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...

To enable research to be conducted into the validity of the relationship marketing paradigm, a model has been developed which allows researchers to test the characteristics of the relationship at any point in time. This model is rooted in the biological sciences and is based around the concept...

The paper analyses the personal, institutional and behavioural bases of trust in banking relations, arguing that banks should pay attention to intra‐ as well as inter‐firm policies for developing trust and assessing trust‐worthiness. Trust may derive from person‐to‐person interaction...

As retail organisations offer financial services to their customers at an increasing rate, this paper uses the emerging relationship marketing paradigm to gain strategic insights. The first level of analysis is at the organisation/customer interface. Four scenarios are analysed, which have...

Correspondent banking, the provision of services by one bank to another, has been a neglected area of academic research, and literature lacks a comprehensive theoretical framework to describe correspondent relationships. The bulk of previous studies have been conducted in the USA, where the...

As the user‐base of the Internet expands, on‐line “virtual communities” may have the potential to become the key customer‐infomediaries, social forums, and trading arenas, of the early twenty‐first century. In parallel, new delivery channels and new means of fostering long‐term...

The development of effective customer relationships is increasingly recognised as an important component of marketing strategies, particularly in the case of service industries. Developing and maintaining satisfactory customer relationships can help to reduce perceived risk, reduce transactions...

Deals with the success of relationship marketing in the private banking sector. A comprehensive literature review of relationship marketing was undertaken. A study was undertaken among a sample of 118 high net worth individuals, 53 with personal bankers, and 65 without, to establish whether...

This paper develops an outline framework which conceptualises customer retention in financial services retailing. Preliminary investigations through interviews with managers responsible for retention were conducted. These supported further investigation of the framework. The organisations...

Investigates the interrelationships between the factors comprising the bank customer service quality construct through path analysis. Credibility is modelled as an outcome of the causal variables staff conduct, access to teller services and communication. Staff conduct emerges as the key...