When does increased service quality competition lead to customer defection, and which customers are most likely to defect? Our empirical analysis of 82,235 customers exploits the varying competitive dynamics in 644 geographically isolated markets in which a nationwide retail bank conducted...

This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the relative importance of...

This paper surveys the changing dynamics, banking technology, and management challenges in the nascent online banking industry. The paper presents four models of online banking that are being used in the industry. The paper also examines the critical role of aligning internal processes,...

It's not about you: leadership is about empowering other people as a result of your presence - and making sure that impact continues into your absence -- Presence. Trust: trust is the foundation for empowering leadership. You build trust as a leader when you reveal authenticity, empathy, and...