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This study aims to review the published empirical research on relationship orientation in banking and insurance services. The objective of the study is to understand whether a strong customer–sales representative relationship contributes to sales effectiveness and to know the significance of relational behaviors in developing and maintaining long-term relationship.

Through Boolean search, a systematic review with narrative synthesis was conducted. Relevant electronic bibliographic databases and reference lists of pertinent review articles were searched. Screening and eligibility of articles were based on participants, interventions, comparisons, outcomes (PICO) model and PRISMA (Preferred Reporting Items for Systematic reviews) guidelines.

A total of 22 papers were finalized for the study, and results reveal that customer orientation behavior and adaptive selling behavior of sales representatives improve relationship quality, culminating in higher customer satisfaction, enhanced loyalty and escalated commitment, whereas selling orientation diminishes the relationship quality. The attributes of sales person especially contact intensity, contact frequency and client knowledge augment sales effectiveness and longstanding relationship with the customers.

This paper would provide valuable insights for financial sales representatives, academicians and practitioners of relationship marketing in the area of banking and insurance services. Personalization and customizations are important aspects of the provision of social benefits that strengthen competitive advantage.

Although the relevance of relationship marketing has been acknowledged, the conceptual base of relationship orientation in banking and insurance services has received only limited attention.

Companies around the globe increasingly receive immense shareholder scrutiny due to perceivably excessive executive director remuneration. The debate in South Africa intensifies due to severe pay inequality. The authors thus accounted for the perspectives of asset managers and listed financial services companies in South Africa pertaining to the impact of voting and engagement on director pay policies and practices.

Semi-structured interviews were conducted with selected asset managers, chief executive officers, chief financial officers and remuneration committee members of listed financial services companies to gauge their views on the impact of shareholder activism endeavours on remuneration governance. The qualitative data was analysed by conducting thematic analysis.

Most of the asset managers and financial services representatives preferred proactive, private engagement on pay concerns, given the impact thereof on voting outcomes, and ultimately director remuneration practices and policies. Independent remuneration committees have a prominent role in facilitating engagements with investors to ensure fair remuneration.

The consequences should be clearer if organisations receive substantial votes against their pay policies and implementation reports. South African regulators can consider the “two-strikes” rule to ensure that action is taken in response to shareholder voting on director remuneration matters.

Representatives of asset managers and listed financial services investee companies offered valuable insights on remuneration governance deliberations in an emerging market. This in-depth analysis highlights the importance of proactive engagement to ensure that corporate leaders are paid fairly.

The article aims to discuss findings from a knowledge exchange review of financial inclusion in Britain and compare these to key features of financial exclusion evident from European analyses.

This paper is based on an innovative knowledge exchange project. Rapid research reviews analysed evidence on financial exclusion in Britain in relation to access to banking services; to credit; to household insurance; personal savings and assets; money advice provision; and financial capability. The findings from these reviews were discussed by stakeholders representing the private, government, community and civil society sectors in a series of evidence review forums. The results of these discussions were summarised and reconsidered at a national knowledge exchange conference. Throughout the project, stakeholders exchange opinions about the state of financial exclusion knowledge through an online discussion forum.

The research identified agreement among British stakeholders over several aspects of financial exclusion, in particular continuing problems of access to mainstream banking services for low income customers and a lack of appropriate and affordable credit provision. Areas of controversy included whether banks denied services to lower income customers or were withdrawing from deprived communities, and the necessity for further regulation of mainstream financial services.

Comparing these findings to research from other European countries raises questions about how financial inclusion should be defined, and whether existing indicators capture this adequately across contrasting social, institutional and regulatory contexts. The research raises challenges for policy transfer between countries.

Discusses an extensive research project relating to the quality and quantity of training available to life assurance representatives. The research was undertaken for LAUTRO, the industry′s self‐regulatory body, and provided background information prior to the issue of training and competence standards which will operate industry‐wide from April 1993. Based on data relating to over 140,000 life assurance representatives, pinpoints the extensive variety in training and recruitment practices between companies in the industry and between categories of representatives, even within one company. Outlines the arguments in favour of providing comprehensive training for life assurance representatives, while concluding that there may need to be flexible forms of training to take account of the differing characteristics of representatives and their companies.

Today’s financial service institutions have shifted from traditional face‐to‐face selling to direct marketing practices, including phone, mail, and computer technology. Consumer’s preferences toward face‐to‐face interaction versus direct means are empirically examined across 15 different financial products and services. A significant variation was found in consumer preferences across different financial products and services, and the profiles of consumers are developed based on their preferences. Implications are drawn for developing customer‐oriented marketing strategies, acknowledging customers’ differences in their preferences toward human interaction and self‐service technology.

