International Journal of Bank Marketing: Volume 38 Issue 4

What make banks’ front-line staff more customer oriented? The role of interactional justice

Thuy T. Dang, Anh D. Pham

While technological advances have been changing the way that services are delivered to customers, direct interaction between banks’ front-line staff and customers still holds its…

Omnichannel strategy and customer loyalty in banking

Emerson Wagner Mainardes, Carlos Anderson de Moura Rosa, Silvania Neris Nossa

Supported by the omnichannel strategy, the objective of this study is to identify the influence of integrated interaction quality and perceived fluency of service channels on…

The role of the media in socially responsible investing

Shan Lei, Yafei Zhang

This study aims to understand how media content and media sentiment in corporate social responsibility (CSR) news coverage affect investment performance, as reflected in the S&P…

Determinants of adoption and continuance intentions toward Internet-only banks

Jin-Myong Lee, Hyo-Jung Kim

The purpose of this study is to investigate the determinants of consumers' intention to adopt or continue to use Internet-only banks based on the benefit–risk framework and…

Debt types and burdens by family structures

Jing Jian Xiao, Rui Yao

The purpose of this study was to examine family structure differences in debt types and burdens of American families.

The performance generating limitations of the relationship-banking model in the digital era – effects of customers' trust, satisfaction, and loyalty on client-level performance

Kent Eriksson, Cecilia Hermansson, Sara Jonsson

This paper investigates the viability of the relationship-oriented business model. Specifically, it examines the effects of bank customers' satisfaction, loyalty, and trust in…

The dynamic role of rapport on satisfaction–commitment relationship: Testing alternative models

Johra Kayeser Fatima, Rita Di Mascio, Ali Quazi, Raechel Johns

This study aims to capture the mediation role of customer–frontline employee rapport on customer satisfaction and affective, calculative and normative commitment by using three…

Determinants of bank branch density: a case study of Slovakia

Martin Boďa, Katarína Čunderlíková

This paper studies the density of bank branches in districts of Slovakia and aims to identify determinants that explain or justify districtural differences in the density of bank…

Combined framing effects on attitudes and behavioral intentions toward mortgage advertisements

David S. Dobson, Karolien Poels

Mortgage lenders often combine a variety of framing strategies when developing mortgage advertisements. To date, these frames have mostly been studied separately. This paper…

A moderated mediation analysis of the effect of lettering case and color temperature on trustworthiness perceptions and investment decisions

Yao Song, Yan Luximon, Jing Luo

The purpose of this study is to test the theoretical framework of lettering case, color temperature, perceived trustworthiness and investment intentions. First, it aims to test…