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The purpose of this study is to contribute to the theory and practice of financial services marketing in sub-Saharan Africa (sSA) by investigating how financial service providers are developing corporate social responsibility (CSR) practices, in particular, seeking to uncover the involvement of stakeholders.

Following an interpretivist approach, the study uncovers fresh and context-rich insights through an analysis of a multiple case study consisting of retail banks in Ghana. Data consist of semi-structured interviews with senior managers and analysis of documents and archives.

The study uncovers three key CSR practices practised by the retail banks: giving, community and corporate reputation/brand with which their stakeholders are only to some extent involved. Banks not as yet drawing extensively on stakeholder resources for CSR practices.

The study uses an inductive and in-depth approach to explore contextual insights into CSR, but with subsequent limitations on how far the findings can be extended.

The study offers outline for financial services marketing involving stakeholders in CSR.

It discovers that banks acquire social capital through their CSR activities in the community.

The study contributes to financial services marketing theory and practice through an evidence-based framework uncovering the development of CSR through practices that as yet draw on stakeholder resources to a limited extent. Research suggests that CSR practices are dynamic and subject to a range of situational conditions.

The purpose of this paper is to extend understanding of marketing in MENA by investigating how women entrepreneurs use social networking sites (SNS) in marketing their businesses in Lebanon.

To address contextual issues arising from research in this region, this study consists of a two-phase research design of, first, a panel of specialised business commentators and, second, digital qualitative data collection that enabled access to hard to reach informants.

The study reveals that the activities of women entrepreneurs are fundamentally enabled by SNS as it allows them to optimise their networks in prospecting, communicating and developing relationships with stakeholders. It also allows them to support the social fabric of the family unit by providing an extra source of income and facilitating connections.

This study draws on a single country within the MENA region; nonetheless, the analysis offers new and nuanced understanding to marketing of small businesses in uncovering how Lebanese women entrepreneurs are able to build and run their businesses using SNS.

This research demonstrates how women entrepreneurs can set up and run businesses using SNS to reach and extend their networks in a culturally diverse and growing economy. SNS provides an inclusive platform through which women build and run a small business.

This research responds to a World Development aim of studying the relationships between gender and trade such as women entrepreneurs using social technologies.

This research responds to a World Development aim of studying the relationships between gender and trade, here by investigating how women entrepreneurs set up and run small businesses enabled by SNS.

Building on crisis management studies, this study aims to advance research on brand recovery from the existing focus on product brand/customer dyad into stakeholder marketing and corporate branding.

This study uses a single case of industry-dominant corporate brand in an enriched context through in-depth analysis of industry informant and secondary data.

The paper uncovers detail of corporate brand and stakeholder interactions directed towards recovering corporate brand and restoring trust in the industry.

This study offers an evidence-based framework of stakeholder interactions designed to support corporate brand recovery (CBR). The rich data are bounded within a single case.

Framework illustrates the importance of drawing on stakeholders in CBR, particularly in an industry crisis, emphasises trust restoration and reveals the peripheral role of customers in CBR.

This study points to significance of stakeholder networks, particularly in insurance and financial services, in addressing social and ethical issues related to corporate misdeeds is identified.

This study makes noteworthy contribution to brand recovery research in two ways: firstly, by investigating the recovery of brands at corporate level and, secondly, by detailing the interactions between corporate brand and industry stakeholders in recovering the brand within a stricken industry.

In commercial contexts the concept of customer loyalty has received much attention, because there is perceived to be a link to profitability. A review of the theoretical work on this concept identifies that loyalty has both attitudinal and behavioural elements. Categories of loyals proposed by Dick and Basu are defined by the relationship between attitudinal and behavioural aspects of loyalty. Antecedents to loyalty include cognitive, affective and conative factors. The management of loyalty must focus on the control or modification of these antecedents. This offers an agenda for further debate within specific libraries. The outcomes of any programme to manage loyalty needs to be evaluated and measured. The measurement of loyalty poses some interesting challenges in terms of the definitions of the attitudes and behaviours that it might be appropriate to measure. Library managers need to identify which measures are the most appropriate for their context

The management of the enhancement of the quality of service delivery is often primarily focused on minimising negative responses to product offerings, rather than maximising positive responses. To date there has been little debate on the negative aspects of quality. This paper reviews the origins and use of the concepts dissatisfaction, dissonance, disconfirmation and disaffection which are variously explored in a diverse collection of literature spanning service quality, the service experience and marketing. A framework is proposed that places these four concepts on a grid on the basis of whether the term applies to one incident, or many, and the action that is likely to be taken by customers as a result of experiencing each of these. This grid can be used to better understand the relationship between the various approaches that are used to provide organisations with feedback on customer perceptions of their service quality, such as complaints procedures, surveys, suggestion boxes, focus groups and representation and consultation.

Seeks to revisit the theoretical basis for the concept of loyalty through a consideration of the state of “no loyalty”, which we term “disloyalty”. This category is present in the model proposed by Dick and Basu, but is seen to be of less interest than other categories. Here we argue that a more analytical approach to this category might provide a unique insight into loyalty behaviours, but specifically might aid an understanding of the nature of the challenge associated with widening the loyal customer base. We propose the following categories of disloyals: disturbed, disenchanted, disengaged and disruptive. These four categories can be mapped onto a grid with attitudinal and behavioural dimensions. The characteristics of each of these groups are outlined. Segmentation on the basis of these different types of disloyalty could have implications for marketing strategies. The relationships between the different categories of disloyals and Dick and Basu’s categories of loyals may be important in mapping the development of customer relationships. Finally, proposals are made for further research.

The purpose of this paper is to examine minor service failures in UK banking and consider the impact that satisfaction with service recovery has on customer intentions to continue their custom and make recommendations, used as measures of loyalty behaviours.

Data were gathered on customer satisfaction with service recovery attempts, intended loyalty behaviours and the sources of service failures were gathered by means of an on‐line survey from approximately 2,000 respondents.

Few customers who complained about minor service failures report that they were very satisfied with the service recovery. Weak service recovery influenced customer intentions about continued custom and recommendation. Minor failures in account management and bank charges are shown to have a marked effect on intended loyalty behaviours.

This paper reports the work of a short, e‐mail survey, gathering frequency data from customers of UK banks and reports the impact of service recovery on customer intentions rather than their actions. Further investigation is needed using more a more sophisticated instrument.

In this paper low levels of satisfaction with managing service recoveries are reported, no matter which channel the customer used, no matter how the service failure is managed.

The preliminary work in this paper demonstrates the impact that weak service recovery of minor complaints has on customers' intended loyalty behaviours in UK banking.

A survey commissioned by HSBC questioned 2,155 expatriates (expats) across four continents about the challenges that they face. This paper aims to present its findings under three headings of: expat existence, expat offspring, and expat experience.

Data were captured by using a virtual survey between February and April 2008. The survey was concerned with a range of topics: lifestyle, earning capacity, issues affecting children, and ease of integration into the community.

Expatriates provide an example of a global segment that would appear to offer financial institutions opportunities for increasing customer value. The survey provides data that can form the basis for a global bank wanting to meet the needs of this potentially affluent group not only in providing financial services but also working with other service providers to create packages to suit this group, including accommodation or housing, the needs of children, and concierge services.

From a financial services marketing perspective, expats present an interesting and potentially valuable customer segment with specific banking needs.