International Journal of Bank Marketing: Volume 38 Issue 3

Customer attrition analysis in the securities industry: a large-scale field study in Korea

Yongkil Ahn, Dongyeon Kim, Dong-Joo Lee

The purpose of this paper is to identify the attributes that predict customer attrition behavior in the brokerage and investment banking sectors.

The effects of relationship bonds on bank employees’ psychological responses and boundary-spanning behaviors: An empirical examination of the JD–R model

Myoung-Soung Lee, Sang-Lin Han

The purpose of this paper is to examine the effects of relationship bonds on the psychological response and behavior of bank employees based on the job demands–resources theory…

Systematized literature review on financial inclusion and exclusion in developed countries

Beatriz Fernández-Olit, José María Martín Martín, Eva Porras González

The purpose of this paper is to provide a systematic literature review of the research published on financial inclusion (FI) and financial exclusion (FE) in developed countries…

Using latent commitment profile analysis to segment bank customers

Gordon Fullerton

Allen and Meyer’s (1990) three component model of organizational commitment is now well accepted in the study of consumer–service provider relationships (Keiningham et al., 2015)…

Brand equity in Caribbean financial services: the moderating role of service providers

Meena Rambocas, Surendra Arjoon

The purpose of this paper is to develop an integrated model to represent how service experience (core, employee and service scale), customer satisfaction (transaction-specific and…

Institutional investors vs retail investors: Are psychological biases equally applicable to investor divides in Malaysia?

Haruna Babatunde Jaiyeoba, Moha Asri Abdullah, Khairunisah Ibrahim

Guided by several pioneered studies, the purpose of this paper is to comprehensively investigate the investment behaviours of Malaysian retail and institutional investors in an…

The influence of servant leadership on an organization’s serving-driven capabilities in a Kuwaiti bank environment

Hernan Eduardo Riquelme, Rosa E. Rios, Akram S. Gadallah

The purpose of this paper is threefold: first, to test the direct influence of servant leadership (SL) on an organization’s serving-driven capabilities (S-DC). Second, to test the…

Identifying brand touchpoints to increase switching costs in the banking industry

Abdullah Sultan

The purpose of this paper is to study the effect of staged customer experiences on customer switching costs in the banking industry.

Impact of employee job satisfaction and commitment on customer perceived value: An original perspective

Hanen Charni, Isabelle Brun, Line Ricard

The purpose of this paper is to analyse the impact of employee job satisfaction and affective commitment as perceived by customers on customer perceived value, more specifically…

How are we tempted into debt? Emotional appeals in loan advertisements in UK newspapers

Barbara Czarnecka, Emmanuel Mogaji

The purpose of this paper is to examine the use of emotional appeals in advertisements for loans and explored consumers’ perceptions of advertisements featuring such appeals in…