International Journal of Bank Marketing: Volume 32 Issue 6

Multiple perspectives on customer relationships

Kristina Heinonen

The purpose of this paper is to describe and conceptualize customer relationships in the financial service sector, focussing on three aspects of customer-bank relationships: the…

The added value of service provision

Henrich Nyman

– The purpose of this paper is to present a framework for examining the outcome of value facilitation as the added value of service provision.

Antecedents of discretionary risky-service behavior: an exploratory study

Shilpa Sharma Bhaskar, Shikha N. Khera

The purposes of this paper is to first explore, and describe positive discretionary risky-service behaviour (DRSB) of customer-contact service providers in relational context and…

Storytelling as a means to increase consumers’ processing of financial information

Jeanette Carlsson Hauff, Anders Carlander, Amelie Gamble, Tommy Gärling, Martin Holmen

The purpose of this paper is to investigate whether a narrative compared to a traditional fact-related format of financial information elicits more involved processing of such…

Consumer financial anxiety : US regional financial service firms’ trust building response to the financial crisis

Devon S. Johnson, Mark Peterson

The purpose of this paper is to examine how small and medium-sized, regional financial service firms reacted to the financial crisis by helping their customers cope with their…

We didn’t see it coming! Managerial challenges in silently fading processes

Helena Renström

The purpose of this paper is to understand “silent” processes, where the relationship fades away for no obvious reason, and to outline a few managerial challenges related to a…

Consumer trust in banking relationships in Europe

Raija Anneli Järvinen

The purpose of this paper is to examine the content of consumer trust in the banking sector on the basis of the earlier literature and to compare consumer trust in banking and…

Value proposition preferences of credit union members and patronage activity

Noreen Byrne, Olive McCarthy

The purpose of this paper is to examine the technical and relational value proposition preferences of credit union members and to examine the relationship between their preference…

Invisible value formation: a netnography in retail banking

Gustav Medberg, Kristina Heinonen

The purpose of this paper is to explore value formation in the customer-bank relationship outside the line of visibility of service encounters. The customer's own context has been…