International Journal of Bank Marketing: Volume 25 Issue 5

Effects of personal values on customer satisfaction: An empirical test of the value percept disparity model and the value disconfirmation model

Josee Bloemer, David Dekker

Different authors suggest that personal values (as opposed to economic values of objects) are important antecedents of service satisfaction. This paper seeks to investigate…

Explaining satisfaction in double deviation scenarios: the effects of anger and distributive justice

Ana B. Casado‐Díaz, Francisco J. Más‐Ruiz, Hans Kasper

Research has shown that more than half of attempted recovery efforts only reinforce dissatisfaction, producing a “double deviation” effect. Surprisingly, these double deviation…

Degrees of separation: technological interactivity and account management

Tim Hughes, Bryan Foss, Merlin Stone, Peter Cheverton

There has been an increasing application of remote technology to customer service. This research, from business‐to‐business financial services, seeks to gain insight and…

An insight into the impact of a retailer's relationship efforts on customers' attitudes and behavioral intentions

Chiung‐Ju Liang, Wen‐Hung Wang

The purpose of the paper is to summarize existing evidence about the behavioral sequence of relationship marketing at the individual customer level, and also to offer a conceptual…

Special Issue on Interactive marketing in financial services