International Journal of Bank Marketing: Volume 20 Issue 7
Strapline:
For the financial services sector
Subject:
Table of contents
Say hello, wave goodbye: missed opportunities for electronic relationship marketing within the financial services sector?
Alexandros Kapoulas, William Murphy, Nick EllisRecognising the potential contribution of recent technological advances, the relationship marketing (RM) literature places an emphasis on two‐way communication as a key ingredient…
3809
Patterns of purchase loyalty for retail payment methods
Malcolm WrightWhile retail payment instruments generate more revenue than many fast moving consumer goods (FMCG) categories, surprisingly little is publicly known about market structure and…
2632
Estimating customer defection in personal retail banking
Ron GarlandUsing Juster’s probability scale, this study examines a sample of 881 customers’ self‐reported estimates of probable defection from their main bank. One year later these…
3266
What makes contact employees perform? Reactions to employee perceptions of managerial practices
Jean‐Charles Chebat, Barry Babin, Paul KolliasWhich type of managerial control makes bank contact employees more likely to perform so called prosocial behavior toward their customers (i.e. behaviors which contribute to the…
5652
ISSN:
0265-2323Online date, start – end:
1983Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Dr Hooman Estelami