Showing papers in "International Journal of Bank Marketing in 2012"
TL;DR: In this paper, an extended TAM incorporating security and privacy-related issues for internet banking adoption is conceptualized, and the role of the bank web site is considered as a key determinant of perceived risk and of perceived ease of use in the context of internet banking services.
Abstract: Purpose – The main purpose of this paper is to extend the technology acceptance model (TAM) in the context of internet banking adoption in India under security and privacy threat.Design/methodology/approach – Keeping the TAM proposed by Davis as a theoretical basis, an extended TAM incorporating security‐ and privacy‐related issues for internet banking adoption is conceptualized. The authors have incorporated various inhibitors of internet banking which restrict the use of internet banking adoption under “perceived risk”, and also consider the role of the bank web site as a key determinant of perceived risk and of perceived ease of use in the context of internet banking services.Findings – The paper reveals that perceived risk has a negative impact on behavioral intention of internet banking adoption and trust has a negative impact on perceived risk. A well‐designed web site was also found to be helpful in facilitating easier use and also minimizing perceived risk concerns regarding internet banking usage...
427 citations
TL;DR: In this article, a conceptual framework is developed linking customer familiarity with and knowledge about fraud prevention measures, relationship quality, and customer loyalty, and a positive association was found between customer familiarity and knowledge of fraud protection measures and the quality of customer relationships as measured by satisfaction, trust, and commitment.
Abstract: Purpose – The purpose of this paper is to establish a conceptual as well as an empirical link between retail banks’ activities to protect their customers from third‐party fraud, the quality of customer relationships, and customer loyalty.Design/methodology/approach – A conceptual framework is developed linking customer familiarity with and knowledge about fraud prevention measures, relationship quality, and customer loyalty. To empirically test the conceptual framework, data were collected in collaboration with a large German retail bank.Findings – A positive association was found between customer familiarity with and knowledge about fraud prevention measures and the quality of customer relationships as measured by satisfaction, trust, and commitment. The quality of customer relationships, in turn, is positively associated with customer loyalty as measured by intentions to continue their relationship with and cross‐buy other products from their bank.Research limitations/implications – The paper focuses on...
185 citations
TL;DR: In this article, a customer-specific internet banking acceptance model (CSIBAM) is validated through 435 UK internet banking users, and the results indicate the importance of customer specific factors in predicting actual behaviour.
Abstract: Purpose – The purpose of this paper is to deepen our understanding of customers' actual internet banking behaviour by combining the construct of technology readiness with the technology acceptance model and demographics, such as age and gender, into one integrated framework.
Design/methodology/approach – The customer-specific internet banking acceptance model (CSIBAM) is validated through 435 UK internet banking users.
Findings – The results indicate the importance of customer-specific factors in predicting actual behaviour. Technology readiness, age and gender moderate the beliefs-intention relationship. Customers with varying levels of technology-related views and demographics hold different beliefs about technology. The relationship between usefulness and behaviour was stronger for younger males with high levels of optimism and innovativeness (explorers and pioneers), whilst the relationship between ease of use and behaviour was stronger for older females with a high level of discomfort (paranoids and laggards).
Practical implications – In today's highly competitive financial services market, knowledge of key customer-specific factors can help banks to enhance customer experience by focusing more on each segment's particular needs. This knowledge would also help managers to decide about the extent to which technology-based systems can be used, the appropriate type of these systems, the pace of implementation, and the type of customer support required.
Originality/value – A distinctive contribution of this study is that it does not rely on self-reported intention or usage, but instead it employs actual behavioural data. Greater understanding of seemingly established relationships could improve the design of the service and the development of differential marketing strategies aimed at driving adoption and allaying rejection.
137 citations
TL;DR: In this paper, the authors developed a multi-item scale for measuring the customer relationship management effectiveness (CRME) in Indian retail banks and examined its relationship with key customer response variable.
