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The purpose of this paper is to deliver empirical results on the effects of (out‐of‐band) short message service (SMS) confirmation messages after transactions have been completed in an automated interactive voice response (IVR) telephone banking service. The research seeks to discover if SMS confirmations have a positive effect on customer relationship to furnish evidence for a proposed business case for a multi‐channel banking service. The paper aims to offer results on customer attitude on the role of SMS with IVR as a multi‐channel customer relationship management (CRM) strategy in digital banking.

The methodology is an empirical study based on a controlled laboratory experiment using bank customers as participants. Questionnaires and user observation techniques were employed to collect quantitative and qualitative data, which were analysed using repeated measures ANOVAs.

Transaction confirmation is shown to be important to customers – whether by an SMS message or within the IVR telephone call itself. Customers judged the role of SMS for CRM as highly desirable after monetary transactions; they prefer the version of the IVR banking service that provides (out‐of‐band) SMS confirmation compared to one that does not – and they judged it significantly higher for quality. However, there were no significant differences detected between customer attitude scores for usability of IVR calls involving funds transfers with, or without, an SMS confirmation. As a consequence, the business case was only developed as far as inclusion of transaction confirmation within the IVR call itself, and not extended to use of SMS.

Implications from the results are offered as management insights for the financial services sector in seeking integrated mobile CRM strategies, or “next call avoidance” strategies.

The paper reports findings from a controlled experiment with 116 participants that was based on extension of an existing IVR telephone banking service with which they were all familiar as users.

The purpose of this paper is to deliver empirical data comparing the effects of music with the effects of providing waiting time information on customers who are kept on hold when telephoning their bank. It aims to discover if either has a more positive impact on their affective responses (satisfaction), and to discern if these effects are measurably different to a telephone call without music, or waiting time information, and for different durations of wait.

The methodology is an empirical study using bank customers as participants. Questionnaires and user observations techniques are employed to collect quantitative data which are analysed using repeated measures ANOVAs.

Overall the presence of updates, or music, has a positive influence on satisfaction when compared to just a ringing tone, but for a waiting time of one minute music has no influence on satisfaction. The acceptable waiting time threshold plays a very critical influence on satisfaction with the service. A waiting time above this results in larger differences being observed in the responses to the four treatments, with music and updates both having greater influence. In general, the presence of music and updates are also shown to reduce the overestimation of perceived waiting time.

This paper reports findings from an existing UK telephone banking service with 197 customers in three different locations. Implications from the findings provide insights for telephone service managers when choosing between adopting music or updates for managing on‐hold periods.

The purpose of this paper is to investigate the determinants of mobile banking (m-banking) for individual performance and whether or not there are any age or gender differences.

The research model is based on the task-technology fit (TTF) theory, which integrates elements of task and technology characteristics, technology usage, and individual performance, while combining the age and gender subsamples. The empirical approach was based on an online survey questionnaire of 256 individuals. Partial least squares based on the multi-group analysis were used to analyse the proposed framework construct relationships.

The results reveal that TTF and usage are important precedents of individual performance. The authors find statistically significant differences in path usage to performance impact for the age subsample, and no statistically significant differences for the gender subsample.

The paper highlights the TTF model to understand the determinants that influence the individual performance of m-banking, and whether or not there are any age or gender differences. While most earlier research focuses on m-banking adoption, the approach diverges from the majority of the work by examining the individual performance, which has not been considered in earlier studies.

This paper aims to assess the direct effects of antecedents of initial trust, the mediating effect of trust and the moderating effect of demographic variables on non-adopters’ behavioral intention to use mobile banking.

The study tested the models of theory of reasoned action and theory of planned behavior to evaluate potential antecedents of trust (diffusion of trust, infrastructure quality, perceived costs, privacy and security) moderators (demographic variables) and mediators (initial trust) that will influence behavioral intention to use mobile banking. The Hayes’ Process Macro developed by Andrew F. Hayes (2013) was used as a statistical analysis in SPSS to estimates the path coefficients using multiple regression. The tool provides insights on the direct and indirect effect of the independent variable on the dependent variable through the existence of moderating variables and mediation variables.

The results show that the non-adopters of mobile banking asserted that the antecedents of initial trust played a significant influence on behavioral intention to use online banking services.

There is a dearth of literature addressing mobile banking in the Philippines. The first initial trust formation in internet banking using computer workstations and laptops in the Philippines was conducted by Chiu et al. (2016). This research fills in the gap by expanding and formulating a deeper understanding of the antecedents of initial trust that influence consumer behavioral intention that might be responsible for the slow diffusion of mobile banking services in the country. The results from this study will help financial institutions create a beneficial connection with consumers while alleviating the fears of non-adopters and enhancing their understanding of the benefits of mobile banking.

