International Journal of Bank Marketing: Volume 39 Issue 1

Internet and mobile banking: the role of engagement and experience on satisfaction and loyalty

Daniela Menezes Garzaro, Luís Fernando Varotto, Samara de Carvalho Pedro

In this work, the author verified the effect of interactivity and social presence on engagement with bank customers, how much these relationships affect the experience with the…

Influence of customer participation from the employee perspective

Jaewon Yoo, Jing Chen, Gary L. Frankwick

To reduce costs, many banks have increased customer involvement during the creation and delivery of their products and services. Based on a job demands-resources (JD-R) model…

Measuring financial well-being in Europe using a fuzzy set approach

Antonella D'Agostino, Monica Rosciano, Maria Grazia Starita

This paper aims to apply a multidimensional approach to assessing the financial well-being of European countries.

Identifying the factors that affect the knowledge of mortgage loans' total cost

Pablo Farías

This study identifies the factors that affect the knowledge of mortgage loans' total cost.

Not all elderly are the same: fostering trust through mobile banking service experience

Lova Rajaobelina, Isabelle Brun, Ricard Line, Christina Cloutier-Bilodeau

This study seeks to examine the impact of mobile service experience on trust of elderly consumers in their financial institution and assess whether age (55–64 years vs 65+ years…

Regulatory focus and investment advisers' recommending behavior

Soo Yeong Ewe, Christina Kwai Choi Lee, Ferdinand A. Gul

This study examines the effect of a regulatory-focused prime (i.e. a brochure with a picture and message) on the recommending behavior of investment advisers in the context of an…

Financial Citizenship Perception (FCP) Scale: proposition and validation of a measure

Kelmara Mendes Vieira, Marcelo Matzenbacher Delanoy, Ani Caroline Grigion Potrich, Aureliano Angel Bressan

The purpose of this study is to propose and validate a Financial Citizenship Perception Scale from the perspective of the citizen.

The impacts of acquisition modes on achieving customer behavioral loyalty: an empirical analysis of the credit card industry from China

Yaxin Ming, Jing (Elaine) Chen, Chenxi Li

This study aims to investigate the effect of acquisition modes on customer behavioral loyalty to enrich our knowledge of the effectiveness of acquisition modes and how to better…

Investigating trust in the Israeli banking system from the reciprocating perspectives of customers and bankers: a mixed methods study

Aviv Kidron

This study identifies predictors of customers' trust in banks at both the banking system level and toward individual banks. A mixed methods technique is utilized which combines…

The role of brand love on bank customers' perceptions of corporate social responsibility

Hayford Amegbe, Michael D. Dzandu, Charles Hanu

The lovemarks theory (love and respect) is fairly new to the marketing literature and is now gaining much attention among marketing scholars. The study examined how brand love and…