Purpose – While technology continues to make a dramatic and profound impact in service industries and radically shapes how services are delivered relatively little is understood about the impact of advancing technology on customers; their expectations, perceptions and behaviours. As banking...

The paper uses a questionnaire and a theoretical model of bank‐customer interaction preferences as the basis for examining the perceptions of retail bank customers regarding the use of remote delivery channels and the extent to which they still value traditional branch‐based face‐to‐face...

Purpose – To assess the potential for development in the agri‐food sector by investigating: consumer awareness of health‐enhancing foods; key influences on their perceptions of and attitudes towards these foods; their relevant purchasing behaviour in the context of the Northern Irish dairy...

Purpose – This paper reports the findings of the latest, quantitative phase of a continuing study that explores the impact of the internet on bank‐customer relationships. The specific aim is to shed light on customers' own views about when, how and in which circumstances personal contact...

Purpose – In light of the current global economic turmoil and ongoing recessionary pressures, the purpose of this paper is to examine the relationship between banks and those seeking to launch and develop entrepreneurial small businesses. The authors aim to explore how the quality of that...

Purpose – The purpose of this paper is to address the current deficit in the literature on social media adoption within a small to medium-sized enterprise (SME) context. The authors adopt an action research methodology and through in-depth case analysis of eight SME cases aim to develop a...

"Cover" -- "The Seven Principles of Digital Business Strategy" -- "Dedication" -- "Contents" -- "Introduction " -- "CHAPTER 1: Digital Business Strategy" -- "CHAPTER 2: An Introduction to the Seven Principles of Digital Business Strategy" -- "CHAPTER 3: The First Principle of Digital Business...