Bank adoption of mobile banking globally remains sporadic. Factors influencing this remain under researched. The purpose of this paper is to explore drivers and barriers of bank adoption of mobile banking from a stakeholder perspective.

Using diffusion of innovation (DOI), a mixed method study was conducted. Data were collected using blogging to inform a two-round modified Delphi study. The opinion of 72 members from six stakeholder industries was sought.

The results indicate that DOI theory is still applicable within mobile environments in helping to understand the diffusion of mobile banking. Key drivers of bank adoption were global mobile phone penetration, competitive advantage, customer convenience, strategic importance, customer demand, low perceived risk/security concerns and stakeholder partnerships. Findings suggest low levels of customer demand and lack of return on investment (ROI) are key barriers for banks. The findings have strategic implications for industry players highlighting the importance of mobile banking to maintain market share and customer relations. These influences will inform successful mobile banking strategies by raising awareness of major barriers.

This study concentrates on a bank/stakeholder perspective. It confirms that DOI theory is still applicable within mobile environments. It extends understanding of bank adoption providing useful information for all stakeholders. It has implications for banks regarding multi-channel banking and the motivators and challenges influencing its adoption.

The purpose of this paper is to analyze the factors affecting mobile banking adoption among young Indian consumers.

The authors use a cross-sectional survey research design to empirically examine the factors affecting mobile banking adoption among young Indian consumers. The study sample consists of 269 respondents aged between 23 and 30 years from India.

The findings of the study suggest that perceived usefulness (PU), perceived ease of use (PEU), perceived credibility (PC) and structural assurance (SA) are strong determinants of user satisfaction (US) and behavioral intention (BI) to use the mobile banking service. US was found to partially mediate the relationship between PU, PEU, PC and SA and BI to use the service. Perceived risk was found to be statistically insignificant in terms of its relationship with BI to use the service.

The results of this study provide good evidence for banks to further revamp their work practices in the area of mobile banking to enhance the overall penetration of mobile banking in India.

The study identifies factors influencing mobile banking adoption among young Indian consumers. Furthermore, this study suggests that US partially mediates the relationship between factor influencing mobile banking adoption and BI.

The prevalence of thyroid abnormalities among 831 sexual, violent, and non‐violent non‐sex offenders was found to be greater than found in the general population. Thyroid abnormalities were most common among violent offenders and among sex offenders who victimized children. Thyroid disorders were associated with psychotic diagnoses, delusions, mania, suicidal thoughts, and showed a trend to more suicide attempts. These disorders were undiagnosed in 49.1% of the cases prior to the present clinical assessment. Of these, 59.3% faced their first criminal charges, and the undiagnosed thyroid abnormalities may be important in the offenders’ treatment and may be possible legal mitigating factors in some offenses. Results indicate that a routine endocrine evaluation with blood tests would be a valuable addition to the assessment of violent and sexual offenders.

Every company reaches stages in its affairs when it has to organise itself differently. We at Wander have reached this point in many areas, particularly over the last three years, but none of these is more important than physical distribution. We re‐organised this function under the total physical distribution concept only a few months ago. We cannot claim to have made great cost savings, or to have improved efficiency because of this change, nor do we think we were particularly inefficient before the re‐organisation, what I have to present is, therefore, not so much a story of success as a case history of a decision and the things that lead up to it.

The prevalence of diabetes among 915 sexual, violent, and non‐violent non‐sex offenders was found to be more than twice the prevalence in the general population. Diabetes was most common among violent offenders and among sex offenders who victimized children. The older diabetics presented significantly more often with cognitive impairment and younger diabetics more often with manic and psychotic symptoms. Younger diabetics were significantly more likely to use force and a weapon in their offenses and were most likely to injure their victims when compared to older diabetics and younger and older non‐diabetic offenders. In more than one in four cases, the diabetes was undiagnosed at the time of their offenses prior to clinical assessment, suggesting that undiagnosed diabetes may be a possible mitigating factor in some sexual and violent offenses. Results indicate that a routine endocrine evaluation with blood tests would be a valuable addition to the assessment of violent and sexual offenders.

Social justice, true social justice, must be sought and obtained. Once obtained institutionally, social justice is manifested by a desire to maintain equality in otherwise diverse environments. The irony of social justice is that historically and currently, it is a societal ideal that is difficult to achieve. The uniqueness of every human being should be recognized in institutions that emphasize social justice, as being a strength. However, being that the nature of human beings is to be comfortable with fellow human beings who act and look similar to themselves, until made aware of our own hidden biases, social justice cannot prevail.