International Journal of Bank Marketing: Volume 41 Issue 3

Is customer participation always good in service recovery? The moderating role of customers' positive psychological capital

Meteb Naif Alotaibi, Walid Chaouali, Samiha Mjahed Hammami, Klaus Schoefer, Narjess Aloui, Mahmoud Abdulhamid Saleh

So far, whether customers' involvement strengthens or weakens the process of service recovery has remained unclear. Filling this gap, this study aims to investigate the effect of…

The impact of brand origin and CSR actions on consumer perceptions in retail banking during a crisis

Petek Tosun, A. Selçuk Köylüoğlu

Consumers’ corporate social responsibility (CSR) expectations have increased in the new coronavirus (COVID-19) pandemic, while many financial institutions have supported society…

Do changes in distributors' incentive structure drive mutual fund flows?

Harsimran Sandhu, Soumya Guha Deb

This study estimates the impact of changes in the mutual fund distributor incentive structure on distributor-advised mutual fund flows. The authors employ two recent major policy…

Frontline employees' performance in the financial services industry: the significance of trust, empathy and consumer orientation

Basharat Raza, Sylvie St-Onge, Muhammad Ali

Based upon social exchange theory, this study investigates the mediating effect of consumers' trust in banking industry frontline employees on two relationships: (1) the relation…

Bank's service failures and bank customers' switching behavior: does bank reputation matter?

Cong Zhao, Abu Hanifa Md. Noman, Mohammad Kabir Hassan

Banks' service failures are a major determinant of bank customers' switching behavior, which ultimately affects the profitability and stability of banks. Guided by the expectancy…

Amidst technology, environment and human touch. Understanding elderly customers in the bank retail sector

Michela Cesarina Mason, Gioele Zamparo, Rubens Pauluzzo

Using retail banking as a setting and focusing specifically on elderly customers (i.e. individuals aged 60 or more), this study aims to deepen the current understanding of how the…

Exploring mobile banking service quality dimensions in Pakistan: a text mining approach

Atif Hussain, Abdul Hannan, Muhammad Shafiq

Customer reviews of mobile banking (m-banking) apps contain the most direct and first-hand accounts of customer experiences with m-banking. However, surprisingly little effort has…

Understanding gender differences in money attitudes: biological and psychological gender perspective

Shalini Kalra Sahi

Various research studies in the past have found biological gender to be a differentiator for money attitudes. However, the beliefs and attitudes that people have towards money can…

The effects of perceived value dimensions on customer satisfaction and loyalty: a comparison between traditional banks and fintechs

Emerson Wagner Mainardes, Neudson Peres de Freitas

This study aims to verify the influence of perceived value dimensions on customer satisfaction and loyalty in the banking sector, comparing these relationships between traditional…

Omnichannel retailing with brand engagement, trust and loyalty in banking: the moderating role of personal innovativeness

Quynh Tran Xuan, Hanh T.H. Truong, Tri Vo Quang

The purpose of this study is to analyze the effects of integration quality, perceived fluency and assurance quality on brand engagement and trust, and their impacts on brand…