Purpose – There has been an increasing application of remote technology to customer service. This research, from business‐to‐business financial services, seeks to gain insight and understanding into how the supplier/customer relationship and account management are impacted....

Purpose – The purpose of the paper is to summarize existing evidence about the behavioral sequence of relationship marketing at the individual customer level, and also to offer a conceptual model of the impact of particular behaviors that signal whether customers remain with or defect from the...

Purpose – The study seeks to identify basic values and objectives from different bank retailing customers by asking them about their views on topics that deal responsibly with money. Based on their experiences, perceptions and expectations, those values and objectives that are of utmost...

Purpose – The purpose of this paper is to show that new technologies have significantly changed the way that customers interact with their bank. Whilst a trip down to the local branch was mandatory in the past for a customer to do their banking, all that is required now in many situations is...

Purpose – The two aims of this paper are to explore the development of trust for relationships between staff and customers in the banking sector and to investigate possible links between financial performance of relationship manager and their levels of emotional intelligence (EI) and trust....

Purpose – The purpose of this paper is to show how technology has dramatically altered the way businesses operate in a business‐to‐business (B2B) context and has had profound influences on services, altering the way services are delivered. It is believed that the increased use of...

Purpose – The purpose of this study is to develop and empirically test a model examining the relationship between customer perceptions (product attributes, benefits, customer satisfaction, trust, commitment and customer behavioral loyalty) and financial performance of a merchant bank....

Purpose – The purpose of this paper is to examine the differential influence of three drivers of loyalty on the dimensions of loyalty. The three drivers are stake, satisfaction, and the value of switching service providers. The dimensions of loyalty are behavioral response, commitment to the...