Abstract: Purpose – The purpose of this paper is to develop a multi‐item scale for measuring the customer relationship management effectiveness (CRME) in Indian retail banks and to examine its relationship with key customer response variable.Design/methodology/approach – This research adopts two different studies to develop and validate the scale for CRME. In study 1, responses obtained from 197 Indian retail banking customers were used to identify key dimensions of CRME. In study 2, nomological validity for the CRME scale was provided using a new sample of 261 actual bank customers. Furthermore, the relationship between CRME dimensions and customer behavioral outcomes such as customer satisfaction, loyalty and cross‐buying were examined.Findings – The results of factor analyses revealed five dimensions for CRME, namely, organizational commitment, customer experience, process‐driven approach, reliability and technology‐orientation. Organizational commitment, process‐driven approach and reliability were found to pos...
112 citations
TL;DR: In this paper, a study examines internet banking adoption and resistance behavior in Greece in order to develop profiles of adopters and non-adopters of the service, and illustrate customers' resistance behaviour towards internet banking.
Abstract: Purpose – This study examines internet banking adoption and resistance behaviour in Greece in order to develop profiles of adopters and non‐adopters of the service. The aim is to illustrate customers' resistance behaviour towards internet banking. The existing research does not explain resistance behaviour, since it does not clearly distinguish non‐adoption from resistance. Consequently, it has not recognised the different types of non‐adoption.Design/methodology/approach – A measuring instrument was developed and utilised in a survey of a convenience sample of 1,200 customers. The derived dimensionality of the relevant perceptual variables was used to explore the existence of different customer segments through cluster analysis.Findings – Three segments were identified, where the description of their profiles is based on customer perceptions of the service and general usage data. Across these segments adopters and non‐adopters were found to have different characteristics. With regard to demographics, onl...
84 citations
TL;DR: In this article, the authors investigate the extent of customer switching and the reasons that underlie customer switching intentions and find that satisfaction emerged as the strongest factor which influences switching barriers, while quality, satisfaction and trust were the other factors that influenced switching barriers.
Abstract: Purpose – The purpose of this paper is to investigate the extent of customer switching and the reasons that underlie customer‐switching intentions. The paper aims to focus on the various factors on account of which a customer may or may not switch a particular bank.Design/methodology/approach – A total of 800 bank customers were selected randomly from a total population of 71,600 and were contacted personally to gather the requisite data.Findings – The paper finds that the model reveals significant effect of quality, satisfaction and trust on predicting switching barriers. Of these relationships, satisfaction emerged as the strongest factor which influences switching barriers.Research limitations/implications – The study is limited to Indian banks; a larger empirical study would be useful to replicate the results in the banking as well as other services.Practical implications – In order to ensure loyalty among bank customers, increased value addition in the banking services and wide‐ranging relationships ...
82 citations
TL;DR: In this article, the authors explored the factors which are crucial in determining the extent of financial inclusion in geographically remote areas, and provided suggestive measures for banks to tap unexplored markets.
Abstract: Purpose – The purpose of this paper is to explore the factors which are crucial in determining the extent of financial inclusion in geographically remote areas. The study also aims to provide suggestive measures for banks to tap unexplored markets.Design/methodology/approach – Primary data were collected via structured questionnaire from 411 households from the states of Assam and Meghalaya in north‐east India. Factors significantly contributing to inclusion were identified using a logistic regression model.Findings – Level of financial inclusion in north‐east India remains very low. Income, financial information from various channels and awareness of self help groups (SHGs), and education are influential factors leading to inclusion. Nearness to post office banks increases the likelihood of inclusion. Factors like area terrain and receipt of government benefit individually do not facilitate inclusion. However, recipients of government benefits in plain areas show increased level of inclusion.Research lim...
77 citations
TL;DR: This article found that a substantial deterioration in the favourability of public attitudes towards the banking industry seems to have occurred following the financial crisis, however, certain groups of respondents were much less critical of the industry's role in the crisis than were others.
