Purpose – The paper aims to identify which factors determine (German) retail banking customers' intention to adopt a new remuneration system for financial advice. The new system is a pay‐per‐use advisory model that supersedes existing commission‐based advisory approaches....

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 explore value formation in the customer-bank relationship outside the line of visibility of service encounters. The customer's own context has been overlooked by the bank marketing literature as it is traditionally focused on value created by the...

Purpose The purpose of this paper is to develop and test a comprehensive hierarchical model of behavioural intentions in the Malaysian retail banking industry. Design/methodology/approach The data were analysed using EFA, CFA and structural modelling. Findings The findings illustrate that...

Purpose The purpose of this paper is to investigate employment of positioning strategies in the retail bank sector of Sub-Saharan Africa, specifically using Ghana as the study context. In addition, it explores the applicability of western-based typology of positioning strategies in the...

Purpose – The purpose of this paper is twofold: to empirically analyse how customer corporate social responsibility (CSR) perceptions impact on the perceived service quality (PSQ)-loyalty relationship in the banking industry of Pakistan; and to evaluate the mediating role of customer trust in...

Purpose – This study aims to empirically test a model of affective and behavioural job outcomes grounded in Bagozzi's reformulation of attitude theory in the novel context of a retail bank in Russia. Design/methodology/approach – Frontline employees (FLEs) completed a self‐administered...

Purpose – Branding issues and corporate social performance (CSP) are growing in importance for both companies and customers. In place marketing, places could be branded as each place should define and communicate its competitive advantages effectively and adapt to fit the needs of place...

Purpose – The purpose of this paper is to examine the relationship between service fairness and behavioural intention and the moderating role of demographic variables among retail banking customers. Design/methodology/approach – A four-factor structure consisting of price, procedural,...

Purpose – The purpose of this paper is to examine the drivers of the customers’ cross-buying intentions for retail banking services in Hong Kong. Design/methodology/approach – The research model was developed based on literature and tested empirically among 269 customers of retail banks in...