We study how three types of firm experience, ranging from the specific to the general, influence the perceived importance of institutional knowledge in the ongoing business of internationalising firms based on a sample of 101 small-to-medium-sized firms. The three types of firm experiences are...

Banks are known to have stable and long lasting relations with their customers, which is why development of customer relations is a crucial strategic issue in banking. However, a basic problem in banking is that the customer base is heterogeneous, ranging from homogenous segments of customers...

Retail bank operations have in the light of recent developments in technology, deregulation and market become more complex. Banks need to handle both standardized and unstandardized services which leads to differentiation between units. This paper presents a framework for analysis of...

Numerous studies have identified various patterns of behaviour by firms developing international business relationships, but little attention has been devoted to empirical studies of the dynamic processes within these international business relationships. This paper contributes towards a better...

Because networks are a growing mode of doing business, internationalizing firms need to understand how they can use experiential knowledge of networks. In the context of organizational learning theory, we discuss in this article the perceived usefulness of network experiential knowledge, its...

Banks have a long history of conservatism in their business practices, however, for the past decade, changes in technology, regulation and general economic conditions have transformed the industry. This e-book assesses the opportunities and challenges facing retail banking. It finds that whilst...

This special issue on Building Trust in Financial Services is a collaboration between the International Journal of Bank Marketing and the Consortium for Trustworthy Organizations at Fordham University to bring relevant scholarly insights to the challenges that financial services firms face in...

Investigates managers’ perceptions of service quality in the international market. Eight propositions are developed using the relationship approach in industrial marketing and the internationalization process model. A structural LISREL‐based model is developed on the basis of a sample of 196...