Abstract: Purpose – The purpose of the paper is to establish the antecedents of changes in public attitudes towards the UK banking industry following the global financial crisis.Design/methodology/approach – A questionnaire was administered to 1,066 people querying their attributions of blame for the crisis, attitudes towards the banking industry, levels of anger, knowledge of the crisis, degrees of moralistic trust, political orientations, prior perceptions of the banking industry's reputation, and whether they had personally suffered as a result of events. A structural equation model covering these matters was developed and estimated.Findings – A substantial deterioration in the favourability of public attitudes towards the banking industry seems to have occurred following the crisis. However, certain groups of respondents were much less critical of the industry's role in the crisis than were others.Research limitations/implications – The banking industry of just a single country was considered. Participants only...
73 citations
TL;DR: In this paper, the authors explored the moderating role of client-company relationship type on the impact of service recovery judgments on clients' trust and loyalty intentions, and they used multi-group structural equation modeling to test their hypotheses.
Abstract: Purpose – This study aims to fill an important gap in the literature by exploring the moderating role of client‐company relationship type on the impact of service recovery judgments on clients' trust and loyalty intentions.Design/methodology/approach – A sample of 216 Brazilian banks clients who made a complaint to their bank within the previous 12 months answered the survey. Data collection took place at a major Brazilian international airport. In terms of relationship type, the authors segmented their sample in two groups: relational and transactional clients. They used multi‐group structural equation modeling to test their hypotheses.Findings – Relational clients showed higher switching costs, trust, and loyalty intentions than transactional clients. The client‐company relationship type also moderated the impact of distributive justice on satisfaction, satisfaction on trust in the management policies and practices (MPP trust), and switching costs on repurchase intentions. MPP trust fully mediated the e...
63 citations
TL;DR: In this article, the authors examined bank brand equity from consumer perspectives by comparing the consumer-based brand equity (CBBE) dimensions of local and global banks in Turkey, and found that the overall CBBE, perceived quality, brand image/association, and brand loyalty were significantly higher for private banks than for state and foreign banks.
Abstract: Purpose – The purpose of this paper is to examine bank brand equity from consumer perspectives by comparing the consumer‐based brand equity (CBBE) dimensions of local and global banks in Turkey. The paper determines if and how CBBE differs across three types of banks (state, private, and foreign).Design/methodology/approach – Measurements of brand equity dimensions were drawn from the literature, which included brand awareness, perceived quality, brand image, brand association, organizational association, and brand loyalty. Data were collected from adult customers of three types of banks.Findings – It was found that the overall CBBE, perceived quality, brand image/association, and brand loyalty were significantly higher for private banks than for state and foreign banks. Organizational association was the highest for state banks, followed by private banks, and the lowest for foreign banks. Foreign banks scored the lowest in perceived quality, brand loyalty, and the overall CBBE.Originality/value – The res...
56 citations
TL;DR: In this paper, the authors empirically validate the underlying mechanisms by which consumers develop trust in service providers and investigate the impact of consumer's perceptions of trustworthiness and trust on their loyalty intentions.
Abstract: Purpose – The objective of this research is to empirically validate the underlying mechanisms by which consumers develop trust in service providers and investigate the impact of consumer's perceptions of trustworthiness and trust on their loyalty intentions. It also aims to study the differential impact of consumers' trustworthiness beliefs on two distinct aspects of a service, namely the front line employees (FLEs) and management policies and practices (MPPs).Design/methodology/approach – The paper proposes and empirically validates a parsimonious but multidimensional and multifaceted model of consumer's trustworthiness beliefs, trust and loyalty intentions. Retail banking services in India provide the setting for the study. The analysis was conducted using structural equation modeling.Findings – The results support a multidimensional and multifaceted model linking the influence of consumers' trustworthiness beliefs related to the competence, benevolence and problem solving orientation of FLEs and MPPs o...
TL;DR: In this paper, the authors distinguish between three innovation types (i.e., services, technological process, and administrative process) and make suggestions for banks on whether to focus their innovation efforts on a specific type or composition of different types in order to optimize the returns to innovation.
