﻿FN Clarivate Analytics Web of Science
VR 1.0
PT J
AU Al-alak, BA
AF Al-alak, Basheer A.
TI Impact of marketing activities on relationship quality in the Malaysian
   banking sector
SO JOURNAL OF RETAILING AND CONSUMER SERVICES
LA English
DT Article
DE Relationship marketing; Services marketing; Relationship management;
   Financial institutions; LISREL mode
ID FINANCIAL SERVICES INDUSTRY; CUSTOMER; EDUCATION; PARADIGM; PROVIDER
AB The current study investigates the impact of marketing activities on relationship quality in the Malaysian banking sector. Analysis of survey results show that greater client and employees' relational orientation yields higher relationship quality and results in better relationship continuity. Results also show that committed client relationships lead to client satisfaction, loyalty, positive word of mouth and promotion However, mutual disclosure was found to have no significant relationship with relationship quality. This may indicate that bank customers in Malaysia do not feel that having close relationships with the bank will have any positive impact on relationship quality. This particular finding may serve as a warning signal to practitioners and scholars alike that thorough research must be carried out on the use of relationship marketing prior to implementation. (C) 2013 Elsevier Ltd. All rights reserved.
C1 [Al-alak, Basheer A.] Alzaytoonah Univ Jordan, Coll Econ & Adm Sci, POB 130, Amman 11733, Jordan.
RP Al-alak, BA (reprint author), Alzaytoonah Univ Jordan, Coll Econ & Adm Sci, POB 130, Amman 11733, Jordan.
EM alalak_2003@yahoo.com
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NR 71
TC 24
Z9 25
U1 0
U2 0
PU ELSEVIER SCI LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, OXON, ENGLAND
SN 0969-6989
EI 1873-1384
J9 J RETAIL CONSUM SERV
JI J. Retail. Consum. Serv.
PD MAY
PY 2014
VL 21
IS 3
BP 347
EP 356
DI 10.1016/j.jretconser.2013.07.001
PG 10
WC Business
SC Business & Economics
GA V05TC
UT WOS:000213893900013
DA 2020-02-20
ER

PT J
AU Rajpurohit, RCS
   Surana, S
AF Rajpurohit, R. C. S.
   Surana, Swati
TI Customer Contentment Regards to Electronic Customer Relationship
   Management: A Comparative Study of Public and Private Sector Banks of
   India
SO PACIFIC BUSINESS REVIEW INTERNATIONAL
LA English
DT Article
DE eCRM; traditional and web based eCRM channels; Public and Private sector
   banks
AB Finanacial industry is going through turbulent time in the recent years due to various changing constituents in financial business environment. Increasing and ever changing customer's financial needs and mindsets is one of the major challenge for the banking industry, reforms by RBI for making banking available to diverse section of society of issuing licences to new players will be another threat to existing banks in retaining existing customer and acquiring new customer. Recent advancement, development and availability at affordable rates of digital technology have changed the way banks server, connect and communicate with customers. Electroinic Customer Relationship Management (eCRIM) is advancement with the help of modern technology in the traditional GRIM approach embraced by the banks to serve the customers round the clock at the place of their choice. This paper attempts to study the level of customer satisfaction regards to eCRM in public and private sector banks of India in Jodhpur city.
C1 [Rajpurohit, R. C. S.] Jai Naryan Vyas Univ, Fac Commerce & Management Studies, Jodhpur, Rajasthan, India.
   [Surana, Swati] Jai Naryan Vyas Univ, Dept Management Studies, Jodhpur, Rajasthan, India.
RP Rajpurohit, RCS (reprint author), Jai Naryan Vyas Univ, Fac Commerce & Management Studies, Jodhpur, Rajasthan, India.
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NR 17
TC 0
Z9 0
U1 0
U2 0
PU PACIFIC INST MANAGEMENT
PI RAJASTHAN
PA PACIFIC HILLS, PRATAP NAGAR EXTENSION, AIR PORT RD, UDAIPUR, RAJASTHAN,
   313 001, INDIA
SN 0974-438X
J9 PAC BUS REV INT
JI Pac. Bus. Rev. Int.
PD MAY
PY 2014
VL 6
IS 11
BP 1
EP 6
PG 6
WC Business
SC Business & Economics
GA V5S8X
UT WOS:000219908600002
DA 2020-02-20
ER

PT J
AU Stango, V
   Zinman, J
AF Stango, Victor
   Zinman, Jonathan
TI Limited and Varying Consumer Attention: Evidence from Shocks to the
   Salience of Bank Overdraft Fees
SO REVIEW OF FINANCIAL STUDIES
LA English
DT Article
ID INVESTOR ATTENTION; DISCLOSURE; CHECKING; ACCOUNTS
AB We explore dynamics of limited attention in the $35 billion market for checking overdrafts, using survey content as shocks to the salience of overdraft fees. Conditional on selection into surveys, individuals who face overdraft-related questions are less likely to incur a fee in the survey month. Taking multiple overdraft surveys builds a stock of attention that reduces overdrafts for up to two years. The effects are significant among consumers with lower education and financial literacy. Individuals avoid overdrafts by making fewer low-balance debit transactions and cancelling automatic recurring withdrawals. The results raise new questions about consumer financial protection policy.
C1 [Stango, Victor] Univ Calif Davis, Grad Sch Management, Davis, CA 95616 USA.
   [Zinman, Jonathan] NBER, Dept Econ, Dartmouth Coll, Cambridge, MA 02138 USA.
RP Stango, V (reprint author), Univ Calif Davis, Grad Sch Management, 1 Shields Ave, Davis, CA 95616 USA.
EM vstango@ucdavis.edu
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NR 55
TC 48
Z9 48
U1 0
U2 30
PU OXFORD UNIV PRESS INC
PI CARY
PA JOURNALS DEPT, 2001 EVANS RD, CARY, NC 27513 USA
SN 0893-9454
EI 1465-7368
J9 REV FINANC STUD
JI Rev. Financ. Stud.
PD APR
PY 2014
VL 27
IS 4
BP 990
EP 1030
DI 10.1093/rfs/hhu008
PG 41
WC Business, Finance; Economics
SC Business & Economics
GA AD2TJ
UT WOS:000333088000002
DA 2020-02-20
ER

PT J
AU George, A
   Kumar, GSG
AF George, Ajimon
   Kumar, G. S. Gireesh
TI Impact of service quality dimensions in internet banking on customer
   satisfaction
SO DECISION
LA English
DT Article
DE Customer satisfaction; Internet banking; Public key infrastructure;
   Self-service banking technology; Service quality
AB This study explores service quality dimensions in Internet Banking in the State of Kerala (India) and investigates the effect of these dimensions on customer satisfaction. The service quality dimensions identified were Website attributes, Reliability, Responsiveness, Fulfillment, Efficiency, and Privacy and Security. All the dimensions except efficiency and website attribute dimensions were found to influence customer satisfaction. The findings of the study have managerial implications for banks to better promote Internet Banking among their customers by enriching these service quality dimensions. The study calls for the need to exude confidence among the users that their personal information is secured and protected in the bank's website and that their bank will not misuse their personal information. The study highlights the necessity for banks to have a pool of highly responsive bank employees who can respond quickly and professionally to all the requirements and complaints of customers.
C1 [George, Ajimon] Marian Coll, Kuttikkanam 685531, Kerala, India.
   [Kumar, G. S. Gireesh] Nirmala Coll, Muvattupuzha 686661, Kerala, India.
RP George, A (reprint author), Marian Coll, Kuttikkanam 685531, Kerala, India.
EM georgeajimon@rediffmail.com
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   Wang Y., 2003, MANAG SERV QUAL, V13, P72, DOI DOI 10.1108/09604520310456726
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   Yavas B. F., 2002, INT J BANK MARK, V4, P3, DOI DOI 10.1108/02652320410521737
   Yi Y.K., 1990, REV MARKETING, P68
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NR 81
TC 27
Z9 28
U1 1
U2 3
PU SPRINGER INDIA
PI NEW DELHI
PA 7TH FLOOR, VIJAYA BUILDING, 17, BARAKHAMBA ROAD, NEW DELHI, 110 001,
   INDIA
SN 0304-0941
EI 2197-1722
J9 DECISION
JI Decision
PD MAR
PY 2014
VL 41
IS 1
BP 73
EP 85
DI 10.1007/s40622-014-0028-2
PG 13
WC Management
SC Business & Economics
GA V9Z7S
UT WOS:000409504600006
DA 2020-02-20
ER

PT J
AU Mishra, L
AF Mishra, Lalita
TI AN EMPIRICAL STUDY OF CUSTOMER SATISFACTION IN THE BANKING INDUSTRY
SO GURUKUL BUSINESS REVIEW-GBR
LA English
DT Article
DE Acquisition; Retention; Loyalty; Service Recovery
AB Banking industry is one of the most important catalysts that govern the global economy. It is the very backbone of the world's monetary management functions in both domestic and international aspect. Clearly, a service function such as banking is closely associated with the satisfaction of its end-customers as to sustain long-term survivability of the bank itself. A study on academic theories relevant to banks and customer satisfaction such as Acquiring and Retention of customers, Customers' Loyalty and Effective Recovery programs will be the bread-and-butter of this thesis as it is necessary to support the analysis with credible facts and evidences. Lastly, a section of research and analysis of actual response generated through surveys will be provided to produce a conclusive suggestions and assumptions on the behaviour of customers in the relevant factors that may affect their satisfaction level. The result of the survey will be further utilised to construct ideas and recommendations on how to improve the effectiveness of service delivery in banking industry of Singapore which will lead to the achievement of the ultimate goal of consistent customers' satisfaction for profit.
C1 [Mishra, Lalita] Govt KRG PG Coll, Gwalior, MP, India.
RP Mishra, L (reprint author), Govt KRG PG Coll, Gwalior, MP, India.
CR Anupam K., 2011, CRITICAL FACTORS SER, V4, P39
   Clegg S. R., 2011, STRATEGY THEORY PRA
   Dowling GR, 1997, SLOAN MANAGE REV, V38, P71
   Kotler P., 2009, MARKETING MANAGEMENT
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   Zikmund W. G, 2010, ESSENTIALS MARKETING
NR 13
TC 0
Z9 0
U1 0
U2 0
PU GURUKUL KANGRI UNIV, FAC MANAGEMENT STUDIES
PI HARDWAR
PA REGISTRAR, GURUKUL KANGRI UNIV, GURUKULA KANGRI VISHWAVIDYALAYA,
   HARDWAR, UTTARAKHAND 249 404, INDIA
SN 0973-1466
EI 0973-9262
J9 GURUKUL BUS REV-GBR
JI Gurukul Bus. Rev.-GBR
PD SPR
PY 2014
VL 10
BP 89
EP 95
PG 9
WC Business
SC Business & Economics
GA V5U6A
UT WOS:000219953100014
DA 2020-02-20
ER

PT J
AU Ruzena, L
   Tomas, U
AF Ruzena, Lukasova
   Tomas, Urbanek
TI Bank Image Structure: The Relationship to Consumer Behaviour
SO JOURNAL OF COMPETITIVENESS
LA English
DT Article
DE financial services marketing; bank image; image structure
AB This paper presents the results of a study of the relationship between the bank image, its structure as a reflection in the minds of individuals and behavioural tendencies in relation to banks. Attitudinal scales were used to identify the contents of the particular banks' image. The structure of the image was identified by means of factor analysis. The study found that the respondents' behavioural tendencies, i.e. their willingness to be a client of or to recommend a particular bank, are related to different content components of particular banks and mainly to respondents' needs. Based on the results, the study identifies the danger that the results of the bank image analysis can be misinterpreted if the respondents' relationship to the bank is underestimated.
C1 [Ruzena, Lukasova] Masaryk Univ, Fac Econ & Adm, Lipova 41a, Brno 60200, Czech Republic.
   [Tomas, Urbanek] Acad Sci Czech Republ, Inst Psychol, Brno 60200, Czech Republic.
RP Ruzena, L (reprint author), Masaryk Univ, Fac Econ & Adm, Lipova 41a, Brno 60200, Czech Republic.
EM lukasovar@econ.muni.cz; tour@psu.cas.cz
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NR 25
TC 1
Z9 1
U1 0
U2 0
PU UNIV TOMASE BATI & ZLINE, FAK MANAGEMENTU EKONOMIKY
PI ZLIN
PA NAM T G MASARYKA 5555, ZLIN, 760 01, CZECH REPUBLIC
SN 1804-171X
EI 1804-1728
J9 J COMPETITIVENESS
JI J. Competitiveness
PD MAR
PY 2014
VL 6
IS 1
BP 18
EP 35
DI 10.7441/joc.2014.01.02
PG 18
WC Business; Economics; Management
SC Business & Economics
GA VD0CX
UT WOS:000435293800002
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Lees, G
   Winchester, M
AF Lees, Gavin
   Winchester, Maxwell
TI Do customer profiles change over time? An investigation of the success
   of targeting consumers of Australia's top 10 banks - 2009 and 2011
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE segmentation; targeting; consumer profiles; financial services;
   advertising; banks
AB Segmentation and targeting are cited as being a core part of marketing strategy for any organisation. This study examines whether the top 10 Australian banks have successfully managed to segment the market and target consumers with different profiles. In doing so, it compares the profiles of those banks over 2 years, 2009 and 2011, noting any changes between the years. A sample of 52 000 Australian households, from each of the 2 years, from the Roy Morgan Single Source Survey was utilised to profile users of Australia's top 10 banks by market share. The results suggest that there has been little difference in profiles of consumers across most Australian banks. The results challenge whether financial service companies are successfully segmenting the marketplace and asks whether the Australian financial services market is simply a mass market.
C1 [Lees, Gavin] Palmerston North City Council, Palmerston North, New Zealand.
   [Lees, Gavin] Radio New Zealand, Wellington, New Zealand.
   [Lees, Gavin] Massey Univ, Mkt Management & Sport Marketing, Palmerston North, New Zealand.
RP Lees, G (reprint author), Victoria Univ, Coll Business, POB 14428, Melbourne, Vic 8001, Australia.
EM Gavin.lees@vu.edu.au
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NR 71
TC 9
Z9 9
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD MAR
PY 2014
VL 19
IS 1
BP 4
EP 16
DI 10.1057/fsm.2013.26
PG 13
WC Business
SC Business & Economics
GA V75TU
UT WOS:000211867700002
DA 2020-02-20
ER

PT J
AU Gianiodis, PT
   Ettlie, JE
   Urbina, JJ
AF Gianiodis, Peter T.
   Ettlie, John E.
   Urbina, Jose J.
TI OPEN SERVICE INNOVATION IN THE GLOBAL BANKING INDUSTRY: INSIDE-OUT
   VERSUS OUTSIDE-IN STRATEGIES
SO ACADEMY OF MANAGEMENT PERSPECTIVES
LA English
DT Article
ID FIRMS; MICROFOUNDATIONS; PERFORMANCE
AB The past several decades have witnessed the adoption and diffusion of open innovation processes across a variety of organizational and industry contexts. Despite significant scholarly investigation into open innovation's importance to firms' R&D strategies, a deep theoretical understanding of the open innovation framework remains elusive. This study contributes to this burgeoning literature by providing new theoretical and practical underpinnings of the open innovation framework. Specifically, we conduct a comparative case study of two global banks to articulate the theoretical underpinning of this approach in the micropractices and microfoundations of the two firms. Although all organizations practice some combination of internal and external sourcing of innovation, we find that there is a tendency for these practices to fall into two broad categories: inside-out open innovation and outside-in open innovation. Our comparative case study formalizes these two forms of open innovation as mechanisms to align global and local search in a service industry context. We found that the two banks' deployment of open innovation processes produced strong results including greater top-line growth and bottom-line efficiency gains, albeit by two distinctly different strategies, offsetting the many headwinds that crippled their peers during the past five years. We end this study by translating our results to possible avenues for future theoretical development and empirical investigation.
C1 [Gianiodis, Peter T.] Clemson Univ, Coll Business & Behav Sci, Clemson, SC 29631 USA.
   [Ettlie, John E.] Rochester Inst Technol, Saunders Coll Business, Rochester, NY 14623 USA.
RP Gianiodis, PT (reprint author), Clemson Univ, Coll Business & Behav Sci, Clemson, SC 29631 USA.
EM pgianio@clemson.edu; jettlie@saunders.rit.edu;
   jose.urbina@fulbrightmail.org
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NR 56
TC 13
Z9 13
U1 1
U2 68
PU ACAD MANAGEMENT
PI BRIARCLIFF MANOR
PA PACE UNIV, PO BOX 3020, 235 ELM RD, BRIARCLIFF MANOR, NY 10510-8020 USA
SN 1558-9080
J9 ACAD MANAGE PERSPECT
JI Acad. Manag. Perspect.
PD FEB
PY 2014
VL 28
IS 1
BP 76
EP 91
DI 10.5465/amp.2012.0126
PG 16
WC Business; Management
SC Business & Economics
GA AB8UD
UT WOS:000332064600006
DA 2020-02-20
ER

PT J
AU Eskelinen, J
   Halme, M
   Kallio, M
AF Eskelinen, Juha
   Halme, Merja
   Kallio, Markku
TI Bank branch sales evaluation using extended value efficiency analysis
SO EUROPEAN JOURNAL OF OPERATIONAL RESEARCH
LA English
DT Article
DE Data envelopment analysis; Value efficiency analysis; Sales performance;
   Bank branches
ID DATA ENVELOPMENT ANALYSIS; COST EFFICIENCY; DEA APPLICATION; CANADIAN
   BANK; PERFORMANCE; SCALE; FRONTIER; MODELS
AB This article results from our collaborative project with a Finnish bank aiming to evaluate the sales performance of bank branches. The management wishes to evaluate the branches' ability to generate profit, which rules out the pure technical efficiency considerations. The branches operate in heterogeneous environments. We deal with the heterogeneity by subdividing the branches according to the bank specification into overlapping clusters and analyze each cluster separately. The prices of the branch outputs are hard to assess as the results from the sales efforts can only be observed with long delays. We employ benchmark units similarly as in value efficiency analysis (VEA). However, we extend VEA in two ways. First, in standard VEA the benchmark unit is assumed to yield the maximum profit among the set of feasible technologies; instead, our benchmark technology may or may not be in the feasible set. Second, we consider efficiency tests employing a benchmark with respect to both profit and return. We propose a solution strategy for these extensions. The bank uses the study to support decisions concerning new branches, changes in the operations of inefficient branches, and actions aiming to more flexible deployment of the staff. (C) 2013 Elsevier B.V. All rights reserved.
C1 [Eskelinen, Juha; Halme, Merja; Kallio, Markku] Aalto Univ, Sch Business, Dept Informat & Serv Econ, FIN-00076 Aalto, Finland.
RP Halme, M (reprint author), Aalto Univ, Sch Business, Dept Informat & Serv Econ, POB 21210, FIN-00076 Aalto, Finland.
EM juha.p.eskelinen@aalto.fi; merja.halme@aalto.fi; markku.kallio@aalto.fi
RI Kallio, Markku/G-2276-2013
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NR 35
TC 10
Z9 10
U1 1
U2 62
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0377-2217
EI 1872-6860
J9 EUR J OPER RES
JI Eur. J. Oper. Res.
PD FEB 1
PY 2014
VL 232
IS 3
BP 654
EP 663
DI 10.1016/j.ejor.2013.08.005
PG 10
WC Management; Operations Research & Management Science
SC Business & Economics; Operations Research & Management Science
GA 233VY
UT WOS:000325598800023
DA 2020-02-20
ER

PT J
AU Belas, J
   Cipovova, E
   Demjan, V
AF Belas, Jaroslav
   Cipovova, Eva
   Demjan, Valer
TI CURRENT TRENDS IN AREA OF SATISFACTION OF BANK CLIENTS IN THE CZECH
   REPUBLIC AND SLOVAKIA
SO TRANSFORMATIONS IN BUSINESS & ECONOMICS
LA English
DT Article
DE commercial bank; satisfaction of bank clients; reasons for satisfaction
   of clients; reasons for dissatisfaction of clients; cross-sell index
ID CUSTOMER SATISFACTION; JOB-SATISFACTION; ONLINE CHANNEL; PERFORMANCE;
   MANAGEMENT; LEADERSHIP; QUALITY; IMPACT; MODEL
AB The aim of this article was to examine current trends in the area of customer's satisfaction of Czech and Slovak bank clients. In accordance with this objective satisfaction as well as factors of this satisfaction and dissatisfaction of bank clients in the Czech Republic and Slovakia have been analyzed in relation to a gender, age structure and level of education of customers. In this article the relation between bank customer's satisfaction and number of banking products being used was also studied. In order to achieve the above mentioned objectives our specially designed research on client satisfaction with the services of commercial banks in the Czech Republic and Slovakia has been purposely designed and then conducted in 2012. The results of this research confirmed the overall level of satisfaction of bank customers and the most important factors of satisfaction and dissatisfaction that are mostly the same in both countries. However, there are also significant differences in the factors of satisfaction and dissatisfaction of bank customers in the Czech Republic and Slovakia within individual social groups.
C1 [Belas, Jaroslav] Tomas Bata Univ Zlin, Fac Econ & Management, Dept Enterprise Econ, Zlin 76001, Czech Republic.
   [Cipovova, Eva] Univ Finance & Adm, Fac Econ Studies, Dept Business Management, Prague 10100 10, Czech Republic.
   [Demjan, Valer] Banking Inst Coll Banking, Dept Finance & Banking, Banska Bystrica 97401, Slovakia.
RP Belas, J (reprint author), Tomas Bata Univ Zlin, Fac Econ & Management, Dept Enterprise Econ, Mostni 5139, Zlin 76001, Czech Republic.
EM belas111@gmail.com; cipovova@gmai.com; valer@valer.sk
RI Cipovova, Eva/H-6650-2012; Kostikov, Eva/N-2596-2019
OI Kostikov (Cipovova), Eva/0000-0003-4408-4798
CR Ahmed N., 2012, ASIAN SOCIAL SCI, V8, P259, DOI DOI 10.5539/ASS.V8N4P259
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NR 38
TC 13
Z9 13
U1 0
U2 34
PU VILNIUS UNIV
PI VILNIUS
PA UNIVERSITETO ST 3, VILNIUS, LT-01513, LITHUANIA
SN 1648-4460
J9 TRANSFORM BUS ECON
JI Transform. Bus. Econ.
PY 2014
VL 13
IS 3
BP 219
EP 234
PG 16
WC Business; Economics
SC Business & Economics
GA AW8ZS
UT WOS:000346548300013
DA 2020-02-20
ER

PT J
AU Al-Hawari, MAA
AF Al-Hawari, Mohammad A. Ahmad
TI Does customer sociability matter? Differences in e-quality,
   e-satisfaction, and e-loyalty between introvert and extravert online
   banking users
SO JOURNAL OF SERVICES MARKETING
LA English
DT Article
DE E-satisfaction; E-loyalty; E-quality; Extraverts; Introverts;
   Sociability; Online banking
ID E-SERVICE QUALITY; MULTIPLE-ITEM SCALE; PERSONALITY-TRAITS; MEDIATING
   ROLE; TECHNOLOGY; DIMENSIONS; TRUST; CONSEQUENCES; PERFORMANCE;
   INTENTIONS
AB Purpose-The purpose of this study is to investigate the relationships between e-quality, e-satisfaction and e-loyalty and test how these relationships vary across different levels of customer sociability in the UAE banking industry.
   Design/methodology/approach-The relative importance of customer sociability in the relationships between e-quality, e-satisfaction and e-loyalty was examined. A self-administered questionnaire was developed, and data were collected from a final sample of 245 bank customers. The study's conceptual model and four hypotheses were tested using AMOS18.
   Findings-E-quality influences e-satisfaction, which, in turn, affects customer e-loyalty. This study's findings confirm that the relationships between e-quality, e-satisfaction and e-loyalty are stronger if the online banking user is an introvert (less social) rather than an extravert (very social).
   Practical implications-This study demonstrates how bank managers could use the sociability level of their customers to manage the relationships between e-quality, e-satisfaction and e-loyalty.
   Originality/value-The key contribution of this paper is that it demonstrates how the customer sociability level might affect the relationship between customers and online banking services.
C1 Univ Sharjah, Fac Business, Sharjah, U Arab Emirates.
RP Al-Hawari, MAA (reprint author), Univ Sharjah, Fac Business, Sharjah, U Arab Emirates.
EM malhawari@sharjah.ac.ae
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NR 46
TC 14
Z9 14
U1 0
U2 35
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0887-6045
J9 J SERV MARK
JI J. Serv. Mark.
PY 2014
VL 28
IS 7
BP 538
EP 546
DI 10.1108/JSM-02-2013-0036
PG 9
WC Business
SC Business & Economics
GA AT7YC
UT WOS:000345149300002
DA 2020-02-20
ER

PT J
AU Levy, S
AF Levy, Shalom
TI Does usage level of online services matter to customers' bank loyalty?
SO JOURNAL OF SERVICES MARKETING
LA English
DT Article
DE Loyalty; Service convenience; Satisfaction with online service quality;
   Service usage level
ID SATISFACTION; ANTECEDENTS; QUALITY; CONSEQUENCES; DETERMINANTS;
   ACCEPTANCE; COMMERCE; IMPACT; TRUST
AB Purpose - This paper aims to evaluate the relationship between the customer's relative usage levels of online banking services and bank loyalty, and to examine the effect of customer satisfaction with the quality of online banking services and services' convenience in this relationship. This study proposes a conceptual framework, integrating these factors.
   Design/methodology/approach - Data were collected from among traditional banks' customers. The study uses a factor analysis method following path analysis, using AMOS 19 and structural equation modeling.
   Findings - The findings show a significant, direct and negative relationship between the relative usage level of online banking services and bank loyalty. However, a positive relationship was found to exist between bank loyalty and customer satisfaction with online service quality. An indirect positive relationship was also found to exist between services' convenience through satisfaction with online banking service quality.
   Practical implications - The findings advance the idea that computer technology mediation reduces human interaction, and so may detract from customer loyalty. Service policy makers should invest in relation-based attachments with their online customers, enhance satisfaction with online quality service and sustain customer loyalty.
   Originality/value - Examination of the effect of variables related to online bank services usage and bank loyalty. This study contributes more value by understanding the effect of customers' usage level of online services.
C1 Ariel Univ Ctr, Grad Sch Business Adm, Ariel, Israel.
RP Levy, S (reprint author), Ariel Univ Ctr, Grad Sch Business Adm, Ariel, Israel.
EM shalom@ariel.ac.il
RI levy, shalom/AAF-7870-2019
OI levy, shalom/0000-0001-5632-4010
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NR 55
TC 21
Z9 21
U1 3
U2 38
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0887-6045
J9 J SERV MARK
JI J. Serv. Mark.
PY 2014
VL 28
IS 4
BP 292
EP 299
DI 10.1108/JSM-09-2012-0162
PG 8
WC Business
SC Business & Economics
GA AP2UP
UT WOS:000341931400003
DA 2020-02-20
ER

PT J
AU Ekinci, Y
   Uray, N
   Ulengin, F
AF Ekinci, Yeliz
   Uray, Nimet
   Ulengin, Fusun
TI A customer lifetime value model for the banking industry: a guide to
   marketing actions
SO EUROPEAN JOURNAL OF MARKETING
LA English
DT Article
DE Artificial neural network; Least squares estimation; Customer lifetime
   value; Linear regression; Marketing decision
ID SEGMENTATION; OPTIMIZATION
AB Purpose - The aim of this study is to develop an applicable and detailed model for customer lifetime value (CLV) and to highlight the most important indicators relevant for a specific industry - namely the banking sector.
   Design/methodology/approach - This study compares the results of the least square estimation (LSE) and artificial neural network (ANN) in order to select the best performing forecasting tool to predict the potential CLV. The performances of the models are compared by the hit ratio, which is calculated by grouping the customers as "top 20 per cent" and "bottom 80 per cent" profitable.
   Findings - Due to its higher performance; LSE based linear regression model is selected. The results are found to be highly competitive compared with the previous studies. This study shows that, beside the indicators mostly used in the literature in measuring CLV, two additional groups, namely monetary value and risk of certain bank services, as well as product/service ownership-related indicators, are also significant factors.
   Practical implications - Organisations in the banking sector have to persuade their customers to use certain routine risk-bearing transaction-based services. In addition, the product development strategy has a crucial role to increase the CLV of customers because some of the product-related variables directly increase the value of customers.
   Originality/value - The proposed model predicts potential value of current customers rather than measuring current value considered in the majority of previous studies. It eliminates the limitations and drawbacks of the majority of models in the literature through simple and industry-specific method which is based on easily measurable and objective indicators.
C1 [Ekinci, Yeliz] Istanbul Bilgi Univ, Istanbul, Turkey.
   [Uray, Nimet] Istanbul Tech Univ, Fac Management, TR-80626 Istanbul, Turkey.
   [Ulengin, Fusun] Sabanci Univ, Sch Management, Istanbul, Turkey.
RP Ekinci, Y (reprint author), Istanbul Bilgi Univ, Istanbul, Turkey.
EM ekinciyeliz@yahoo.com
RI Ulengin, Fusun/AAD-2476-2019; Uray, Nimet/AAH-5395-2019
OI Uray, Nimet/0000-0003-2285-1845
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NR 53
TC 4
Z9 4
U1 1
U2 24
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0309-0566
EI 1758-7123
J9 EUR J MARKETING
JI Eur. J. Market.
PY 2014
VL 48
IS 3-4
BP 761
EP 784
DI 10.1108/EJM-12-2011-0714
PG 24
WC Business
SC Business & Economics
GA AM1SM
UT WOS:000339628600017
DA 2020-02-20
ER

PT J
AU Ferreira, FAF
   Santos, SP
   Rodrigues, PMM
   Spahr, RW
AF Ferreira, Fernando A. F.
   Santos, Sergio P.
   Rodrigues, Paulo M. M.
   Spahr, Ronald W.
TI Evaluating retail banking service quality and convenience with MCDA
   techniques: a case study at the bank branch level
SO JOURNAL OF BUSINESS ECONOMICS AND MANAGEMENT
LA English
DT Article
DE retail banking; cognitive mapping; multiple criteria decision analysis;
   service quality and convenience; performance evaluation; bank branch
ID PERFORMANCE EVALUATION; COGNITIVE MAPS; CANADIAN BANK; DECISION; DEA;
   EFFICIENCY; MANAGEMENT; MODEL
AB The intangibility of banking services makes the evaluation of service quality and customer convenience difficult to measure. This paper aims to construct an integrated evaluation system for retail banking service quality and convenience at the bank branch level by combining cognitive mapping with measuring attractiveness by a categorical based evaluation technique. We strive to introduce transparency in the decision making process and add to the performance literature in retail banking. Strengths, weaknesses and practical applications of our multiple criteria evaluation system are also discussed.
C1 [Ferreira, Fernando A. F.] Polytech Inst Santarem, Sch Management & Technol, P-2001904 Santarem, Portugal.
   [Santos, Sergio P.] Univ Algarve, Fac Econ, P-8005139 Faro, Portugal.
   [Rodrigues, Paulo M. M.] Banco Portugal, Econ & Res Dept, P-1150012 Lisbon, Portugal.
   [Spahr, Ronald W.] Univ Memphis, Fogelman Coll Business & Econ, Memphis, TN 38152 USA.
RP Ferreira, FAF (reprint author), Polytech Inst Santarem, Sch Management & Technol, Complexo Andaluz,Apartado 295, P-2001904 Santarem, Portugal.
EM fernando.ferreira@esg.ipsantarem.pt; ssantos@ualg.pt;
   pmrodrigues@bportugal.pt; rspahr@memphis.edu
RI Rodrigues, Paulo M. M./B-5854-2009; Santos, Sergio/A-9695-2011
OI Rodrigues, Paulo M. M./0000-0002-6469-4959; Santos,
   Sergio/0000-0001-9811-3799; Ferreira, Fernando/0000-0001-5208-9084;
   Rodrigues, Paulo/0000-0003-1285-7493
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NR 47
TC 28
Z9 28
U1 1
U2 36
PU VILNIUS GEDIMINAS TECH UNIV
PI VILNIUS
PA SAULETEKIO AL 11, VILNIUS, LT-10223, LITHUANIA
SN 1611-1699
EI 2029-4433
J9 J BUS ECON MANAG
JI J. Bus. Econ. Manag.
PD JAN 1
PY 2014
VL 15
IS 1
BP 1
EP 21
DI 10.3846/16111699.2012.673504
PG 21
WC Business; Economics
SC Business & Economics
GA AC0FM
UT WOS:000332170200001
OA Other Gold, Bronze
DA 2020-02-20
ER

PT J
AU Xepapadeas, A
   Ralli, P
   Kougea, E
   Spyrou, S
   Stavropoulos, N
   Tsiaousi, V
   Tsivelikas, A
AF Xepapadeas, Anastasios
   Ralli, Parthenopi
   Kougea, Eva
   Spyrou, Sofia
   Stavropoulos, Nikolaos
   Tsiaousi, Vasiliki
   Tsivelikas, Athanasios
TI Valuing insurance services emerging from a gene bank: The case of the
   Greek Gene Bank
SO ECOLOGICAL ECONOMICS
LA English
DT Article
DE Gene bank; Valuation; Insurance value; Triggering event; Poisson arrival
ID UNCERTAINTY; RESOURCES
AB We develop a conceptual framework for determining insurance values associated with a gene bank and we apply the methodology to the Greek Gene Bank (GGB), the largest ex situ conservation program in Greece. To evaluate the insurance value generated by the holdings of the GGB genetic resources, the current study examined scenarios for alternative arrival probabilities of an adverse event that would negatively affect production of seven major staple crops held at the GGB within the next 100 years. Within the range of our estimates, it is indicated that insurance values considerably exceed the current operating costs of maintaining the GGB. (C) 2013 Elsevier BM. All rights reserved.
C1 [Xepapadeas, Anastasios; Kougea, Eva] Athens Univ Econ & Business, Dept Int & European Econ Studies, Athens 10434, Greece.
   [Ralli, Parthenopi; Stavropoulos, Nikolaos; Tsivelikas, Athanasios] Hellen Agr Org, Greek Gene Bank, Agr Res Ctr Northern Greece, DEMETER, Thessaloniki, Greece.
   [Tsiaousi, Vasiliki] Greek Biotope Wetlands Ctr, Thessaloniki, Greece.
   [Tsivelikas, Athanasios] Int Ctr Agr Res Dry Areas, Genet Resources Sect, Tunis 1004, Tunisia.
RP Xepapadeas, A (reprint author), Athens Univ Econ & Business, Dept Int & European Econ Studies, 76 Patiss Str, Athens 10434, Greece.
EM xepapad@aueb.gr
FU John S. Latsis Public Benefit Foundation
FX Research was funded by the John S. Latsis Public Benefit Foundation
   under a one-year research project-funding program. We would like to
   thank three anonymous referees for valuable comments on earlier drafts
   of this paper, and Joan Stefan for technical editing.
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NR 32
TC 1
Z9 2
U1 0
U2 17
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0921-8009
EI 1873-6106
J9 ECOL ECON
JI Ecol. Econ.
PD JAN
PY 2014
VL 97
BP 140
EP 149
DI 10.1016/j.ecolecon.2013.11.012
PG 10
WC Ecology; Economics; Environmental Sciences; Environmental Studies
SC Environmental Sciences & Ecology; Business & Economics
GA AB0KH
UT WOS:000331480200016
DA 2020-02-20
ER

PT J
AU Dodson, C
AF Dodson, Charles
TI Bank size, lending paradigms, and usage of Farm Service Agency's
   guaranteed loan programs
SO AGRICULTURAL FINANCE REVIEW
LA English
DT Article
DE Agricultural credit; Bank size; Charles B. Dodson; Credit availability;
   FSA-guraranteed loans
AB Purpose - An established paradigm in small business lending is segmented by bank size with large banks more likely to lend to large informationally transparent firms while small banks are more likely to lend to small informationally opaque firms. In light of banking consolidation, this market segmentation can have implications for credit availability. Federal loan guarantees, such as those provided by USDA's Farm Service Agency (FSA) may reduce the risks of lending to informationally opaque firms thereby mitigating the impacts of the bank size lending paradigm. This paper aims to discuss these issues.
   Design/methodology/approach - This analysis utilized a binomial logit procedure to determine if there was any empirical evidence that smaller community banks served a unique clientele of farmers when making FSA-guaranteed loans. The analysis relied on a unique data set which incorporated detailed data on farm businesses receiving FSA-guaranteed loans, loan characteristics, as well as information about the originating bank and characteristics of the local credit markets.
   Findings - Results were consistent with the bank size lending paradigm with smaller banks being less likely to engage in fixed-asset lending, and more likely to serve a riskier and less established clientele when making guaranteed loans.
   Research limitations/implications - Data limitations did not permit detailed analysis of banks larger than $250 million in total assets nor for consideration of non-bank lenders. An expansion by these lender groups into serving more informationally opaque borrowers could mitigate any adverse impacts arising from fewer small community banks.
   Practical implications - The results suggested that Federal guarantees do not completely eliminate the relative informational advantages of large and small size banks. And, continued bank consolidation, such that there are fewer small community banks, could result in less credit availability among smaller, less creditworthy farm businesses.
   Social implications - While FSA guarantees may not enhance a large banks propensity to serve informationally opaque farm borrowers, they may enhance the ability of smaller community banks to serve groups specifically targeted through FSA lending programs; the provision of credit to family farmers who, despite being creditworthy, are unable to obtain credit at reasonable rates and terms.
   Originality/value - The analysis examines relationship between bank size and the use of FSA guarantees using a unique data set which incorporated information on FSA-guaranteed loans, farm financial characteristics, along with characteristics of commercial banks which participated in the FSA-guarantee program.
C1 [Dodson, Charles] USDA, Farm Serv Agcy Econ Policy Anal, Washington, DC 20250 USA.
RP Dodson, C (reprint author), USDA, Farm Serv Agcy Econ Policy Anal, Washington, DC 20250 USA.
EM charles.dodson@wdc.usda.gov
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NR 55
TC 5
Z9 5
U1 0
U2 1
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0002-1466
EI 2041-6326
J9 AGRIC FINANCE REV
JI Agric. Finance Rev.
PY 2014
VL 74
IS 1
BP 133
EP +
DI 10.1108/AFR-01-2013-0002
PG 21
WC Agricultural Economics & Policy
SC Agriculture
GA V83YO
UT WOS:000212420900008
DA 2020-02-20
ER

PT J
AU Delova-Jolevska, E
   Andovski, I
AF Delova-Jolevska, Evica
   Andovski, Ilija
TI THE FUTURE DEVELOPMENT OF THE SERVICE SECTOR AND IT'S IMPACT ON THE
   BANKING INDUSTRY. THE CASE OF MACEDONIA
SO CASOPIS ZA EKONOMIJU I TRZISNE KOMUNIKACIJE
LA English
DT Article
DE service sector; banking industry
AB The aim of this paper is to elaborate the importance of service sector and how its future development will affect the banking industry in the Republic of Macedonia. We live in a service society, where services sector represents more than two-thirds of economic activity and four-fifths of growth in recent years in OECD countries. This trend is evident in Macedonia also, where the service sector represents around 60% from the economic activity. Stil, because of the positive correlation with the economic development, further development will result with growth of the service sector. Further liberalization, removing product market barriers still limiting competition in various sub-sectors, allowing more FDI are factors that are indicated by experts that can contribute for further development of the service sector. Regarding banking industry in Macedonia, service sector has the biggest share in the credit portfolio. Especialy this is due of the high exposure towards trade. Comparative analysis with developed countries shows that the share of exposure towards service sector is greather in Macedonia. This is mainly due of the lower risk of this credit portfolio, whose average riskiness is below the industry sector and agriculture. Also, in deficiency of strong industrial sector who can export its goods, Macedonian banks are turned towards wholesale and retail trade sectors. So it is expected with growth of GDP per capita in future banks to increase the loan portfolio of industry and in the same time to decrease the share of trade sector portfolio in total service portfolio.
C1 [Delova-Jolevska, Evica] Univ Amer Coll Skopje, Econ, Skopje, Macedonia.
   [Andovski, Ilija] Natl Bank Republ Macedonia, Econ, Skopje, Macedonia.
RP Delova-Jolevska, E (reprint author), Univ Amer Coll Skopje, Econ, Skopje, Macedonia.
EM jolevski2001@yahoo.com; iandovski@yahoo.com
CR Banka Slovenije, 2011, STAB SLOV BANK SYST
   Banka Slovenije, 2013, STAB SLOV BANK SYST
   Baumol W.J., 2001, GROWTH SERVICE IND P
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   Maroto A., 2009, 1 WP SERVPPIN
   National Bank of the Republic of Macedonia, 2013, REP BANK SYST REP MA
   National Bank of the Republic of Macedonia, 2010, REP BANK SYST REP MA
NR 9
TC 1
Z9 1
U1 0
U2 0
PU PAN-EUROPEAN UNIV APEIRON
PI BANJA LUKA
PA PAN-EUROPEAN UNIV APEIRON, BANJA LUKA, 00000, BOSNIA & HERCEG
SN 2232-8823
EI 2232-9633
J9 CAS EKON TRZ KOMUN
JI Cas. Ekon. Trz. Komun.
PY 2014
VL 4
IS 1
BP 31
EP 43
DI 10.7251/EMC1401031D
PG 13
WC Business
SC Business & Economics
GA VC4IC
UT WOS:000433748500003
OA Bronze
DA 2020-02-20
ER

PT J
AU Murari, K
   Tater, B
AF Murari, Krishna
   Tater, Bindiya
TI Employee's attitude towards adoption of IT-based banking services A case
   of Indian private sector banks
SO COMPETITIVENESS REVIEW
LA English
DT Article
DE Complexity; Innovation; Potential risk; Relative advantage; Strategic
   advantage
AB Purpose - The main aim of carrying out this study was to measure the attitude of employees towards the adoption of information technology (IT)-based banking services among private sector banks of India.
   Design/methodology/approach - Descriptive research methodology is used to accomplish the study using convenience sampling technique. The study is conducted in four private sector banks of India from Bikaner and Jaipur regions of Rajasthan. A questionnaire was developed based on five parameters, i.e. relative advantage, complexity, potential risk, strategic advantage in decision-making process and innovation and development to ascertain the attitude of the employees. The data are collected from 180 bank employees (executive, manager, officer) through structured questionnaire method out of which 129 employees replied to the questionnaire. Frequency percentage and ANOVA test is adopted as the statistical measure.
   Findings - The study revealed that IT has led to increased customer satisfaction, improved operational efficiency, reduced transaction time, and gives the bank a competitive edge in reducing the running cost by quick responses in delivery of services.
   Research limitations/implications - A sample of only four private sector banks is taken into consideration.
   Practical implications - The study is useful for the banking policy makers in terms of application of IT for spreading the reach of banking services to the mass.
   Originality/value - This paper explores the use of IT-based banking services for research purposes on private banking. It will be of great value for researchers and professionals involved in IT-based banking services.
C1 [Murari, Krishna] MITS Univ, FASC, Sikar, India.
   [Tater, Bindiya] Shobhasaria Grp Inst, Sikar, India.
RP Murari, K (reprint author), MITS Univ, FASC, Sikar, India.
EM krishnamurari_1980@rediffmail.com
OI Murari, Krishna/0000-0003-4535-7153
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NR 43
TC 3
Z9 3
U1 0
U2 2
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1059-5422
EI 2051-3143
J9 COMPET REV
JI Compet. Rev.
PY 2014
VL 24
IS 2
BP 107
EP +
DI 10.1108/CR-01-2013-0005
PG 13
WC Business
SC Business & Economics
GA V73RG
UT WOS:000211725900007
DA 2020-02-20
ER

PT J
AU Fortado, B
   Fadil, PA
AF Fortado, Bruce
   Fadil, Paul
TI The yin and yang of introducing a sales culture: the Amalgam Bank Case
SO COMPETITIVENESS REVIEW
LA English
DT Article
DE Organizational culture; Banking; Customer service; Sales; Human
   relations
AB Purpose - The purpose of this study was to explore the introduction of a "sales culture" at one of the ten largest US banks. Identifying and analyzing the existing human relations problems should enable constructive competitive improvements to be made in the future.
   Design/methodology/approach - The major findings of our interviews with tellers and customer service representatives are compared to how the managers presented the sales culture, as well as the relevant cultural literature. The metaphor of the yin and the yang will be used to shed light on the tense and fluctuating interconnection of certain phenomenon.
   Findings - Amalgam Bank's sales did increase, but unanticipated problems also surfaced. The new sales duties slowed service and irritated customers. The teller referral quota proved unrealistic. The sales incentive point system provided little motivation. The negative tended to be stressed in sales meetings. When employees raised concerns, their managers replied with silencing behaviors. Further, there were double standards, lessened career opportunities and some inconsistent managerial practices. Increased turnover and resistance ensued. Addressing these problems should bring the parties' interests into better balance and produce a more stable and competitive culture.
   Research limitations/implications - Doing a comparative analysis can confirm what aspects of the sales culture literature are relevant and where inductive modifications might be called for. Consideration needs to be given to what results might be due to a poor managerial implementation, and what results can be attributed to the conflicting aspects of the original service-oriented culture and the new sales culture. More fieldwork needs to be done to provide confirmation for these findings and expand upon them.
   Practical implications - Both theory and practice could be improved by integrating material from anthropology, sociology, human relations, organization culture and marketing.
   Social implications - This paper focused on the social issue of culture change. Utilizing competitiveness as an outcome variable, the social implications of this study are tremendous.
   Originality/value - This study goes back to the roots of the Human Relations movement: fieldwork. In an era where most scholars hand out surveys and analyze corresponding numbers, the current authors actually went out in the field and meticulously interviewed the subjects. This increased the quality and depth of the survey, while providing a true barometer of the reaction to the proposed culture change. Although this method of study is not original, it is hardly ever done anymore in a "survey-driven" research environment. This fieldwork methodology is one of the most important contributions of this paper.
C1 [Fortado, Bruce; Fadil, Paul] Univ North Florida, Coggin Coll Business, Dept Management, Jacksonville, FL 32224 USA.
RP Fadil, PA (reprint author), Univ North Florida, Coggin Coll Business, Dept Management, Jacksonville, FL 32224 USA.
EM pfadil@unf.edu
RI Fortado, Bruce/J-1710-2019
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NR 67
TC 0
Z9 0
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1059-5422
EI 2051-3143
J9 COMPET REV
JI Compet. Rev.
PY 2014
VL 24
IS 5
BP 444
EP 462
DI 10.1108/CR-10-2013-0079
PG 19
WC Business
SC Business & Economics
GA V73SK
UT WOS:000211728900005
DA 2020-02-20
ER

PT J
AU Brun, I
   Durif, F
   Ricard, L
AF Brun, Isabelle
   Durif, Fabien
   Ricard, Line
TI E-relationship marketing: a cognitive mapping introspection in the
   banking sector
SO EUROPEAN JOURNAL OF MARKETING
LA English
DT Article
DE E-commerce; Relationship marketing; Banking industry; Cognitive mapping
ID RELATIONSHIP QUALITY; E-SATISFACTION; TRUST; MIX
AB Purpose - The aim of this paper is to explore and better understand e-relationship marketing and to identify elements (key concepts) that are predominant to ensure success via the internet.
   Design/methodology/approach - The exploratory cognitive mapping technique (Cossette, 2004) employs three types of respondents, namely a banking expert, online banking customer and academic expert.
   Findings - The study points up similarities with traditional relationship marketing (e. g. satisfaction, commitment by bank) and identifies several new concepts spawned by the web-based environment. More precisely, the study highlights the importance of the simplicity and ease of the customer's web experience.
   Research limitations/implications - The exploratory and qualitative nature of this study opens the door to validation with a broader sample using a self-administered questionnaire developed based on the cognitive mapping technique.
   Practical implications - In addition to guaranteeing customer satisfaction, it is important: that customers perceive the bank's investment in and commitment to the e-relationship strategy; and, that customers enjoy a highly positive web experience (e. g. perceived quality of site and ease-of-use).
   Originality/value - Research findings result in an enhanced understanding of e-relationship marketing. Also, given the combination of sparse use of cognitive mapping in marketing and investigation of three different types of subjects (banking expert, online banking customer and academic expert), the findings lend originality while making a substantive theoretical contribution to topical literature.
C1 [Brun, Isabelle] Univ Moncton, Fac Business Adm, Moncton, NB E1A 3E9, Canada.
   [Durif, Fabien; Ricard, Line] ESG Univ Quebec Montreal, Sch Business & Management, Montreal, PQ, Canada.
RP Brun, I (reprint author), Univ Moncton, Fac Business Adm, Moncton, NB E1A 3E9, Canada.
EM isabelle.brun@umoncton.ca
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NR 45
TC 7
Z9 7
U1 1
U2 19
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0309-0566
EI 1758-7123
J9 EUR J MARKETING
JI Eur. J. Market.
PY 2014
VL 48
IS 3-4
BP 572
EP 594
DI 10.1108/EJM-04-2012-0207
PG 23
WC Business
SC Business & Economics
GA AM1SM
UT WOS:000339628600008
DA 2020-02-20
ER

PT J
AU Perez, A
   del Bosque, IR
AF Perez, Andrea
   Rodriguez del Bosque, Ignacio
TI Customer CSR expectations in the banking industry
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE CSR; Commercial banks; CSR expectations; Customers; Savings banks
ID CORPORATE SOCIAL-RESPONSIBILITY; CONSUMERS; IDENTITY; COMPANIES; IMPACT;
   SCALE
AB Purpose - The purpose of this paper is to examine customer corporate social responsibility (CSR) expectations in the crisis context of the Spanish banking industry. The paper also takes into consideration the role that corporate governance structure plays in customer CSR expectations.
   Design/methodology/approach - Analysing 648 customers of savings banks and 476 customers of commercial banks, several univariate statistics and two cluster analyses are implemented.
   Findings - The authors identify significantly consistent patterns in the CSR expectations of savings banks and commercial banks customers. The customers of both types of banking companies have similar high expectations concerning the CSR oriented to customers, shareholders and supervising boards, employees, the community and legal and ethical CSR. Also customers of both types of banking companies can be consistently classified as customer oriented, legally (customer)-oriented and CSRoriented customers depending on their CSR expectations.
   Practical implications - These results have interesting implications for managers because it allows them to develop optimal CSR based on their customers' expectations. In this regard, it is observed that the CSR expectations of savings banks and commercial banks customers are quite homogeneous in such a way that the traditional differentiation in the CSR implemented by savings banks and commercial banks may be no longer justified.
   Originality/value - Previous scholars who have analysed customer CSR expectations have not studied them in a crisis context. This paper contributes to literature by proposing new managerial strategies for companies facing a product or corporate crisis. Scholars studying customer CSR expectations in the banking industry have not considered the role of corporate governance structure either. This paper provides detailed information about the CSR expectations of savings banks customers and commercial banks customers.
C1 [Perez, Andrea; Rodriguez del Bosque, Ignacio] Univ Cantabria, Dept Business Adm, Mkt, Santander, Spain.
RP Perez, A (reprint author), Univ Cantabria, Dept Business Adm, Mkt, Santander, Spain.
EM perezran@unican.es
OI Perez, Andrea/0000-0003-3521-1783
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NR 46
TC 24
Z9 26
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2014
VL 32
IS 3
BP 223
EP 244
DI 10.1108/IJBM-09-2013-0095
PG 22
WC Business
SC Business & Economics
GA V0S3H
UT WOS:000216514000004
OA Green Accepted
DA 2020-02-20
ER

PT J
AU Dahlstrom, R
   Nygaard, A
   Kimasheva, M
   Ulvnes, AM
AF Dahlstrom, Robert
   Nygaard, Arne
   Kimasheva, Maria
   Ulvnes, Arne M.
TI How to recover trust in the banking industry? A game theory approach to
   empirical analyses of bank and corporate customer relationships
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Trust; Transaction costs; Relationship marketing; Business-to-business
   marketing; Banking industry
AB Purpose - Trust is a crucial element of a viable banking industry. In the corporate market though, the characteristics of the relationships between each corporate customer and the bank is a double-sided problem. Both parties might trust the other or choose to behave opportunistically. The paper aims to discuss these issues.
   Design/methodology/approach - The authors have analyzed the effects of inter-organizational trust and opportunism on the perception of risk. The paper presents a structural equations model based on a prisoner's dilemma logic to analyze the unique effects of trust between corporate customers and their banks and its corporate customers.
   Findings - The results based on 252 bank - corporate bank customers relationships reveal an intriguing mixed strategy between trust from one party and opportunism from the other.
   Research limitations/implications - The implication is that mutual trust seems to reduce the perception of risk in the market while bank opportunism significantly escalates perceived risk. The analyses also show that when the corporate customer trusts the bank, perceived risk is significantly reduced.
   Practical implications - The findings emphasize the role of relationship marketing in the banking industry.
   Originality/value - Despite the fact that inter-organizational trust is a crucial dyadic variable, few empirical studies have previously analyzed both sides of the relationship. This investigation is a preliminary analysis of how both sides of the same relationship affects the outcome. When trust erodes from one side of the relationship, it may lead to the same process on the other side of the relationship.
C1 [Dahlstrom, Robert] Miami Univ, Dept Mkt, Oxford, OH 45056 USA.
   [Nygaard, Arne] Oslo Sch Management, Oslo, Norway.
   [Kimasheva, Maria] Ctr Adv Res Retailing, BI Norwegian Business Sch, Oslo, Norway.
   [Ulvnes, Arne M.] Sor Trondelag Univ Coll, Trondheim Business Sch TBS, Trondheim, Norway.
RP Nygaard, A (reprint author), Oslo Sch Management, Oslo, Norway.
EM arne.nygaard@mh.no
FU BI Norwegian Business School; SUPTEK-program; The Research Council of
   NorwayResearch Council of Norway
FX The authors have contributed equally to this paper. The authors
   acknowledge the comments and critics from the editor and two anonymous
   reviewers. The authors also thank Said Azouagh, Thomas Stenshorne, and
   Kjetil W ae thing for technical assistance during this research. The
   authors appreciate the support of the fund for bank and finance research
   at the BI Norwegian Business School, the SUPTEK-program, and The
   Research Council of Norway.
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NR 38
TC 8
Z9 8
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2014
VL 32
IS 4
BP 268
EP 278
DI 10.1108/IJBM-03-2014-0042
PG 11
WC Business
SC Business & Economics
GA V0S3M
UT WOS:000216514500002
DA 2020-02-20
ER

PT J
AU Nienaber, AM
   Hofeditz, M
   Searle, RH
AF Nienaber, Ann-Marie
   Hofeditz, Marcel
   Searle, Rosalind H.
TI Do we bank on regulation or reputation? A meta-analysis and
   meta-regression of organizational trust in the financial services sector
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Trust; Financial services; Business strategy; Banking industry;
   Regulations; Company performance
ID LONG-TERM ORIENTATION; WORD-OF-MOUTH; CONSUMER-TRUST; RELATIONSHIP
   QUALITY; CUSTOMER TRUST; ONLINE TRUST; METHOD BIAS; SATISFACTION;
   COMMITMENT; MODEL
AB Purpose - Trust in financial institutions has been eroded through the collapse of mortgage-related securities, with confidence further denuded through well publicized cases of rogue traders and rate fixing cases, such as with the Lehman brothers, the Libor rate-fixing scandals, and the hypo real estate breakdown. In response to these events, governments have introduced a range of distinct policy initiatives designed to restore trust in this sector. Thus, the question arises: are these regulations and control mechanisms sufficient in isolation, or are there other elements that this sector needs to pay attention to in efforts to build and sustain customers' trust? The paper aims to discuss these issues.
   Design/methodology/approach - There is a compelling agenda for both financial organizations and academics to understand better organizational trust in this context especially the role and impact of regulatory mechanisms in its development and repair. The paper therefore examines the special facets of the financial services sector in comparison to other sectors, such as manufacturing, to consider whether trust is fundamentally different in this context than others, and thus address how far there are special challenges concerning trust and the banking industry. The paper analyses, by using a meta-analytical design, 93 studies (N = 38,631), of which 20 empirically investigate organizational trust in the financial sector with a combined N of 11,224 respondents.
   Findings - The paper shows that the banking sector is heavily affected by two distinct forces: first, customers' perception of an organization's level of compliance and conformity with laws and regulations is a necessity for banks' sociopolitical legitimization, and second it is also related to how non-compliance is dealt with. Importantly, this meta-analysis indicates that regulation is just one of a suite of devices that organizations need to deploy in their efforts to restore trust. The paper identified two further elements of significance: customers require direct evidence, derived either from their own or others' satisfaction with the goods or services provided, and customers do take note of the external endorsement of the firm, especially in Asia, where customers place huge emphasis on the firm's reputation.
   Research limitations/implications - First, meta-analysis is inherently reliant on the earlier studies and therefore retains their weaknesses. Some of the relationships included self-report variables collected at the same point in time and therefore may be inflated by common method bias. Second, due to the focus and because of the limited number of studies in this sector, and a paucity of attention on some key topics, such as perceptions of regulation, second-order sampling error may also be a limitation. Third, some relationships were not investigated frequently enough in studies to enable us to include them in the review, such as cooperation, opportunistic behaviour or quality. Finally, despite calls for trust scholars to include propensity to trust measures within their studies, many of these studies do not include this measure and therefore it is more difficult to identify and control individual difference factors.
   Practical implications - The results show the merit of multi-strand trust development strategies. There is a striking paucity of financial institutions, which have examined how far their trust deficit may be related to their internal culture, and whether recent corporate corruption could be the product of bonuses and the internal short-term individualized reward systems. The analysis reveals that although external regulations and controls are an effective and powerful devise for organizational trust, over the last two periods of significant crisis, their impact appears to be warning; Yet reassuring customers of their expectations of the other party's future behaviour is central to trust. Alternative remedies need to be considered, such as the establishment of a more effective regulator, or board of governors who oversee and assure compliance. Monitoring and surveillance offer a further external means of reducing the possibility of future misbehaviours. However, as the analysis indicates, other strands are required to build trust, including greater attention by firms on customers' direct experiences, which in turn would enhance the third part endorsement of their competence and goodwill intentions of organizations.
   Social implications - Significantly, the results indicate the potentially partial erosion of credence factors, and thus confidence, in this sector over the last 20 years, during what has been a period of repeated exposure to trust breaches. The paper shows that single strand solutions, such as improvements to customer communication, are no longer sufficient, nor, more importantly, do they have the same impact. Instead, the paper shows the necessity to utilize more effectively and target attention towards three distinct antecedents: external regulations and their enforcement; third party and expert endorsements, and therefore external reputations; and customer satisfaction in terms of the effective delivery of customer expectations.
   Originality/value - Organizational trust has been shown as critical in positively affecting and repairing broken relationships through uncertainty reduction and confidence enhancement. In the past, different meta-analyses of trust have been undertaken, but this, to the authors knowledge, is the first meta-analytic study measuring trust on an organizational level in the context of the financial services sector and its regulatory environment. This meta-analysis indicates that regulation is just one of a suite of devices that organizations need to deploy in their efforts to restore trust. The paper identified two further elements: customers require direct evidence, and do take note of the external endorsement of the firm.
C1 [Nienaber, Ann-Marie; Searle, Rosalind H.] Coventry Univ, CETEB, Coventry, W Midlands, England.
   [Hofeditz, Marcel] Munster Univ, Chair Business Management Org Personnel & Innovat, Munster, Germany.
RP Nienaber, AM (reprint author), Coventry Univ, CETEB, Coventry, W Midlands, England.
EM ann-marie.nienaber@coventry.ac.uk
OI Nienaber, Ann-Marie/0000-0002-2043-1225; Searle,
   Rosalind/0000-0002-6052-7627
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NR 165
TC 15
Z9 15
U1 1
U2 3
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2014
VL 32
IS 5
SI SI
BP 367
EP 407
DI 10.1108/IJBM-12-2013-0146
PG 41
WC Business
SC Business & Economics
GA V0S3U
UT WOS:000216515300003
DA 2020-02-20
ER

PT J
AU Jan, MT
   Abdullah, K
AF Jan, Muhammad Tahir
   Abdullah, Kalthom
TI The impact of technology CSFs on customer satisfaction and the role of
   trust An empirical study of the banks in Malaysia
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Customer relationship management; Customer satisfaction; Structural
   equation modelling; Trust; Banking sector; Technology CSFs
AB Purpose - The purpose of this paper is to identify and test technology-related critical success factors (CSFs) and its impact on trust and customer satisfaction.
   Design/methodology/approach - This paper analyses the causal relationship that exists between technology CSFs and customer satisfaction. It also investigates the mediating role of trust between these two. For this purpose data were collected quantitatively from 349 employees working in different banks, through self-administered questionnaire. The data analysis was conducted using SPSS and AMOS software. Factor analysis was performed to extract and decide on the number of factors underlying the measured variables of interest. Structural equation modelling was then used to examine the variables and the fitness of proposed model.
   Findings - The result revealed that technology CSFs positively affect customer satisfaction. Also, trust partially mediates the relationship between technology CSFs and customer satisfaction. A significant positive impact of technology CSFs on trust, and trust on customer satisfaction have also been obtained.
   Practical implications - The significant influence that technology CSFs have on customer satisfaction and trust shows that technology-related CSFs are inevitable for the success of customer relationship management (CRM) in financial services industry, particularly banks. Policy makers of service industry in general and financial service industry in particular may benefit from the findings of this study.
   Originality/value - Despite the plethora of research on CSFs for CRM, very limited attention has been given to testing and validating the identified CSFs. Negligible research has been conducted to investigate trust as a mediating variable in the relationship between technology CSFs and customer satisfaction. This paper, therefore, offers valuable insight into technology-related CSFs and trust with their impact on customer satisfaction.
C1 [Jan, Muhammad Tahir; Abdullah, Kalthom] Int Islamic Univ Malaysia, Dept Business Adm, Kuala Lumpur, Malaysia.
RP Jan, MT (reprint author), Int Islamic Univ Malaysia, Dept Business Adm, Kuala Lumpur, Malaysia.
EM tahirjan@iium.edu.my
RI Jan, Muhammad Tahir/D-4316-2016
OI Jan, Muhammad Tahir/0000-0001-5680-8496; Abdullah,
   Kalthom/0000-0002-6269-4365
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NR 117
TC 11
Z9 11
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2014
VL 32
IS 5
SI SI
BP 429
EP 447
DI 10.1108/IJBM-11-2013-0139
PG 19
WC Business
SC Business & Economics
GA V0S3U
UT WOS:000216515300005
DA 2020-02-20
ER

PT J
AU Jarvinen, RA
AF Jarvinen, Raija Anneli
TI Consumer trust in banking relationships in Europe
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Consumer behaviour; Relationship; Banks; Trust
AB Purpose - The purpose of this paper is to examine the content of consumer trust in the banking sector on the basis of the earlier literature and to compare consumer trust in banking and distinct banking services in 29 European countries in order to find out if there are deviations in consumer trust in banks at the organisational level, and at a service level, and between distinct services and between various countries.
   Design/methodology/approach - The study employs a survey gathered in 2012 in 29 European countries containing 41,308 consumer assessments concerning banking services. The data are analysed by using SPSS-statistical software.
   Findings - The study reveals deviations between various banking services and company-level results regarding consumers' trust in their banking relationships. Consumer trust is the highest in banking accounts and the lowest in investments and pensions. The study also highlights deviations in consumer trust between European countries, and identifies countries with low, medium and high trust in banking and in distinct banking services.
   Research limitations/implications - The culture and well-being of a nation may affect in consumer trust in general. The data are bound to certain limitations, its formula is decided at European Commission level.
   Practical implications - Low trust may indicate serious problems in the markets and it should be a signal to bank managers to take actions, e.g. by reducing the levels of perceived risk in high-complexity banking services, launching simpler products, present service offerings in a more customer-oriented way, applying behavioural perspectives in relationships with consumers, encourage on-going behavioural loyalty, and maintaining customer service at high priority. Low-trust consumers have to be approached with a different strategy than those with high trust.
   Originality/value - The paper contributes to the literature on trust by defining the content of consumer trust in the banking context. The empirical results of consumer trust in banking in 29 European markets at country level and at banking service level increase knowledge of trust as experienced by consumers. They reveal that trust is a service-specific phenomenon showing that the degree of consumer trust varies depending on the service in question, and there is vast deviation between the European countries. The highest trust in all the three banking services is experienced in Malta, Finland and Luxembourg, and the lowest in Spain. Otherwise the countries show variation across the banking services. The results indicate also demographic deviations in trust.
C1 [Jarvinen, Raija Anneli] Natl Consumer Res Ctr, Helsinki, Finland.
RP Jarvinen, RA (reprint author), Natl Consumer Res Ctr, Helsinki, Finland.
EM raija.jarvinen@ncrc.fi
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NR 56
TC 21
Z9 22
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2014
VL 32
IS 6
SI SI
BP 551
EP 566
DI 10.1108/IJBM-08-2013-0086
PG 16
WC Business
SC Business & Economics
GA V0S3V
UT WOS:000216515400007
DA 2020-02-20
ER

PT J
AU Choudhury, K
AF Choudhury, Koushiki
TI Service quality andword of mouth: a study of the banking sector
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Service quality; Word-of-mouth; Regression; Retail banking; Factors
AB Purpose - The purpose of this paper is to explore the influence of the dimensions of service quality on customers' word-of-mouth (WOM) in the context of the retail banking industry.
   Design/methodology/approach - A modified SERVQUAL instrument was used to capture customers' perceptions of service quality followed by exploratory factor analysis to study the dimensionality of service quality in retail banking. Multiple regression was used to probe the influence of the dimensions of service quality on WOM.
   Findings - The study revealed four dimensions of service quality in retail banking, namely, attitude, competence, tangibles and convenience and showed that the service quality factor attitude is most important in influencing WOM.
   Research limitations/implications - Continued refinement of the scale for measuring service quality in retail banking, proposed in this study, is certainly possible based on further research and trends in retail banking. Further research may also incorporate multiple measures of the WOM construct.
   Practical implications - Retail bank managers must realise the importance of employees' attitude towards customers, be sensitive to the intangible aspects of the service, particularly the customerorientation of its frontline personnel and engender and continuously rejuvenate a customer-oriented culture. This is because, the provision of personalised, courteous service and helpful employees who understand the customers' needs is the strongest driver for WOM.
   Originality/value - This study explores the relationship between service quality and WOM by linking both constructs at their dimensional level. This increases the diagnostics of explaining customers' propensity for WOM.
C1 [Choudhury, Koushiki] Indian Inst Management, Kolkata, W Bengal, India.
RP Choudhury, K (reprint author), Indian Inst Management, Kolkata, W Bengal, India.
EM koushikic@hotmail.com
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NR 53
TC 18
Z9 18
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2014
VL 32
IS 7
BP 612
EP 627
DI 10.1108/IJBM-12-2012-0122
PG 16
WC Business
SC Business & Economics
GA V0S3Z
UT WOS:000216515800002
DA 2020-02-20
ER

PT J
AU Al-Jazzazi, AM
   Sultan, P
AF Al-Jazzazi, Akram Mahmoud
   Sultan, Parves
TI Banking service quality in the Middle Eastern countries
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Literature review; Research agenda; Middle East; Service quality;
   Islamic banking; Conventional banking
ID CUSTOMER SATISFACTION; ISLAMIC BANKING; RETAIL BANKING; DETERMINANTS;
   PERCEPTIONS; MODEL
AB Purpose - The purpose of this paper is to review some of the key studies that are published in the last three decades on banking service quality with particular attention to the Middle Eastern countries, and provide some future research directions.
   Design/methodology/approach - Literature review.
   Findings - The review generated 11 research questions related to Islamic and conventional banking services in the Middle Eastern countries.
   Research limitations/implications - This paper reviews leading, current studies on conventional and Islamic banking in the Middle East, and provides future research directions for scholars and practitioners alike. Future research should address each of the research questions as identified in this paper with empirical data/evidence.
   Practical implications - This paper reviews leading, current studies on conventional and Islamic banking in the Middle East and provides future directions of research for scholars and practitioners alike. Future research should address each of the research questions the authors identify with empirical data and scientific evidence.
   Originality/value - This paper would be useful for guiding the development and resolution of researchers' and practitioners' research questions and could help to strengthen the banking industry in Middle Eastern countries.
C1 [Al-Jazzazi, Akram Mahmoud; Sultan, Parves] Cent Queensland Univ, Sch Business & Law, Rockhampton, Qld, Australia.
RP Al-Jazzazi, AM (reprint author), Cent Queensland Univ, Sch Business & Law, Rockhampton, Qld, Australia.
EM a.al-jazzazf@cqu.edu.au
OI , Parves/0000-0003-3856-4592
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NR 71
TC 8
Z9 8
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2014
VL 32
IS 7
BP 688
EP 700
DI 10.1108/IJBM-09-2013-0094
PG 13
WC Business
SC Business & Economics
GA V0S3Z
UT WOS:000216515800005
DA 2020-02-20
ER

PT J
AU Jalilvand, MR
   Shahin, A
   Vosta, LN
AF Jalilvand, Mohammad Reza
   Shahin, Arash
   Vosta, Leila Nasrolahi
TI Examining the relationship between branding and customers' attitudes
   toward banking services Empirical evidence from Iran
SO INTERNATIONAL JOURNAL OF ISLAMIC AND MIDDLE EASTERN FINANCE AND
   MANAGEMENT
LA English
DT Article
DE Iran; Branding; Islamic banking; Attitude; Banking services
ID EXTENSION
AB Purpose - This study aims to integrate consumer-based brand equity for a tourism destination (CBBETD) and the theory of planned behavior (TPB) to examine the relationship between branding and customers' attitudes toward banking services.
   Design/methodology/approach - A ten-minute pen and paper questionnaire was distributed to customers of Iran's Melli Bank in Isfahan as the biggest national bank in Iran through a multistage cluster-sampling approach. Data were collected from 364 customers and analyzed by hierarchical regression approach.
   Findings - Branding constructs including brand image, brand awareness, perceived quality and brand loyalty have a significant relationship with attitude constructs including affective attitude, subjective norm, perceived behavioral control and behavioral intention.
   Originality/value - This paper provides a practical framework derived from the CBBETD model and applies it in the context of banking services. The role and impact of its dimensions on customers' attitudes has been demonstrated.
C1 [Jalilvand, Mohammad Reza] Univ Tehran, Fac New Sci & Technol, Tehran, Iran.
   [Jalilvand, Mohammad Reza] Sina Inst Planning & Econ Res, Tehran, Iran.
   [Shahin, Arash] Univ Isfahan, Fac Adm Sci & Econ, Dept Management, Esfahan, Iran.
   [Vosta, Leila Nasrolahi] Univ Tehran, Fac Social Sci, Tehran, Iran.
RP Jalilvand, MR (reprint author), Univ Tehran, Fac New Sci & Technol, Tehran, Iran.
EM rezajalilvand@ut.ac.ir
RI shahin, Arash/G-2955-2011
OI shahin, Arash/0000-0002-7857-9476
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NR 53
TC 2
Z9 2
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1753-8394
EI 1753-8408
J9 INT J ISLAMIC MIDDLE
JI Int.J. Islamic Middle Eastern Finance Manag.
PY 2014
VL 7
IS 2
BP 214
EP 227
DI 10.1108/IMEFM-05-2011-0018
PG 14
WC Business, Finance; Management
SC Business & Economics
GA V13GL
UT WOS:000214401800007
DA 2020-02-20
ER

