International Journal of Bank Marketing: Volume 42 Issue 6

Guest editorial: Consumer vulnerability in the banking context

Diego Monferrer Tirado, Miguel Ángel Moliner Tena

Vulnerable customers' perception of corporate social responsibility in the banking sector in a post-crisis context

Diego Monferrer Tirado, Lidia Vidal-Meliá, John Cardiff, Keith Quille

This research aims to determine to what extent corporate social responsibility (CSR) actions developed by bank entities in Spain improve the vulnerable customers' emotions and…

When unethical practices harm relationship outcomes: testing the influence of consumer-perceived unethical behaviour on trust and satisfaction in the banking sector

Eddy Balemba Kanyurhi, Deogratias Bugandwa Mungu Akonkwa, Bonheur Murhula Lusheke, Patrick Murhula Cubaka, Paul Kadundu Karhamikire, Célestin Bucekuderhwa Bashige

The study has two objectives: (1) expand our knowledge of the relationship between unethical behaviour and both trust and satisfaction and (2) demonstrate that unethical behaviour…

Gender disparities in financial resilience: insights from South Africa

Bomikazi Zeka, Abdul Latif Alhassan

While the extant literature has explored issues related to the access, usage and availability of financial services, the ability of households to withstand financial adversities…

How informal financial service institutes facilitate the financial inclusion of low-income, unbanked consumers

Sohail Kamran, Outi Uusitalo

The present study aimed to provide an understanding of the roles of community-based financial service organizations (i.e. rotating savings and credit associations [ROSCAs] as…

“One size doesn't fit all”. Bank switching decisions and customer vulnerability in Europe

Marcos Fernández-Gutiérrez, John Ashton

This paper examines the relationships between bank switching and both customer vulnerability and consumer-oriented policies (financial education and disclosure practices).

Exploring affiliate marketing's impact on customers' brand engagement and vulnerability in the online banking service sector

Damianos P. Sakas, Nikolaos T. Giannakopoulos, Panagiotis Trivellas

The purpose of this paper is to examine the impact of affiliate marketing strategies as a tool for increasing customers' engagement and vulnerability over financial services. This…

What is the connection between Fintechs’ video marketing and their vulnerable customers’ brand engagement during crises?

Damianos P. Sakas, Nikolaos T. Giannakopoulos, Marina C. Terzi, Ioannis Dimitrios G. Kamperos, Nikos Kanellos

The paper’s main goal is to examine the relationship between the video marketing of financial technologies (Fintechs) and their vulnerable website customers’ brand engagement in…

Financial capability and financial anxiety: comparison before and during the COVID-19 pandemic

Jing Jian Xiao, Kexin Meng

This paper aims to examine and compare the associations between financial capability and financial anxiety (FA) before and during the coronavirus disease 2019 (COVID-19) pandemic…

How do irresponsibility attributions affect organisational reputation? Evidence from the banking industry

Grzegorz Zasuwa, Grzegorz Wesołowski

This study examines how potentially irresponsible banking operations affect organisational reputation. A moderated mediation model is applied to explain how major aspects of…

The role of financial literacy in consumer financial fraud exposure (via email) and victimisation: evidence from Spain

Lucía Rey-Ares, Sara Fernández-López, Marcos Álvarez-Espiño

The ongoing evolution of the Internet and the subsequent digitalisation of financial services, along with the ever-increasing innovation of financial products, have rendered…

Embracing paradox: middle managers’ compassion and the vulnerable customer

Andrés Salas-Vallina, Alma Rodríguez Sánchez, Manoli Pozo-Hidalgo

This study explores the phenomenon of compassionate leadership, a promising concept in management literature. Despite significant contributions towards the understanding of its…