Abstract: Purpose – Although several types of innovation are identified in the extant literature, researchers have not resolved conflicting theoretical predictions about the implication of adopting innovation types. Following the conceptualization of Damanpour et al., this paper aims to distinguish between three innovation types (i.e. services, technological process, and administrative process) and make suggestions for banks on whether to focus their innovation efforts on a specific type or composition of different types in order to optimize the returns to innovation.Design/methodology/approach – Based on an empirical case study of a large multinational bank in Ghana (name withheld for anonymity), data were collected with questionnaire instruments from 51 bank managers. Two regression equations were estimated and analyzed using the Statistical Package for the Social Sciences (SPSS).Findings – The paper finds evidence that focus on adopting a specific innovation type seems to contribute more to performance than adop...
TL;DR: In this paper, the authors explore public perceptions on marketing related issues of Islamic mortgages, which can help to identify the contents of the best marketing strategies for financial institutions wishing to promote Islamic mortgages among the Muslim community in the UK.
Abstract: Purpose – This paper aims to explore public perceptions on marketing‐related issues of Islamic mortgages, which can help to identify the contents of the best marketing strategies for financial institutions wishing to promote Islamic mortgages among the Muslim community in the UK. In doing so, the access issues of the Islamic mortgages and how to effectively raise awareness among the Muslim community is discussed. The paper also aims to discuss the integration of the Islamic mortgage and to investigate the importance of staff confidence and the acceptability of promoting the Islamic mortgage by a non‐Muslim sales person. Furthermore, the role of religion, the Muslim households' consumer preferences and the prospect of Islamic mortgage providers' cross‐selling Islamic mortgage products to the Muslim customers are also discussed.Design/methodology/approach – The principal method used to gather primary data is a questionnaire survey conducted with Muslim households in East London. From a total of 350 question...
TL;DR: In this paper, the authors employed a triangulation approach of structured surveys to 700 actual customers, and six interviews with professional senior managers engaged in customers' cross-buying activities of banking services in two countries - Korea and Taiwan.
Abstract: Purpose – The purpose of this paper is to be the first to explicate the determinants of customers’ cross‐buying intentions in the banking services of Korea and Taiwan, and then explore the influence of cross‐cultural values, such as “Collectivism”, to the relationships between these determinants and customers’ cross‐buying intentions.Design/methodology/approach – The authors employed a triangulation approach of structured surveys to 700 actual customers, and six interviews with professional senior managers engaged in customers’ cross‐buying activities of banking services in two countries – Korea and Taiwan. Confirmatory factor analysis and hierarchal multiple regression were conducted on these data using AMOS 10.1 and SPSS 12.0.Findings – “Perceived value”, “Trust”, “Image”, and “Satisfaction” were found to be the determinants of customers’ cross‐buying intentions in the banking services of Korea and Taiwan, out of which “Trust” and “Satisfaction” were significantly influenced by “Collectivism”. The resea...
TL;DR: In this paper, the authors identify and analyze the set of corporate social responsibility actions of a Brazilian bank as support to the strengthening of an organizational brand and discuss the reflections of sustainable actions adopted for the recognition of the organization's brand.
Abstract: Purpose – The purpose of this study is to identify and analyze the set of corporate social responsibility actions of a Brazilian bank as support to the strengthening of an organizational brand. The specific scope is to discuss the reflections of sustainable actions adopted for the recognition of the organization's brand.Design/methodology/approach – A case study, based on Yin, and in‐depth interviews with those responsible for the sustainability department of the studied organization were adopted.Findings – Literature and the understanding of the organization's executives, when compared to actions adopted by Banco do Brasil, allow the conclusion that the set of corporate social responsibility actions reflects, in its instrumental use, the intention of managing answers to social, economical and environmental demands, and in its conceptual use has helped in strengthening the financial institution's brand.Originality/value – The paper focuses on the set of corporate social responsibility actions adopted by t...
TL;DR: In this article, the authors investigate why salespeople resist change and the impact of resistance to change on customer responsiveness and performance outcomes, and identify factors that explain salesperson's resistance.
Abstract: Purpose – The purpose of this paper is to investigate why salespeople resist change and the impact of resistance to change on customer responsiveness and performance outcomes.Design/methodology/approach – Survey responses derived from 233 salespeople from three large financial institutions in Mexico are used to test relationships involving salespersons’ resistance to change.Findings – Salespeople are more likely to resist change if they believe that change increases their workload. They are less likely to resist change when they have higher levels of job autonomy and self‐efficacy. Resistance to change has a negative impact on customer responsiveness and salesperson's performance.Research limitations/implications – This study makes an important contribution to the literature by identifying factors that explain salesperson's resistance to change. Study findings rely on salesperson survey responses collected in one country and industry. Future research is needed to assess the generalizability of findings an...