PT J
AU Fatima, JK
   Razzaque, MA
AF Fatima, Johra
   Razzaque, Mohammed
TI Service quality and satisfaction in the banking sector
SO INTERNATIONAL JOURNAL OF QUALITY & RELIABILITY MANAGEMENT
LA English
DT Article
DE Satisfaction; Structural equation modeling; Core service quality;
   Rapport; Relational service quality; Tangible service quality
ID CUSTOMER SATISFACTION; COMMITMENT; LOYALTY; MODEL; REASSESSMENT;
   ANTECEDENTS; RETENTION
AB Purpose - The aims of this paper are to examine the antecedent and mediation effects of core, relational and tangible service quality on rapport and customers' overall satisfaction.
   Design/methodology/approach - A survey has been conducted on 212 bank customers to validate the conceptual model. Structural equation modeling is used by AMOS for data analysis.
   Findings - Results show that relational service qualities have significant antecedent and mediation impact on the rapport-satisfaction relationship. Core quality has only antecedent influence on rapport, whereas none of the relationships is found significant in the case of tangible service quality.
   Research limitations/implications - The study has been conducted on one single country and focused on one type of services - banking services. Therefore, future research endeavors may consider different countries as well as a variety of services.
   Practical implications - Providing individual attention to each customer and understanding their specific need are the most important steps required from service employees for building successful rapport with customers. Keeping promises and offering flawless services are also more significant for customers than the tangible features of a bank. Management should consider these issues to develop effective rapport because it has a direct and strong effect on customers' overall satisfaction.
   Originality/value - The paper reveals the importance of relational service quality for developing customer rapport and satisfaction. It also identifies the antecedent role of core service quality for rapport.
C1 [Fatima, Johra] Curtin Univ, Sch Business, Miri, Sarawak, Malaysia.
   [Razzaque, Mohammed] Univ New South Wales, Sch Mkt, Sydney, NSW, Australia.
RP Fatima, JK (reprint author), Curtin Univ, Sch Business, Miri, Sarawak, Malaysia.
RI Razzaque, Mohammed Abdur/Y-8468-2019
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NR 48
TC 13
Z9 14
U1 3
U2 3
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-671X
EI 1758-6682
J9 INT J QUAL RELIAB MA
JI Int. J. Qual. Reliab. Manag.
PY 2014
VL 31
IS 4
BP 367
EP +
DI 10.1108/IJQRM-02-2013-0031
PG 14
WC Management
SC Business & Economics
GA V70RG
UT WOS:000211523100002
DA 2020-02-20
ER

PT J
AU Cirpin, BK
   Sarica, K
AF Cirpin, Birgul Kucuk
   Sarica, Koksal
TI Measurement of service quality in banking industry: A case study from
   Turkey
SO ISTANBUL UNIVERSITY JOURNAL OF THE SCHOOL OF BUSINESS
LA English
DT Article
DE Quality; Service Quality; Customer Satisfaction; Banking Sector;
   Servqual Analysis
AB Today, the objective quality of goods and services as well as their subjective quality perceived by customers are highly important. In the contemporary business world in which competition is fierce, it has become an obligation for firms to supply quality goods and services into the market. One of the main criteria of producing quality goods and services is self-evaluation and quality measurement performed by firms. While quality measurement is relatively easier for goods, it is much more difficult for services.
   In this study, the quality of service provided by a participation bank operating in Turkey will be measured using SERVQUAL Analysis, which is one of the methods used to measure service quality. In this framework, Expected Quality and Perceived Quality will be calculated and analyzed with respect to one another. Then, the findings will be analyzed and the factors affecting the service quality will be discussed.
   Servqual scores were calculated for all of the five dimensions, and the average of these scores yielded the Servqual score of -1.483. These findings demonstrate that 76.5% of customers' expectations had been satisfied. While the Responsiveness factor emerged as the strongest factor (84.8%) in terms of satisfying customers' expectations, the Assurance factor became the weakest (64.9%).
C1 [Cirpin, Birgul Kucuk] Istanbul Univ, Sch Business, Prod Dept, Istanbul, Turkey.
RP Cirpin, BK (reprint author), Istanbul Univ, Sch Business, Prod Dept, Istanbul, Turkey.
EM bkucuk@istanbul.edu.tr; koksalsarica@hotmail.com
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NR 37
TC 1
Z9 1
U1 0
U2 0
PU ISTANBUL UNIV
PI ISTANBUL
PA VETERINER FAKULTESI, ISTANBUL, 00000, TURKEY
J9 ISTANB UNIV J SCH BU
JI Istanb. Univ. J. Sch. Bus.
PY 2014
VL 43
IS 2
BP 205
EP 217
PG 13
WC Business, Finance
SC Business & Economics
GA VA3LB
UT WOS:000409807500001
DA 2020-02-20
ER

PT J
AU Taherparvar, N
   Esmaeilpour, R
   Dostar, M
AF Taherparvar, Nastaran
   Esmaeilpour, Reza
   Dostar, Mohammad
TI Customer knowledge management, innovation capability and business
   performance: a case study of the banking industry
SO JOURNAL OF KNOWLEDGE MANAGEMENT
LA English
DT Article
DE Business performance; Innovation capability; Customer knowledge
   management
ID FIRM PERFORMANCE; MARKET ORIENTATION; QUALITY MANAGEMENT; IMPACT;
   CONSTRUCTION; ANTECEDENTS; PERSPECTIVE; COMPETENCE; ADVANTAGE; FRAMEWORK
AB Purpose - This paper aims to examine the effect of customer knowledge management (CKM) on continuous innovation and firm performance in 35 private banks in Guilan (Iran). CKM emerges as an important and effective system for innovation capability and firm performance. However, the role of CKM in innovation and performance is not well understood.
   Design/methodology/approach - Data have been collected via questionnaires from managers of private banks in Guilan. Feedback was received from 265 managers in 350 distributed questionnaires, and hypotheses were tested using the structural equation modelling.
   Findings - The results of this paper indicate that knowledge from customers has a positive impact on both innovation speed and innovation quality as well as operational and financial performances. Also, our results demonstrate a different effect of knowledge about customer and knowledge for customers on various dimensions of innovation and firm performance. By using customer's knowledge flows, firms will be aware of external environment and new changes in customers' needs and so will be more innovative and perform better.
   Practical implications - CKM is known as an important system to connecting internal environment to external environment to create novel ideas. The results of this paper shed light on the consequences of CKM on firms and provide support for the importance of CKM to enhance innovation capacity and firm performance.
   Originality/value - This article is one of the first to find empirical support for the role of CKM within firms and its importance on innovation capability and firm performance. This study can provide valuable insights and guidance for researchers and managers as well.
C1 [Taherparvar, Nastaran] Univ Guilan, Dept Management, Rasht, Iran.
   [Esmaeilpour, Reza; Dostar, Mohammad] Univ Guilan, Dept Management, Fac Literature & Humanities, Rasht, Iran.
RP Taherparvar, N (reprint author), Univ Guilan, Dept Management, Rasht, Iran.
EM N_taherparvar@yahoo.com
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NR 88
TC 36
Z9 36
U1 5
U2 87
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1367-3270
EI 1758-7484
J9 J KNOWL MANAG
JI J. Knowl. Manag.
PY 2014
VL 18
IS 3
BP 591
EP 610
DI 10.1108/JKM-11-2013-0446
PG 20
WC Information Science & Library Science; Management
SC Information Science & Library Science; Business & Economics
GA AP2TO
UT WOS:000341928100007
DA 2020-02-20
ER

PT J
AU Wang, SW
   Hsu, MK
   Pelton, LE
   Xi, DQ
AF Wang, Stephen W.
   Hsu, Maxwell K.
   Pelton, Lou E.
   Xi, Danqing
TI Virtually Compatible or Risky Business? Investigating Consumers'
   Proclivity Toward Online Banking Services
SO JOURNAL OF MARKETING CHANNELS
LA English
DT Article
DE compatibility; online banking service; perceived risk; Taiwan;
   Technology Acceptance Model
ID TECHNOLOGY ACCEPTANCE MODEL; INTERNET BANKING; PERCEIVED RISK; USER
   ACCEPTANCE; PLANNED BEHAVIOR; SELF-EFFICACY; ADOPTION; TRUST;
   DETERMINANTS; PERCEPTIONS
AB The present research examines online banking services, and it challenges the prevailing assumptions underlying the nomological validity of the Technology Acceptance Model (TAM). Results from 594 Taiwan respondents support a negative relationship between sub-constructs of consumers' risk propensity and ensuing online banking services (OBS) engagement. The most important contribution is the strong empirical support that both consumers' positive impact of perceived ease of use and perceived usefulness are positively related to the adoption of OBS. Furthermore, the results reveal that the assumptive impact of perceived risk construct is negatively associated with OBS adoption. The diminished impact of perceived risk explicitly challenges the predominant underpinnings of the TAM framework. In addition, findings reveal that the perceived risk factor consists of five underlying dimensions: financial risk, performance risk, time risk, psychological risk, and privacy risk.
C1 [Wang, Stephen W.] Natl Taiwan Ocean Univ, Dept Shipping & Transportat Management, 2 Pei Ning Rd, Keelung 20224, Taiwan.
   [Hsu, Maxwell K.] Univ Wisconsin, Coll Business & Econ, Dept Mkt, Whitewater, WI 53190 USA.
   [Pelton, Lou E.] Univ North Texas, Coll Business, Dept Mkt & Logist, Denton, TX 76203 USA.
   [Xi, Danqing] Hainan Univ, Sch Econ & Management, Dept Logist, Haikou, Hainan, Peoples R China.
RP Wang, SW (reprint author), Natl Taiwan Ocean Univ, Dept Shipping & Transportat Management, 2 Pei Ning Rd, Keelung 20224, Taiwan.
EM stephen@mail.ntou.edu.tw
OI Wang, Stephen/0000-0002-6940-5001
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NR 120
TC 2
Z9 2
U1 0
U2 0
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 1046-669X
EI 1540-7039
J9 J MARK CHANNELS
JI J. Mark. Channels
PY 2014
VL 21
IS 1
BP 43
EP 58
DI 10.1080/1046669X.2013.832466
PG 16
WC Business
SC Business & Economics
GA VB5AP
UT WOS:000415523200005
DA 2020-02-20
ER

PT J
AU Garg, R
   Rahman, Z
   Qureshi, MN
AF Garg, Ruchi
   Rahman, Zillur
   Qureshi, M. N.
TI Measuring customer experience in banks: scale development and validation
SO JOURNAL OF MODELLING IN MANAGEMENT
LA English
DT Article
DE Customer experience; Banks; Scale development; Validation
ID SERVICE QUALITY; CONSTRUCT-VALIDITY; BRAND EXPERIENCE; SATISFACTION;
   DIMENSIONS; MODELS; PARADIGM; LOYALTY; CHOICE; IMPACT
AB Purpose - The paper aims to measure customer experience in Indian banks. This study examines the 14 factors of customer experience and identifies their impact on customer satisfaction.
   Design/methodology/approach - In this study, psychometric scale development procedure is followed comprising with the steps of item generation and selection, scale refinement and scale validation. A one-way ANOVA test is applied to identify the relationship between 14 experience factors and demographics of respondents.
   Findings - The findings of the study present a 41-item 14 factor reliable and valid customer experience scale among which "convenience" appears as the most significant among all the factors.
   Research limitations/implications - This study concentrates on a sector-specific scale, whereas a generalized scale that can be applied in other service sectors should be developed. In comparison with previous studies, the results of the current study provide a more absolute coverage and understanding of various touch points used in measuring customer experience in banks.
   Practical implications - By this reliable and valid scale, bank managers can identify the current and expected experiences of the customers and can build up effective strategies for the utmost satisfaction of the customers.
   Originality/value - To the best of the authors' knowledge, this study represents the foremost studies for developing a validated tool to measure the experiences of banks' customers.
C1 [Garg, Ruchi; Rahman, Zillur] Indian Inst Technol, Dept Management, Roorkee, Uttar Pradesh, India.
   [Qureshi, M. N.] Maharaja Sayajirao Univ Baroda, Fac Technol & Engn, Vadodara, India.
RP Garg, R (reprint author), Indian Inst Technol, Dept Management, Roorkee, Uttar Pradesh, India.
RI Rahman, Zillur/J-9339-2014; Qureshi, Mohamed Rafik Noor
   Mohamed/N-1745-2019
OI Rahman, Zillur/0000-0003-2785-0200; Qureshi, Mohamed Rafik Noor
   Mohamed/0000-0002-9508-8724
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NR 124
TC 29
Z9 30
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1746-5664
EI 1746-5672
J9 J MODEL MANAG
JI J. Model. Manag.
PY 2014
VL 9
IS 1
BP 87
EP 117
DI 10.1108/JM2-07-2012-0023
PG 31
WC Management
SC Business & Economics
GA V15SN
UT WOS:000214568400007
DA 2020-02-20
ER

PT J
AU Ricci, O
   Caratelli, M
AF Ricci, Ornella
   Caratelli, Massimo
TI Consumer choice in retail banking: are prices really relevant?
SO JOURNAL OF STRATEGIC MARKETING
LA English
DT Article
DE customer choice criteria; retail banking; financial literacy
AB This paper presents an analysis of the role of pricing conditions with respect to other consumer choice criteria in retail banking. Our sample includes 7146 respondents of the 2010 Bank of Italy Survey on Household Income and Wealth. Using both a univariate analysis and a logit model, results show that interest rates and service charges have increased in importance, especially in the last few years. However, they are still not taken into account as a unique driver of choice, but are generally considered together with other extrinsic attributes of the offering. Finally, customers with a higher level of financial literacy are more likely to rely on technical features such as pricing conditions.
C1 [Ricci, Ornella; Caratelli, Massimo] Univ Roma Tre, Dept Business Studies, Rome, Italy.
RP Ricci, O (reprint author), Univ Roma Tre, Dept Business Studies, Rome, Italy.
EM ornella.ricci@uniroma3.it
RI Ricci, Ornella/I-5371-2019
OI Ricci, Ornella/0000-0001-6853-471X
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NR 31
TC 4
Z9 4
U1 0
U2 0
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 0965-254X
EI 1466-4488
J9 J STRATEG MARK
JI J. Strateg. Mark.
PY 2014
VL 22
IS 3
BP 240
EP 256
DI 10.1080/0965254X.2013.876071
PG 17
WC Business
SC Business & Economics
GA V63XA
UT WOS:000211064900005
DA 2020-02-20
ER

PT J
AU Chahal, H
   Kaur, J
AF Chahal, Hardeep
   Kaur, Jagmeet
TI Development of marketing capabilities scale in banking sector
SO MEASURING BUSINESS EXCELLENCE
LA English
DT Article
DE Marketing capabilities; Outside-in; Inside-out; Spanning capabilities
ID PERFORMANCE; ORIENTATION; IMPACT; CREATION
AB Purpose - The purpose of the study is to develop, measure and empirically validate marketing capabilities (MARKCAPB) scale in banking sector.
   Design/methodology/approach - Data are collected from a branch manager and three next senior managers of 144 branches of 21 public and 7 private banks operating in Jammu city, North India.
   Findings - The study finds that marketing capabilities are of multi-dimensional scale, comprising three dimensions - outside-in, inside-out and spanning. Further, the study results demonstrate that all three dimensions are significantly related to marketing capabilities; with outside-in capabilities to be most strongly associated with marketing capabilities development followed by inside-out and spanning dimensions.
   Research limitations/implications - The study focused on only operational perspective of marketing capabilities to develop a reliable and valid measurement scale. Hence, developing marketing capabilities scale from remaining three perspectives - intellectual capital, marketing mix and competition would prove to be an interesting line of future research. Second, as marketing capabilities scale is developed and tested in banks, that too, in a single city of a country (India), it becomes important to examine whether the same scale can be applied to different sectors and countries. Moreover, future research could be carried on at identifying various antecedents that facilitate the development of marketing capabilities.
   Originality/value - This is the first study of this type that contributes to the development of multi-dimensional scale of marketing capabilities in banking sector in Indian context. The study provides banks' managers with the deeper understanding of how to develop and establish marketing capabilities in an organisation. Besides, it also put light on the significant role of outside-in, inside-out and spanning capabilities that facilitate the managers in enhancing financial performance by focusing on varied sub dimensions such as relationship, regularity, communication (outside-in), Web technology and employee bonding (inside-out), advertising, pricing and product/service skills (spanning).
C1 [Chahal, Hardeep; Kaur, Jagmeet] Univ Jammu, Dept Commerce, Jammu, India.
RP Chahal, H (reprint author), Univ Jammu, Dept Commerce, Jammu, India.
EM chahalhardeep@rediffmail.com
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NR 47
TC 5
Z9 5
U1 0
U2 1
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1368-3047
EI 1758-8057
J9 MEAS BUS EXCELL
JI Meas. Bus. Excell.
PY 2014
VL 18
IS 4
BP 65
EP 85
DI 10.1108/MBE-06-2013-0037
PG 21
WC Business
SC Business & Economics
GA V13QK
UT WOS:000214427700004
DA 2020-02-20
ER

PT J
AU Patwa, LK
   Patwa, KK
AF Patwa, Love Kumar
   Patwa, Kush Kr.
TI An Analytical Study of CRM Practices in Public and Private Sector Banks
   in the State of Uttar Pradesh
SO PACIFIC BUSINESS REVIEW INTERNATIONAL
LA English
DT Article
DE CRM; Private (AXIS & ING VYSYA) & Public (UBI & OBC) Sector Banks; CRM
   factors; Chi-Square test & p-value
AB Present research is an initial attempt at the banking sector level highlighting the relative Customer Relationship Management (CRM) performance & evaluates its collision on customer retention between the Private and Public Banks of Uttar Pradesh. CRM means, edifice an interdependent relationship with the customer in whom each relies on the other for business solutions and successes. It came into the power when banking industry were getting more, more competitive and shield its market share and boost growth. From the Bank's point of view, it is the management process or approach of acquiring, retaining and growing. SPSS Package was applied to compile and analyze the data. Major Factors taken from various researches to analysis their importance and Stratified random sampling technique used for administrating the questionnaire. Results bring out that the Private Banks have been able to implement the CRM practices more effectively. However, a micro analysis reveals that the Public Banks have highest scores in terms of reliability and assurance. The analysis of the results suggests that the banks (whether Public or Private) are equally affected by the kind of CRM initiatives they undertake.
C1 [Patwa, Love Kumar; Patwa, Kush Kr.] MITS Univ, Fac Art Sci & Commerce, Lakshamangarh Sikar, Rajasthan, India.
RP Patwa, LK (reprint author), MITS Univ, Fac Art Sci & Commerce, Lakshamangarh Sikar, Rajasthan, India.
CR Anand S., 2008, J PROFESSIONAL BANKE, P66
   BeckettCamarata EJ, 1998, J BUS RES, V41, P71, DOI 10.1016/S0148-2963(97)00013-1
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   Buttle F., 2009, CUSTOMER RELATIONSHI, P20
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   Pisharodi R, 2003, J RELATIONSHIP MARKE, V2, P3
   Rajgopalan Dr, 2000, E BANKINGTHE INDIAN, P1
   Sheth Jagdish N, 2001, CRM
NR 12
TC 0
Z9 0
U1 0
U2 0
PU PACIFIC INST MANAGEMENT
PI RAJASTHAN
PA PACIFIC HILLS, PRATAP NAGAR EXTENSION, AIR PORT RD, UDAIPUR, RAJASTHAN,
   313 001, INDIA
SN 0974-438X
J9 PAC BUS REV INT
JI Pac. Bus. Rev. Int.
PD JAN
PY 2014
VL 6
IS 7
BP 60
EP 69
PG 10
WC Business
SC Business & Economics
GA V5S4X
UT WOS:000219898200008
DA 2020-02-20
ER

PT J
AU Blignaut, L
   Ungerer, LM
AF Blignaut, Linda
   Ungerer, Leona M.
TI Personality as predictor of customer service centre agent performance in
   the banking industry: An exploratory study
SO SA JOURNAL OF HUMAN RESOURCE MANAGEMENT
LA English
DT Article
ID JOB-PERFORMANCE; 5-FACTOR MODEL
AB Orientation: Since service quality is an important differentiator in the banking industry, it is essential to select suitable customer service centre staff, particularly those who are responsible for handling queries from clients who hold significant lifetime value in this industry.
   Research purpose: The aim of the study was to identify personality traits, as measured by the Occupational Personality Questionnaire 32r (item response theory scored version), including the more parsimonious Big Five personality traits, that may act as job performance predictors for customer service centre (CSC) agents in the banking industry.
   Motivation for the study: This study provides an exploratory investigation of whether specific personality traits differ amongst CSC agents in the banking industry, based on their job performance. No published research in this field could be identified.
   Research design, approach and method: Purposive sampling was used to collect data from the entire CSC agent base of a particular banking group (N = 89). Responses were analysed by means of quantitative techniques.
   Main findings and practical/managerial implications: Results indicate that parsimonious traits of personality, expressed as the Big Five personality traits, predict job performance. The importance of carefully selecting suitable job performance criteria for a specific environment, however, emerged as a critical issue in performance prediction.
   Contribution: The study focuses attention on the importance of CSC agents' performance as frontline staff in the banking industry and identifying valid criteria for selecting the most suitable agents. Providing a one-contact point of service such as a CSC is a fairly new approach in the South African banking industry and this study provides an initial investigation of personality traits that may serve as job performance predictors in this environment.
C1 [Blignaut, Linda; Ungerer, Leona M.] Univ South Africa, Dept Ind & Org Psychol, Pretoria, South Africa.
RP Blignaut, L (reprint author), 73 Cambridge St,Farrarmere, ZA-1501 Benoni, South Africa.
EM lindab@jse.co.za
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NR 48
TC 0
Z9 0
U1 0
U2 0
PU AOSIS
PI CAPE TOWN
PA POSTNET SUITE 55, PRIVATE BAG X22, TYGERVALLEY, CAPE TOWN, 00000, SOUTH
   AFRICA
SN 1683-7584
EI 2071-078X
J9 SA J HUM RESOUR MANA
JI SA J. Hum. Resour. Manag.
PY 2014
VL 12
IS 1
DI 10.4102/sajhrm.v12i1.607
PG 16
WC Management
SC Business & Economics
GA V1O2B
UT WOS:000217082800018
OA DOAJ Gold, Green Published
DA 2020-02-20
ER

PT J
AU Savic, M
   Djordjevic, P
   Nikolic, D
   Mihajlovic, I
   Zivkovic, Z
AF Savic, Marija
   Djordjevic, Predrag
   Nikolic, Djordje
   Mihajlovic, Ivan
   Zivkovic, Zivan
TI MODELING THE INFLUENCE OF EFQM CRITERIA ON EMPLOYEES SATISFACTION AND
   LOYALTY IN TRANSITION ECONOMY: THE STUDY OF BANKING SECTOR IN SERBIA
SO SERBIAN JOURNAL OF MANAGEMENT
LA English
DT Article
DE EFQM model; criteria; banks; satisfaction of employees; loyalty of
   employees; LISREL
AB The paper presents the results of empirical research on the effects of some criteria of the EFQM excellence model on satisfaction and loyalty of the employees in the banking sector in Serbia. All but one of the hypotheses in the defined model were proven by statistical evaluation of empirical results. The one which could not be proven is the hypothesis of a positive impact of the organization's relationship toward security and society on the business result, which makes specificity of transitional economic conditions in which the studied banking sector operates. Statistical analysis was performed using V. 16 LISREL software package where statistical significances of the studied set were defined together with b and t values of the defined paths in the defined model. Researches have shown that criteria of EFQM excellence model can be used to develop and improve the functioning of the banking system in Serbia and develop the TQM practice.
C1 [Savic, Marija; Djordjevic, Predrag; Nikolic, Djordje; Mihajlovic, Ivan; Zivkovic, Zivan] Univ Belgrade, Tech Fac Bor, Vojske Jugoslavije 12, Bor, Serbia.
RP Savic, M (reprint author), Univ Belgrade, Tech Fac Bor, Vojske Jugoslavije 12, Bor, Serbia.
EM msavic@tf.bor.ac.rs
OI Nikolic, Djordje/0000-0002-9420-3612; Mihajlovic,
   Ivan/0000-0002-9489-8207; Djordjevic, Predrag/0000-0002-8210-174X; Panic
   (ex Savic), Marija/0000-0001-7287-758X
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NR 32
TC 7
Z9 8
U1 0
U2 0
PU UNIV BELGRADE, TECHNICAL FACULTY AT BOR
PI BOR
PA VOJSKE JUGOSLAVIJE 12, BOR, 19210, SERBIA
SN 1452-4864
J9 SERB J MANAG
JI Serb. J. Manag.
PY 2014
VL 9
IS 1
BP 15
EP 30
DI 10.5937/sjm9-4972
PG 16
WC Management
SC Business & Economics
GA VF7CN
UT WOS:000443464500001
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Panda, RK
   Kondasani, RKR
AF Panda, Rajeev Kumar
   Kondasani, Rama Koteswara Rao
TI ASSESSING CUSTOMERS' PERCEIVED SERVICE QUALITY IN PRIVATE SECTOR BANKS
   IN INDIA
SO SERBIAN JOURNAL OF MANAGEMENT
LA English
DT Article
DE Customer service; SERVQUAL; Private sector banks; RIDIT
ID CONSUMER PERCEPTIONS; SATISFACTION; FINANCE; GROWTH; SCALE
AB This paper aims at constructing a measure of service quality for Indian private sector banks. The SERVQUAL model was used. In total 28 variables were considered to find their relative importance from customers' point of view. Factor analysis was used to reduce redundant variables and finally four dimensions were identified that are the dependability with facility, guarantee, security with value added services and compassion with cordialness. Then RIDIT test was done to identify the prioritization pattern that customers assign to different variables. The result shows that customers believe that bank's effort in instill confidence in customers, the bank's concern for customers' best interest and safety standards in transactions are vital factors for improving customer satisfaction.
C1 [Panda, Rajeev Kumar; Kondasani, Rama Koteswara Rao] Natl Inst Technol, Sch Management, Rourkela 769008, India.
RP Panda, RK (reprint author), Natl Inst Technol, Sch Management, Rourkela 769008, India.
EM panda.rajeevkumar@gmail.com
RI Kondasani, Rama Koteswara Rao/P-8867-2019
CR Abdullah, 2012, SERB J MANAG, V7, P89, DOI 10.5937/sjm1201089A
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NR 42
TC 2
Z9 2
U1 0
U2 0
PU UNIV BELGRADE, TECHNICAL FACULTY AT BOR
PI BOR
PA VOJSKE JUGOSLAVIJE 12, BOR, 19210, SERBIA
SN 1452-4864
J9 SERB J MANAG
JI Serb. J. Manag.
PY 2014
VL 9
IS 1
BP 91
EP 103
DI 10.5937/sjm9-4511
PG 13
WC Management
SC Business & Economics
GA VF7CN
UT WOS:000443464500006
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Tomovska-Misoska, A
   Stefanovska-Petkovska, M
   Ralev, M
   Krliu-Handjiski, V
AF Tomovska-Misoska, Ana
   Stefanovska-Petkovska, Miodraga
   Ralev, Misko
   Krliu-Handjiski, Venera
TI WORKSPACE AS A FACTOR OF JOB SATISFACTION IN THE BANKING AND ICT
   INDUSTRIES IN MACEDONIA
SO SERBIAN JOURNAL OF MANAGEMENT
LA English
DT Article
DE workspace satisfaction; job satisfaction; workspace design; IT industry;
   banking industry; Republic of Macedonia
AB Job satisfaction has always been an interesting topic among the business community. One important aspect that gains more and more prominence is the relationship between physical aspects of the workspace and experienced level of job satisfaction. Although there is numerous research exploiting the link between workspace and job satisfaction in European and worldwide companies there is a lack of such research in the Republic of Macedonia and the Balkan region. Therefore the objective of this study is to investigate the relation between physical workspace environment, workspace satisfaction and employees' job satisfaction in the banking and ICT sector in the Republic of Macedonia. The study is quantitative using a questionnaire as a main research instrument implemented among 250 employees. The analysis is concentrated on uncovering the impact of various aspects of the workspace design and personalization of the workspace on workplace satisfaction and through that on job satisfaction. The results confirm that workspace satisfaction and job satisfaction depend on various elements of workspace design. Therefore significant attention should be paid to employees' perception of the workspace and the design of various aspects of the workspaces.
C1 [Tomovska-Misoska, Ana; Stefanovska-Petkovska, Miodraga; Ralev, Misko; Krliu-Handjiski, Venera] Univ Amer Coll Skopje, Treta Makedonska Brigada 60, Skopje 1000, Macedonia.
RP Tomovska-Misoska, A (reprint author), Univ Amer Coll Skopje, Treta Makedonska Brigada 60, Skopje 1000, Macedonia.
EM tomovska@uacs.edu.mk
RI Petkovska, Miodraga Stefanovska -/O-6937-2017; Misoska, Ana
   Tomovska/AAG-7847-2019
OI Petkovska, Miodraga Stefanovska -/0000-0002-2253-9387; Misoska, Ana
   Tomovska/0000-0003-2018-1606
CR Aaras A, 2001, APPL ERGON, V32, P559, DOI 10.1016/S0003-6870(01)00030-8
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   Wolfeld L. R., 2010, COLONIAL ACAD ALLIAN, V1
NR 32
TC 4
Z9 4
U1 0
U2 0
PU UNIV BELGRADE, TECHNICAL FACULTY AT BOR
PI BOR
PA VOJSKE JUGOSLAVIJE 12, BOR, 19210, SERBIA
SN 1452-4864
J9 SERB J MANAG
JI Serb. J. Manag.
PY 2014
VL 9
IS 2
BP 159
EP 171
DI 10.5937/sjm9-6347
PG 13
WC Management
SC Business & Economics
GA VF7CU
UT WOS:000443466100003
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Schechtman, R
AF Schechtman, Ricardo
TI Default matrices: A complete measurement of banks' consumer credit
   delinquency
SO JOURNAL OF FINANCIAL STABILITY
LA English
DT Article
DE Default severities; Transition matrices; Mobility metrics; Banks
ID DOUBTFUL ACCOUNTS; MIGRATION; PROBABILITIES
AB Despite the manifold utilities of monitoring credit default rates, little attention is usually devoted to the underlying default definition. This paper proposes working simultaneously with different default severities, related to several past-due ranges, by means of transition matrices (to be named default matrices). In this way, default, as well as recovery, is depicted in a multidimensional flow, with the purpose of avoiding missing relevant information. The challenge lies on performing comparisons between default matrices, for which new metrics are proposed. In this paper, default matrices are built to measure consumer credit delinquency at four large Brazilian banks, allowing a detailed comparison of their credit migration experiences. The study is also able to draw relevant information from comparisons between estimations techniques (discrete and survival approaches) and between default criteria. (C) 2013 Published by Elsevier B.V.
RP Schechtman, R (reprint author), Av Presidente Vargas 730,14th Floor, BR-20071900 Rio De Janeiro, Brazil.
EM ricardo.schechtman@bcb.gov.br
CR Banco Central do Brasil, 1999, JUR SPREAD BANC BRAS
   Bangia A, 2002, J BANK FINANC, V26, P445, DOI 10.1016/S0378-4266(01)00229-1
   Basel Committee on Banking Supervision, 2004, INT CONV CAP MEAS CA
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NR 18
TC 0
Z9 0
U1 0
U2 13
PU ELSEVIER SCIENCE INC
PI NEW YORK
PA STE 800, 230 PARK AVE, NEW YORK, NY 10169 USA
SN 1572-3089
EI 1878-0962
J9 J FINANC STABIL
JI J. Financ. Stab.
PD DEC
PY 2013
VL 9
IS 4
BP 460
EP 474
DI 10.1016/j.jfs.2013.07.001
PG 15
WC Business, Finance; Economics
SC Business & Economics
GA 267EC
UT WOS:000328078500002
DA 2020-02-20
ER

PT J
AU Eskelinen, J
   Kuosmanen, T
AF Eskelinen, Juha
   Kuosmanen, Timo
TI Intertemporal efficiency analysis of sales teams of a bank: Stochastic
   semi-nonparametric approach
SO JOURNAL OF BANKING & FINANCE
LA English
DT Article; Proceedings Paper
CT Conference of the International-Finance-and-Banking-Society (IFABS)
CY JUN 18-20, 2012
CL Valencia, SPAIN
DE Bank branch management; Frontier estimation; Managerial efficiency;
   Organizational learning; Productive efficiency analysis
ID DATA ENVELOPMENT ANALYSIS; FRONTIER MODELS; TECHNICAL EFFICIENCY;
   MALMQUIST INDEXES; PANEL-DATA; PRODUCTIVITY; PERFORMANCE; CONVEX;
   MARKET; US
AB The primary role of a bank branch is evolving from a service provider towards a sales channel. Previous branch-level studies of sales efficiency consider a static setting of a single time period, ignoring the stochastic nature of sales outcomes. In this paper, we examine efficiency and performance of sales teams in a bank branch network over time, taking into account the changing demand and operational conditions, as well as random disturbances. The intertemporal sales frontier is estimated from the panel of monthly data over the years 2007-2010 using the stochastic semi-nonparametric envelopment of data (StoNED) method. The efficiency scores of sales teams and the trajectories of performance over time allow managers and the sales force to learn from past events and to develop the managerial and work practices across the network. While this study focuses on the case of a specific bank, some of the innovative features of our approach are applicable to sales efficiency assessment in other banks and financial institutions, as well as other network-based sales organizations. (C) 2013 Elsevier B.V. All rights reserved.
C1 [Eskelinen, Juha; Kuosmanen, Timo] Aalto Univ, Sch Business, Helsinki 00076, Finland.
RP Kuosmanen, T (reprint author), Aalto Univ, Sch Business, Runeberginkatu 22-24,POB 21220, Helsinki 00076, Finland.
EM timo.kuosmanen@aalto.fi
OI Kuosmanen, Timo/0000-0001-9232-5387
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NR 63
TC 11
Z9 11
U1 1
U2 44
PU ELSEVIER
PI AMSTERDAM
PA RADARWEG 29, 1043 NX AMSTERDAM, NETHERLANDS
SN 0378-4266
EI 1872-6372
J9 J BANK FINANC
JI J. Bank Financ.
PD DEC
PY 2013
VL 37
IS 12
SI SI
BP 5163
EP 5175
DI 10.1016/j.jbankfin.2013.03.010
PG 13
WC Business, Finance; Economics
SC Business & Economics
GA 261RV
UT WOS:000327683200037
DA 2020-02-20
ER

PT J
AU Momparler, A
   Lassala, C
   Ribeiro, D
AF Momparler, Alexandre
   Lassala, Carlos
   Ribeiro, Domingo
TI Efficiency in banking services: a comparative analysis of
   Internet-primary and branching banks in the US
SO SERVICE BUSINESS
LA English
DT Article
DE Online banking; Internet-primary banking; Banking efficiency; Data
   Envelopment Analysis
ID EMPIRICAL-ANALYSIS; INNOVATION; SCALE; EXPLOITATION; DEREGULATION;
   SENSITIVITY; EXPLORATION; PERFORMANCE; KNOWLEDGE; MODELS
AB This paper investigates the provision of financial services by banks as a two-stage production process involving three different basic activities. The first stage includes service activities, while the second stage comprises both investment-related and risk management activities. Financial services performance is assessed in terms of service efficiency and investment and risk management efficiency for years 2002-2010. The major empirical findings are that the Internet-primary bank is more efficient than most branching banks in deposit-raising activities, but with regard to investment and risk management activities, there are many brick-and-mortar banks that match the online bank performance.
C1 [Momparler, Alexandre; Lassala, Carlos] Univ Valencia, Dept Corp Finance, Valencia 46022, Spain.
   [Ribeiro, Domingo] Univ Valencia, Dept Business Management, Valencia 46022, Spain.
RP Momparler, A (reprint author), Univ Valencia, Dept Corp Finance, Avda Tarongers S-N, Valencia 46022, Spain.
EM alexandre.momparler@uv.es
RI Ribeiro-Soriano, Domingo R/G-5798-2015
OI Ribeiro-Soriano, Domingo R/0000-0003-3222-9101
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NR 42
TC 6
Z9 6
U1 2
U2 47
PU SPRINGER HEIDELBERG
PI HEIDELBERG
PA TIERGARTENSTRASSE 17, D-69121 HEIDELBERG, GERMANY
SN 1862-8516
EI 1862-8508
J9 SERV BUS
JI Serv. Bus.
PD DEC
PY 2013
VL 7
IS 4
BP 641
EP 663
DI 10.1007/s11628-012-0179-1
PG 23
WC Business; Management
SC Business & Economics
GA 248NI
UT WOS:000326706700008
DA 2020-02-20
ER

PT J
AU George, A
   Kumar, GSG
AF George, Ajimon
   Kumar, G. S. Gireesh
TI Antecedents of Customer Satisfaction In Internet Banking: Technology
   Acceptance Model (TAM) Redefined
SO GLOBAL BUSINESS REVIEW
LA English
DT Article
DE Perceived Ease of Use; Perceived Risk; Perceived Usefulness; Public Key
   Infrastructure; Technology Acceptance Model
AB In the banking sector, various electronic delivery channels are increasingly used for delivering products and services for the convenience of customers at low cost. Internet banking (IB) is one among them. IB is a product of e-commerce in the field of banking and financial services. The present study has been carried out to use the Technology Acceptance Model (TAM) from the Information Technology (IT) literature to investigate the effect of TAM variables on customer satisfaction in the internet-banking context. The model was constructed by incorporating Perceived Risk (PR) to the twin traditional TAM constructs, Perceived Ease of Use (PEOU) and Perceived Usefulness (PU). The model has been empirically validated using 406 IB users selected from the state of Kerala, India. It is found that the constructs PEOU and PU have positive effect on customer satisfaction and PR has negative effect on customer satisfaction. A profile analysis of the respondents revealed that young males, well-educated employees with a moderately high level of monthly income are the major users of IB in Kerala.
C1 [George, Ajimon] Marian Coll, Kuttikkanam 685531, Kerala, India.
   [Kumar, G. S. Gireesh] Nirmala Coll, Muvattupuzha 685531, Kerala, India.
RP George, A (reprint author), Marian Coll, Kuttikkanam 685531, Kerala, India.
EM georgeajimon@rediffmail.com; gireeshkartha@yahoo.com
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NR 52
TC 16
Z9 16
U1 1
U2 2
PU SAGE PUBLICATIONS LTD
PI LONDON
PA 1 OLIVERS YARD, 55 CITY ROAD, LONDON EC1Y 1SP, ENGLAND
SN 0972-1509
EI 0973-0664
J9 GLOB BUS REV
JI Glob. Bus. Rev.
PD DEC
PY 2013
VL 14
IS 4
BP 627
EP 638
DI 10.1177/0972150913501602
PG 12
WC Business
SC Business & Economics
GA VB3SX
UT WOS:000415434800004
DA 2020-02-20
ER

PT J
AU Gill, HS
   Arora, S
AF Gill, Harinder Singh
   Arora, Saurabh
TI Study of Customer Satisfaction: A Comparison of Public and Private Banks
SO PACIFIC BUSINESS REVIEW INTERNATIONAL
LA English
DT Article
DE Customer Satisfaction; Public Banks; Private Banks
AB The present study is a modest attempt to understand the factors influencing customer satisfaction in both private and public banks in India confining the research to people of Punjab. Further, the attempt has been made to compare the factors influencing satisfaction level of customer's of public and private banks. The objective of study is to get an insight view of factors affecting customer's satisfaction level which he thrives or want to thrive from his Bank. The modern day customer in India is a young, energetic and techno savvy. So the driving force behind this study was to derive out factors that are important for today's customer satisfaction. The results of this research will be helpful to banking sector, in order to devise a better strategy to satisfy their existing customers and also to develop new schemes and promotions by understanding the demands and requirements of probable customers in the market. The analysis revealed that public sector banks though bit behind in technology compare to private banks have more customer faith in their style of banking. Private Banks on the other hand satisfies customers by giving better technology and more options of investments.
C1 [Gill, Harinder Singh] Amritsar Coll Engn & Technol, Deptt Mgt Studies & Com Applicat, Amritsar, Punjab, India.
   [Arora, Saurabh] Punjab & Sind Bank Zonal Off, Amritsar, Punjab, India.
RP Gill, HS (reprint author), Amritsar Coll Engn & Technol, Deptt Mgt Studies & Com Applicat, Amritsar, Punjab, India.
CR Bedi M., 2010, J SERVICES RES, V10, P157
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NR 9
TC 0
Z9 0
U1 0
U2 0
PU PACIFIC INST MANAGEMENT
PI RAJASTHAN
PA PACIFIC HILLS, PRATAP NAGAR EXTENSION, AIR PORT RD, UDAIPUR, RAJASTHAN,
   313 001, INDIA
SN 0974-438X
J9 PAC BUS REV INT
JI Pac. Bus. Rev. Int.
PD DEC
PY 2013
VL 6
IS 6
BP 74
EP 79
PG 6
WC Business
SC Business & Economics
GA V5S4F
UT WOS:000219896400009
DA 2020-02-20
ER

PT J
AU Lennerfors, TT
AF Lennerfors, Thomas Taro
TI Organizational diaspora: The aftermath of the Saleninvest bankruptcy
SO CULTURE AND ORGANIZATION
LA English
DT Article
DE bankruptcy; diaspora; recovery; roots; routes; shipping
ID IDENTITY WORK; FAILURE; DECLINE
AB In this paper, I argue that the concept of diaspora, meaning the mass and usually involuntary migration of people from their homeland, which is widely used in disciplines such as anthropology, can contribute to organization studies both theoretically and empirically. Theoretically, the concept of diaspora urges scholars to study the identifications with roots, routes and the new home, the emotional relation the people in the diaspora have to these roots and routes, and the exchanges within the diaspora. This contributes to understanding organizational identity. Empirically, the concept of diaspora brings up issues of remembering and recovery of the homeland, but connotations can also be positive. I focus on diaspora in the aftermath of bankruptcies by drawing on a case study of Swedish shipping firm Saleninvest's bankruptcy in 1984. I will describe the Saleninvest diaspora that both remembered and reconstructed Saleninvest, and whose members did not feel at home in their new workplaces.
C1 Uppsala Univ, Dept Engn Sci, Uppsala, Sweden.
RP Lennerfors, TT (reprint author), Uppsala Univ, Dept Engn Sci, Uppsala, Sweden.
EM lennerfors@gmail.com
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NR 43
TC 3
Z9 3
U1 0
U2 3
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 1475-9551
EI 1477-2760
J9 CULT ORGAN
JI Cult. Organ.
PD DEC 1
PY 2013
VL 19
IS 5
SI SI
BP 430
EP 450
DI 10.1080/14759551.2013.824447
PG 21
WC Management
SC Business & Economics
GA 238PH
UT WOS:000325959400005
DA 2020-02-20
ER

PT J
AU Chen, SH
AF Chen, Shun-Hsing
TI Devising appropriate service strategies for customers of different
   value: an integrated assessment model for the banking industry
SO INTERNATIONAL JOURNAL OF HUMAN RESOURCE MANAGEMENT
LA English
DT Article
DE customer pyramid; customer relationship management; performance control
   matrix; service strategy
ID RELATIONSHIP MANAGEMENT; PERFORMANCE-EVALUATION; ADOPTION; IMPACT
AB Customer relationship management seeks to nurture relationships with customers by providing appropriate services for particular customers. Previous studies in this area have tended to examine either: (i) the improvement of service quality or (ii) the identification of customers who will bring the most value (and thus greatest profit). Few studies have attempted to integrate the two aspects of the problem. The present study addresses this deficiency by proposing a comprehensive assessment model that integrates a novel categorization of customers (using a customer pyramid) with a detailed analysis of particular service-quality attributes (using a performance control matrix) to provide more accurate guidance for practitioners in designing specific service-improvement strategies for particular quality attributes and particular customer categories. This integrated assessment model promises to be of particular benefit to service providers whose business resources are limited because it facilitates the design of appropriate service-improvement strategies that are tailored to specific customer groups and the service-quality attributes that are of importance to them.
C1 Yu Da Univ, Dept Mkt & Logist Management, Taipei, Taiwan.
RP Chen, SH (reprint author), Yu Da Univ, Dept Mkt & Logist Management, Taipei, Taiwan.
EM chen88@ydu.edu.tw
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NR 48
TC 35
Z9 38
U1 0
U2 25
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 0958-5192
EI 1466-4399
J9 INT J HUM RESOUR MAN
JI Int. J. Hum. Resour. Manag.
PD DEC 1
PY 2013
VL 24
IS 21
BP 3939
EP 3956
DI 10.1080/09585192.2011.610935
PG 18
WC Management
SC Business & Economics
GA 243IC
UT WOS:000326309100001
DA 2020-02-20
ER

PT J
AU Smeureanu, I
   Ruxanda, G
   Badea, LM
AF Smeureanu, Ion
   Ruxanda, Gheorghe
   Badea, Laura Maria
TI CUSTOMER SEGMENTATION IN PRIVATE BANKING SECTOR USING MACHINE LEARNING
   TECHNIQUES
SO JOURNAL OF BUSINESS ECONOMICS AND MANAGEMENT
LA English
DT Article
DE machine learning; neural networks; support vector machines; customer
   segmentation; private banking
AB Machine learning techniques have proven good performance in classification matters of all kinds: medical diagnosis, character recognition, credit default and fraud prediction, and also foreign exchange market prognosis. Customer segmentation in private banking sector is an important step for profitable business development, enabling financial institutions to address their products and services to homogeneous classes of customers. This paper approaches two of the most popular machine learning techniques, Neural Networks and Support Vector Machines, and describes how each of these perform in a segmentation process.
C1 [Smeureanu, Ion; Ruxanda, Gheorghe; Badea, Laura Maria] Bucharest Univ Econ Studies, Fac Cybernet Stat & Econ Informat, Bucharest 010374, Romania.
RP Badea, LM (reprint author), Bucharest Univ Econ Studies, Fac Cybernet Stat & Econ Informat, 6 Piata Romana,1st Dist, Bucharest 010374, Romania.
EM smeurean@ase.ro; gheorghe.ruxanda@csie.ase.ro;
   laura.maria.badea@gmail.com
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NR 23
TC 0
Z9 0
U1 0
U2 33
PU VILNIUS GEDIMINAS TECH UNIV
PI VILNIUS
PA SAULETEKIO AL 11, VILNIUS, LT-10223, LITHUANIA
SN 1611-1699
EI 2029-4433
J9 J BUS ECON MANAG
JI J. Bus. Econ. Manag.
PD NOV
PY 2013
VL 14
IS 5
BP 923
EP 939
DI 10.3846/16111699.2012.749807
PG 17
WC Business; Economics
SC Business & Economics
GA 250JU
UT WOS:000326849900007
OA Bronze, Other Gold
DA 2020-02-20
ER

PT J
AU Vera, J
   Trujillo, A
AF Vera, Jorge
   Trujillo, Andrea
TI Service quality dimensions and superior customer perceived value in
   retail banks: An empirical study on Mexican consumers
SO JOURNAL OF RETAILING AND CONSUMER SERVICES
LA English
DT Article
DE Service quality; Service performance; Superior customer perceived value;
   Retail bank; Customer satisfaction; Brand loyalty
ID SATISFACTION; LOYALTY; MODEL; PERCEPTIONS
AB This study concerns the service quality topic in the retail bank sector. A sample of 209 retail bank clients was taken, measuring the performance of service quality attributes of their principle retail bank. Behavioral performance variables such as satisfaction, loyalty and customer perceived value were also measured. In a factor analyses the attributes were separated into three factors. These three independent factors explain a considerable amount of variability of a satisfactionloyalty factor. On the other hand, they could not explain the superior perceived value; and no differences between the service quality performances of the bank brands were found. In conclusion, regardless of the degree of satisfaction and loyalty, the customer is not willing to pay more for banking services at his regular bank than he would at other brands. This implies that superior perceived value is not being achieved via service quality, which suggests a lack of differentiation between brands in this sector. (C) 2013 Elsevier Ltd. All rights reserved.
C1 [Vera, Jorge] Tecnol Monterrey, Business Sch, Mkt Dept, Mexico City Campus,Calle Puente 222, Tlalpan 14380, DF, Mexico.
   [Trujillo, Andrea] Tecnol Monterrey, Business Sch, Mkt Dept, Mexico City 01389, DF, Mexico.
RP Vera, J (reprint author), Tecnol Monterrey, Business Sch, Mkt Dept, Mexico City Campus,Calle Puente 222, Tlalpan 14380, DF, Mexico.
EM jorge.vera@itesm.mx; trujillo@itesm.mx
RI Vera, Jorge/O-8132-2016
OI Vera, Jorge/0000-0002-5090-7829
FU Quebec University, Canada
FX The authors would like to express their sincere thanks to Dr. Frank
   Pons, full-time professor of marketing at Quebec University, Canada, for
   his support granted to the present research endeavor. Dr. Pons
   facilitated the original research questionnaire in English, which was
   adapted to Spanish for this research. We would also like to thank the
   Business School, in particular the Marketing and Management Department,
   of the Tecnologico de Monterrey, Mexico City Campus, for their valuable
   collaboration in making this work possible.
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NR 43
TC 30
Z9 30
U1 0
U2 0
PU ELSEVIER SCI LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, OXON, ENGLAND
SN 0969-6989
EI 1873-1384
J9 J RETAIL CONSUM SERV
JI J. Retail. Consum. Serv.
PD NOV
PY 2013
VL 20
IS 6
BP 579
EP 586
DI 10.1016/j.jretconser.2013.06.005
PG 8
WC Business
SC Business & Economics
GA V05SN
UT WOS:000213892400008
DA 2020-02-20
ER

PT J
AU Kaura, V
AF Kaura, Vinita
TI Service Marketing Mix with Special Reference to Indian Banking
SO PACIFIC BUSINESS REVIEW INTERNATIONAL
LA English
DT Article
DE Bank Marketing; Service Marketing Mix; India
AB Bank marketing deals with providing services to satisfy customers' financial needs and wants. To satisfy these financial needs, customers want specific services. Service marketing mix plays an important role in bank marketing. It consists of the various elements of a marketing programme which need to be considered in order to successfully implement the marketing strategy and positioning in the markets. This paper discusses elements of service marketing mix; product, price, place, promotion, people, process and physical evidence in Indian banking and explores that price fairness and transparency, distributing banking services in convenient way, behavior of employees, customers' education, tangibility and process through technology play important role in differentiating banking services from its competitors.
C1 [Kaura, Vinita] Fac Management Studies Deemed Univ, Mody Inst Technol & Sci, Sikar, Rajasthan, India.
RP Kaura, V (reprint author), Fac Management Studies Deemed Univ, Mody Inst Technol & Sci, Sikar, Rajasthan, India.
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NR 29
TC 0
Z9 0
U1 0
U2 0
PU PACIFIC INST MANAGEMENT
PI RAJASTHAN
PA PACIFIC HILLS, PRATAP NAGAR EXTENSION, AIR PORT RD, UDAIPUR, RAJASTHAN,
   313 001, INDIA
SN 0974-438X
J9 PAC BUS REV INT
JI Pac. Bus. Rev. Int.
PD NOV
PY 2013
VL 6
IS 5
BP 53
EP 57
PG 5
WC Business
SC Business & Economics
GA V5R8L
UT WOS:000219881400009
DA 2020-02-20
ER

PT J
AU de Haan, L
   van den Endde, JW
AF de Haan, Leo
   van den Endde, Jan Willem
TI Banks' responses to funding liquidity shocks: Lending adjustment,
   liquidity hoarding and fire sales
SO JOURNAL OF INTERNATIONAL FINANCIAL MARKETS INSTITUTIONS & MONEY
LA English
DT Article
DE Banks; Funding; Liquidity; Banking crisis
ID RISK; BEHAVIOR; CRISIS; MARKET
AB The crisis of 2007-2009 has shown that financial market turbulence can lead to huge funding liquidity problems for banks. This paper provides empirical evidence on banks' responses to market funding shocks, using data of seventeen of the largest Dutch banks over the period January 2004-April 2010. The dynamic interrelations among instruments of bank liquidity management are modelled in a panel Vector Autoregressive (p-VAR) framework. Orthogonalized impulse responses reveal that banks respond to a negative funding liquidity shock in a number of ways. First, banks reduce lending, especially wholesale lending. Second, banks hoard liquidity in the form of liquid bonds and central bank reserves. Third, banks conduct fire sales of securities, especially equity. Fourth, fire sales are triggered by liquidity constraints rather than by solvency constraints. Finally, there is some causality running from fire sales of equity to wholesale lending and liquidity hoarding. (C) 2013 Elsevier B. V. All rights reserved.
C1 [de Haan, Leo; van den Endde, Jan Willem] Nederlandsche Bank, Econ & Res Div, NL-1000 AB Amsterdam, Netherlands.
RP de Haan, L (reprint author), Nederlandsche Bank, Econ & Res Div, POB 98, NL-1000 AB Amsterdam, Netherlands.
EM l.de.haan@dnb.nl; w.a.van.den.end@dnb.nl
OI van den End, W.A./0000-0003-3580-5127
CR Acharya V.V., 2012, REV FINANCE IN PRESS
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NR 39
TC 14
Z9 14
U1 0
U2 27
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 1042-4431
J9 J INT FINANC MARK I
JI J. Int. Financ. Mark. Inst. Money
PD OCT
PY 2013
VL 26
BP 152
EP 174
DI 10.1016/j.intfin.2013.05.004
PG 23
WC Business, Finance; Economics
SC Business & Economics
GA 219XF
UT WOS:000324544300009
DA 2020-02-20
ER

PT J
AU Garg, A
AF Garg, Arunesh
TI SERVICE RECOVERY PARADOX IN INDIAN BANKING INDUSTRY An Empirical
   Investigation
SO SOUTH EAST ASIAN JOURNAL OF MANAGEMENT
LA English
DT Article
DE Banking; service failure; customer satisfaction; recommendation
   intention; service recovery; recovery paradox
AB The present study examines existence of service recovery paradox in Indian banking industry. The study is taken up in the tri-city of Chandigarh, Panchkula and Mohali. The respondents are categorized into failure and no-failure groups on the basis of their service experience. Failure group constitutes those respondents who have experienced service recovery, and has been further divided into five sub-groups ranging from service recovery++ (service recovery better than expected) to service recovery-(service recovery worse than expected). Service recovery paradox is examined by comparing service recovery++ group with no-failure group. The study shows evidence for existence of service recovery paradox in relation to satisfaction. It has been concluded that for service recovery paradox to exist, recovery effort has to be exceptionally good and much better than expectation level of the customer. The study suggests that service managers should take service failure as an opportunity to appease customers by providing a much better than expected recovery experience. However, organizations should not plan to create service failure situations because if they falter on imparting the recovery, customer satisfaction may be influenced negatively.
C1 [Garg, Arunesh] Gian Jyoti Inst Management Technol, Chandigarh, India.
RP Garg, A (reprint author), Gian Jyoti Inst Management Technol, Chandigarh, India.
EM aruneshgarg@gmail.com
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NR 34
TC 1
Z9 1
U1 0
U2 0
PU UNIV INDONESIA
PI DEPOK
PA DIRECTORATE RESEARCH & PUBLIC SERV, UI CAMPUS, KAMOUS UNIV INDONESIA,
   DEPOK, 16424, INDONESIA
SN 1978-1989
EI 2355-6641
J9 SOUTH EAST ASIAN J M
JI South East Asian J. Manag.
PD OCT
PY 2013
VL 7
IS 2
BP 23
EP 38
PG 16
WC Management
SC Business & Economics
GA V1T7Q
UT WOS:000217227300002
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Howarth, D
   Quaglia, L
AF Howarth, David
   Quaglia, Lucia
TI Banking Union as Holy Grail: Rebuilding the Single Market in Financial
   Services, Stabilizing Europe's Banks and 'Completing' Economic and
   Monetary Union
SO JCMS-JOURNAL OF COMMON MARKET STUDIES
LA English
DT Article
C1 [Howarth, David] Univ Luxembourg, Luxembourg, Luxembourg.
   [Quaglia, Lucia] Univ York, York YO10 5DD, N Yorkshire, England.
RP Howarth, D (reprint author), Univ Luxembourg, Luxembourg, Luxembourg.
OI Quaglia, Lucia/0000-0001-8816-0583
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   Comporti C., 2012, SIGHTLINES EUROPEAN
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   Elliott D. J., 2012, 52 BROOK I
   European Central Bank (ECB), 2011, STAND US CENTR COUNT
   European Central Bank (ECB), 2012, CON201299 ECB
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NR 41
TC 65
Z9 65
U1 0
U2 23
PU WILEY-BLACKWELL
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 0021-9886
J9 JCMS-J COMMON MARK S
JI JCMS-J. Common Mark. Stud.
PD SEP
PY 2013
VL 51
SU 1
SI SI
BP 103
EP 123
DI 10.1111/jcms.12054
PG 21
WC Economics; International Relations; Political Science
SC Business & Economics; International Relations; Government & Law
GA 199HA
UT WOS:000322984000011
DA 2020-02-20
ER

PT J
AU Ramcharan, R
   Crowe, C
AF Ramcharan, Rodney
   Crowe, Christopher
TI The Impact of House Prices on Consumer Credit: Evidence from an Internet
   Bank
SO JOURNAL OF MONEY CREDIT AND BANKING
LA English
DT Article
DE consumer credit; banking; house prices
ID MONETARY-POLICY; FINANCIAL ACCELERATOR; LIQUIDITY CONSTRAINTS; PERSONAL
   BANKRUPTCY; NET WORTH; CONSUMPTION; MARKETS; EQUITY; RATES
AB This paper shows that house price fluctuations can have a significant impact on credit availability. Data from Prosper.com, a peer-to-peer lending site that matches borrowers and lenders to provide unsecured consumer loans, indicate that homeowners in states with declining house prices experience higher interest rates, greater credit rationing, and faster delinquency. We find especially large effects for subprime borrowers whose balance sheets are likely most exposed to asset price declines. This evidence suggests that asset price fluctuations can play an important role in determining credit conditions and are thus a potentially significant mechanism for propagating macroeconomic shocks.
C1 [Crowe, Christopher] Int Monetary Fund, Syst Issues Div, Washington, DC 20431 USA.
EM Rodney.Ramcharan@frb.gov; ccrowe@imf.org
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NR 55
TC 16
Z9 17
U1 0
U2 55
PU WILEY
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 0022-2879
EI 1538-4616
J9 J MONEY CREDIT BANK
JI J. Money Credit Bank.
PD SEP
PY 2013
VL 45
IS 6
BP 1085
EP 1115
DI 10.1111/jmcb.12045
PG 31
WC Business, Finance; Economics
SC Business & Economics
GA 201HE
UT WOS:000323130500005
DA 2020-02-20
ER

PT J
AU VanHoose, D
AF VanHoose, David
TI A Model of International Trade in Banking Services
SO OPEN ECONOMIES REVIEW
LA English
DT Article
DE Trade in banking services; International banking
ID FINANCIAL SERVICES; MONOPOLISTIC COMPETITION; PORTFOLIO SEPARATION;
   INTRAINDUSTRY TRADE
AB This paper combines essential elements of the theory of intra-industry international trade with an imperfect-competition banking framework to develop a model of intra-industry international trade in banking services. The model yields the prediction that if, for instance, the production of lending services is labor intensive while the provision of deposit services is physical-capital-intensive, banks located in a foreign nation with a relatively larger labor endowment will export lending services while banks based in a domestic country with a relatively larger endowment of physical capital will export deposit services. These efficiency-based trade flows indicate that domestic borrowers and savers will be net recipients of credit and deposits, respectively, with foreign banks obtaining funds that permit them to act as net lenders to the domestic nation by borrowing from domestic banks in a global wholesale interbank funds market. A key implication of the model, therefore, is that attainment of profit-maximizing intra-industry flows of banking-service trade requires the smooth functioning of this interbank market.
C1 Baylor Univ, Hankamer Sch Business, Waco, TX 76798 USA.
RP VanHoose, D (reprint author), Baylor Univ, Hankamer Sch Business, 1 Bear Pl 98003, Waco, TX 76798 USA.
EM David_VanHoose@baylor.edu
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NR 26
TC 2
Z9 2
U1 0
U2 24
PU SPRINGER
PI DORDRECHT
PA VAN GODEWIJCKSTRAAT 30, 3311 GZ DORDRECHT, NETHERLANDS
SN 0923-7992
J9 OPEN ECON REV
JI Open Econ. Rev.
PD SEP
PY 2013
VL 24
IS 4
BP 613
EP 625
DI 10.1007/s11079-012-9265-1
PG 13
WC Economics
SC Business & Economics
GA 195YY
UT WOS:000322741100002
DA 2020-02-20
ER

PT J
AU Kaura, V
   Prasad, CSD
   Sharma, S
AF Kaura, Vinita
   Prasad, Ch. S. Durga
   Sharma, Sourabh
TI Customer Perception of Service Convenience: A Comparison between Public
   and New Private Sector Banks
SO GLOBAL BUSINESS REVIEW
LA English
DT Article
DE Decision convenience; access convenience; transaction convenience;
   benefit convenience and post-benefit convenience
AB This study examines the difference between public sector and new private sector banks with reference to service convenience dimensions; decision convenience, access convenience, transaction convenience, benefit convenience and post-benefit convenience. A cross-sectional research on 445 retail banking customers through structured questionnaire is conducted. The population of the study is valued retail urban customers of the public and the new private sector banks in Rajasthan, who frequently visit bank premises for transactions, have accounts in at least two banks and have availed of at least one IT based service. The results reveal that service convenience dimensions differ between public and new private sector banks. New private sector bank customers' mean score is found more than public sector bank customers. This study has theoretical and practical contribution. From theoretical point of view, service convenience scale is used and validated in retail banking sector in Indian context. For bank professionals, this study explains the difference of service convenience between public and new private sector banks and opens door to improve service convenience.
C1 [Kaura, Vinita; Prasad, Ch. S. Durga; Sharma, Sourabh] Mody Inst Technol & Sci, Fac Management Studies, Lakshmangarh, Rajasthan, India.
RP Kaura, V (reprint author), Mody Inst Technol & Sci, Fac Management Studies, Lakshmangarh, Rajasthan, India.
EM kaura2005@rediffmail.com; dean.fms@mitsuniversity.ac.in;
   sourabh_sh22@rediffmail.com
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NR 23
TC 6
Z9 6
U1 0
U2 0
PU SAGE PUBLICATIONS LTD
PI LONDON
PA 1 OLIVERS YARD, 55 CITY ROAD, LONDON EC1Y 1SP, ENGLAND
SN 0972-1509
EI 0973-0664
J9 GLOB BUS REV
JI Glob. Bus. Rev.
PD SEP
PY 2013
VL 14
IS 3
BP 529
EP 547
DI 10.1177/0972150913496884
PG 19
WC Business
SC Business & Economics
GA VB3SH
UT WOS:000415433200010
DA 2020-02-20
ER

PT J
AU Assuncao, J
AF Assuncao, Juliano
TI Eliminating entry barriers for the provision of banking services:
   Evidence from 'banking correspondents' in Brazil
SO JOURNAL OF BANKING & FINANCE
LA English
DT Article
DE Financial access; Development and finance; Banking reform
ID CHOICE; GROWTH; MODEL
AB This paper shows that the contractual arrangement of 'banking correspondents' has eliminated entry barriers for the provision of banking services in Brazil. With the bank correspondents, banks are allowed to reach the almost 2200 municipalities without bank branches in 2000, connecting 45 million people to the financial sector. The evidence is based on the estimation of an entry model of financial providers in Brazilian municipalities. I estimate a zero population entry threshold for banking correspondents for the period from 2002 to 2007. The estimated population entry thresholds for bank branches in the same period are relatively stable at approximately 8000-9000 people. The population entry thresholds for the second to fifth players for banking correspondents are also consistently lower than those for bank branches. (C) 2013 Elsevier B.V. All rights reserved.
C1 [Assuncao, Juliano] Pontificia Univ Catolica Rio de Janeiro, Dept Econ, Rio de Janeiro, Brazil.
RP Assuncao, J (reprint author), Rua Marques da Sao Vicente 225-F210, Rio De Janeiro, Brazil.
EM juliano@econ.puc-rio.br
OI Assuncao, Juliano/0000-0003-1580-8128
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   Mukherjee S., 2011, WORKING PAPER
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   Suri Tavneet, 2011, 16721 NBER
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NR 15
TC 6
Z9 7
U1 0
U2 11
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0378-4266
J9 J BANK FINANC
JI J. Bank Financ.
PD AUG
PY 2013
VL 37
IS 8
BP 2806
EP 2811
DI 10.1016/j.jbankfin.2013.03.016
PG 6
WC Business, Finance; Economics
SC Business & Economics
GA 171ZO
UT WOS:000320969600011
DA 2020-02-20
ER

PT J
AU Hosseini, MH
   Hosseini, VS
AF Hosseini, Mirza Hassan
   Hosseini, Vahideh sadat
TI The Impact of Co-Production on Customer Loyalty in Banking Services: A
   Case of Saman Bank
SO IRANIAN JOURNAL OF MANAGEMENT STUDIES
LA English
DT Article
DE Co-production; Customer loyalty; Value creation; Banking services
AB This study investigates the effect of co-production on customer loyalty (attitudinal and behavioral separately) and factors which may boost co-production in an Iranian bank. To investigate co-production in banking services, the proposed model of Auh et al. (2007) was applied. Given the fact that many banks try to get the status of their main customers, co-production was examined due to its potential to create value for customers and make them more loyal, therefore, it encourages them to extend business with those banks. The results of their search have been achieved thorough 415 bank customers, and structural equation modeling (SEM) method was used to analyze the data. The results indicate that co-production positively influences attitudinal loyalty (p<0.01) while not behavioral loyalty, and the higher degree of communication (p<0.05), client expertise, affective commitment, and interactional justice (p<0.01) increase the level of co-production. Among these factors, affective commitment has the greatest effect on co-production. Finally, the results suggest that bank managers should consider co-production as a means to make customers more loyal in the current competitive market.
C1 [Hosseini, Mirza Hassan] Tehran Payame Noor Univ, Dept Management Econ & Accounting, Tehran, Iran.
   [Hosseini, Vahideh sadat] Tehran Payame Noor Univ, Dept Management Econ & Accounting, Business Management, Tehran, Iran.
RP Hosseini, VS (reprint author), Tehran Payame Noor Univ, Dept Management Econ & Accounting, Business Management, Tehran, Iran.
EM v.sadat@gmail.com
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NR 41
TC 6
Z9 6
U1 0
U2 0
PU UNIV TEHRAN
PI TEHRAN
PA ENGHELAB AVE, PO BOX 13145-478, TEHRAN, 00000, IRAN
SN 2008-7055
J9 IRAN J MANAG STUD
JI Iran. Journ. Management Studies
PD SUM
PY 2013
VL 6
IS 2
BP 105
EP 129
DI 10.22059/ijms.2013.32066
PG 25
WC Management
SC Business & Economics
GA V26JS
UT WOS:000215289100005
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Rather, RM
AF Rather, Raja M.
TI Assessment and Comparison of Indian Public and Private Sector Banks
   throughCustomers' Experience and Customers' Satisfaction Survey
SO PACIFIC BUSINESS REVIEW INTERNATIONAL
LA English
DT Article
DE Public bank; Private bank; Satisfaction; Customers etc
AB Digital generation has upturned norms of communication, engagement, decision-making and transaction in Banking Sector. Marketing practitioners and scholars now become more accountable to justify marketing expenditure by adding more customers' value. Customer experience becomes a differentiating factor for public and private sector banks. Attempt has been made to assess and compare the performance of public and private sector banks in terms of customers' experience and customers' satisfaction pertaining to Personnel, Products and Services offered, Facilitating services, Image, Network accessibility, Technological excellence of Banks. It has been found that public sector banks are not behind in providing new innovative services and products, customer centric approach by employees, strengthening image of bank, expanding accessibility, offering more augment services to the customers. It further indicate that private sector banks are losing its experience based core competitive area where they started with that leads to serious strategic challenge for private sector banks.
C1 [Rather, Raja M.] Sardar Patel Univ, Dept Business Management, Vallabh Vidyanagar 388120, Gujarat, India.
RP Rather, RM (reprint author), Sardar Patel Univ, Dept Business Management, Vallabh Vidyanagar 388120, Gujarat, India.
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   Sethuraman J, 2012, CUSTOMER EXPERIENCE, VVII
   SURESHCHANDAR GS, 2003, INT J BANK MARK, V21, P233, DOI DOI 10.1108/02652320310488411
NR 8
TC 0
Z9 0
U1 0
U2 0
PU PACIFIC INST MANAGEMENT
PI RAJASTHAN
PA PACIFIC HILLS, PRATAP NAGAR EXTENSION, AIR PORT RD, UDAIPUR, RAJASTHAN,
   313 001, INDIA
SN 0974-438X
J9 PAC BUS REV INT
JI Pac. Bus. Rev. Int.
PD JUN
PY 2013
VL 5
IS 12
BP 82
EP 91
PG 10
WC Business
SC Business & Economics
GA V5R2N
UT WOS:000219866000012
DA 2020-02-20
ER

PT J
AU Grigoroudis, E
   Tsitsiridi, E
   Zopounidis, C
AF Grigoroudis, E.
   Tsitsiridi, E.
   Zopounidis, C.
TI Linking customer satisfaction, employee appraisal, and business
   performance: an evaluation methodology in the banking sector
SO ANNALS OF OPERATIONS RESEARCH
LA English
DT Article
DE Efficiency evaluation; Banking sector; Data envelopment analysis;
   Customer satisfaction; Business performance; Employee appraisal
ID DATA ENVELOPMENT ANALYSIS; BRANCH OPERATING EFFICIENCY; SERVICE-PROFIT
   CHAIN; COST EFFICIENCY; GREEK BANK; DEA MODELS; QUALITY; PROFITABILITY;
   PRODUCTIVITY; NETWORK
AB The linkage among customer satisfaction, employee evaluation, and business performance data is very important in modern business organizations. Several previous research efforts have studied this linkage, focusing mainly on the financial or business performance in order to analyze the efficiency of an organization. However, recent studies have tried to consider other important performance indicators, which are able to affect business operations and future growth (e.g., external and internal customer satisfaction). In the case of the banking industry, studying the relations among the aforementioned variables is able to give insight in the performance evaluation of bank branches and the viability analysis of the banking organization. This paper presents a real-world study for measuring the relative efficiency of a set of bank branches using a Data Envelopment Analysis (DEA) approach. In particular, a multistage DEA network model is proposed, using a set of performance indicators that combine customer satisfaction, employee evaluation, and business performance indices. The main aim of the presented study is to evaluate the relative efficiency of each customer service delivery step, in the environment of a bank branch. The results are also able to estimate the contribution of the assessed performance indicators to the branch's overall efficiency, and to determine potential improvement actions.
C1 [Grigoroudis, E.; Tsitsiridi, E.; Zopounidis, C.] Tech Univ Crete, Dept Prod Engn & Management, Kounoupidiana 73100, Chania, Greece.
RP Grigoroudis, E (reprint author), Tech Univ Crete, Dept Prod Engn & Management, Univ Campus, Kounoupidiana 73100, Chania, Greece.
EM vangelis@ergasya.tuc.gr
OI Grigoroudis, Evangelos/0000-0001-8613-9350
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NR 78
TC 27
Z9 27
U1 3
U2 80
PU SPRINGER
PI DORDRECHT
PA VAN GODEWIJCKSTRAAT 30, 3311 GZ DORDRECHT, NETHERLANDS
SN 0254-5330
EI 1572-9338
J9 ANN OPER RES
JI Ann. Oper. Res.
PD MAY
PY 2013
VL 205
IS 1
BP 5
EP 27
DI 10.1007/s10479-012-1206-2
PG 23
WC Operations Research & Management Science
SC Operations Research & Management Science
GA 128QP
UT WOS:000317784200002
DA 2020-02-20
ER

