International Journal of Bank Marketing: Volume 28 Issue 2
Strapline:
For the financial services sector
Subject:
Table of contents
Explaining customer satisfaction with complaint handling
Concepción Varela‐Neira, Rodolfo Vázquez‐Casielles, Víctor IglesiasDue to the importance of understanding what circumstances make customer recovery programmes successful, this paper aims to study the effects of different cognitive evaluations…
9596
Purchase availability and involvement antecedents among financial products
Yael Steinhart, David MazurskyThe purpose of this paper is to offer an integrated approach for understanding the relations among the theoretical and operational antecedents of consumer involvement in the…
1699
Including the customer in efficiency analysis: Evidence of a hybrid relational‐transactional approach
Joseph Coughlan, Estelle Shale, Robert DysonThe purpose of this paper is to illustrate the effect of including the customer as a resource in efficiency measurement. Variations in counting the customer illustrate the…
1533
Debit and credit card usage and satisfaction: Who uses which and why – evidence from Austria
Thomas Foscht, Cesar Maloles, Bernhard Swoboda, Swee‐Lim ChiaThis exploratory study seeks to explore the link between the choices of payment mode to customer satisfaction. It examines the Austrian market in relation to its choice and usage…
6394
ISSN:
0265-2323Online date, start – end:
1983Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Dr Hooman Estelami