International Journal of Bank Marketing: Volume 35 Issue 2

Exploring the antecedents of loyalty in the context of multi-channel banking

Dhananjay Bapat

The purpose of this paper is to assess the antecedent of satisfaction and loyalty in the context of a multi-channel banking environment. Multi-channel banking involves both branch…

Determinants of co-creation in banking services

Emerson Wagner Mainardes, Aridelmo Teixeira, Paula Cristina da Silveira Romano

The purpose of this paper is to identify the factors that favor the activity of co-creation with customers in the banking sector. The way in which consumers co-create with banking…

Linking satisfaction to credit card decisions: an application of the Wallet Allocation Rule

Lerzan Aksoy, Timothy L. Keiningham, Alexander Buoye, Joan Ball

The purpose of this paper is to identify the key drivers of share of wallet for credit cards issued by either a credit union (CU) or bank using a Wallet Allocation Rule (WAR…

Managing frontline employee performance through coaching: does selling experience matter?

Claudio Pousa, Anne Mathieu, Carole Trépanier

The impact of managerial coaching on frontline employee performance has received initial support in literature in recent years. However, no studies have explored if this impact…

Perceived justice, service satisfaction and behavior intentions following service recovery efforts in a South African retail banking context

Daniel J. Petzer, Christine F. De Meyer-Heydenrych, Göran Svensson

The interactional and distributive dimensions of perceived justice as one of its objectives are to reveal the link between perceived justice and service satisfaction (SS). The…

Consumers’ switching motivations and intention in the case of bank mergers: a cross-cultural study

Maya F. Farah

The purpose of this paper is to analyze consumer switching behavior, which in the retail banking sector is of outmost importance, particularly during financial crises and in their…

Demographic differences in Jordanian bank service quality perceptions

Akram Al-jazzazi, Parves Sultan

The purpose of this paper is to assess differences in banking service quality (BSQ) perceptions across demographic subgroups of Islamic and conventional Jordanian banking…

Efficiency of Qatari banking industry: an empirical investigation

Abdul-Hamid Abdul-Wahab, Razali Haron

The purpose of this paper is to examine the efficiency of the banking sector in Qatar. The paper utilizes 15 banks comprising Islamic, conventional and foreign banks for the…

Relative importance of service value by customer relationship stages: Evidence from the Indian retail banking

Abhilash Ponnam, Rik Paul

The purpose of this paper is to empirically sketch the phenomenon about the nature of service value expected in different stages of relationship over time in Indian retail banking…