PT J
AU Lin, TT
   Lee, CC
   Lin, HC
AF Lin, Tyrone T.
   Lee, Chia-Chi
   Lin, Hsiao-Chi
TI Analysis of customer profit contribution for banks with the concept of
   marketing mix strategy between 4Cs and 5Ps
SO SERVICE BUSINESS
LA English
DT Article
DE Marketing mix strategy; Customer profit contribution; Wealth management;
   Bank
ID PROFITABILITY
AB This paper takes the high-net-worth customers in the private wealth management division of a case study bank as the research objects, and introduces the concept of marketing mix strategy by combining the 4C (customer, cost to the customer, convenience, and communication) model and 5P (product, price, place, promotion, and people) model in the examination of the attributes of customers and financial advisors in relation to the customer profit contribution and proposes management implications for practitioners. It attempts to establish a win-win business mechanism or marketing strategy that is beneficial to both banks and consumers.
C1 [Lin, Tyrone T.; Lin, Hsiao-Chi] Natl Dong Hwa Univ, Dept Int Business, Shoufeng 974, Hualien, Taiwan.
   [Lee, Chia-Chi] Natl Taipei Coll Business, Dept Accounting Informat, Taipei 100, Taiwan.
RP Lee, CC (reprint author), Natl Taipei Coll Business, Dept Accounting Informat, 321,Sec 1,Jinan Rd, Taipei 100, Taiwan.
EM tjlin@mail.ndhu.edu.tw; cclee.vera@msa.hinet.net;
   michelle.5477@gmail.com
RI Lin, Tyrone T./A-4529-2018
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NR 23
TC 1
Z9 3
U1 0
U2 61
PU SPRINGER HEIDELBERG
PI HEIDELBERG
PA TIERGARTENSTRASSE 17, D-69121 HEIDELBERG, GERMANY
SN 1862-8516
J9 SERV BUS
JI Serv. Bus.
PD MAR
PY 2013
VL 7
IS 1
BP 37
EP 59
DI 10.1007/s11628-012-0144-z
PG 23
WC Business; Management
SC Business & Economics
GA 083ZF
UT WOS:000314504900003
DA 2020-02-20
ER

PT J
AU Verma, P
AF Verma, Parul
TI Analysis of Brand Equity and Resonance of Private Banking Services in
   India
SO PACIFIC BUSINESS REVIEW INTERNATIONAL
LA English
DT Article
DE Brand resonance; Brand equity; Banking services; Consumer
AB This study attempts to validate the determinants of brand equity of services based on consumers' perception of a private banking service. The theoretical framework of this study is based on customer-based brand equity called the Brand Resonance model, which comprises six brand equity constructs, namely, brand performance, brand judgment, brand resonance, brand imagery, brand salience and brand feelings. Factor analyses were performed on all items measuring the six constructs and the results produced only five factors i.e. brand resonance, brand performance,, brand feelings, brand judgments and brand salience, as the determinants of brand equity of services. For testing the reliability, alpha test on all these factors was produced. Further, correlation analysis was performed on the study variables and the results indicate that there are strong, positive and significant relationships between brand performance and brand judgment, and between brand performance and brand feelings. From the findings it was identified that there is a significant relationship between brand performance and brand resonance, between brand judgment and brand resonance as well as between brand feelings and brand resonance. The multiple regression results mention that only Brand Feelings, Brand Judgments and Brand Performance have a significant influence on Brand Resonance.
C1 [Verma, Parul] Amity Univ Rajasthan, Amity Business Sch, Mkt, Kant, Rajasthan, India.
RP Verma, P (reprint author), Amity Univ Rajasthan, Amity Business Sch, Mkt, Kant, Rajasthan, India.
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NR 38
TC 0
Z9 0
U1 0
U2 0
PU PACIFIC INST MANAGEMENT
PI RAJASTHAN
PA PACIFIC HILLS, PRATAP NAGAR EXTENSION, AIR PORT RD, UDAIPUR, RAJASTHAN,
   313 001, INDIA
SN 0974-438X
J9 PAC BUS REV INT
JI Pac. Bus. Rev. Int.
PD MAR
PY 2013
VL 5
IS 9
BP 59
EP 66
PG 8
WC Business
SC Business & Economics
GA V5Q8P
UT WOS:000219855800007
DA 2020-02-20
ER

PT J
AU Chirica, C
AF Chirica, Catalina
TI RELATIONSHIP MARKETING - BEST PRACTICE IN THE BANKING SECTOR
SO AMFITEATRU ECONOMIC
LA English
DT Article
DE Relationship marketing best practice; clients' retention and loyalty;
   marketing mix; CRM
AB This paper aims to highlight best practice in relationship marketing because of adjusted companies' strategies in a turbulent, unstable, and dynamic economic environment. By best practice, we understand specific marketing tools and strategies built upon real needs and heterogeneous consumer preferences, addressed directly in a relevant way, aiming at clients' long-term retention. We should also take into consideration the highly competitive market, with rapid changes in purchase and consumption behavior, while the ever-increasing degree of technology changes fundamentally not only the speed, but also the information content.
   Since past years we can talk about consumer behavior analysis based on multiple criteria, including the emotional or moral components, consumers' expectations, and life style, as understanding such variables is the main pillar of relationship marketing. The main objectives rely upon building long-term relations, client retention, and loyalty. As part of marketing efforts, the communication component has an increasingly important role, approaching niches with tailored messages, inviting clients to open dialogue.
   Economic changes, extensive use of technology, migration towards online and optimization of communication channels opened the doors for digital era, when relationship marketing and client relationship management (CRM) represent not a merely working premise, but an essential ground. Best practice in relationship marketing proves that this cannot be applied in any way and at any time, as this paper highlights the main components of building and implementing such a system.
C1 Acad Econ Studies, Bucharest, Romania.
RP Chirica, C (reprint author), Acad Econ Studies, Bucharest, Romania.
EM catalinai.chirica@gmail.com
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NR 33
TC 0
Z9 0
U1 0
U2 34
PU EDITURA ASE
PI BUCURESTI
PA PIATA ROMANA, NR 6, SECTOR 1, BUCURESTI, 701731, ROMANIA
SN 1582-9146
J9 AMFITEATRU ECON
JI Amfiteatru Econ.
PD FEB
PY 2013
VL 15
IS 33
BP 288
EP 300
PG 13
WC Business; Economics; Management
SC Business & Economics
GA 087FO
UT WOS:000314746900022
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU de Matos, CA
   Henrique, JL
   de Rosa, F
AF de Matos, Celso Augusto
   Henrique, Jorge Luiz
   de Rosa, Fernando
TI Customer reactions to service failure and recovery in the banking
   industry: the influence of switching costs
SO JOURNAL OF SERVICES MARKETING
LA English
DT Article
DE Satisfaction; Loyalty; Bank services; Service failure; Switching costs
ID CONSUMER SATISFACTION; DIFFERENT ROLES; LOYALTY; CONSEQUENCES; BARRIERS;
   QUALITY; ANTECEDENTS; BEHAVIOR; TRUST; MARKETS
AB Purpose - The purpose of this study is to test the effects of satisfaction, satisfaction with service recovery (SSR) and switching costs (SC) on loyalty and positive word-of-mouth (PWOM) of bank customers in a service recovery context, taking into account the interaction among latent variables and the effects of contextual factors.
   Design/methodology/approach - A theoretical model is proposed based on previous studies and tested using structural equation modeling technique and bootstrapping estimates. A survey was conducted with 1,878 bank customers of a large Brazilian bank.
   Findings - Results supported the positive effects of satisfaction and SC on loyalty, while PWOM was influenced mainly by SAT. In addition, SC significantly interacted with satisfaction, reducing the effects of satisfaction on loyalty. Finally, relationship time, gender and age were the most relevant contextual factors.
   Practical implications - This study highlights the importance of switching costs in the banking industry. Although satisfaction is a relevant predictor of loyalty, this influence is contingent on the customer's SC. Hence, investment on marketing strategies and campaigns should be oriented to better convert switching perceptions into effective loyalty.
   Originality/value - Despite recent investigations on the roles of SC in customer loyalty, results have indicated mixed findings and most of the studies do not consider interactions between latent constructs. This study addresses this issue using the orthogonalization procedure.
C1 [de Matos, Celso Augusto] UNISINOS Univ Sinos Valley, Grad Program Business Adm, Sao Leopoldo, Brazil.
   [Henrique, Jorge Luiz] Banco Brasil, Brasilia, DF, Brazil.
   [de Rosa, Fernando] IBMEC DF, Brasilia, DF, Brazil.
RP de Matos, CA (reprint author), UNISINOS Univ Sinos Valley, Grad Program Business Adm, Sao Leopoldo, Brazil.
EM celsoam@unisinos.br
RI de Rosa, Fernando/K-3238-2013; de Matos, Celso A/C-3057-2008
OI de Matos, Celso A/0000-0002-2538-9089
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NR 58
TC 28
Z9 28
U1 1
U2 35
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0887-6045
J9 J SERV MARK
JI J. Serv. Mark.
PY 2013
VL 27
IS 7
BP 526
EP 538
DI 10.1108/JSM-01-2012-0019
PG 13
WC Business
SC Business & Economics
GA 285TH
UT WOS:000329417400002
DA 2020-02-20
ER

PT J
AU Wallace, E
   de Chernatony, L
   Buil, I
AF Wallace, Elaine
   de Chernatony, Leslie
   Buil, Isabel
TI Service employee clusters in banking Exploring Ind's typology
   considering behaviour, commitment and attitude about leadership
SO EUROPEAN JOURNAL OF MARKETING
LA English
DT Article
DE Banking; Employees; Brand; Champions; Cluster analysis
ID ORGANIZATIONAL CITIZENSHIP BEHAVIOR; JOB-SATISFACTION; BRAND;
   ANTECEDENTS; PERFORMANCE; SABOTAGE; PERSONALITY; MANAGEMENT; BUSINESS;
   LOYALTY
AB Purpose - Ind suggests front line employees can be segmented according to their level of brand-supporting performance. His employee typology has not been empirically tested. The paper aims to explore front line employee performance in retail banking, and profile employee types.
   Design/methodology/approach - Attitudinal and demographic data from a sample of 404 front line service employees in a leading Irish bank informs a typology of service employees.
   Findings - Champions, Outsiders and Disruptors exist within retail banking. The authors provide an employee profile for each employee type. They found Champions amongst males, and older employees. The highest proportion of female employees surveyed were Outsiders. Disruptors were more likely to - complain, and rated their performance lower than any other employee type. Contrary to extant literature, Disruptors were more likely to hold a permanent contract than other employee types.
   Originality/value - The authors augment the literature by providing insights about the profile of three employee types: Brand Champions, Outsiders and Disruptors. Moreover, the authors postulate the influence of leadership and commitment on each employee type. The cluster profiles raise important questions for hiring, training and rewarding front line banking employees. The authors also provide guidelines for managers to encourage Champions, and curtail Disruptors.
C1 [Wallace, Elaine] Natl Univ Ireland, JE Cairnes Sch Business & Econ, Galway, Ireland.
   [de Chernatony, Leslie] Univ Svizzera Italiana, Lugano, Switzerland.
   [de Chernatony, Leslie] Aston Univ, Aston Business Sch, Birmingham B4 7ET, W Midlands, England.
   [Buil, Isabel] Univ Zaragoza, Dept Mkt, Zaragoza, Spain.
RP Wallace, E (reprint author), Natl Univ Ireland, JE Cairnes Sch Business & Econ, Galway, Ireland.
EM elaine.wallace@nuigalway.ie
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NR 82
TC 2
Z9 2
U1 0
U2 19
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0309-0566
EI 1758-7123
J9 EUR J MARKETING
JI Eur. J. Market.
PY 2013
VL 47
IS 11-12
BP 1781
EP 1803
DI 10.1108/EJM-01-2011-0031
PG 23
WC Business
SC Business & Economics
GA 256CK
UT WOS:000327287100001
DA 2020-02-20
ER

PT J
AU Chen, CS
AF Chen, ChauShen
TI Perceived risk, usage frequency of mobile banking services
SO MANAGING SERVICE QUALITY
LA English
DT Article
DE Behaviour intention; E-commerce; IT diffusion and adoption; Mobile
   banking; Risk factor; Structure equation model; Behaviour; Banking; Risk
   analysis
ID USER ACCEPTANCE; INFORMATION-TECHNOLOGY; INTERNET BANKING; ADOPTION;
   BRAND; DETERMINANTS; CONCEPTUALIZATION; PERCEPTIONS; ATTRIBUTES;
   CONSUMERS
AB Purpose - This study discusses the effects of diffusion and adopters of mobile banking services (MBSs), perceived risk, brand awareness, and brand image of MBS providers, on attitude toward using MBSs, and on intention to use MBSs. In accordance with sample usage frequency in MBSs, this study subgroups the sample population into several behavioral segments (frequent/infrequent users) to concentrate sample characteristics and the behavioral models.
   Design/methodology/approach - Data from the 610 valid questionnaires collected in Taiwan were analyzed by SPSS and LISREL. In accordance with sample usage frequency in MBSs, this study subgroups the sample population into several behavioral segments (frequent/infrequent users) to concentrate sample characteristics and the behavioral models.
   Findings - Analytical results demonstrate that mobile banking users with different behavioral patterns have dissimilar perceptions of innovation benefits and risk. Moreover; brand awareness and brand image of the MBSs provider are crucial exogenous factors associated with attitude and intention to use MBSs. Finally, this study presents several suggestions for researchers, bankers, and marketers.
   Originality/value - This study examined MBSs in Taiwan, with an enhanced investigation model includes diffusion of innovation, TPA, second-order risk sub-dimensions, and brand effects on attitude and intention. The contributions of this study includes: this is the first study that incorporate brand awareness, and brand image in discussing mobile banking adoption behavior; meanwhile, this study incorporate a five factors risk structure, discussing perceived risk detailed in financial risk, performance risk, time risk, psychological risk, and privacy risk. Furthermore, this study is the first study that has differentiated between different consumer types: frequent and infrequent users. The findings of this study is practical in providing MBS for bankers.
C1 Univ Sci & Technol China, Dept Informat Management, Taipei, Taiwan.
RP Chen, CS (reprint author), Univ Sci & Technol China, Dept Informat Management, Taipei, Taiwan.
EM chaushen@cc.cust.edu.tw
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NR 109
TC 63
Z9 63
U1 2
U2 76
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0960-4529
EI 1758-8030
J9 MANAG SERV QUAL
JI Manag. Serv. Qual.
PY 2013
VL 23
IS 5
BP 410
EP 436
DI 10.1108/MSQ-10-2012-0137
PG 27
WC Management
SC Business & Economics
GA 210AO
UT WOS:000323801900003
DA 2020-02-20
ER

PT J
AU Tlaiss, HA
AF Tlaiss, Hayfaa A.
TI Determinants of job satisfaction in the banking sector: the case of
   Lebanese managers
SO EMPLOYEE RELATIONS
LA English
DT Article
DE Job satisfaction; Individual factors; Work-related factors; Lebanon;
   Middle East; Women
ID EMPLOYEE SATISFACTION; WORK; ATTITUDES; SUCCESS; LEVEL; UAE
AB Purpose - The aim of this study is to fill a gap in the literature on job satisfaction in the Middle East, reflecting on the experience of women managers from Lebanon.
   Design/methodology/approach - A survey questionnaire was designed and administered to a sample of women managers in the banking sector. The survey covered several aspects including objective, subjective, and overall job satisfaction.
   Findings - Overall, the findings revealed that the respondents were satisfied with the subjective aspects of their careers, but not the objective ones. Work-related factors seemed to better explain the job satisfaction of women managers in the banking industry in Lebanon when compared to individual personal factors.
   Originality/value - Given the limited research on job satisfaction in the Middle East and the importance of job satisfaction on performance and retention, this study adds to the little that is known about the effect of individual and work-related factors on job satisfaction of employees in the Arab Middle Eastern region. The implications of this study can be of great importance for public policy initiatives, practitioners and academic scholars.
C1 Univ New Brunswick, Fac Business, St John, NB E2L 4L5, Canada.
RP Tlaiss, HA (reprint author), Univ New Brunswick, Fac Business, St John, NB E2L 4L5, Canada.
EM hayfaatlaiss@hotmail.com
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NR 68
TC 10
Z9 10
U1 1
U2 22
PU EMERALD GROUP PUBLISHING LIMITED
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0142-5455
J9 EMPL RELAT
JI Empl. Relat.
PY 2013
VL 35
IS 4
BP 377
EP 395
DI 10.1108/ER-10-2011-0064
PG 19
WC Industrial Relations & Labor; Management
SC Business & Economics
GA 168ZP
UT WOS:000320746800002
DA 2020-02-20
ER

PT J
AU Dadzie, KQ
   Dadzie, CA
   Winston, EM
   Blankson, C
AF Dadzie, Kofi Q.
   Dadzie, Charlene A.
   Winston, Evelyn M.
   Blankson, Charles
TI Inclusive Economic Development Programs and Consumers' Access to Credit
   in Emerging Market Economies: The Public Policy Role of Marketing in
   Rural Bank Programs in Ghana
SO JOURNAL OF PUBLIC POLICY & MARKETING
LA English
DT Article
DE consumer inclusiveness; demand aggregation advantage; rural economic
   development policy; financial institutions; Ghana
AB The mobilization of rural consumers' potential savings to generate credit for inclusive lending to the rural/urban poor consumers in emerging market countries presents a strategic challenge for policy makers. Large-scale credit aggregation can only be achieved by the use of modern banks. However, rural consumers may resist the use of banks as objects of nonlocal origin. The authors rely on the classic theory of demand aggregation advantage to critically analyze the public policy framework underpinning rural banking for the attainment of inclusive economic development goals of bottom-of-the-pyramid countries. An empirical test of the framework in Ghana's rural banking programs shows that demand aggregation advantage predicts consumer satisfaction with the inclusive lending practices of banking institutions among existing clients but not new clients. The study suggests that the public policy framework for promoting compliance with inclusive lending goals of rural banking programs in Ghana does not adequately consider rural consumers' interpretation of demand aggregation activities.
C1 [Dadzie, Kofi Q.] Georgia State Univ, J Mack Robinson Coll Business, Atlanta, GA 30303 USA.
   [Dadzie, Charlene A.; Blankson, Charles] Univ N Texas, Denton, TX 76203 USA.
   [Winston, Evelyn M.] Clark Atlanta Univ, Atlanta, GA 30314 USA.
RP Dadzie, KQ (reprint author), Georgia State Univ, J Mack Robinson Coll Business, Atlanta, GA 30303 USA.
EM kdadzie@gsu.edu; Charlene.Dadzie@unt.edu; edadzie@cau.edu;
   BlanksoC@unt.edu
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NR 38
TC 16
Z9 16
U1 1
U2 34
PU AMER MARKETING ASSOC
PI CHICAGO
PA 311S WACKER DR, STE 5800, CHICAGO, IL 60606-6629 USA
SN 0743-9156
EI 1547-7207
J9 J PUBLIC POLICY MARK
JI J. Public Policy Mark.
PY 2013
VL 32
SI SI
BP 59
EP 69
DI 10.1509/jppm.12.052
PG 11
WC Business
SC Business & Economics
GA 154XP
UT WOS:000319710300007
DA 2020-02-20
ER

PT J
AU Karapinar, PB
   Camgoz, SM
   Ergeneli, A
AF Karapinar, Pinar Bayhan
   Camgoz, Selin Metin
   Ergeneli, Azize
TI Organizational Justice-Job Satisfaction Relationship: The Moderating
   Effects of Big-Five Personality Traits in Banking Employees
SO IKTISAT ISLETME VE FINANS
LA English
DT Article
DE Distributive justice; Procedural justice; Job satisfaction; Personality
   traits; Banking employees
ID NEGATIVE AFFECTIVITY; PERCEIVED JUSTICE; SOCIAL-EXCHANGE; 5-FACTOR
   MODEL; FAIRNESS; BEHAVIOR; EVENTS; CONSEQUENCES; PERCEPTIONS; CONSTRUCTS
AB This study investigates the effects of personality traits in organizational justice and job satisfaction relationship. Survey data were collected from 206 banking employees. Results of the hierarchical regression analyses postulate that both distributive and procedural justice are the predictors of job satisfaction and personality traits serve as moderators of the relationship between organizational justice and job satisfaction. Specifically, the effect of distributive justice on job satisfaction is most pronounced among individuals scoring high on agreeableness and conscientiousness, but low in neuroticism. However, the effect of procedural justice is most pronounced among individuals scoring high on agreeableness only. This research points out the necessity of including personality traits to better understand the impact of justice on job satisfaction and suggests that managers might apply different strategies for dealing with different personality traits to create an overall environment of fairness and enhance job satisfaction.
C1 [Karapinar, Pinar Bayhan] Hacettepe Univ, Iktisadi & Idari Bilimler Fak, Isletme Bolumu, TR-06800 Ankara, Turkey.
RP Karapinar, PB (reprint author), Hacettepe Univ, Iktisadi & Idari Bilimler Fak, Isletme Bolumu, TR-06800 Ankara, Turkey.
EM pbayhan@hacettepe.edu.tr
RI KARAPINAR, PINAR BAYHAN/I-8489-2013; CAMGOZ, SELIN METIN/I-8491-2013
OI KARAPINAR, PINAR BAYHAN/0000-0003-0534-8885; 
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NR 81
TC 1
Z9 1
U1 0
U2 50
PU BILGESEL YAYINCILIK SAN & TIC LTD
PI CANKAYA
PA MUSTAFA KEMAL MAH NO 6-1, ATA APT, CANKAYA, ANKARA 06550, TURKEY
SN 1300-610X
EI 1308-4658
J9 IKTISAT ISLET FINANS
JI Iktisat Islet. Finans
PD JAN
PY 2013
VL 28
IS 322
BP 35
EP 59
DI 10.3848/iif.2013.322.3502
PG 25
WC Business, Finance; Economics
SC Business & Economics
GA 089HM
UT WOS:000314901600002
OA Other Gold
DA 2020-02-20
ER

PT J
AU Inklaar, R
   Wang, JC
AF Inklaar, Robert
   Wang, J. Christina
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   They Own
SO ECONOMICA
LA English
DT Article
ID COST
AB We argue that models ofbanks as processors of information and transactions imply a quantity measure ofbank output based ontransactioncountsinstead ofbalancesof loans anddeposits. Compiling new and comparable real output measures for the USA and arange of European countries, we show that counts-based output seriesexhibit substantially different growth patterns than balances-basedoutputseries. Since the US official statistics rely on counts while Europeanstatistics rely on balances, this implies that comparisons of bank outputgrowth betweenEurope and the USA are biased.
C1 [Inklaar, Robert] Univ Groningen, NL-9700 AB Groningen, Netherlands.
   [Wang, J. Christina] Fed Reserve Bank Boston, Boston, MA USA.
RP Inklaar, R (reprint author), Univ Groningen, NL-9700 AB Groningen, Netherlands.
RI Inklaar, Robert/G-8253-2011
OI Inklaar, Robert/0000-0003-3852-067X
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NR 27
TC 6
Z9 6
U1 1
U2 7
PU WILEY
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 0013-0427
EI 1468-0335
J9 ECONOMICA
JI Economica
PD JAN
PY 2013
VL 80
IS 317
BP 96
EP 117
DI 10.1111/j.1468-0335.2012.00942.x
PG 22
WC Economics
SC Business & Economics
GA 057FA
UT WOS:000312546800005
OA Green Published
DA 2020-02-20
ER

PT J
AU Kebede, HA
   Berhanu, W
AF Kebede, Hundanol Atnafu
   Berhanu, Wassie
TI How Efficient Are the Ethiopian Microfinance Institutions in Extending
   Financial Services to the Poor? A Comparison with the Commercial Banks
SO JOURNAL OF AFRICAN ECONOMIES
LA English
DT Article
ID COST; INEFFICIENCY
AB This article investigates the efficiency of microfinance institutions (MFIs) in extending financial services to the poor by comparing their cost efficiency with that of commercial banks (CBs). Using an unbalanced panel data of fourteen MFIs and seven CBs for 200108 in Ethiopia, a stochastic frontier model is estimated in which heterogeneities (in the working environments and nature of businesses) between MFIs and CBs are controlled for in the cost function. The result indicates that the MFIs are, on average, 33.5 less efficient compared with the CBs mainly due to their smaller size, focus on outreach and reliance on non-commercial sources of funds such as donations. In fact, the largest MFIs are found to have cost efficiency scores that are comparable with that of the most efficient banks. Despite the wide efficiency gap, there is a strong evidence of convergence.
C1 [Kebede, Hundanol Atnafu] Adama Univ, Adama, Ethiopia.
   [Berhanu, Wassie] Univ Addis Ababa, Sch Econ, Addis Ababa, Ethiopia.
RP Kebede, HA (reprint author), POB Terrasserne 8 St 29, DK-2700 Copenhagen, Denmark.
EM hundiguddaa@gmail.com
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NR 27
TC 7
Z9 7
U1 0
U2 22
PU OXFORD UNIV PRESS
PI OXFORD
PA GREAT CLARENDON ST, OXFORD OX2 6DP, ENGLAND
SN 0963-8024
EI 1464-3723
J9 J AFR ECON
JI J. Afr. Econ.
PD JAN
PY 2013
VL 22
IS 1
BP 112
EP 135
DI 10.1093/jae/ejs012
PG 24
WC Economics
SC Business & Economics
GA 058SN
UT WOS:000312654400005
DA 2020-02-20
ER

PT J
AU Tinnila, M
AF Tinnila, Markku
TI Efficient service production: service factories in banking
SO BUSINESS PROCESS MANAGEMENT JOURNAL
LA English
DT Article
DE Business process management; Banking; Customer service management;
   Product positioning; Service strategy; Service positioning; Service
   factory; Efficiency; Service production; Service processes
AB Purpose - The banking industry is definitely among the service industries that have been thoroughly transformed during the past decades. The direction of development has been toward more efficient mass services enabled by information and communication technologies (ICT). The purpose of this paper is to focus on analysing the changes in banking services, particularly the mass services offered through service factories. The aim is to review the previous literature on efficient production of banking services, and particularly analyse the effects of service factories in this area.
   Design/methodology/approach - The theoretical focus of the paper reviews the frameworks and models for service positioning and efficiency for recognising the typical banking services used in the analyses. The Service Process Matrix is analysed for its components and implications for recognising efficient service processes for different types of services.
   Findings - The findings show that the Service Process Matrix provides a tool for categorising different services for their efficiency in the case industry analysed. The matrix is adapted to better reflect the changes in banking services.
   Originality/value - The quest for service efficiency is of importance, both in public services and service businesses alike. Several tools and models have been proposed to analyse the most appropriate way to produce services of different types. This paper analyses this area and provides insights for managers in how to position different service types for best customer value and efficient service processes. The paper also provides insights for service researchers looking for frameworks to categorise different service types.
C1 [Tinnila, Markku] Aalto Univ, Sch Econ, Dept Informat & Serv Econ, Helsinki, Finland.
RP Tinnila, M (reprint author), Aalto Univ, Sch Econ, Dept Informat & Serv Econ, Helsinki, Finland.
EM markku.tinnila@aalto.fi
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NR 40
TC 6
Z9 6
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1463-7154
EI 1758-4116
J9 BUS PROCESS MANAG J
JI Bus. Process. Manag. J.
PY 2013
VL 19
IS 4
BP 648
EP 661
DI 10.1108/BPMJ-Mar-2012-0026
PG 14
WC Business; Management
SC Business & Economics
GA V97WQ
UT WOS:000213362300003
DA 2020-02-20
ER

PT J
AU Awasthi, P
   Sangle, PS
AF Awasthi, Preety
   Sangle, Purnima S.
TI The importance of value and context for mobile CRM services in banking
SO BUSINESS PROCESS MANAGEMENT JOURNAL
LA English
DT Article
DE Customer relationship management; Perceived value; Indian perspective;
   Mobile CRM; Structural equation modeling
ID CUSTOMER RELATIONSHIP MANAGEMENT; INFORMATION-TECHNOLOGY; USER
   ACCEPTANCE; PERCEIVED EASE; BEHAVIORAL INTENTION; PURCHASE INTENTION;
   ADOPTION; ONLINE; INTERNET; TRUST
AB Purpose - The aim of the paper is to identify interactions existing among the identified factors and understanding how they impact adoption intention so that better CRM strategies for mobile channel can be orchestrated.
   Design/methodology/approach - The paper empirically explores the underlying factors by the application of confirmatory factor analysis and structural equation modeling. The study sample consists of 523 respondents with a response rate of 63.9 percent (usable response rate).
   Findings - The empirical findings reveal that from the perspective of benefits, perceptions value, perceived usefulness and context were the three critical components significantly influencing adoption intention. On the apprehension side, the effects of perceived security assurance, perceived trust, perceived cost and perceived risk on perceived value as well as perceived usefulness were significant.
   Research limitations/implications - The study had a few limitations such as selection of the sample from a limited number of places, and the model was cross-sectional measuring perceptions and intentions at a single point of time.
   Practical implications - Based on the findings, banks should focus on increasing the value perceptions of the customers by considering the perceptions of usefulness in various service contexts. The structural assurances and risk mitigation strategies also need attention.
   Originality/value - The findings provided insight into the factors that contribute to the acceptance of mobile CRM services in India from new consumers' perspective. This study demonstrated that in the case of mobile CRM, the factors related to service aspect dominate over the technical aspect.
C1 [Awasthi, Preety] Natl Inst Ind Engn, Mumbai, Maharashtra, India.
   [Sangle, Purnima S.] Natl Inst Ind Engn, Informat Technol, Mumbai, Maharashtra, India.
RP Sangle, PS (reprint author), Natl Inst Ind Engn, Informat Technol, Mumbai, Maharashtra, India.
EM purnima.nitie@googlemail.com
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NR 101
TC 6
Z9 6
U1 0
U2 2
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1463-7154
EI 1758-4116
J9 BUS PROCESS MANAG J
JI Bus. Process. Manag. J.
PY 2013
VL 19
IS 6
BP 864
EP 891
DI 10.1108/BPMJ-06-2012-0067
PG 28
WC Business; Management
SC Business & Economics
GA V97XC
UT WOS:000213363500001
DA 2020-02-20
ER

PT J
AU Chikandiwa, ST
   Contogiannis, E
   Jembere, E
AF Chikandiwa, Sarah Tsitsi
   Contogiannis, Eleftherios
   Jembere, Edgar
TI The adoption of social media marketing in South African banks
SO EUROPEAN BUSINESS REVIEW
LA English
DT Article
DE Bankmarketing; Social media marketing; South Africa banks; Social media
   adoption models; Social media implementation models; Social media;
   Banks; Marketing; Republic of South Africa
AB Purpose - The purpose of this paper is to examine social media adoption models and social media implementation models being used by South African banks when adopting social media marketing. Challenges and opportunities faced are addressed in the paper.
   Design/methodology/approach - In-depth interviews were conducted with key informants, which were comprised of five South African social media experts and 28 managements within the banking sector.
   Findings - Social media is still at its infancy level in South Africa. The ACCESS model and the OASIS model are the most commonly used implementation models in South African banks. Further to that, findings indicate that Facebook and Twitter are the main tools used by banks and they are used for reactive customer service and advertising. Legal and regulatory issues were identified as obstacles to the adoption of social media. All respondents agreed on the need to integrate social media with traditional media. This might be because South African customers are consumers of both the new and traditional media.
   Research limitations/implications - The research was limited to South African banks and focused on Facebook, Twitter, MXit, YouTube and Blogs.
   Originality/value - The research adds theoretical knowledge on social media adoption models, thus giving a foundation on how other industries can effectively implement social media marketing.
C1 [Chikandiwa, Sarah Tsitsi] Univ Zululand, Dept Business Management, Kwa Dlangezwa, South Africa.
   [Contogiannis, Eleftherios] Univ Zululand, Dept Econ, Kwa Dlangezwa, South Africa.
   [Jembere, Edgar] Univ Zululand, Dept Comp Sci, Kwa Dlangezwa, South Africa.
RP Chikandiwa, ST (reprint author), Univ Zululand, Dept Business Management, Kwa Dlangezwa, South Africa.
EM schikandiwa@gmail.com
OI Jembere, Edgar/0000-0003-1776-1925
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NR 37
TC 17
Z9 18
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0955-534X
EI 1758-7107
J9 EUR BUS REV
JI Eur. Bus. Rev.
PY 2013
VL 25
IS 4
SI SI
BP 365
EP 381
DI 10.1108/EBR-02-2013-0013
PG 17
WC Business
SC Business & Economics
GA V95IG
UT WOS:000213189700005
DA 2020-02-20
ER

PT J
AU Huy, DTN
AF Dinh Tran Ngoc Huy
TI THE VOLATILITY OF VIET NAM LISTED BANKING, INSURANCE AND FINANCIAL
   SERVICES COMPANY GROUPS DURING AND AFTER THE FINANCIAL CRISIS 2007-2009
SO GLOBAL & LOCAL ECONOMIC REVIEW
LA English
DT Article
DE EQUITY BETA; FINANCIAL STRUCTURE; FINANCIAL CRISIS; RISK; ASSET BETA
AB The Viet Nam economy and especially, the stock exchange has been influenced by the global crisis during the period 2007-2009. How much risk for a typical industry in an emerging market such as Viet Nam? For specific industries, such as banking, insurance, investment and security industries, the risk re-analysis and estimation for the listed firms in these industries become necessary.
   Firstly, by using quantitative and analytical methods to estimate asset and equity beta of four (4) groups of 32 financial service listed companies in Viet Nam banking, insurance, investment and security industries with a proper traditional model, we found out that the beta values, in general, for most companies are acceptable, excluding a few cases. There are 69% of listed firms with lower risk, among total 32 firms, whose beta values lower than (<) 1.
   Secondly, through comparison of beta values among four (4) above industries, we recognized there are still 19% of total listed firms in the above group companies with beta values higher than (>) 1 and have stock returns fluctuating more than the market index.
   Finally, this paper generates some outcomes that could provides both internal and external investors, financial institutions, companies and government more evidence in establishing their policies in investments and in governance.
C1 [Dinh Tran Ngoc Huy] Intl Univ Japan, GSIM, Minamiuonuma, Niigata, Japan.
RP Huy, DTN (reprint author), Banking Univ, Hcmc, Vietnam.
EM dtnhuy2010@gmail.com
CR Ang A., 2007, J EMPIR FINANC, V14, P1, DOI DOI 10.1016/J.JEMPFIN.2005.12.001
   Benzion U, 2010, INT J FINANC ECON, V15, P247, DOI 10.1002/ijfe.397
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NR 15
TC 0
Z9 0
U1 0
U2 0
PU EDIZIONI TRACCE
PI PESCARA
PA VIA EUGENIA RAVASCO 54, PESCARA, 65123, ITALY
SN 1722-4241
EI 1974-5125
J9 GLOB LOCAL ECON REV
JI Glob. Local Econ. Rev.
PY 2013
VL 17
IS 2
BP 55
EP 74
PG 20
WC Economics
SC Business & Economics
GA V6N3D
UT WOS:000420439600003
DA 2020-02-20
ER

PT J
AU Srivastava, RK
   Singh, S
   Srivastava, V
AF Srivastava, R. K.
   Singh, Sindhu
   Srivastava, Vivek
TI The Role of Trust and Technology Acceptance Model(TAM) on Customer
   Acceptance of Mobile Banking: An Integrated Model to Improve Mobile
   Banking in Banking Sector-A Conceptual Paper
SO INTERNATIONAL JOURNAL OF ASIAN BUSINESS AND INFORMATION MANAGEMENT
LA English
DT Article
DE Mobile Banking; Privacy; Security; Technology Acceptance Model (TAM);
   Trust
AB This paper studies the need to integrate trust and Technology acceptance model (TAM) to understand the behaviour intention of the customer to use mobile banking. The present study focuses through literature review on trust related antecedents and technology related constructs and its influence on customer decision. It covers disposition to trust, institution-based trust, cognitive-base trust, security and privacy as five potential antecedents of trust. The study concludes that two technology attributes which are perceived ease of use and perceived usefulness to be beneficial for the usage of mobile banking. It suggests an integrated model that incorporates the five trust antecedents and two technology-related antecedents on its influence on customers' decision to use mobile banking.
C1 [Srivastava, R. K.] SYDENHAM Inst Management Studies & Res & Entrepre, B-Rd, Mumbai, Maharashtra, India.
   [Singh, Sindhu] KJ Somaiya Inst Management Studies & Res, Mumbai, Maharashtra, India.
   [Srivastava, Vivek] CISCO Syst Inc, San Jose, CA USA.
RP Srivastava, RK (reprint author), SYDENHAM Inst Management Studies & Res & Entrepre, B-Rd, Mumbai, Maharashtra, India.
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NR 59
TC 2
Z9 2
U1 0
U2 1
PU IGI GLOBAL
PI HERSHEY
PA 701 E CHOCOLATE AVE, STE 200, HERSHEY, PA 17033-1240 USA
SN 1947-9638
EI 1947-9646
J9 INT J ASIAN BUS INF
JI Int. J. Asian Bus. Inf. Manag.
PD JAN-MAR
PY 2013
VL 4
IS 1
BP 31
EP 43
DI 10.4018/jabim.2013010104
PG 13
WC Business
SC Business & Economics
GA V08AR
UT WOS:000214048800004
DA 2020-02-20
ER

PT J
AU Butt, MM
   Aftab, M
AF Butt, Muhammad Mohsin
   Aftab, Muhammad
TI Incorporating attitude towards Halal banking in an integrated service
   quality, satisfaction, trust and loyalty model in online Islamic banking
   context
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Pakistan; Islam; Banking; Internet; Online operations; Customer
   satisfaction; Halal attitude; E-service quality; E-satisfaction; Islamic
   banking; Online banking; Halo effect
ID INTERNET BANKING; CUSTOMER SATISFACTION; CONSUMER; EXTENSION; ADOPTION;
   CONSEQUENCES; PERCEPTIONS; COMMITMENT; MARKET; SCALE
AB Purpose - The purpose of this paper is to empirically investigate the influence of consumer attitude towards Halal banking on e-service quality and e-satisfaction, in an online Islamic banking context. The proposed model also aims to investigate the relationships among e-service quality, e-satisfaction, e-trust and e-loyalty.
   Design/methodology/approach - A questionnaire was designed to collect data from the regular users of online services of Islamic banks in Pakistan. Convenience sampling method was adopted to collect data from the existing customers of six Islamic banks, residing in five major urban centres of Pakistan. A total of 350 questionnaires were distributed, out of which 292 returned questionnaires were suitable for further analysis. Structural equation modelling procedure was used to test the proposed research model.
   Findings - The results of this research suggest that attitude towards Halal banking positively influences perceived e-service quality and overall e-satisfaction with the online services of Islamic banks. Furthermore, perceived online service quality enhances customer e-satisfaction and their e-loyalty towards the bank. Similarly, e-trust mediates the relationship between e-satisfaction and e-loyalty.
   Practical implications - This study enhances our understanding of how specific religious attitudes can positively influence consumer assessments of a bank's perceived e-service quality and their overall e-satisfaction with it.
   Originality/value - Much of the previous research on Islamic banking has been descriptive in its nature. This study contributes to the existing literature by exploring the causal effect of attitude towards Halal banking on consumer perceptions about the e-service quality and e-satisfaction with the online services of Islamic banks.
C1 [Butt, Muhammad Mohsin] Univ Nottingham, Sch Business, Malaysia Campus, Semenyih, Malaysia.
   [Aftab, Muhammad] COMSATS Inst Informat Technol, Dept Management Sci, Islamabad, Pakistan.
RP Butt, MM (reprint author), Univ Nottingham, Sch Business, Malaysia Campus, Semenyih, Malaysia.
EM Mohsin.Butt@nottingham.edu.my
RI KHAN, MUHAMMAD ZIA AFTAB/AAD-2172-2019; Aftab, M/S-6374-2019; Butt,
   Muhammad Mohsin/K-1704-2019
OI KHAN, MUHAMMAD ZIA AFTAB/0000-0003-2926-3229; Aftab,
   Muhammad/0000-0002-4163-1293
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NR 85
TC 43
Z9 43
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2013
VL 31
IS 1
BP 6
EP 23
DI 10.1108/02652321311292029
PG 18
WC Business
SC Business & Economics
GA V0R6C
UT WOS:000216495300001
DA 2020-02-20
ER

PT J
AU Amin, M
   Isa, Z
   Fontaine, R
AF Amin, Muslim
   Isa, Zaidi
   Fontaine, Rodrigue
TI Islamic banks Contrasting the drivers of customer satisfaction on image,
   trust, and loyalty of Muslim and non-Muslim customers in Malaysia
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Cross-cultural; Customer satisfaction; Image; Trust; Customer loyalty;
   Islamic banks; Banks; Malaysia
ID CORPORATE IMAGE; SERVICE QUALITY; CHINESE; ENTREPRENEURSHIP;
   CONSEQUENCES; INTENTIONS; PERCEPTION; REPUTATION; PRIVATE
AB Purpose - The purpose of this study is to investigate customer satisfaction and its effect on image, trust, and customer loyalty for Islamic banks.
   Design/methodology/approach - The study uses data from Islamic banks and dual-window Islamic banks, pertaining to two different customer segments (Muslims and non-Muslims).
   Findings - The results indicate that customer satisfaction has a significant relationship with image, image has a significant relationship with trust, and trust has a significant relationship with customer loyalty for both customer segments. Furthermore, significant differences occur in the effect of customer satisfaction on image, image on trust, and trust on customer loyalty between Muslim and non-Muslim customers.
   Practical implications - The findings suggest that Muslim customers establish relationships with Islamic banks because they trust that Islamic banks are Shariah compliant. Therefore, providing secure banking products that are fully compliant with Islamic principles are necessary.
   Originality/value - This research is important as it clearly demonstrates that the loyalty of Muslim and non-Muslim customers to Islamic banks is influenced by customers being satisfied, as well as the image of and trust in Islamic banks. In this context, when customers are unwilling to trust Islamic banks, they are also unwilling to be loyal.
C1 [Amin, Muslim] Univ Teknol Malaysia, Int Business Sch, Kuala Lumpur, Malaysia.
   [Isa, Zaidi] Univ Kebangsaan Malaysia, Fac Sci & Technol, Selangor Darul Ehsan, Malaysia.
   [Fontaine, Rodrigue] Int Islamic Univ Malaysia, Fac Econ & Management Sci, Kuala Lumpur, Malaysia.
RP Amin, M (reprint author), Univ Teknol Malaysia, Int Business Sch, Kuala Lumpur, Malaysia.
EM atengkumuslim@yahoo.com
OI Amin, Muslim/0000-0003-0818-5663
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NR 82
TC 71
Z9 71
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2013
VL 31
IS 2
BP 79
EP 97
DI 10.1108/02652321311298627
PG 19
WC Business
SC Business & Economics
GA V0R6H
UT WOS:000216495800002
DA 2020-02-20
ER

PT J
AU Kaura, V
AF Kaura, Vinita
TI Antecedents of customer satisfaction: a study of Indian public and
   private sector banks
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Service quality; Service convenience; Price; Customer satisfaction;
   India
AB Purpose - The purpose of this paper is to examine the effect of service quality, perceived price and fairness and service convenience on customer satisfaction. It also aims to compare multiple regression models between public and new private sector banks.
   Design/methodology/approach - A cross-sectional research on 445 retail banking customers through a questionnaire is conducted. The population of the study consists of valued retail urban customers of banks in Rajasthan, India, who frequently visit bank premises for transactions, have accounts in at least two banks and have availed of at least one information technology based services. Responses are analysed using regression analyses
   Findings - Dimensions of service quality are employee behavior, tangibility and information technology. Dimensions of service convenience are decision convenience, access convenience, transaction convenience, benefit convenience and post-benefit convenience. For public sector banks, except tangibility, all antecedents have positive impact on customer satisfaction. For private sector banks except tangibility and benefit convenience all antecedents have positive impact on customer satisfaction. Significant difference in beta coefficient is found between public and private sector banks regarding employee behavior, decision convenience, access convenience and post-benefit convenience.
   Research limitations/implications - This study has taken into account a specific category of retail banking customers. Thus, it limits generalization of results to other banking populations.
   Practical implications - This study highlights the importance of service quality, service convenience and price in satisfying customers. Bank managers can focus on these factors to satisfy customers.
   Originality/value - The paper emphasizes the significance of service quality, price and SERVCON on customer satisfaction for Indian banking sector. It compares the multiple regression models for public and private sector banks.
C1 [Kaura, Vinita] Mody Inst Technol & Sci, Fac Management Studies, Lakshmangarh, India.
RP Kaura, V (reprint author), Mody Inst Technol & Sci, Fac Management Studies, Lakshmangarh, India.
EM kaura2005@rediffmail.com
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NR 50
TC 23
Z9 23
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2013
VL 31
IS 3
BP 167
EP 186
DI 10.1108/02652321311315285
PG 20
WC Business
SC Business & Economics
GA V0R6U
UT WOS:000216497100003
DA 2020-02-20
ER

PT J
AU Seiler, V
   Rudolf, M
   Krume, T
AF Seiler, Volker
   Rudolf, Markus
   Krume, Tim
TI The influence of socio-demographic variables on customer satisfaction
   and loyalty in the private banking industry
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Private banking; Customer satisfaction; Customer loyalty; Partial least
   squares (PLS); Socio-demographic variables; ANOVA
ID STRUCTURAL EQUATION MODELS; SERVICE QUALITY; MISSING-DATA; INVOLVEMENT;
   CONSEQUENCES; EXPECTATIONS; ANTECEDENTS; MODERATORS; MEDIATION; SCALE
AB Purpose - In this paper the authors aim to study the impact of customer demographics on service value, customer satisfaction, and customer loyalty in the private banking industry, i.e. a high-involvement context.
   Design/methodology/approach - The authors estimate a structural equation model with the help of partial least squares (PLS). In order to examine the influence of socio-demographic variables, they conduct an analysis of variance (ANOVA) to test for differences in the means of the constructs. Furthermore, they conduct an analysis of mediation to test for an indirect influence of service value on customer loyalty.
   Findings - The authors find that customer satisfaction has a strong positive impact on customer loyalty. However, service value has no significant direct effect on customer loyalty; the impact of service value on customer loyalty is completely mediated by customer satisfaction. With regards to customer demographics, the authors find significant differences in mean scores as to employment status, type of private banking service provider, and size of liquid assets.
   Research limitations/implications - Further research should analyse potential moderating effects of different customer-related variables. A replication study should be conducted in order to underline the authors' findings.
   Practical implications - The authors find significant differences for customer satisfaction and customer loyalty ratings as to employment status and size of liquid assets. Hence, managers should focus on high net worth and ultra high net worth individuals as these segments show higher satisfaction and loyalty ratings. Furthermore, customers should be segmented as to employment status in addition to size of liquid assets.
   Originality/value - The authors conduct their analysis in a high-involvement setting. Using a unique sample of 286 questionnaires of private banking customers, they find direct effects of socio-demographic variables on service value, customer satisfaction, and customer loyalty. Thus, the authors' findings have important implications for managers in the private banking industry and marketing researchers alike.
C1 [Seiler, Volker] Univ Paderborn, Econ, Paderborn, Germany.
   [Rudolf, Markus; Krume, Tim] WHU Otto Beisheim Sch Management, Finance, Vallendar, Germany.
   [Krume, Tim] DVFA Deutsch Vereinigung Finanzanalyse & Asset Ma, Frankfurt, Germany.
RP Seiler, V (reprint author), Univ Paderborn, Econ, Paderborn, Germany.
EM Volker.Seiler@wiwi.upb.de
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NR 86
TC 19
Z9 19
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2013
VL 31
IS 4
BP 235
EP 258
DI 10.1108/IJBM-10-2012-0101
PG 24
WC Business
SC Business & Economics
GA V0R7J
UT WOS:000216498600002
DA 2020-02-20
ER

PT J
AU Keisidou, E
   Sarigiannidis, L
   Maditinos, DI
   Thalassinos, EI
AF Keisidou, Elissavet
   Sarigiannidis, Lazaros
   Maditinos, Dimitrios I.
   Thalassinos, Eleftherios I.
TI Customer satisfaction, loyalty and financial performance A holistic
   approach of the Greek banking sector
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Customer satisfaction; Customer loyalty; Financial performance; Service
   quality; Image; Value; Brand credibility; Economics; Convenience;
   Tangibles; Banking; Greece
ID SERVICE QUALITY; RETAIL BANKING; BRAND CREDIBILITY; PROFITABILITY;
   PERCEPTIONS; MODEL; CONSEQUENCES; CONVENIENCE; ANTECEDENTS; DIMENSIONS
AB Purpose - The present paper is an attempt to provide a holistic approach of the Greek banking sector and how it operates.
   Design/methodology/approach - A survey was carried out in the banking sector of Greece in order to gather information regarding customer satisfaction and loyalty, while the financial data of the banks were attained from their annual financial statements. Structural equation modelling was used to test the hypotheses.
   Findings - It has been found that neither customer satisfaction nor loyalty has a significant impact on the financial performance of banks, while the remaining factors have indicated unprecedented results.
   Research limitations/implications - The main limitation of the study is the economic environment of Greece and the general crisis of the banking sector.
   Practical implications - The study provides an insight into the Greek banking sector and the interrelationships among the investigated factors, and how customer satisfaction and loyalty could be enhanced through the remaining factors.
   Originality/value - A new factor, the economics factor, was created and included in the study. Moreover, the tangibles factor was tested as an individual and not as part of service quality. Additionally, the present study is among the few that have incorporated customer satisfaction, loyalty and the financial performance of banks. To take it one step further, some more factors were included to present a more holistic approach of how customer satisfaction and loyalty are enhanced.
C1 [Keisidou, Elissavet; Sarigiannidis, Lazaros; Maditinos, Dimitrios I.] Technol Educ Inst Kavala, Dept Business Adm, Kavala, Greece.
   [Thalassinos, Eleftherios I.] Univ Piraeus, Dept Maritime Studies, Quantitat Methods & Int Econ & Finance, Piraeus, Greece.
   [Keisidou, Elissavet] Hatzistefanou Educ Grp, Member QLS, Xanthi, Greece.
   [Sarigiannidis, Lazaros] Kavala Inst Technol, Sch Business & Econ, Kavala, Greece.
   [Maditinos, Dimitrios I.] Kavala Inst Technol, Sch Business & Econ, Dept Business Adm, Business Adm & Informat Technol, Kavala, Greece.
RP Keisidou, E (reprint author), Technol Educ Inst Kavala, Dept Business Adm, Kavala, Greece.
EM elkcd@yahoo.gr
OI Thalassinos, Eleftherios/0000-0003-3526-4930
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NR 119
TC 27
Z9 27
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2013
VL 31
IS 4
BP 259
EP 288
DI 10.1108/IJBM-11-2012-0114
PG 30
WC Business
SC Business & Economics
GA V0R7J
UT WOS:000216498600003
DA 2020-02-20
ER

PT J
AU Lahteenmaki, I
   Natti, S
AF Lahteenmaki, Ilkka
   Natti, Satu
TI Obstacles to upgrading customer value-in-use in retail banking
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Retail banking; Customer orientation; Customer perceived value;
   Value-in-use; Banking; Customers
ID DOMINANT LOGIC; MARKET ORIENTATION; SERVICE QUALITY; VALUE CREATION;
   CO-CREATION
AB competitive edge, but developing the related organisational capabilities involves facing several obstacles that stem from the producer-orientation of the retail-banking business. This paper aims to focus on defining and describing those obstacles.
   Design/methodology/approach - An in-depth, qualitative single case study of a European retail bank was conducted.
   Findings - A retail bank can find it challenging, first, to understand the deepest meaning and character of customer value and, second, to harness the organisational attributes to deliver that value. The main barriers lie in the strong producer-oriented way of doing business, a lack of employee commitment, a strong product and sales orientation, a restrictive network, difficulties in seeing the profitability aspect of a new mindset, lack of conceptualisation and proper segmentation, and finally, silo-style bank organisations.
   Research limitations/implications - The research is focused on the retail-banking industry, while the findings are transferable to other retail finance businesses.
   Practical implications - Enhancing value creation may provide a competitive edge, but developing that edge means facing several obstacles, which may jeopardise the calculated positive return on investment. For management, understanding the value of the banking service in the customer's own context is critical.
   Originality/value - Developing customer experience and value-in-use has been suggested as a good starting point for customer orientation. However, research on its implications for organisations and potential obstacles to implementation remains scarce. This paper offers a detailed view on the organisational development necessary to generate value- in-use in a retail-banking context.
C1 [Lahteenmaki, Ilkka; Natti, Satu] Univ Oulu, Oulu Business Sch, Unit Mkt, Oulu, Finland.
RP Natti, S (reprint author), Univ Oulu, Oulu Business Sch, Unit Mkt, Oulu, Finland.
EM satu.natti@oulu.fi
OI Natti, Satu/0000-0002-0815-6152
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NR 45
TC 13
Z9 13
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2013
VL 31
IS 5
BP 334
EP 347
DI 10.1108/IJBM-11-2012-0109
PG 14
WC Business
SC Business & Economics
GA V0R7Z
UT WOS:000216500200002
DA 2020-02-20
ER

PT J
AU Bouvain, P
   Baumann, C
   Lundmark, E
AF Bouvain, Petra
   Baumann, Chris
   Lundmark, Erik
TI Corporate social responsibility in financial services A comparison of
   Chinese and East Asian banks vis-a-vis American banks
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Brand value; China; East Asia; Korea; Japan; Employees; Community;
   Confucianism; Environment; Corporate governance; Compliance; Corporate
   social responsibility; CSR
AB Purpose - This study compares the associations between Corporate Social Responsibility (CSR) and brand value in the financial services industry in East Asia and the USA.
   Design/methodology/approach - A sample of 84 major banks in East Asia (China, Hong Kong, Japan, South Korea and Taiwan) and the USA is used to test the links between CSR and brand value using ANOVA and multiple regressions.
   Findings - Brand value is positively related to CSR for the entire sample, but is associated with distinctively different CSR factors depending on the geographic markets. In Japan and South Korea brand value is associated with a bank's appreciation for its employees, while in China, brand value is linked to a focus on the community. East Asia's culture is rooted in Confucianism, a philosophy that emphasises caring for the "greater good" (i.e. for the community) and for one's subordinates. In contrast, Americans are more concerned with "green" issues, and subsequently caring for the environment is associated with brand value. In addition, corporate governance, or regulatory compliance, has a strong relationship with brand value for American banks.
   Research limitations/implications - The study emphasises the complexity of global brand management given that eastern and western companies exhibit distinct patterns regarding brand value. Specifically, our study shows that the links between CSR and brand value vary substantially between different countries and regions.
   Originality/value - This study investigates the association between CSR and brand value and establishes that different CSR aspects are linked to brand value for banks in East Asia and the USA. The study also establishes that CSR is not a universal concept, given that such distinct brand value-CSR links have been found for the different geographic markets under investigation.
C1 [Bouvain, Petra] Univ Canberra, Canberra, ACT, Australia.
   [Bouvain, Petra; Baumann, Chris; Lundmark, Erik] Macquarie Univ, N Ryde, NSW, Australia.
   [Baumann, Chris] Australia & Seoul Natl Univ, Seoul, South Korea.
RP Bouvain, P (reprint author), Univ Canberra, Canberra, ACT, Australia.
EM Petra.bouvain@canberra.edu.au
OI Lundmark, Erik/0000-0002-9417-1454; Baumann, Chris/0000-0001-7982-1060
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NR 116
TC 10
Z9 10
U1 0
U2 1
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2013
VL 31
IS 6
SI SI
BP 420
EP 439
DI 10.1108/IJBM-05-2012-0054
PG 20
WC Business
SC Business & Economics
GA V0R8H
UT WOS:000216501000002
DA 2020-02-20
ER

PT J
AU Marakarkandy, B
   Yajnik, N
AF Marakarkandy, Bijith
   Yajnik, Nilay
TI Re-examining and empirically validating the End User Computing
   Satisfaction models for satisfaction measurement in the internet banking
   context
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE End User Computing Satisfaction (EUCS); Internet banking; Structural
   equation modeling (SEM); India; Banking
ID CONFIRMATORY FACTOR-ANALYSIS; SERVICE QUALITY; INFORMATION-SYSTEMS;
   CUSTOMER SATISFACTION; PERCEIVED USEFULNESS; SAMPLE-SIZE; FIT;
   INSTRUMENT; TECHNOLOGY; ONLINE
AB Purpose - The main focus of the study was to validate the End User Computing Satisfaction (EUCS) model in the context of internet banking and to determine the major factors which contribute to level of satisfaction of internet banking users in India.
   Design/methodology/approach - A survey questionnaire was administered on internet banking users and a total of 387 responses were collected. A factor analysis on the 12 items used in the EUCS model with oblique (non-orthogonal) rotation and five fixed factors revealed the existence of the same latent constructs hypothesized in the original EUCS model. Confirmatory Factor Analysis (CFA) was then used to test and validate the four hypothesized models for model fit.
   Findings - The current study confirms the evidence found in extant literature that EUCS is a second-order construct. In this study the factor "Format" was found to have the highest loading and the factor "Content" had the lowest factor loading among all the five latent constructs in the EUCS model for internet banking. The factor "Accuracy" had the highest mean score and the factor "Content" had the lowest mean scores indicating that bank customers were satisfied with the accuracy of the information on the banks web site but were not comparatively satisfied by the information content on the web site.
   Research limitations/implications - This study was done based on a call by Pikkarainen et al. (2006) to validate the EUCS instrument for internet banking satisfaction in different countries to enhance the generalizability of the findings. This research is limited to samples from India and results of other countries need to be considered before a generalization of the findings can be made. This study will be useful to policy makers and banks to devise strategies for increasing the use of internet banking.
   Originality value - There is a myriad of literature on factors which lead to adoption of internet banking but extant literature on internet banking user satisfaction is limited particularly pertaining to banks operating in India. This study attempts to fill this gap in the literature.
C1 [Marakarkandy, Bijith; Yajnik, Nilay] NMIMS, Sch Business Management, Bombay, Maharashtra, India.
RP Marakarkandy, B (reprint author), NMIMS, Sch Business Management, Bombay, Maharashtra, India.
EM bijithm@hotmail.com
OI Marakarkandy, Bijith/0000-0001-9401-1795
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NR 78
TC 8
Z9 8
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2013
VL 31
IS 6
SI SI
BP 440
EP 455
DI 10.1108/IJBM-06-2013-0051
PG 16
WC Business
SC Business & Economics
GA V0R8H
UT WOS:000216501000003
DA 2020-02-20
ER

PT J
AU Phan, KN
   Ghantous, N
AF Kim Ngoc Phan
   Ghantous, Nabil
TI Managing brand associations to drive customers' trust and loyalty in
   Vietnamese banking
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Brand associations; Trust; Loyalty; Customers' experience; Corporate;
   Social compliance; Vietnam; Brands
ID INTERPERSONAL INFLUENCE; PHYSICAL-ENVIRONMENT; CORPORATE IMAGE; SERVICE;
   SUSCEPTIBILITY; EMPLOYEES; SATISFACTION; ANTECEDENTS; PERCEPTIONS;
   COMMITMENT
AB Purpose - Vietnamese banks have relied in the past on short-term promotional techniques and attractive interest rates instead of developing strong brands. This research investigates how customers' perceptions of bank brands drive their trust and loyalty. It also addresses how customers' experience and their social compliance moderate the impact of their brand perceptions on their trust and loyalty.
   Design/methodology/approach - Customers' perceptions are measured through brand associations based on the bank's functional elements, its personnel and its overall image. A structural equation model linking brand associations to customers' trust and loyalty is tested using data from a sample of 557 Vietnamese bank customers.
   Findings - The results indicate that the personnel-based brand associations are the strongest driver of trust and have a negative direct impact on loyalty, while functional and corporate-based associations have a stronger impact on loyalty. Trust strongly mediates brand associations' impact on loyalty. In addition, corporate-based associations have a stronger impact on trust and loyalty for customers with little direct experience with the bank and personnel-based associations have a stronger impact for socially compliant customers.
   Practical implications - The findings indicate how different brand associations can be leveraged to trigger customers' trust and loyalty in the Vietnamese banking sector. Moderating effects of the extent of customers' experience imply that bank brand managers should integrate the customer relationship lifecycle in their segmentation/targeting and in their customer-brand relationship management.
   Originality/value - This study highlights the potential of branding in the Vietnamese banking industry as a strategy to build strong customer relationships. It also strongly points out the need for brand managers to take into consideration the Vietnamese context and more precisely customers' lack of banking experience and their tendency to social compliance.
C1 [Kim Ngoc Phan] Aix Marseille Univ, Fac Econ & Gest EA 4225, CERGAM, Serv Mkt, Marseille, Aix En Provence, France.
   [Ghantous, Nabil] Aix Marseille Univ, Fac Econ & Gest EA 4225, CERGAM, Serv Mkt, Marseille, Aix En Provence, France.
RP Phan, KN (reprint author), Aix Marseille Univ, Fac Econ & Gest EA 4225, CERGAM, Serv Mkt, Marseille, Aix En Provence, France.
EM Kim.phan@univ-amu.fr
CR Andrade N., 2008, MCKINSEY Q
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NR 80
TC 16
Z9 16
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2013
VL 31
IS 6
SI SI
BP 456
EP 480
DI 10.1108/IJBM-04-2013-0038
PG 25
WC Business
SC Business & Economics
GA V0R8H
UT WOS:000216501000004
DA 2020-02-20
ER

PT J
AU Choudhury, K
AF Choudhury, Koushiki
TI Service quality and customers' purchase intentions: an empirical study
   of the Indian banking sector
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE SERVQUAL; Service; Purchase intentions; Regression
ID CONSUMER PERCEPTIONS; EXPECTATIONS; MODEL
AB Purpose - The purpose of this paper is to understand the dimensionality of customer-perceived service quality and investigate the influence of service quality on customers' purchase intentions.
   Design/methodology/approach - A modified SERVQUAL instrument was used to capture customers' perceptions of service quality followed by exploratory factor analysis to study the dimensionality of service quality in retail banking. Multiple regression was used to probe the influence of the dimensions of service quality on purchase intentions.
   Findings - The results of the study provide strong support for the predictive power of perceived service quality on customers' purchase intentions and shows that reliability is most important for influencing customers' purchase intentions, followed by employee behaviour, tangibles and convenience.
   Research limitations/implications - Refinement of the scale for measuring service quality in retail banking is possible based on future newer trends in retail banking. Multiple measures of the purchase intentions construct may also be considered in future research.
   Practical implications - Retail bank managers must realise the importance of reliability as the strongest driver for purchase intentions. Performing the service dependably and accurately is the heart of service marketing excellence. When a company performs a service carelessly, when it makes avoidable mistakes, it shakes customers' confidence in its capabilities and undermines its chances of earning a reputation for service excellence.
   Originality/value - The study explores the relationship between service quality and purchase intentions by linking both constructs at their dimensional level. This increases the diagnostics of explaining customers' purchase intentions.
C1 [Choudhury, Koushiki] IIM Calcutta, Kolkata, India.
RP Choudhury, K (reprint author), IIM Calcutta, Kolkata, India.
EM koushikic@hotmail.com
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NR 48
TC 37
Z9 37
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2013
VL 31
IS 7
BP 529
EP 543
DI 10.1108/IJBM-02-2013-0009
PG 15
WC Business
SC Business & Economics
GA V0R8Y
UT WOS:000216502700003
DA 2020-02-20
ER

PT J
AU Amirzadeh, R
   Shoorvarzy, MR
AF Amirzadeh, Rasoul
   Shoorvarzy, Mohammad Reza
TI Prioritizing service quality factors in Iranian Islamic banking using a
   fuzzy approach
SO INTERNATIONAL JOURNAL OF ISLAMIC AND MIDDLE EASTERN FINANCE AND
   MANAGEMENT
LA English
DT Article
DE Customer services quality; Fuzzy logic; Islamic banking; SERVQUAL;
   Service quality assurance; Customer service management; Islam; Banking
ID CONSUMER PERCEPTIONS; SELECTION; MODEL
AB Purpose - The aim of the present research is firstly to examine and recognize the quality elements of services in the banks by SERVQUAL instrument and some Islamic banking factors. Secondly, the aim is to prioritize these factors based on fuzzy TOPSIS. Fuzzy logic provides a useful tool for dealing with decisions in which the phenomena are vague.
   Design/methodology/approach - The present research was performed among bank customers. The required information was gathered through a designed questionnaire. Using fuzzy set theory, customers' perceptions of service quality are generally expressed subjectively in vague linguistic terms, and this paper tries to apply a fuzzy approach to service quality.
   Findings - The result of this study shows that "short and suitable queue"and "confident and reliable staff"are the most important quality factors in bank service and on the other hand, "being equal with Islamic doctrines"and "accessible branches"are the least significant factors of service quality in the view of Iranian bank customers.
   Practical implications - The results of the present research will be useful for bank decision makers to pay particular attention to indicators of most or least importance.
   Originality/value - The concept of ranking quality factors in banking service using fuzzy TOPSIS is a new approach, especially in the field of Islamic banking. Banks have huge budgets, which can then be allocated for indicators of higher importance when the importance of each factor is determined.
C1 [Amirzadeh, Rasoul; Shoorvarzy, Mohammad Reza] Islamic Azad Univ, Dept Management, Neyshabur, Iran.
RP Amirzadeh, R (reprint author), Islamic Azad Univ, Dept Management, Neyshabur, Iran.
EM am.rasoul@gmail.com
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NR 39
TC 10
Z9 10
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1753-8394
EI 1753-8408
J9 INT J ISLAMIC MIDDLE
JI Int.J. Islamic Middle Eastern Finance Manag.
PY 2013
VL 6
IS 1
BP 64
EP 78
DI 10.1108/17538391311310752
PG 15
WC Business, Finance; Management
SC Business & Economics
GA V13AO
UT WOS:000214386500005
DA 2020-02-20
ER

PT J
AU Demoulin, NTM
   Djelassi, S
AF Demoulin, Nathalie T. M.
   Djelassi, Souad
TI Customer responses to waits for online banking service delivery
SO INTERNATIONAL JOURNAL OF RETAIL & DISTRIBUTION MANAGEMENT
LA English
DT Article
DE Delivery time; Online banking service; Service evaluation; Worry; Anger;
   Wait acceptability; Delivery; Service delivery; Banking; Virtual banking
AB Purpose - This study aims to examine the effect of situational factors, related to transactions and waiting, on customers' cognitive and affective responses to service delivery time, including their service evaluations.
   Design/methodology/approach - A web-based survey included customers of an online credit company.
   Findings - The authors' results demonstrate that disconfirmation influences cognitive but not affective responses. Both transaction importance and opportunity waiting cost influence wait acceptability, and transaction importance moderates the relationship between disconfirmation and wait acceptability. Delivery time worry and transaction worry increase negative affective responses; affective and cognitive responses then determine service evaluation. Opportunity waiting costs increase the positive effect of wait acceptability on service evaluation.
   Research limitations/implications - The main limitations pertain to the small sample size and the restriction of the survey to customers of only one financial company.
   Practical implications - The derived guidelines suggest how banks can improve service evaluations by modifying consumer time expectations, as well as reducing opportunity waiting cost, delivery time worry, and transaction worry.
   Originality/value - The conceptualization of service delivery time refers to waiting outside the company's premises, as opposed to in-line waiting on company premises. This study considers the influence of situational factors, such as transaction importance, transaction worry, waiting cost, and delivery time worry, on customers' reactions to service delivery time in the context of online banking services.
C1 [Demoulin, Nathalie T. M.] CNRS, LEM, IESEG Sch Management, Mkt & Int Negotiat Dept, Lille, France.
   [Djelassi, Souad] Univ Lille North France, Mkt Techn Dept, IUT C Lille 2, Mkt, Roubaix, France.
RP Demoulin, NTM (reprint author), CNRS, LEM, IESEG Sch Management, Mkt & Int Negotiat Dept, Lille, France.
EM n.demoulin@ieseg.fr
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NR 54
TC 6
Z9 7
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0959-0552
EI 1758-6690
J9 INT J RETAIL DISTRIB
JI Int. J. Retail Distrib. Manag.
PY 2013
VL 41
IS 6
BP 442
EP +
DI 10.1108/09590551311330825
PG 20
WC Business; Management
SC Business & Economics
GA V78KG
UT WOS:000212045700003
DA 2020-02-20
ER

PT J
AU Devaney, M
   Weber, WL
AF Devaney, Michael
   Weber, William L.
TI Short-sell moratorium effects on regional bank performance
SO JOURNAL OF FINANCIAL ECONOMIC POLICY
LA English
DT Article
DE GARCH; SEC short-sell moratorium; Banks; Risk management; Securities;
   United States of America; Economic policy; Securities and Exchange
   Commission
AB Purpose - The purpose of this paper is to investigate the effects of the 2008 SEC short-sell moratorium on regional bank risk and return. The paper also examines the decline in "failures to deliver"securities in the wake of SEC short-sell moratorium.
   Design/methodology/approach - In total, six regional bank portfolios are derived and the beta coefficients from a CAPM model are estimated using the integrated generalized autoregressive conditional heteroskedasticity (IGARCH) method accounting for the short-sell moratorium. Data on 110 regional banks in six US regions from January 2002 to December 30, 2011 are used to estimate the model.
   Findings - The ban on naked short selling and the SEC short-sell moratorium significantly increased individual bank risk for a majority of banks in six geographic regions, but also increased return in three of three regions. There was also reduced naked short selling as failures to deliver securities declined sharply after the September 2008 moratorium took effect.
   Originality/value - Regional banks have generally not achieved the size needed to be deemed "too big to fail"by policy-makers. Thus, policy changes such as the SEC short-sell moratorium might be expected to have larger effects on regional banks than on larger banks, which might be shielded from the policy change by having achieved "too big to fail"status. The authors' results are consistent with research that has shown that short-sell restrictions increase risk by reducing liquidity and trading volume.
C1 [Devaney, Michael] Southeast Missouri State Univ, Dept Econ & Finance, Financial Inst & Real Estate Finance, Cape Girardeau, MO 63701 USA.
   [Weber, William L.] Southeast Missouri State Univ, Dept Econ & Finance, Financial Inst Econometr & Environm Econ, Cape Girardeau, MO 63701 USA.
RP Weber, WL (reprint author), Southeast Missouri State Univ, Dept Econ & Finance, Financial Inst Econometr & Environm Econ, Cape Girardeau, MO 63701 USA.
EM wlweber@semo.edu
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NR 51
TC 0
Z9 0
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1757-6385
EI 1757-6393
J9 J FINAN ECON POLICY
JI J. Finan. Econ. Policy
PY 2013
VL 5
IS 2
BP 92
EP 110
DI 10.1108/17576381311329652
PG 19
WC Economics
SC Business & Economics
GA V19HS
UT WOS:000214810700001
DA 2020-02-20
ER

PT J
AU Aring;strom, ZHO
AF Astrom, Z. Hafsa Orhan
TI Survey on customer related studies in Islamic banking
SO JOURNAL OF ISLAMIC MARKETING
LA English
DT Review
DE Surveys; Customer related studies; Islamic banking; Banks; Islam
ID SERVICE QUALITY; SATISFACTION; PERCEPTION; AWARENESS; PRODUCTS
AB Purpose - The aim of this paper is to make a critical review of the selected customer related studies in Islamic banking.
   Design/methodology/approach - In accordance with the aim, the selection criteria is decided to include the studies which have at least one citation according to a publicly available citation count database as of January 2013 and the subjectively selected uncited studies from recent years. According to the selection criteria, in total, 50 journal articles for the period of 1989-2013 are reviewed.
   Findings - This work identifies the main research subjects, the distribution for these subjects, the general characteristics of research methodologies and methods, the strengths and weaknesses of the studies and the direction of the research area.
   Practical implications - The foremost contributions of this work are that a researcher or someone who is interested in Islamic banking based customer related studies can attain a detailed picture about the most common research subjects, methodologies, methods and the country in which the study is conducted. And, the general evaluation can be utilized as a directive element for future research.
   Social implications - The basic implication of this work is the call for more industry connections, i.e. to conduct customer related studies due to the needs, reservations and concerns of Islamic banks.
   Originality/value - There is not yet a literature review work regarding to the research area of Islamic banking based customer related studies. This work is an attempt to fill in this gap.
C1 [Astrom, Z. Hafsa Orhan] Int Univ Sarajevo, Fac Econ & Business Adm, Sarajevo, Bosnia & Herceg.
RP Aring;strom, ZHO (reprint author), Int Univ Sarajevo, Fac Econ & Business Adm, Sarajevo, Bosnia & Herceg.
EM hafsaorhan82@hotmail.com
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NR 51
TC 10
Z9 10
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1759-0833
EI 1759-0841
J9 J ISLAMIC MARK
JI J. Islamic Mark.
PY 2013
VL 4
IS 3
BP 294
EP 305
DI 10.1108/JIMA-07-2012-0040
PG 12
WC Business
SC Business & Economics
GA V09OA
UT WOS:000214151100005
DA 2020-02-20
ER

