Purpose – The purpose of this paper is to propose that customer readiness and web-channel readiness for internet banking (IB) adoption are the twin universal determinants of retail customers’ attitudes and intention towards IB-adoption. The paper delineates IB-readiness as the state of...

We examine two data sets, one from the UK (n = 15,750) and one from the US (n = 3239), to show that SME financial behaviour demonstrates substantial financial contentment, or 'happiness'. We find fewer than 10% of the UK firms seek significant growth and only 1.32% of US firms list a shortage of...

Purpose: Despite evidence largely confirming gender-based differences in service quality perceptions in healthcare, little research has considered patients’ expectations. This study aims to examine the gender-based differences in both the affective and cognitive components of customers’...