Purpose – The objective of this research is to empirically validate the underlying mechanisms by which consumers develop trust in service providers and investigate the impact of consumer's perceptions of trustworthiness and trust on their loyalty intentions. It also aims to study the...

Purpose – The purpose of this paper is to investigate the extent of customer switching and the reasons that underlie customer‐switching intentions. The paper aims to focus on the various factors on account of which a customer may or may not switch a particular bank....

Purpose – This paper aims to classify online banking customers using demographic and relationship‐based variables and describe their profiles. Design/methodology/approach – A total of 421 panellists of a large Canadian polling firm self‐administered a web‐based questionnaire. A...

Competitive pressures as well as the search for fee‐based incomes, mainly derived from cross‐selling, have forced commercial financial institutions to redefine their marketing strategies and to focus on “relationship marketing”. Identifies the major problems raised by the implementation...

Demand‐side changes, stimulated by higher levels of consumer awareness and sophistication, have combined with supply‐side changes, mainly induced by legislation, to create a difficult climate for banks. Lacking clear strategic direction and being undifferentiated, they find themselves...

In 1994/95 the derivatives industry was rocked by a series of high‐profile derivatives disasters. For example, litigation between Procter & Gamble and Bankers Trust highlighted a troubled relationship between banks and corporate clients. Examines the success of relationship marketing in the...

States that if the marketing community is to adopt the prescriptions of the relationship marketing school of thought, more knowledge and understanding of relationships is required. The base of knowledge is growing and there is now greater appreciation of the processes germane to healthy...

Relationship marketing has been embraced in a wide range of industries, including financial services. Despite considerable study and widespread application, it appears that many services marketers have accepted the concept of relationship marketing with little examination of the basis for...

This study was designed to assess the theoretical and managerial implications of relational norms in two distinct business contexts within the same service industry. The relationship between commercial banks and client‐companies was studied using matched pairs of account managers and company...

The role of the independent professional accountant as intermediary in the small business‐bank relationship is investigated by means of field interviews with bankers, entrepreneurs and business advisers. Research on expectations management in the area of small business‐bank interface...