PT J
AU Klaus, P
   Nguyen, B
AF Klaus, Phil
   Nguyen, Bang
TI Exploring the role of the online customer experience in firms'
   multi-channel strategy: an empirical analysis of the retail banking
   services sector
SO JOURNAL OF STRATEGIC MARKETING
LA English
DT Article
DE customer experience; marketing strategy; multi-channel management;
   social media; segmentation; marketing practice
AB The concept of online customer service experience (OCSE) has recently received great interest from academia and businesses alike. Despite the belief that providing superb online experiences will influence customers' behaviour, most of the research focuses solely on the customer perspective rather than the firm's strategic viewpoint. This study investigates current strategies of retail banking service, developing a much-needed typology of such practices. Based on in-depth interviews with senior executives, using the Emerging Consensus Technique (ECT) method, we explore firms offering more and more sophisticated online tools to compete for contemporary, digitalized customers. We propose a typology of online channel strategies and management based on five dimensions: (1) key objectives; (2) business processes; (3) benefits; (4) integration; and (5) outlook. Three emerging categories differentiate strategies and practice into introducers, converters and integrators. We highlight current and future roles of online channels, social media and their strategic implications for the financial services sector.
C1 [Klaus, Phil] ESCE Int Business Sch, Experience & Mkt Strategy, Paris, France.
   [Nguyen, Bang] China Europe Int Business Sch, Shanghai, Peoples R China.
RP Klaus, P (reprint author), ESCE Int Business Sch, Experience & Mkt Strategy, Paris, France.
EM profdrphilklaus@gmail.com
RI Klaus, Philipp/A-4389-2013
OI Klaus, Philipp/0000-0002-1500-064X; Nguyen, Bang/0000-0003-1969-9491
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NR 52
TC 26
Z9 26
U1 0
U2 0
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 0965-254X
EI 1466-4488
J9 J STRATEG MARK
JI J. Strateg. Mark.
PY 2013
VL 21
IS 5
BP 429
EP 442
DI 10.1080/0965254X.2013.801610
PG 14
WC Business
SC Business & Economics
GA V63VC
UT WOS:000211059900005
DA 2020-02-20
ER

PT J
AU Kaura, V
   Prasad, CSD
   Sharma, S
AF Kaura, Vinita
   Prasad, Chalasani
   Sharma, Sourabh
TI Customer perception of service quality and perceived price and fairness:
   a comparison between public and new private sector banks
SO JOURNAL OF STRATEGIC MARKETING
LA English
DT Article
DE service quality; tangibility; information technology; human behaviour;
   perceived price and fairness
ID CONSUMER PERCEPTIONS; MODEL; SATISFACTION; LOYALTY
AB This study examines the difference between public sector and new private sector banks with reference to service quality and perceived price and fairness. Dimensions of service quality are tangibility, information technology and human behaviour. A cross-sectional research project on 445 retail banking customers through a structured questionnaire was conducted. The population of the study is valued retail urban customers of public and new private sector banks in Rajasthan, who frequently visit bank premises for transactions, have accounts in at least two banks and have availed of at least one IT-based service. Results reveal that new private sector bank customers' mean score is found more than public sector bank customers' for service quality dimensions. For perceived price and fairness public sector bank customers' mean score is found to be more than new private sector bank customers'. This study explains the difference of service quality and perceived price and fairness between public and new private sector banks. It also identifies underlying reasons for these differences to understand the finer nuances of the Indian banking sector.
C1 [Kaura, Vinita; Prasad, Chalasani; Sharma, Sourabh] Mody Inst Technol & Sci, Fac Management Studies, Lakshmangarh, India.
RP Kaura, V (reprint author), Mody Inst Technol & Sci, Fac Management Studies, Lakshmangarh, India.
EM kaura2005@rediffmail.com
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NR 38
TC 1
Z9 1
U1 0
U2 0
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 0965-254X
EI 1466-4488
J9 J STRATEG MARK
JI J. Strateg. Mark.
PY 2013
VL 21
IS 6
BP 513
EP 528
DI 10.1080/0965254X.2013.804859
PG 16
WC Business
SC Business & Economics
GA V63VK
UT WOS:000211060700005
DA 2020-02-20
ER

PT J
AU Ple, L
AF Ple, Loic
TI How does the customer fit in relational coordination? An empirical study
   in multichannel retail banking
SO MANAGEMENT
LA English
DT Article
DE Relational coordination; customer participation; retail banking;
   multichannel
ID MANAGING CUSTOMERS; SERVICE ENCOUNTERS; INPUT UNCERTAINTY;
   PARTICIPATION; ORGANIZATIONS; PERFORMANCE; COPRODUCTION; EMPLOYEES;
   FRAMEWORK; CONSUMER
AB Although their importance in service operations is widely acknowledged in services marketing literature, the place and role of customers in organizational theories remain unclear. In particular, the way customers may influence the firm's intra-organizational coordination has received little attention. By combining services marketing and intra-organizational coordination theories, this paper contends that customers may influence the coordination process among service employees, also called relational coordination. Relational coordination is a process that focuses on the interactions among the roles endorsed by employees who participate in this process, carried out through communication and a web of relationships among these participants. It is argued here that customers should be included among the set of participants in relational coordination; they might influence relational coordination among service employees through the way service employees perceive customer participation (CP) in service processes.
   This article proposes a conceptual framework of the potential influence of CP on relational coordination among frontline service employees, by reporting the findings of case studies carried out in two multichannel retail banks. The data analysis offers two main results. First, the way in which frontline employees perceive inputs (i.e., what customers bring to service processes) and the antecedents of CP (i.e., reasons customers participate in service processes) appears to influence relational coordination among employees. Second, this influence seems to be moderated by the nature and history of the customer-employee interaction. The data analysis also suggests mutual leniency as a potential new sub-dimension of the relationship dimension of relational coordination. Presented as five propositions, these results offer some limitations and further research directions discussed at the end of the paper.
C1 [Ple, Loic] ISEG Sch Management, LEM UMR 8179, CETI, Puteaux La Defense, France.
RP Ple, L (reprint author), ISEG Sch Management, LEM UMR 8179, CETI, Puteaux La Defense, France.
EM l.ple@ieseg.fr
RI Ple, Loic/AAE-4561-2020
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NR 87
TC 4
Z9 4
U1 0
U2 2
PU ASSOC INT MANAGEMENT STRATEGIQUE-AIMS
PI NANTES CEDEX 3
PA AUDENCIA NANTES-ECOLE DE MANAGEMENT, 8 RTE DE LA JONELIERE, BP 31222,
   NANTES CEDEX 3, 44312, FRANCE
SN 1286-4692
J9 MANAGEMENT
JI Management
PY 2013
VL 16
IS 1
BP 1
EP 30
PG 30
WC Management
SC Business & Economics
GA V04WJ
UT WOS:000213834800001
DA 2020-02-20
ER

PT J
AU Rashid, M
   Abdeljawad, I
   Ngalim, SM
   Hassan, MK
AF Rashid, Mamunur
   Abdeljawad, Islam
   Ngalim, Siti Manisah
   Hassan, M. Kabir
TI Customer-centric corporate social responsibility A framework for Islamic
   banks on ethical efficiency
SO MANAGEMENT RESEARCH REVIEW
LA English
DT Article
DE Islam; Banks; Corporate social responsibility; Ethics; Bangladesh;
   Malaysia; United Arab Emirates; Bahrain; Kuwait; Saudi Arabia;
   Customer-centric CSR; Efficient ethics; Islamic banks; Ethical Identity
AB Purpose - The purpose of this paper is to investigate customer-centric corporate social responsibility (CSR) in Islamic banks of Bangladesh, Malaysia and the Arabian Gulf Region. The new framework is found from the incomplete link between managerial motivation and their actual involvement with CSR activities.
   Design/methodology/approach - The study uses annual reports of 16 Islamic banks from three regions. Using content analysis method, the study produces an ethical identity index on eight dimensions. The average index scores are ranked to get a view of the importance given by Islamic banks to the path of social responsibility.
   Findings - In this study, the customer-centric CSR framework assumes that there are two layers of CSR involvement in Islamic banks. The upper layer assures the commitment towards Allah (SWT) by operating under Islamic Shari'ah. The bottom layer ensures the commitment towards customers, employees and society. The reports of Islamic banks show that the selected banks are too customer centric and efficiency driven. However, that efficiency is targeted at the cost of sacrificing Shari'ah norms. Their commitments to basic Islamic rules fall far behind the average.
   Research limitations/implications - The study uses content analysis of the annual report to identify CSR involvement of the Islamic banks. There are various issues related to CSR and corporate management that are not reported in annual reports. Moreover, disclosure norms and regulation also have an influence on reporting standards. Thus, this study is limited to what is found in the reports only.
   Originality/value - The study contributes to the existing literature on customer-centric CSR and customer-centric marketing. There is evidence that the findings from this study are consistent with other studies. Islamic banks are becoming customer centric because of the competition from conventional banks. However, they must not forget the very essence of the establishment of these banks which is the spiritual freedom based upon sole submission to Allah (SWT).
C1 [Rashid, Mamunur; Abdeljawad, Islam; Ngalim, Siti Manisah] Univ Kebangsaan Malaysia, Grad Sch Business, Bangi, Malaysia.
   [Hassan, M. Kabir] Univ New Orleans, Dept Econ & Finance, New Orleans, LA 70148 USA.
RP Rashid, M (reprint author), Univ Kebangsaan Malaysia, Grad Sch Business, Bangi, Malaysia.
EM mamun.finance@gmail.com
RI Rashid, Mamunur/R-3106-2019; Abdeljawad, Islam/E-4651-2012
OI Rashid, Mamunur/0000-0002-6688-5740; Abdeljawad,
   Islam/0000-0003-2625-698X
CR Aguilera RV, 2007, ACAD MANAGE REV, V32, P836, DOI 10.5465/AMR.2007.25275678
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NR 38
TC 18
Z9 18
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 2040-8269
EI 2040-8277
J9 MANAG RES REV
JI Manag. Res. Rev.
PY 2013
VL 36
IS 4
SI SI
BP 359
EP 378
DI 10.1108/01409171311314978
PG 20
WC Management
SC Business & Economics
GA V98UE
UT WOS:000213423500003
DA 2020-02-20
ER

PT J
AU Laksamana, P
   Wong, D
   Kingshott, RPJ
   Muchtar, F
AF Laksamana, Patria
   Wong, David
   Kingshott, Russel P. J.
   Muchtar, Fatimah
TI The role of interaction quality and switching costs in premium banking
   services
SO MARKETING INTELLIGENCE & PLANNING
LA English
DT Article
DE Commitment-trust model; Relationship marketing; Switching costs;
   Interaction quality; Continuance commitment; Premium banking services;
   Banking
AB Purpose - This paper aims to re-examine the commitment-trust model in the context of premium banking services. In line with Toncar and Munch, the authors seek to develop an extension to the model because of the need to encapsulate contextual variables that constrain the link between the core relationship marketing constructs of trust and commitment.
   Design/methodology/approach - A series of qualitative interviews were administered with bank relationship managers and premium banking customers. This enabled the concurrent consideration of both bank and customer views that helped to establish converging lines of thought within the bank-customer relationship.
   Findings - The authors' findings provided evidence of the commitment- trust link, and in particular continuance-based commitment, within the context of premium banking relationships. By triangulating their findings with current thinking in relationship marketing literature, the authors present propositions for interaction quality and switching costs to be salientmoderators between trust and commitment in this premiumsegment. A conceptualmodel that outlines the interplay between these four constructs is offered.
   Originality/value - Few have examined the commitment- trust link in light of moderator variables within retail banking services, and this research is the first to examine this specifically in the premium banking segment where customers are likely to be financially savvier and less knowledge dependent. This research therefore takes the first step in developing an extension to the commitment- trust model for this segment, and forms the basis for further empirical research to examine the specific impact of interaction quality and switching costs, particularly in relation to continuance-based commitment.
C1 [Laksamana, Patria] ABFI Inst Perbanas, Dept Mkt, Jakarta, Indonesia.
   [Wong, David] Curtin Univ, Perth, WA 6845, Australia.
   [Kingshott, Russel P. J.] Curtin Univ, Sch Mkt, Perth, WA 6845, Australia.
   [Muchtar, Fatimah] Univ Indonesia, Dept Mkt, Jakarta, Indonesia.
RP Wong, D (reprint author), Curtin Univ, Perth, WA 6845, Australia.
EM David.wong@cbs.curtin.edu.au
RI Kingshott, Russel/I-3027-2017
OI Kingshott, Russel/0000-0003-3749-9813
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NR 113
TC 7
Z9 7
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0263-4503
EI 1758-8049
J9 MARK INTELL PLAN
JI Mark. Intell. Plan.
PY 2013
VL 31
IS 3
BP 229
EP 249
DI 10.1108/02634501311324591
PG 21
WC Business
SC Business & Economics
GA V59QZ
UT WOS:000210778800003
DA 2020-02-20
ER

PT J
AU Singh, R
   Agarwal, S
AF Singh, Ramendra
   Agarwal, Sharad
TI Does CSR orientation reflect stakeholder relationship marketing
   orientation? An empirical examination of Indian banks
SO MARKETING INTELLIGENCE & PLANNING
LA English
DT Article
DE Corporate social responsibility; Relationship marketing; Banks; India
AB Purpose - The purpose of this paper is to address two research questions: First, are business metrics of Indian banks associated with its CSR orientation? Second, is the CSR orientation of banks focused on areas which are driven by nature of its target markets, such that there is an alignment between CSR orientation and benefits accrued to its stakeholder segments, directly or indirectly?
   Design/methodology/approach - The authors analyze 49 Indian banks (25 public sector, 15 private sector and nine foreign banks) operating in India based on data available from the banks' web sites, annual reports and sustainability/CSR reports (if available). From content analysis, the data were into seven categories - Education, Health, Community Welfare, Entrepreneurship Development, Environment, Market Place, and Rural Development.
   Findings - The results indicate that CSR orientation of Indian Banks differ only based on ownership, number of employees, and date of its incorporation in the areas of Environment & Rural development (for ownership), Community Welfare, Environment, and Rural development (for number of employees), and Environment, and market place (for date of its incorporation).
   Research limitations/implications - The findings of this study should be confirmed in future studies since this study is based on qualitative analysis of information shared by banks on their CSR activities and programs.
   Practical implications - Bank managers need to identify and focus on areas in which CSR orientation can give them more strategic advantage in building relationship with its stakeholders. Doing so would help in meeting the expectations of the stakeholder expectations successfully.
   Originality/value - This paper contributes to literature in many ways. It adds to the nascent body of knowledge on CSR orientation as an alternate relationship marketing strategy, which merits more attention from researchers.
C1 [Singh, Ramendra] Indian Inst Management Calcutta, Kolkata, India.
   [Agarwal, Sharad] Indian Inst Management Ranchi, Dept Mkt, Ranchi, Bihar, India.
RP Singh, R (reprint author), Indian Inst Management Calcutta, Kolkata, India.
EM ramendra@iimcal.ac.in
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NR 73
TC 12
Z9 12
U1 0
U2 1
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0263-4503
EI 1758-8049
J9 MARK INTELL PLAN
JI Mark. Intell. Plan.
PY 2013
VL 31
IS 4
BP 405
EP +
DI 10.1108/02634501311324870
PG 17
WC Business
SC Business & Economics
GA V59RD
UT WOS:000210779200005
DA 2020-02-20
ER

PT J
AU Amiruddin, R
   Aman, A
   Auzair, SM
   Hamzah, N
   Maelah, R
AF Amiruddin, Rozita
   Aman, Aini
   Auzair, Sofiah
   Hamzah, Noradiva
   Maelah, Ruhanita
TI Mitigating risks in a shared service relationship: the case of a
   Malaysian bank
SO QUALITATIVE RESEARCH IN ACCOUNTING AND MANAGEMENT
LA English
DT Article
DE Management control systems; Shared services; Internal outsourcing;
   Performance risk; Relational risk
AB Purpose - A shared service (SS) arrangement involves an intra-firm interrelationship, since the SS centre (SSC), operated as an independent business unit, provides services to clients who are other independent business units in the same company group. The purpose of this study is to provide an understanding of risks and controls used in mitigating SS risks.
   Design/methodology/approach - This study adopts a qualitative approach using a case study of a SSC in a bank group in Malaysia. The risks and control framework developed by Das and Teng was used to analyse the appropriate control mechanisms for mitigating internal outsourcing risks, namely relational risk and performance risk.
   Findings - The main relational risk identified is the possibility of opportunistic behaviour. However, this risk could be mitigated through social control especially when both parties share norms and values. Performance risks in SSC are mainly related to unsatisfactory services in terms of incomplete information, system errors and human mistakes. These risks could be mitigated using either behaviour control or output control. Behaviour control can be exercised through performance reporting, while output control can be achieved through key performance indicators (KPIs) and service level agreements (SLA).
   Research limitations/implications - This study is limited to a single case study of a SSC with a certain type of arrangement and discusses business process outsourcing (BPO) in general. Future research may examine cases with other SS arrangements, detailed examination of each BPO and incorporate multi-perspective views from both SSC and their clients. Issues concerning changes in control in the evolving situation of SSC and bargaining power and trust in mitigating SSC risks are also worth exploring.
   Practical implications - The study's findings enable practitioners to draw insights to develop effective control strategies to mitigate risks in intra-organizational relationships such as SSC.
   Originality/value - The paper adds to our knowledge of control mechanisms for mitigating risks in the SS relationship, which is a relatively new concept in the literature.
C1 [Amiruddin, Rozita; Aman, Aini; Auzair, Sofiah; Hamzah, Noradiva; Maelah, Ruhanita] Univ Kebangsaan Malaysia, Sch Accounting, Fac Econ & Business, Bangi, Selangor, Malaysia.
RP Amiruddin, R (reprint author), Univ Kebangsaan Malaysia, Sch Accounting, Fac Econ & Business, Bangi, Selangor, Malaysia.
EM rozita@ukm.my
RI Maelah, Ruhanita/V-3732-2018; Aman, Aini/N-6790-2019
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NR 50
TC 9
Z9 9
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1176-6093
EI 1758-7654
J9 QUAL RES ACCOUNT MAN
JI Qual. Res. Account. Manag.
PY 2013
VL 10
IS 1
BP 78
EP +
DI 10.1108/11766091311316202
PG 17
WC Business, Finance; Management
SC Business & Economics
GA V69SY
UT WOS:000211459900004
DA 2020-02-20
ER

PT J
AU Munari, L
   Ielasi, F
   Bajetta, L
AF Munari, Luciano
   Ielasi, Federica
   Bajetta, Luisa
TI Customer satisfaction management in Italian banks
SO QUALITATIVE RESEARCH IN FINANCIAL MARKETS
LA English
DT Article
DE Customer satisfaction; Bank marketing; Banks; Italy
AB Purpose - The purpose of this paper is to present the results of a survey that aimed to analyse the state of organisational and operative evolution of the functions and activities overseeing customer satisfaction in Italian banks.
   Design/methodology/approach - The research was conducted by questionnaire, to which 92 banks responded, representative of 77 per cent of the total assets of the Italian banking system.
   Findings - The analysis of the results makes it possible to highlight the current approaches aimed at managing customer satisfaction, as well as the extent of integration between this and other management processes within the banks surveyed. The authors found that in these banks customer satisfaction is no longer a staff activity but increasingly a line activity, it involves the responsibility of top management and is a key indicator in staff incentive schemes.
   Originality/value - The research aims to contribute to the literature on customer satisfaction on the one hand, by verifying if and how banks measure and manage some of the customer satisfaction cause-effect relationships investigated by studies on the subject and, on the other hand, by focusing attention on organisation and internal processes aimed to support the assessment and improvement of customer satisfaction.
C1 [Munari, Luciano] Univ Parma, Dept Econ, Parma, Italy.
   [Ielasi, Federica] SDA Bocconi, Intermediazione Finanziaria & Assicurazioni, Milan, Italy.
   [Bajetta, Luisa] Associazione Bancaria Italiana, Direzione Strategie & Mercati Finanziari, Ufficio Analisi Gestionali, Rome, Italy.
   [Bajetta, Luisa] Italian Banking Assoc, Mkt & Customer Satisfact Res, Rome, Italy.
RP Ielasi, F (reprint author), SDA Bocconi, Intermediazione Finanziaria & Assicurazioni, Milan, Italy.
EM federica.ielasi@sdabocconi.it
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NR 55
TC 13
Z9 13
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1755-4179
J9 QUAL RES FINANC MARK
JI Qual. Res. Financ. Mark.
PY 2013
VL 5
IS 2
BP 139
EP 160
DI 10.1108/QRFM-11-2011-0028
PG 22
WC Business, Finance
SC Business & Economics
GA V12GU
UT WOS:000214335100002
DA 2020-02-20
ER

PT J
AU Chatterjee, S
   Gordon, G
AF Chatterjee, Satyajit
   Gordon, Grey
TI Dealing with consumer default: Bankruptcy vs garnishment
SO JOURNAL OF MONETARY ECONOMICS
LA English
DT Article
ID IDIOSYNCRATIC RISK
AB What are the positive and normative implications of eliminating bankruptcy protection for indebted individuals? Without bankruptcy protection, creditors can collect on defaulted debt to the extent permitted by wage garnishment laws. The elimination lowers the default premium on unsecured debt and permits low-net-worth individuals suffering bad earnings shocks to smooth consumption by borrowing. There is a large increase in consumer debt financed essentially by super-wealthy individuals, a modest drop in capital per worker, and a higher frequency of consumer default. Average welfare rises by 1% of consumption in perpetuity, with about 90% of households favoring the change. (C) 2012 Elsevier B.V. All rights reserved.
C1 [Chatterjee, Satyajit] Fed Reserve Bank Philadelphia, Res Dept, Philadelphia, PA 19106 USA.
   [Gordon, Grey] Indiana Univ, Dept Econ, Bloomington, IN 47405 USA.
RP Chatterjee, S (reprint author), Fed Reserve Bank Philadelphia, Res Dept, 10 Independence Mall, Philadelphia, PA 19106 USA.
EM chatterjee.satyajit@gmail.com
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NR 30
TC 12
Z9 12
U1 1
U2 8
PU ELSEVIER
PI AMSTERDAM
PA RADARWEG 29, 1043 NX AMSTERDAM, NETHERLANDS
SN 0304-3932
EI 1873-1295
J9 J MONETARY ECON
JI J. Monetary Econ.
PD DEC 15
PY 2012
VL 59
SU S
BP S1
EP S16
DI 10.1016/j.jmoneco.2012.10.021
PG 16
WC Business, Finance; Economics
SC Business & Economics
GA V38VI
UT WOS:000209370500001
DA 2020-02-20
ER

PT J
AU Hoehle, H
   Scornavacca, E
   Huff, S
AF Hoehle, Hartmut
   Scornavacca, Eusebio
   Huff, Sid
TI Three decades of research on consumer adoption and utilization of
   electronic banking channels: A literature analysis
SO DECISION SUPPORT SYSTEMS
LA English
DT Article
DE Electronic banking; Literature analysis; Adoption; Acceptance; Banking
   channels
ID TASK-TECHNOLOGY FIT; INTERNET BANKING; INFORMATION-TECHNOLOGY; USER
   ACCEPTANCE; MOBILE COMMERCE; SELF-SERVICE; RESISTANCE; MODEL; USAGE;
   PERCEPTIONS
AB The increased availability of electronically mediated self-service technologies in the banking industry has changed the way banks service their customers. Banking customers today can access, through a variety of different channels, sets of powerful tools which allow them to conduct analyses, make decisions and enact financial transactions via working from their home, office or elsewhere. Following practice, research into the adoption and use of electronic banking channels has grown substantially over the last three decades. However, banks seek further growth in consumer electronic banking. Prior research may not have identified all the issues involved in adoption and use and may be limited in other ways. Scholars face challenges researching this area due to fragmented findings and methods over three decades of study. The aim of this paper, therefore, is to empirically determine the 'state-of-play' of research in this field. Using a systematic and comprehensive review of 247 peer-reviewed articles from key research outlets, this paper reveals theories and methods used to study adoption of electronic banking channel at the individual level. Among other things, the findings indicate domains and issues which have been well- or under-researched, conceptual frameworks and principles which have been lightly- or substantially-drawn upon, as well as research methods which have been heavily- or under-utilized. In order to advance research in electronic banking, future researchers should consider diversifying their theoretical and methodological approaches using the opportunities uncovered in our findings. (C) 2012 Elsevier B.V. All rights reserved.
C1 [Hoehle, Hartmut] Australian Natl Univ, ANU Coll Business & Econ, Canberra, ACT 0200, Australia.
   [Scornavacca, Eusebio; Huff, Sid] Victoria Univ Wellington, Sch Informat Management, Wellington, New Zealand.
RP Hoehle, H (reprint author), Australian Natl Univ, ANU Coll Business & Econ, GPO Box 4, Canberra, ACT 0200, Australia.
EM Hartmut.Hoehle@anu.edu.au; Eusebio.Scornavacca@vuw.ac.nz;
   Sid.Huff@vuw.ac.nz
RI Scornavacca, Eusebio/AAI-2481-2019
OI Scornavacca, Eusebio/0000-0001-5289-1325; Hoehle,
   Hartmut/0000-0001-8117-0105
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NR 101
TC 80
Z9 82
U1 4
U2 132
PU ELSEVIER
PI AMSTERDAM
PA RADARWEG 29, 1043 NX AMSTERDAM, NETHERLANDS
SN 0167-9236
EI 1873-5797
J9 DECIS SUPPORT SYST
JI Decis. Support Syst.
PD DEC
PY 2012
VL 54
IS 1
BP 122
EP 132
DI 10.1016/j.dss.2012.04.010
PG 11
WC Computer Science, Artificial Intelligence; Computer Science, Information
   Systems; Operations Research & Management Science
SC Computer Science; Operations Research & Management Science
GA 065MI
UT WOS:000313152200011
DA 2020-02-20
ER

PT J
AU Alt, R
   Puschmann, T
AF Alt, Rainer
   Puschmann, Thomas
TI The rise of customer-oriented banking - electronic markets are paving
   the way for change in the financial industry
SO ELECTRONIC MARKETS
LA English
DT Article
DE Electronic markets; Banking IT innovations; Customer relationships;
   Banking; Social networks; Disintermediation; Financial market
   infrastructure
ID PERSPECTIVE; CHAINS
AB The banking industry has been a pioneer in adopting electronic markets with exchanges, clearinghouses, and multilateral trading facilities having become the backbone of today's globally integrated financial transactions. While most banks use the services of these electronic markets to handle interbank processes, they still strive for bilateral relations in the field of customer-facing processes. This position paper argues that the financial crises, the changing behavior of customers, upcoming innovations based on information technology (IT) and financial services offered by non-banks are strong drivers towards more customer-orientation in the financial industry. A large variety of banking IT innovations has emerged and illustrates that traditional banks are expected to have less power to impede competition at the customer interface and in consequence need to re-position themselves. Building on these developments on the one hand and existing electronic market infrastructures in the banking industry on the other, the concept of a customer-oriented financial market infrastructure is proposed as a possible future solution. The impact is illustrated using a competitive analysis of the banking industry and analogies to the media industry where new entrants from the computing industry have caused disruptive changes. Besides describing the threat to existing banks, the position paper also discusses the perspectives for banks.
C1 [Alt, Rainer] Univ Leipzig, D-04109 Leipzig, Germany.
   [Puschmann, Thomas] Business Engn Inst St Gallen, CH-9001 St Gallen, Switzerland.
RP Alt, R (reprint author), Univ Leipzig, Grimma Str 12, D-04109 Leipzig, Germany.
EM rainer.alt@uni-leipzig.de; thomas.puschmann@bei-sg.ch
RI Alt, Rainer/U-6769-2018
OI Alt, Rainer/0000-0002-6395-0658
CR Alexa, 2012, WEB INFORM CO
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NR 48
TC 23
Z9 23
U1 3
U2 69
PU SPRINGER HEIDELBERG
PI HEIDELBERG
PA TIERGARTENSTRASSE 17, D-69121 HEIDELBERG, GERMANY
SN 1019-6781
EI 1422-8890
J9 ELECTRON MARK
JI Electron. Mark.
PD DEC
PY 2012
VL 22
IS 4
BP 203
EP 215
DI 10.1007/s12525-012-0106-2
PG 13
WC Business; Management
SC Business & Economics
GA 054II
UT WOS:000312336800003
OA Green Accepted
DA 2020-02-20
ER

PT J
AU Fernando, CS
   Megginson, WL
   May, AD
AF Fernando, Chitru S.
   Megginson, William L.
   May, Anthony D.
TI Are Investment Banks Special Too? Evidence on Relationship-Specific
   Capital in Investment Bank Services
SO JOURNAL OF APPLIED CORPORATE FINANCE
LA English
DT Article
AB The question of whether optimal provision of these services comes mainly from established relationships between banks and client firms or can result from arms-length market transactions has been the topic of considerable recent debate. This discussion has paralleled the debate in the commercial banking literature on the "specialness" of banks and whether lending can and should be relational or purely transactional. Whether the provision of investment bank services is relationship-based or transactional is especially relevant now thanks to recent trends that have blurred the distinction between commercial and investment banks, and changed the competitive landscape for investment bank services.
   In their study summarized in this article, the authors examine whether investment bank-client relationships create valuable relationship-specific capital using stock market evidence from the period surrounding the collapse of Lehman Brothers. Specifically, they studied the effect of the Lehman collapse on companies that used Lehman for (1) underwriting equity offerings, (2) underwriting debt offerings, (3) advice on mergers and acquisitions, (4) analyst research services, and (5) market-making services.
   The study addressed two specific questions. First, which investment bank services, if any, are associated with the creation of relationship-specific capital; and second, what are the value drivers of this relationship capital?
   The authors report finding that companies that used Lehman as lead underwriter for public equity offerings experienced significantly negative abnormal stock returns in the days surrounding Lehman's bankruptcy announcement. By contrast, they find no significant reaction to the announcement for Lehman's debt underwriting clients or any of the other client categories they examine. While most of these investment bank services have at least the potential to create relationship-specific capital, the authors' findings suggest that except for equity underwriting, all the other investment bank services appear to be transactional rather than relationship-based, at least in the average case.
   Moreover, the authors report significant differences even among different groups of Lehman's equity underwriting clients. An equity underwriting relationship with Lehman appears to have been especially valuable for smaller, younger, and more financially constrained firms-those firms which presumably had a high degree of dependence on Lehman to access the capital market.
C1 [Fernando, Chitru S.; Megginson, William L.] Univ Oklahoma, Michael F Prince Coll Business, Dept Finance, Norman, OK 73019 USA.
   [May, Anthony D.] Wichita State Univ, W Frank Barton Sch Business, Wichita, KS 67260 USA.
RP Fernando, CS (reprint author), Univ Oklahoma, Michael F Prince Coll Business, Dept Finance, Norman, OK 73019 USA.
EM cfernando@ou.edu; anthony.may@wichita.edu; wmegginson@ou.edu
RI Fernando, Chitru/R-6905-2019
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NR 31
TC 1
Z9 1
U1 0
U2 0
PU WILEY
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 1078-1196
EI 1745-6622
J9 J APPL CORP FINANC
JI J. Appl. Corp. Financ.
PD WIN
PY 2012
VL 24
IS 1
BP 92
EP +
DI 10.1111/j.1745-6622.2012.00369.x
PG 14
WC Business, Finance
SC Business & Economics
GA V71UE
UT WOS:000211598300011
DA 2020-02-20
ER

PT J
AU Narteh, B
AF Narteh, Bedman
TI Internal marketing and employee commitment: Evidence from the Ghanaian
   banking industry
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE internal marketing; empowerment; commitment; rewards; communication
   training and development
ID ORGANIZATIONAL COMMITMENT; JOB-SATISFACTION; ERP IMPLEMENTATION; SERVICE
   QUALITY; COMMUNICATION; PERFORMANCE; ANTECEDENTS; ORIENTATION;
   PERCEPTIONS; EMPOWERMENT
AB Attracting the right mix of employees and getting them committed to the goals and objectives of the organization is a major issue facing service organizations. Scholars have recommended that internal marketing is positively associated with employee commitment but little empirical research exists that has examined the relationship between internal marketing and employee commitment especially in the financial services sector. The current study investigated four internal marketing practices - empowerment, rewards, training and development, and communication and their impact on employee commitment in the retail banking industry. Using data from 410 employees of banks in Ghana, the empirical results indicated that, with the exception of communication, the factors are positively associated with employee commitment. The study concludes that in order to influence employee behaviour in the banking industry in Ghana, bank management must implement measures that provide direct benefits to employees. The strategic implications of the findings are discussed in the article.
C1 [Narteh, Bedman] Univ Ghana, Business Sch, Mkt, Accra, Ghana.
RP Narteh, B (reprint author), Univ Ghana, Business Sch, Dept Mkt, POB LG 78, Accra, Ghana.
EM bnarteh@ug.edu.gh
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NR 81
TC 7
Z9 7
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD DEC
PY 2012
VL 17
IS 4
BP 284
EP 300
DI 10.1057/fsm.2012.22
PG 17
WC Business
SC Business & Economics
GA V75RA
UT WOS:000211860500004
DA 2020-02-20
ER

PT J
AU Parnes, D
AF Parnes, Dror
TI Bankruptcy Section 363 Sales: Choices and Consequences
SO QUARTERLY JOURNAL OF FINANCE
LA English
DT Article
DE Bankruptcy; Section 363 Sales; Chapter 11 reorganization
AB We contrast bankruptcy Section 363 Sales with the traditional path of Chapter 11 reorganization and find that among financial institutions, higher measures of creditors' coordination problems favor the Chapter 11 path, while greater profitability, available cash, asymmetric information between shareholders and creditors, and potential growth rate support the choice of 363 Sales. Among the non-financial firms, higher measures of creditors' coordination problem and available cash favor the course of Chapter 11, while greater profitability, liquidity, and asymmetric information support the path of 363 Sales. We further detect that bankruptcy Section 363 Sales exhibits lower direct fees, and it lasts significantly less time than formal Chapter 11 before the final emergence.
C1 [Parnes, Dror] Univ S Florida, Coll Business, Finance Dept, BSN 3127,4202 E Fowler Ave, Tampa, FL 33620 USA.
RP Parnes, D (reprint author), Univ S Florida, Coll Business, Finance Dept, BSN 3127,4202 E Fowler Ave, Tampa, FL 33620 USA.
EM dparnes@usf.edu
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NR 13
TC 0
Z9 0
U1 0
U2 0
PU WORLD SCIENTIFIC PUBL CO PTE LTD
PI SINGAPORE
PA 5 TOH TUCK LINK, SINGAPORE 596224, SINGAPORE
SN 2010-1392
EI 2010-1406
J9 Q J FINANC
JI Q. J. Financ.
PD DEC
PY 2012
VL 2
IS 4
AR 1250016
DI 10.1142/S2010139212500164
PG 24
WC Business, Finance
SC Business & Economics
GA V1G5H
UT WOS:000216883200001
DA 2020-02-20
ER

PT J
AU Brush, TH
   Dangol, R
   O'Brien, JP
AF Brush, Thomas H.
   Dangol, Ramesh
   O'Brien, Jonathan P.
TI Customer capabilities, switching costs, and bank performance
SO STRATEGIC MANAGEMENT JOURNAL
LA English
DT Article
DE customer capabilities; switching cost; complementary products;
   e-commerce; firm capabilities
ID RESOURCE-BASED VIEW; COMPETITIVE ADVANTAGE; SOFTWARE INDUSTRY;
   PANEL-DATA; INFORMATION; PRODUCTS; FIRM; COMPLEMENTARITY; ORGANIZATION;
   KNOWLEDGE
AB Customers develop switching costs when they invest time and effort to develop capabilities required to optimally use a given product. Such capabilities are likely to be firm specific and cannot be transferred perfectly to competitors' product offerings. Customers who face switching costs are likely to remain with the same firm and consume complementary products that meet their needs. Thus, firms can achieve competitive advantage by exploiting customers' switching costs. In this paper, we hypothesize that the extent to which firms can benefit from customers' switching costs is contingent upon the firms' internal cross-selling capabilities. We use online banking data to test our hypotheses and find that customers' switching costs contribute to banks' profitability only in the presence of high levels of internal cross-selling capabilities. Copyright (C) 2012 John Wiley & Sons, Ltd.
C1 [Brush, Thomas H.] Purdue Univ, Krannert Sch Management, W Lafayette, IN 47906 USA.
   [Dangol, Ramesh] Youngstown State Univ, Williamson Coll Business Adm, Youngstown, OH 44555 USA.
   [O'Brien, Jonathan P.] Rensselaer Polytech Inst, Lally Sch Management, Troy, NY USA.
RP Brush, TH (reprint author), Purdue Univ, Krannert Sch Management, W Lafayette, IN 47906 USA.
EM brusht@purdue.edu
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NR 55
TC 22
Z9 22
U1 0
U2 68
PU WILEY-BLACKWELL
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 0143-2095
EI 1097-0266
J9 STRATEGIC MANAGE J
JI Strateg. Manage. J.
PD DEC
PY 2012
VL 33
IS 13
BP 1499
EP 1515
DI 10.1002/smj.1990
PG 17
WC Business; Management
SC Business & Economics
GA 023UQ
UT WOS:000310062200003
DA 2020-02-20
ER

PT J
AU Ozkan, AH
AF Ozkan, Ahmet Hakan
TI Impacts of Location on Bank Call Center Services: The Case of Turkey
SO SOUTH EAST EUROPEAN JOURNAL OF ECONOMICS AND BUSINESS
LA English
DT Article
DE CRM sector; Turkey; Anatolian bank call centers
AB Purpose - The CRM sector represents the quality of a company. The quality of a company might be evaluated by taking the services of a call center as a measure by the customers, because CRM is the most interactive point of the operations of all companies. Call centers represent companies with 24/7 service. Companies have to search for ways to increase the quality of their service and CRM. Call center companies started to move to Anatolia in response to government incentives. The purpose of this study was to examine the results of this change.
   Design/methodology/approach - Bank call centers in large cities and Anatolian bank call centers are compared. SERVQUAL is used to compare the service quality of the call centers. 100 questionnaires are used to evaluate the services of the bank call centers and 100 customers are interviewed. The banks with Anatolian call centers and the banks without Anatolian call centers are compared to each other by using the results of the interviews and questionnaires.
   Findings - The service quality of the call center of the banks with Anatolian call centers seems to be higher than those without them.
   Practical implications - The reason for the better performance of Anatolian bank call centers can be explained by using some observations. These reasons can be taken into account by CRM companies to provide better service.
   Originality/value - This paper is proof of that CRM agents are affected by stress factors and their environment. Therefore, stress levels have to be decreased for employees for better service. Selecting a good location is the most important step in diminishing stress levels.
C1 [Ozkan, Ahmet Hakan] Okan Univ, Econ & Business Adm Fac, Istanbul, Turkey.
RP Ozkan, AH (reprint author), Okan Univ, Econ & Business Adm Fac, Istanbul, Turkey.
EM ahmet.ozkan@okan.edu.tr
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NR 15
TC 1
Z9 1
U1 0
U2 0
PU WALTER DE GRUYTER GMBH
PI BERLIN
PA GENTHINER STRASSE 13, D-10785 BERLIN, GERMANY
SN 1840-118X
EI 2233-1999
J9 SOUTH EAST EUR J E B
JI South East Eur. J. Econ. Bus.
PD NOV
PY 2012
VL 7
IS 2
BP 77
EP 88
DI 10.2478/v10033-012-0016-4
PG 12
WC Economics
SC Business & Economics
GA V6C6V
UT WOS:000420163200006
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Kaur, G
   Gupta, S
AF Kaur, Gurjeet
   Gupta, Shruti
TI Business Orientation of Indian Consumer Banking
SO GLOBAL BUSINESS REVIEW
LA English
DT Article
DE Business orientation; Indian consumer banking; customer orientation;
   customer satisfaction; market orientation; relationship marketing
AB The study analyzes the overall business orientation of Indian consumer banks by examining five important business philosophies, namely, production orientation, selling orientation, customer orientation, market orientation and relationship marketing orientation. It throws light on the extent to which each business orientation is followed by Indian banks. All the 39 branches of Jammu and Kashmir Bank Pvt. Ltd (JKB), 13 of State Bank of India (SBI) and 17 of Punjab National Bank (PNB) functioning in Jammu city respectively were contacted. The study found that Indian banks are purely customer oriented and had not yet fully implemented a market orientation philosophy. Moreover, they are not following relationship marketing philosophy, which is the need of the hour and it is imperative for banks to focus on developing long-term relationships with their customers. Further, the two business philosophies, namely, production orientation and selling orientation show insignificant impact on the overall business orientation of Indian banks. Therefore, bank management should concentrate equally on technology and an effective promotional mix. Moreover, they should rethink customer-oriented strategies according to the changing competitive environment and simultaneously think of a market orientation philosophy. Further, management should focus equally on four components of relationship marketing, namely, trust, commitment, loyalty and customer retention.
C1 [Kaur, Gurjeet; Gupta, Shruti] Univ Jammu, PG Dept Commerce, Jammu 180006, Jammu & Kashmir, India.
RP Kaur, G (reprint author), Univ Jammu, PG Dept Commerce, Jammu 180006, Jammu & Kashmir, India.
EM gurjeetkaur18@gmail.com; sshrutigupta24@gmail.com
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NR 85
TC 6
Z9 6
U1 0
U2 0
PU SAGE PUBLICATIONS LTD
PI LONDON
PA 1 OLIVERS YARD, 55 CITY ROAD, LONDON EC1Y 1SP, ENGLAND
SN 0972-1509
EI 0973-0664
J9 GLOB BUS REV
JI Glob. Bus. Rev.
PD OCT
PY 2012
VL 13
IS 3
BP 481
EP 507
DI 10.1177/097215091201300309
PG 27
WC Business
SC Business & Economics
GA VB3QF
UT WOS:000415427800009
DA 2020-02-20
ER

PT J
AU Awad, IM
AF Awad, Ibrahim M.
TI Using econometric analysis of willingness-to-pay to investigate economic
   efficiency and equity of domestic water services in the West Bank
SO JOURNAL OF SOCIO-ECONOMICS
LA English
DT Article
DE Contingent valuation method; Economic efficiency; Equity; Private
   sector; Water services; Willingness to pay
AB The paper is aimed at providing evidence on economic efficiency, and equity of distribution of domestic water services in the West Bank. The study utilizes the CVM as a means of monetizing public preferences and households' WTP. In the CVM questionnaire, the dichotomous choice with follow-up debriefing questions format is followed by an open-ended follow-up question was undertaken. A second questionnaire survey was directed to employees from water institutions, which was mainly designed to investigate the reasons behind the full absence of private sector in the provision of water supply. The two samples were selected to ensure a representative samples in accordance with the Palestinian case. The main findings of this paper gauged the WTP with key socioeconomic variables suggested by economic theory and previous CVM studies. These results provide information on economic efficiency and equity of water distribution. The results will allow decision makers to develop new policies that can achieve more efficient and equitable domestic water services. (C) 2012 Elsevier Inc. All rights reserved.
C1 Alquds Univ, Fac Econ & Business, Dept Econ, Jerusalem, Israel.
RP Awad, IM (reprint author), Alquds Univ, Fac Econ & Business, Dept Econ, POB 51000, Jerusalem, Israel.
EM iawad00@gmail.com
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NR 55
TC 5
Z9 5
U1 0
U2 16
PU ELSEVIER SCIENCE INC
PI NEW YORK
PA 360 PARK AVE SOUTH, NEW YORK, NY 10010-1710 USA
SN 1053-5357
J9 J SOCIO-ECON
JI J. Socio-Econ.
PD OCT
PY 2012
VL 41
IS 5
BP 485
EP 494
DI 10.1016/j.socec.2012.04.025
PG 10
WC Economics
SC Business & Economics
GA V31KU
UT WOS:000208883300001
DA 2020-02-20
ER

PT J
AU Wang, CY
   Cheng, HL
   Chang, YH
AF Wang, Chih-Yung
   Cheng, Hsiang-Lin
   Chang, Ya-Huei
TI A Question of Loyalty: Bank-Firm Relationships in Taiwan
SO EMERGING MARKETS FINANCE AND TRADE
LA English
DT Article
DE duration of relationship; main bank; switching
ID SWITCHING COSTS; CREDIT; PERFORMANCE; INFORMATION; COMPETITION;
   EFFICIENCY; INSIDERS; FINANCE; MERGERS; IMPACT
AB This paper explores the benefits and negative elements of the relationship between firms and their primary banking partners. The benefits of this relationship often lead firms to develop a closer relationship with their primary banking partners, while the negative elements often result in firms changing their banking partners. Our results show that larger, older firms in Taiwan are more likely to build close relationships with their banks. In addition, the duration of the relationship between firms and banks is related to the positive likelihood that firms will look for alternative banking partners.
C1 [Wang, Chih-Yung; Chang, Ya-Huei] Ming Chuan Univ, Dept Business Adm, Taipei, Taiwan.
   [Cheng, Hsiang-Lin] Natl Chung Cheng Univ, Dept Business Adm, Minxiong, Taiwan.
RP Wang, CY (reprint author), Ming Chuan Univ, Dept Business Adm, Taipei, Taiwan.
EM cyw@mail.mcu.edu.tw; hlcheng@ccu.edu.tw; eva75930@hotmail.com
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NR 34
TC 2
Z9 2
U1 0
U2 11
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 1540-496X
EI 1558-0938
J9 EMERG MARK FINANC TR
JI Emerg. Mark. Financ. Trade
PD SEP-OCT
PY 2012
VL 48
SU 3
BP 190
EP 201
DI 10.2753/REE1540-496X4805S312
PG 12
WC Business; Economics; International Relations
SC Business & Economics; International Relations
GA 084AB
UT WOS:000314507100013
DA 2020-02-20
ER

PT J
AU Jayo, M
   Diniz, EH
   Zambaldi, F
   Christopoulos, TP
AF Jayo, Martin
   Diniz, Eduardo H.
   Zambaldi, Felipe
   Christopoulos, Tania P.
TI Groups of services delivered by Brazilian branchless banking and
   respective network integration models
SO ELECTRONIC COMMERCE RESEARCH AND APPLICATIONS
LA English
DT Article
DE Branchless banking; Brazilian banking; Correspondent banking; Network
   integration
ID SYSTEMS
AB Over the last decade, Brazil has pioneered an innovative model of branchless banking, known as correspondent banking, involving distribution partnership between banks, several kinds of retailers and a variety of other participants, which have allowed an unprecedented growth in bank outreach and became a reference worldwide. However, despite the extensive number of studies recently developed focusing on Brazilian branchless banking, there exists a clear research gap in the literature. It is still necessary to identify the different business configurations involving network integration through which the branchless banking channel can be structured, as well as the way they relate to the range of bank services delivered. Given this gap, our objective is to investigate the relationship between network integration models and services delivered through the branchless banking channel. Based on twenty interviews with managers involved with the correspondent banking business and data collected on almost 300 correspondent locations, our research is developed in two steps. First, we created a qualitative taxonomy through which we identified three classes of network integration models. Second, we performed a cluster analysis to explain the groups of financial services that fit each model. By contextualizing correspondents' network integration processes through the lens of transaction costs economics, our results suggest that the more suited to deliver social-oriented, "pro-poor'' services the channel is, the more it is controlled by banks. This research offers contributions to managers and policy makers interested in understanding better how different correspondent banking configurations are related with specific portfolios of services. Researchers interested in the subject of branchless banking can also benefit from the taxonomy presented and the transaction costs analysis of this kind of banking channel, which has been adopted in a number of developing countries all over the world now. (C) 2011 Elsevier B.V. All rights reserved.
C1 [Jayo, Martin; Christopoulos, Tania P.] Univ Sao Paulo, BR-03828000 Sao Paulo, Brazil.
   [Diniz, Eduardo H.] Fdn Getulio Vargas, BR-01313902 Sao Paulo, Brazil.
   [Zambaldi, Felipe] Ctr Univ FEI, BR-01525000 Sao Paulo, Brazil.
RP Jayo, M (reprint author), Univ Sao Paulo, Av Dr Arlindo Bettio 1000, BR-03828000 Sao Paulo, Brazil.
EM jayomartin@gmail.com
RI Christopoulos, Tania/D-8438-2013; Jayo, Martin/I-7577-2015
OI Christopoulos, Tania/0000-0001-6310-3216; Jayo,
   Martin/0000-0002-0241-9687
FU CGAP; CAPESCAPES; CNPqNational Council for Scientific and Technological
   Development (CNPq)
FX The authors are grateful to CGAP, CAPES and CNPq for the operational and
   financial support granted for this research.
CR Abramovay R., 2004, DESAFIOS DESENVOLVIM, V1, P66
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NR 50
TC 9
Z9 10
U1 0
U2 16
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 1567-4223
EI 1873-7846
J9 ELECTRON COMMER R A
JI Electron. Commer. Res. Appl.
PD SEP-OCT
PY 2012
VL 11
IS 5
BP 504
EP 517
DI 10.1016/j.elerap.2011.07.005
PG 14
WC Business; Computer Science, Information Systems; Computer Science,
   Interdisciplinary Applications
SC Business & Economics; Computer Science
GA 042UL
UT WOS:000311496700006
DA 2020-02-20
ER

PT J
AU Tarantola, C
   Vicard, P
   Ntzoufras, I
AF Tarantola, Claudia
   Vicard, Paola
   Ntzoufras, Ioannis
TI Monitoring and improving Greek banking services using Bayesian Networks:
   An analysis of mystery shopping data
SO EXPERT SYSTEMS WITH APPLICATIONS
LA English
DT Article
DE Bayesian Networks; Customer satisfaction; Mystery shopping; Service
   quality improvement
AB Mystery shopping is a well known marketing technique used by companies and marketing analysts to measure quality of service, and gather information about products and services. In this article, we analyse data from mystery shopping surveys via Bayesian Networks in order to examine and evaluate the quality of service offered by the loan departments of Greek Banks. We use mystery shopping visits to collect information about loan products and services and, by this way, evaluate the customer satisfaction and plan improvement strategies that will assist banks to reach their internal standards. Bayesian Networks not only provide a pictorial representation of the dependence structure between the characteristics of interest but also allow to evaluate, interpret and understand the effects of possible improvement strategies. (c) 2012 Elsevier Ltd. All rights reserved.
C1 [Tarantola, Claudia] Univ Pavia, Dept Econ & Quantitat Methods, I-27100 Pavia, Italy.
   [Vicard, Paola] Univ Roma Tre, Dept Econ, Rome, Italy.
   [Ntzoufras, Ioannis] Athens Univ Econ & Business, Dept Stat, Rome, Italy.
RP Tarantola, C (reprint author), Univ Pavia, Dept Econ & Quantitat Methods, I-27100 Pavia, Italy.
EM claudia.tarantola@unipv.it; vicard@uniroma3.it; ntzoufras@aueb.gr
RI Ntzoufras, Ioannis/B-5893-2014
OI Ntzoufras, Ioannis/0000-0002-7615-0334
FU MIUR, ItalyMinistero dell' Istruzione, dell' Universita e della Ricerca
   (MIUR) [2007XECZ7L, 2007BJK2PT]; University of Pavia; University Roma
   Tre
FX The work of the first author was partially supported by MIUR, Italy,
   PRIN 2007XECZ7L, and the University of Pavia. The work of the second
   author was partially supported by MIUR, Italy, PRIN 2007BJK2PT, and the
   University Roma Tre. The authors are grateful to Mrs. Anna Sergianiti
   for providing us with the data and conducting the mystery shopping
   visits.
CR Cheng J, 2002, ARTIF INTELL, V137, P43, DOI 10.1016/S0004-3702(02)00191-1
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NR 22
TC 18
Z9 18
U1 0
U2 18
PU PERGAMON-ELSEVIER SCIENCE LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, ENGLAND
SN 0957-4174
EI 1873-6793
J9 EXPERT SYST APPL
JI Expert Syst. Appl.
PD SEP 1
PY 2012
VL 39
IS 11
BP 10103
EP 10111
DI 10.1016/j.eswa.2012.02.060
PG 9
WC Computer Science, Artificial Intelligence; Engineering, Electrical &
   Electronic; Operations Research & Management Science
SC Computer Science; Engineering; Operations Research & Management Science
GA 932OR
UT WOS:000303300900016
DA 2020-02-20
ER

PT J
AU Lymperopoulos, C
   Chaniotakis, IE
   Soureli, M
AF Lymperopoulos, Constantine
   Chaniotakis, Ioannis
   Soureli, Magdalini
TI A model of green bank marketing
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE green marketing; corporate social responsibility; green brand image;
   green product development; green internal processing
AB In the light of current market conditions, the financial services industry has been reshaped, requiring new marketing knowledge to provide guidelines for successful practice. To that end, corporate social responsibility, green marketing and a green brand image (GBI) have attracted considerable interest in the banking sector, although no framework has yet been established relating these constructs to one another. In this article, the authors present exploratory research as a basis for developing a model of green bank marketing. The model was tested to confirm the dimensions of green bank marketing and investigate its impact on a GBI, thus providing statistical evidence of the relationship between the two variables.
C1 [Lymperopoulos, Constantine] Univ Aegean, Dept Business Adm, Mitilini, Greece.
   [Chaniotakis, Ioannis] Univ Aegean, Sch Business Adm, Mkt, Mitilini, Greece.
   [Soureli, Magdalini] Univ Manchester, Management Studies, Manchester, Lancs, England.
RP Lymperopoulos, C (reprint author), Univ Aegean, Sch Business, Dept Business Adm, Univ Aegean Business Sch, 8 Michalon str, Chios 82100, Greece.
EM klimper@aegean.gr
RI Chaniotakis, Ioannis E./C-1876-2013
OI Chaniotakis, Ioannis E./0000-0002-5672-2833
CR Aaker D. A., 1998, MARKETING RES
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NR 24
TC 3
Z9 3
U1 0
U2 1
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD JUL
PY 2012
VL 17
IS 2
BP 177
EP 186
DI 10.1057/fsm.2012.10
PG 10
WC Business
SC Business & Economics
GA V75QM
UT WOS:000211859100006
OA Bronze
DA 2020-02-20
ER

PT J
AU Mersha, T
   Sriram, V
   Yeshanew, H
   Gebre, Y
AF Mersha, Tigineh
   Sriram, Ven
   Yeshanew, Haile
   Gebre, Yonatan
TI Perceived Service Quality in Ethiopian Retail Banks
SO THUNDERBIRD INTERNATIONAL BUSINESS REVIEW
LA English
DT Article
ID PERCEPTIONS; EXPECTATIONS; EXPERIENCE; CUSTOMERS
AB This study uses the SERVQUAL method to assess perceived service quality in selected Ethiopian banks based on customer surveys conducted in three private and the largest public bank in Addis Ababa. For all banks, service expectations were not matched by perceived performance. While there were only a few differences in service expectations between public and private banks, private banks were perceived to be relatively better in delivering service. The findings also indicate that perceived service quality falls short of customer expectations in all the five dimensions of service quality-tangibles, reliability, responsiveness, assurance and empathy-with the largest perception-expectation gap observed for the empathy dimension. As the banking sector becomes increasingly more competitive in Ethiopia, these findings can provide valuable insight to bank managers regarding the specific customer service issues that they need to address in their ongoing effort to attract and retain more customers. (C) 2012 Wiley Periodicals, Inc.
C1 [Mersha, Tigineh] Univ Baltimore, Merrick Sch Business, Operat Management, Baltimore, MD 21201 USA.
   [Sriram, Ven] Univ Baltimore, Merrick Sch Business, Mkt, Baltimore, MD 21201 USA.
   [Yeshanew, Haile] Debre Berhan Univ, Management, Debre Berhan, Ethiopia.
   [Gebre, Yonatan] Haramaya Univ, Coll Business & Econ, Dept Management, Management, Dire Dawa, Ethiopia.
RP Mersha, T (reprint author), Univ Baltimore, Merrick Sch Business, 1420 N Charles St, Baltimore, MD 21201 USA.
EM tmersha@ubalt.edu
OI Yeshanew, Haile/0000-0003-3927-4028
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NR 41
TC 2
Z9 3
U1 0
U2 0
PU WILEY
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 1096-4762
EI 1520-6874
J9 THUNDERBIRD INT BUS
JI Thunderbird Int. Bus. Rev.
PD JUL-AUG
PY 2012
VL 54
IS 4
SI SI
BP 551
EP 565
DI 10.1002/tie.21483
PG 15
WC Business
SC Business & Economics
GA V92UD
UT WOS:000213017800013
DA 2020-02-20
ER

PT J
AU Cornelli, F
   Felli, L
AF Cornelli, Francesca
   Felli, Leonardo
TI How to Sell a (Bankrupt) Company
SO INTERNATIONAL REVIEW OF FINANCE
LA English
DT Article
ID EQUITY CARVE-OUTS; LARGE SHAREHOLDERS; AUCTIONS; INFORMATION; OWNERSHIP;
   CONTRACTS
AB This paper suggests a way to sell a company that maximizes the proceeds from the sale. The key to this proposal is the option left to the seller to retain a fraction of the shares of the company. Indeed, by retaining the minority stake, the seller can transfer the control of the company while reducing to a minimum the rents that the sale of the company leaves in the hands of the buyer. We then focus on two main applications of this idea: bankruptcy procedures and carve-outs.
C1 [Cornelli, Francesca] London Business Sch, London NW1 4SA, England.
   [Cornelli, Francesca; Felli, Leonardo] CEPR, London, England.
   [Felli, Leonardo] London Sch Econ, London WC2A 2AE, England.
RP Felli, L (reprint author), London Sch Econ, Houghton St, London WC2A 2AE, England.
EM lfelli@econ.lse.ac.uk
RI Cornelli, Francesca/E-6446-2015
OI Cornelli, Francesca/0000-0002-9078-9898
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NR 35
TC 1
Z9 1
U1 0
U2 5
PU WILEY
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 1369-412X
EI 1468-2443
J9 INT REV FINANC
JI Int. Rev. Financ.
PD JUN
PY 2012
VL 12
IS 2
SI SI
BP 197
EP 226
DI 10.1111/j.1468-2443.2012.01156.x
PG 30
WC Business, Finance
SC Business & Economics
GA V30QI
UT WOS:000208830100004
OA Green Published
DA 2020-02-20
ER

PT J
AU Kahreh, MS
   Kahreh, ZS
AF Kahreh, Mohammad Safari
   Kahreh, Zahra Safari
TI An Empirical Analysis to Design Enhanced Customer Lifetime Value Based
   on Customer Loyalty: Evidences from Iranian Banking Sector
SO IRANIAN JOURNAL OF MANAGEMENT STUDIES
LA English
DT Article
DE Customer loyalty; Customer lifetime value; Customer relationship
   management; Banking sector
ID RELATIONSHIP QUALITY; SATISFACTION; MARKET; TRUST; SEGMENTATION;
   COMMITMENT; SELECTION; SERVICES; NETWORK; MODEL
AB The more a marketing paradigm evolves, the more long-term relationship with customers gains its importance. Also, the move towards a customer-centred approach to marketing, coupled with the increasing availability of customer transaction data, has led to an interest in understanding and estimating customer lifetime value (CLV). There are several researches about the CLV formulas and calculating relations. But the effect of the CLV on the other departments of the organization and especially the effect of the CLV on the key parameters for organization's profitability such as customer loyalty and satisfaction had little attention. This research is about these shortcomings and covers another essential element for organizational sustainable profitability, customer loyalty. The main purpose of this research is to demonstrate the effect of customer loyalty on the customer lifetime value. For this purpose one of the biggest parts of service sector in Iran is selected and the data from this sector are gathered and analyzed. Banking sector is the biggest body of Iranian service sector of economy. By means of a valid questionnaire, data were gathered from banking sector and after analyzing the hypotheses, results show that the high customer loyalty strongly affects on the enhanced customer lifetime value. In the final section of this paper, both applied and theoretical recommendations will be provided.
C1 [Kahreh, Mohammad Safari] Univ Tehran, Management Fac, Business Adm, Tehran, Iran.
   [Kahreh, Zahra Safari] Bakhtar Univ, Ilam, Iran.
RP Kahreh, MS (reprint author), Univ Tehran, Management Fac, Business Adm, Tehran, Iran.
EM m.safari@ut.ac.ir
RI Safari;, Mohammad/D-8830-2015
OI Safari;, Mohammad/0000-0002-3286-3957
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NR 55
TC 2
Z9 2
U1 0
U2 0
PU UNIV TEHRAN
PI TEHRAN
PA ENGHELAB AVE, PO BOX 13145-478, TEHRAN, 00000, IRAN
SN 2008-7055
EI 2345-3745
J9 IRAN J MANAG STUD
JI Iran. Journ. Management Studies
PD SUM
PY 2012
VL 5
IS 2
BP 145
EP 167
DI 10.22059/ijms.2012.28872
PG 23
WC Management
SC Business & Economics
GA V26JA
UT WOS:000215287300007
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Perez, A
   del Bosque, IR
AF Perez, Andrea
   Rodriguez del Bosque, Ignacio
TI The Role of CSR in the Corporate Identity of Banking Service Providers
SO JOURNAL OF BUSINESS ETHICS
LA English
DT Article
DE Corporate image; Corporate identity; Corporate social responsibility;
   Corporate communication; Case study; Banking industry
ID SOCIAL-RESPONSIBILITY; IMPRESSION MANAGEMENT; IMAGE; COMPANY;
   COMMUNICATION; DIMENSIONS; LEGITIMACY; FRAMEWORK; IMPACT
AB The study here is a qualitative research based on multiple case studies of banking service providers to analyze the role of corporate social responsibility (CSR) in the definition of the corporate identity of these kinds of organizations. The results show that, although companies increasingly integrate CSR into their business strategies, there are some aspects of its management such as its communication or the measurement of its results that detract from its success. These results have important implications for those managers pursuing an effective management of CSR policies and strategies in their organizations, especially as the information comes from 6 of the biggest and most important banking institutions in a European country, with a declared assets (loans) volume which represents 62.75% of the total assets in the national banking industry, and thus largely representing the possible heterogeneity of the market in terms of company size, location, legal status, and management styles.
C1 [Perez, Andrea; Rodriguez del Bosque, Ignacio] Univ Cantabria, Dept Business Adm, Santander, Cantabria, Spain.
RP Perez, A (reprint author), Univ Cantabria, Dept Business Adm, Avda Los Castros S-N, Santander, Cantabria, Spain.
EM perezran@unican.es; rbosquei@unican.es
OI Perez, Andrea/0000-0003-3521-1783
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NR 120
TC 52
Z9 54
U1 3
U2 93
PU SPRINGER
PI DORDRECHT
PA VAN GODEWIJCKSTRAAT 30, 3311 GZ DORDRECHT, NETHERLANDS
SN 0167-4544
EI 1573-0697
J9 J BUS ETHICS
JI J. Bus. Ethics
PD JUN
PY 2012
VL 108
IS 2
BP 145
EP 166
DI 10.1007/s10551-011-1067-7
PG 22
WC Business; Ethics
SC Business & Economics; Social Sciences - Other Topics
GA 945XX
UT WOS:000304311300002
DA 2020-02-20
ER

PT J
AU Hsieh, YJ
   Huang, LY
   Wang, CT
AF Hsieh, Ying-Jiun
   Huang, Lan-Ying
   Wang, Chi-Tai
TI A framework for the selection of Six Sigma projects in services: case
   studies of banking and health care services in Taiwan
SO SERVICE BUSINESS
LA English
DT Article
DE Six Sigma; Services; Project selection
ID 6-SIGMA; METHODOLOGY; IMPLEMENTATION
AB This study develops a framework for effectively implementing service Six Sigma projects. The framework is composed of four phases: (1) initial project identification, which deploys candidate projects in accordance with a firm's strategic goals, (2) project value assessment, which evaluates project's value based on the financial return, cost, and its impact on employee behavior, (3) project complexity assessment, which examines scope, data availability, and risk associated with the project, and (4) project prioritization, which identifies Six Sigma projects and categorizes them into black belt and green belt categories. Two cases in banking and health care services are discussed to demonstrate the proposed framework.
C1 [Hsieh, Ying-Jiun] Natl Chung Hsing Univ, Inst Technol Management, Taichung 402, Taiwan.
   [Huang, Lan-Ying] Natl Changhua Univ Educ, Dept Business Adm, Changhua 500, Taiwan.
   [Wang, Chi-Tai] Natl Cent Univ, Grad Inst Ind Management, Tao Yuan 320, Taiwan.
RP Hsieh, YJ (reprint author), Natl Chung Hsing Univ, Inst Technol Management, 250 Kuo Kuang Rd, Taichung 402, Taiwan.
EM arborfish@nchu.edu.tw
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NR 71
TC 9
Z9 9
U1 0
U2 39
PU SPRINGER HEIDELBERG
PI HEIDELBERG
PA TIERGARTENSTRASSE 17, D-69121 HEIDELBERG, GERMANY
SN 1862-8516
EI 1862-8508
J9 SERV BUS
JI Serv. Bus.
PD JUN
PY 2012
VL 6
IS 2
BP 243
EP 264
DI 10.1007/s11628-012-0134-1
PG 22
WC Business; Management
SC Business & Economics
GA 934VO
UT WOS:000303475000006
DA 2020-02-20
ER

PT J
AU Weber, O
AF Weber, Olaf
TI Environmental Credit Risk Management in Banks and Financial Service
   Institutions
SO BUSINESS STRATEGY AND THE ENVIRONMENT
LA English
DT Article
DE commercial banks; Canada; corporate social responsibility;
   sustainability; environmental credit risk; risk management
ID TRADE-OFFS; SUSTAINABILITY; RESPONSIBILITY; PERFORMANCE; ASSURANCE;
   MODELS; CSR
AB How do Canadian banks integrate environmental risks into corporate lending and where are they located compared with their global peers? In this paper we report a mixed method analysis of the integration of environmental risks into the credit management. The qualitative and quantitative analyses suggest that all analyzed Canadian commercial banks, credit unions and Export Development Canada manage environmental risks in credit management to avoid financial risks. Some of the institutions even connect environmental and sustainability issues with their general business strategies. Compared with other countries, Canadian banks are best in class, as all six Canadian commercial banks, comprising over 90 percent of Canadian assets, systematically examine environmental risks for credits, loans and mortgages. We conclude that Canadian banks are proactive regarding environmental examinations of loans and that there is a need for a more accountancy related reporting on environmental risk management in financial institutions. Further research is needed to be able to calculate costs and benefits of integrating environmental and sustainability issues into the credit risk management. Copyright (C) 2011 John Wiley & Sons, Ltd and ERP Environment.
C1 Univ Waterloo, Fac Environm, SEED, Export Dev Canada Chair Environm Finance, Waterloo, ON N2L 3G1, Canada.
RP Weber, O (reprint author), Univ Waterloo, Fac Environm, SEED, Export Dev Canada Chair Environm Finance, Waterloo, ON N2L 3G1, Canada.
EM oweber@uwaterloo.ca
OI Weber, Olaf/0000-0001-6602-0459
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NR 83
TC 43
Z9 43
U1 3
U2 97
PU WILEY-BLACKWELL
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 0964-4733
J9 BUS STRATEG ENVIRON
JI Bus. Strateg. Environ.
PD MAY
PY 2012
VL 21
IS 4
BP 248
EP 263
DI 10.1002/bse.737
PG 16
WC Business; Environmental Studies; Management
SC Business & Economics; Environmental Sciences & Ecology
GA 910QE
UT WOS:000301654200004
DA 2020-02-20
ER

PT J
AU Louzis, DP
   Vouldis, AT
   Metaxas, VL
AF Louzis, Dimitrios P.
   Vouldis, Angelos T.
   Metaxas, Vasilios L.
TI Macroeconomic and bank-specific determinants of non-performing loans in
   Greece: A comparative study of mortgage, business and consumer loan
   portfolios
SO JOURNAL OF BANKING & FINANCE
LA English
DT Article
DE Non-performing loans; Greek banking system; Macroeconomic determinants;
   Bank specific determinants; Dynamic panel data
ID PANEL-DATA; RISK; MANAGEMENT; OWNERSHIP; GUIDE
AB This paper uses dynamic panel data methods to examine the determinants of non-performing loans (NPLs) in the Greek banking sector, separately for each loan category (consumer loans, business loans and mortgages). The study is motivated by the hypothesis that both macroeconomic and bank-specific variables have an effect on loan quality and that these effects vary between different loan categories. The results show that, for all loan categories, NPLs in the Greek banking system can be explained mainly by macroeconomic variables (GDP, unemployment, interest rates, public debt) and management quality. Differences in the quantitative impact of macroeconomic factors among loan categories are evident, with non-performing mortgages being the least responsive to changes in the macroeconomic conditions. (C) 2011 Elsevier B.V. All rights reserved.
C1 [Louzis, Dimitrios P.; Vouldis, Angelos T.; Metaxas, Vasilios L.] Bank Greece, Financial Stabil Dept, Athens, Greece.
   [Louzis, Dimitrios P.] Athens Univ Econ & Business, Dept Management Sci & Technol, Athens, Greece.
   [Vouldis, Angelos T.] Univ Athens, UADPhileEcon, Athens 11528, Greece.
RP Vouldis, AT (reprint author), Bank Greece, Financial Stabil Dept, Athens, Greece.
EM dlouzis@bankofgreece.gr; avouldis@bankofgreece.gr;
   vmetaxas@bankofgreece.gr
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NR 66
TC 197
Z9 201
U1 2
U2 56
PU ELSEVIER
PI AMSTERDAM
PA RADARWEG 29, 1043 NX AMSTERDAM, NETHERLANDS
SN 0378-4266
EI 1872-6372
J9 J BANK FINANC
JI J. Bank Financ.
PD APR
PY 2012
VL 36
IS 4
BP 1012
EP 1027
DI 10.1016/j.jbankfin.2011.10.012
PG 16
WC Business, Finance; Economics
SC Business & Economics
GA 915SE
UT WOS:000302046900007
DA 2020-02-20
ER

