International Journal of Bank Marketing: Volume 21 Issue 5

Customer perceptions of service quality in the banking sector of a developing economy: a critical analysis

G.S. Sureshchandar, Chandrasekharan Rajendran, R.N. Anantharaman

Focusses on investigating the critical factors of customer perceived service quality in banks of a developing economy – India. Compares and contrasts the three groups of banks in…

Clients’ characteristics and marketing of products: some evidence from a financial institution

Karmele Fernández‐Aguirre, Inmaculada Gallastegui‐Zulaica, Juan Ignacio Modroño‐Herrán, Vicente Núñez‐Antón

Within the framework of database marketing, that is, data mining applied to large databases for marketing purposes, we analyze the database of clients of a financial institution…

Antecedents and outcomes of service recovery performance: an empirical study of frontline employees in Turkish banks

Ugur Yavas, Osman M. Karatepe, Turgay Avci, Mehmet Tekinkus

This study investigates the potential impact of organizational variables on the service recovery performance of frontline employees, and the impact of successful service recovery…

Assessing the importance of the development activities for successful new services: does innovativeness matter?

Spiros P. Gounaris, Paulina G. Papastathopoulou, George J. Avlonitis

This article reports on the results of a research project into the development activities undertaken during the launch of 132 new financial services in Greece. According to the…