International Journal of Bank Marketing: Volume 35 Issue 1

Managing brand identity: effects on the employees

Rafael Bravo, Isabel Buil, Leslie de Chernatony, Eva Martínez

The purpose of this paper is to better understand the brand identity management process from the employees’ perspective. Specifically, it explores how the different dimensions of…

Brand value proposition for bank customers in India

Y.L.R. Moorthi, Bijuna C. Mohan

The purpose of this paper is to relate the customer value proposition offered by a bank with its structure of ownership.

The impact of personalization and compatibility with past experience on e-banking usage

May Wang, Stella Cho, Trey Denton

Banks and financial services providers are increasingly delivering their services via electronic banking, also known as e-banking. Yet even though this type of delivery is now…

Buying CSR with employees’ pensions? The effect of social responsible investments on Norwegian SMEs’ choice of pension fund management: A conjoint survey

Harald Biong, Ragnhild Silkoset

Employees often expect an emphasis on financial aspects to be predominant when their employers choose a fund management company for the investment of employees’ pension fund…

Taxonomy of payments: a repertory grid analysis

Jonas Hedman, Felix B. Tan, Jacques Holst, Martin Kjeldsen

Recent innovations in payment instruments have fundamentally changed the ways we pay. These innovations, such as mobile/SMS payments and online banking, contain features that are…

Banking system trust, bank trust, and bank loyalty

Pauline W.J. van Esterik-Plasmeijer, W. Fred van Raaij

The purpose of this paper is to test a model of banking system trust as an antecedent of bank trust and bank loyalty. Six determinants of trust and loyalty are included…

Marketing dispossession: A strategy for financial services that considers customers’ mental health

Paul Sergius Koku, Hannah Emma Acquaye

The purpose of this paper is to examine the mental state and the disposition of those who have fallen on hard times during the recent financial crisis and have had their homes…

Personal traits and customer responses to CSR perceptions in the banking sector

Andrea Pérez, Ignacio Rodríguez del Bosque

The purpose of this paper is to explore the moderating role of six personal traits in a causal model to study how customers’ perceptions of corporate social responsibility (CSR…

Application of the theory of planned behavior to customer switching intentions in the context of bank consolidations

Maya F. Farah

The purpose of this paper is to examine the factors that affect customers’ switching intentions among banks in the context of mergers and acquisitions, using particularly the case…