International Journal of Bank Marketing: Volume 23 Issue 1

Customer perspectives on the role and importance of branding in Irish retail financial services

Deirdre O'Loughlin, Isabelle Szmigin

This paper explores the role of financial services brand values and compares the importance of process and outcome factors in terms of their impact on customer perceptions…

Re‐engineering service quality process mapping: e‐banking process

Raphaël K. Akamavi

The paper examines a financial service innovation process, which is referred to as financial product innovation: improvements to existing services. This study conducts a critical…

Learning during developing and implementing new bank offerings

Eric Stevens, Sergios Dimitriadis

Knowledge of the management issues for developing new bank offerings efficiently is limited. Furthermore, recent research suggests that organisational learning can contribute…

American consumers' attitudes towards commercial banks: A comparison of local and national bank customers by use of geodemographic segmentation

Erdener Kaynak, Talha D. Harcar

This article demonstrates the application of geodemographic segmentation to the service industry by using commercial banking as a case example.

Product development in UK retail banking: Developing a market‐oriented approach in a rapidly changing regulatory environment

David J. Slattery, Joseph G. Nellis

The paper examines how product innovation in the UK banking industry has been affected and is likely to be affected by changes in regulation and in government policy. It considers…

Enhancing microfinance outreach through market‐oriented new service development in Indian regional rural banks

Philip Megicks, Atul Mishra, Jonathan Lean

Hitherto, assessments of the effectiveness of Indian microfinance institutions in achieving their economic and social goals have largely identified only limited success. Critics…