PT J
AU Parinduri, RA
   Riyanto, YE
AF Parinduri, Rasyad A.
   Riyanto, Yohanes E.
TI The Impact of the Strategic Sale of Restructured Banks: Evidence from
   Indonesia
SO WORLD DEVELOPMENT
LA English
DT Article
DE banking regulation; banking crisis; difference-in-difference models;
   Asia; Indonesia
ID EAST-ASIA; PRIVATIZATION; PERFORMANCE; LIBERALIZATION; EFFICIENCY;
   COUNTRIES; OWNERSHIP; CRISIS
AB We examine the effect of strategic sale, which is the sale of banks to strategic foreign investors, on bank performance. The Government of Indonesia implemented such a policy as part of a bank restructuring in the aftermath of the 1998 banking crisis. Using difference-in-differences models, we find that strategic sale leads to a 12-15% cost reduction. These results are robust to the use of other estimators such as difference-in-differences matching estimators and stochastic-frontier analysis, to that of other performance measures such as return on assets and net interest margin, and to that of different sample types. These results suggest that strategic sale could play an important role in restructuring troubled banks in developing countries. (C) 2011 Elsevier Ltd. All rights reserved.
C1 [Riyanto, Yohanes E.] Nanyang Technol Univ, Singapore, Singapore.
RI Riyanto, Yohanes E./C-2939-2009; Parinduri, Rasyad A./E-9684-2011
OI Riyanto, Yohanes E./0000-0001-7343-4043; Parinduri, Rasyad
   A./0000-0001-7540-8906
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NR 26
TC 3
Z9 3
U1 0
U2 14
PU PERGAMON-ELSEVIER SCIENCE LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, ENGLAND
SN 0305-750X
J9 WORLD DEV
JI World Dev.
PD MAR
PY 2012
VL 40
IS 3
BP 446
EP 457
DI 10.1016/j.worlddev.2011.07.011
PG 12
WC Development Studies; Economics
SC Development Studies; Business & Economics
GA 900EO
UT WOS:000300869600002
DA 2020-02-20
ER

PT J
AU Marinkovic, V
   Senic, V
AF Marinkovic, Veljko
   Senic, Vladimir
TI Loyalty patterns in corporate banking: insights gained from analysing
   willingness to recommend and share of wallet concepts
SO TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE
LA English
DT Article
DE loyalty; willingness to recommend; share of wallet; corporate banking
ID CUSTOMER SATISFACTION INDEX; SERVICE QUALITY; PERCEIVED QUALITY; BRAND
   LOYALTY; MODEL; CONSEQUENCES; MANAGEMENT; DELIGHT; FUTURE
AB The concept of loyalty in retail banking has been widely addressed within the marketing literature. Nevertheless, although corporate clients generate substantial bank revenues, only a limited number of studies have been carried out to improve understanding of loyalty patterns among corporate clients of differing sizes. The study described in the present paper aimed to identify the key antecedents of willingness to recommend (WTR) and share of wallet (SOW). The research also scrutinised the impact of employee numbers as a potential moderator in relationships between WTR/SOW, and their antecedents (service quality, image, service price, and customer satisfaction). The findings indicate that in almost all cases the number of employees has no moderating effect on these relationships. Finally, the research suggests that the degree of WTR and SOW for micro/small enterprises is significantly stronger compared with medium/large enterprises.
C1 [Marinkovic, Veljko] Univ Kragujevac, Fac Econ, Dept Management & Business Adm, Kragujevac 34000, Serbia.
   [Senic, Vladimir] Univ Kragujevac, Fac Hotel Management & Tourism, Dept Management & Business Adm, Vojvodanska Bb 36210, Vrnjacka Banja, Serbia.
RP Marinkovic, V (reprint author), Univ Kragujevac, Fac Econ, Dept Management & Business Adm, Djure Pucara 3, Kragujevac 34000, Serbia.
EM vmarinkovic@kg.ac.rs
OI Senic, Vladimir/0000-0003-3543-0249
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NR 72
TC 4
Z9 4
U1 0
U2 0
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXFORDSHIRE, ENGLAND
SN 1478-3363
J9 TOTAL QUAL MANAG BUS
JI Total Qual. Manag. Bus. Excell.
PY 2012
VL 23
IS 11-12
SI SI
BP 1465
EP 1478
DI 10.1080/14783363.2012.733265
PG 14
WC Management
SC Business & Economics
GA 092TU
UT WOS:000315146200016
DA 2020-02-20
ER

PT J
AU Zakriya, M
   Iqbal, J
   Haymoun, MA
   Ahmad, A
AF Zakriya, Muhammad
   Iqbal, Jamshed
   Haymoun, Mad Afzal
   Ahmad, Abrar
TI INTERNET BANKING SERVICES AND COLLECTIVIST CULTURE: PAKISTANI YOUTH
   MARKET PERSPECTIVE
SO ACTUAL PROBLEMS OF ECONOMICS
LA English
DT Article
DE youth behavior; internet banking services; theory of reasoned actions;
   perceived media richness; subjective norm
ID TECHNOLOGY ACCEPTANCE MODEL; PLANNED BEHAVIOR; USER ACCEPTANCE; ONLINE;
   ADOPTION
AB The technology is changing rapidly and so is the behavior of people. New technologies are changing the lifestyle of people. Ample research on evaluating the behavior of people and how they adopt new technologies has been carried out. This study makes an attempt to evaluate the factors that make the youth adopt Internet banking services. In order to do this, extended technology acceptance model is used. Apart from this, perceived media richness has also been taken into consideration.
C1 [Zakriya, Muhammad; Iqbal, Jamshed; Ahmad, Abrar] Iqra Univ, Islamabad, Pakistan.
RP Zakriya, M (reprint author), Iqra Univ, Islamabad, Pakistan.
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NR 32
TC 0
Z9 0
U1 0
U2 6
PU NATL ACAD MANAGEMENT
PI KYIV
PA VUL PANASA MYMOGO 26, KYIV, 01011, UKRAINE
SN 1993-6788
J9 ACTUAL PROBL ECON
JI Actual Probl. Econ.
PY 2012
IS 130
BP 217
EP 220
PN 2
PG 4
WC Economics
SC Business & Economics
GA 029HC
UT WOS:000310484400035
DA 2020-02-20
ER

PT J
AU Zhu, YQ
   Chen, HG
AF Zhu, Yu-Qian
   Chen, Houn-Gee
TI Service fairness and customer satisfaction in internet banking Exploring
   the mediating effects of trust and customer value
SO INTERNET RESEARCH
LA English
DT Article
DE Internet banking; Service fairness; Perceived value; Trust; Customer
   satisfaction
ID UNCERTAINTY-AVOIDANCE; REPURCHASE INTENTIONS; PERCEIVED VALUE;
   CONSUMER-TRUST; ONLINE; LOYALTY; JUSTICE; MODEL; QUALITY; PRICE
AB Purpose - The purpose of this paper is to explore and empirically test fairness in predicting online customer satisfaction in the internet banking context. The paper also aims to further explore the mechanism through which fairness influences customer satisfaction online, i.e. identifying the mediators.
   Design/methodology/approach - A survey is used to validate a research model based on equity theory and relationship marketing theory that incorporates fairness, trust, perceived value and customer satisfaction. A total of 331 surveys were analyzed using Partial Least Square.
   Findings - In internet banking, fairness that includes distributive fairness, procedural fairness and informational fairness is positively related to customer satisfaction. Trust is identified as the key mediator of fairness to customer satisfaction.
   Research limitations/implications - In an online context, where human interactions are replaced by graphic user interfaces, fairness still plays an important role in customer satisfaction. Further comparison of online and offline context could be conducted.
   Practical implications - For online service managers, it is crucial to incorporate the fairness perspective into operations, which involves topics like segmented marketing efforts, consistency in procedures, and providing ample information to customers.
   Originality/value - This research is one of the first attempts to examine fairness in internet banking, as well as to delineate the mediating process of fairness to satisfaction online.
C1 [Zhu, Yu-Qian; Chen, Houn-Gee] Natl Taiwan Univ, Grad Sch Business Adm, Taipei 10764, Taiwan.
RP Zhu, YQ (reprint author), Natl Taiwan Univ, Grad Sch Business Adm, Taipei 10764, Taiwan.
EM yuqian@gmail.com
FU Taiwan National Science CouncilNational Science Council of Taiwan
   [97-2410-H-002-203]
FX The authors are grateful for the support of Taiwan National Science
   Council's funding 97-2410-H-002-203
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NR 82
TC 43
Z9 43
U1 1
U2 126
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1066-2243
J9 INTERNET RES
JI Internet Res.
PY 2012
VL 22
IS 4
BP 482
EP 498
DI 10.1108/10662241211251006
PG 17
WC Business; Computer Science, Information Systems; Telecommunications
SC Business & Economics; Computer Science; Telecommunications
GA 022HP
UT WOS:000309949000005
DA 2020-02-20
ER

PT J
AU Strandberg, C
   Wahlberg, O
   Ohman, P
AF Strandberg, Christer
   Wahlberg, Olof
   Ohman, Peter
TI Challenges in serving the mass affluent segment: bank customer
   perceptions of service quality
SO MANAGING SERVICE QUALITY
LA English
DT Article
DE Sweden; Customer services quality; Banking; Private banking; Mass
   affluent customers; Kano model
ID FINANCIAL SERVICES; BEHAVIORAL INTENTIONS; DOMINANT LOGIC; SATISFACTION;
   TRUST; MODEL; UK; DETERMINANTS; PERFORMANCE; DELIVERY
AB Purpose - The purpose of this paper is to explore the possible usefulness of a combined multi-attribute and Kano model in analysing how service quality is perceived by mass affluent bank customers. More precisely, to identify quality dimensions, attributes, and items in terms of taken-for-granteds, proportionals, delighters, and neutrals.
   Design/methodology/approach - Using a survey, the authors measured how mass affluent customers in one region in a major Swedish bank perceived service quality. Responses were analysed with reference to both multi-attribute service quality and Kano models.
   Findings - The combined model seems to provide some guidance regarding how service quality is perceived by bank customers in the mass affluent segment. The significant number of neutral items reveals potentially wasted resources. The finding of only one delighter item reveals that mass affluent customers are difficult to please. However, substantial heterogeneity exists in customer perceptions of the service quality items investigated.
   Research limitations/implications - This exploratory study examines only one bank in one region in one country, implying a need for additional research applying this combined model and other methods to investigate private banking in the mass affluent segment.
   Practical implications - The significant number of neutrals implies that banks might be more efficient if they avoided spending resources on such items. The conspicuous spread in conceptions of service quality items suggests that bank managers and personal bankers may benefit from co-creating services with mass affluent customers.
   Social implications - Banks are intermediates on financial markets. Improved and customized service quality could make mass affluent customers inclined to invest their resources in ways that promote economic growth.
   Originality/value - In addition to traditional measurement models, the Kano model may contribute to service quality assessment in private banking.
C1 [Strandberg, Christer; Wahlberg, Olof; Ohman, Peter] Mid Sweden Univ, Dept Social Sci, Sundsvall, Sweden.
RP Strandberg, C (reprint author), Mid Sweden Univ, Dept Social Sci, Sundsvall, Sweden.
EM christer.strandberg@miun.se
OI Ohman, Peter/0000-0001-5731-0489
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NR 108
TC 16
Z9 16
U1 1
U2 25
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0960-4529
EI 1758-8030
J9 MANAG SERV QUAL
JI Manag. Serv. Qual.
PY 2012
VL 22
IS 4
BP 359
EP 385
DI 10.1108/09604521211253478
PG 27
WC Management
SC Business & Economics
GA 003PQ
UT WOS:000308624200002
DA 2020-02-20
ER

PT J
AU Chen, RF
   Hsiao, JL
   Hwang, HG
AF Chen, Rai-Fu
   Hsiao, Ju-Ling
   Hwang, Hsin-Ginn
TI Measuring customer satisfaction of Internet banking in Taiwan: scale
   development and validation
SO TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE
LA English
DT Article
DE scale development and validation; customer satisfaction; Internet
   banking; Internet safety
ID CONFIRMATORY FACTOR-ANALYSIS; USER COMPUTING SATISFACTION; INFORMATION
   SATISFACTION; INSTRUMENT; ADOPTION; ACCEPTANCE; MODELS; MIS
AB Internet banking is one of the most important e-services in electronic commerce; however, the lack of standardised instrument for evaluating its satisfaction may inhibit the further development of Internet banking. This study aims to develop and validate a standardised measurement regarding customer satisfaction with Internet banking (IBCS). The development process included examinations of user satisfaction literature, expert panels, and pilot studies. Web survey was used for data collection, with subjects of Internet banking customers. The result was a parsimonious 18-item instrument with six subscales (content, accuracy, format, ease of use, timeliness, and safety) tapping into dimensions of IBCS. Further, this study not only affirms that all items in prior user satisfaction studies are still valid in the context of Internet banking, but also reveals that safety issues need to be addressed by banks to improve user satisfaction of Internet banking. Because of this rigorous and systematic study, researchers can use this valid measurement as a standardised instrument for measuring customer satisfaction of Internet banking.
C1 [Hwang, Hsin-Ginn] Natl Chiao Tung Univ, Inst Informat Management, Hsinchu, Taiwan.
   [Chen, Rai-Fu] Chia Nan Univ Pharm & Sci, Dept Informat Management, Tainan, Taiwan.
   [Hsiao, Ju-Ling] Chia Nan Univ Pharm & Sci, Dept Hosp & Hlth Care Adm, Tainan, Taiwan.
RP Hwang, HG (reprint author), Natl Chiao Tung Univ, Inst Informat Management, Hsinchu, Taiwan.
EM hghmis@iim.nctu.edu.tw
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NR 59
TC 10
Z9 10
U1 0
U2 42
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXFORDSHIRE, ENGLAND
SN 1478-3363
J9 TOTAL QUAL MANAG BUS
JI Total Qual. Manag. Bus. Excell.
PY 2012
VL 23
IS 7-8
SI SI
BP 749
EP 767
DI 10.1080/14783363.2012.704284
PG 19
WC Management
SC Business & Economics
GA 994LD
UT WOS:000307931400002
DA 2020-02-20
ER

PT J
AU Marimon, F
   Yaya, LHP
   Fa, MC
AF Marimon, Frederic
   Petnji Yaya, Luc Honore
   Casadesus Fa, Marti
TI Impact of e-Quality and service recovery on loyalty: A study of
   e-banking in Spain
SO TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE
LA English
DT Article
DE loyalty; recovery; electronic commerce; electronic service quality;
   E-S-QUAL; E-RecS-QUAL
ID MULTIPLE-ITEM SCALE; CUSTOMER LOYALTY; SATISFACTION; ANTECEDENTS;
   TECHNOLOGY
AB The purposes of this study are twofold: (i) to propose and apply scales to measure service quality and service recovery in the setting of electronic banking (e-banking) services; and (ii) to examine the impact of electronic service quality (e-quality) and service recovery (e-recovery) on loyalty (e-loyalty) in the setting of e-banking services. An online questionnaire is used to survey 428 Spanish customers of e-banking services (123 of whom have reported a service failure) using modified versions of the E-S-QUAL and E-RecS-QUAL scales. The data are analysed by exploratory factor analysis to: (i) test the applicability of the scales to the setting of online banking services: and (ii) generate and test a model of e-quality, e-recovery, and e-loyalty using structural equation modelling. Three of the four dimensions of the original E-S-QUAL scale and two of the three dimensions of the original E-RecS-QUAL scale are confirmed in the setting of e-banking services. The study reassures managers of online banks that modified versions of the E-S-QUAL and E-RecS-QUAL scales are appropriate instruments for measuring e-quality and e-recovery. The study also provides empirical evidence that efficiency of a website and responsiveness to complaints have a positive influence on e-loyalty. The study is the first to provide definitive empirical evidence (in the context of e-banking) of the presumed link between: (i) the e-quality and e-recovery dimensions proposed in the E-S-QUAL and E-RecS-QUAL scales; and (ii) the construct of loyalty.
C1 [Petnji Yaya, Luc Honore] Univ Girona, Polytech Super 1, Girona 17071, Spain.
   [Marimon, Frederic] Univ Int Catalunya, Fac Econ & Social Sci, Barcelona 08017, Spain.
   [Casadesus Fa, Marti] Univ Girona, Dept Org, Girona 17071, Spain.
RP Yaya, LHP (reprint author), Univ Girona, Polytech Super 1, Av Lluis Santalo S-N, Girona 17071, Spain.
EM arinopetnji@hotmail.com
RI Casadesus, Marti/F-1432-2016; Marimon, Frederic/D-5531-2011
OI Casadesus, Marti/0000-0002-2406-2359; Marimon,
   Frederic/0000-0002-5572-7341
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NR 56
TC 25
Z9 25
U1 0
U2 59
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 1478-3363
EI 1478-3371
J9 TOTAL QUAL MANAG BUS
JI Total Qual. Manag. Bus. Excell.
PY 2012
VL 23
IS 7-8
SI SI
BP 769
EP 787
DI 10.1080/14783363.2011.637795
PG 19
WC Management
SC Business & Economics
GA 994LD
UT WOS:000307931400003
DA 2020-02-20
ER

PT J
AU Yang, CC
AF Yang, Chih-Ching
TI Service, investment, and risk management performance in commercial banks
SO SERVICE INDUSTRIES JOURNAL
LA English
DT Article
DE bank efficiency; risk management
ID DIRECTIONAL DISTANCE FUNCTIONS; SLACKS-BASED MEASURES; PROFIT
   EFFICIENCY; DEREGULATION; REFORM; ENTRY; COST; INEFFICIENCY
AB This article characterizes the production process of commercial banks as three components: service activities, investment-related activities, and risk management activities, and assesses performance for these components, including service efficiency, investment efficiency, and risk management efficiency. With data from 36 Taiwanese commercial banks in the fiscal year 2009, we demonstrated how all the efficiency indices can be estimated. The major empirical findings are that the correlation coefficients between each pair of efficiency indices are positive, so the banks that make an effort in one activity for efficiency improvement could also inspire other activities to improve performance. The non-performing loan ratio can adversely influence efficiency. The establishment of financial holding companies can push the Taiwanese banking system to be more efficient than the privatization reform.
C1 Cent Taiwan Univ Sci & Technol, Dept Mkt Management, Taichung, Taiwan.
RP Yang, CC (reprint author), Cent Taiwan Univ Sci & Technol, Dept Mkt Management, Taichung, Taiwan.
EM 107103@ctust.edu.tw
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NR 50
TC 10
Z9 10
U1 0
U2 31
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 0264-2069
EI 1743-9507
J9 SERV IND J
JI Serv. Ind. J.
PY 2012
VL 32
IS 12
BP 2005
EP 2025
DI 10.1080/02642069.2010.551762
PG 21
WC Management
SC Business & Economics
GA 976QO
UT WOS:000306599600008
DA 2020-02-20
ER

PT J
AU Wang, X
   Chen, YH
AF Wang, Xia
   Chen, Yung-Hsin
TI Is the Consumer Sentiment Index Capable of Forecasting the Transaction
   Activeness of Clients? Case Study for a Commercial Bank in China
SO EMERGING MARKETS FINANCE AND TRADE
LA English
DT Article
DE Consumer Sentiment Index; customer relationship management; transaction
   activeness
ID CUSTOMER BASE ANALYSIS
AB The Consumer Sentiment Index (CSI), a leading macroeconomic indicator, reflects consumers' assessments of current financial situations, forecasts consumers' buying behavior, and allows business organizations, such as banks, to capture business opportunities. There is a consensus that the trend of the CSI can forecast consumption activities in a vast array of markets. However, this study demonstrates that it does so for banks only if and when the characteristics of client behavior are taken into account. The study thus contributes to filling a gap in the bank management literature. The managerial implication is that to improve performance, banks should focus on the bank-client relationship.
C1 [Chen, Yung-Hsin] Natl Cheng Kung Univ, Coll Management, Inst Int Management, Tainan 70101, Taiwan.
   [Wang, Xia] Renmin Univ China, Sch Business, Beijing, Peoples R China.
RP Chen, YH (reprint author), Natl Cheng Kung Univ, Coll Management, Inst Int Management, 1 Univ Rd, Tainan 70101, Taiwan.
EM wangxia@ruc.edu.cn; yungchen@mail.nctu.edu.tw
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NR 15
TC 0
Z9 0
U1 1
U2 18
PU M E SHARPE INC
PI ARMONK
PA 80 BUSINESS PARK DR, ARMONK, NY 10504 USA
SN 1540-496X
J9 EMERG MARK FINANC TR
JI Emerg. Mark. Financ. Trade
PD JAN-FEB
PY 2012
VL 48
SU 1
BP 20
EP 28
DI 10.2753/REE1540-496X4801S102
PG 9
WC Business; Economics; International Relations
SC Business & Economics; International Relations
GA 953GL
UT WOS:000304854900003
DA 2020-02-20
ER

PT J
AU Yang, YF
AF Yang, Yi-Feng
TI Service capabilities and customer relationship management: an
   investigation of the banks in Taiwan
SO SERVICE INDUSTRIES JOURNAL
LA English
DT Article
DE customer relationship management; human resources; information
   technology
ID RESOURCE-BASED VIEW; INFORMATION-TECHNOLOGY; FIRM PERFORMANCE;
   COMPETITIVE ADVANTAGE; DYNAMIC CAPABILITIES; BALANCED SCORECARD; IMPACT;
   COMMITMENT; CRM; IMPLEMENTATION
AB This study seeks to explain the influence of several individual service capabilities and their interactions on customer relationship management (CRM) performance in the banking industry. Two samples are analysed (bank staff and bank customers) and an empirical study is carried out using a multiple interaction regression approach. The findings show the main effect of human resources, information knowledge and marketing knowledge, and their interactions (the dyadic and conjoint service capabilities) on the effectiveness of CRM performance. The interactions are compared with the main effects, taking an overall view of capability-performance linkage. The main conclusions suggest that the latter are far more important. These findings provide important information for banks, which need to build successful long-term CRM associations with their customers, to adapt in today's dynamic environment.
C1 Shu Te Univ, Grad Sch Business & Adm, Kaohsiung 82442, Kaohsiung Count, Taiwan.
RP Yang, YF (reprint author), Shu Te Univ, Grad Sch Business & Adm, 59 Hun Shang Rd, Kaohsiung 82442, Kaohsiung Count, Taiwan.
EM yifeng@stu.edu.tw
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NR 62
TC 16
Z9 18
U1 4
U2 38
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXFORDSHIRE, ENGLAND
SN 0264-2069
EI 1743-9507
J9 SERV IND J
JI Serv. Ind. J.
PY 2012
VL 32
IS 6
BP 937
EP 960
DI 10.1080/02642069.2010.545394
PG 24
WC Management
SC Business & Economics
GA 931PV
UT WOS:000303232700006
DA 2020-02-20
ER

PT J
AU Ciric, M
   Grandov, Z
   Caric, M
AF Ciric, Maja
   Grandov, Zorka
   Caric, Marko
TI THE LEVEL OF IMPLEMENTATION OF CUSTOMER RELATIONSHIP MANAGEMENT IN
   BANKING INDUSTRY OF SERBIA
SO ACTUAL PROBLEMS OF ECONOMICS
LA English
DT Article
DE CRM; customer loyalty; banking industry; competitiveness; transition
   economy
ID SATISFACTION
AB On the Serbian market today there are 33 registered domestic and foreign banks, with fierce competition between them, additionally increased with the recent world economic crisis. It has been an extremely complicated task to retain the most profitable customers and also to attract new ones. This is exactly why customer relationship management (CRM) is becoming increasingly important as a strategy which can help banks improve their business performance and become more competitive. The aim of this paper is to determine the extent, to which banks in Serbia implement the CRM strategy, as well as to identify and assess the processes in customer relationship management. We also identify the weaknesses in CRM processes and point out possible improvements.
C1 [Ciric, Maja] Business Acad Cvecarska, Fac Econ & Engn Management, Novi Sad, Serbia.
   [Grandov, Zorka; Caric, Marko] Univ Business Acad Cvecarska, Fac Econ & Engn Management, Novi Sad, Serbia.
RP Ciric, M (reprint author), Business Acad Cvecarska, Fac Econ & Engn Management, Novi Sad, Serbia.
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NR 21
TC 0
Z9 0
U1 0
U2 0
PU NATL ACAD MANAGEMENT
PI KYIV
PA VUL PANASA MYMOGO 26, KYIV, 01011, UKRAINE
SN 1993-6788
J9 ACTUAL PROBL ECON
JI Actual Probl. Econ.
PY 2012
IS 129
BP 480
EP 489
PG 10
WC Economics
SC Business & Economics
GA 922AO
UT WOS:000302519400057
DA 2020-02-20
ER

PT J
AU Hendricks, T
   Kempa, B
   Pierdzioch, C
AF Hendricks, TorbenW.
   Kempa, Bernd
   Pierdzioch, Christian
TI Do banks' buy and sell recommendations influence stock market
   volatility? Evidence from the German DAX30
SO EUROPEAN JOURNAL OF FINANCE
LA English
DT Article
DE banks' stock recommendations; EGARCH model; stock market volatility
ID ANALYSTS RECOMMENDATIONS; INVESTMENT BANKS; RETURNS; NEWS; BOND
AB We investigate the impact of good and bad news on stock market volatility. To this end, we utilize a novel data set of banks' buy and sell recommendations for the German DAX30 stock market index and estimate an EGARCH(1,1) model which features these recommendations as well as several other pertinent explanatory variables in the mean and variance equations. We find that in a rising market, buy recommendations lower the level of volatility and sell recommendations raise volatility, whereas the impact of news on stock market volatility is less clear-cut in a falling market.
C1 [Pierdzioch, Christian] Univ Saarland, Dept Econ, D-6600 Saarbrucken, Germany.
   [Hendricks, TorbenW.] Univ Duisburg Essen, Dept Econ, Essen, Germany.
   [Kempa, Bernd] Univ Munster, Dept Econ, Munster, Germany.
RP Pierdzioch, C (reprint author), Univ Saarland, Dept Econ, D-6600 Saarbrucken, Germany.
EM c.pierdzioch@mx.uni-saarland.de
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NR 23
TC 1
Z9 1
U1 0
U2 4
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXFORDSHIRE, ENGLAND
SN 1351-847X
J9 EUR J FINANC
JI Eur. J. Financ.
PY 2012
VL 18
IS 1
BP 29
EP 39
DI 10.1080/1351847X.2010.495474
PG 11
WC Business, Finance
SC Business & Economics
GA 922KS
UT WOS:000302546400002
DA 2020-02-20
ER

PT J
AU Wu, YL
   Tao, YH
   Yang, PC
AF Wu, Yu-Lung
   Tao, Yu-Hui
   Yang, Pei-Chi
TI Learning from the past and present: measuring Internet banking service
   quality
SO SERVICE INDUSTRIES JOURNAL
LA English
DT Article
DE Internet banking; e-service quality; scale development; culture
ID SCALE DEVELOPMENT; CONSUMERS; MODEL; REASSESSMENT; SATISFACTION;
   EXPECTATIONS; PERCEPTIONS; ADOPTION
AB The Internet has played a pivotal role in transforming banking services into e-services. While several studies have examined the effective measurement of e-banking service quality, their lack of a holistic view has hindered the accumulation of past knowledge. To address this issue, this study first reviews and summarizes the methodology, service quality dimensions, suggestions and limitations of seven e-banking service quality studies conducted in seven countries. An empirical study is then conducted to derive the first robust and comprehensive measure of e-banking service quality in Taiwanese context by compensating three shortcomings of a prior Taiwanese study. To improve our understanding of e-banking service quality, a comprehensive scheme is proposed that has managerial implications. The primary contribution of this study is to present a holistic view of e-service quality for e-banking with embedded cultural factors and to provide a rigorous measurement scale development procedure applicable to areas other than e-banking.
C1 [Wu, Yu-Lung; Yang, Pei-Chi] I Shou Univ, Kaohsiung, Taiwan.
   [Tao, Yu-Hui] Natl Univ Kaohsiung, Kaohsiung, Taiwan.
RP Yang, PC (reprint author), I Shou Univ, Kaohsiung, Taiwan.
EM d9503006@stmail.isu.edu.tw
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NR 76
TC 12
Z9 13
U1 0
U2 45
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 0264-2069
EI 1743-9507
J9 SERV IND J
JI Serv. Ind. J.
PY 2012
VL 32
IS 3
BP 477
EP 497
DI 10.1080/02642069.2010.529434
PG 21
WC Management
SC Business & Economics
GA 921MJ
UT WOS:000302481400008
DA 2020-02-20
ER

PT J
AU Marabelli, M
   Frigerio, C
   Rajola, F
AF Marabelli, Marco
   Frigerio, Chiara
   Rajola, Federico
TI Ambidexterity in Service Organizations: Reference Models from the
   Banking Industry
SO INDUSTRY AND INNOVATION
LA English
DT Article
DE Ambidexterity; process innovation; banking industry
ID EXPLORATION; INNOVATION; EXPLOITATION; PERFORMANCE; PRODUCT; MANAGEMENT;
   TECHNOLOGY; ADOPTION; SIZE
AB This paper reviews the literature on ambidexterity in service organizations with a specific focus on the banking industry. We identify three key, cross-unit bank processes: governance (bank headquarters), sales (branch processes) and operations (ICT and facilities to support local (branch) and inter-unit (headquarters-to-branch) tasks). We suggest a framework that incorporates three main "reference models", from an organizational design perspective. Model 1 (exploitative model) applies when the bank's headquarters work to formalize branch sales processes supported by operations processes. Model 2 (exploratory model) applies when the bank's headquarters allows flexibility in branch sales processes and uses operations processes to decentralize tasks. Model 3 (ambidextrous model) applies when a branch incorporates the characteristics of Models 1 and 2 simultaneously. We ground our claims using fieldwork conducted in 2004-2005 that involved a number of major Italian banks. We show that while large organizations, such as banks, base their ambidextrous innovation on organizational design, contextual elements such as trust and commitment, and management styles and leadership play a role in dealing with efficiency-oriented vs. flexibility-oriented tasks within the same bank branch.
C1 [Marabelli, Marco] Bentley Univ, Waltham, MA 02452 USA.
   [Frigerio, Chiara; Rajola, Federico] Cattolica Univ, Milan, Italy.
RP Marabelli, M (reprint author), Bentley Univ, 175 Forest St, Waltham, MA 02452 USA.
EM mmarabelli@bentley.edu
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NR 76
TC 2
Z9 2
U1 0
U2 69
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 1366-2716
EI 1469-8390
J9 IND INNOV
JI Ind. Innov.
PY 2012
VL 19
IS 2
BP 109
EP 126
DI 10.1080/13662716.2012.650881
PG 18
WC Economics; Management
SC Business & Economics
GA 912IE
UT WOS:000301789400002
DA 2020-02-20
ER

PT J
AU Cambre, B
   Kippers, E
   van Veldhoven, M
   De Witte, H
AF Cambre, Bart
   Kippers, Evelien
   van Veldhoven, Marc
   De Witte, Hans
TI Jobs and organisations Explaining group level differences in job
   satisfaction in the banking sector
SO PERSONNEL REVIEW
LA English
DT Article
DE Job demand-control-support model; Job satisfaction; Multilevel analysis;
   Banking sector; Jobs; Belgium; Banks
ID DEMAND-CONTROL MODEL; COVARIANCE STRUCTURE-ANALYSIS; MULTILEVEL
   ANALYSIS; WORK STRESS; PERFORMANCE; HEALTH; IMPACT; SERVICES
AB Purpose - This paper aims to contribute to the understanding of group level differences in job satisfaction. Specifically, the authors seek to understand the shared variance in job satisfaction at the group level of jobs within organisations, in a particular industrial sector. To explain differences in job satisfaction between groups, the authors examine the role of job characteristics, particularly as these are defined within the job-demand-control-support model.
   Design/methodology/approach - The paper presents the results of a cross-sectional self-report questionnaire study of 2,733 Belgian bank employees working in six specific jobs and four specific organisations. Research hypotheses are tested using multilevel analyses.
   Findings - There are substantial and reliable between-group differences in job satisfaction within the banking sector. These effects are partially explained by job characteristics from the JDCS model at the individual level. At the aggregated level, only decision authority is statistically significant.
   Research limitations/implications - The research is limited to Belgium and to the banking sector. The general research question and findings are nevertheless relevant to other single-sector studies in Western European countries.
   Practical implications - Decision authority is more important for group level job satisfaction than job demands and social support from colleagues and supervisors. Human resources managers are therefore recommended to focus more on structural differences and organisational choices that may affect job design and work systems.
   Originality/value - The paper aims to make a contribution to the understanding of group level job satisfaction differences in the context of sector studies.
C1 [Cambre, Bart] Antwerp Management Sch, Antwerp, Belgium.
   [Kippers, Evelien] Hgsk Univ Brussel, Brussels, Belgium.
   [van Veldhoven, Marc] Tilburg Univ, Dept Human Resource Studies, NL-5000 LE Tilburg, Netherlands.
   [De Witte, Hans] Katholieke Univ Leuven, Dept Psychol, Louvain, Belgium.
   [De Witte, Hans] North West Univ, Vanderbijlpark, South Africa.
RP Cambre, B (reprint author), Antwerp Management Sch, Antwerp, Belgium.
EM b.cambre@tiasnimbas.edu
RI van Veldhoven, Marc/F-7661-2013
OI van veldhoven, marc/0000-0001-5762-7945
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NR 57
TC 7
Z9 8
U1 3
U2 37
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0048-3486
EI 1758-6933
J9 PERS REV
JI Pers. Rev.
PY 2012
VL 41
IS 1-2
BP 200
EP 215
DI 10.1108/00483481211200033
PG 16
WC Industrial Relations & Labor; Psychology, Applied; Management
SC Business & Economics; Psychology
GA 909JM
UT WOS:000301560800012
DA 2020-02-20
ER

PT J
AU Giovanis, AN
   Binioris, S
   Polychronopoulos, G
AF Giovanis, Apostolos N.
   Binioris, Spyridon
   Polychronopoulos, George
TI An extension of TAM model with IDT and security/privacy risk in the
   adoption of internet banking services in Greece
SO EUROMED JOURNAL OF BUSINESS
LA English
DT Article
DE Internet banking; Greece; Technology acceptance model; Diffusion of
   innovation; Perceived risk; New product adoption; Partial least squares;
   Virtual banking; User studies
AB Purpose - This paper presents an extended technology acceptance model (TAM) with concepts from the innovation diffusion theory (IDT) and customers' perceived risk, aiming to examine the factors affecting Greek customers' intentions to adopt internet banking services. Furthermore, several individual differences are examined, with respect to their impact on the formation of customers' attitude about the pros and cons of the new technology.
   Design/methodology/approach - Based on an empirical study including off-line banking customers that are familiar with the internet, the authors validate a causal model linking the constructs of the proposed service's compatibility, perceived ease of use, perceived usefulness, perceived security and privacy risk, customers' demographics and IT competences, with customers' intentions to adopt internet banking services in the future. Partial least squares procedure was used to analyze 212 cases collected from residential customers via personal interviews using a properly designed questionnaire.
   Findings - The results indicated that service compatibility is the key factor, which mostly shapes customers' behavioural intentions toward internet banking adoption, followed by TAM constructs and perceived risk elements. Moreover, TAM and perceived security and privacy risk constructs partially mediate the relationships between compatibility and customers' behavioural intentions, while perceived usefulness partially mediates the relationship between perceived ease of use and customers' intentions. Finally, in terms of the impact of individual differences on customers' beliefs about internet banking compatibility, value and risk elements, younger, mostly male customers, with adequate previous IT experience who find themselves to be compatible with the new service, are a more promising target group to use internet banking, as an alternative channel to perform their financial transactions in the future.
   Originality/value - This study explores the influence of an extended TAM model factors on internet banking adaptation behaviour of Greek customers. The proposed model has never been used in the internet banking context and could be utilised to provide a solid theoretical foundation of the internet banking acceptance case.
C1 [Giovanis, Apostolos N.; Binioris, Spyridon; Polychronopoulos, George] Technol Educ Inst Athens, Dept Business Adm, Athens, Greece.
RP Giovanis, AN (reprint author), Technol Educ Inst Athens, Dept Business Adm, Athens, Greece.
EM giovanis@teiath.gr
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NR 143
TC 36
Z9 37
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1450-2194
EI 1758-888X
J9 EUROMED J BUS
JI EuroMed J. Bus.
PY 2012
VL 7
IS 1
BP 24
EP 53
DI 10.1108/14502191211225365
PG 30
WC Business
SC Business & Economics
GA V06PV
UT WOS:000213953000002
DA 2020-02-20
ER

PT J
AU Yousafzai, S
   Yani-De-Soriano, M
AF Yousafzai, Shumaila
   Yani-de-Soriano, Mirella
TI Understanding customer-specific factors underpinning internet banking
   adoption
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Technology readiness; Market segmentation; Technology acceptance;
   Internet banking; Consumer behaviour; United Kingdom
ID TECHNOLOGY ACCEPTANCE; COMMUNICATION TECHNOLOGIES;
   INFORMATION-TECHNOLOGY; GENDER-DIFFERENCES; USER ACCEPTANCE; READINESS;
   INNOVATIVENESS; BEHAVIOR; USAGE; USABILITY
AB Purpose - The purpose of this paper is to deepen our understanding of customers' actual internet banking behaviour by combining the construct of technology readiness with the technology acceptance model and demographics, such as age and gender, into one integrated framework.
   Design/methodology/approach - The customer-specific internet banking acceptance model (CSIBAM) is validated through 435 UK internet banking users.
   Findings - The results indicate the importance of customer-specific factors in predicting actual behaviour. Technology readiness, age and gender moderate the beliefs-intention relationship. Customers with varying levels of technology-related views and demographics hold different beliefs about technology. The relationship between usefulness and behaviour was stronger for younger males with high levels of optimism and innovativeness (explorers and pioneers), whilst the relationship between ease of use and behaviour was stronger for older females with a high level of discomfort (paranoids and laggards).
   Practical implications - In today's highly competitive financial services market, knowledge of key customer-specific factors can help banks to enhance customer experience by focusing more on each segment's particular needs. This knowledge would also help managers to decide about the extent to which technology-based systems can be used, the appropriate type of these systems, the pace of implementation, and the type of customer support required.
   Originality/value - A distinctive contribution of this study is that it does not rely on self-reported intention or usage, but instead it employs actual behavioural data. Greater understanding of seemingly established relationships could improve the design of the service and the development of differential marketing strategies aimed at driving adoption and allaying rejection.
C1 [Yousafzai, Shumaila] Cardiff Univ, Cardiff Business Sch, Mkt & Consumer Behav, Cardiff, S Glam, Wales.
   [Yani-de-Soriano, Mirella] Cardiff Univ, Cardiff Business Sch, Consumer Behav, Cardiff, S Glam, Wales.
RP Yousafzai, S (reprint author), Cardiff Univ, Cardiff Business Sch, Mkt & Consumer Behav, Cardiff, S Glam, Wales.
EM YousafzaiS@cardiff.ac.uk
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NR 82
TC 37
Z9 39
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2012
VL 30
IS 1
BP 60
EP 81
DI 10.1108/02652321211195703
PG 22
WC Business
SC Business & Economics
GA V0Q4J
UT WOS:000216464800004
DA 2020-02-20
ER

PT J
AU Hoffmann, AOI
   Franken, H
   Broekhuizen, TLJ
AF Hoffmann, Arvid O. I.
   Franken, Heiner
   Broekhuizen, Thijs L. J.
TI Customer intention to adopt a fee-based advisory model An empirical
   study in retail banking
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Fee-based advice; Financial advice; Innovation adoption; Remuneration
   scheme; Retail banking; Financial services; Innovation; Remuneration;
   Banking; Financial information; Advisory services
AB Purpose - The paper aims to identify which factors determine (German) retail banking customers' intention to adopt a new remuneration system for financial advice. The new system is a pay-per-use advisory model that supersedes existing commission- based advisory approaches.
   Design/methodology/approach - The paper develops and tests a comprehensive conceptual framework that includes perceived innovation characteristics, relationship quality, and socio-demographic and psychographic variables to explain adoption intentions of the new remuneration system. The data come from a survey among clients of a large German retail bank.
   Findings - Perceived innovation characteristics (i.e. relative advantage) largely determine the intention to adopt the fee-based advisory model. Consumer and relationship quality variables do not directly impact adoption intentions, but have an indirect effect through influencing perceived innovation characteristics and moderating their relative importance. Relationship quality indicators, such as satisfaction with the current service and trust in the bank or its employees, do not impact customers' intentions to switch to the new remuneration system.
   Research limitations/implications - The paper describes a (case) study using data from a large German retail bank. Future research may investigate the findings' (international) generalizability using different datasets and also assess additional drivers of customers' intentions to adopt a fee-based advisory model.
   Practical implications - The results suggest that banks should always explain the relative advantage of financial service innovations to their clients, as existing satisfaction and trust levels are not sufficient to ensure adoption.
   Originality/value - This is the first paper examining the adoption of a new remuneration system for financial advice in the retail banking industry. By assessing a variety of variables the authors increase understanding of why customers adopt or reject such complex and difficult to evaluate service innovations.
C1 [Hoffmann, Arvid O. I.; Franken, Heiner] Maastricht Univ, Sch Business & Econ, Dept Finance, Maastricht, Netherlands.
   [Hoffmann, Arvid O. I.] Network Studies Pens Aging & Retirement Netspar, Tilburg, Netherlands.
   [Broekhuizen, Thijs L. J.] Univ Groningen, Fac Econ & Business, Dept Innovat Management & Strategy, Groningen, Netherlands.
RP Hoffmann, AOI (reprint author), Maastricht Univ, Sch Business & Econ, Dept Finance, Maastricht, Netherlands.
EM a.hoffmann@maastrichtuniversity.nl
OI Hoffmann, Arvid/0000-0003-4148-5078
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NR 116
TC 5
Z9 5
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2012
VL 30
IS 2
BP 102
EP 127
DI 10.1108/02652321211210886
PG 26
WC Business
SC Business & Economics
GA V0Q4N
UT WOS:000216465200002
DA 2020-02-20
ER

PT J
AU Padmavathy, C
   Balaji, MS
   Sivakumar, VJ
AF Padmavathy, C.
   Balaji, M. S.
   Sivakumar, V. J.
TI Measuring effectiveness of customer relationship management in Indian
   retail banks
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Customer relation management; Indian banks; Customer satisfaction;
   Customer loyalty; Services marketing; Cross-buying
ID CRM; SATISFACTION; COMMITMENT; LOYALTY; IMPLEMENTATION; BENEFITS;
   QUALITY; IMPACT
AB Purpose - The purpose of this paper is to develop a multi-item scale for measuring the customer relationship management effectiveness (CRME) in Indian retail banks and to examine its relationship with key customer response variable.
   Design/methodology/approach - This research adopts two different studies to develop and validate the scale for CRME. In study 1, responses obtained from 197 Indian retail banking customers were used to identify key dimensions of CRME. In study 2, nomological validity for the CRME scale was provided using a new sample of 261 actual bank customers. Furthermore, the relationship between CRME dimensions and customer behavioral outcomes such as customer satisfaction, loyalty and cross-buying were examined.
   Findings - The results of factor analyses revealed five dimensions for CRME, namely, organizational commitment, customer experience, process-driven approach, reliability and technology-orientation. Organizational commitment, process-driven approach and reliability were found to positively affect customer satisfaction. Reliability was found to have direct association with customer loyalty and both customer satisfaction and loyalty-influenced cross-buying.
   Research limitations/implications - The identification of the dimension will help bank managers to implement an effective customer relationship management (CRM) that enhances customer satisfaction, loyalty and provides opportunities for banks to cross-sell other related and unrelated products to its customers.
   Originality/value - This paper provides a robust scale for measuring CRME in the Indian banking context. It examines the relationship between CRM efforts and relational outcomes of satisfaction, loyalty and cross-buying.
C1 [Padmavathy, C.; Sivakumar, V. J.] Natl Inst Technol, Dept Management Studies, Tiruchchirappalli, Tamil Nadu, India.
   [Balaji, M. S.] IBS Hyderabad, Dept Mkt & Strategy, Market, Hyderabad, Andhra Pradesh, India.
RP Padmavathy, C (reprint author), Natl Inst Technol, Dept Management Studies, Tiruchchirappalli, Tamil Nadu, India.
EM cpadma85@gmail.com
OI Balaji, Makam/0000-0002-6003-7644
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NR 70
TC 23
Z9 23
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2012
VL 30
IS 4
SI SI
BP 246
EP 266
DI 10.1108/02652321211236888
PG 21
WC Business
SC Business & Economics
GA V0Q8L
UT WOS:000216475400002
DA 2020-02-20
ER

PT J
AU Shainesh, G
AF Shainesh, G.
TI Effects of trustworthiness and trust on loyalty intentions Validating a
   parsimonious model in banking
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Trustworthiness beliefs; Trust; Loyalty intentions; Relationship
   marketing; Retail banking; India
AB Purpose - The objective of this research is to empirically validate the underlying mechanisms by which consumers develop trust in service providers and investigate the impact of consumer's perceptions of trustworthiness and trust on their loyalty intentions. It also aims to study the differential impact of consumers' trustworthiness beliefs on two distinct aspects of a service, namely the front line employees (FLEs) and management policies and practices (MPPs).
   Design/methodology/approach - The paper proposes and empirically validates a parsimonious but multidimensional and multifaceted model of consumer's trustworthiness beliefs, trust and loyalty intentions. Retail banking services in India provide the setting for the study. The analysis was conducted using structural equation modeling.
   Findings - The results support a multidimensional and multifaceted model linking the influence of consumers' trustworthiness beliefs related to the competence, benevolence and problem solving orientation of FLEs and MPPs on their trust in FLEs and MPPs and loyalty intentions.
   Research limitations/implications - The research highlights that consumers' evaluation of trust operates at multiple dimensions for employees as well as the organization. The study is based on a cross- sectional survey. A possible extension is to conduct longitudinal studies to map the evolving nature of trust and loyalty over time and customer life stages.
   Practical implications - Organizations can measure trustworthiness beliefs and manage them to build trust and reinforce loyalty intentions among their consumers.
   Originality/value - The study proposes and validates a parsimonious model of trust and loyalty intentions in the context of retail banking. Thus this research supports and extends the extant knowledge of relationship marketing.
C1 [Shainesh, G.] Indian Inst Management, Dept Mkt, Bangalore, Karnataka, India.
RP Shainesh, G (reprint author), Indian Inst Management, Dept Mkt, Bangalore, Karnataka, India.
FU Indian Institute of Management Bangalore
FX The author thanks Wolfgang Messner and Anup Krishnamurthy for help with
   data analysis and the Indian Institute of Management Bangalore for
   providing financial support through a research grant. The author thanks
   all bank managers and customers who participated in the surveys.
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NR 40
TC 24
Z9 24
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2012
VL 30
IS 4
SI SI
BP 267
EP 279
DI 10.1108/02652321211236905
PG 13
WC Business
SC Business & Economics
GA V0Q8L
UT WOS:000216475400003
DA 2020-02-20
ER

PT J
AU Hong, JK
   Lee, YI
AF Hong, Jung-Kee
   Lee, You-il
TI Determinants of cross-buying intentions in banking services in
   collectivistic culture
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Korea; Taiwan; Consumer behaviour; Banking; Cross buying intention;
   Bancassurance; Cross cultural studies; Collectivism
ID FINANCIAL SERVICES; CUSTOMER PERCEPTIONS; RELATIONSHIP QUALITY; NATIONAL
   CULTURE; POWER DISTANCE; INDIVIDUALISM; SATISFACTION; MODEL;
   CONSEQUENCES; RETENTION
AB Purpose - The purpose of this paper is to be the first to explicate the determinants of customers' cross-buying intentions in the banking services of Korea and Taiwan, and then explore the influence of cross-cultural values, such as "Collectivism", to the relationships between these determinants and customers' cross-buying intentions.
   Design/methodology/approach - The authors employed a triangulation approach of structured surveys to 700 actual customers, and six interviews with professional senior managers engaged in customers' cross-buying activities of banking services in two countries - Korea and Taiwan. Confirmatory factor analysis and hierarchal multiple regression were conducted on these data using AMOS 10.1 and SPSS 12.0.
   Findings - "Perceived value", "Trust", "Image", and "Satisfaction" were found to be the determinants of customers' cross-buying intentions in the banking services of Korea and Taiwan, out of which "Trust" and "Satisfaction" were significantly influenced by "Collectivism". The research also confirms that, even between countries with similar level of "Collectivism", its influence can differ according to the determinants of cross-buying intentions in banking services.
   Originality/value - The conceptual model presented in this paper could be extended and tested on customers in an "Individualistic" culture, in future research. The analysis in the research could also be further elaborated for specific segments of customers.
C1 [Hong, Jung-Kee; Lee, You-il] Univ South Australia, Int Grad Sch Business, Adelaide, SA, Australia.
RP Lee, YI (reprint author), Univ South Australia, Int Grad Sch Business, Adelaide, SA, Australia.
EM you-il.lee@unisa.edu.au
RI Lee, You-il/F-3995-2013
OI Lee, You-il/0000-0003-2115-9865
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NR 118
TC 8
Z9 8
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2012
VL 30
IS 5
BP 328
EP 358
DI 10.1108/02652321211247408
PG 31
WC Business
SC Business & Economics
GA V0Q8T
UT WOS:000216476200001
DA 2020-02-20
ER

PT J
AU Pinar, M
   Girard, T
   Eser, Z
AF Pinar, Musa
   Girard, Tulay
   Eser, Zeliha
TI Consumer-based brand equity in banking industry A comparison of local
   and global banks in Turkey
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Turkey; Banks; Brands; Consumer behaviour; Brand equity; Banking
   industry; Globalization
ID SERVICES BRANDS
AB Purpose - The purpose of this paper is to examine bank brand equity from consumer perspectives by comparing the consumer-based brand equity (CBBE) dimensions of local and global banks in Turkey. The paper determines if and how CBBE differs across three types of banks (state, private, and foreign).
   Design/methodology/approach - Measurements of brand equity dimensions were drawn from the literature, which included brand awareness, perceived quality, brand image, brand association, organizational association, and brand loyalty. Data were collected from adult customers of three types of banks.
   Findings - It was found that the overall CBBE, perceived quality, brand image/association, and brand loyalty were significantly higher for private banks than for state and foreign banks. Organizational association was the highest for state banks, followed by private banks, and the lowest for foreign banks. Foreign banks scored the lowest in perceived quality, brand loyalty, and the overall CBBE.
   Originality/value - The results help foreign banks understand branding challenges/threats they may face from local banks in new markets. Such challenges might pertain to low levels of organizational associations and service quality perceived for foreign banks, as found in this study. The findings close the gap in the area of the brand equity theory that has not been adequately developed for the banking/financial industry.
C1 [Pinar, Musa] Valparaiso Univ, Coll Business Adm, Valparaiso, IN 46383 USA.
   [Girard, Tulay] Penn State Altoona, Div Business & Engn, Altoona, PA 16601 USA.
   [Eser, Zeliha] Baskent Univ, Fac Business Adm, Ankara, Turkey.
RP Girard, T (reprint author), Penn State Altoona, Div Business & Engn, Altoona, PA 16601 USA.
EM tug1@psu.edu
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NR 54
TC 13
Z9 14
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2012
VL 30
IS 5
BP 359
EP 375
DI 10.1108/02652321211247417
PG 17
WC Business
SC Business & Economics
GA V0Q8T
UT WOS:000216476200002
DA 2020-02-20
ER

PT J
AU Hoffmann, AOI
   Birnbrich, C
AF Hoffmann, Arvid O. I.
   Birnbrich, Cornelia
TI The impact of fraud prevention on bank-customer relationships An
   empirical investigation in retail banking
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Germany; Retail banks; Customer relationship management; Customer
   service management; Fraud; Banking fraud; Customer loyalty
ID STRUCTURAL EQUATION MODELS; RELATIONSHIP QUALITY; SATISFACTION; TRUST;
   LOYALTY; COMMITMENT; RETENTION; VARIABLES; DRIVERS; RISK
AB Purpose - The purpose of this paper is to establish a conceptual as well as an empirical link between retail banks' activities to protect their customers from third-party fraud, the quality of customer relationships, and customer loyalty.
   Design/methodology/approach - A conceptual framework is developed linking customer familiarity with and knowledge about fraud prevention measures, relationship quality, and customer loyalty. To empirically test the conceptual framework, data were collected in collaboration with a large German retail bank.
   Findings - A positive association was found between customer familiarity with and knowledge about fraud prevention measures and the quality of customer relationships as measured by satisfaction, trust, and commitment. The quality of customer relationships, in turn, is positively associated with customer loyalty as measured by intentions to continue their relationship with and cross-buy other products from their bank.
   Research limitations/implications - The paper focuses on the German retail banking market and uses data from only one bank. Future research may investigate the generalizability of the findings across other banks, as well as other countries. Moreover, future research could address how specific anti-fraud instruments and their communication differentially affect customer satisfaction, trust, and commitment.
   Practical implications - The results stress the importance of fraud prevention for retail banks and show that besides the financial objective of reducing operating costs, fraud prevention and its effective communication is a meaningful way to improve customer relationship quality and, ultimately, customer loyalty.
   Originality/value - This is the first academic study to empirically examine the relationship between a retail bank's (communication about) fraud prevention mechanisms and the quality of their customer relationships.
C1 [Hoffmann, Arvid O. I.] Maastricht Univ, Dept Finance, Maastricht, Netherlands.
   [Birnbrich, Cornelia] Network Studies Pens Aging & Retirement Netspar, Le Tilburg, Netherlands.
RP Hoffmann, AOI (reprint author), Maastricht Univ, Dept Finance, Maastricht, Netherlands.
EM a.hoffmann@maastrichtuniversity.nl
OI Hoffmann, Arvid/0000-0003-4148-5078
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NR 58
TC 45
Z9 45
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2012
VL 30
IS 5
BP 390
EP 407
DI 10.1108/02652321211247435
PG 18
WC Business
SC Business & Economics
GA V0Q8T
UT WOS:000216476200004
DA 2020-02-20
ER

PT J
AU George, SA
   Chattopadhyay, N
AF George, Sajeev Abraham
   Chattopadhyay, Nilanjan
TI An investigative study of operational performance and service quality of
   Indian public sector banks
SO INTERNATIONAL JOURNAL OF BUSINESS PERFORMANCE MANAGEMENT
LA English
DT Article
DE benchmarking; data envelopment analysis; DEA; service quality;
   operational performance; banks; India
AB Since economic liberalisation in the early 1990s, the public sector banks in India have been facing stiff competition from the private Indian and foreign banks that have captured a large share of Indian financial market. However, the country's banking system is still dominated by the public sector banks and there is an emerging need for a comprehensive framework for measuring their operational efficiency and service quality. This paper attempts to measure the operational efficiency and service quality of these banks. For operational performance benchmarking data envelopment analysis (DEA) methodology has been used and SERVQUAL model has been applied to measure service quality. Further, the operational performance and service quality of these banks have been compared with two leading private sector banks to derive academic and managerial insights. Linkages between operational efficiency, service quality and profitability of these banks have also been investigated.
C1 [George, Sajeev Abraham] SP Jain Inst Management & Res, Operat & Mfg Management, Bombay 400058, Maharashtra, India.
   [Chattopadhyay, Nilanjan] Inst Management Technol, Informat Management, Ghaziabad 201001, India.
RP George, SA (reprint author), SP Jain Inst Management & Res, Operat & Mfg Management, Bombay 400058, Maharashtra, India.
EM sajeevabraham.george@gmail.com; nchattopadhyay@gmail.com
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NR 22
TC 2
Z9 2
U1 0
U2 0
PU INDERSCIENCE ENTERPRISES LTD
PI GENEVA
PA WORLD TRADE CENTER BLDG, 29 ROUTE DE PRE-BOIS, CASE POSTALE 856, CH-1215
   GENEVA, SWITZERLAND
SN 1368-4892
EI 1741-5039
J9 INT J BUS PERFORM MA
JI Int. J. Bus. Perform. Manag.
PY 2012
VL 13
IS 3-4
BP 408
EP 425
DI 10.1504/IJBPM.2012.047303
PG 18
WC Management
SC Business & Economics
GA VG2CT
UT WOS:000445678000011
DA 2020-02-20
ER

PT J
AU Gera, R
   Sebastian, VJ
AF Gera, Rajat
   Sebastian, V. J.
TI Linking perceived service quality dimensions, customer satisfaction and
   perceived value with behavioural intentions in Indian retail banking: an
   SEM study
SO INTERNATIONAL JOURNAL OF INDIAN CULTURE AND BUSINESS MANAGEMENT
LA English
DT Article
DE retail banking; perceived service quality; service quality dimensions
   customer satisfaction; perceived value; behavioural outcomes; India
AB This research paper empirically tests the effect of perceived service quality dimensions on behavioural outcomes of customers of retail banking services in India. The dimensions of perceived service quality are extracted by exploratory and validated through confirmatory factor analysis using AMOS ver 4.0. They attributes with significant loading on dimension one are privacy of automated teller machine transactions, terms and conditions being flexible and well explained and for dimension two are well-designed and clean bank environment and staff being well dressed. The interactive and causal effects of the service encounter variables were empirically tested using structural equation modelling with retail banking customers in the National Capital Region of Delhi, India. The results provided empirical support for a modified model wherein service quality, customer satisfaction and value perceptions are antecedents of future intentions of customers and the need for a comprehensive approach to service quality in retail banking services that includes the direct and indirect effects of perceived service quality, value perceptions and overall customer satisfaction on customer future intentions of repurchase and positive recommendations.
C1 [Gera, Rajat; Sebastian, V. J.] Inst Management Technol, Ghaziabad 201001, Uttar Pradesh, India.
RP Gera, R (reprint author), Inst Management Technol, Ghaziabad 201001, Uttar Pradesh, India.
EM rgera@imt.edu; vjsebastian@imt.edu
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NR 120
TC 9
Z9 9
U1 0
U2 0
PU INDERSCIENCE ENTERPRISES LTD
PI GENEVA
PA WORLD TRADE CENTER BLDG, 29 ROUTE DE PRE-BOIS, CASE POSTALE 856, CH-1215
   GENEVA, SWITZERLAND
SN 1753-0806
EI 1753-0814
J9 INT J INDIAN CULT BU
JI Int. J. Indian Cult. Bus. Manag.
PY 2012
VL 5
IS 6
BP 667
EP 695
DI 10.1504/IJICBM.2012.049341
PG 29
WC Business
SC Business & Economics
GA VD3EL
UT WOS:000436648200004
DA 2020-02-20
ER

PT J
AU Sun, SY
   Wu, CY
   Ju, TL
   Chumg, HF
   Kuo, WT
AF Sun, Szu-Yuan
   Wu, Chang-Yao
   Ju, Teresa L.
   Chumg, Hao-Fan
   Kuo, Wei-Tang
TI Developing the innovative research model of internet banking customers'
   loyalty
SO INTERNATIONAL JOURNAL OF INNOVATION AND LEARNING
LA English
DT Article
DE internet banking; relationship commitment; customers loyalty; innovation
   learning
AB This study intends to develop an innovative research model based on the commitment-trust theory to explore factors influencing the customers' loyalty of internet banking. The results of study indicate that shared values, communication and system security have a positive impact on trust; relationship benefit, customers' authorisation, trust have a positive impact on relationship commitment. Trust and relationship commitment from customers have a positive impact on retention of customer in using of internet banking; customer retention and customer satisfaction have a positive impact on customer loyalty. The future work will conduct a survey research to validate the research model and hypotheses.
C1 [Sun, Szu-Yuan] Natl Kaohsiung First Univ Sci & Technol, Dept Informat Management, 1 Univ Rd, Kaohsiung 824, Taiwan.
   [Wu, Chang-Yao; Chumg, Hao-Fan] Natl Kaohsiung First Univ Sci & Technol, Inst Management, Kaohsiung 824, Taiwan.
   [Ju, Teresa L.] LungHwa Univ Sci & Technol, Dept Informat Management, Guishan 33306, Taoyuan County, Taiwan.
   [Kuo, Wei-Tang] Natl Kaohsiung First Univ Sci & Technol, Grad Inst Informat Management, Kaohsiung 824, Taiwan.
RP Sun, SY (reprint author), Natl Kaohsiung First Univ Sci & Technol, Dept Informat Management, 1 Univ Rd, Kaohsiung 824, Taiwan.
EM sunnyy@nkfust.edu.tw; u9528906@nkfust.edu.tw; tju@mail.lhu.edu.tw;
   haofanchumg@yahoo.com.tw; u9624821@nkfust.edu.tw
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NR 56
TC 0
Z9 0
U1 0
U2 0
PU INDERSCIENCE ENTERPRISES LTD
PI GENEVA
PA WORLD TRADE CENTER BLDG, 29 ROUTE DE PRE-BOIS, CASE POSTALE 856, CH-1215
   GENEVA, SWITZERLAND
SN 1471-8197
EI 1741-8089
J9 INT J INNOV LEARN
JI Int. J. Innov. Learn.
PY 2012
VL 11
IS 3
BP 308
EP 324
DI 10.1504/IJIL.2012.046068
PG 17
WC Management
SC Business & Economics
GA VD5AJ
UT WOS:000436826600006
DA 2020-02-20
ER

PT J
AU Oliya, E
   Owlia, MS
   Shahrokh, ZD
   Olfat, L
AF Oliya, Ebrahim
   Owlia, Mohammad Saleh
   Shahrokh, Zohreh Dehdashti
   Olfat, Laya
TI Improving marketing process using Six Sigma techniques (case of Saman
   Bank)
SO INTERNATIONAL JOURNAL OF LEAN SIX SIGMA
LA English
DT Article
DE Iran; Six Sigma; Banks; Marketing management; Marketing process;
   Customer relationship management; Marketing performance measurement
ID MANAGEMENT
AB Purpose - The purpose of this paper is to highlight the significance of improvement of marketing process using Six Sigma methodology, in the context of a banking environment.
   Design/methodology/approach - Based on Six Sigma's DMAIC model, the paper uses Define, Measure, Analyze, Improve and Control phases to study marketing process improvement in Saman Bank.
   Findings - Research states the way concepts of marketing performance management relates to the improvement of a bank marketing process using Six Sigma. Low quality was observed in the process and then regarding customer relations as one of the main priorities, improvement actions were planned. A major marketing failure for the bank was decline of online banking usage, which justifies the importance of loyal online banking customers in marketing plans.
   Practical implications - This paper helps marketing departments in financial institutions to analyze their current performance and execute improvement actions to optimize their process. One fact in designing marketing improvement actions for banks is effectively using related information systems to organize the high amount of marketing data and to respond quickly to customer needs.
   Originality/value - Marketing performance measurement is done in a new way as the research describes how a general marketing process can adopt Six Sigma tools to have stronger customer relations, reduced marketing costs and how to prioritize improvement actions systematically.
C1 [Oliya, Ebrahim] Sata Co, Tehran, Iran.
   [Owlia, Mohammad Saleh] Yazd Univ, Yazd, Iran.
   [Shahrokh, Zohreh Dehdashti; Olfat, Laya] Allameh Tabatabai Univ, Fac Management, Tehran, Iran.
RP Oliya, E (reprint author), Sata Co, Tehran, Iran.
EM oliya@alumni.ut.ac.ir
RI Owlia, Mohammad S./O-4290-2019
OI Owlia, Mohammad Saleh/0000-0002-6608-2446
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NR 39
TC 3
Z9 3
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 2040-4166
EI 2040-4174
J9 INT J LEAN SIX SIG
JI Int. J. Lean Six Sigma
PY 2012
VL 3
IS 1
BP 59
EP 73
DI 10.1108/20401461211223731
PG 15
WC Engineering, Industrial; Management
SC Engineering; Business & Economics
GA V4K1Z
UT WOS:000219006600004
DA 2020-02-20
ER

PT J
AU Li, JH
   Huang, QB
AF Li, Jing Hua
   Huang, Qiu Bo
TI The front/back office configuration in new service development: case
   study of local commercial bank in China
SO INTERNATIONAL JOURNAL OF SERVICES TECHNOLOGY AND MANAGEMENT
LA English
DT Article
DE new service development; NSD; front/back offices; interface; service
   innovation; commercial bank; China
ID PRODUCT DEVELOPMENT; INNOVATION; COMMUNICATION; PERFORMANCE
AB This study aims to gain the theory progress and practical insights on new service development (NSD) organisation. We outline the structure strategy type of NSD organisation by adopting the concept of front/back office, then we explore the factors determining those structure. Two-step exploratory case study is adopted in the investigation of four local commercial banks in China. Four types of configuration are defined, including the front/back offices-merging type, chelating type, parallel type, and embedding type. The study indicates affect factors of the adoption to front/back office configuration are multiple, such as authorisation level, organisational culture, and staff capability, etc. Our findings provide some preliminary insights into three key areas of service innovation, service types and NSD stages in general knowledge-intensive services.
C1 [Li, Jing Hua; Huang, Qiu Bo] Zhejiang Gongshang Univ, Res Ctr Technol Innovat & Serv Management, Sch Business Adm, 18,Xuezheng Rd, Hangzhou 310018, Zhejiang, Peoples R China.
   [Huang, Qiu Bo] Zhejiang Shuren Univ, Inst Modern Serv, Hangzhou 310015, Zhejiang, Peoples R China.
RP Li, JH (reprint author), Zhejiang Gongshang Univ, Res Ctr Technol Innovat & Serv Management, Sch Business Adm, 18,Xuezheng Rd, Hangzhou 310018, Zhejiang, Peoples R China.
EM jhli@mail.zjgsu.edu.cn; hqb919@163.com
FU Natural Science Fund of ChinaNational Natural Science Foundation of
   China [70972136]; Key Innovation Team of Zhejiang Province, China
FX Natural Science Fund of China (Grant No. 70972136) and the Key
   Innovation Team of Zhejiang Province, China.
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NR 52
TC 0
Z9 0
U1 0
U2 0
PU INDERSCIENCE ENTERPRISES LTD
PI GENEVA
PA WORLD TRADE CENTER BLDG, 29 ROUTE DE PRE-BOIS, CASE POSTALE 856, CH-1215
   GENEVA, SWITZERLAND
SN 1460-6720
EI 1741-525X
J9 INT J SERV TECHNOL M
JI Int. J. Serv. Technol. Manag.
PY 2012
VL 18
IS 3-4
SI SI
BP 184
EP 203
DI 10.1504/IJSTM.2012.052858
PG 20
WC Management
SC Business & Economics
GA V0T2V
UT WOS:000216538800005
DA 2020-02-20
ER

PT J
AU Al-Zubaidi, H
   Al-Asousi, D
AF Al-Zubaidi, Hassan
   Al-Asousi, Dalal
TI Service quality assessment in central blood bank: blood donors'
   perspective
SO JOURNAL OF ECONOMIC AND ADMINISTRATIVE SCIENCES
LA English
DT Article
DE Service quality; SERVQUAL; Customer satisfaction; Central blood bank;
   Perception
ID CONCEPTUAL-MODEL; SATISFACTION; PERCEPTIONS
AB Purpose - The purpose of this research is to assess the service quality of central blood bank from blood donors' perspective.
   Design/methodology/approach - Data were collected by empirical study in a central blood bank. The instrument captured 354 blood donors' using a SERVQUAL questionnaire. The study looked at perception and expectation levels of blood donors. After that, the gap five scores were determined.
   Findings - The paper finds that, for the blood donors, gap (five) scores are all positive implying that the blood donors' tend to be satisfied.
   Practical implications - Based on the results, central blood bank management may consider measures in order to diagnose, analyze, and identify opportunities of improvements of service quality.
   Originality/value - This study attempts to explore the relatively less explored area of measuring service quality of a central blood bank from blood donors' perspectives through implementation of the SERVQUAL model.
C1 [Al-Zubaidi, Hassan] Amer Univ Technol, Fac Business Adm, Lebanon, NH 20016 USA.
   [Al-Asousi, Dalal] Hyundai Engn & Construct, Kuwait, Kuwait.
RP Al-Zubaidi, H (reprint author), Amer Univ Technol, Fac Business Adm, Lebanon, NH 20016 USA.
EM H_alzubaidi@hotmail.com
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NR 40
TC 2
Z9 2
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1026-4116
EI 2054-6246
J9 J ECONOM ADM SCI
JI J. Econom. Adm. Sci.
PY 2012
VL 28
IS 1
BP 28
EP 38
DI 10.1108/10264111211218504
PG 11
WC Economics
SC Business & Economics
GA V2M9C
UT WOS:000217725100002
DA 2020-02-20
ER

PT J
AU Sun, SS
   Goh, T
   Fam, KS
   Xue, Y
AF Sun, Susan
   Goh, Tiong
   Fam, Kim-Shyan
   Xue, Yang
TI The influence of religion on Islamic mobile phone banking services
   adoption
SO JOURNAL OF ISLAMIC MARKETING
LA English
DT Article
DE South East Asia; Islam; Banking; Mobile technology; Young adults;
   Religious affiliation; Religious commitment; Islamic banking; Mobile
   phone banking; Technology adoption
ID PERSONALITY; ACCEPTANCE; ATTITUDES; INTENTION; CONSUMER
AB Purpose - The purpose of this paper is to explore the effects religious affiliation and commitment have on Southeast Asian young adults' intention to adopt Islamic mobile phone banking.
   Design/methodology/approach - An online self-administered survey was distributed to Southeast Asian young adults through convenience and snowball sampling and a total of 135 responses obtained.
   Findings - The study found Islamic mobile phone banking to be a novelty service, with little consumer awareness and experience, especially among non-Muslims. Religious affiliation and commitment were both effective segmentation strategies, as differences in adoption intention were found between Muslims and non-Muslims, as well as devout and casually religious Muslims. Overall, devout Muslims were socially-oriented with their adoption criteria whereas casually religious and non-Muslims relied upon the utilitarian attributes.
   Originality/value - The paper contributes to the existing mobile banking adoption literature by providing evidence of consumers' adoption intentions toward Islamic mobile phone banking. It also uses religious commitment in addition to affiliation as segmentation tools, an approach which has not been used in previous Islamic mobile banking research.
C1 [Sun, Susan; Fam, Kim-Shyan] Victoria Univ Wellington, Sch Mkt & Int Business, Wellington, New Zealand.
   [Goh, Tiong] Univ Wellington, Sch Informat Management, Wellington, New Zealand.
   [Xue, Yang] North China Univ Water Resources & Elect Power, Sch Management & Econ, Zhengzhou, Henan, Peoples R China.
RP Sun, SS (reprint author), Victoria Univ Wellington, Sch Mkt & Int Business, Wellington, New Zealand.
EM sun.susan@hotmail.com
OI Fam, Kim-Shyan/0000-0002-1632-0223
FU National Natural Science Foundation of ChinaNational Natural Science
   Foundation of China [70902011]
FX The authors gratefully acknowledge the grant from the National Natural
   Science Foundation of China (70902011) for financial support.
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NR 65
TC 22
Z9 22
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1759-0833
EI 1759-0841
J9 J ISLAMIC MARK
JI J. Islamic Mark.
PY 2012
VL 3
IS 1
BP 81
EP 98
DI 10.1108/17590831211206617
PG 18
WC Business
SC Business & Economics
GA V09KU
UT WOS:000214142700008
DA 2020-02-20
ER

