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Say hello, wave goodbye: missed opportunities for electronic relationship marketing within the financial services sector?

Kapoulas, Alexandros; Murphy, William; Ellis, Nick - In: International Journal of Bank Marketing 20 (2002) 7, pp. 302-310

Recognising the potential contribution of recent technological advances, the relationship marketing (RM) literature places an emphasis on two‐way communication as a key ingredient to enhancing relationships. The paper explores these factors in the context of the UK financial services sector,...

Persistent link: https://www.econbiz.de/10014759771

Relationship marketing practice in relation to different bank ownerships: a study of banks in Hong Kong

Gilbert, David C.; Choi, Karen C. - In: International Journal of Bank Marketing 21 (2003) 3, pp. 137-146

Examines relationship marketing’s (RM) present practices in the banking industry in Hong Kong. Banks in Hong Kong were classified into three categories by reference to their different ownership (Chinese, non‐Chinese and merged). Statistics show that there were differences between RM...

Persistent link: https://www.econbiz.de/10014759785

Relationship marketing: customer commitment and trust as a strategy for the smaller Hong Kong corporate banking sector

Adamson, Ivana; Chan, Kok‐Mun; Handford, Donna - In: International Journal of Bank Marketing 21 (2003) 6/7, pp. 347-358

embracing relationship marketing as a way of doing business. Examines the commitment‐trust dimension of the relationship … and a long‐term orientation were positively correlated with customer commitment and trust; communications and relational … norms were positively correlated with trust; relationship benefits were positively correlated with customer commitment; and …

Persistent link: https://www.econbiz.de/10014759801

Customer retention in retail financial services: an employee perspective

Dawes Farquhar, Jillian - In: International Journal of Bank Marketing 22 (2004) 2, pp. 86-99

This paper reports the findings of a survey of staff perceptions on how customers are being retained in two traditional financial service retailers. In spite of a frequent acknowledgement that customer retention (CR) is a critical business objective, there is limited literature on how customers...

Persistent link: https://www.econbiz.de/10014759808

Effective communication with lead customers in developing new banking products

Athanassopoulou, Peggy; Johne, Axel - In: International Journal of Bank Marketing 22 (2004) 2, pp. 100-125

New service development (NSD) is an imperative to suppliers in today's highly competitive banking markets. Communication during the NSD process is important if the needs of customers are to be met functionally as well as economically. The results presented in this paper identify communication...

Persistent link: https://www.econbiz.de/10014759809

Maximising customer relationships and minimising business risk

Lavender, Mark - In: International Journal of Bank Marketing 22 (2004) 4, pp. 291-296

Notes how banks have changed radically in recent years, from being providers of simple banking services, to vast groups selling a range of services from banking, insurance, loans, mortgages, business advice, asset finance and fleet services. Banks hold an extensive amount of data on their...

Persistent link: https://www.econbiz.de/10014759819

The regulatory challenge to relationship marketing in UK banking

Ashton, John K.; Pressey, Andrew - In: International Journal of Bank Marketing 22 (2004) 6, pp. 453-464

Within the academic marketing literature the importance of government policy and regulatory judgement receives far less scrutiny than is justified. To illustrate the importance of government regulation broadly and the new UK competition law framework specifically, a single regulatory case is...

Persistent link: https://www.econbiz.de/10014759827

Customer acceptance of internet banking in Estonia

Eriksson, Kent; Kerem, Katri; Nilsson, Daniel - In: International Journal of Bank Marketing 23 (2005) 2, pp. 200-216

Purpose – The purpose of this paper is to study technology acceptance of internet banking in Estonia, an emerging east European economy. Design/methodology/approach – The present paper modifies the technology acceptance model and applies it to bank customers in Estonia, because Estonia, a...

Persistent link: https://www.econbiz.de/10014759841

“Stress” in business relationships: a study on corporate bank services

Proença, João F.; de Castro, Luís M. - In: International Journal of Bank Marketing 23 (2005) 7, pp. 527-541

Purpose – The paper aims to discuss the interaction processes and short‐term behaviours and motives in long‐term relationships between banks and their corporate clients. Design/methodology/approach – The discussion is based on findings from four Portuguese case studies. Interviews made...

Persistent link: https://www.econbiz.de/10014759859

Factorial and discriminant analyses of the underpinnings of relationship marketing and customer satisfaction

Oly Ndubisi, Nelson; Kok Wah, Chan - In: International Journal of Bank Marketing 23 (2005) 7, pp. 542-557

satisfaction. Findings – The results show that five key dimensions, namely: competence, communication, conflict handling, trust …

Persistent link: https://www.econbiz.de/10014759860