Purpose – The purpose of this paper is twofold: to examine to what extent the companies could adapt the corporate governance principles of the Capital Markets Board (CMB) to their own structures in terms of stakeholder relations; and second, to raise awareness of the deficiencies related to...

Purpose – This paper aims to investigate the different types of perceived relational benefits in the bank‐retail customer relationship. It further seeks to assess the influence of these benefits on satisfaction with the bank and on three behavioral outcomes, word‐of‐mouth, intention to...

Purpose – Details the key role of employees in improving customer loyalty at Discount Bank, Israel. Design/methodology/approach – Explains why strategic change was needed at the bank and how its management settled on the concept of direct banking relationships as the foundation for the...

Purpose – The purpose of this paper, taking banking as the research object, is to build up a psychology covenant model for service enterprises and customers and to seek the form of the construction dimension in the psychology covenant between the service enterprise and the customer....