PT J
AU Garg, R
   Rahman, Z
   Qureshi, MN
   Kumar, I
AF Garg, Ruchi
   Rahman, Zillur
   Qureshi, M. N.
   Kumar, Ishwar
TI Identifying and ranking critical success factors of customer experience
   in banks An analytic hierarchy process (AHP) approach
SO JOURNAL OF MODELLING IN MANAGEMENT
LA English
DT Article
DE Banks; Consumer behaviour; Critical success factors; Customer
   experience; Analytic hierarchy process
ID SERVICE EXPERIENCES; BRAND EXPERIENCE; SATISFACTION; DECISION; ANP;
   METHODOLOGY; PERFORMANCE; DIMENSIONS; MANAGEMENT; LOGISTICS
AB Purpose - The purpose of this paper is to identify and evaluate the critical success factors which make the dimensions for measuring customer experience (CE) in banking organizations more effective and purposeful. These critical success factors have been prioritized in order to find out which is more important for the five threshold dimensions to achieve favourable CE.
   Design/methodology/approach - The paper examines the critical success factors of CE which have been identified from the literature survey and through expert's opinion have finally confirmed in context of this study on banking organizations. Further, analytic hierarchy process (AHP) has been used in order to evaluate the identified 14 critical factors of CE and to find their priorities for success in banking organizations.
   Findings - On the basis of the proposed hierarchical model, the findings suggest that the factors such as convenience, employees, online functional elements, and servicescape are critical for measuring CE in banking organizations.
   Research limitations/implications - In the literature, it is assumed that the criteria for measuring CE are mutually exclusive. But it has been found that in the real world these criteria may sometimes depend on one other, particularly in banking organizations. Therefore, in order to resolve such issues it is advised that future research may apply analytic network process (ANP).
   Practical implications - The findings suggest that the managers in banking organizations must ameliorate these critical factors according to their weights, in order to attain favourable CE, sustainable competitive advantage and customer delight.
   Originality/value - Because of the subjective nature of CE, AHP serves as an empirical approach in prioritization of critical success factors of CE, which has been a major lacuna in available literature. The results presented in this paper are objective, reliable, and may be generalized for measuring CE in banking organizations.
C1 [Garg, Ruchi] Indian Inst Technol, Dept Management Studies, Business Adm, Roorkee, Uttar Pradesh, India.
   [Rahman, Zillur; Kumar, Ishwar] Indian Inst Technol, Dept Management Studies, Roorkee, Uttar Pradesh, India.
   [Qureshi, M. N.] Maharaja Sayajirao Univ Baroda, Fac Engn & Technol, Vadodara, India.
RP Garg, R (reprint author), Indian Inst Technol, Dept Management Studies, Business Adm, Roorkee, Uttar Pradesh, India.
EM ruchigarg1902@gmail.com
RI Qureshi, Mohamed Rafik Noor Mohamed/N-1745-2019; Rahman,
   Zillur/J-9339-2014
OI Qureshi, Mohamed Rafik Noor Mohamed/0000-0002-9508-8724; Rahman,
   Zillur/0000-0003-2785-0200
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NR 83
TC 21
Z9 21
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1746-5664
EI 1746-5672
J9 J MODEL MANAG
JI J. Model. Manag.
PY 2012
VL 7
IS 2
BP 201
EP 220
DI 10.1108/17465661211242813
PG 20
WC Management
SC Business & Economics
GA V15RK
UT WOS:000214565500007
DA 2020-02-20
ER

PT J
AU Chai, JCY
   Deans, KR
   Biggemann, S
AF Chai, Joe Choon Yean
   Deans, Kenneth R.
   Biggemann, Sergio
TI The influence of acculturation on consumer relational bonding in banking
   relationships
SO JOURNAL OF STRATEGIC MARKETING
LA English
DT Article
DE acculturation; structural bonding; social bonding; guanxi; personal
   relationships; banking
AB This study examines the influence of acculturation on ethnic consumers' relational bonding with their banking service provider. The study is set in the financial services sector and focuses on Chinese consumers living in New Zealand. In the collectivist Chinese culture, building personal relationships based on guanxi is of primary importance. Therefore, understanding the interplay between relational behavior and guanxi in this group's relationship commitment is fundamental. The study examines the drivers of relationships in the Chinese banking relationship in the host culture and applies western and Chinese relationship concepts to capture the influence of acculturation on Chinese consumers' behavior. Structural equation modeling and multi-group analysis reveal that Chinese consumers' acculturation levels positively influence structural and social bonding with the banking service provider (or target of commitment). The impact of structural and social bonding on the target of commitment varies under different consumer acculturation levels.
C1 [Chai, Joe Choon Yean; Deans, Kenneth R.; Biggemann, Sergio] Univ Otago, Dept Mkt, POB 56, Dunedin 9054, New Zealand.
RP Chai, JCY (reprint author), Univ Otago, Dept Mkt, POB 56, Dunedin 9054, New Zealand.
EM joe.chai@otago.ac.nz
RI Chai, Joe C. Y./J-1516-2014
OI Chai, Joe C. Y./0000-0001-8915-9605
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NR 100
TC 3
Z9 3
U1 0
U2 1
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 0965-254X
EI 1466-4488
J9 J STRATEG MARK
JI J. Strateg. Mark.
PY 2012
VL 20
IS 5
BP 393
EP 410
DI 10.1080/0965254X.2012.657227
PG 18
WC Business
SC Business & Economics
GA V63SS
UT WOS:000211053700003
DA 2020-02-20
ER

PT J
AU Vella, J
   Caruana, A
AF Vella, Joseph
   Caruana, Albert
TI Encouraging CRM systems usage: a study among bank managers
SO MANAGEMENT RESEARCH REVIEW
LA English
DT Article
DE Banks; Customer relationship management; Information technology;
   Corporate strategy; Community banking; Perceived usefulness; Perceived
   ease of use
ID TECHNOLOGY ACCEPTANCE MODEL; USER ACCEPTANCE; PERCEIVED EASE; ADOPTION
AB Purpose - The purpose of this paper is to seek to understand service providers and their intentions to use their organization's customer relationship management (CRM) technology. The paper identifies perceived usefulness and perceived ease of use as key elements that are critical in encouraging service providers' intention to use CRM systems.
   Design/methodology/approach - The research is grounded in the theory of reasoned action and the technology acceptance model. These are used as a basis for developing hypotheses of the relationships between the variables pertaining to the intention to use CRM systems, among a sample of service providers. Data are collected from a sample of managers in a community bank.
   Findings - Results indicate that the higher the perceived ease of use, the greater the perceived usefulness and the higher the intention to use CRM. Moreover, perceived usefulness is also found to act as a partial mediator between perceived ease of use and intention to use CRM.
   Research limitations/implications - The study was limited to a single entity and consequently the results should be generalized with caution. Replication studies, that could possibly include additional variables, across other countries and contexts are desirable.
   Practical implications - The effect of Perceived Ease of Use on employees' intention to use CRM is supported, highlighting the need for management to devote adequate resources toward developing this aspect. This study is also helpful because it highlights the need for senior management to create the right environment to enhance systems adoption.
   Originality/value - This paper investigates the interaction among these key elements and their effect on CRM systems adoption within a banking context, thereby contributing to better understanding of the underlying links.
C1 [Vella, Joseph] Lulea Univ Technol, Lulea, Sweden.
   [Caruana, Albert] Univ Malta, Mkt, Msida, Malta.
RP Vella, J (reprint author), Lulea Univ Technol, Lulea, Sweden.
EM joseph.vella@ltu.se
RI Caruana, Albert/E-6018-2013
OI Caruana, Albert/0000-0002-5815-8172
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NR 52
TC 9
Z9 9
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 2040-8269
EI 2040-8277
J9 MANAG RES REV
JI Manag. Res. Rev.
PY 2012
VL 35
IS 2
BP 121
EP 133
DI 10.1108/01409171211195152
PG 13
WC Management
SC Business & Economics
GA V98QV
UT WOS:000213414800003
DA 2020-02-20
ER

PT J
AU Gupta, A
   Dev, S
AF Gupta, Aayushi
   Dev, Santosh
TI Client satisfaction in Indian banks: an empirical study
SO MANAGEMENT RESEARCH REVIEW
LA English
DT Article
DE India; Banks; Customer satisfaction; Customer service management
ID DELIVERING SERVICE QUALITY; CONSUMER PERCEPTIONS; DOMINANCE ANALYSIS;
   LOYALTY; MODEL; REEXAMINATION; BEHAVIOR
AB Purpose - The purpose of this paper is to identify the factors impacting customer satisfaction in Indian banks and analyze their effects the level of customer satisfaction through a regression analysis. The primary contribution of this study is the analysis and resulting insights on the critical factors impacting client satisfaction within the Indian retail banking sector.
   Design/methodology/approach - A 28 item questionnaire was prepared based on literature review and discussions with current customers of Indian banks. The questionnaire was then sent out to current customers of 13 retail banks in India. In total, 420 completed questionnaires were received, out of which 400 were found to have been accurately and completely answered. The 28-item instrument has been empirically tested for unidimensionality, reliability and validity using Cronbach alpha and exploratory factor analysis.
   Findings - Afactor analysis suggests that there are five factors driving customer satisfaction: "service quality", "ambience/hygiene", "client participation/involvement", "accessibility" and "financial". Subsequent multiple regression analysis revealed that "service quality", "ambience and hygiene", and "client participation and involvement" in that order are the most important factors impacting client satisfaction.
   Practical implications - The identified dimensions are expected to bring clarity to the issue of customer satisfaction in retail banking, to aid retail bankers in improving specific parameters of service in order to increase overall customer satisfaction. This would help the management of the banks to create strategies and action plans to retain their current customers and to attract new customers.
   Originality/value - The results from the current study are crucial because previous studies have produced scales that bear a resemblance to SERVQUAL, a generic measure of service quality, which may not be solely adequate to assess the perceived quality of service in the Indian banking sector. In contrast, the present study captured customers' satisfaction levels in a 28-item questionnaire exclusively designed, keeping in mind the unique nature of the Indian banking sector.
C1 [Gupta, Aayushi; Dev, Santosh] Jaypee Inst Informat Technol, Humanities & Social Sci Dept, Noida, Uttar Pradesh, India.
RP Gupta, A (reprint author), Jaypee Inst Informat Technol, Humanities & Social Sci Dept, Noida, Uttar Pradesh, India.
EM aayushigupta.15@gmail.com
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NR 88
TC 13
Z9 13
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 2040-8269
EI 2040-8277
J9 MANAG RES REV
JI Manag. Res. Rev.
PY 2012
VL 35
IS 7
BP 617
EP 636
DI 10.1108/01409171211238839
PG 20
WC Management
SC Business & Economics
GA V98RO
UT WOS:000213416700004
DA 2020-02-20
ER

PT J
AU Mitic, M
   Kapoulas, A
AF Mitic, Miljana
   Kapoulas, Alexandros
TI Understanding the role of social media in bank marketing
SO MARKETING INTELLIGENCE & PLANNING
LA English
DT Article
DE South East Europe; Banks; Social media; Web 2.0; Relationship marketing;
   Retail banking
ID INTERNET BANKING; CUSTOMER; IMPACT; MANAGEMENT; CRM
AB Purpose - The purpose of this paper is to investigate the role of Web 2.0 and social media in relationship marketing (RM) in banking. The aim is to understand why some banks resist the Web 2.0 trend, how this is aligned with their RM approaches and what the alternative paths for advancing customer relations could be. The paper focuses on the practices of banks in the less-researched yet dynamically evolving South East European (SEE) region.
   Design/methodology/approach - A qualitative case study approach was employed for this study. In total, three case studies were constructed, describing practices and RM approaches of retail banks in SEE. Data used for the construct of case studies were collected through in-depth interviews with top management, documentation and banks' official web sites.
   Findings - Primary reasons for refraining from social media included: low customer demand for such form of interaction with banks; concerns over safety of Web 2.0 for banking; and lack of alignment with current RM strategies. While social media were not discarded for the future, they were deemed more appropriate for smaller or younger banks seeking innovative ways to capture market share.
   Practical implications - The paper identifies requirements for the adoption of social media in bank marketing and offers insights on possible alternative RM strategies that combine electronic channels with a personal approach to banking.
   Originality/value - Case studies offer insights on marketing practices of banks in the SEE region. The paper unveils challenges banks encounter in their RM efforts and their vision of the future of RM in a contemporary online setting.
C1 [Mitic, Miljana] Univ Sheffield, South East European Res Ctr, Management Sch, Int Fac, Thessaloniki, Greece.
   [Kapoulas, Alexandros] Univ Sheffield, CITY Coll, Int Fac, Business Adm & Econ Dept, Thessaloniki, Greece.
RP Mitic, M (reprint author), Univ Sheffield, South East European Res Ctr, Management Sch, Int Fac, Thessaloniki, Greece.
EM milmitic@seerc.org
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NR 74
TC 32
Z9 32
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0263-4503
EI 1758-8049
J9 MARK INTELL PLAN
JI Mark. Intell. Plan.
PY 2012
VL 30
IS 7
BP 668
EP +
DI 10.1108/02634501211273797
PG 21
WC Business
SC Business & Economics
GA V59QJ
UT WOS:000210777200001
DA 2020-02-20
ER

PT J
AU Li-Hua, Y
AF Li-Hua, Yang
TI Customer satisfaction antecedents within service recovery context
   Evidences from "Big 4" banks in China
SO NANKAI BUSINESS REVIEW INTERNATIONAL
LA English
DT Article
DE China; Banks; Customer services quality; Customer satisfaction; Service
   failure; Service recovery; Service fairness; Expectancy disconfirmation
ID WORD-OF-MOUTH; PERCEIVED JUSTICE; FAILURE; PERCEPTIONS; STRATEGIES;
   BEHAVIOR; MODEL; PERSPECTIVE; QUALITY; IMPACT
AB Purpose - The intense queuing phenomenon in Chinese banks has been a critical issue for bank managers for a long time, especially in big cities, which increases the possibility of customer dissatisfaction. Against this background, the purpose of this paper is to explore the antecedents of post-recovery satisfaction within China's "Big 4" commercial banks. By tracking the nature of service failures and examining the overall performance of the service recovery process in the Chinese banking industry, the authors aim to investigate how customer expectations, their perception of recovery justice and recovery quality affect customer satisfaction under service recovery context.
   Design/methodology/approach - Based on disconfirmation paradigm and fairness theory, a conceptual model with 12 hypotheses was derived for the banking sector. With reference to the instruments RECOVSAT and SERVQUAL scale, a questionnaire was developed and sent to a geographically stratified, random sample of 300 participants in Changsha City. Confirmatory factor analysis was used for reliability/validity testing, and the hypothesised relationships among the latent constructs were estimated using structural equation modelling.
   Findings - Consistent with most previous researches, the empirical results supported the idea that recovery expectation negatively influenced the recovery quality perceptions, expectancy disconfirmation and satisfaction with service recovery. Other findings included that both positive disconfirmation and recovery quality perceptions had positive effect on recovery satisfaction. However, unlike other studies relating to service justice, interactional justice was found to have no significant effect on quality perception or satisfaction with recovery, and this was attributed to customer's higher tolerance zone under the particular competition environment in China.
   Originality/value - By exploring the antecedents of post- recovery satisfaction within China's "Big 4" commercial banks, the study provided valuable findings in relation to participants' perceptions on recovery justice and quality. It highlighted the effect of characteristics of Chinese customers on post-recovery satisfaction, and the importance of good understanding of customer expectation and employee empowerment in the banking industry.
C1 [Li-Hua, Yang] Cent South Univ Forestry & Technol, Sch Business, Changsha, Peoples R China.
   [Li-Hua, Yang] Univ Vienna, Dept Econ, Vienna, Austria.
RP Li-Hua, Y (reprint author), Cent South Univ Forestry & Technol, Sch Business, Changsha, Peoples R China.
EM yangyer0000@163.com
FU Humanity and Social Science Youth foundation of Ministry of Education
   [11YJC790232]; Open Found Project of University Innovation Platform of
   Hunan Province [11K079]; Research Center of Agro-forestry Economics and
   Management of CSUFT; advance research project for National Social
   Science Foundation [2010YY004]
FX This research was supported by the Humanity and Social Science Youth
   foundation of Ministry of Education (No. 11YJC790232), the Open Found
   Project of University Innovation Platform of Hunan Province (11K079),
   Research Center of Agro-forestry Economics and Management of CSUFT, and
   the in advance research project for National Social Science Foundation
   (2010YY004).
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NR 90
TC 8
Z9 8
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 2040-8749
EI 2040-8757
J9 NANKAI BUS REV NT
JI Nankai Bus. Rev. Int.
PY 2012
VL 3
IS 3
BP 284
EP 301
DI 10.1108/20408741211264585
PG 18
WC Management
SC Business & Economics
GA V4I0X
UT WOS:000218951800004
DA 2020-02-20
ER

PT J
AU Ivanauskiene, N
   Auruskeviciene, V
   Skudiene, V
   Nedzinskas, S
AF Ivanauskiene, Neringa
   Auruskeviciene, Vilte
   Skudiene, Vida
   Nedzinskas, Sarunas
TI CUSTOMER PERCEPTIONS OF VALUE: CASE OF RETAIL BANKING
SO ORGANIZATIONS AND MARKETS IN EMERGING ECONOMIES
LA English
DT Article
DE Customer perceived value; Retail banking; Emerging economy; Lithuania
AB Recently, a growing interest in relationship marketing approach attracted much attention of marketers to the customer value creation and delivery as the most important task of marketing strategy. The fact that in the period of economic recession, the retail banking sector customers are more intended to re-assess their relationship with financial organization made marketing experts focus on the investigation of the factors that create and increase customer value in new light. Value creation and delivering to the customer in financial markets has been viewed as a competitive priority and a key component of an organization's long term success.
   The aim of the current research paper is to assess the factors of customer perceived value in the retail banking sector during the period of economic recession. The research method involved the survey conducted with 200 retail customers of commercial banks in Lithuania. In addition, this research specifically examines the perception of value in the transitional economy. The study results revealed that in the period of economic recession the dimensions of emotional (affective) value (i.e., the reliability and security of bank, good psychological climate when contacting with bank personnel) and functional value (i.e., the quality of service provision, the competence of contact personnel) are rated higher by customers. Meanwhile, the factors of social value (i.e., the established long-term relationship, personal beliefs, social integration, the opinion and recommendations of relatives, acquaintances and/or friends) are rated lower.
C1 [Ivanauskiene, Neringa; Auruskeviciene, Vilte; Skudiene, Vida; Nedzinskas, Sarunas] ISM Univ Management & Econ, Arkliu St 18, LT-01129 Vilnius, Lithuania.
RP Ivanauskiene, N (reprint author), ISM Univ Management & Econ, Arkliu St 18, LT-01129 Vilnius, Lithuania.
EM neringa.ivanauskiene@faculty.ism.lt; vilte.auruskeviciene@ism.lt;
   vida.skudiene@ism.lt; nedsaru@stud.ism.lt
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NR 58
TC 6
Z9 6
U1 0
U2 0
PU VILNIUS UNIV
PI VILNIUS
PA UNIVERSITETO ST 3, VILNIUS, LT-01513, LITHUANIA
SN 2029-4581
EI 2345-0037
J9 ORGAN MARKET EMERG E
JI Organ. Market. Emerg. Econ.
PY 2012
VL 3
IS 1
BP 75
EP 88
DI 10.15388/omee.2012.3.1.14276
PG 14
WC Economics
SC Business & Economics
GA VF6LB
UT WOS:000443316100006
OA Other Gold
DA 2020-02-20
ER

PT J
AU Rehman, AA
AF Rehman, Asma Abdul
TI Customer satisfaction and service quality in Islamic banking A
   comparative study in Pakistan, United Arab Emirates and United Kingdom
SO QUALITATIVE RESEARCH IN FINANCIAL MARKETS
LA English
DT Article
DE Pakistan; United Kingdom; United Arab Emirates; Banks; Islam; Customer
   satisfaction; Service quality; Islamic banks
ID CONSUMER PERCEPTIONS; MODEL; CONSEQUENCES; EXPECTATIONS; ANTECEDENTS
AB Purpose - The purpose of this paper is to investigate the relationship between customer satisfaction and six dimensions of service quality (CARTER model) in Islamic banks of Pakistan, the UK and UAE.
   Design/methodology/approach - This study uses a sample of 225 customers of Islamic banks; 75 responses have been taken from each country. Structured questionnaire technique has been used to collect data.
   Findings - The paper's findings reveal that Pakistani and UK Islamic banking customers consider assurance, reliability and empathy as significant factors for customer satisfaction, whereas UAE customers consider assurance and tangible as significant dimensions of satisfaction.
   Research limitations/implications - The study's limitation relates to the sample size of the respondents.
   Practical implications - This study is significantly important for the academic point of view, as well as for the practitioners, managers and policy makers to find out the pattern of customer satisfaction in terms of service quality for Islamic banks.
   Originality/value - The current study is of particular value because it is a comparative study of customer satisfaction and service quality dimensions (CARTER model) of Islamic banks in Pakistan, UK, and UAE.
C1 [Rehman, Asma Abdul] Super Univ, Lahore, Lahore, Pakistan.
RP Rehman, AA (reprint author), Super Univ, Lahore, Lahore, Pakistan.
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NR 38
TC 14
Z9 14
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1755-4179
J9 QUAL RES FINANC MARK
JI Qual. Res. Financ. Mark.
PY 2012
VL 4
IS 2-3
SI SI
BP 165
EP 175
DI 10.1108/17554171211252501
PG 11
WC Business, Finance
SC Business & Economics
GA V12GJ
UT WOS:000214334000005
DA 2020-02-20
ER

PT J
AU McKnight, S
AF McKnight, Stephen
TI Should Central Banks Target Consumer or Producer Prices?
SO INTERNATIONAL FINANCE
LA English
DT Article
ID MONETARY-POLICY; OPEN-ECONOMY; EXCHANGE-RATE; DETERMINACY; STABILITY;
   EQUILIBRIUM; MODELS; MATTER; RULES
AB Should central banks target consumer price inflation (CPI) in the setting of monetary policy, as has been orthodoxy in most of the developed world since the 1990s? Several prominent recent studies have argued against this, based on the finding that targeting CPI can make expectations of higher consumer prices self-fulfilling. If the central bank responds to an extrinsic-shock-driven rise in CPI expectations by driving up the real interest rate, the argument goes, the resulting improvement in the terms of trade can increase consumer prices even if producer prices fall. These studies are, however, based on a flawed assumption that what motivates current transactions is the money consumers have after leaving the goods market. Using what is shown to be the more defensible assumption that such transactions are motivated by the money consumers have before entering the goods market, this paper demonstrates that targeting CPI helps to prevent self-fulfilling expectations. This is because an improvement in the terms of trade now serves to exert downward pressure on CPI, irrespective of the response of producer prices. Consequently, the initial rise in CPI expectations is not self-fulfilling under CPI targeting, whereas under producer price inflation (PPI) targeting, improvements in the terms of trade act as an undesirable negative cost shock. Central banks in open economies would therefore be ill-advised to shift from CPI to PPI targeting, as the latter is more likely to result in welfare-reducing, self-fulfilling expectations.
C1 Colegio Mexico, Ctr Estudios Econ, Mexico City 10740, DF, Mexico.
RP McKnight, S (reprint author), Colegio Mexico, Ctr Estudios Econ, Camino Ajusco 20, Mexico City 10740, DF, Mexico.
EM mcknight@colmex.mx
OI McKnight, Stephen/0000-0003-0669-1511
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NR 26
TC 1
Z9 1
U1 0
U2 6
PU WILEY
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 1367-0271
EI 1468-2362
J9 INT FINANC
JI Int. Financ.
PD WIN
PY 2011
VL 14
IS 3
BP 445
EP 479
DI 10.1111/j.1468-2362.2011.01291.x
PG 35
WC Business, Finance; Economics
SC Business & Economics
GA 905ML
UT WOS:000301276200003
DA 2020-02-20
ER

PT J
AU Sunikka, A
   Bragge, J
   Kallio, H
AF Sunikka, Anne
   Bragge, Johanna
   Kallio, Henrik
TI The effectiveness of personalized marketing in online banking: A
   comparison between search and experience offerings
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE personalization; online banking; online advertising; click-stream data;
   type of offering; goal-directed behaviour
ID INFORMATION; CUSTOMIZATION; INTERNET
AB This study reports the results of personalized online promotions in a context where personalization has not been researched before - in online banking. Genuine online bank customers were shown personalized banner advertisements when they logged in to their online bank account. Three financial offerings consisting of different search and experience attributes were promoted to three groups of customers. We examined the attention, elaboration and choice measures, and compared the effectiveness of personalized banners to default banners, and the online promotions to direct-mail promotions. Despite the goal-directed routines that reflect the dominant customer behaviour in online banking, personalized banners attracted more attention than default banners. Furthermore, messages that promote fairly simple search-type offerings that are easy to apply and are linked to the context in which the promotion occurs are more effective than messages that do not fulfil these criteria. The results offer implications both for research and practice.
C1 [Sunikka, Anne; Bragge, Johanna] Aalto Univ, Sch Econ, Informat Syst Sci, Espoo, Finland.
   [Kallio, Henrik] Aalto Univ, Sch Econ, Econ & Management Sci, Espoo, Finland.
RP Sunikka, A (reprint author), Aalto Univ, Sch Econ, Aalto Univ IT, POB 11100, Aalto 00076, Finland.
RI Bragge, Johanna/C-6227-2008
OI Bragge, Johanna/0000-0002-4084-3104; Sunikka, Anne/0000-0002-5264-1067
FU Foundation for Economic Education
FX The first author appreciates the funding she received for this research
   from the Foundation for Economic Education.
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NR 36
TC 1
Z9 1
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD DEC-MAR
PY 2011
VL 16
IS 3-4
SI SI
BP 183
EP 194
DI 10.1057/fsm.2011.24
PG 12
WC Business
SC Business & Economics
GA V75NX
UT WOS:000211852400003
DA 2020-02-20
ER

PT J
AU Kumbhar, VM
AF Kumbhar, Vijay M.
TI FACTORS AFFECTING THE CUSTOMER SATISFACTION IN E-BANKING: SOME EVIDENCES
   FORM INDIAN BANKS
SO MANAGEMENT RESEARCH AND PRACTICE
LA English
DT Article
DE Service quality; Brand perception; Perceived value; Satisfaction;
   E-Banking
ID MULTIPLE-ITEM SCALE; SERVICE QUALITY; CONSUMER PERCEPTIONS; E-LOYALTY;
   MODEL
AB This study evaluates major factors (i.e. service quality, brand perception and perceived value) affecting on customers' satisfaction in e-banking service settings. This study also evaluates influence of service quality on brand perception, perceived value and satisfaction in e-banking. Required data was collected through customers' survey. For conducting customers' survey likert scale based questionnaire was developed after review of literature and discussions with bank managers as well as experts in customer service and marketing. Collected data was analyzed using principle component (PCA) using SPSS 19.0. A result indicates that, Perceived Value, Brand Perception, Cost Effectiveness, Easy to Use, Convenience, Problem Handling, Security/Assurance and Responsiveness are important factors in customers satisfaction in e-banking it explains 48.30 per cent of variance. Contact Facilities, System Availability, Fulfillment, Efficiency and Compensation are comparatively less important because these dimensions explain 21.70 per cent of variance in customers' satisfaction. Security/Assurance, Responsiveness, Easy to Use, Cost Effectiveness and Compensation are predictors of brand perception in e-banking and Fulfillment, Efficiency, Security/Assurance, Responsiveness, Convenience, Cost Effectiveness, Problem Handling and Compensation are predictors of perceived value in e-banking.
C1 [Kumbhar, Vijay M.] Abasaheb Marathe Coll, Rajapur 416702, Maharashtra, India.
RP Kumbhar, VM (reprint author), Abasaheb Marathe Coll, Rajapur 416702, Maharashtra, India.
EM vijay.kumbhar9@gmail.com
RI Kumbhar, Vijay M./I-3770-2019
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NR 28
TC 13
Z9 13
U1 0
U2 0
PU RESEARCH CENTER PUBLIC ADM & PUBLIC SERVICE
PI BUCHAREST
PA CALEA SERBAN VODA 22-24, BUCHAREST, 040211, ROMANIA
SN 2067-2462
J9 MANAG RES PRACT
JI Manag. Res. Pract.
PD DEC
PY 2011
VL 3
IS 4
BP 1
EP 14
PG 14
WC Management
SC Business & Economics
GA VF5FW
UT WOS:000443051800001
DA 2020-02-20
ER

PT J
AU Lee, PKC
   Cheng, TCE
   Yeung, ACL
   Lai, KH
AF Lee, Peter K. C.
   Cheng, T. C. Edwin
   Yeung, Andy C. L.
   Lai, Kee-hung
TI An empirical study of transformational leadership, team performance and
   service quality in retail banks
SO OMEGA-INTERNATIONAL JOURNAL OF MANAGEMENT SCIENCE
LA English
DT Article
DE Operations management; Banking; Management; Statistics
ID MODERATING ROLE; TRANSACTIONAL LEADERSHIP; CUSTOMER SATISFACTION;
   CONTEXTUAL INFLUENCES; JOB-SATISFACTION; DECISION-MAKING; MEDIATING
   ROLE; WORK GROUPS; MANAGEMENT; OUTCOMES
AB The discipline of operations management (OM) has long been offering differing quantitative techniques for improving the efficiency of banking operations. However, there has been a trend in recent years that operations and services of the banking industry are becoming more diverse and unstructured, rendering many traditional OM quantitative techniques less effective in performance improvement. By integrating the literature on banking operations, service quality, leadership style and work teams, we argue that leadership style and team performance are crucial concerns determining the service quality performance of today's banking operations in a team setting. Using data collected from 192 employees from 32 operational teams (a leader and five members in each team) in 15 retail banks in Macau, China, we investigated whether the five dimensions of transformational leadership have an impact on team performance with respect to team cohesion, team leader job satisfaction and team competence; and whether the dimensions of team performance have an impact on such service quality dimensions as reliability and responsiveness. We found that one of the dimensions of transformational leadership and two of the dimensions of team performance have a significant impact on service quality. We discuss the implications of the findings for research and practise. (C) 2011 Elsevier Ltd. All rights reserved.
C1 [Lee, Peter K. C.; Cheng, T. C. Edwin; Yeung, Andy C. L.; Lai, Kee-hung] Hong Kong Polytech Univ, Dept Logist & Maritime Studies, Kowloon, Hong Kong, Peoples R China.
RP Lee, PKC (reprint author), Hong Kong Polytech Univ, Dept Logist & Maritime Studies, Kowloon, Hong Kong, Peoples R China.
EM lgtplee@polyu.edu.hk
RI Cheng, Edwin/K-5403-2019; Meeuwsen, Sjaak/F-9186-2011; Lai,
   Kee-hung/B-4054-2009; Cheng, T. C. E./D-5688-2015
OI Cheng, Edwin/0000-0001-5127-6419; Lai, Kee-hung/0000-0001-9296-0882;
   Cheng, T. C. E./0000-0001-5127-6419; LEE, Ka Chun/0000-0001-6435-800X;
   Yeung, Andy C. L./0000-0003-0630-7372
FU Research Grants Council of Hong KongHong Kong Research Grants Council
   [519808]
FX This research was supported in part by the Research Grants Council of
   Hong Kong (GRF Project No.: 519808).
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NR 99
TC 41
Z9 41
U1 2
U2 68
PU PERGAMON-ELSEVIER SCIENCE LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, ENGLAND
SN 0305-0483
J9 OMEGA-INT J MANAGE S
JI Omega-Int. J. Manage. Sci.
PD DEC
PY 2011
VL 39
IS 6
BP 690
EP 701
DI 10.1016/j.omega.2011.02.001
PG 12
WC Management; Operations Research & Management Science
SC Business & Economics; Operations Research & Management Science
GA 773FR
UT WOS:000291292900011
DA 2020-02-20
ER

PT J
AU Zafar, M
   Zaheer, A
   Saleem-ur-Rahman
   Rehman, KU
AF Zafar, Mohsin
   Zaheer, Arshad
   Saleem-ur-Rahman
   Rehman, Kashif Ur
TI Impact of online service quality on customer satisfaction in banking
   sector of Pakistan
SO AFRICAN JOURNAL OF BUSINESS MANAGEMENT
LA English
DT Article
DE Online customer satisfaction; e-banking service quality; online service
   quality
ID CONSUMER SATISFACTION; MODEL; DETERMINANTS; TRUST
AB This study formulated and tested a model for customer satisfaction based on service quality in e-banking. The research team developed the model on the basis of theoretical background. The research team used a structured questionnaire in order to collect data from e-banking customers of private sector banks in Pakistan using the convenience sampling method. The sample size of the study was 264. The research team used SPSS 15.0 to examine the variables. The research team also used virtual partial least squares (VPLS) 1.04 for model testing in a single run. The findings validated the relationships between the variables in the model. The outcome of the study was that identified service quality dimensions had a significant impact on customer satisfaction in e-banking. Improvement in web service quality is recommended for achievement of customer satisfaction in banking sector.
C1 [Zafar, Mohsin; Zaheer, Arshad; Saleem-ur-Rahman; Rehman, Kashif Ur] Iqra Univ, Dept Management Sci, Islamabad, Pakistan.
RP Zaheer, A (reprint author), Iqra Univ, Dept Management Sci, H-9, Islamabad, Pakistan.
EM arshad_zz@yahoo.com
CR Awad E., 2000, P 2000 ACM SIGCPR C
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NR 32
TC 4
Z9 4
U1 0
U2 20
PU ACADEMIC JOURNALS
PI VICTORIA ISLAND
PA P O BOX 5170-00200 NAIROBI, VICTORIA ISLAND, LAGOS 73023, NIGERIA
SN 1993-8233
J9 AFR J BUS MANAGE
JI Afr. J. Bus. Manag.
PD NOV 30
PY 2011
VL 5
IS 30
BP 11786
EP 11793
DI 10.5897/AJBM10.379
PG 8
WC Business; Management
SC Business & Economics
GA 856TD
UT WOS:000297665400006
DA 2020-02-20
ER

PT J
AU Feng, XB
   Alon, I
AF Feng, Xiaobing
   Alon, Ilan
TI Changes in services trade barriers in banking and their impact: the case
   of the ASEAN+3
SO ASIAN-PACIFIC ECONOMIC LITERATURE
LA English
DT Article
ID TOPOLOGY; RISK
AB Although there has been extensive research on the ASEAN+3 countries, which reveals a synchronisation of economic policies, including exchange rate management policies, research on the regional pattern of trade policies in the banking sector is limited. We evaluate the trade barriers in banking and their evolution, using data from three sequential surveys conducted by the World Bank and surveys by other international organisations. We find that the country dispersions in trade-restricting policies are stable over time. Moreover, we find no evidence of moves in the direction of liberalisation in the sector. The economic modelling undertaken provides an indication of the real income gains and the cost increases of the policies adopted.
C1 [Feng, Xiaobing] Shanghai Jiao Tong Univ, Antai Econ & Management Sch, Shanghai, Peoples R China.
   [Feng, Xiaobing] Shanghai Inst Foreign Trade, Sch Finance, Shanghai, Peoples R China.
   [Alon, Ilan] Rollins Coll, China Ctr, White Pk, FL USA.
RP Feng, XB (reprint author), Shanghai Jiao Tong Univ, Antai Econ & Management Sch, Shanghai, Peoples R China.
RI Alon, Ilan/P-5748-2014
OI Alon, Ilan/0000-0002-6927-593X
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NR 35
TC 1
Z9 1
U1 0
U2 10
PU WILEY-BLACKWELL
PI MALDEN
PA COMMERCE PLACE, 350 MAIN ST, MALDEN 02148, MA USA
SN 0818-9935
J9 ASIAN-PAC ECON LIT
JI Asian-Pac Econ. Lit.
PD NOV
PY 2011
VL 25
IS 2
BP 103
EP 115
DI 10.1111/j.1467-8411.2011.01309.x
PG 13
WC Economics
SC Business & Economics
GA 853ET
UT WOS:000297409700007
DA 2020-02-20
ER

PT J
AU Bruhn, M
   Love, I
AF Bruhn, Miriam
   Love, Inessa
TI Gender differences in the impact of banking services: evidence from
   Mexico
SO SMALL BUSINESS ECONOMICS
LA English
DT Article
DE Finance and development; Entrepreneurship; Banking
ID CREDIT PROGRAMS; ENTREPRENEURSHIP; FINANCE; MATTER; BANGLADESH;
   TRANSITION; RETURNS; POOR
AB This paper examines the effects of providing financial services to low-income individuals on entrepreneurial activity, employment, and the income levels of men and women. We exploit cross-time and cross-municipality variation in the opening of Banco Azteca in Mexico to measure these effects with a difference-in-difference strategy. This bank opened over 800 branches simultaneously in 2002, focusing on low-income clients. Our results show that this led to an increase in the number of informal business owners among men and to an increase in wage-earning opportunities for women. Average income levels also increased, with this increase being twofold higher for women than for men.
C1 [Bruhn, Miriam; Love, Inessa] World Bank, Washington, DC 20433 USA.
RP Bruhn, M (reprint author), World Bank, 1818 H St NW,MSN MC 3-307, Washington, DC 20433 USA.
EM mbruhn@worldbank.org
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NR 32
TC 7
Z9 7
U1 0
U2 28
PU SPRINGER
PI DORDRECHT
PA VAN GODEWIJCKSTRAAT 30, 3311 GZ DORDRECHT, NETHERLANDS
SN 0921-898X
J9 SMALL BUS ECON
JI Small Bus. Econ. Group
PD NOV
PY 2011
VL 37
IS 4
BP 493
EP 512
DI 10.1007/s11187-011-9377-9
PG 20
WC Business; Economics; Management
SC Business & Economics
GA 866PO
UT WOS:000298393500006
DA 2020-02-20
ER

PT J
AU Eshlaghy, AT
   Kazemi, MA
   Radfar, R
   Abdolmohammadi, N
AF Eshlaghy, Abbas Toloie
   Kazemi, Mohammadali Afshar
   Radfar, Reza
   Abdolmohammadi, Nasibe
TI Causal analysis of customer needs in the banking system by applying
   fuzzy group decision making
SO AFRICAN JOURNAL OF BUSINESS MANAGEMENT
LA English
DT Article
DE Decision making; customer needs; satisfaction; Kano model; DEMATEL;
   fuzzy
ID KANO MODEL; PRODUCT DEVELOPMENT; SATISFACTION
AB Effective customer satisfaction investigation is a very important precondition in the banking system. It is needed to get the knowledge of how to use advanced methods to identify customer preferences, classification and prioritization of banks and how to use the evaluation result to improve their quality services. Iranian Bank also plays a leading role in providing financial facilities in which satisfaction of customers is top priority. The general contribution of this article proposes concepts, methods and models to conceive the important criteria affecting the customers' satisfaction in banking systems based on Delphi method. Classifying these criteria based on Kano Model, the Kano Model organized important criteria on how they are perceived by customers that are categorized by basic, performance and excitement needs. This article tries to introduce a group decision-making method, named DEMATEL in fuzzy environment, to determine both direct and indirect relationships between criteria and prioritization of banks. At the end, the most important criteria in each group are determined.
C1 [Eshlaghy, Abbas Toloie; Kazemi, Mohammadali Afshar; Abdolmohammadi, Nasibe] Islamic Azad Univ, Ind Management Dept, Sci & Res Branch, Tehran, Iran.
   [Radfar, Reza] Islamic Azad Univ, Technol Management Dept, Sci & Res Branch, Tehran, Iran.
RP Eshlaghy, AT (reprint author), Islamic Azad Univ, Ind Management Dept, Sci & Res Branch, Tehran, Iran.
EM r.radfar@srbiau.ac.ir
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NR 49
TC 0
Z9 0
U1 0
U2 6
PU ACADEMIC JOURNALS
PI VICTORIA ISLAND
PA P O BOX 5170-00200 NAIROBI, VICTORIA ISLAND, LAGOS 73023, NIGERIA
SN 1993-8233
J9 AFR J BUS MANAGE
JI Afr. J. Bus. Manag.
PD SEP 23
PY 2011
VL 5
IS 21
BP 8417
EP 8431
PG 15
WC Business; Management
SC Business & Economics
GA 856FT
UT WOS:000297624500005
DA 2020-02-20
ER

PT J
AU Sundararajan, R
   Bhaskar, T
   Sarkar, A
   Dasaratha, S
   Bal, D
   Marasanapalle, JK
   Zmudzka, B
   Bak, K
AF Sundararajan, Ramasubramanian
   Bhaskar, Tarun
   Sarkar, Abhinanda
   Dasaratha, Sridhar
   Bal, Debasis
   Marasanapalle, Jayanth K.
   Zmudzka, Beata
   Bak, Karolina
TI Marketing Optimization in Retail Banking
SO INTERFACES
LA English
DT Article
DE marketing optimization; retail banking; customer relationship
   management; mathematical programming; genetic algorithm; Markov chains;
   fuzzy mathematical programming
ID PROGRAMMING APPROACH; CUSTOMER; ALGORITHMS; SELECTION; MODELS
AB In this paper, we address the problem of making optimal product offers to customers of a retail bank by using techniques including Markov chains, genetic algorithms, mathematical programming, and design of experiments. Our challenges were large problem size, uncertainty about estimates of customer responses to product offers, and practical issues in training and implementation. The solution had an estimated financial impact of around $20 million; it also provided other intangible benefits, including structured decision making, the capability of performing what-if analysis, and portability to other markets and portfolios.
C1 [Sundararajan, Ramasubramanian; Bhaskar, Tarun; Sarkar, Abhinanda; Dasaratha, Sridhar; Bal, Debasis; Marasanapalle, Jayanth K.] GE Global Res, Bangalore 560066, Karnataka, India.
   [Zmudzka, Beata; Bak, Karolina] GE Capital, Bank BPH, PL-80387 Gdansk, Poland.
RP Sundararajan, R (reprint author), GE Global Res, Bangalore 560066, Karnataka, India.
EM ramasubramanian.sundararajan@ge.com; tarun.bhaskar@ge.com;
   abhinanda.sarkar@ge.com; sridhar.dasaratha@ge.com; debasis.bal@ge.com;
   jayanth.marasanapalle1@ge.com; beata.zmudzka@ge.com; karolina.bak@ge.com
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NR 34
TC 5
Z9 5
U1 2
U2 15
PU INFORMS
PI HANOVER
PA 7240 PARKWAY DR, STE 310, HANOVER, MD 21076-1344 USA
SN 0092-2102
J9 INTERFACES
JI Interfaces
PD SEP-OCT
PY 2011
VL 41
IS 5
BP 485
EP 505
DI 10.1287/inte.1110.0597
PG 21
WC Management; Operations Research & Management Science
SC Business & Economics; Operations Research & Management Science
GA 841MG
UT WOS:000296515800006
DA 2020-02-20
ER

PT J
AU Carapeto, M
   Gietzmann, MB
AF Carapeto, Maria
   Gietzmann, Miles B.
TI Sell-Side Analyst Bias When Investment Banks Have Privileged Access to
   the Board
SO FINANCIAL MANAGEMENT
LA English
DT Article
ID CONFLICTS-OF-INTEREST; REGRESSION-ANALYSIS; RECOMMENDATIONS; MODELS
AB Research on analyst bias typically identifies affiliation with reference to a subset of the mandates that could give rise to incentives for bias in a multifunction investment bank. This paper develops a new measure of affiliation based upon the UK practice of corporate broking. An advantage of this approach is that affiliation is no longer restricted to isolated equity issuance events as it is an ongoing activity. This research shows that prior US evidence regarding the "Global Settlement" is robust to this new measure and application in the United Kingdom rather than solely the United States. The paper uses a hazard rate methodology focusing on the timeliness of revisions to address selection bias concerns.
C1 [Carapeto, Maria; Gietzmann, Miles B.] City Univ London, Cass Business Sch, London, England.
RP Carapeto, M (reprint author), City Univ London, Cass Business Sch, London, England.
OI Gietzmann, Miles/0000-0002-5101-9583
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NR 37
TC 1
Z9 1
U1 1
U2 5
PU WILEY
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 0046-3892
EI 1755-053X
J9 FINANC MANAGE
JI Financ. Manage.
PD FAL
PY 2011
VL 40
IS 3
BP 757
EP 784
DI 10.1111/j.1755-053X.2011.01160.x
PG 28
WC Business, Finance
SC Business & Economics
GA 823BR
UT WOS:000295097200009
DA 2020-02-20
ER

PT J
AU El-Manstrly, D
   Paton, R
   Veloutsou, C
   Moutinho, L
AF El-Manstrly, Dahlia
   Paton, Robert
   Veloutsou, Cleopatra
   Moutinho, Luiz
TI An empirical investigation of the relative effect of trust and switching
   costs on service loyalty in the UK retail banking industry
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE service loyalty; switching costs; trust; UK financial services
ID BRAND LOYALTY; SATISFACTION; CONSUMERS; QUALITY; PROVIDERS; INTENTION;
   MODEL
AB The crisis in the UK financial services industry has led to retail banking customers treating transactions with growing scepticism. Retail banks are having to work very hard to regain customer trust. Despite recent research in marketing that acknowledges the importance of service loyalty to service firms, studies that have examined the relative effects of trust and the different types of switching costs on attitudinal and behavioural loyalty are scant. Therefore this article aims to build a model to examine the strength of the relationships between these constructs. Using survey data collected from a convenience sample of 290 retail banking customers in the United Kingdom, the article reveals that the main drivers of attitudinal loyalty are trust and relational switching costs. In contrast, the main drivers of behavioural loyalty are trust, relational switching costs and attitudinal loyalty. Interestingly, financial and procedural switching costs exert no significant effect on either attitudinal or behavioural loyalty. Trust and relational switching costs exert a stronger effect on attitudinal than behavioural loyalty.
C1 [El-Manstrly, Dahlia] Univ Glasgow, Sch Business, Glasgow, Lanark, Scotland.
   [El-Manstrly, Dahlia] Univ Edinburgh, Business School, 29 Buccleuch Pl,Room 3-03, Edinburgh EH8 9JS, Midlothian, Scotland.
   [Paton, Robert] Univ Glasgow, Management, Glasgow, Lanark, Scotland.
   [Veloutsou, Cleopatra] Univ Glasgow, Dept Management, Mkt, Glasgow, Lanark, Scotland.
   [Veloutsou, Cleopatra] Univ Bari, Bari, Italy.
   [Moutinho, Luiz] Univ Glasgow, Chair Mkt, Glasgow, Lanark, Scotland.
RP El-Manstrly, D (reprint author), Univ Edinburgh, Business School, 29 Buccleuch Pl,Room 3-03, Edinburgh EH8 9JS, Midlothian, Scotland.
EM Dahlia.El-Manstrly@ed.ac.uk
RI Veloutsou, Cleopatra/B-6090-2016
OI Veloutsou, Cleopatra/0000-0002-1373-6338
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NR 51
TC 15
Z9 15
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD SEP
PY 2011
VL 16
IS 2
BP 101
EP 110
DI 10.1057/fsm.2011.9
PG 10
WC Business
SC Business & Economics
GA V75LK
UT WOS:000211845900003
DA 2020-02-20
ER

PT J
AU Groysberg, B
   Healy, PM
   Maber, DA
AF Groysberg, Boris
   Healy, Paul M.
   Maber, David A.
TI What Drives Sell-Side Analyst Compensation at High-Status Investment
   Banks?
SO JOURNAL OF ACCOUNTING RESEARCH
LA English
DT Article
ID BIASED EARNINGS FORECASTS; SECURITY ANALYSTS; PERFORMANCE EVALUATION;
   CAREER CONCERNS; STOCK RETURNS; FIRMS; RECOMMENDATIONS; REPUTATION;
   ACCURACY; ABILITY
AB We use proprietary data from a major investment bank to investigate factors associated with analysts' annual compensation. We find compensation to be positively related to "All-Star" recognition, investment-banking contributions, the size of analysts' portfolios, and whether an analyst is identified as a top stock picker by the Wall Street Journal. We find no evidence that compensation is related to earnings forecast accuracy. But consistent with prior studies, we find analyst turnover to be related to forecast accuracy, suggesting that analyst forecasting incentives are primarily termination based. Additional analyses indicate that "All-Star" recognition proxies for buy-side client votes on analyst research quality used to allocate commissions across banks and analysts. Taken as a whole, our evidence is consistent with analyst compensation being designed to reward actions that increase brokerage and investment-banking revenues. To assess the generality of our findings, we test the same relations using compensation data from a second high-status bank and obtain similar results.
C1 [Groysberg, Boris; Healy, Paul M.] Harvard Univ, Sch Business, Cambridge, MA 02138 USA.
   [Maber, David A.] USC Marshall Sch Business, Los Angeles, CA USA.
RP Groysberg, B (reprint author), Harvard Univ, Sch Business, Cambridge, MA 02138 USA.
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NR 72
TC 94
Z9 94
U1 2
U2 53
PU WILEY-BLACKWELL
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 0021-8456
J9 J ACCOUNT RES
JI J. Account. Res.
PD SEP
PY 2011
VL 49
IS 4
BP 969
EP 1000
DI 10.1111/j.1475-679X.2011.00417.x
PG 32
WC Business, Finance
SC Business & Economics
GA 794DW
UT WOS:000292876700004
DA 2020-02-20
ER

PT J
AU Yaghoubi, NM
   Bahmani, E
AF Yaghoubi, Nour-Mohammad
   Bahmani, Ebrahim
TI Behavioral approach to policy making of the internet banking industry:
   The evaluation of factors influenced on the customers' adoption of
   internet banking services
SO AFRICAN JOURNAL OF BUSINESS MANAGEMENT
LA English
DT Article
DE Internet banking (IB); theory of planned behavior (TPB); theory of
   perceived risk (TPR); structural equation modeling (SEM)
ID PERCEIVED RISK; INFORMATION TECHNOLOGY; HONG-KONG; MODEL; ACCEPTANCE;
   TRUST
AB This study combines the Theory of Perceived Risk (TPR) with the Theory of planned Behavior (TPB) to understand customers' adoption of internet banking in Iran. The questionnaires are designed to survey the randomly selected sample of Iranian national bank customers. The selected sample contains 349 customers who responded to the questionnaire. This research used the structural equation modeling (SEM) to test the causalities in the proposed model and the strength of the hypothesized relationships. The results provide support of the integrated TPR with TPB models and confirm its robustness in predicting customers' intention for adoption of internet banking; also it shown that the security risk has the most destructive effect on the intention of using internet banking, as well as financial risk, and it is made strongly by attitude.
C1 [Yaghoubi, Nour-Mohammad; Bahmani, Ebrahim] Univ Sistan & Baluchestan, Sch Management & Accounting, Dept Management, Zahedan, Iran.
RP Yaghoubi, NM (reprint author), Univ Sistan & Baluchestan, Sch Management & Accounting, Dept Management, Zahedan, Iran.
EM yaghoobinor@yahoo.com
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NR 30
TC 4
Z9 4
U1 0
U2 0
PU ACADEMIC JOURNALS
PI VICTORIA ISLAND
PA P O BOX 5170-00200 NAIROBI, VICTORIA ISLAND, LAGOS 73023, NIGERIA
SN 1993-8233
J9 AFR J BUS MANAGE
JI Afr. J. Bus. Manag.
PD AUG 18
PY 2011
VL 5
IS 16
BP 6785
EP 6792
PG 8
WC Business; Management
SC Business & Economics
GA 856FJ
UT WOS:000297623400016
DA 2020-02-20
ER

PT J
AU Cakinberk, A
AF Cakinberk, Arzu
TI Studying the relationship between employees' occupational burnout levels
   and satisfaction of life: A research in private banks
SO AFRICAN JOURNAL OF BUSINESS MANAGEMENT
LA English
DT Article
DE Burnout syndrome; life satisfaction; emotional exhaustion;
   depersonalization; personal accomplishment
ID JOB-SATISFACTION; SYMPTOMS; THOUGHTS; NURSES; STAFF; MODEL
AB This study was carried out to determine whether bank employees' burnout levels and satisfaction of life differentiate significantly according to certain variables and to reveal the relationship between them. Bank employees' satisfaction of life was measured by using Satisfaction of Life Scale and their burnout levels by Maslach Burnout Inventory. The main scope of research comprised of bank employees working in cities of Sivas and Tunceli. A total of 264 bank employees participated in this research. As a result of this research, it appeared that participants' satisfaction of life levels were generally high. When the mean scores obtained by them from burnout scale were scrutinized, it was observed that sample's emotional burnout and depersonalization levels were high and the personal accomplishment levels were medium. It was concluded in the research that there was a poor relationship between burnout and satisfaction of life. In addition, certain differences were discovered in each of the three sub dimensions of burnout levels of bank employees, in terms of variables such as gender, age, marital status, education and length of service.
C1 Tunceli Univ, Fac Econ & Adm Sci, Tunceli, Turkey.
RP Cakinberk, A (reprint author), Tunceli Univ, Fac Econ & Adm Sci, Tunceli, Turkey.
EM acakinberk@tunceli.edu.tr
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NR 55
TC 0
Z9 1
U1 0
U2 11
PU ACADEMIC JOURNALS
PI VICTORIA ISLAND
PA P O BOX 5170-00200 NAIROBI, VICTORIA ISLAND, LAGOS 73023, NIGERIA
SN 1993-8233
J9 AFR J BUS MANAGE
JI Afr. J. Bus. Manag.
PD AUG 18
PY 2011
VL 5
IS 16
BP 6825
EP 6838
PG 14
WC Business; Management
SC Business & Economics
GA 856FJ
UT WOS:000297623400020
DA 2020-02-20
ER

PT J
AU Khan, N
   Kadir, SLSA
AF Khan, Nasreen
   Kadir, Sharifah Latifah Syed A.
TI The impact of perceived value dimension on satisfaction and behavior
   intention: Young-adult consumers in banking industry
SO AFRICAN JOURNAL OF BUSINESS MANAGEMENT
LA English
DT Article
DE Customer perceived value; customer satisfaction; behavior intention;
   functional value; relational value; young consumers; banking services
ID BUSINESS-TO-BUSINESS; CUSTOMER SATISFACTION; SERVICE QUALITY;
   PERCEPTIONS; LOYALTY; MODEL; PRICE; INFORMATION; PROFITABILITY;
   REEXAMINATION
AB The paper introduced new multidimensional perceived value and its impacts. This study aimed to analyze direct/indirect effect of perceived value dimensions (functional and relational value) on attitudinal and behavioral components of loyalty: satisfaction and behavior intentions to use retail bank services. Factor analysis indicated that functional service value, functional service quality, relational value of trust and relational value of commitment are the multi dimensions of perceived value. Step wise regressions analysis further observed that functional service value and relational value of commitment predict behavior intention. The result of the study also indicated that satisfaction fully mediates the relationship between relational value of commitment and behavior intention. The limitations of this study were discussed and suggestions for future research were also put forward.
C1 [Khan, Nasreen; Kadir, Sharifah Latifah Syed A.] Univ Malaya, Fac Business & Accountancy, Kuala Lumpur 50603, Malaysia.
RP Khan, N (reprint author), Univ Malaya, Fac Business & Accountancy, Kuala Lumpur 50603, Malaysia.
EM Nasreenkhan88@yahoo.com
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NR 137
TC 1
Z9 2
U1 0
U2 17
PU ACADEMIC JOURNALS
PI VICTORIA ISLAND
PA P O BOX 5170-00200 NAIROBI, VICTORIA ISLAND, LAGOS 73023, NIGERIA
SN 1993-8233
J9 AFR J BUS MANAGE
JI Afr. J. Bus. Manag.
PD AUG 18
PY 2011
VL 5
IS 16
BP 7055
EP 7067
PG 13
WC Business; Management
SC Business & Economics
GA 856FJ
UT WOS:000297623400041
DA 2020-02-20
ER

PT J
AU Agarwal, S
   Chomsisengphet, S
   Liu, CL
AF Agarwal, Sumit
   Chomsisengphet, Souphala
   Liu, Chunlin
TI Consumer bankruptcy and default: The role of individual social capital
SO JOURNAL OF ECONOMIC PSYCHOLOGY
LA English
DT Article
DE Social capital; Consumer bankruptcy; Default; Credit risk; Credit cards;
   Banking
ID PARTICIPATION; DECISION
AB In this paper, we empirically assess the role of individual social capital on personal bankruptcy and default outcomes in the consumer credit market. After controlling for a borrower's risk score, debt, income, wealth, and legal and economic environments, we find that default/bankruptcy risk rises and then falls over the lifecycle, while a borrower who owns a home or is married has a lower risk of default/bankruptcy. Moreover, a borrower who migrates 190 miles from his "state of birth" is 17% more likely to default and 15% more likely to file for bankruptcy, while a borrower who continues to live in his state of birth is 14% and 10% less likely to default and file for bankruptcy, respectively. A borrower who moves to a rural area is 9% and 7% less likely to default and declare bankruptcy, respectively. We also find that measures of social networks, norms, and cooperation and trust (i.e., aggregate social capital) are inversely related to consumer bankruptcy. Published by Elsevier B.V.
C1 [Agarwal, Sumit] Fed Reserve Bank Chicago, Res Dept, Chicago, IL 60604 USA.
   [Chomsisengphet, Souphala] Off Comptroller Currency, Risk Anal Div, Washington, DC 20219 USA.
   [Liu, Chunlin] Univ Nevada, Coll Business, Reno, NV 89557 USA.
RP Agarwal, S (reprint author), Fed Reserve Bank Chicago, Res Dept, 230 S LaSalle St, Chicago, IL 60604 USA.
EM sagarwal@frbchi.org; souphala.chomsisengphet@occ.treas.gov; liuc@unr.edu
RI Agarwal, Sumit/F-4836-2012
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NR 32
TC 25
Z9 25
U1 1
U2 19
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0167-4870
J9 J ECON PSYCHOL
JI J. Econ. Psychol.
PD AUG
PY 2011
VL 32
IS 4
SI SI
BP 632
EP 650
DI 10.1016/j.joep.2010.11.007
PG 19
WC Economics; Psychology, Multidisciplinary
SC Business & Economics; Psychology
GA 815LA
UT WOS:000294525900009
DA 2020-02-20
ER

PT J
AU Gross, T
   Notowidigdo, MJ
AF Gross, Tal
   Notowidigdo, Matthew J.
TI Health insurance and the consumer bankruptcy decision: Evidence from
   expansions of Medicaid
SO JOURNAL OF PUBLIC ECONOMICS
LA English
DT Article
DE Health insurance; Bankruptcy; Medicaid
ID PERSONAL BANKRUPTCY; DEMAND; CROWD
AB Anecdotal evidence and several observational studies suggest that out-of-pocket medical costs are pivotal in a large fraction of consumer bankruptcy decisions. In this paper, we assess the contribution of medical costs to household bankruptcy risk by exploiting plausibly exogenous variation in publicly provided health insurance. Using cross-state variation in Medicaid expansions from 1992 to 2004, we find that a 10 percentage point increase in Medicaid eligibility reduces personal bankruptcies by 8%, with no evidence that business bankruptcies are similarly affected. We interpret our findings with a model in which health insurance imperfectly substitutes for other forms of financial protection, and we use the model to present simple calibration results which illustrate how our reduced-form parameter estimate affects the optimal level of health insurance benefits. We conclude with calculations which suggest that out-of-pocket medical costs are pivotal in roughly 26% of personal bankruptcies among low-income households. (C) 2011 Elsevier B.V. All rights reserved.
C1 [Gross, Tal] Columbia Univ, Mailman Sch Publ Hlth, New York, NY 10027 USA.
   [Notowidigdo, Matthew J.] Univ Chicago, Booth Sch Business, Chicago, IL 60637 USA.
RP Gross, T (reprint author), Columbia Univ, Mailman Sch Publ Hlth, New York, NY 10027 USA.
EM tg2370@columbia.edu
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NR 29
TC 71
Z9 71
U1 2
U2 19
PU ELSEVIER SCIENCE SA
PI LAUSANNE
PA PO BOX 564, 1001 LAUSANNE, SWITZERLAND
SN 0047-2727
J9 J PUBLIC ECON
JI J. Public Econ.
PD AUG
PY 2011
VL 95
IS 7-8
BP 767
EP 778
DI 10.1016/j.jpubeco.2011.01.012
PG 12
WC Economics
SC Business & Economics
GA 773EM
UT WOS:000291289800024
DA 2020-02-20
ER

PT J
AU Mahdi, MOS
AF Mahdi, Mohamed Osman Shereif
TI Trust and security of electronic banking services in Saudi commercial
   banks: Saudis versus Non Saudis opinions
SO AFRICAN JOURNAL OF BUSINESS MANAGEMENT
LA English
DT Article
DE Electronic security; information technology; e-services trust;
   technological change; electronic banking; developing countries; Middle
   East; Saudi Arabia
ID TECHNOLOGY ACCEPTANCE MODEL; ONLINE BANKING; QUALITY; INTERNET
AB This paper reports on research conducted in the Kingdom of Saudi Arabia. The research examines the trust and the security of electronic banking services in Saudi commercial banks. The design for the study used quantitative research methodology. Data were collected by means of questionnaires utilizing snowballing approach. 500 Questionnaires were distributed to banks' respondents including Saudi and Non Saudi banks' customers. The quantitative data presented very strong evidence to support both hypotheses that: there are significant trust differences between Saudis and Non Saudis in their use of electronic banking services comprising ATM, Credit cards, Mobile SMS, Phone and the Internet banking (p-value 0.001, 0.006, 0.004, 0.000 and 0.033 respectively); and also that: there are significant security differences between Saudis and Non Saudis in their use of electronic banking services including ATM, mobile SMS, phone and the internet banking services (p-value 0.000, 0.000, 0.000 and 0.006, respectively). Findings revealed how Saudi banks' customers have very high trust in using the electronic banking services and also how Saudi banks' customers strongly believed that the electronic banking services are more secure compared with their counterpart the Non Saudis. The study presents new empirical evidence, and enhances our understanding on the trust and the security of electronic banking technology in a Middle East country. The implication of this study will be vital in helping Saudi banks' managers to assess and identify methods of improving the trust and the security of electronic banking services offered.
C1 King Fahd Univ Petr & Minerals, Dept Management & Mkt, Dhahran 31261, Saudi Arabia.
RP Mahdi, MOS (reprint author), King Fahd Univ Petr & Minerals, Dept Management & Mkt, Dhahran 31261, Saudi Arabia.
EM mosmahdi@kfupm.edu.sa
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NR 45
TC 1
Z9 1
U1 0
U2 16
PU ACADEMIC JOURNALS
PI VICTORIA ISLAND
PA P O BOX 5170-00200 NAIROBI, VICTORIA ISLAND, LAGOS 73023, NIGERIA
SN 1993-8233
J9 AFR J BUS MANAGE
JI Afr. J. Bus. Manag.
PD JUL 18
PY 2011
VL 5
IS 14
BP 5524
EP 5535
PG 12
WC Business; Management
SC Business & Economics
GA 821CY
UT WOS:000294953600013
DA 2020-02-20
ER

PT J
AU Oliveira, P
   von Hippel, E
AF Oliveira, Pedro
   von Hippel, Eric
TI Users as service innovators: The case of banking services
SO RESEARCH POLICY
LA English
DT Article
DE Service innovation; Service development; User innovation
ID VALUE CO-CREATION; STICKY INFORMATION; PRODUCT CONCEPTS; COMMUNITIES;
   PERFORMANCE; SOFTWARE; LOCUS; FIELD; FIRM
AB Many services can be self-provided. An individual user or a user firm can, for example, choose to do its own accounting - choose to self-provide that service - instead of hiring an accounting firm to provide it. Since users can 'serve themselves' in many cases, it is reasonable to suspect that they can also innovate with respect to the services they self-provide - possibly without the assistance of service providers.
   In this paper, we conduct the first quantitative exploration of the importance of services innovation by users, focusing on the field of commercial and retail banking services. We find that 55% of today's computerized commercial banking services were first developed and implemented by non-bank firms for their own use, and 44% of today's computerized retail banking services were first developed and implemented by individual service users rather than by commercial financial service providers. Manual precursors to these services - manual procedures that carried out functions similar to computerized services in our sample - were almost always developed by users as self-services.
   Our empirical findings differ significantly from prevalent producer-centered views of service development. We speculate that the patterns we have observed in banking with respect to the major role of users in service development will prove to be quite general. If so, this will be an important matter: on the order of 75% of GDP in advanced economies today is derived from services. We discuss the implications of our findings for research and practice in service development. (C) 2011 Elsevier B.V. All rights reserved.
C1 [Oliveira, Pedro] CATOLICA LISBON Sch Business & Econ, P-1649023 Lisbon, Portugal.
   [von Hippel, Eric] MIT Sloan Sch Management, Cambridge, MA 02141 USA.
RP Oliveira, P (reprint author), CATOLICA LISBON Sch Business & Econ, P-1649023 Lisbon, Portugal.
EM poliveira@clsbe.lisboa.ucp.pt; evhippel@mit.edu
RI Oliveira, Pedro/B-2619-2016; Oliveira, Pedro/AAF-3908-2019
OI Oliveira, Pedro/0000-0002-3898-2623; 
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NR 91
TC 119
Z9 121
U1 4
U2 132
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0048-7333
EI 1873-7625
J9 RES POLICY
JI Res. Policy
PD JUL
PY 2011
VL 40
IS 6
BP 806
EP 818
DI 10.1016/j.respol.2011.03.009
PG 13
WC Management
SC Business & Economics
GA 789AD
UT WOS:000292484800002
OA Green Published
DA 2020-02-20
ER

PT J
AU Dubois, M
   Bobillier-Chaumon, ME
   Retour, D
AF Dubois, Michel
   Bobillier-Chaumon, Marc-Eric
   Retour, Didier
TI The impact of development of customer online banking skills on customer
   adviser skills
SO NEW TECHNOLOGY WORK AND EMPLOYMENT
LA English
DT Article
AB The object of this article is the development of customer banking skills as a result of using online banking and its impact on the competence of customer advisers in face-to-face customer contacts. The main results show that online banking enables customers to develop a range of banking skills.
C1 [Dubois, Michel] Univ Grenoble 2, Lab Interuniv Psychol Personnal Cognit Changement, F-38040 Grenoble, France.
   [Bobillier-Chaumon, Marc-Eric] Univ Lyon, Inst Psychol, Lab GREPS, EA 4163, F-69676 Bron, France.
   [Retour, Didier] Univ Grenoble 2, IAE Grenoble, F-38040 Grenoble, France.
   [Retour, Didier] Univ Grenoble 2, CERAG, UMR580, F-38040 Grenoble, France.
   [Retour, Didier] Univ Grenoble 2, Inst Management, F-38040 Grenoble, France.
RP Dubois, M (reprint author), Univ Grenoble 2, Lab Interuniv Psychol Personnal Cognit Changement, F-38040 Grenoble, France.
EM michel.dubois@upmf-grenoble.fr;
   marc-eric.bobillier-chaumon@univ-lyon2.fr; didier.retour@iae-grenoble.fr
OI Bobillier Chaumon, Marc-Eric/0000-0002-4032-9527
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NR 41
TC 2
Z9 2
U1 0
U2 2
PU WILEY-BLACKWELL
PI MALDEN
PA COMMERCE PLACE, 350 MAIN ST, MALDEN 02148, MA USA
SN 0268-1072
J9 NEW TECH WORK EMPLOY
JI New Technol. Work Employ.
PD JUL
PY 2011
VL 26
IS 2
BP 156
EP 173
DI 10.1111/j.1468-005X.2011.00266.x
PG 18
WC Ergonomics; Management
SC Engineering; Business & Economics
GA 783TV
UT WOS:000292107800006
DA 2020-02-20
ER

PT J
AU Khan, N
   Kadir, SLSA
AF Khan, Nasreen
   Kadir, Sharifah Latifah Syed A.
TI The impact of perceived value dimension on satisfaction and behavior
   intention: Young-adult consumers in banking industry
SO AFRICAN JOURNAL OF BUSINESS MANAGEMENT
LA English
DT Article
DE Customer perceived value; customer satisfaction; behavior intention;
   functional value; relational value; young consumers; banking services
ID BUSINESS-TO-BUSINESS; CUSTOMER SATISFACTION; SERVICE QUALITY;
   PERCEPTIONS; LOYALTY; MODEL; PRICE; INFORMATION; PROFITABILITY;
   REEXAMINATION
AB The paper introduced new multidimensional perceived value and its impacts. This study aimed to analyze direct/indirect effect of perceived value dimensions (functional and relational value) on attitudinal and behavioral components of loyalty: satisfaction and behavior intentions to use retail bank services. Factor analysis indicated that functional service value, functional service quality, relational value of trust and relational value of commitment are the multi dimensions of perceived value. Step wise regressions analysis further observed that functional service value and relational value of commitment predict behavior intention. The result of the study also indicated that satisfaction fully mediates the relationship between relational value of commitment and behavior intention. The limitations of this study were discussed and suggestions for future research were also put forward.
C1 [Khan, Nasreen; Kadir, Sharifah Latifah Syed A.] Univ Malaya, Fac Business & Accountancy, Kuala Lumpur 50603, Malaysia.
RP Khan, N (reprint author), Univ Malaya, Fac Business & Accountancy, Kuala Lumpur 50603, Malaysia.
EM nasreenkhan88@yahoo.com
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NR 137
TC 1
Z9 1
U1 1
U2 8
PU ACADEMIC JOURNALS
PI VICTORIA ISLAND
PA P O BOX 5170-00200 NAIROBI, VICTORIA ISLAND, LAGOS 73023, NIGERIA
SN 1993-8233
J9 AFR J BUS MANAGE
JI Afr. J. Bus. Manag.
PD JUN 4
PY 2011
VL 5
IS 11
BP 4087
EP 4099
PG 13
WC Business; Management
SC Business & Economics
GA 821CA
UT WOS:000294951200011
DA 2020-02-20
ER

PT J
AU Huang, SC
   Wu, CF
AF Huang, Shian-Chang
   Wu, Cheng-Feng
TI Customer credit quality assessments using data mining methods for
   banking industries
SO AFRICAN JOURNAL OF BUSINESS MANAGEMENT
LA English
DT Article
DE Decision support system; credit risk assessment; genetic algorithm (GA);
   ensemble classifier; data mining
ID SUPPORT VECTOR MACHINES; NEURAL-NETWORKS; SCORING MODELS
AB Personal credit scoring on credit cards has been a critical issue in the banking industry. The bank with the most accurate estimation of its customer credit quality will be the most profitable. The study aims to compare quality prediction models from data mining methods, and improve traditional models by using boosting and genetic algorithms (GA). The predicting models used are instant-based classifiers (such as k-nearest neighbors), Bayesian networks, decision trees, decision tables, logistic regressions, radial basis function neural networks, and support vector machines. Three boosting (or ensemble) algorithms used for performance enhancement are AdaBoost, LogitBoost, and MultiBoost. The mentioned algorithms are optimized by GA for input features. Empirical results indicated that GA substantially improves the performance of underlying classifiers. Considering robustness and reliability, combining GA with ensemble classifiers is better than traditional models. Especially, integrating GA with LogitBoost (C4.5) is the most effective and compact model for credit quality evaluations.
C1 [Huang, Shian-Chang] Natl Changhua Univ Educ, Dept Business Adm, Changhua, Taiwan.
   [Wu, Cheng-Feng] Natl Taiwan Univ, Dept Business Adm, Taipei 10764, Taiwan.
RP Huang, SC (reprint author), Natl Changhua Univ Educ, Dept Business Adm, 2 Shi Da Rd, Changhua, Taiwan.
EM shhuang@cc.ncue.edu.tw
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NR 28
TC 4
Z9 4
U1 1
U2 25
PU ACADEMIC JOURNALS
PI VICTORIA ISLAND
PA P O BOX 5170-00200 NAIROBI, VICTORIA ISLAND, LAGOS 73023, NIGERIA
SN 1993-8233
J9 AFR J BUS MANAGE
JI Afr. J. Bus. Manag.
PD JUN 4
PY 2011
VL 5
IS 11
BP 4438
EP 4445
PG 8
WC Business; Management
SC Business & Economics
GA 821CA
UT WOS:000294951200045
DA 2020-02-20
ER