TL;DR: In this article, the authors investigate investing and borrowing behavior in retail banking between ethnic groups, specifically the Caucasians vis-a-vis the Chinese, and find that the ethnic Chinese in Australia and Canada assigned 81% of their assets to their main banks, in comparison to only 72% for their counterparts in China and 73% for Caucasians.
Abstract: Purpose – This study aims to investigate investing and borrowing behavior in retail banking between ethnic groups, specifically the Caucasians vis‐a‐vis the Chinese.Design/methodology/approach – A total sample of 645 Caucasians and Chinese in Australia, Canada and China were tested for their level of business assigned to their main banks, defined as share of wallet (SOW) in this study. The study applied multivariate analyses.Findings – No significant differences were found between the ethnic Chinese in Australia and Canada in comparison to their counterparts in mainland China, or compared with the Caucasians in Australia and Canada. This finding of convergence suggests that ethnic Chinese have adapted to the local banking behavior. The ethnic Chinese in Australia and Canada assigned 81‐88 percent of their assets to their main banks, in comparison to only 72 percent for their counterparts in China and 73 percent for the Caucasians. As such, the ethnic Chinese in Australia and Canada have developed their ow...
TL;DR: This paper conducted a qualitative content analysis of bank web sites in Ghana, drawing upon Kent and Taylor's dialogic communications framework and found that over half the banks sampled scoring on more than half of all the dialogic principles (dialogic loop, ease of use, usefulness and conservation of visitors).
Abstract: Purpose – The purpose of this paper is to examine the dialogic communications potential of bank web sites in Ghana.Design/methodology/approach – The authors undertook a qualitative content analysis of bank web sites in Ghana, drawing upon Kent and Taylor's dialogic communications framework.Findings – Banks in Ghana have been fairly successful in creating web sites with high dialogic value, with over half the banks sampled scoring on more than half of all the dialogic principles (dialogic loop, ease of use, usefulness and conservation of visitors). Most banks, however, scored rather poorly on the principle of return visit.Practical implications – The revelation that the communication content of banks’ web sites in Ghana does not encourage visitors to return poses a serious challenge for banks in their bid to leverage favourable brand dispositions associated with strong customer relationships.Originality/value – The paper contributes to the scarce literature on dialogic communications potential of bank web ...
TL;DR: In this article, the authors examine college students' motivation for consuming credit cards and the usefulness of the latter to them, and rely on marketing scholars' advice by replicating and then validating an extant scale that measures college students’ decision criteria for credit cards.
Abstract: Purpose – The importance of and viability of the college student cohort for credit card firms and banks are well documented and so are the challenges facing marketers interested in this target market. The first purpose of this paper is to examine college students’ motivation for consuming credit cards and the usefulness of the latter to them. The second purpose relies on marketing scholars’ advice by replicating and then validating an extant scale that measures college students’ decision criteria for credit cards. Specifically, the paper attempts to answer two questions: what is the compelling reason for a college student to want to own and use a credit card? In addition, how important is the credit card to the college student?Design/methodology/approach – The authors adopted the classical multi‐step scale development procedure, which demands that thorough attention is paid to every step of the process. Exploratory and confirmatory factor analyses were used to assess the reliability and validity of the re...
TL;DR: In this paper, the authors present an example of how banks can integrate societal need in their daily business, improving the context and by that improving also their reputation, showing that the current financial crisis offers banks the possibility to rethi...
Abstract: Purpose – This paper aims to understand how Italian banks are supporting their local economies in facing the current financial crisis through corporate social responsibility (CSR) strategies.Design/methodology/approach – This paper is the result of research conducted through multiple case studies to identify best practices in the Italian financial sector.Findings – The research shows that banks are working in the CSR field, not only with a compliance approach, but trying also to support the local economies where they operate.Research limitations/implications – Only a limited number of banks were studied and the research relied on banks' web sites and documentation – which may be affected by self‐reporting bias.Practical implications – The paper presents an example of how banks can integrate societal need in their daily business, improving the context and by that improving also their reputation.Originality/value – The paper illustrates that the current financial crisis offers banks the possibility to rethi...
