International Journal of Bank Marketing: Volume 39 Issue 3

Guest editorial

Estelle van Tonder, Daniël Johannes Petzer, Jillian Dawes Farquhar

Building blocks of financial inclusion through customer experience value at financial touchpoints in Southern Africa

Nkosinathi Sithole, Gillian Sullivan Mort, Clare D'Souza

This paper aims to examine customer experience value orchestrated by non-banks' financial touchpoints to understand how they enhance the financial inclusion of low-income…

Financial well-being of customer-to-customer co-creation experience: a comparative qualitative focus group study of savings/credit groups

Nkosinathi Sithole, Gillian Sullivan Mort, Clare D'Souza

This paper aims to explore the effects of the customer-to-customer co-creation experiences of savings/credit groups in the African context and how savings/credit groups influence…

Marketing bank services to financially vulnerable customers: evidence from an emerging economy

Emmanuel Mogaji, Ogechi Adeola, Robert Ebo Hinson, Nguyen Phong Nguyen, Arinze Christian Nwoba, Taiwo O. Soetan

This study aims to explore how banks in Nigeria are marketing financial services to financially vulnerable customers.

Traditional-bank customers' digital-only bank resistance: evidence from South Africa

Jacques Nel, Christo Boshoff

Digital-only banks are emerging as challenger banks to the traditional-bank business model in South Africa. However, traditional-bank customers could resist the use of…

The effect of nWOM firestorms on South African retail banking

James Lappeman, Robyn Clark, Jordan Evans, Lara Sierra-Rubia

This study analysed the effect of online negative word-of-mouth (nWOM) firestorms in the retail banking sector. By understanding negative sentiment and sentiment recovery across…

Developing corporate social responsibility in financial services

Linda Deigh, Jillian Dawes Farquhar

The purpose of this study is to contribute to the theory and practice of financial services marketing in sub-Saharan Africa (sSA) by investigating how financial service providers…