PT J
AU Sadeghi, T
   Farokhian, S
AF Sadeghi, Tooraj
   Farokhian, Sahel
TI Services quality model for online banking services by behavioral
   adoption theories and comparative study
SO AFRICAN JOURNAL OF BUSINESS MANAGEMENT
LA English
DT Article
DE Behavioral adoption theories; online banking services; service quality
ID INTERNET BANKING; PERFORMANCE; ACCEPTANCE
AB The rapid spread of technology has made the internet the best channel to provide banking services and products to customers. Banks now consider the internet as part of their strategic plan. It will revolutionize the way banks operate, deliver, and compete, especially because the competitive advantages of traditional branch networks are eroding rapidly. This paper provides a model, based on different service quality models and theories such as technology acceptance model (TAM), theory of reasoned action (TRA) and theory of planned behavior (TPB). As a result, the quality of online banking services has become a major area of attention among researchers and bank managers due to its strong impact on business performance, lower costs, customer satisfaction, customer loyalty, and profitability. This paper provides a model with 7 factors on the following dimensions: Convenience, accessibility, accuracy, security, usefulness, bank image and web site design. Some of these factors have a significant statistical difference between males and females.
C1 [Sadeghi, Tooraj; Farokhian, Sahel] Islamic Azad Univ, Neyshabur Branch, Dept Business Management, Neyshabur 9319613668, Khorasan Razavi, Iran.
RP Sadeghi, T (reprint author), Islamic Azad Univ, Neyshabur Branch, Dept Business Management, Pajohesh Ave, Neyshabur 9319613668, Khorasan Razavi, Iran.
EM t.sadeghi@iau-neyshabur.ac.ir
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NR 23
TC 6
Z9 6
U1 1
U2 19
PU ACADEMIC JOURNALS
PI VICTORIA ISLAND
PA P O BOX 5170-00200 NAIROBI, VICTORIA ISLAND, LAGOS 73023, NIGERIA
SN 1993-8233
J9 AFR J BUS MANAGE
JI Afr. J. Bus. Manag.
PD JUN 4
PY 2011
VL 5
IS 11
BP 4490
EP 4499
PG 10
WC Business; Management
SC Business & Economics
GA 821CA
UT WOS:000294951200051
DA 2020-02-20
ER

PT J
AU Horn, C
   Rudolf, M
AF Horn, Carsten
   Rudolf, Markus
TI Service quality in the private banking business
SO FINANCIAL MARKETS AND PORTFOLIO MANAGEMENT
LA English
DT Article
DE Service quality; Private banking; Partial least squares
ID CUSTOMER SATISFACTION; PHYSICAL SURROUNDINGS; CONSUMER PERCEPTIONS;
   SCALE DEVELOPMENT; PROFIT CHAIN; MODEL; PROFITABILITY; IMPACT; PARADIGM;
   NUMBER
AB This paper examines the concept of service quality in private banking theoretically and empirically and identifies factors which contribute to service quality. A multidimensional and hierarchical model is developed based on the work of Rust and Oliver (in Service Quality, pp. 1-20, 1994) and Brady and Cronin (in J. Mark. 65(3): 34-49, 2001). The model is then empirically tested among private banking providers with the partial least squares method. Furthermore, the developed model is compared to other approaches, including Gronroos (in Eur. J. Mark. 18(4): 36-44, 1984). Another model for comparison excludes the indirect effects of Gronroos (in Eur. J. Mark. 18(4): 36-44, 1984) and focuses on the direct effects on service quality. We can conclude that the model based on Rust and Oliver (in Service Quality, pp. 1-20, 1994) and Brady and Cronin (in J. Mark. 65(3): 34-49, 2001) produces the best results and can best explain service quality in private banking. Finally, an analysis of various provider groups is conducted in order to identify differences between private banking providers in Germany, Switzerland, Austria and Liechtenstein and between providers with various minimum investment requirements.
C1 [Horn, Carsten; Rudolf, Markus] Ctr Private Banking, WHU Otto Beisheim Grad Sch Management, Burgpl 2, D-56179 Vallendar, Germany.
RP Rudolf, M (reprint author), Ctr Private Banking, WHU Otto Beisheim Grad Sch Management, Burgpl 2, D-56179 Vallendar, Germany.
EM markus.rudolf@whu.edu
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NR 91
TC 4
Z9 4
U1 0
U2 0
PU SPRINGER
PI NEW YORK
PA 233 SPRING ST, NEW YORK, NY 10013 USA
SN 1934-4554
EI 2373-8529
J9 FINANC MARK PORTFOLI
JI Financ. Mark. Portfolio Manag.
PD JUN
PY 2011
VL 25
IS 2
BP 173
EP 195
DI 10.1007/s11408-011-0154-1
PG 23
WC Business, Finance
SC Business & Economics
GA VH5KM
UT WOS:000453444100004
DA 2020-02-20
ER

PT J
AU Hannan, T
   Adams, RM
AF Hannan, TimothyH.
   Adams, Robert M.
TI CONSUMER SWITCHING COSTS AND FIRM PRICING: EVIDENCE FROM BANK PRICING OF
   DEPOSIT ACCOUNTS
SO JOURNAL OF INDUSTRIAL ECONOMICS
LA English
DT Article
ID COMPETITION; MARKET
AB We employ extensive information on bank deposit rates and area migration patterns to examine pricing relationships implied by switching costs. We argue that, because of the trade-off between attracting new customers and exploiting old ones, banks offer higher deposit rates in areas experiencing more in-migration. Further, because greater out-migration implies that a locked-in customer will not be with the bank for as many periods, banks will offer lower deposit rates in areas exhibiting greater out-migration. Also, because this effect of out-migration logically depends on the extent of in-migration, an interaction effect exists. We find evidence strongly supporting these relationships.
C1 [Hannan, TimothyH.; Adams, Robert M.] Fed Reserve Board, Washington, DC 20551 USA.
RP Hannan, T (reprint author), Fed Reserve Board, Washington, DC 20551 USA.
EM hannan.timothy@gmail.com; robert.m.adams@frb.gov
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NR 19
TC 6
Z9 6
U1 1
U2 7
PU WILEY-BLACKWELL
PI MALDEN
PA COMMERCE PLACE, 350 MAIN ST, MALDEN 02148, MA USA
SN 0022-1821
J9 J IND ECON
JI J. Indust. Econ.
PD JUN
PY 2011
VL 59
IS 2
BP 296
EP 320
DI 10.1111/j.1467-6451.2011.00456.x
PG 25
WC Business, Finance; Economics
SC Business & Economics
GA 783TA
UT WOS:000292105700006
DA 2020-02-20
ER

PT J
AU Kumbhar, VM
AF Kumbhar, Vijay M.
TI CUSTOMERS' SATISFACTION IN ATM SERVICE: AN EMPIRICAL EVIDENCES FROM
   PUBLIC AND PRIVATE SECTOR BANKS IN INDIA
SO MANAGEMENT RESEARCH AND PRACTICE
LA English
DT Article
DE ATM; Service quality; Brand perception; Perceived value; Satisfaction;
   Public and Private Banks; India
ID MULTIPLE-ITEM SCALE; QUALITY; PERCEPTIONS; MODEL
AB The aim of this paper was to provide a preliminary comparative investigation of the customer satisfaction in ATM service of public and private sector banks in India. For this investigation primary data was collected from 150 respondents of public and private sector banks through a structured questionnaire. Collected data was analyzed according to the objectives of the present research and result of the statistical analysis indicates that private sector banks are providing more satisfactory ATM service as compared to public sector banks. Empirical evidences indicates that customers perception about Efficiency, Security and Responsiveness, Cost Effectiveness, Problem Handling and Compensation and Contact service related to ATM service is low in both public and privates sector banks (ranging between 3.00 to 3.50). Therefore both types of banks should aware about these aspects of ATM service to enhance customers' satisfaction.
C1 [Kumbhar, Vijay M.] Aabasaheb Marathe Coll, Ratnagiri 416702, MS, India.
RP Kumbhar, VM (reprint author), Aabasaheb Marathe Coll, Ratnagiri 416702, MS, India.
EM vijay.kumbhar9@gmail.com
RI Kumbhar, Vijay M./I-3770-2019
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NR 42
TC 2
Z9 2
U1 0
U2 0
PU RESEARCH CENTER PUBLIC ADM & PUBLIC SERVICE
PI BUCHAREST
PA CALEA SERBAN VODA 22-24, BUCHAREST, 040211, ROMANIA
SN 2067-2462
J9 MANAG RES PRACT
JI Manag. Res. Pract.
PD JUN
PY 2011
VL 3
IS 2
BP 24
EP 35
PG 12
WC Management
SC Business & Economics
GA VF5FG
UT WOS:000443046800003
DA 2020-02-20
ER

PT J
AU Dempere, JM
AF Dempere, Juan M.
TI Factors that Impact Customer Loyalty in the Investment Banking Industry
SO REVIEW OF BUSINESS
LA English
DT Article
AB The main goal of this article is to provide empirical evidence about some factors that impact customer loyalty in the investment banking industry sector. We find that only 45.11% of our sample repeated dealings with the same lead investment bank during the first seasoned equity offering (SEO). Our results suggest that customer loyalty has been declining in the securities firm industry during last decade. Also, we find that the number of days between offerings has a negative relationship with the probability of a firm to remain loyal to the same underwriter. We also find that firms with IPOs offered during 1999 and 2000 have a higher probability of underwriting loyalty during their first SEO; however, this relationship disappears during the second and third SEO. Similarly, we find that underwriter reputation has explanatory power over the probability of a firm's loyalty to the same underwriter only during the first SEO.
C1 [Dempere, Juan M.] Metropolitan State Coll, Denver, CO 80204 USA.
RP Dempere, JM (reprint author), Metropolitan State Coll, Denver, CO 80204 USA.
EM jdempere@mscd.edu
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NR 14
TC 0
Z9 0
U1 0
U2 0
PU ST JOHNS UNIV BUSINESS RESEARCH INST
PI JAMAICA
PA BENT HALL, JAMAICA, NY 11439 USA
SN 0034-6454
J9 REV BUS
JI Rev. Bus.
PD SUM
PY 2011
VL 31
IS 2
BP 51
EP 68
PG 18
WC Business
SC Business & Economics
GA V5W0V
UT WOS:000219991600005
DA 2020-02-20
ER

PT J
AU Baheri, E
   Dalvand, MR
   Ansarinejad, A
   Miri-Nargesi, S
   Hatami-Shirkouhi, L
AF Baheri, Elham
   Dalvand, Mohammad Reza
   Ansarinejad, Ayyub
   Miri-Nargesi, Sina
   Hatami-Shirkouhi, Loghman
TI A fuzzy conjoint analysis approach for evaluating credit card services:
   A case study of Iranian bank
SO AFRICAN JOURNAL OF BUSINESS MANAGEMENT
LA English
DT Article
DE Conjoint analysis; Fuzzy sets; credit cards
ID GROUP DECISION-MAKING; MULTIDIMENSIONAL-ANALYSIS; ENVIRONMENT;
   PREFERENCES; SETS
AB Nowadays, the objective of all organizations is to achieve higher market share by recognizing the customer requirements and try to offer the products or services according to these requirements. Financial and credit institutes like banks try to follow these objectives as well. Conjoint analysis ( CA) method is one of the statistical methods which widely used in the marketing problems like prediction of customer behaviors and evaluation of customers' utility of a special service or product. In spite of other methods directly evaluating product preferences, CA helps the organizations to measure the degree of importance of each product or service from general assessment of that product or service by an analytical approach. One of the services of banks is presenting the credit cards to their customers. In Iran, credit cards have been introduced to customers in the recent years. Regarding to improving market of credit cards in Iran, research on identification of Iranian customers' expectations and preferences in use of credit cards is so necessary. The aim of this research is using fuzzy CA method for specification and selection of the best combination of attributes and levels of credit cards in an actual case "Eghtesad-Novin Bank" in Iran according to customers' opinions.
C1 [Hatami-Shirkouhi, Loghman] Islamic Azad Univ, Roudbar Branch, Roudbar, Iran.
   [Baheri, Elham] Ind Management Inst, Tehran, Iran.
   [Dalvand, Mohammad Reza] Islamic Azad Univ, Zahedshahr Branch, Zahedshahr, Iran.
   [Ansarinejad, Ayyub] Univ Tehran, Dept Ind Engn, Coll Engn, Tehran, Iran.
   [Miri-Nargesi, Sina] Islamic Azad Univ, Fac Ind & Mech Engn, Qazvin Branch, Qazvin, Iran.
RP Hatami-Shirkouhi, L (reprint author), Islamic Azad Univ, Roudbar Branch, Roudbar, Iran.
EM loghmanhatami@yahoo.com
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NR 39
TC 6
Z9 6
U1 0
U2 2
PU ACADEMIC JOURNALS
PI VICTORIA ISLAND
PA P O BOX 5170-00200 NAIROBI, VICTORIA ISLAND, LAGOS 73023, NIGERIA
SN 1993-8233
J9 AFR J BUS MANAGE
JI Afr. J. Bus. Manag.
PD APR 4
PY 2011
VL 5
IS 7
BP 2753
EP 2765
PG 13
WC Business; Management
SC Business & Economics
GA 776RC
UT WOS:000291553900027
DA 2020-02-20
ER

PT J
AU Senthikumar, N
   Ananth, A
   Arulraj, A
AF Senthikumar, N.
   Ananth, A.
   Arulraj, A.
TI Impact of corporate social responsibility on customer satisfaction in
   banking service
SO AFRICAN JOURNAL OF BUSINESS MANAGEMENT
LA English
DT Article
DE Corporate social responsibility; customer satisfaction; Tsunami; India
ID CONSUMERS; FIRM; PERFORMANCE; BEHAVIOR; COMPANY; QUALITY
AB The past three decades have witnessed the emergence of Corporate Social Responsibility (CSR) as a field of study and a framework for the role of business corporations and financial institutions in society. After the Tsunami in 2004 people were need financial assistance to recover from the loss of tsunami and revamping their life. Only source they perceive is availing loans from banking sector and other guidance. The topic of Impact of Corporate social responsibility on Customer Satisfaction in banking service is of relevance especially for those suffered from Tsunami. This study aims to explore the perception of the customer on CSR in banking service. The data were analyzed by modeling it using Structural Equation Modelling (SEM) using AMOS 18 and found that customer satisfaction is the mediating factor for banking service quality and the CSR is the most influential factor for the customer satisfaction.
C1 [Senthikumar, N.] Anna Univ, Dept Management Studies, Madras 600025, Tamil Nadu, India.
   [Ananth, A.] Sri Jayaram Engn Coll, Dept Management Studies, Cuddalore, India.
   [Arulraj, A.] Rajah Serfoji Govt Coll Arts & Sci, Dept Econ, Thanjavur, India.
RP Senthikumar, N (reprint author), Anna Univ, Dept Management Studies, Madras 600025, Tamil Nadu, India.
EM sen_nsk76@annauniv.edu
OI NAKKEERAN, SENTHILKUMAR/0000-0003-4043-7664
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NR 51
TC 9
Z9 9
U1 0
U2 24
PU ACADEMIC JOURNALS
PI VICTORIA ISLAND
PA P O BOX 5170-00200 NAIROBI, VICTORIA ISLAND, LAGOS 73023, NIGERIA
SN 1993-8233
J9 AFR J BUS MANAGE
JI Afr. J. Bus. Manag.
PD APR 4
PY 2011
VL 5
IS 7
BP 3028
EP 3039
PG 12
WC Business; Management
SC Business & Economics
GA 776RC
UT WOS:000291553900053
DA 2020-02-20
ER

PT J
AU Ahmad, A
   Kashif-ur-Rehman
   Safwan, N
AF Ahmad, Ashfaq
   Kashif-ur-Rehman
   Safwan, Nadeem
TI Comparative study of Islamic and conventional banking in Pakistan based
   on customer satisfaction
SO AFRICAN JOURNAL OF BUSINESS MANAGEMENT
LA English
DT Article
DE Islamic banking; customer satisfaction; conventional bank; gender;
   Pakistan
ID SERVICE QUALITY; DETERMINANTS; MODEL
AB The financial service sector especially banking sector is growing rapidly in the area of globalization and borderless market. Islamic banking practices accelerated the pace of competition to retain customers as satisfied in the existence of the conventional banks. This study examines the perception of satisfaction amongst bank customers using products of IB and CB in Pakistan. Data was collected from 864 bank customers (432 from IB and 432 from CB) by stratified random sampling. Customers were approached to record their responses by using a self administrated structured questionnaire. SPPS 15.0 version was applied to analyze the data. The results indicate that customers of IB are more satisfied as compared to customers of CB that is evident from descriptive statistics scores. However, it is found that there is significant difference in the level of satisfaction among male and female customers in case of IB while there is no difference in the perception of satisfaction among customers of CB on the basis of gender. This study helps the bankers, policy makers and practitioners to assess the satisfaction level among bank customers on the basis of gender to retain their customers for long term benefits.
C1 [Ahmad, Ashfaq] Univ Sargodha, Dept Business Adm, Sargodha, Pakistan.
   [Kashif-ur-Rehman] Iqra Univ, Dept Management Sci, Islamabad, Pakistan.
RP Ahmad, A (reprint author), Univ Sargodha, Dept Business Adm, Sargodha, Pakistan.
EM ashfaquos@gmail.com
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NR 42
TC 1
Z9 1
U1 0
U2 10
PU ACADEMIC JOURNALS
PI VICTORIA ISLAND
PA P O BOX 5170-00200 NAIROBI, VICTORIA ISLAND, LAGOS 73023, NIGERIA
SN 1993-8233
J9 AFR J BUS MANAGE
JI Afr. J. Bus. Manag.
PD MAR 4
PY 2011
VL 5
IS 5
BP 1768
EP 1773
PG 6
WC Business; Management
SC Business & Economics
GA 766QF
UT WOS:000290800600028
DA 2020-02-20
ER

PT J
AU Hanzaee, KH
   Salehi, SAS
AF Hanzaee, Kambiz Heidarzadeh
   Salehi, Seyed Alireza Seyed
TI A perceived service quality measurement scale in Iran's retail banking
   market
SO AFRICAN JOURNAL OF BUSINESS MANAGEMENT
LA English
DT Article
DE Banking; service marketing; service quality; Iran
ID MODEL
AB In recent years, special attention has been paid to concepts and models of service quality. Considering different influence of contextual factors on the number of indices or the number and concept of service quality, many researchers place emphasis on designing localized and service-specific quality models. This research attempted to design a model for evaluating customers' perceived service quality in Iranian private banks by conducting quantitative and qualitative research. By conducting exploratory and confirmatory factor analyses these researchers designed a model which includes 25 indices and 7 quality dimensions such as, general quality of process, general quality of output, skills and behaviors, accuracy, diversity of services, speed, and servicescape (tangibles). This model has unique characteristics, which reflect Iranian banking industry specific conditions and circumstances.
C1 [Hanzaee, Kambiz Heidarzadeh; Salehi, Seyed Alireza Seyed] Islamic Azad Univ, Sci & Res Branch, Dept Business Management, Tehran, Iran.
RP Hanzaee, KH (reprint author), Islamic Azad Univ, Sci & Res Branch, Dept Business Management, Tehran, Iran.
EM heidarzadeh@srbiau.ac.ir
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NR 27
TC 0
Z9 0
U1 0
U2 11
PU ACADEMIC JOURNALS
PI VICTORIA ISLAND
PA P O BOX 5170-00200 NAIROBI, VICTORIA ISLAND, LAGOS 73023, NIGERIA
SN 1993-8233
J9 AFR J BUS MANAGE
JI Afr. J. Bus. Manag.
PD MAR 4
PY 2011
VL 5
IS 5
BP 1804
EP 1810
PG 7
WC Business; Management
SC Business & Economics
GA 766QF
UT WOS:000290800600033
DA 2020-02-20
ER

PT J
AU Ahmad, A
   Kashif-ur-Rehman
   Safwan, N
AF Ahmad, Ashfaq
   Kashif-ur-Rehman
   Safwan, Nadeem
TI Testing a model of Islamic banking based on service quality, customer
   satisfaction and bank performance
SO AFRICAN JOURNAL OF BUSINESS MANAGEMENT
LA English
DT Article
DE Islamic banking; service quality; customer satisfaction; bank
   performance
ID RESOURCE
AB This study analyzes the services quality of products offered by Islamic banks with mediating effect of customer satisfaction on bank performance. There is an increasing competition among banks to capture new customers as well as to retain existing customers. It requires a study to measure the impact of service quality on customer satisfaction towards bank performance. Data were collected from 720 respondents of 60 branches of six full fledged Islamic banks operating in Pakistan by simple random sampling. The researcher used PLS based SEM to assess the magnitude of the relationship among service quality, customer satisfaction and performance of Islamic banks. The results indicate a strong positive relationship between service quality and customer satisfaction, while weak positive correlation exists between service quality and bank performance, but negative relationship was found between customer satisfaction and performance of Islamic banks in Pakistan. Furthermore, it is found that customer satisfaction does not mediate between service quality and bank performance. The gap between customer satisfaction and bank performance may be due to bankers' concentration on network expansion instead of customer orientation and customer focus. This study enables the bankers, policy makers and researchers to identify the factors that could result a discrepancy between satisfaction and performance of banks.
C1 [Ahmad, Ashfaq] Univ Sargodha, Dept Business Adm, Sargodha, Pakistan.
   [Kashif-ur-Rehman] Iqra Univ, Dept Management Sci, Islamabad, Pakistan.
RP Ahmad, A (reprint author), Univ Sargodha, Dept Business Adm, Sargodha, Pakistan.
EM ashfaquos@gmail.com
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NR 40
TC 1
Z9 1
U1 0
U2 10
PU ACADEMIC JOURNALS
PI VICTORIA ISLAND
PA P O BOX 5170-00200 NAIROBI, VICTORIA ISLAND, LAGOS 73023, NIGERIA
SN 1993-8233
J9 AFR J BUS MANAGE
JI Afr. J. Bus. Manag.
PD MAR 4
PY 2011
VL 5
IS 5
BP 1880
EP 1885
PG 6
WC Business; Management
SC Business & Economics
GA 766QF
UT WOS:000290800600041
DA 2020-02-20
ER

PT J
AU Campbell, D
   Slack, R
AF Campbell, David
   Slack, Richard
TI Environmental disclosure and environmental risk: Sceptical attitudes of
   UK sell-side bank analysts
SO BRITISH ACCOUNTING REVIEW
LA English
DT Article
DE Environmental disclosure; Environmental risk; Sell-side; Analysts;
   Decision-usefulness; Banks
ID FINANCIAL ANALYSTS; DECISIONS
AB In responding to the mixed evidence on the decision-usefulness of environmental disclosures to capital market participants, this paper examines the decision-usefulness, to sell-side bank analysts, of annual report environmental narratives. In doing so it focuses mainly on the materiality of environmental reporting and the perceived importance of environmental risks in the assessment of bank risk profile and valuation. Noting that banks themselves have recognised the importance of environmental filtration of loan decisions, this paper seeks to examine the attitudes of a prominent reporting user group (19 London based sell-side bank analysts) towards environmental reporting and the materiality of environmental risks. Findings showed that recognition of the materiality of environmental risks in banks is uncommon among sell-side analysts and that environmental narratives are often ignored and regarded as perfunctory. The findings are discussed in terms of the role of analysts in the reporting information 'supply chain' and how the analysts' frame of reference may limit the inclusion of longer-term issues, such as the environment, in their analysis. (C) 2010 Elsevier Ltd. All rights reserved.
C1 [Campbell, David] Newcastle Univ, Business Sch, Newcastle Upon Tyne, Tyne & Wear, England.
   [Slack, Richard] Northumbria Univ, Newcastle Business Sch, Newcastle Upon Tyne, Tyne & Wear, England.
RP Slack, R (reprint author), Northumbria Univ, Newcastle Business Sch, Newcastle Upon Tyne, Tyne & Wear, England.
EM richard.slack@northumbria.ac.uk
FU ACCA
FX We are grateful to ACCA for funding the data collection for this
   project. Also thanks to a number of academic colleagues for help in
   developing the research, especially Jan Bebbington and Geoff Frost. We
   would also like to thank the two anonymous reviewers and the specialist
   associate editor at BAR for their constructive comments and assistance
   in the development of the paper. In addition, the paper would not have
   been possible without the willingness of analysts to participate in the
   study.
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NR 65
TC 74
Z9 74
U1 1
U2 4
PU ELSEVIER SCI LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, OXON, ENGLAND
SN 0890-8389
J9 BRIT ACCOUNT REV
JI Brit. Account. Rev.
PD MAR
PY 2011
VL 43
IS 1
BP 54
EP 64
DI 10.1016/j.bar.2010.11.002
PG 11
WC Business, Finance
SC Business & Economics
GA VB8GA
UT WOS:000418391700004
DA 2020-02-20
ER

PT J
AU Singh, SP
   Khurana, S
AF Singh, S. P.
   Khurana, Sunayna
TI ANALYSIS OF SERVICE QUALITY GAP AND CUSTOMERS' SATISFACTION IN PRIVATE
   BANKS
SO GURUKUL BUSINESS REVIEW-GBR
LA English
DT Article
DE Banks; Expectations; Perceptions; Satisfactions; Service Quality
AB In ever increasing intense competition, providing service quality is vital for banks to compete. The objectives of this research paper are to investigate the level of service quality of private banks from the customers' perspective and assessing their satisfaction of services Private Banks provide. A sample of 300 bank customers of private banks in Hisar district was selected by random sampling technique. A survey questionnaire, based on widely accepted SERVQUAL model, consisting of 22 items measuring customers' understanding, service standards, service performance, communications and service quality was administered. A descriptive statistics analysis was used to analyze the date collected. The results indicated that the quality of services private banks provide was below customers' expectations.
C1 [Singh, S. P.] Gurukul Kangri Univ, Fac Management Studies, Haridwar, India.
   [Khurana, Sunayna] Chandigrah Bussiness Sch, Chandigarh, India.
RP Singh, SP (reprint author), Gurukul Kangri Univ, Fac Management Studies, Haridwar, India.
EM spsingh1952@yahoo.com
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NR 15
TC 0
Z9 0
U1 0
U2 0
PU GURUKUL KANGRI UNIV, FAC MANAGEMENT STUDIES
PI HARDWAR
PA REGISTRAR, GURUKUL KANGRI UNIV, GURUKULA KANGRI VISHWAVIDYALAYA,
   HARDWAR, UTTARAKHAND 249 404, INDIA
SN 0973-1466
EI 0973-9262
J9 GURUKUL BUS REV-GBR
JI Gurukul Bus. Rev.-GBR
PD SPR
PY 2011
VL 7
BP 13
EP 18
PG 6
WC Business
SC Business & Economics
GA V5U5J
UT WOS:000219951400002
DA 2020-02-20
ER

PT J
AU Wu, JX
   Xu, XD
AF Wu Jianxun
   Xu Xiaodi
TI A Study on Relationships among Customer Value, Relationship Quality and
   Customer Equity: Zhengzhou Bank of Communications as an Example
SO RISUS-JOURNAL ON INNOVATION AND SUSTAINABILITY
LA English
DT Article
DE Customer equity; Customer value; Relationship quality; Customer
   relationship management
AB Various studies on customer relationship management are carried out with the arrival of the new economy because intensified competitions among companies highlight the unprecedented importance of the customers. Based on the literature review of previous researches, the authors first put forward the model of customer relationship management, which is based on customer equity, then verify how the key dimensions in customer value influence customer equity and also discuss the role of relationship quality-mediating. The authors finally come to the conclusion that customer value has significant influence on customer satisfaction; and relationship quality also exerts significant influence on customer equity.
C1 [Wu Jianxun; Xu Xiaodi] Henan Univ Technol, Sch Management, Zhengzhou 450001, Henan, Peoples R China.
RP Wu, JX (reprint author), Henan Univ Technol, Sch Management, Zhengzhou 450001, Henan, Peoples R China.
EM my20060602@126.com; xuxiaodi@yeah.net
CR Blattberg RC, 1996, HARVARD BUS REV, V74, P136
   Rust Valarie A, 2000, DRIVING CUSTOMER EQU
   [王永贵 WANG Yonggui], 2005, [管理科学学报, Journal of management sciences in china], V8, P27
   Wang Yonggui, 2002, MANAGEMENT WORLD, P146
NR 4
TC 0
Z9 0
U1 0
U2 0
PU PONTIFICIA UNIV CATOLICA SAO PAULO-PUC-SP
PI SAO PAULO
PA RUA LUIS FELIPE ATALHA 9, ALTO MOOCA, SAO PAULO, SP 03180-070, BRAZIL
SN 2179-3565
J9 RISUS
JI RISUS
PD MAR
PY 2011
VL 2
IS 1
BP 70
EP 75
PG 6
WC Management
SC Business & Economics
GA V36CN
UT WOS:000215946400010
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Khan, MA
   Kashif-Ur-Rehman
   Ijaz-Ur-Rehman
   Safwan, N
   Ahmad, A
AF Khan, Muhammad Asif
   Kashif-Ur-Rehman
   Ijaz-Ur-Rehman
   Safwan, Nadeem
   Ahmad, Ashfaq
TI Modeling link between internal service quality in human resources
   management and employees retention: A case of Pakistani privatized and
   public sector banks
SO AFRICAN JOURNAL OF BUSINESS MANAGEMENT
LA English
DT Article
DE Internal service quality in HRM; employee job satisfaction; employee
   retention
AB The purpose of this research study is to establish link between perceived human resources internal service quality practices with employee retentions in mediating environment of employee job satisfaction. This study was conducted in twin cities of Rawalpindi and Islamabad. For the analyses of research work, the data has been collected about the employees of public and privatized banks' employees. A total of 550 copies of the questionnaire were distributed to different bankers of selected areas and 400 copies of the same were collected back. The study finds that employee selection, employee training and development, work design, job definition employee rewards and compensation report high, positive and significant dimensionality to internal service quality in human resource management. The study further finds that internal service quality in human resource has positive and significant effect on employee job satisfaction and employee job satisfaction has positive and significant effect on employee retention. Based on findings of the study that the human resource development departments should review and enhance the motivation, training, and retention of good employees and that employee should support the concept of the ISQ. The employees' selection and their rewards and recognitions, their training and development, work design and job definition all are the most important human resource management areas in enhancing the employees' job satisfaction and the retention of prospective employees.
C1 [Khan, Muhammad Asif] Natl Univ Modern Languages, Islamabad, Pakistan.
   [Kashif-Ur-Rehman] Iqra Univ Islamabad, Islamabad, Pakistan.
   [Ijaz-Ur-Rehman] Shaheed Zulfikar Ali Bhutto Inst Sci & Technol Is, Islamabad, Pakistan.
   [Ahmad, Ashfaq] Univ Sargodha, Sargodha, Pakistan.
RP Khan, MA (reprint author), Natl Univ Modern Languages, Islamabad, Pakistan.
EM asifmughal1973@yahoo.co.uk
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NR 39
TC 14
Z9 14
U1 1
U2 22
PU ACADEMIC JOURNALS
PI VICTORIA ISLAND
PA P O BOX 5170-00200 NAIROBI, VICTORIA ISLAND, LAGOS 73023, NIGERIA
SN 1993-8233
J9 AFR J BUS MANAGE
JI Afr. J. Bus. Manag.
PD FEB 4
PY 2011
VL 5
IS 3
BP 949
EP 959
PG 11
WC Business; Management
SC Business & Economics
GA 765DE
UT WOS:000290682800032
DA 2020-02-20
ER

PT J
AU Haisley, E
   Loewenstein, G
AF Haisley, Emily
   Loewenstein, George
TI It's Not What You Get but When You Get It: The Effect of Gift Sequence
   on Deposit Balances and Customer Sentiment in a Commercial Bank
SO JOURNAL OF MARKETING RESEARCH
LA English
DT Article
DE reciprocity; sequences; rewards programs; loyalty programs; expectations
ID RETROSPECTIVE EVALUATIONS; COMBINING EXPERIENCES; PERSUASION KNOWLEDGE;
   CONSUMER RESPONSES; LOYALTY PROGRAMS; SATISFACTION; PREFERENCES; TIME;
   CONSUMPTION; REWARDS
AB The authors examine the impact of gifts on deposit balances and customer satisfaction in a longitudinal field experiment conducted at a commercial bank. They find that gifts increased deposit balances, survey response rates, and customer satisfaction compared with the no-gift control. They manipulated several factors within the gift treatment: gift type, the accompanying message, and the sequence of gift value, which improved ($35 then $100 gift), worsened ($100 then $35 gift), or was a single gift. A highly detrimental effect of decreasing gift value occurred on deposit balances. This "deterioration aversion" persisted in a long-term follow-up analysis of deposit balances. A vignette experiment replicates deterioration aversion and extends the results, demonstrating increased effectiveness of improving gifts over constant gift sequences and indicating that the mechanism underlying deterioration aversion involves the violation of expectations.
C1 [Haisley, Emily] Yale Univ, Yale Sch Management, New Haven, CT 06520 USA.
   [Loewenstein, George] Carnegie Mellon Univ, Pittsburgh, PA 15213 USA.
RP Haisley, E (reprint author), Yale Univ, Yale Sch Management, New Haven, CT 06520 USA.
EM emily.haisley@yale.edu; gl20@andrew.cmu.edu
RI Loewenstein, George/G-7616-2014
OI Loewenstein, George/0000-0003-2790-0474
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NR 50
TC 19
Z9 19
U1 2
U2 32
PU AMER MARKETING ASSOC
PI CHICAGO
PA 311S WACKER DR, STE 5800, CHICAGO, IL 60606-6629 USA
SN 0022-2437
J9 J MARKETING RES
JI J. Mark. Res.
PD FEB
PY 2011
VL 48
IS 1
BP 103
EP 115
DI 10.1509/jmkr.48.1.103
PG 13
WC Business
SC Business & Economics
GA 715GA
UT WOS:000286867600008
DA 2020-02-20
ER

PT J
AU Mann, BJS
   Sahni, SK
AF Mann, Bikram Jit Singh
   Sahni, Sunpreet Kaur
TI Inter-Relationship of Web Site Interactivity and Customer Outcomes:
   Building Trust in Internet Banking Web Site
SO GLOBAL BUSINESS REVIEW
LA English
DT Article
DE Internet banking; information content; navigation structure; perceived
   security risk; trust; customer service quality
AB This article explores the inter-relationship between the two dimensions of a web site-web site interactivity and customer outcomes. The study investigates how web site interactivity leads to positive customer outcomes in the context of Internet Banking web sites. Navigation structure and information content constitute the antecedents of web site interactivity whereas the dimension of customer outcomes has been studied through customer service quality; customer satisfaction; perceived security risk and trust of the web site. In order to gauge the data for internal consistency, various reliability and validity procedures have been carried out. AMOS software has been used for analysis of the data using Structural Equation Modeling technique. The findings indicate that web site design factors like navigation structure and information content are important antecedents to customer service quality, which further influences customer satisfaction and the trust of Internet Banking web sites. The study would provide insights to the global marketers by providing accurate and timely information along with security measures; thus it can enhance customer service quality, customer satisfaction and trust. The overview of the study reveals the importance and contribution of each construct in the formation of trust towards Internet Banking web site.
C1 [Mann, Bikram Jit Singh] Guru Nanak Dev Univ, Dept Commerce & Business Management, Amritsar, Punjab, India.
   [Sahni, Sunpreet Kaur] GNIMT, Ludhiana, Punjab, India.
RP Mann, BJS (reprint author), Guru Nanak Dev Univ, Dept Commerce & Business Management, Amritsar, Punjab, India.
EM bikrammann@hotmail.com; palbroindia@satyam.net.in
RI mann, bikramjit singh/G-4303-2018
OI mann, bikramjit singh/0000-0002-7045-8311
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NR 72
TC 12
Z9 12
U1 0
U2 0
PU SAGE PUBLICATIONS LTD
PI LONDON
PA 1 OLIVERS YARD, 55 CITY ROAD, LONDON EC1Y 1SP, ENGLAND
SN 0972-1509
EI 0973-0664
J9 GLOB BUS REV
JI Glob. Bus. Rev.
PD FEB
PY 2011
VL 12
IS 1
BP 99
EP 115
DI 10.1177/097215091001200107
PG 17
WC Business
SC Business & Economics
GA VB3NT
UT WOS:000415421400007
DA 2020-02-20
ER

PT J
AU Beigi, M
   Shirmohammadi, M
AF Beigi, Mina
   Shirmohammadi, Melika
TI Effects of an emotional intelligence training program on service quality
   of bank branches
SO MANAGING SERVICE QUALITY
LA English
DT Article
DE Service quality; Emotional intelligence; Training; Bank services; Iran
ID SERVQUAL SCALE; PERFORMANCE; REASSESSMENT; EXPECTATIONS; PERCEPTIONS;
   COMPETENCE; SERVPERF
AB Purpose - The purpose of this study is to investigate the effects of an emotional intelligence (El) training program on: the El of service providers; and the service quality provided by employees who have received such training.
   Design/methodology/approach - Employees of five branches of a large public-sector bank in Iran are randomly selected as the "treatment group" to undertake a tailored eight-session El training program, while employees of another homogenous sample of five branches are selected as the "control group" (involving no El training). El is measured by the ECI-2 instrument before and after training. Two samples of customers (150 customers of the "treatment branches" and 150 customers of the "control branches") are utilised to evaluate the perceived service quality of both groups of branches before the training and two months after the training.
   Findings - One of four dimensions of El ("relationship management") is found to be enhanced by El training. Moreover, the El training program is shown to result in improved service quality in terms of both overall service quality and its four dimensions ("reliability", "responsiveness", "assurance", and "empathy").
   Research limitations/implications - Operational constraints prevented a second assessment of the El of employees in the control group. The post-training evaluations had to be conducted shortly after the training finished, thus preventing an assessment of longer-term effects.
   Originality/value - This is one of the first studies to have undertaken empirical investigation of the effectiveness of El training in a service setting.
C1 [Beigi, Mina; Shirmohammadi, Melika] Univ Tehran, Dept Management, Tehran, Iran.
RP Beigi, M (reprint author), Univ Tehran, Dept Management, Tehran, Iran.
EM mina.beigi@ut.ac.ir
OI Shirmohammadi, Melika/0000-0001-5323-9726; Beigi,
   Mina/0000-0002-4866-7205
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NR 46
TC 18
Z9 18
U1 2
U2 43
PU EMERALD GROUP PUBLISHING LIMITED
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0960-4529
J9 MANAG SERV QUAL
JI Manag. Serv. Qual.
PY 2011
VL 21
IS 5
BP 552
EP 567
DI 10.1108/09604521111159825
PG 16
WC Management
SC Business & Economics
GA 833RU
UT WOS:000295903400006
DA 2020-02-20
ER

PT J
AU Amin, M
   Isa, Z
   Fontaine, R
AF Amin, Muslim
   Isa, Zaidi
   Fontaine, Rodrigue
TI The role of customer satisfaction in enhancing customer loyalty in
   Malaysian Islamic banks
SO SERVICE INDUSTRIES JOURNAL
LA English
DT Article
DE customer satisfaction; customer loyalty; intention to switch; Islam;
   banks; Malaysia
ID MEASURING SERVICE QUALITY; CONSUMER PERCEPTIONS; CONSEQUENCES;
   EXPECTATIONS; REASSESSMENT; PERFORMANCE; ANTECEDENTS; SCALE; IMAGE;
   MODEL
AB This study examines the role of customer satisfaction in enhancing the loyalty of Muslim and non-Muslim customers in the Malaysian Islamic banking industry. Respondents are the customers (Muslim and non-Muslim customers) visiting the bank counters and have an account with Islamic banks. A total of 660 questionnaires were distributed, and 440 were returned. The results indicate that customer satisfaction has a statistically significant positive effect on customer loyalty and intentions to switch for Muslim and non-Muslim customers. However, there were significant differences in the effects of customer satisfaction on customer loyalty and intention to switch for Muslim and non-Muslim customers. The effect of customer satisfaction on customer loyalty and intention to switch is greater for the non-Muslim than the Muslim customers.
C1 [Amin, Muslim; Isa, Zaidi] Univ Kebangsaan Malaysia, UKM, Fac Sci & Technol, Ctr Modelling & Data Anal DELTA, Bangi 43600, Malaysia.
   [Fontaine, Rodrigue] Int Islamic Univ Malaysia, Fac Econ & Management, Kuala Lumpur 50728, Malaysia.
RP Amin, M (reprint author), Univ Kebangsaan Malaysia, UKM, Fac Sci & Technol, Ctr Modelling & Data Anal DELTA, Bangi 43600, Malaysia.
EM tengkumuslim@yahoo.com
OI Amin, Muslim/0000-0003-0818-5663
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NR 82
TC 25
Z9 25
U1 1
U2 39
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 0264-2069
EI 1743-9507
J9 SERV IND J
JI Serv. Ind. J.
PY 2011
VL 31
IS 9
BP 1519
EP 1532
AR PII 927209313
DI 10.1080/02642060903576076
PG 14
WC Management
SC Business & Economics
GA 765AO
UT WOS:000290676000009
DA 2020-02-20
ER

PT J
AU Zampetakis, LA
AF Zampetakis, Leonidas A.
TI Middle managers' perception of subordinates' customer orientation in the
   banking sector
SO SERVICE INDUSTRIES JOURNAL
LA English
DT Article
DE affective events theory; emotional intelligence; banking sector;
   customer orientation; Greece; structural equation modelling
ID EMOTIONAL INTELLIGENCE; JOB-SATISFACTION; POSITIVE AFFECT; PERFORMANCE;
   EMPLOYEES
AB This study examined personal and contextual factors at work that influence middle-level managers' perception of their immediate subordinate's customer orientation (SCO). Data were based on 120 managers from seven organizations from the Cyprus banking sector. Results of structural equation modelling indicate that managers' trait of emotional intelligence has a significant indirect effect on their perceptions of their SCO via positive affect at work. Recommendations for further research are discussed.
C1 Tech Univ Crete, Dept Prod Engn & Management, Khania, Greece.
RP Zampetakis, LA (reprint author), Tech Univ Crete, Dept Prod Engn & Management, Khania, Greece.
EM lzabetak@dpem.tuc.gr
RI Zampetakis, Leonidas/I-8317-2012; A.Zampetakis, Leonidas/N-5581-2019
OI Zampetakis, Leonidas/0000-0002-9568-6302; A.Zampetakis,
   Leonidas/0000-0002-9568-6302
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NR 56
TC 2
Z9 2
U1 1
U2 11
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 0264-2069
EI 1743-9507
J9 SERV IND J
JI Serv. Ind. J.
PY 2011
VL 31
IS 7
BP 1033
EP 1047
AR PII 927978436
DI 10.1080/02642060903079436
PG 15
WC Management
SC Business & Economics
GA 746NC
UT WOS:000289253000003
DA 2020-02-20
ER

PT J
AU Aldas-Manzano, J
   Ruiz-Mafe, C
   Sanz-Blas, S
   Lassala-Navarre, C
AF Aldas-Manzano, Joaquin
   Ruiz-Mafe, Carla
   Sanz-Blas, Silvia
   Lassala-Navarre, Carlos
TI Internet banking loyalty: evaluating the role of trust, satisfaction,
   perceived risk and frequency of use
SO SERVICE INDUSTRIES JOURNAL
LA English
DT Article
DE Internet banking services; satisfaction; loyalty; trust; perceived risk
ID INFORMATION-SYSTEMS CONTINUANCE; COVARIANCE STRUCTURE-ANALYSIS;
   BUYER-SELLER RELATIONSHIPS; MULTIPLE-ITEM SCALE; CUSTOMER SATISFACTION;
   SERVICE QUALITY; ONLINE BANKING; CONSUMER-TRUST; ELECTRONIC BANKING;
   TEST STATISTICS
AB This paper analyses the role of satisfaction, trust, frequency of use and perceived risk as antecedents of consumer loyalty to banking websites. While the literature usually focuses on the direct effects of these variables, special attention is paid here to evaluate their moderating effects on the relationship between satisfaction and loyalty. The results from a sample of 254 Spanish users of Internet banking services show that while satisfaction correlates positively with loyalty, the effect is significantly less intense with high levels of perceived risk. The results are similar for trust, which correlates more positively with high levels of perceived risk, but also when Internet banking is used less frequently. Managerial implications from these results are provided.
C1 [Ruiz-Mafe, Carla; Sanz-Blas, Silvia; Lassala-Navarre, Carlos] Univ Valencia, Dept Mkt, Valencia 46022, Spain.
   [Aldas-Manzano, Joaquin] IVIE, Valencia 46022, Spain.
RP Ruiz-Mafe, C (reprint author), Univ Valencia, Dept Mkt, Avda Tarongers S-N, Valencia 46022, Spain.
EM carla.ruiz@uv.es
RI ruiz-mafe, carla/C-7166-2019; Sanz-Blas, Silvia/E-5102-2015;
   Aldas-Manzano, Joaquin/K-7566-2017
OI Sanz-Blas, Silvia/0000-0001-6313-3167; Aldas-Manzano,
   Joaquin/0000-0001-8327-6640; ruiz mafe, carla/0000-0002-5051-868X
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   Zeithaml VA, 1996, J MARKETING, V60, P31, DOI 10.2307/1251929
NR 117
TC 35
Z9 35
U1 0
U2 54
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 0264-2069
EI 1743-9507
J9 SERV IND J
JI Serv. Ind. J.
PY 2011
VL 31
IS 7
BP 1165
EP 1190
AR PII 927978166
DI 10.1080/02642060903433997
PG 26
WC Management
SC Business & Economics
GA 746NC
UT WOS:000289253000011
DA 2020-02-20
ER

PT J
AU Dirani, KM
   Kuchinke, KP
AF Dirani, Khalil M.
   Kuchinke, K. Peter
TI Job satisfaction and organizational commitment: validating the Arabic
   satisfaction and commitment questionnaire (ASCQ), testing the
   correlations, and investigating the effects of demographic variables in
   the Lebanese banking sector
SO INTERNATIONAL JOURNAL OF HUMAN RESOURCE MANAGEMENT
LA English
DT Article
DE instrument construct validation; international human resource
   development; job satisfaction; Lebanon; organizational commitment
ID DISCRIMINANT VALIDITY; LIFE SATISFACTION; WORK; PERFORMANCE; FIT;
   PERCEPTIONS; ATTITUDES; TURNOVER; MODEL; ANTECEDENTS
AB The aim of this study was to assess the construct validity and the reliability of two measurement scores of organizational commitment and job satisfaction, to measure the correlation between the two variables, and to explore the effects of different demographic variables on satisfaction and commitment in a Lebanese context. A total of 298 cases from five major banks were analyzed. Rigorous forward and backward translation procedures have been applied to ensure the relevance of this instrumentation in a different cultural context. Results of exploratory factor analysis, confirmatory factor analysis, simple item-internal consistency estimates, and item intercorrelation analysis provided evidence that both instruments have produced reliable measurement scores with construct validity adequate to measure satisfaction and commitment in the Lebanese context. Results also showed that the constructs of satisfaction and commitment were significantly correlated and that satisfaction was a good predictor of commitment. Demographic analysis, discussion of these results, and suggestions for future research were proposed.
C1 [Dirani, Khalil M.] Univ Georgia, Dept Lifelong Educ Adm & Policy, Human Resources & Org Dev Program, Athens, GA 30602 USA.
   [Kuchinke, K. Peter] Univ Illinois, Dept Educ Policy Org & Leadership, Champaign, IL USA.
RP Dirani, KM (reprint author), Univ Georgia, Dept Lifelong Educ Adm & Policy, Human Resources & Org Dev Program, Athens, GA 30602 USA.
EM dirani@uga.edu
RI Dirani, Khalil/D-9829-2016
OI Dirani, Khalil/0000-0003-4137-5872
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NR 92
TC 18
Z9 18
U1 0
U2 24
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 0958-5192
EI 1466-4399
J9 INT J HUM RESOUR MAN
JI Int. J. Hum. Resour. Manag.
PY 2011
VL 22
IS 5
BP 1180
EP 1202
DI 10.1080/09585192.2011.556801
PG 23
WC Management
SC Business & Economics
GA 740IS
UT WOS:000288786800011
DA 2020-02-20
ER

PT J
AU Mamun, A
   Hassan, MK
   Isik, I
AF Mamun, Abdullah
   Hassan, M. Kabir
   Isik, Ihsan
TI Cross-border impact of the Financial Services Modernization Act:
   evidence from large foreign banks
SO APPLIED ECONOMICS LETTERS
LA English
DT Article
ID INTERNATIONAL DEBT CRISIS; UNITED-STATES; SECURITY RETURNS
AB This article investigates the impact of the Financial Services Modernization Act (FSMA) on foreign banks. We find that the banking sectors of most developed countries experience significant negative spillover effect. However, the impacts on any two countries' banking sectors are not identical. Most importantly, we show that exposure to systematic risk with respect to the world equity index can explain the cross-sectional variation of the wealth effects. We also find that larger banks are more adversely affected.
C1 [Mamun, Abdullah] Univ Saskatchewan, Edwards Sch Business, Saskatoon, SK S7N 5A7, Canada.
   [Hassan, M. Kabir] Univ New Orleans, Coll Business Adm, New Orleans, LA 70148 USA.
   [Isik, Ihsan] Rowan Univ, Rohrer Coll Business, Glassboro, NJ USA.
RP Mamun, A (reprint author), Univ Saskatchewan, Edwards Sch Business, 25 Campus Dr, Saskatoon, SK S7N 5A7, Canada.
EM mamun@edwards.usask.ca
RI Hassan, M. Kabir/D-5053-2012
OI Hassan, M. Kabir/0000-0001-6274-3545; ISIK, IHSAN/0000-0003-2646-4287
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NR 14
TC 1
Z9 1
U1 0
U2 8
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXFORDSHIRE, ENGLAND
SN 1350-4851
J9 APPL ECON LETT
JI Appl. Econ. Lett.
PY 2011
VL 18
IS 4
BP 337
EP 341
DI 10.1080/13504851003670627
PG 5
WC Economics
SC Business & Economics
GA 730XC
UT WOS:000288069600009
DA 2020-02-20
ER

PT J
AU Lee, KW
   Tsai, MT
   Lanting, MCL
AF Lee, Kuo-Wei
   Tsai, Ming-Ten
   Lanting, Maria Corazon L.
TI From marketplace to marketspace: Investigating the consumer switch to
   online banking
SO ELECTRONIC COMMERCE RESEARCH AND APPLICATIONS
LA English
DT Article
DE Attitude towards switching; Behavior intention to switch Online; Banking
ID TECHNOLOGY ACCEPTANCE MODEL; COMPUTER-SELF-EFFICACY; USER ACCEPTANCE;
   INFORMATION-TECHNOLOGY; INTERNET BANKING; PERCEIVED RISK; LOYALTY;
   USAGE; DETERMINANTS; SATISFACTION
AB Even though scholars have placed considerable focus on studying the attitudes and intentions towards using the virtual market (marketspace), there are still few studies that examine the potential effect of the physical market (marketplace) on the virtual market. The physical and virtual markets have some substitution effects; as users utilize the virtual market more frequently, they use the physical market less regularly. Under this premise, factors relating to the physical market may have a potential effect on the user's acceptance of the virtual market. The primary goal of this study was to explore the factors that affect the attitude and intention towards switching from the physical to the virtual market in the context of online banking. In total, 400 questionnaires were sent out and 250 effective questionnaires were returned, for an effective recovery rate of 62.5%. Factor analysis and regression analysis were used to examine the hypotheses. The results showed that perceived usefulness, perceived ease of use and offline trust have positive effects on attitude towards switching. Additionally, offline loyalty and switching costs had negative significant influence on attitude towards switching. Moreover, attitude towards switching had a positive effect on the behavior intention to switch. Finally, computer self-efficacy moderates the effect of attitudes and behavior intention towards switching to online banking. (C) 2010 Elsevier B.V. All rights reserved.
C1 [Lee, Kuo-Wei] Natl Tai Chung Inst Technol, Dept Business Adm, Taichung, Taiwan.
   [Tsai, Ming-Ten] Natl Cheng Kung Univ, Dept Business Adm, Tainan 70101, Taiwan.
   [Lanting, Maria Corazon L.] So Taiwan Univ, Dept Business Adm, Tainan, Taiwan.
RP Lee, KW (reprint author), 13F-11,539 Chin Ping Rd, Tainan 708, Taiwan.
EM leealan1022@yahoo.com.tw
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NR 86
TC 32
Z9 33
U1 4
U2 32
PU ELSEVIER
PI AMSTERDAM
PA RADARWEG 29, 1043 NX AMSTERDAM, NETHERLANDS
SN 1567-4223
EI 1873-7846
J9 ELECTRON COMMER R A
JI Electron. Commer. Res. Appl.
PD JAN-FEB
PY 2011
VL 10
IS 1
BP 115
EP 125
DI 10.1016/j.elerap.2010.08.005
PG 11
WC Business; Computer Science, Information Systems; Computer Science,
   Interdisciplinary Applications
SC Business & Economics; Computer Science
GA 723OJ
UT WOS:000287516300014
DA 2020-02-20
ER

PT J
AU Chen, LH
   Kuo, YF
AF Chen, Ling-Hsiu
   Kuo, Ying-Feng
TI Understanding e-learning service quality of a commercial bank by using
   Kano's model
SO TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE
LA English
DT Article
DE electronic learning (e-learning) service; service quality; Kano's model
ID INFORMATION-SYSTEMS; CUSTOMER SATISFACTION; USER SATISFACTION; MCLEAN
   MODEL; SUCCESS; DELONE; USAGE
AB To identify user requirements regarding e-learning services, this study applied Kano's model to sort the e-learning service quality elements into various quality categories and calculate customer satisfaction index including the Better/Worse values, and also considered the importance weighting of each quality element for identifying the key elements for maximising learner satisfaction and minimising learner dissatisfaction based on investigation of a sample of 126 employees in a commercial bank. The analytical results of this study indicate that good user interface design is the basic requirement of e-learning system service and that useful content can attract users to use e-learning services. Moreover, users in different departments of the bank have different quality features for e-learning services. These findings enable improved interpretation of e-learner satisfaction, help firms better understand user requirements and provide effective guidelines for enhancing e-learning service quality.
C1 [Chen, Ling-Hsiu] Chaoyang Univ Technol, Dept Informat Management, Wufong 413, Taichung County, Taiwan.
   [Kuo, Ying-Feng] Natl Univ Kaohsiung, Dept Informat Management, Kaohsiung 811, Taiwan.
RP Chen, LH (reprint author), Chaoyang Univ Technol, Dept Informat Management, 168 Jifong E Rd, Wufong 413, Taichung County, Taiwan.
EM ling@cyut.edu.tw
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NR 39
TC 15
Z9 15
U1 0
U2 22
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXFORDSHIRE, ENGLAND
SN 1478-3363
EI 1478-3371
J9 TOTAL QUAL MANAG BUS
JI Total Qual. Manag. Bus. Excell.
PY 2011
VL 22
IS 1
BP 99
EP 116
AR PII 933717572
DI 10.1080/14783363.2010.532345
PG 18
WC Management
SC Business & Economics
GA 723DW
UT WOS:000287487500006
DA 2020-02-20
ER

PT J
AU Mookerjee, R
   Roberts, J
AF Mookerjee, Rajen
   Roberts, Jellina
TI Banking services, transaction costs and international remittance flows
SO APPLIED ECONOMICS LETTERS
LA English
DT Article
AB Using a unique data set on the financial sector, this article assesses the impact that financial sector development has on international remittance flows for a sample of 64 countries. The results show that greater financial sector development - as measured by bank branches per 1000 km(2) - results in greater remittance flows to a country. However, this study also documents that transaction costs have no impact on remittance flows. This latter finding has important policy implications as reductions in transaction costs are often cited as an important approach to increase remittance flows.
C1 [Mookerjee, Rajen] Penn State Univ, Dept Econ, Monaca, PA USA.
   [Roberts, Jellina] GSPIA Univ Pittsburgh, Pittsburgh, PA USA.
RP Mookerjee, R (reprint author), Penn State Univ, Dept Econ, Monaca, PA USA.
EM rxm24@psu.edu
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   2007, BBC             0308
NR 18
TC 7
Z9 7
U1 0
U2 8
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXFORDSHIRE, ENGLAND
SN 1350-4851
J9 APPL ECON LETT
JI Appl. Econ. Lett.
PY 2011
VL 18
IS 3
BP 199
EP 205
DI 10.1080/13504851003614146
PG 7
WC Economics
SC Business & Economics
GA 714MA
UT WOS:000286812500001
DA 2020-02-20
ER

PT J
AU Pulina, M
AF Pulina, Manuela
TI Consumer behaviour in the credit card market: a banking case study
SO INTERNATIONAL JOURNAL OF CONSUMER STUDIES
LA English
DT Article
DE Analysis; behaviour; credit; economic; multivariate
ID DETERMINANTS; DEBIT
AB This paper analysed the demographic, socio-economic and banking-specific determinants that influence the choice of credit cards. A multinomial logit model was run on a recent portfolio of banking customers based in Italy. The model incorporates the type of credit cards as the dependent variable and a set of explanatory variables. The empirical results provided useful insight into the structural characteristics of the card payment system and offered a microeconomics perspective to analyse consumers' behaviour and preferences. Overall, women, older people, residents in the centre of Italy and secondary card owners are more likely to acquire a classic card. Gold cards are preferred by older customers, whereas younger clients have a higher probability to choose a revolving card, which is also preferred by the residents in the North-east. The analysis on the continuous variables highlighted that Italy can be regarded as a 'conservative' market with room for credit card upgrading and expansion into more sophisticated products.
C1 [Pulina, Manuela] Univ Sassari, CRENoS, I-07100 Sassari, Italy.
   [Pulina, Manuela] Free Univ Bolzano, TOMTE, Fac Econ, Bolzano, Italy.
RP Pulina, M (reprint author), Univ Sassari, CRENoS, Via Torre Tonda 34, I-07100 Sassari, Italy.
EM Manuela.Pulina@unibz.it
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NR 24
TC 5
Z9 5
U1 0
U2 0
PU WILEY-BLACKWELL PUBLISHING, INC
PI MALDEN
PA COMMERCE PLACE, 350 MAIN ST, MALDEN 02148, MA USA
SN 1470-6423
J9 INT J CONSUM STUD
JI Int. J. Consum. Stud.
PD JAN
PY 2011
VL 35
IS 1
BP 86
EP 94
DI 10.1111/j.1470-6431.2010.00939.x
PG 9
WC Business
SC Business & Economics
GA 702GA
UT WOS:000285881400011
DA 2020-02-20
ER

PT J
AU Toner, RW
   Pizzi, L
   Leas, B
   Ballas, SK
   Quigley, A
   Goldfarb, NI
AF Toner, Richard
   Pizzi, Laura
   Leas, Brian
   Ballas, Samir
   Quigley, Alyson
   Goldfarb, Neil
TI Costs to Hospitals of Acquiring and Processing Blood in the US A Survey
   of Hospital-Based Blood Banks and Transfusion Services
SO APPLIED HEALTH ECONOMICS AND HEALTH POLICY
LA English
DT Article
ID SAFETY
AB Background: Little is known about the economics of acquiring and processing the more than 14 million units of red blood cells used annually in the US.
   Objective: To determine the average price paid by hospitals to suppliers for a unit of red blood cells and to identify cost variations by region and facility type and size. A secondary objective was to examine costs for additional blood components as well as costs for blood-related processes performed by hospitals. Qualitative input was sought to identify potential cost drivers.
   Methods: A cross-sectional survey was performed of a randomized sample of hospital-based blood bank and transfusion service directors. The survey instrument assessed costs of specific blood components and services as incurred by hospitals. Analysis of variance was performed to test for significant variation in costs for red blood cells by geographic region and division, facility type and bed capacity.
   Results: A total of 213 surveys were completed. The mean (SD) acquisition cost for one unit of red blood cells purchased from a supplier (n = 204) was $US210.74 +/- 37.9 and the mean charge to the patient (n = 167) was $US343.63 +/- 135. There was significant statistical variation in acquisition cost by US census region (p < 0.0001) and division (p < 0.0001). Teaching hospitals were more likely to receive volume discounts than other facility types. The mean prices paid per unit for fresh frozen plasma (n = 167) and apheresis platelets (n = 153) were $US60.70 +/- 20 and $US533.90 +/- 69, respectively. The median cost for mandated screening performed onsite (n = 56) was $US50.00 +/- 120 and the median storage and retrieval cost (n = 46) was $US68.00 +/- 81 per unit. A total of 28% of respondents reported that costs for acquisition, screening and transfusion had `increased dramatically' over the past 5 years and 23% reported that blood shortages were a significant problem.
   Conclusions: The cost of blood continues to increase and price varies by geography. However, the rate of increase in acquisition costs for red blood cells appears to be slowing. This information should be used by organizations and policy makers to improve financing and utilization management for blood components and services.
C1 [Toner, Richard; Pizzi, Laura; Leas, Brian; Ballas, Samir; Quigley, Alyson; Goldfarb, Neil] Thomas Jefferson Univ, Jefferson Sch Populat Hlth, 1015 Walnut St,Suite 115, Philadelphia, PA 19107 USA.
RP Goldfarb, NI (reprint author), Thomas Jefferson Univ, Jefferson Sch Populat Hlth, 1015 Walnut St,Suite 115, Philadelphia, PA 19107 USA.
EM neil.goldfarb@jefferson.edu
OI Leas, Brian/0000-0003-2450-8434
FU Novo NordiskNovo Nordisk
FX This study and the drafting of this manuscript was funded by Novo
   Nordisk. The funding organization provided comments on a draft of the
   survey instrument, and reviewed a draft of the final manuscript.
   However, the investigators retained full scientific control of the
   study. The authors have no conflicts of interest that are directly
   relevant to the content of this article.
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NR 17
TC 78
Z9 78
U1 0
U2 0
PU SPRINGER INTERNATIONAL PUBLISHING AG
PI CHAM
PA GEWERBESTRASSE 11, CHAM, CH-6330, SWITZERLAND
SN 1175-5652
EI 1179-1896
J9 APPL HEALTH ECON HEA
JI Appl. Health Econ. Health Policy
PD JAN
PY 2011
VL 9
IS 1
BP 29
EP 37
DI 10.2165/11530740-000000000-00000
PG 9
WC Economics; Health Care Sciences & Services; Health Policy & Services
SC Business & Economics; Health Care Sciences & Services
GA V68HB
UT WOS:000211361400003
PM 21174480
DA 2020-02-20
ER

PT J
AU Al-Hawari, MA
AF Al-Hawari, Mohammad Ahmad
TI Automated service quality as a predictor of customers' commitment A
   practical study within the UAE retail banking context
SO ASIA PACIFIC JOURNAL OF MARKETING AND LOGISTICS
LA English
DT Article
DE Customer trust; Customer delight; Customer commitment; Bank automated
   services; Customer services quality; United Arab Emirates
ID FINANCIAL PERFORMANCE; MEDIATING ROLE; TRUST; FOUNDATIONS; DELIVERY;
   DELIGHT
AB Purpose - The main purpose of this paper is to highlight the significance of automated service factors, customer trust, and delight in customer commitment within the United Arab Emirates (UAE) banking context.
   Design/methodology/approach - The relative importance of automated service factors to customer delight, trust, and commitment was examined. The paper then proposed a conceptual model of the relationship between automated factors, customer delight, trust, and commitment within the UAE banking context. A survey was designed and data collected through the mall intercept method. AMOS 6 was used to test the hypothesized relationships.
   Findings - Most of the automated factors have no direct relationship with customer commitment, but an indirect one through customer trust and delight. Automated factors have a direct and positive influence on customer delight, which in turn has a direct influence on both customer trust and customer commitment. Customer trust is also related positively and directly to customer commitment.
   Research limitations/implications - This research has been applied to the financial institutions in the UAE. Further testing of the proposed conceptual model across different industries and countries is needed to determine the generalizability and consistency of this study's findings.
   Practical implications - The proposed model of commitment prediction has the potential to help UAE bank managers to strengthen the customer-bank relationship and, ultimately, to enhance customer delight, trust, and commitment ratios especially in the light of the credit crunch that most banks in the UAE are facing.
   Originality/value - This paper is a significant trial in showing the importance of automated service quality in gaining customers' commitment within the UAE retail banking context.
C1 [Al-Hawari, Mohammad Ahmad] Univ Sharjah, Fac Business, Management Mkt & Publ Adm Dept, Sharjah, U Arab Emirates.
RP Al-Hawari, MA (reprint author), Univ Sharjah, Fac Business, Management Mkt & Publ Adm Dept, Sharjah, U Arab Emirates.
EM malhawari@sharjah.ac.ae
FU University of Sharjah, United Arab Emirates
FX This research has been fully funded by the University of Sharjah, United
   Arab Emirates.
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NR 59
TC 16
Z9 16
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1355-5855
EI 1758-4248
J9 ASIA PAC J MARKET LO
JI Asia Pac. J. Market. Logist.
PY 2011
VL 23
IS 3
BP 346
EP 366
DI 10.1108/13555851111143259
PG 21
WC Business
SC Business & Economics
GA V3Y3T
UT WOS:000218699200007
DA 2020-02-20
ER

PT J
AU Lindemane, M
AF Lindemane, Marija
TI Financial services export by Baltic banks
SO BUSINESS AND ECONOMIC HORIZONS
LA English
DT Article
DE Financial services export; banking; remote deposit; innovation in
   banking; financial services trading
AB The present article discloses the problems connected with the export of financial services by commercial banks of three Baltic countries - Lithuania, Latvia and Estonia. The author cites examples of innovations in banking world markets for expanding variants and increasing efficiency of financial services export. Special attention is focused on such an innovation of the banking market of these countries as "EU remote deposit". Aggregated results of the research of financial services export through questioning residents of the European Union are presented in the given article.
C1 [Lindemane, Marija] BA Sch Business & Finance, Management Fac, Riga, Latvia.
RP Lindemane, M (reprint author), BA Sch Business & Finance, Management Fac, Riga, Latvia.
EM marija.lindemane@lbb.lv
CR Financial and Capital Market Commission, 2010, BANK ACT 3 QUART 201
   Latvian Business bank, 2009, FIXI DEP TERMS AGR
   Natrins A., 2009, MANAGEMENT EC COLLEC, P38
   Skinner Ch., 2009, FUTURE BANKING GLOBA
NR 4
TC 2
Z9 2
U1 0
U2 0
PU PRAGUE DEVELOPMENT CENTER SRO
PI 3 PRAGUE
PA PROKOPOVA 148-15, ZIZKOV, 3 PRAGUE, 130 00, CZECH REPUBLIC
SN 1804-1205
EI 1804-5006
J9 BUS ECON HORIZ
JI Bus. Econ. Horiz.
PD JAN
PY 2011
VL 4
IS 1
BP 70
EP 80
DI 10.15208/beh.2011.6
PG 11
WC Economics
SC Business & Economics
GA VF0MN
UT WOS:000441783400006
OA Green Published
DA 2020-02-20
ER

PT J
AU Sangle, PS
   Awasthi, P
AF Sangle, Purnima S.
   Awasthi, Preety
TI Consumer's expectations from mobile CRM services: a banking context
SO BUSINESS PROCESS MANAGEMENT JOURNAL
LA English
DT Article
DE India; Banking; Customer relationship management; Consumer behaviour;
   Mobile technology; Mobile CRM; Perceived utility value; Exploratory
   factor analysis; Consumer's perspective
ID CUSTOMER RELATIONSHIP MANAGEMENT; PERSONAL INNOVATIVENESS; INTERNET
   SERVICES; ADOPTION; ONLINE; COMMERCE; TECHNOLOGY; ACCEPTANCE; ATTITUDES;
   DETERMINANTS
AB Purpose - The purpose of this paper is to develop an understanding of the primary concerns of a customer when they use mobile banking services and identify factors that can be used for making better mobile customer relationship management (mobile CRM) services in banking.
   Design/methodology/approach - The paper empirically explores the underlying factors by the application of exploratory factor analysis. The study sample consists of 272 respondents, with a usable response rate of 68 per cent.
   Findings - The empirical findings reveal that perceived utility value is regarded as the most important factor for mobile CRM services. The other factors which emerged were ease of use, context, compatibility, cost, risk, and personal innovativeness. In addition, negative attitude towards technology also emerged as a factor, which needs further investigation.
   Research limitations/implications - The study had a few limitations, such as selection of the sample from a limited number of places, which may induct some bias due a particular geographical and economic advantage of the place.
   Practical implications - Based on the findings, banks should focus on increasing the value perceptions of the customers by considering easy design of the services, service context and compatibility of the services offered. The service cost reduction and risk mitigation strategies also need attention.
   Originality/value - The findings provided insight into the factors that contribute to the acceptance of mobile CRM practices in banking from the consumers' perspective. This study demonstrated that in the case of mobile CRM the factors related to the service aspect dominate over the technical aspect.
C1 [Sangle, Purnima S.; Awasthi, Preety] Natl Inst Ind Engn, Bombay, Maharashtra, India.
RP Sangle, PS (reprint author), Natl Inst Ind Engn, Bombay, Maharashtra, India.
EM purnima.nitie@gmail.com
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NR 72
TC 11
Z9 11
U1 0
U2 2
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1463-7154
EI 1758-4116
J9 BUS PROCESS MANAG J
JI Bus. Process. Manag. J.
PY 2011
VL 17
IS 6
BP 898
EP 918
DI 10.1108/14637151111182684
PG 21
WC Business; Management
SC Business & Economics
GA V97TF
UT WOS:000213353400002
DA 2020-02-20
ER

PT J
AU Nor, KM
   Barbuta-Misu, N
   Stroe, R
AF Nor, Khalil Md
   Barbuta-Misu, Nicoleta
   Stroe, Radu
TI A MODEL FOR ANALYSING THE DETERMINANT FACTORS OF ADOPTION E-BANKING
   SERVICES BY ROMANIAN CUSTOMERS
SO ECONOMIC COMPUTATION AND ECONOMIC CYBERNETICS STUDIES AND RESEARCH
LA English
DT Article
DE E-Banking services; Self-efficacy; Compatibility; Security; Transaction
   cost; Perceived usefulness and ease of use; Regression coefficients
ID INTERNET BANKING; ONLINE BANKING; ACCEPTANCE MODEL; USER ACCEPTANCE;
   TECHNOLOGY; TRUST; EXTENSION
AB Many studies, focused on technical and technological issues highlighted by Innovation Diffusion Theory, Technology Acceptance Model and Theory of Trust and Security, and on psychological aspects highlighted by the Decomposed Theory of Planned Behaviour, emphasised a variety of factors that may influence the adoption of Internet banking. The purpose of this study was to modelling factors with impact on adoption the electronic Banking services in transactions achieved by Romanian banking customers. We used Internet, Mobile and Home Banking as the target technologies and Romanian subjects as the sampling frame. The study investigates the influence of perceived usefulness, perceived ease of use, compatibility, self-efficacy, technical resources, security, cost and time, factors chosen in function of the highest percentages of occurrence in respondents answers from the questionnaires. A principal component analysis was used to validate the constructs and multiple regressions were employed to analyse the data. The results show that perceived usefulness, compatibility, technical resources, security and cost, all have significant effect on adoption of e-Banking services. The examination of the regression coefficients reveal that compatibility has a strong impact on customers' intention to use online services in Banking transactions.
C1 [Nor, Khalil Md] Univ Teknol Malaysia, Skudai, Malaysia.
   [Barbuta-Misu, Nicoleta] Dunarea de Jos Univ Galati, Galati, Romania.
   [Stroe, Radu] Bucharest Acad Econ Studies, Bucharest, Romania.
RP Nor, KM (reprint author), Univ Teknol Malaysia, Skudai, Malaysia.
EM kmdnor@fppsm.utm.my; Nicoleta.Barbuta@ugal.ro; radu.stroe@fin.ase.ro
RI Barbuta-Misu, Nicoleta/C-2499-2011; Barbuta-Misu, Nicoleta/L-5506-2019
OI Barbuta-Misu, Nicoleta/0000-0003-4479-5338; Barbuta-Misu,
   Nicoleta/0000-0003-4479-5338
FU CNCSIS - UEFISCSUConsiliul National al Cercetarii Stiintifice din
   Invatamantul Superior (CNCSIS) [957/2009]
FX This work is supported by CNCSIS - UEFISCSU, project number: PNII - IDEI
   1852/2008, contract number: 957/2009.
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NR 41
TC 3
Z9 3
U1 1
U2 28
PU ACAD ECONOMIC STUDIES
PI BUCHAREST
PA 15-17 CALEA DOROBANTI, SECTOR 1, BUCHAREST, 00000, ROMANIA
SN 0424-267X
EI 1842-3264
J9 ECON COMPUT ECON CYB
JI Econ. Comput. Econ. Cybern. Stud.
PY 2011
VL 45
IS 4
BP 53
EP 70
PG 18
WC Economics; Mathematics, Interdisciplinary Applications
SC Business & Economics; Mathematics
GA 875IS
UT WOS:000299024200003
DA 2020-02-20
ER

