Purpose – The purpose of this paper is to analyse the corporate image of financial institutions and its impact on consumer behaviour. More specifically, it aims to focus on the differences between customers and non‐customers of banking institutions. Design/methodology/approach – Data were...

Purpose – The main objective of this paper is to propose a model that allows the detection of the competitive pattern of the Spanish loans market between 1992 and 1996. Design/methodology/approach – In order to achieve this objective, the paper estimates, following the New Empirical...

Purpose – The purpose of this paper is to address physical space management in customer service establishments and recognise the importance for such establishments to consider the experiences of customers in these spaces. For this purpose, the authors suggest constructs that enable service...

Spanish retail banking can be considered largely representative of retail banking in other developed European countries. The transformations in the Spanish retail banking system since the 1960s, especially the shift in emphasis from production to delivery/sales, brought about by a combination of...

The analysis of strategic groups has important implications for marketing in order to identify a firm’s competitive position. Aims to analyse the development of the competence in an industry. Hypothesizes that the analysis of strategic groups is only meaningful when it is determined that the...

Aims to interrelate two lines of research: market orientation and strategic groups identification. Suggests that degree of market orientation of an enterprise should be connected to its competitive strategy and, also, to its final levels of performance. Identifies, in a highly competitive...