International Journal of Bank Marketing: Volume 33 Issue 7

Interactive effects of personal and organizational resources on frontline bank employees’ job outcomes: The mediating role of person-job fit

Aditi Sarkar Sengupta, Ugur Yavas, Emin Babakus

The purpose of this paper is to investigate the mediating role of person-job (P-J) fit on the impact of organizational resources (training and service technology), and a personal…

Service excellence in UK retail banking: customers’ perspectives of the important antecedents

Harjit Singh Sekhon, Dima Al-Eisawi, Sanjit Kumar Roy, Adrian Pritchard

The purpose of this paper is to develop and tests a service excellence model, thus providing a detailed understanding of the key antecedents of service excellence, from a…

Drivers of long-term savings behavior from the consumers’ perspective

Matthias Ruefenacht, Tobias Schlager, Peter Maas, Pekka Puustinen

The purpose of this paper is to delineate the impact of social context and savings attitudes on consumers’ self-reported long-term savings and discuss how these drivers can be…

A socio-technical perspective on social media adoption: a case from retail banking

Mark Durkin, Gwyneth Mulholland, Aodheen McCartan

While technology continues to make a dramatic and profound impact in service industries and radically shapes how services are delivered relatively little is understood about the…

How experiences with trading a company’s stock influence customer attitudes and purchasing behavior

Arvid O. I. Hoffmann, Dana Ketteler

The purpose of this paper is to investigate the potential spill-over effects from negative (and positive) experiences with trading a company’s stock on shareowner-customers’…

Editorial

Kent Eriksson, Hooman Estelami