International Journal of Bank Marketing: Volume 40 Issue 6

Guest editorial: Artificial intelligence in financial services marketing

Emmanuel Mogaji, Jillian Dawes Farquhar, Patrick van Esch, Clara Durodié, Rodrigo Perez-Vega

Feeling the love? How consumer's political ideology shapes responses to AI financial service delivery

Aimee Riedel, Rory Mulcahy, Gavin Northey

This paper aims, first, to examine artificial intelligence (AI) vs human delivery of financial advice; second, to examine the serial mediating roles of emotion and trust between…

Sophia Sophia tell me more, which is the most risk-free plan of all? AI anthropomorphism and risk aversion in financial decision-making

Yuanyuan (Gina) Cui

This research examines whether anthropomorphizing artificial intelligence (AI) chatbots alters consumers' risk preferences toward financial investment options involving…

Drivers of privacy concerns when interacting with a chatbot in a customer service encounter

Mariem Bouhia, Lova Rajaobelina, Sandrine PromTep, Manon Arcand, Line Ricard

This study aims to examine the antecedents of privacy concerns in the era of artificial intelligence. Specifically, it focuses on the impact of various factors related to…

Man vs machine: how artificial intelligence in banking influences consumer belief in financial advice

Gavin Northey, Vanessa Hunter, Rory Mulcahy, Kelly Choong, Michael Mehmet

This research set out to examine how financial advice provided by a human advisor (vs robo-advisor) influences investment intentions in a retail banking context.

Artificial intelligence, financial anxiety and cashier-less checkouts: a Saudi Arabian perspective

Salman Ghazwani, Patrick van Esch, Yuanyuan (Gina) Cui, Prachi Gala

This paper aims to investigate the impact of financial anxiety and convenience on the relation between cashier-less versus traditional checkouts and purchase intentions among…

Disruptive technology and AI in the banking industry of an emerging market

Akinyemi Paul Omoge, Prachi Gala, Alisha Horky

As disruptive technologies, such as the use of artificial intelligence (AI)-enabled customer relationship management (CRM) systems, alter the processes and strategies that banks…

AI-driven banking services: the next frontier for a personalised experience in the emerging market

Jagdish N. Sheth, Varsha Jain, Gourav Roy, Amrita Chakraborty

Artificial intelligence (AI) is used by banking services primarily to automate systems; however, this ecosystem does not work in emerging markets because human intervention is…

Managers' understanding of artificial intelligence in relation to marketing financial services: insights from a cross-country study

Emmanuel Mogaji, Nguyen Phong Nguyen

Given that managers play a crucial role in developing and deploying AI for marketing financial services, this study was aimed at better understanding their awareness regarding AI…

Artificial intelligence in customer-facing financial services: a systematic literature review and agenda for future research

Janin Karoli Hentzen, Arvid Hoffmann, Rebecca Dolan, Erol Pala

The objective of this study is to provide a systematic review of the literature on artificial intelligence (AI) in customer-facing financial services, providing an overview of…