TL;DR: In this paper, the authors identify which factors determine (German) retail banking customers' intention to adopt a new remuneration system for financial advice, which is a pay-per-use advisory model that supersedes existing commission-based advisory approaches.
Abstract: Purpose – The paper aims to identify which factors determine (German) retail banking customers' intention to adopt a new remuneration system for financial advice. The new system is a pay‐per‐use advisory model that supersedes existing commission‐based advisory approaches.Design/methodology/approach – The paper develops and tests a comprehensive conceptual framework that includes perceived innovation characteristics, relationship quality, and socio‐demographic and psychographic variables to explain adoption intentions of the new remuneration system. The data come from a survey among clients of a large German retail bank.Findings – Perceived innovation characteristics (i.e. relative advantage) largely determine the intention to adopt the fee‐based advisory model. Consumer and relationship quality variables do not directly impact adoption intentions, but have an indirect effect through influencing perceived innovation characteristics and moderating their relative importance. Relationship quality indicators, ...
TL;DR: In this paper, the extent of and key determinants for bank and insurance provider selection and usage by business customers from the small to medium-sized enterprise (SME) segment, thereby aiming to increase understanding of the drivers of customers' cross-buying behavior across these financial service sectors.
Abstract: Purpose – This paper aims to examine the extent of and key determinants for bank and insurance provider selection and usage by business customers from the small to medium‐sized enterprise (SME) segment, thereby aiming to increase understanding of the drivers of customers' cross‐buying behaviour across these financial service sectors.Design/methodology/approach – Semi‐structured interviews were carried out with key decision makers from 22 SMEs within one country. Content analysis was employed to analyse the data.Findings – Empirical findings suggest use of multiple banks as the norm among SMEs, whereas insurances are dominantly purchased from a single provider. As SME customers appear to prefer using separate, independent providers for their banking and insurance services, absence of customer loyalty programs, unfavourable pricing of the total offering and image conflicts were identified as main factors limiting the willingness to cross‐buy across these financial services sectors.Research limitations/impli...
TL;DR: In this article, a consumer model of customer loyalty incorporating service quality, value and involvement is developed theoretically and validated empirically through SEM using data collected from a global sample of 114 credit card holders.
Abstract: Purpose – In a fiercely competitive industry, credit card issuers need to develop a loyal customer base and motivate their card holders to use their cards at a sufficient level to assure profitability. The purpose of this article is to propose a consumer model of customer loyalty in the credit card industry.Design/methodology/approach – A model of customer loyalty incorporating service quality, value and involvement is developed theoretically and validated empirically through SEM using data collected from a global sample of 114 credit card holders.Findings – The loyalty model proposed was validated, showing that the independent variable, i.e. customer involvement, had path loadings of 0.32 and 0.26 on quality and value, respectively, while both service quality and value had direct effects on loyalty, with path loadings of 0.30 and 0.51, respectively.Research limitations/implications – Customer involvement has been shown to directly influence both service quality and value, and it should be further investi...
TL;DR: In this article, the authors examined the effect of behavioural inhibition and behavioural activation systems on users' intention to adopt customer relationship management (CRM) applications and found that individuals with different combinations of BIS-BAS levels demonstrate varying degrees of willingness in adopting and contributing towards the CRM system.
Abstract: Purpose – This paper seeks to examine the effect of behavioural inhibition and behavioural activation systems on users' intention to adopt customer relationship management (CRM) applications.Design/methodology/approach – Data for this study were collected from among managers of a major player in the community banking sector within the European Union. A total of 274 valid responses were obtained from 398 managers.Findings – The results indicate that individuals with different combinations of BIS‐BAS levels demonstrate varying degrees of willingness in adopting and contributing towards the CRM system.Practical implications – These results can be useful for human resources managers, who can screen individuals for positions requiring customer interface and effective use of CRM systems. The need to align employees' characteristics with CRM goals and strategies is critical to the successful application of CRM systems but has often not been given sufficient attention.Originality/value – This paper demonstrates t...