This paper aims to investigate the conceptual and empirical effects of corporate social responsibility (CSR) on affective and behavioral inclinations of financial service representatives (FSRs) in faith-expressive (FE) banks and financial institutions in non-Western markets.

Drawing upon recent CSR research findings, this study proposed a conceptual model of the association between FSRs’ perceptions of the firm’s CSR toward stakeholders with FSRs’ affective attachment, work engagement and proactive work inclinations using survey data (n = 175). Pre-analysis procedures were applied followed by structural equation modeling to test the hypotheses.

FSRs were more emotionally attached to the firm when CSR initiatives were directed at them or toward social organizations, but were generally ambivalent to CSR directed to suppliers or competition. As firm attachment becomes stronger, propensity to engage in work and proactive work behaviors increases.

This paper improves management understanding and sensitivity to managing the service salesforce in FE firms as emerging organizations. Future research can focus on actual measures of job performance and on comparative results when applied to traditional financial firms.

Marketing managers relying on CSR to motivate FSRs should realize its limitations when applied to FE firms. Qualitative approaches to solicit stakeholders’ input are encouraged to improve CSR performance.

In non-Western FE firms, strategizing CSR initiative spending should include its potential impact on service employees dealing with customers with particular attention to firm attachment, and inclination to excel in service providing.

The purpose of this paper is to discuss and evaluate the existing public and business policies which regulate and influence the operating procedures of USA, financial institutions qualifying prospective customers for their financial products and services. The specific focus of the paper is on the controversial issue of whether many of these financial institutions are recognizing forms of identification, such as the individual taxpayer identification number and foreign government‐issued documents, which are either inadequate for this purpose or inadequately secured as a legitimate form of identification.

By reviewing key USA laws and regulations pertaining to the legal qualification of prospective customers, the author is able to evaluate (based on available evidence) the business practices engaged in by certain members of the financial services sector.

The use of less secured forms of legal identification are allowing illegal aliens to gain access to a variety of financial products and services, thereby providing an environment conducive to encouraging further illegal entry and supporting residence of this population in the USA.

The paper offers an in‐depth analysis of USA laws and regulations which appear to offer contradictory guidance to financial service companies who are required to legally identify prospective customers of their products and services. Furthermore, while recommending new legislation to harmonize a public policy approach among federal agencies, i.e. to require secure forms of legal identification which are readily available to USA citizens and legal alien residents, the paper also explores how financial institutions are capable of enhancing their corporate citizenship profile and reputation, especially to stakeholder groups concerned with enforcement of immigration laws, by exercising enhanced voluntary business operating policies.

This paper aims to empirically test the relationship between supplier relations and satisfaction with overall supplier performance in a services context at a process level of analysis.

Two hypotheses are developed, one predicting a positive relationship between a multi‐dimensional construct of supplier relations and satisfaction with overall supplier performance, and one five‐part hypothesis predicting positive relationships between the underlying components of supplier relations and satisfaction with overall supplier performance. Using a sample of 108 financial services processes, the first hypothesis is tested using regression analysis, and the second hypothesis is tested using correlation analysis.

After controlling for supplier efficiency and responsiveness, use of information technology, electronic information‐sharing, supplier type, and firm size, better supplier relations are associated with satisfaction with overall supplier performance. However, while the “partnering” components of the relationship (i.e. cooperation and long‐term commitment) are correlated with satisfaction with overall supplier performance, the “operational” components of the relationship (i.e. high degree of coordination, information‐sharing, and feedback) are not.

Limited informant population, primarily single respondents, some single‐item variables.

The research results suggest not only the importance of improving overall supplier relations, but also the particular benefits of building partnerships within the service supply chain through co‐operation and long‐term commitment in order to increase satisfaction with overall supplier performance.

Unlike most empirical supply chain management studies, which use data from manufacturers at the strategic business unit or firm level, and recognizing that services and manufacturers differ in certain respects that are salient for supply chain management, this study uses data from a services industry (i.e. financial services) collected at the process level and provides unique insights into services and process level supply chain management.

There is increasing international concern about the escalation of fraud and, in particular, financial statement fraud. Detecting financial statement fraud and proving such fraud remains an elusive goal. Red flagging is an early warning system that has been used by auditors to determine the probability of financial statement fraud. The purpose of this research project was to survey investors and lenders in South Africa on their use of red flags and to obtain their opinions on the relative importance of individual red flags. A questionnaire was sent to banks that are registered with the Registrar of Banks (representative of lenders) and to portfolio managers registered with the Financial Services Board (representative of investors). The research findings indicate that lenders and investors in South Africa appear to be aware of the benefits of red flagging as an early warning system. A structured approach (questionnaires/checklists) in using them is to be lacking at present. Respondents rated all red flags in the questionnaire as being important. No distinction was discernable among the different categories that were based on the nature of red flags.