International Journal of Bank Marketing: Volume 40 Issue 3

The transformative outcomes of frontline employee adaptability for service value co-creation: a study of the banking sector

Hau Nguyen Le, Tram-Anh Ngoc Pham, Thuy Ngoc Pham

This study aims to address two relatively unexplored issues in banking service literature. The first relates to the impact of co-creation behaviors of frontline employees (FLEs…

Households' intentions under financial vulnerability conditions: is it likely for the COVID-19 pandemic to leave a permanent scar?

Yasser Alhenawi, Atefeh Yazdanparast

The authors draw on psychological reactance theory, collective mental programming, psychological profiles and financial vulnerability experiences to assess the possibility that…

Consumer responses to the failure of self-service banking technology: moderating role of failure stability

Nedra Bahri Ammari, Abir Hsouna, Mounia Benabdallah, Anish Yousaf, Abhishek Mishra

The purpose of this study is to investigate the impact of dissatisfaction and anger, driven by the failure of the self-service technology of banks, on customers' post-purchase…

Mortgage delinquency during COVID-19: do financial literacy and personality traits matter?

Malvika Chhatwani

Mortgage delinquency has become a major crisis following the COVID-19 pandemic. This study explored mortgage delinquency antecedents, focusing on two individual-level factors…

Consumer attitudes toward facial recognition payment: an examination of antecedents and outcomes

Van Thac Dang, Ninh Nguyen, Hoang Viet Nguyen, Hoang Nguyen, Le Van Huy, Viet Thao Tran, Tran Hung Nguyen

Facial recognition payment (FRP) has been recently introduced as a new cashless payment method in retail store context. Anchored on information systems and consumer theories, this…

Consumer intentions, reactance and the marketing implications of policy induced mergers and acquisitions in financial services

Kobby Mensah, Nnamdi O. Madichie, Gilbert Kofi Mensah, Gideon Awini

The purpose of this study is to establish, drawing upon the indirect effects of customer reactance from an emerging economy perspective, the marketing implications of policy…

Determining banking service attributes from online reviews: text mining and sentiment analysis

Divya Mittal, Shiv Ratan Agrawal

The current study employs text mining and sentiment analysis to identify core banking service attributes and customer sentiment in online user-generated reviews. Additionally, the…

Research on financial innovations: an interdisciplinary review

Mohammad G. Nejad

The financial industry offers a unique setting to study innovations. Financial innovations have fueled the growth of economies, markets and societies. The financial industry has…