International Journal of Bank Marketing: Volume 16 Issue 1

An exploration of customer exit in retail banking

Kate Stewart

States that if the marketing community is to adopt the prescriptions of the relationship marketing school of thought, more knowledge and understanding of relationships is…

Predictors of equity in relationships between financial services providers and retail customers

James G. Barnes, Darrin M. Howlett

Relationship marketing has been embraced in a wide range of industries, including financial services. Despite considerable study and widespread application, it appears that many…

Relational norms and client retention: external effectiveness of commercial banking in Canada and Mexico

Michèle Paulin, Jean Perrien, Ronald J. Ferguson, Ana Maria Alvarez Salazar, Leon Michel Seruya

This study was designed to assess the theoretical and managerial implications of relational norms in two distinct business contexts within the same service industry. The…

Relationship intermediaries: business advisers in the small firm‐bank relationship

Patrick Butler, Mark Durkin

The role of the independent professional accountant as intermediary in the small business‐bank relationship is investigated by means of field interviews with bankers…

A new relationship marketing model and its application in the affinity credit card market

Steve Worthington, Suzanne Horne

To enable research to be conducted into the validity of the relationship marketing paradigm, a model has been developed which allows researchers to test the characteristics of the…