International Journal of Bank Marketing: Volume 25 Issue 5
Strapline:
For the financial services sectorTable of contents
Effects of personal values on customer satisfaction: An empirical test of the value percept disparity model and the value disconfirmation model
Josee Bloemer, David DekkerDifferent authors suggest that personal values (as opposed to economic values of objects) are important antecedents of service satisfaction. This paper seeks to investigate…
Explaining satisfaction in double deviation scenarios: the effects of anger and distributive justice
Ana B. Casado‐Díaz, Francisco J. Más‐Ruiz, Hans KasperResearch has shown that more than half of attempted recovery efforts only reinforce dissatisfaction, producing a “double deviation” effect. Surprisingly, these double deviation…
Degrees of separation: technological interactivity and account management
Tim Hughes, Bryan Foss, Merlin Stone, Peter ChevertonThere has been an increasing application of remote technology to customer service. This research, from business‐to‐business financial services, seeks to gain insight and…
An insight into the impact of a retailer's relationship efforts on customers' attitudes and behavioral intentions
Chiung‐Ju Liang, Wen‐Hung WangThe purpose of the paper is to summarize existing evidence about the behavioral sequence of relationship marketing at the individual customer level, and also to offer a conceptual…
ISSN:
0265-2323Online date, start – end:
1983Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Dr Hooman Estelami