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Article
Publication date: 20 September 2011

Ana Isabel Canhoto

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Abstract

Details

Journal of Product & Brand Management, vol. 20 no. 6
Type: Research Article
ISSN: 1061-0421

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Article
Publication date: 30 October 2009

Ana Isabel Canhoto

Privacy is a topic of major interest to the marketing community that has fuelled the development of legal and technical mechanisms to protect customers' anonymity and to…

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1317

Abstract

Purpose

Privacy is a topic of major interest to the marketing community that has fuelled the development of legal and technical mechanisms to protect customers' anonymity and to prevent the misuse of customer data. Nevertheless, data breaches continue to occur. The purpose of this paper is to offer new insight into the causes of such breaches, thus paving the way for novel approaches to privacy protection.

Design/methodology/approach

The paper presents a semiotic framework identifying the data, task related and normative factors that influence behaviour. A qualitative study with branch and back office employees in a British financial institution illustrates the explanatory value of the framework.

Findings

The results show that the legal tools provide guidance only when they are clear, relevant and enforceable, that technology reduces idiosyncrasy but has limited application and, crucially, that employees' attitudes, group norms, preconceptions and mental processes dramatically condition behaviour.

Research limitations/implications

The study integrates the limited marketing literature available on the reasons for privacy breaches, and advances the understanding of the role of employees in safeguarding customer data. It is an exploratory, small‐scale study that simultaneously offers new insight and identifies areas where further research is needed.

Practical implications

The paper presents practical contributions to marketing managers concerning policy wording, job design and reward schemes.

Originality/value

The study delivers a holistic framework to assess how the various privacy related initiatives may interact with each other, and specifically focusing the researcher's attention on what is often the weakest link in privacy protection: staff.

Details

Journal of Consumer Marketing, vol. 26 no. 7
Type: Research Article
ISSN: 0736-3761

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Article
Publication date: 7 January 2022

Muhammed Shafi M.K and M. Ravindar Reddy

The paper aims to study the outreach and performance of business correspondent (BC) models, which are implemented as a subsidiary agent of banks to accelerate the…

Abstract

Purpose

The paper aims to study the outreach and performance of business correspondent (BC) models, which are implemented as a subsidiary agent of banks to accelerate the financial inclusion (FI) mission in India. In this regard, the study illustrates BC's products and services rendered to customers, forms of delivery channels and BC's view on banking services and Kiosk-based BC programs.

Design/methodology/approach

The current paper is an empirical study based on surveying 200 Kiosk-based BCs working in the state of Kerala. After the preliminary screening analysis of the data with outlier deletion, removal of missing values and normality test, both exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) were executed followed by reliability test, convergent and discriminant validity tests. Covariance-based structural equation modeling (CBSEM) was performed for CFA and inferential tests were carried out by using statistical package for the social sciences (SPSS) and analysis of a moment structures (AMOS) and Eviews.

Findings

Chiefly, eight operational forms of BCs were found from the field survey. Hypothetical tests show the significant impact of the serviceability of banks on BC's profitability. Validity tests such as average variance extracted (AVE), composite reliability (CR), maximum shared variance (MSV) and average shared variance (ASV) were established after the removal of the cross-loaded items of the questionnaire from the rotated component matrix. BCs perform main banking services especially bank account opening facility and Akshaya E-Centers are widely used for this model as Kiosk banking in the surveyed state.

Originality/value

So far, no study has encompassed empirical research on performance analysis and outreach of the BC model in the state of Kerala where this BC model well functions. Since the study is a novel form of banking channelization for FI, the study can contribute to understanding the further feasibility and future dimension of the model based on experimental views of BCs.

Details

Benchmarking: An International Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1463-5771

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