International Journal of Bank Marketing: Volume 33 Issue 6

Value co-destruction between customers and frontline employees: A social system perspective

Muhammad Kashif, Anna Zarkada

The incidents of customer abuse of frontline service employees during service encounters are increasing which has led to co-destructruction of value. The service strategists…

The effects of empathy and listening of salespeople on relationship quality in the retail banking industry: The moderating role of felt stress

Omar S. Itani, Aniefre Eddie Inyang

The purpose of this paper is to examine the relations between salespeople’s empathy and listening behaviour and the relationship quality (RQ) customers have with their banks…

Modeling and analysis of bank customer satisfaction using neural networks approach

Nooshin Zeinalizadeh, Amir Abbas Shojaie, Mohammad Shariatmadari

The purpose of this paper is to propose the application of artificial neural networks (ANN) to predict overall bank customer satisfaction and to prioritize influencing factors on…

A study of mobile banking usage in Iran

Hossein Mohammadi

The purpose of this paper is to explore barriers, the mediating role of usability and the moderating effects of self-efficacy and perceived image on consumers’ attitudes toward…

Online banking adoption: A factor validation and satisfaction causation study in the context of Indian banking customers

Pallab Sikdar, Munish Makkad

The study considers a five-factor model toward online banking adoption in the context of banking customers in India and validates the proposed model. In addition, the authors…

Effects of religiosity on consumer attitudes toward Islamic banking in Egypt

Mariam Mourad Hussein Abou-Youssef, Wael Kortam, Ehab Abou-Aish, Noha El-Bassiouny

– The purpose of this paper is to explore the effect of Islamic religiosity on consumer attitudes toward Islamic banking in Egypt.

Financial literacy and portfolio diversification: an observation from the Tunisian stock market

Amari Mouna, Anis Jarboui

The purpose of this paper is to focus on the lack of financial literacy as one probable factor explaining the low levels of portfolio diversification. The authors consider…

Corporate social responsibility and service innovation on customer loyalty: An empirical investigation in wealth management services

Ying-Pin Yeh

Customer loyalty is crucial for firms to generate positive returns. Creation of customer loyalty is a challenge for service firms because switching service firms can represent a…

Building company reputation and brand equity through CSR: the mediating role of trust

Mobin Fatma, Zillur Rahman, Imran Khan

The purpose of this paper is to investigate the effect of corporate social responsibility (CSR) initiatives on the two marketing outcomes - corporate reputation (CR) and brand…

How to evaluate multichannel communication packages: a case study on mortgage information

M.L.C. Herijgers, Henk L.W. Pander Maat

Complex decision-making is often supported not by single messages but by multichannel communication packages that need to be evaluated in their own right. The purpose of this…

Editorial

Kent Eriksson, Hooman Estelami