TL;DR: In this article, the authors proposed a quality function deployment analytic hierarchy process (QFD•AHP) framework to improve quality and competitive positioning within the financial services context, and demonstrated the applicability of the model through a case study.
Abstract: Purpose – The purpose of this paper is to propose a quality function deployment analytic hierarchy process (QFD‐AHP) framework to improve quality and competitive positioning within the financial services context. The applicability of the model is demonstrated through a case study.Design/methodology/approach – Results of two empirical surveys were utilized to detect the “Voice of the Customer”. The first identified main bank selection criteria and questionnaires and exploratory factor analysis were employed. The second utilized structured interviews for the development of the first house of quality (HOQ), relating customer requirements to key market segments. The AHP was used to determine the intensity of the relationships within the HOQ.Findings – In total, six key selection criteria were designated. Analysis incorporated customer needs and evaluations for the bank's current position, future goals related to specific market segments, and competition allocations. “Pricing” was the most important criterion,...
TL;DR: In this article, an exploratory analysis of the interventions carried out by all Spain's savings banks during 2009 is presented, showing an increasingly relevant role of savings banks in cooperation for development, mainly due to pressure from their customers and from society in general.
Abstract: Purpose – Society's concern about issues related to development aid to underdeveloped countries has grown significantly in recent years. The gross inequalities between North and South, constant conflicts, political crises, and natural disasters have sensitized society to the urgent need to help these depressed areas. The objective of the present study is to examine the role Spain's savings banks play in international cooperation and development as a field that society and the general public see as ever more crucial.Design/methodology/approach – The paper describes an exploratory analysis of the interventions carried out by all Spain's savings banks during 2009.Findings – The results of this exploratory study reflect an increasingly relevant role of these savings banks in cooperation for development, mainly due to pressure from their customers and from society in general. They also show the importance of so‐called “Works in collaboration”, mainly with non‐governmental organizations/non‐governmental develop...
TL;DR: In this article, the authors present a conceptual model that highlights the complexities associated with foreign banks wishing to operate with the Indonesian marketplace, which is conceptual in nature and draws upon the marketing literature and theory to present a number of propositions.
Abstract: Purpose – This paper aims to present a conceptual model that highlights the complexities associated with foreign banks wishing to operate with the Indonesian marketplace.Design/methodology/approach – The paper is conceptual in nature and draws upon the marketing literature and theory to present a number of propositions.Findings – The paper melds key international marketing constructs by positing that Indonesian consumers using foreign banks yield utilitarian, hedonistic and symbolic benefits. These underlying consumer outcomes are modeled into variables likely to impact purchase intentions.Research limitations/implications – This paper represents the first attempt to conceptualize the many challenges facing foreign banks operating within an Indonesian setting. As Indonesia has a diverse range of cultures and values systems the model highlights the considerations associated with operating in such a diverse country.Practical implications – A number of important implications are presented for bank decision m...
TL;DR: In this article, the authors address physical space management in customer service establishments and recognize the importance for such establishments to consider the experiences of customers in these spaces and suggest constructs that enable service companies to focus appropriately on clients and to create and manage the experiences in these facilities.
Abstract: Purpose – The purpose of this paper is to address physical space management in customer service establishments and recognise the importance for such establishments to consider the experiences of customers in these spaces. For this purpose, the authors suggest constructs that enable service companies to focus appropriately on clients and to create and manage the experiences of customers in these facilities.Design/methodology/approach – The data for the analysis were gathered using a purpose‐designed structured questionnaire that was administered by computer‐assisted telephone interviewing (CATI). Quotas were established to ensure a reliable and accurate representation of the general Spanish population with current accounts at a retail branch of any bank. The data collected included 1,600 valid responses.Findings – Changes in the physical spaces of banking establishments must be determined by “how such establishments want to be perceived” by customers. This research indicates that current management is inad...