International Journal of Bank Marketing: Volume 20 Issue 7

Say hello, wave goodbye: missed opportunities for electronic relationship marketing within the financial services sector?

Alexandros Kapoulas, William Murphy, Nick Ellis

Recognising the potential contribution of recent technological advances, the relationship marketing (RM) literature places an emphasis on two‐way communication as a key ingredient…

Patterns of purchase loyalty for retail payment methods

Malcolm Wright

While retail payment instruments generate more revenue than many fast moving consumer goods (FMCG) categories, surprisingly little is publicly known about market structure and…

Estimating customer defection in personal retail banking

Ron Garland

Using Juster’s probability scale, this study examines a sample of 881 customers’ self‐reported estimates of probable defection from their main bank. One year later these…

What makes contact employees perform? Reactions to employee perceptions of managerial practices

Jean‐Charles Chebat, Barry Babin, Paul Kollias

Which type of managerial control makes bank contact employees more likely to perform so called prosocial behavior toward their customers (i.e. behaviors which contribute to the…