PT J
AU Basu, S
   Inklaar, R
   Wang, JC
AF Basu, Susanto
   Inklaar, Robert
   Wang, J. Christina
TI THE VALUE OF RISK: MEASURING THE SERVICE OUTPUT OF U.S. COMMERCIAL BANKS
SO ECONOMIC INQUIRY
LA English
DT Article
ID VALUATION; ARBITRAGE; DEPOSITS; COST
AB Banks often charge implicitly for their services via interest spreads, instead of explicit fees. Much of bank output thus has to be estimated indirectly. In contrast to current statistical practice, dynamic optimizing models of banks argue that compensation for bearing systematic risk is not part of bank output. We apply these models and find that in the U.S. National Accounts between 1997 and 2007, bank output was overestimated by 21% and gross domestic product (GDP) by 0.3%. Compared with current methods, our new estimates imply more plausible estimates of the income share of capital and the return on fixed capital of the banking industry. (JEL E01, E44, O47).
C1 [Basu, Susanto] Boston Coll, Dept Econ, Chestnut Hill, MA 02467 USA.
   [Inklaar, Robert] Univ Groningen, Fac Econ & Business, NL-9700 AV Groningen, Netherlands.
   [Wang, J. Christina] Fed Reserve Bank Boston, Boston, MA 02210 USA.
RP Basu, S (reprint author), Boston Coll, Dept Econ, 140 Commonwealth Ave, Chestnut Hill, MA 02467 USA.
EM susanto.basu@bc.edu; r.c.inklaar@rug.nl; christina.wang@bos.frb.org
RI Inklaar, Robert/G-8253-2011
OI Inklaar, Robert/0000-0003-3852-067X
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NR 29
TC 17
Z9 17
U1 0
U2 10
PU WILEY
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 0095-2583
EI 1465-7295
J9 ECON INQ
JI Econ. Inq.
PD JAN
PY 2011
VL 49
IS 1
BP 226
EP 245
DI 10.1111/j.1465-7295.2010.00304.x
PG 20
WC Economics
SC Business & Economics
GA 702FE
UT WOS:000285879200016
OA Green Published
DA 2020-02-20
ER

PT J
AU Dimitriades, ZS
   Papalexandris, N
AF Dimitriades, Zoe S.
   Papalexandris, Nancy
TI Test of a service profit chain model in the Greek banking sector
SO EUROMED JOURNAL OF BUSINESS
LA English
DT Article
DE Job commitment; Financial performance; Service-profit chain; Cross
   cultural studies; Retailing; Customer satisfaction; Supply chain
   management; Job satisfaction; Greece
ID ORGANIZATIONAL COMMITMENT; JOB-SATISFACTION; NORMATIVE COMMITMENT;
   MISSING LINK; ANTECEDENTS; CONTINUANCE; METAANALYSIS; BEHAVIOR; PRIVATE;
   CLIMATE
AB Purpose - This exploratory research seeks to examine the relationship between employee commitment and financial performance in the Greek retail banking sector.
   Design/methodology/approach - A total of 331 questionnaires were completed by bank employees. Data were analyzed via confirmatory factor analysis, reliability analysis, correlation and mediation analysis.
   Findings - Contrary to expectations, both employee attitudes (affective commitment) and perceptions (morale climate) were unrelated to business financial performance.
   Research limitations/implications - Because of the chosen research approach, results may lack generalizability. Therefore, researchers are encouraged to test the reported findings further.
   Practical implications - Current findings might enhance understanding of the relationship between affective organizational commitment and financial performance in Greek retail banking.
   Originality/value - The paper extends the existing service profit chain research, offering insights into employee commitment and its relationship with financial performance, in the relatively under-researched Greek context.
C1 [Dimitriades, Zoe S.] Univ Macedonia, Dept Business Adm, Management, Thessaloniki, Greece.
   [Papalexandris, Nancy] Athens Univ Econ & Business, Dept Mkt & Commun, Management, Athens, Greece.
   [Papalexandris, Nancy] Athens Univ Econ & Business, MSc Programme Human Resource Management, Athens, Greece.
RP Dimitriades, ZS (reprint author), Univ Macedonia, Dept Business Adm, Management, Thessaloniki, Greece.
EM zd@uom.gr
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NR 51
TC 1
Z9 1
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1450-2194
EI 1758-888X
J9 EUROMED J BUS
JI EuroMed J. Bus.
PY 2011
VL 6
IS 2
SI SI
BP 142
EP 154
DI 10.1108/14502191111151232
PG 13
WC Business
SC Business & Economics
GA V06OA
UT WOS:000213948300002
DA 2020-02-20
ER

PT J
AU Mualla, ND
AF Mualla, Naji Deeb
TI Assessing and measuring sales culture within commercial banks in Jordan
SO EUROMED JOURNAL OF BUSINESS
LA English
DT Article
DE Assessment; Banks; Sales culture; Employees; Perception; Selling
   methods; Advertising effectiveness; Jordan
AB Purpose - This study aims to assess and measure the sales culture within the commercial banks in Jordan, and to provide top management of these banks with the database which may be required for improving the banks' selling effectiveness.
   Design/methodology/approach - The study has been conducted on a convenience sample of 1,000 employees selected from those of all the commercial banks operating in Jordan. Sales culture was measured by using the Sales Culture Index (SCI), consisting of 65 statements. The data required for this study were collected by a self-structured questionnaire.
   Findings - The findings of the study indicate that the overall employees' perception of sales culture in the surveyed banks is moderate. However, the sales culture in the non-Jordanian banks was stronger than that in the Jordanian banks.
   Research limitations/implications - As is the case in any study, some limitations relevant to this study cannot be abandoned. For instance, the findings of this study are based on self-report perceptions of both the employees and the customers. Data collected by this approach may or may not be accurate to that extent, which reflects the respondents' real feelings.
   Practical implications - The results of this study would enable management in the commercial banks in Jordan to design internal marketing programs aimed at building a strong service-minded sales culture among employees.
   Originality/value - This is a first attempt to assess and measure the sales culture in the commercial banks in Jordan.
C1 [Mualla, Naji Deeb] New York Inst Technol, Mkt, Amman, Jordan.
RP Mualla, ND (reprint author), New York Inst Technol, Mkt, Amman, Jordan.
EM najmu2005@hotmail.com
OI Tsoukatos, Evangelos/0000-0002-2670-8555
CR ANDERSON E, 1987, J MARKETING, V51, P76, DOI 10.2307/1251249
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NR 56
TC 0
Z9 0
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1450-2194
EI 1758-888X
J9 EUROMED J BUS
JI EuroMed J. Bus.
PY 2011
VL 6
IS 2
SI SI
BP 227
EP 252
DI 10.1108/14502191111151287
PG 26
WC Business
SC Business & Economics
GA V06OA
UT WOS:000213948300007
DA 2020-02-20
ER

PT J
AU Ganguli, S
   Roy, SK
AF Ganguli, Shirshendu
   Roy, Sanjit Kumar
TI Generic technology-based service quality dimensions in banking Impact on
   customer satisfaction and loyalty
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Communication technologies; Banks; Customer services quality; Factor
   analysis; Linear structure equation modelling
ID MULTIPLE-ITEM SCALE; SELF-SERVICE; MODEL; PERFORMANCE; FRAMEWORK;
   CONSEQUENCES; ENCOUNTERS; RETENTION; INTERNET
AB Purpose - This paper aims to identify the generic service quality dimensions of technology-based banking and to examine the effect of these dimensions on customer satisfaction and customer loyalty.
   Design/methodology/approach - The generic service quality dimensions are identified using an exploratory factor analysis (EFA). Next the reliability and validity of the factors and customer satisfaction and customer loyalty are established through confirmatory factor analysis (CFA) using AMOS 16.0 s/w. The related hypotheses were tested using structural equation modeling using AMOS 16.0.
   Findings - The paper identifies four generic service quality dimensions in the technology-based banking services - customer service, technology security and information quality, technology convenience, and technology usage easiness and reliability. It was found that customer service and technology usage easiness and reliability have positive and significant impact on customer satisfaction and customer loyalty. It was also found that technology convenience and customer satisfaction have significant and positive impact on customer loyalty.
   Practical implications - These dimensions of service quality should be viewed as the levers of improving perceived service quality with respect to technology-based banking in the minds of its current customers. Examining the service quality dimensions' impact on customer satisfaction and customer loyalty for technology-based banking can offer banks valuable insights regarding which aspects of the service to focus on in order to improve customer satisfaction and loyalty towards the firms.
   Originality/value - This paper introduces the concept of generic service quality and its significance for customer satisfaction and loyalty in case of technology-based banking wherein technology is used to deliver services.
C1 [Ganguli, Shirshendu; Roy, Sanjit Kumar] IBS Hyderabad, IFHE Univ, Dept Mkt & Strategy, Mkt Dept, Hyderabad, Andhra Pradesh, India.
RP Ganguli, S (reprint author), IBS Hyderabad, IFHE Univ, Dept Mkt & Strategy, Mkt Dept, Hyderabad, Andhra Pradesh, India.
EM ganguli_shirshendu@yahoo.com
RI Ganguli, Shirshendu/R-3452-2019
OI Roy, Sanjit/0000-0003-4932-2222
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NR 85
TC 86
Z9 86
U1 0
U2 1
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2011
VL 29
IS 2
SI SI
BP 168
EP 189
DI 10.1108/02652321111107648
PG 22
WC Business
SC Business & Economics
GA V0Q3V
UT WOS:000216463400006
DA 2020-02-20
ER

PT J
AU Ladhari, R
   Ladhari, I
   Morales, M
AF Ladhari, Riadh
   Ladhari, Ines
   Morales, Miguel
TI Bank service quality: comparing Canadian and Tunisian customer
   perceptions
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Banks; Customer services quality; Cross-cultural studies; Individual
   perception; Canada; Tunisia
ID PSYCHOMETRIC PROPERTIES; BEHAVIORAL INTENTIONS; SCALE DEVELOPMENT;
   SATISFACTION; DIMENSIONS; VALIDITY; LOYALTY; CULTURE; SCORES
AB Purpose - The aim of this paper is to compare perceptions of bank service quality among Tunisian and Canadian customers, and to determine which dimensions of service quality make the greatest contribution to overall customer satisfaction and loyalty.
   Design/methodology/approach - Data were collected using self-administered questionnaires from two convenience samples of bank customers (250 in Canada and 222 in Tunisia). Service quality was measured using the five SERVQUAL dimensions of tangibles, reliability, responsiveness, assurance, and empathy. Data were analyzed using confirmatory factor analysis, ANOVA and linear regression.
   Findings - Respondents in both countries reported high levels of perceived service quality in banks. However, Canadians reported higher perceived service quality than Tunisians for all five SERVQUAL dimensions, and for 21 of the 22 individual items. In the Canadian sample, empathy and reliability were found to be the most important predictors of satisfaction and loyalty, while in the Tunisian sample, reliability and responsiveness were the most important predictors of satisfaction and loyalty.
   Practical implications - Canadian bank managers should recognize the importance of "empathy" in service delivery by implementing appropriate customer-oriented strategies. Tunisian bank managers should focus on performing promised services dependably and accurately.
   Originality/value - Despite the large number of studies on individual countries, few studies compare bank service quality among different countries. The present study compares perceptions of bank service quality between consumers in two countries - Canada and Tunisia - that have different economic and cultural environments.
C1 [Ladhari, Riadh] Univ Laval, Fac Business Adm, Quebec City, PQ, Canada.
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   [Morales, Miguel] St Marys Univ, Sobey Sch Business, Halifax, NS, Canada.
RP Ladhari, R (reprint author), Univ Laval, Fac Business Adm, Quebec City, PQ, Canada.
EM riadh.ladhari@fsa.ulaval.ca
RI Ladhari, Riadh/D-1996-2017
OI Ladhari, Riadh/0000-0002-4801-8096
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NR 69
TC 50
Z9 50
U1 1
U2 1
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2011
VL 29
IS 3
BP 224
EP 246
DI 10.1108/02652321111117502
PG 23
WC Business
SC Business & Economics
GA V0Q3X
UT WOS:000216463600002
DA 2020-02-20
ER

PT J
AU Chan, C
   Chan, A
AF Chan, Carlson
   Chan, Andrew
TI Attitude toward wealth management services Implications for
   international banks in China
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Wealth; Services marketing; China; Personal finance; Banking industry
AB Purpose - In a time of global recession and customers' pejorative perceptions of financial products, international banks need to understand the determinants of behavioral intentions of high-net-worth individuals when considering business tactics for capturing the lucrative wealth management services (WMS) markets. This paper aims to build a predictive model using the theory of planned behavior to determine behavioral intentions of Taiwanese nationals based in the People's Republic of China (the PRC) in respect of their choice and decisions about WMS providers.
   Design/methodology/approach - Two-phased sequential mix methods, based on the theory of planned behavior, are employed to investigate factors that influence the choice of wealth management services providers by Taiwanese based in the PRC. An elicitation study plus three pilot tests were administered for questionnaire development, refinement and finalization. The main study employs a cross-sectional study of Taiwan home nationals resident in China.
   Findings - A cross sectional study of 227 Taiwanese nationals based in the PRC indicated that "Feeling of trustworthiness", "Provision of flexible services", and "Feeling of cultural affinity" are the most crucial among the ten factors related to their intentions and decision making about choice of WMS providers.
   Practical implications - The results point to managerial implications of banks' identity, deployment of expatriates, brand-image position and a regional portfolio platform for bank management to consider entry strategies into the PRC.
   Originality/value - This research is the first empirical study in investigating the attitudinal dynamics on wealth management services and their implications to international banks in the PRC.
C1 [Chan, Carlson] City Univ Hong Kong, Coll Business, Hong Kong, Hong Kong, Peoples R China.
   [Chan, Andrew] City Univ Hong Kong, Dept Management, Hong Kong, Hong Kong, Peoples R China.
RP Chan, A (reprint author), City Univ Hong Kong, Dept Management, Hong Kong, Hong Kong, Peoples R China.
EM mgandrew@cityu.edu.hk
RI CHAN, Andrew/H-4863-2016
OI CHAN, Andrew/0000-0002-2426-2561
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NR 77
TC 6
Z9 6
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2011
VL 29
IS 4
BP 272
EP 292
DI 10.1108/02652321111145925
PG 21
WC Business
SC Business & Economics
GA V0Q3Z
UT WOS:000216463800001
DA 2020-02-20
ER

PT J
AU Awwad, MS
   Agti, DAM
AF Awwad, Mohammad Suleiman
   Agti, Djouhara Ali Mohammad
TI The impact of internal marketing on commercial banks' market orientation
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Internal marketing; Organizational commitment; Organizational
   citizenship behaviours; Market orientation; Commercial banks; Jordan
ID ORGANIZATIONAL CITIZENSHIP BEHAVIORS; PERFORMANCE; COMMITMENT; SERVICE;
   SATISFACTION; ANTECEDENTS; COMPONENTS; CONSTRUCT; LINKING; WORKERS
AB Purpose - The purpose of this paper is to examine the effect of internal marketing, organizational commitment and organizational citizenship behaviors on commercial banks' market orientation.
   Design/methodology/approach - A quantitative survey methodology was adopted to collect data from commercial (non-state owned) banks' employees in Jordan. A sample of 365 employees within seven of 13 Jordanian commercial banks was used. Data were analyzed using AMOS 16.0 to determine the interactions between the various factors.
   Findings - Empirical findings confirmed that internal marketing, organizational commitment and organizational citizenship behaviors had a positive direct effect on banks' market orientation. In addition, organizational commitment had a positive direct effect on organizational citizenship behaviors.
   Practical implications - Jordanian commercial banks should convert internal marketing as a strategy into their core operations and systems to meet employees' demands and the bank goals. This conversion shall make employees show their sincere organizational commitment so that they can express the attitude of organizational citizenship behaviors that are beneficial for the banks' operations and survival.
   Originality/value - The paper introduces a new perspective of the associations and interactions that take place between marketing and organizational behavior concepts which affect organizations' market orientation endeavors. While such perspective is considerably new and relevant to general marketing literature, the fact that this paper is one of few papers that focus on internal marketing in Jordan adds to its originality.
C1 [Awwad, Mohammad Suleiman; Agti, Djouhara Ali Mohammad] Mutah Univ, Dept Business & Mkt, Mutah, Jordan.
RP Awwad, MS (reprint author), Mutah Univ, Dept Business & Mkt, Mutah, Jordan.
EM awwad@mutah.edu.jo
RI Amir, Fakhrurrazi/B-5990-2011
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   Zepf P., 2008, SPORT SPONSORS UNPUB
NR 83
TC 34
Z9 35
U1 0
U2 1
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2011
VL 29
IS 4
BP 308
EP 332
DI 10.1108/02652321111145943
PG 25
WC Business
SC Business & Economics
GA V0Q3Z
UT WOS:000216463800003
DA 2020-02-20
ER

PT J
AU Dixit, S
   Vaish, A
   Venkatesan, S
AF Dixit, Saumya
   Vaish, Anurika
   Venkatesan, S.
TI Gap analysis: an approach towards meaningful service delivery for
   improved customer satisfaction by banks in North India
SO INTERNATIONAL JOURNAL OF INDIAN CULTURE AND BUSINESS MANAGEMENT
LA English
DT Article
DE customer satisfaction; customer expectation; gap analysis
AB In an ever increasing competitive scenario, delivery of high quality service by service providers plays an important role in creating a differentiating factor. Understanding the need and expectations of the different customer segments is important for meaningful service delivery. The gap between the customer expectation and perceived levels of service leads to the negative consequences for the organisation in the form of customer switching behavior and increased defection rates. The objective of this study is to identify the existing gaps between customer expectation and customer satisfaction levels of different customer categories with respect to the services being offered by the banks. A survey instrument is used as a tool for collecting the primary data while mean and the standard deviation are used as the statistical tools along with representative sampling technique to derive the results.
C1 [Dixit, Saumya; Vaish, Anurika; Venkatesan, S.] Indian Inst Informat Technol Allahabad, Div MBA & Cyber Law & Informat Secur, Allahabad 211012, Uttar Pradesh, India.
RP Dixit, S (reprint author), Indian Inst Informat Technol Allahabad, Div MBA & Cyber Law & Informat Secur, Allahabad 211012, Uttar Pradesh, India.
EM saumya.pie@gmail.com; anurika@iiita.ac.in; venkat@iiita.ac.in
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NR 24
TC 4
Z9 4
U1 0
U2 0
PU INDERSCIENCE ENTERPRISES LTD
PI GENEVA
PA WORLD TRADE CENTER BLDG, 29 ROUTE DE PRE-BOIS, CASE POSTALE 856, CH-1215
   GENEVA, SWITZERLAND
SN 1753-0806
EI 1753-0814
J9 INT J INDIAN CULT BU
JI Int. J. Indian Cult. Bus. Manag.
PY 2011
VL 4
IS 6
BP 685
EP 697
DI 10.1504/IJICBM.2011.042914
PG 13
WC Business
SC Business & Economics
GA VD3DX
UT WOS:000436646300006
DA 2020-02-20
ER

PT J
AU Sangeetha, J
   Mahalingam, S
AF Sangeetha, Jaya
   Mahalingam, S.
TI Service quality models in banking: a review
SO INTERNATIONAL JOURNAL OF ISLAMIC AND MIDDLE EASTERN FINANCE AND
   MANAGEMENT
LA English
DT Review
DE Banking; SERVQUAL; Customer satisfaction; Customer services quality;
   Customer behaviour; Electronic channels
ID REASSESSMENT; PERCEPTIONS
AB Purpose - The purpose of this paper is to appraise various service quality models and identify issues for future research based on the analysis of literature.
   Design/methodology/approach - The paper examines 14 different service quality models reported in the literature applicable to the banking sector. The critical review of the different service quality models is intended to compile the various dimensions which emerged out of the studies, compare the commonality between them, study their relevance and importance in banking in the various cultural and cultural contexts and highlight the limitations of the studies.
   Findings - The review of various service quality models in banking revealed that the meaning of service quality may have some universal aspects, as demonstrated by the similarities in the underlying dimensions as proposed in the different studies. This paper lends support to the contention that the dimensionality of SERVQUAL and importance of the dimensions vary with the cultural and country context even within the banking industry.
   Research limitations/implications - This paper comprises a compiled report on the different service quality models and the effect of application of SERVQUAL in banking in different countries.
   Practical implications - Service quality has some common dimensions across the different models, however, the items involved and their operationalization in different cultural contexts within the same banking sector may vary. The paper indicates that a generic instrument for measurement of service quality or even one specifically developed for banking may not be applicable in its original form for all cultural contexts including Islamic society and banks. Development of the customized scale for measuring the service quality for a particular cultural or country context at that particular time is warranted. This paper brings a lot of information on service quality in banking under one roof and provides new directions to service quality researchers.
   Originality/value - This paper offers practical help to researchers and practitioners in providing a direction for service quality improvement by indicating the common theme that emerges from the service quality models. Also, the differences in the relevance and importance of the dimensions, due to the change in the cultural and country contexts, have been brought to the forefront.
C1 [Sangeetha, Jaya] Modern Coll Business & Sci, Muscat, Oman.
   [Mahalingam, S.] Bharathiar Univ, BSMED, Coimbatore, Tamil Nadu, India.
RP Sangeetha, J (reprint author), Modern Coll Business & Sci, Muscat, Oman.
EM jayasangeeta@yahoo.com
CR Al-Hawari M., 2005, MARKETING B, V16, P1
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NR 44
TC 19
Z9 21
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1753-8394
EI 1753-8408
J9 INT J ISLAMIC MIDDLE
JI Int.J. Islamic Middle Eastern Finance Manag.
PY 2011
VL 4
IS 1
BP 83
EP 103
DI 10.1108/17538391111122221
PG 21
WC Business, Finance; Management
SC Business & Economics
GA V12YE
UT WOS:000214380300006
DA 2020-02-20
ER

PT J
AU Bhatti, MI
   Zafarullah, M
   Awan, HM
   Bukhari, KS
AF Bhatti, M. Ishaq
   Zafarullah, M.
   Awan, Hayat M.
   Bukhari, Khuram S.
TI Employees' perspective of organizational service quality orientation
   Evidence from Islamic banking industry
SO INTERNATIONAL JOURNAL OF ISLAMIC AND MIDDLE EASTERN FINANCE AND
   MANAGEMENT
LA English
DT Article
DE Pakistan; Islam; Banks; Customer services quality; Organizational
   service orientation; Islamic banks; Conventional banks with IBBs;
   Employee training; Product knowledge
ID CUSTOMER; EMPOWERMENT; CLIMATE
AB Purpose - Internal organizational orientation of service quality and its impact on service delivery performance of the employees have received considerable attention from financial management literature. The purpose of this paper is to address this issue by conducting empirical research focusing on the Pakistani Islamic banking industry. It conceptualizes and measures key determinants of internal organizational orientation of service quality from the employees' perspective.
   Design/methodology/approach - The data were collected from a sample of 150 employees of pure Islamic banks and conventional banks with IBBs (Islamic Banking Branches or windows) across the entire country. The paper uses principal component factor analysis and regression methods.
   Findings - Statistical results demonstrate that the employee perceptions of organizational service quality orientation mainly depends upon four main predictors: employees' perception about training and development; development and positioning of Islamic banking products/service concept; customer service orientation; and employees' service quality performance. Principal component factor analysis results indicate four predictive internal organizational service quality orientation factors (ISQF) where 16 per cent of the variation is being explained by employee perception of organizational orientation towards employees' training and development (ISQF1), 13 per cent variation explained employee perception of organizational orientation towards development and positioning of Islamic banking products/service concept (ISQF2), 11 per cent variation explained by employee perception of organizational service quality orientation towards customer service orientation (ISQF3), and 10 per cent variation explained employee perception of organizational service quality orientation towards employees' service quality performance (ISQF4).
   Originality/value - Management of Islamic Banks in Pakistan need to be mindful about the fact that ISQFs identified by this study have the potential to indirectly influence customer perceptions through effective employees' recruitment and selection criteria, complemented by training to improve service oriented skills and knowledge development about Shria principles related with the products/services offered by Islamic banks in Pakistan.
C1 [Bhatti, M. Ishaq] La Trobe Univ, Sch Econ & Finance, Melbourne, Vic, Australia.
   [Zafarullah, M.; Awan, Hayat M.; Bukhari, Khuram S.] Bahauddin Zakariya Univ, Inst Management Sci, Multan, Pakistan.
RP Bhatti, MI (reprint author), La Trobe Univ, Sch Econ & Finance, Melbourne, Vic, Australia.
EM i.bhatti@latrobe.edu.au
RI Shahzad, Syed Khuram/H-2489-2016; Bhatti, M.Ishaq/B-5489-2015
OI Shahzad, Syed Khuram/0000-0003-1173-8089; Bhatti,
   M.Ishaq/0000-0002-5027-7871
FU La Trobe University
FX The authors thank the referees and the Editor for the constructive
   comments to improve the presentation of the paper. La Trobe University's
   partial fund to support the project is acknowledged.
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NR 56
TC 2
Z9 2
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1753-8394
EI 1753-8408
J9 INT J ISLAMIC MIDDLE
JI Int.J. Islamic Middle Eastern Finance Manag.
PY 2011
VL 4
IS 4
BP 280
EP 294
DI 10.1108/17538391111186537
PG 15
WC Business, Finance; Management
SC Business & Economics
GA V12YX
UT WOS:000214382200002
DA 2020-02-20
ER

PT J
AU Estiri, M
   Hosseini, F
   Yazdani, H
   Nejad, HJ
AF Estiri, Mehrdad
   Hosseini, Farshid
   Yazdani, Hamidreza
   Nejad, Hooman Javidan
TI Determinants of customer satisfaction in Islamic banking: evidence from
   Iran
SO INTERNATIONAL JOURNAL OF ISLAMIC AND MIDDLE EASTERN FINANCE AND
   MANAGEMENT
LA English
DT Article
DE Iran; Islam; Middle East; Banking; Customer services quality; Customer
   satisfaction; Value proposition quality; Service delivery quality;
   Islamic banking
AB Purpose - The purpose of this paper is to clarify and extend the conceptualization and measurement of customer satisfaction in the Islamic banking sector in Iran.
   Design/methodology/approach - The authors perform a review of the set of attributes which are capable of being incorporated in the measure of customer satisfaction for Islamic banks. Later, the possibility is posed of grouping these attributes into dimensions of quality, proceeding to value various alternative structures by means of confirmatory factor analysis methodology and testing their reliability and validity.
   Findings - The findings from this study reveal that service quality in Iranian banking adopting the commercial format of Islamic services has a two-factor structure: Value proposition quality and Service delivery quality.
   Originality/value - The paper contributes to the literature on Islamic Banking in a Middle Eastern economy.
C1 [Estiri, Mehrdad; Hosseini, Farshid; Yazdani, Hamidreza] Univ Tehran, Fac Management, Tehran, Iran.
   [Nejad, Hooman Javidan] Cranfield Univ, Sch Management, Cranfield, Beds, England.
RP Estiri, M (reprint author), Univ Tehran, Fac Management, Tehran, Iran.
EM mehrdadstiri@ut.ac.ir
RI Yazdani, Hamid Reza/AAA-5638-2020
OI Yazdani, Hamid Reza/0000-0002-5957-643X; Estiri,
   Mehrdad/0000-0003-1892-0852
CR Al-Hawari M, 2006, MARK INTELL PLAN, V24, P127, DOI 10.1108/02634500610653991
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NR 54
TC 15
Z9 15
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1753-8394
EI 1753-8408
J9 INT J ISLAMIC MIDDLE
JI Int.J. Islamic Middle Eastern Finance Manag.
PY 2011
VL 4
IS 4
BP 295
EP 307
DI 10.1108/17538391111186546
PG 13
WC Business, Finance; Management
SC Business & Economics
GA V12YX
UT WOS:000214382200003
DA 2020-02-20
ER

PT J
AU Abdullah, F
   Suhaimi, R
   Saban, G
   Hamali, J
AF Abdullah, Firdaus
   Suhaimi, Rosita
   Saban, Gluma
   Hamali, Jamil
TI Bank Service Quality (BSQ) Index An indicator of service performance
SO INTERNATIONAL JOURNAL OF QUALITY & RELIABILITY MANAGEMENT
LA English
DT Article
DE Quality; Indexing; Banking; SERVQUAL; Customer service management;
   Malaysia
AB Purpose - This study aims to design and validate a new measuring instrument of service quality, and ultimately to establish a national service quality index for the banking sector. The primary contribution is the insight offered regarding what factors affect service quality and the BSQ Index, a national indicator reflecting the level of service quality within the banking sector.
   Design/methodology/approach - A total of 3380 questionnaires were distributed to the customers of 21 commercial and Islamic banks, of which only 1,519 were deemed usable, yielding a response rate of 44.9 per cent. The proposed 29-item instrument has been empirically tested for unidimensionality, reliability and validity using both exploratory and confirmatory factor analysis.
   Findings - A factorial analysis suggests that service quality has three dimensions namely "Systemization", "Reliable Communication" and "Responsiveness", and subsequent multiple regression analysis revealed that "Systemization" is the most important service quality dimension within the banking sector. The overall weighted BSQ Index of 4.00 implies that banking customers are generally pleased with the quality of services rendered by banking institutions.
   Practical implications - The new Bank Service Quality Index (BSQ Index) is expected to be an important complement to traditional measures of economic performance, providing useful information to the banking institutions, shareholders, investors, government regulators, and customers. This composite index shall become an indicator reflecting the level of service quality in the banking institutions.
   Originality/value - The results from the current study are crucial because previous studies have produced scales that bear a resemblance to SERVQUAL, a generic measure of service quality, which may not be totally adequate to assess the perceived quality in the banking sector. Thus, the present study captured customers' evaluation of service quality in a 29-item questionnaire exclusively adapted to the unique nature of the banking sector.
C1 [Abdullah, Firdaus; Suhaimi, Rosita; Saban, Gluma; Hamali, Jamil] Univ Teknol Mara UiTM, Shah Alam, Sarawak, Malaysia.
RP Abdullah, F (reprint author), Univ Teknol Mara UiTM, Shah Alam, Sarawak, Malaysia.
EM fir@sarawak.uitm.edu.my
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NR 46
TC 34
Z9 35
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-671X
EI 1758-6682
J9 INT J QUAL RELIAB MA
JI Int. J. Qual. Reliab. Manag.
PY 2011
VL 28
IS 5
BP 542
EP +
DI 10.1108/02656711111132571
PG 17
WC Management
SC Business & Economics
GA V70JU
UT WOS:000211503700004
DA 2020-02-20
ER

PT J
AU Taap, MA
   Chong, SC
   Kumar, M
   Fong, TK
AF Taap, Manshor
   Chong, Siong
   Kumar, Mukesh
   Fong, Tat
TI Measuring service quality of conventional and Islamic banks: a
   comparative analysis
SO INTERNATIONAL JOURNAL OF QUALITY & RELIABILITY MANAGEMENT
LA English
DT Article
DE Service quality; SERVQUAL model; Dominance analysis technique; Banking;
   Conventional banks; Islamic banks; Malaysia
ID RELATIVE IMPORTANCE; DOMINANCE ANALYSIS; PERCEPTIONS; CONSEQUENCES;
   DIMENSIONS; PREDICTORS
AB Purpose - Based upon an extended SERVQUAL model, this paper attempts to measure and compare the service quality between conventional and Islamic banks in Malaysia.
   Design/methodology/approach - A new dimension, i.e. convenience was added to the existing SERVQUAL model of five dimensions. Data were collected from 287 bank customers residing in two major cities in Malaysia using self-reporting questionnaires. Factor analysis is used to validate the instrument, after which the gap and dominance analyses techniques are employed.
   Findings - The factor analysis extracted four dimensions of service quality, i.e. tangibility, reliability, competence, and convenience. The results reveal that there are large and significant differences between respondents' expectations and their perceptions. Specifically, the expectations on competence and convenience are significantly different between the conventional and Islamic banks, whereas the perceptions on tangibility and convenience are found to be significantly different between the two types of banks. The application of dominance analysis to predict the SERVQUAL gap indicates that the difference between the two types of banks lie in terms of degree but not pattern. Competence and convenience are found to be the relatively more dominant dimensions in both types of banks. These two dimensions, taken together, can help to reduce the overall service quality gap to an extent of 72 percent in the case of conventional banks and 85 percent in the case of Islamic banks.
   Research limitations/implications - Although the outcomes lend support to the extended SERVQUAL model, the results are derived based on a relatively small sample size with an uneven distribution between the two types of banks. This limits the generalizability of the study results which calls for future research attention.
   Practical implications - The Malaysian banking sector needs to take initiative to become more competent by being more responsive through fulfilling their assurance for customers and by providing banking facilities more conveniently. Originality/value - This study is one of the first to examine and compare the service quality between conventional and Islamic banks using an extended SERVQUAL model. The results could be particularly useful to countries adopting dual banking systems.
C1 [Taap, Manshor; Chong, Siong] Asian Inst Finance, Kuala Lumpur, Malaysia.
   [Kumar, Mukesh] Pontifica Univ Catolica Peru, Grad Sch Business, CENTRUM Cololica, Lima, Peru.
   [Fong, Tat] Management Sci Univ, Sch Business Management & Profess Studies, Shah Alam, Selangor, Malaysia.
RP Chong, SC (reprint author), Asian Inst Finance, Kuala Lumpur, Malaysia.
EM eddy.chong@aif.org.my
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NR 79
TC 18
Z9 18
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-671X
EI 1758-6682
J9 INT J QUAL RELIAB MA
JI Int. J. Qual. Reliab. Manag.
PY 2011
VL 28
IS 8
BP 822
EP +
DI 10.1108/02656711111162505
PG 20
WC Management
SC Business & Economics
GA V70KQ
UT WOS:000211505900002
DA 2020-02-20
ER

PT J
AU Mehra, S
   Joyal, AD
   Rhee, M
AF Mehra, Satish
   Joyal, Aaron
   Rhee, Munsung
TI On adopting quality orientation as an operations philosophy to improve
   business performance in banking services
SO INTERNATIONAL JOURNAL OF QUALITY & RELIABILITY MANAGEMENT
LA English
DT Article
DE Quality orientation philosophy; Quality management; Service operations;
   Banking; Business performance
AB Purpose - This paper seeks to study the impact of adopting quality orientation as a business operations philosophy to enhance a firm's performance. Specifically, it aims to identify various indicators that make up a quality orientation philosophy, and to research their role in improving business performance in the banking sector of the service industry.
   Design/methodology/approach - The paper surveyed retail banking firms for this study, and used path analysis and structure equation modeling (SEM) to develop the study model. This model was tested to develop the process by which quality orientation philosophy, if adopted, can impact a business's performance.
   Findings - Results indicate that specific indicators of quality orientation, when operationalized as a business philosophy, can enhance a banking firm's performance. This study also provides an insight for managers as to the process of adopting quality orientation philosophy in their businesses.
   Research limitations/implications - Research was conducted on a specific sector of service industry: the banking sector. The relatively small size of the study sample may impact the outcome of research applicability in some large businesses. However, the research does provide valuable insights as to how other businesses can adopt quality orientation in their operations.
   Originality/value - This paper examines the process by which operational activities should be designed to effect a service firm's performance by placing emphasis on the quality aspect of each indicator that comprises quality orientation. This differs from other studies in the sense that it first operationalizes quality orientation as a set of indicators, and then shows how individual indicators influence business performance.
C1 [Mehra, Satish; Joyal, Aaron] Univ Memphis, Fogelman Coll Business & Econ, Memphis, TN 38152 USA.
   [Rhee, Munsung] UIDUK Univ, Dept Business Adm, Kangdong, South Korea.
RP Mehra, S (reprint author), Univ Memphis, Fogelman Coll Business & Econ, Memphis, TN 38152 USA.
EM smehra@memphis.edu
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NR 64
TC 10
Z9 10
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-671X
EI 1758-6682
J9 INT J QUAL RELIAB MA
JI Int. J. Qual. Reliab. Manag.
PY 2011
VL 28
IS 9
BP 951
EP +
DI 10.1108/02656711111172531
PG 19
WC Management
SC Business & Economics
GA V70KU
UT WOS:000211506300003
DA 2020-02-20
ER

PT J
AU Chen, SH
   Pai, CK
   Chen, FY
AF Chen, Shun-Hsing
   Pai, Chen-Kuo
   Chen, Fei-Yun
TI The establishment of appropriate service strategy for banking industry
   customers with different value
SO INTERNATIONAL JOURNAL OF SERVICES TECHNOLOGY AND MANAGEMENT
LA English
DT Article
DE customer relationship management; CRM; customer's value diagram; CVD;
   performance control matrix; PCM; service strategy
AB This study classifies banking customers basing on customer's value for businesses through the customer's value diagram (CVD). This diagram divides customers into three levels: premium customers, general customers and static customers. Furthermore, the diagram integrates the performance control matrix (PCM) to selectively propose different service strategies to the customers. The service strategy proposed by businesses should take into consideration resource efficiency. From the matrix, the three strategies adopted are as follows:
   increasing resource and enhancing quality
   maintaining current service quality
   decreasing resource and avoiding wastefulness.
   Through different service strategies, they can satisfy the requirements and enhance the satisfaction from different customers. In addition, the corporation improves services to the customers who contribute highly to the business incomes. Finally, customer's loyalty is strengthened with newly created customer value. The businesses then can manage to optimise resource allocation and to utilise the resource more efficiently through this service strategy.
C1 [Chen, Shun-Hsing; Chen, Fei-Yun] Yu Univ, Dept Mkt & Logist Management, 168,Hsueh Fu Rd,Tan Wen Village,, Miaoli 361, Taiwan.
   [Pai, Chen-Kuo] Chin Min Inst Technol, Dept Management Informat Syst, Miaoli 351, Taiwan.
RP Chen, SH (reprint author), Yu Univ, Dept Mkt & Logist Management, 168,Hsueh Fu Rd,Tan Wen Village,, Miaoli 361, Taiwan.
EM chen88@ydu.edu.tw; chenkuopai@gmail.com; fychen@ydu.edu.tw
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NR 34
TC 0
Z9 0
U1 4
U2 4
PU INDERSCIENCE ENTERPRISES LTD
PI GENEVA
PA WORLD TRADE CENTER BLDG, 29 ROUTE DE PRE-BOIS, CASE POSTALE 856, CH-1215
   GENEVA, SWITZERLAND
SN 1460-6720
EI 1741-525X
J9 INT J SERV TECHNOL M
JI Int. J. Serv. Technol. Manag.
PY 2011
VL 16
IS 1
BP 91
EP 106
DI 10.1504/IJSTM.2011.041979
PG 16
WC Management
SC Business & Economics
GA V0T0M
UT WOS:000216532700005
DA 2020-02-20
ER

PT J
AU Concha, PPF
AF Franco Concha, Pedro P.
TI Specialized banking services for small scale entrepreneurs: the case of
   Mibanco, Peru
SO JOURNAL OF ENTERPRISING COMMUNITIES-PEOPLE AND PLACES OF GLOBAL ECONOMY
LA English
DT Article
DE Peru; Banking; Credit; Organizational innovation
AB Purpose - The purpose of this paper is to describe Mibanco's challenges in offering credit to individuals who have never had access to the formal banking system in Peru. The purpose of the case is to explain how Mibanco's innovative products and services have contributed to its success in enabling thousands of Peruvians to gain access to banking services. The paper also describes Mibanco's latest adaptations in response to growing competition to provide banking services to the lower income segments of the market.
   Design/methodology/approach - The case study research methodology combines primary data from key informant interviews with Mibanco's CEO Rafael Llosa and other senior executives as well as academics and investment professionals familiar with Mibanco's operations. Secondary data were also collected from Mibanco's annual reports and other published sources.
   Findings - The paper describes Mibanco's innovations in overcoming constraints in its operating environment. The case also documents the important role that Mibanco has played in transforming the Peruvian financial market through its pioneering development of financial products and services for the poor.
   Originality/value - The paper describes Mibanco's role in influencing the Peruvian financial system as a whole and specifies the strategies that Mibanco's executive management has established to overcome the risks and challenges faced by the institution.
C1 [Franco Concha, Pedro P.] Univ Pacifico, Invest Ctr, Lima, Peru.
RP Concha, PPF (reprint author), Univ Pacifico, Invest Ctr, Lima, Peru.
EM franco_pp@up.edu.pe
CR [Anonymous], 2008, EL PERUANO
   Banco Central de Reserva del Peru, 2009, STAT DAT INF SYST
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   Horn-Welch K, 2003, POVERTY OUTREACH FIN
   Mibanco, 2004, ANN REPORT
   Mibanco, 2007, ANN REPORT
   Mibanco, 2006, ANN REPORT
   Mibanco, 2008, ANN REPORT
   Mibanco, 2005, ANN REPORT
   PROMPYME, 2005, SIT MICR PEQ EMPR PE
   [UNDP] United Nations Development Program, 2008, CREAT VAL ALL STRAT
   Yin RK, 2003, CASE STUDY RES
NR 12
TC 0
Z9 0
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1750-6204
EI 1750-6212
J9 J ENTERP COMMUNITIES
JI J. Enterp. Communities
PY 2011
VL 5
IS 1
SI SI
BP 98
EP 107
DI 10.1108/17506201111119635
PG 10
WC Business
SC Business & Economics
GA V07BW
UT WOS:000213984300009
DA 2020-02-20
ER

PT J
AU Awan, HM
   Bukhari, KS
AF Awan, Hayat M.
   Bukhari, Khuram Shahzad
TI Customer's criteria for selecting an Islamic bank: evidence from
   Pakistan
SO JOURNAL OF ISLAMIC MARKETING
LA English
DT Article
DE Islam; Banks; Customer services quality; Consumer behaviour; Customer
   satisfaction
ID SERVICE QUALITY
AB Purpose - Islamic banking is an emerging financial system in the contemporary world. Currently, it is found mostly in Islamic countries or in countries where OPEC oil revenues have been invested. Most of the research has therefore been oriented towards macro-environment issues, ignoring the market-oriented problems. The purpose of this paper is to determine the conditions under which Islamic banks can successfully compete with conventional banks by understanding customer attitudes towards Islamic banking products.
   Design/methodology/approach - A sample of 250 respondents was taken from four cities of Pakistan to examine customer awareness of key products/services being offered by Islamic banks, usage of those services and customer satisfaction with the service delivery mechanism being used by pure Islamic banks and conventional banks with Islamic bank branches (IBBs). Data for this study were collected by using a structured questionnaire containing two sections, where section I contains ten statements using Likert scale, for assessing customer's preferred selection criteria for Islamic banks. These statements are developed based on past literature. Section II deals with the questions related to the social and demographic profiles of respondents.
   Findings - Analysis of data indicated that most of the customers value product features and quality of service as major factors for making selection of Islamic banks, and give lesser importance to religious belief as influential factor in selecting an Islamic bank. Findings suggest that there is a lack of awareness about basic conventions of Islamic financing options among respondents and customers of both the pure Islamic banks and conventional banks with IBBs do believe that the bank's staff lacks ability to provide credible information about religious compliance of Islamic banking financial services.
   Originality/value - The paper has practical significance for Islamic banking policy makers, for understanding the key behavioral and demographical dimensions of their customers and using these dimensions for effectively positioning Islamic banking financial instruments, developing policies; and articulating procedures to maximize customer satisfaction and to ensure better exchange of value.
C1 [Awan, Hayat M.; Bukhari, Khuram Shahzad] Bahauddin Zakariya Univ, Inst Management Sci, Multan, Pakistan.
RP Bukhari, KS (reprint author), Bahauddin Zakariya Univ, Inst Management Sci, Multan, Pakistan.
EM khurambukhari@bzu.edu.pk
RI Shahzad, Syed Khuram/H-2489-2016
OI Shahzad, Syed Khuram/0000-0003-1173-8089
CR Abbas S.Z.M., 2003, INT ISL BANK C PRAT
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NR 57
TC 38
Z9 38
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1759-0833
EI 1759-0841
J9 J ISLAMIC MARK
JI J. Islamic Mark.
PY 2011
VL 2
IS 1
BP 14
EP 27
DI 10.1108/17590831111115213
PG 14
WC Business
SC Business & Economics
GA V09IO
UT WOS:000214136900002
DA 2020-02-20
ER

PT J
AU Awan, HM
   Bukhari, KS
   Iqbal, A
AF Awan, Hayat Muhammad
   Bukhari, Khuram Shahzad
   Iqbal, Anam
TI Service quality and customer satisfaction in the banking sector A
   comparative study of conventional and Islamic banks in Pakistan
SO JOURNAL OF ISLAMIC MARKETING
LA English
DT Article
DE Pakistan; Islamic financial services marketing; Islamic banking; Service
   quality; Customer satisfaction; AHP
ID EXPECTATIONS; MODEL; DISCONFIRMATION; PERCEPTIONS; PERFORMANCE;
   ENCOUNTERS
AB Purpose - The purpose of this paper is to investigate the service quality and its relationship to customer satisfaction among the customers of conventional banks and Islamic banks. A modified SERVQUAL scale is utilized to ascertain the functional dimensions of service quality specific to the industry and service context under study. In addition, the study examines the differences in service quality satisfaction and its impact on the behavioral intentions of customers.
   Design/methodology/approach - A field survey carried out with the help of a questionnaire constructed by using a modified SERVQUAL scale. Data were collected from 200 walk-in customers conveniently drawn from three major conventional banks and three Islamic banks located in urban areas of Pakistan. Data were analyzed using the analytical hierarchy process to identify service quality and customer satisfaction-related factors for Islamic and conventional banks.
   Findings - By using factor analysis, 52 measurement items with a factor loading greater than (0.5) were identified to form five service quality dimensions namely empathy, service architecture, convenience service encounter, employee service criteria, customer focus and five customer satisfaction dimensions: responsiveness, competency, safe transaction, competitive services, knowledge for the overall banking industry explained 56 percent of the variance. Results from regression analysis of the relationship between multidimensional service quality dimensions and unidimensional customer satisfaction factors also validated the importance of service quality aspects for behavioral intentions (satisfaction, feelings) for customers from conventional banks and Islamic banks.
   Originality/value - This study has practical significance for conventional and Islamic banking policy makers for understanding the behavioral intentions of their customers and using them for effectively positioning the service quality of their banks.
C1 [Awan, Hayat Muhammad; Bukhari, Khuram Shahzad; Iqbal, Anam] Bahauddin Zakariya Univ, Inst Management Sci, Multan, Pakistan.
RP Bukhari, KS (reprint author), Bahauddin Zakariya Univ, Inst Management Sci, Multan, Pakistan.
EM khurambukhari@bzu.edu.pk
RI Shahzad, Syed Khuram/H-2489-2016
OI Shahzad, Syed Khuram/0000-0003-1173-8089
CR Agnihothri S, 2002, INT J SERV IND MANAG, V13, P47, DOI 10.1108/09564230210421155
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NR 55
TC 30
Z9 30
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1759-0833
EI 1759-0841
J9 J ISLAMIC MARK
JI J. Islamic Mark.
PY 2011
VL 2
IS 3
SI SI
BP 203
EP 224
DI 10.1108/17590831111164750
PG 22
WC Business
SC Business & Economics
GA V09KA
UT WOS:000214140700002
DA 2020-02-20
ER

PT J
AU Wallace, E
   de Chernatony, L
AF Wallace, Elaine
   de Chernatony, Leslie
TI The influence of culture and market orientation on services brands:
   insights from Irish banking and retail firms
SO JOURNAL OF SERVICES MARKETING
LA English
DT Article
DE Brands; Values; Services; Culture; Employees; Brand awareness;
   Organizational culture; Ireland
ID VALUE CONGRUENCE; DOMINANT LOGIC; CONSTRUCT; LEADERSHIP; EMPLOYEES;
   CONFLICT
AB Purpose - This paper aims to examine the influence of the culture of the service firm on its interpretation of the role of the brand and on the development and implementation of its brand values.
   Design/methodology/approach - A grounded theory approach was used. Interviews were conducted with 20 managers within two leading banking firms in Ireland and two leading grocery retailers in Ireland.
   Findings - The development of the brand, and its role within the firm, is closely related to the firm's culture. The research shows obstacles and opportunities created by the cultural context of firms wishing to disseminate and embed a set of brand values. The paper presents an "involvement model" of brand values implementation and outlines changes required to implement brand values.
   Research limitations/implications - The study was bound by access to firms, and managers' availability. The authors sought an insight into the relationship between each firm's culture and its brands. They advocate quantitative research to further investigate the findings within these service sectors and to test proposed antecedents (transformational leadership, employee involvement) and outcomes (employee-based brand equity and consumer-based brand equity) of values adoption.
   Practical implications - The paper identifies aspects of retail and banking cultures which support or detract from brand development. In particular, it presents the [earnings from successful brand values implementation in a clan culture, aspects of which are applicable across other cultures.
   Originality/value - The paper provides valuable insights into the role of the brand within the service firm and the positive and negative influence of context on brand values and their development and implementation.
C1 [Wallace, Elaine] NUI Galway, JE Cairnes Sch Business & Econ, Galway, Ireland.
   [de Chernatony, Leslie] Univ Svizzera Italiana, Lugano, Switzerland.
   [de Chernatony, Leslie] Aston Univ, Aston Business Sch, Birmingham B4 7ET, W Midlands, England.
RP Wallace, E (reprint author), NUI Galway, JE Cairnes Sch Business & Econ, Galway, Ireland.
EM elaine.wallace@nuigalway.ie
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NR 87
TC 12
Z9 12
U1 1
U2 29
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0887-6045
J9 J SERV MARK
JI J. Serv. Mark.
PY 2011
VL 25
IS 7
BP 475
EP 488
DI 10.1108/08876041111173552
PG 14
WC Business
SC Business & Economics
GA 855XN
UT WOS:000297599700002
DA 2020-02-20
ER

PT J
AU Persson, A
AF Persson, Andreas
TI The management of customer relationships as assets in the retail banking
   sector
SO JOURNAL OF STRATEGIC MARKETING
LA English
DT Article
DE customer asset management; customer equity; customer lifetime value;
   customer portfolios; retail banking
ID SERVICE-PROFIT CHAIN; EMPIRICAL-EVIDENCE; LIFETIME VALUE; PROFITABILITY;
   RETURN; IMPLEMENTATION; FRAMEWORK; QUALITY; ISSUES; EQUITY
AB The profitable management of customer relationships is currently a rapidly expanding research area. However, there is a lack of empirical studies examining the current practices of firms specifically with regard to the management of customer relationships as assets. This study contributes to bridging this research gap by exploring the extent to which retail banks in the Nordic region are currently implementing key aspects related to what has been termed customer asset/equity management in the literature. Based on the findings, obstacles to the successful implementation of a customer asset management approach are identified and discussed.
C1 [Persson, Andreas] Hanken Sch Econ, Ctr Relationship Mkt & Serv Management, Dept Mkt, POB 479, Helsinki 00101, Finland.
RP Persson, A (reprint author), Hanken Sch Econ, Ctr Relationship Mkt & Serv Management, Dept Mkt, POB 479, Helsinki 00101, Finland.
EM andreas.persson@hanken.fi
FU Finnish Center for Service and Relationship Management (FCSRM);
   Liikesivistysrahasto-Foundation for Economic Education
FX The author gratefully acknowledges the financial support provided by the
   Finnish Center for Service and Relationship Management (FCSRM) and
   Liikesivistysrahasto-Foundation for Economic Education. The author also
   extends his thanks to Professor Lynette Ryals of Cranfield School of
   Management, Dr Maria Saaksjarvi of Delft University of Technology, and
   Professor Christian Gronroos, Henrich Nyman, Dr Jonas Holmqvist and
   other colleagues at Hanken School of Economics for useful comments on
   earlier versions of this paper.
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NR 45
TC 8
Z9 8
U1 0
U2 0
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 0965-254X
EI 1466-4488
J9 J STRATEG MARK
JI J. Strateg. Mark.
PY 2011
VL 19
IS 1
BP 105
EP 119
DI 10.1080/0965254X.2010.537766
PG 15
WC Business
SC Business & Economics
GA V63AD
UT WOS:000211005400008
DA 2020-02-20
ER

PT J
AU Vegholm, F
AF Vegholm, Fatima
TI Relationship marketing and the management of corporate image in the
   bank-SME relationship
SO MANAGEMENT RESEARCH REVIEW
LA English
DT Article
DE Relationship marketing; Corporate image; Banks; Small to medium-sized
   enterprises
ID SATISFACTION; QUALITY; LOYALTY
AB Purpose - This study analyzes the nature of relationships between banks and small and medium-sized enterprises (SMEs) by drawing on the theory of relationship marketing (RM) and the concept of corporate image (CI). More specifically, the main purpose of this study is to investigate the relationship between a bank and its SME customers and to examine how the bank's management of customer relationships influences its CI.
   Design/methodology/approach - A dyadic approach was adopted in this study. Hence, data were gathered via interviews with three bank managers employed in the same bank. An additional 17 interviews were performed with the case study bank's SME customers.
   Findings - This study indicates that the bank's image will be dependent on the way the bankers manage the relationships with their SME customers. The ability of bankers to understand and meet the SMEs' specific needs highly influences their relationships, which subsequently affects the image of the bank as perceived by their SME customers. Hence, CI reflects the SMEs' overall perceptions of how well the bank has been able to manage the relationship.
   Originality/value - Although there is a clear theoretical and practical understanding of the importance of RM strategies within banking and the effect of CI on the performance of banks, few studies have taken into consideration the dynamic link between these two concepts and their effect on bank-SME relationships.
C1 [Vegholm, Fatima] Royal Inst Technol, Ctr Banking & Finance, Stockholm, Sweden.
RP Vegholm, F (reprint author), Royal Inst Technol, Ctr Banking & Finance, Stockholm, Sweden.
EM fatima.vegholm@infra.kth.se
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NR 62
TC 10
Z9 10
U1 0
U2 1
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 2040-8269
EI 2040-8277
J9 MANAG RES REV
JI Manag. Res. Rev.
PY 2011
VL 34
IS 3
BP 325
EP 336
DI 10.1108/01409171111116330
PG 12
WC Management
SC Business & Economics
GA V98OY
UT WOS:000213409900006
DA 2020-02-20
ER

PT J
AU Rullis, H
   Sloka, B
AF Rullis, Hermanis
   Sloka, Biruta
TI INTERNET BANKING QUALITY: MARKETING POSSIBILITIES AND CUSTOMERS' LOYALTY
SO MANAGEMENT THEORY AND STUDIES FOR RURAL BUSINESS AND INFRASTRUCTURE
   DEVELOPMENT
LA English
DT Article
DE internet banking; customer's loyalty; marketing research; quality
AB Purpose of the research is to identify customers' satisfaction with internet banking quality and customers' loyalty. Internet banking is bank's innovative product that has positive influence on environment, i.e., it provides possibility to save paper, energy and other resources and as result to decrease carbon footprint and to provide other business with possibility for sustainable development. Internet banking quality is important factor that influence adoption of internet banking and customers' loyalty. Research results identified that internet banking users are satisfied with internet banking reliability, internet banking usability, internet banking quality. They have also positive attitude regarding internet banking and they are willing to recommend it. Internet banking quality cannot be considered as factor that hinders adoption of internet banking and use of internet banking as environment for marketing. Research methods used: literature review, survey methods, descriptive statistics, factor analysis.
C1 [Rullis, Hermanis; Sloka, Biruta] Univ Latvia, Riga, Latvia.
RP Rullis, H (reprint author), Univ Latvia, Riga, Latvia.
CR [Anonymous], 2011, EQUATOR PRINCIPLES F
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NR 18
TC 0
Z9 0
U1 0
U2 0
PU ALEKSANDRAS STULGINSKIS UNIV
PI KAUNAS
PA UNIVERSITETO G 10, AKADEMIJA, KAUNAS, 53361, LITHUANIA
SN 1822-6760
J9 MANAG THEORY STUD RU
JI Manag. Theory Stud. Rural Bus. Infrastruct. Dev.
PY 2011
VL 26
BP 193
EP 200
PG 8
WC Business
SC Business & Economics
GA VD1AX
UT WOS:000435883100023
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Proenca, JF
   Rodrigues, MA
AF Proenca, Joao F.
   Rodrigues, Maria Antonia
TI A comparison of users and non-users of banking self-service technology
   in Portugal
SO MANAGING SERVICE QUALITY
LA English
DT Article
DE Self-service; Banking; Consumer behaviour; Portugal
ID CUSTOMER SATISFACTION; QUALITY; ENCOUNTERS; CONSUMERS; INTERNET
AB Purpose - The purpose of this paper is to examine the behaviour of Portuguese users and non-users of self-service technologies (SSTs) in banking services.
   Design/methodology/approach - An empirical study is conducted by means of a survey questionnaire. Data are collected from a sample of 300 respondents chosen to represent the Portuguese adult population in terms of age, gender, and geographical place of residence.
   Findings - The results show that Portuguese users of SST banking services are likely to be young to middle-aged individuals, with medium to high levels of education. They have a,greater propensity to complain and are more price-sensitive than non-users of such services.
   Research limitations/implications - Only. six dimensions of consumer behaviour were investigated: price sensitivity, satisfaction, word-of-mouth, repurchase intention, propensity to change banks, complaint behaviour. Only three forms of SST contact were examined (ATMs, telephone banking, and internet banking). Other behaviours and SSTs could be examined in future research.
   Practical implications - Banks investing in SST can expect: more sales (consumers with higher intention to repurchase); more oppurtunities for service recovery (consumers with higher propensity to complain); and more price competitiveness (more price-sensitive consumer behaviour).
   Originality/value - This is the first study to examine consumer behaviour among Portuguese customers of SST banking services. The study shows that SST does not ensure consumer satisfaction and positive word-of-mouth; moreover, it is not a barrier to changing banks.
C1 [Proenca, Joao F.] Univ Porto, Fac Econ, P-4100 Oporto, Portugal.
   [Rodrigues, Maria Antonia] Polytech Inst Porto, Inst Accounting & Adm, Dept Mkt, Matosinhos, Portugal.
RP Proenca, JF (reprint author), Univ Porto, Fac Econ, Rua Campo Alegre 823, P-4100 Oporto, Portugal.
EM jproenca@fep.up.pt
RI Proenca, Joao/I-7728-2014
OI Proenca, Joao/0000-0003-3794-901X; Proenca, Joao/0000-0002-7058-203X;
   Rodrigues, Maria Antonia/0000-0003-0968-7358
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NR 58
TC 19
Z9 19
U1 0
U2 17
PU EMERALD GROUP PUBLISHING LIMITED
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0960-4529
J9 MANAG SERV QUAL
JI Manag. Serv. Qual.
PY 2011
VL 21
IS 2
BP 192
EP 210
DI 10.1108/09604521111113465
PG 19
WC Management
SC Business & Economics
GA 751CB
UT WOS:000289594000005
DA 2020-02-20
ER

PT J
AU Tsai, WH
   Hsu, W
   Lin, TW
AF Tsai, Wen-Hsien
   Hsu, Wei
   Lin, Thomas W.
TI New financial service development for banks in Taiwan based on customer
   needs and expectations
SO SERVICE INDUSTRIES JOURNAL
LA English
DT Article
DE new service development; financial services; customer needs; customer
   expectations; gap reduction strategies
ID ANALYTIC HIERARCHY PROCESS; IMPORTANCE-PERFORMANCE ANALYSIS; HYBRID
   MODEL; QUALITY; INDUSTRY; CHOICE; MANAGEMENT; FRAMEWORK; STRATEGY;
   SYSTEMS
AB The purpose of this study aims to employ an analytic approach to analyze efficient managerial strategies for advancing new service development (NSD) by involving viewpoints of customer needs and expectations within a financial service context. This paper uses a sample of potential banks' credit card applications, customers' preferences and satisfaction ratings, and new credit card service data with the applications of both analytic hierarchy process and VlseKriterijumska Optimizacija I Kompromisno Resenje to analyze customer satisfactions and preferences simultaneously. Then, it applies the importance-performance analysis technique to diagnose managerial strategies for reducing the customer gaps between customer perceptions and expectations. The study emphasizes the importance of analyzing customer preferences and reducing gaps between customer satisfactions of perceptions and expectations to ensure NSD success.
C1 [Tsai, Wen-Hsien] Natl Cent Univ, Dept Business Adm, Jhongli 320, Taoyuan County, Taiwan.
   [Hsu, Wei] Kainan Univ, Dept Business & Entrepreneurial Management, Luzhu 338, Taoyuan County, Taiwan.
   [Lin, Thomas W.] Univ So Calif, Leventhal Sch Accounting, Marshall Sch Business, Los Angeles, CA 90089 USA.
RP Tsai, WH (reprint author), Natl Cent Univ, Dept Business Adm, 300 Jhongda Rd, Jhongli 320, Taoyuan County, Taiwan.
EM whtsai@mgt.ncu.edu.tw
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NR 59
TC 18
Z9 18
U1 0
U2 8
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXFORDSHIRE, ENGLAND
SN 0264-2069
J9 SERV IND J
JI Serv. Ind. J.
PY 2011
VL 31
IS 2
BP 215
EP 236
AR PII 931892745
DI 10.1080/02642060903295636
PG 22
WC Management
SC Business & Economics
GA 710PV
UT WOS:000286524600006
DA 2020-02-20
ER

PT J
AU Dimitriadis, S
   Kyrezis, N
AF Dimitriadis, Sergios
   Kyrezis, Nikolaos
TI The effect of trust, channel technology, and transaction type on the
   adoption of self-service bank channels
SO SERVICE INDUSTRIES JOURNAL
LA English
DT Article
DE trust; trusting intention; use intention; TAM; Internet banking; phone
   banking
ID INTERNET BANKING; CONSUMER ACCEPTANCE; ELECTRONIC COMMERCE; USER
   ACCEPTANCE; ONLINE-BANKING; PERCEIVED EASE; INTENTION; MODEL;
   DETERMINANTS; ANTECEDENTS
AB Few studies have examined customers' beliefs and intentions across different self-service technology channels and different intended uses of these channels. The present work integrates (a) technology acceptance variables (b) trusting beliefs and trusting intention as two distinct constructs, (c) level of customers' information about the channel, in order to test their effect on use intention for two channels, Internet and phone banking, and three banking transactions. Findings from a sample of 762 bank customers reveal that patterns of adoption are quite similar for the two channels but differ across transactions. Furthermore, the trusting intention has a strong mediating role between trusting beliefs and technology-acceptance variables on one hand, and intention to use these channels on the other hand. Several implications for developing intention to use technology-based channels are discussed.
C1 [Dimitriadis, Sergios] Athens Univ Econ & Business, Athens 10434, Greece.
   [Kyrezis, Nikolaos] Natl Bank Greece, Strateg Mkt Div, Athens 10536, Greece.
RP Dimitriadis, S (reprint author), Athens Univ Econ & Business, Patission 76, Athens 10434, Greece.
EM dimitria@aueb.gr
RI Dimitriadis, Sergios/AAG-8518-2019
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   Yousafzai SY, 2005, PSYCHOL MARKET, V22, P181, DOI 10.1002/mar.20054
NR 54
TC 19
Z9 20
U1 0
U2 32
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 0264-2069
EI 1743-9507
J9 SERV IND J
JI Serv. Ind. J.
PY 2011
VL 31
IS 8
BP 1293
EP 1310
AR PII 927977798
DI 10.1080/02642060903437576
PG 18
WC Management
SC Business & Economics
GA 751RR
UT WOS:000289635800007
DA 2020-02-20
ER

PT J
AU Anosike, UP
   Eid, R
AF Anosike, Uchenna Paschal
   Eid, Riyad
TI Integrating internal customer orientation, internal service quality, and
   customer orientation in the banking sector: an empirical study
SO SERVICE INDUSTRIES JOURNAL
LA English
DT Article
DE customer orientation; internal service quality; banking; business
   performance
ID MARKET ORIENTATION; SCALE; MANAGEMENT; STRATEGY
AB The purpose of this paper is to examine the interrelationships between internal customer orientation (ICO), internal service quality (ISQ), and customer orientation (CO) to develop and test a conceptual model of the antecedents of CO in the banking sector. The conceptual framework consists of the following constructs: ICO, interdepartmental conflict, interdepartmental connectedness, ISQ, job satisfaction, empowerment, and CO. Moreover, 10 hypotheses were developed and tested using a sample of 202 banks. Reliability analysis and confirmatory factor analysis have been used to test the validity of the constructs, while the structural equation modelling has been used in hypotheses testing. The strength of the relationship between the constructs indicates that features of the suggested CO model including interdepartmental connectedness, interdepartmental conflict, job satisfaction, and empowerment are crucial to achieving business performance and CO. The results which emerged from our hypothesised model were found to support that ICO leads to ISQ and in turn CO. In particular, all variables show strong support for our hypothesised model, however, interdepartmental conflict was found to be a negative indicator. Findings suggest that the CO model can be deployed as a means of enhancing organisational behaviour to improve business performance.
C1 [Anosike, Uchenna Paschal; Eid, Riyad] Wolverhampton Univ, Wolverhampton Business Sch, Wolverhampton WV1 1DJ, W Midlands, England.
RP Eid, R (reprint author), Wolverhampton Univ, Wolverhampton Business Sch, Wolverhampton WV1 1DJ, W Midlands, England.
EM riyad.eid@wlv.ac.uk
RI Anosike, Paschal/H-9980-2019
OI Anosike, Paschal/0000-0001-9287-1046; Eid, Riyad/0000-0002-5900-2225
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NR 53
TC 16
Z9 16
U1 2
U2 25
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 0264-2069
EI 1743-9507
J9 SERV IND J
JI Serv. Ind. J.
PY 2011
VL 31
IS 14
BP 2487
EP 2505
DI 10.1080/02642069.2010.504822
PG 19
WC Management
SC Business & Economics
GA 873ZC
UT WOS:000298923700011
DA 2020-02-20
ER

PT J
AU Saini, Y
   Bick, G
   Abdulla, L
AF Saini, Yvonne
   Bick, Geoff
   Abdulla, Loonat
TI CONSUMER AWARENESS AND USAGE OF ISLAMIC BANKING PRODUCTS IN SOUTH AFRICA
SO SOUTH AFRICAN JOURNAL OF ECONOMIC AND MANAGEMENT SCIENCES
LA English
DT Article
DE banking; Islam; consumer awareness; consumer usage
AB This paper investigates the level of consumer awareness and use of Islamic banking products in South Africa. A non-probability sampling method was used whereby a questionnaire was administered to 250 respondents and statistically analysed to determine the factors that are important in the choice between Islamic or conventional banks. It was found that Muslims are aware of Islamic banks, but their rate of use is low, as Muslim customers regard efficiency, lower bank charges, the availability of automatic teller machines and an extensive branch network as important factors when it comes to choosing a bank, rather than religious motivations for compliance with Islamic conventions. It was concluded that, if Islamic banks wanted to attract and retain customers and remain relevant in the South African context, they would have to develop relevant strategies designed to meet customers' needs. Religion as the sole motivation for choosing Islamic banks is inadequate.
C1 [Saini, Yvonne; Bick, Geoff; Abdulla, Loonat] Univ Witwatersrand, Wits Business Sch, ZA-2050 Johannesburg, South Africa.
RP Saini, Y (reprint author), Univ Witwatersrand, Wits Business Sch, ZA-2050 Johannesburg, South Africa.
RI Bick, Geoff/AAB-1698-2020
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NR 47
TC 15
Z9 15
U1 0
U2 9
PU AOSIS
PI CAPE TOWN
PA POSTNET SUITE 55, PRIVATE BAG X22, TYGERVALLEY, CAPE TOWN, 00000, SOUTH
   AFRICA
SN 2222-3436
J9 S AFR J ECON MANAG S
JI S. Afr. J. Econ. Manag. Sci.
PY 2011
VL 14
IS 3
BP 298
EP 313
DI 10.4102/sajems.v14i3.193
PG 16
WC Economics; Management
SC Business & Economics
GA 884AP
UT WOS:000299677600004
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Hussein, K
AF Hussein, Kassim
TI Bank-level stability factors and consumer confidence - A comparative
   study of Islamic and conventional banks' product mix
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE bank stability; consumer confidence; depositors' discipline; Islamic
   banks; gulf cooperation countries
ID RISK; REQUIREMENTS
AB This study examines the behaviour of key bank-level stability factors of liquidity, capital, risk-taking and consumer confidence in Islamic and conventional banks that operate in the same market. Using fixed effect for a sample of 194 banks of Gulf Cooperation Countries between 2000 and 2007, we found that liquidity is not determined by the bank's product mix but rather attributed to systematic factors. However, non-performing assets (representing loans to sub-prime borrowers) have a positive and significant relationship with liquidity, implying that during the crisis Islamic banks tend to take stringent risk strategies compared to conventional banks. Furthermore, Islamic banks generally tend to provide higher consumer confidence levels as they were more capitalized than conventional banks, although conventional banks had carried higher averages of liquidity compared to Islamic banks. Consumer confidence levels or depositors' discipline as proxied by deposits and customer funding over liabilities generally appear to be higher in Islamic banks than conventional banks.
C1 [Hussein, Kassim] Inst Finance Management, Banking & Finance, Dar Es Salaam, Tanzania.
   [Hussein, Kassim] Resource Dev & Management Associates REDMA, Financial Sector, Dar Es Salaam, Tanzania.
   [Hussein, Kassim] Grad Sch, Inst Finance Management, Shaaban Robert St,POB 3918, Dar Es Salaam, Tanzania.
RP Hussein, K (reprint author), Grad Sch, Inst Finance Management, Shaaban Robert St,POB 3918, Dar Es Salaam, Tanzania.
EM kassimhussein2002@yahoo.com
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NR 56
TC 10
Z9 10
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD DEC
PY 2010
VL 15
IS 3
SI SI
BP 259
EP 270
DI 10.1057/fsm.2010.21
PG 12
WC Business
SC Business & Economics
GA V75IH
UT WOS:000211837800007
OA Bronze
DA 2020-02-20
ER

PT J
AU Lu, CH
   Shen, CH
   Wu, MW
   Wu, ZW
AF Lu, Chin-Hwa
   Shen, Chung-Hua
   Wu, Meng-Wen
   Wu, Zhi-Wen
TI Cooperation Satisfaction and Performance: Empirical Evidence from
   Chinese Banks and Their Foreign Strategic Investors
SO CHINA & WORLD ECONOMY
LA English
DT Article
DE bank performance; Chinese banks; foreign strategic investor;
   satisfaction
ID ENTRY
AB In this paper, we investigate whether the mutual satisfaction of Chinese banks and foreign strategic investors (FSI) in terms of their cooperation with each other affects the performance of Chinese banks. Since 2004, China's banking authority has conducted an annual survey on Chinese banks and their FSI, assessing levels of mutual satisfaction in terms of their cooperation. We use these survey results to examine the effects of satisfaction levels on the profitability of Chinese banks. Our results reveal that satisfaction affects profitability; that is, satisfied foreign investors and Chinese banks yield better performance. Satisfaction determinants for each party are also examined. Although the profitability, of Chinese banks does not show a significant effect on the satisfaction of either party, bank loan to deposit ratios, regions of FSI home countries, and the type of Chinese banks are important factors that might affect satisfaction.
C1 [Lu, Chin-Hwa] China Univ Technol, Dept Finance, Taipei, Taiwan.
   [Shen, Chung-Hua] Natl Taiwan Univ, Dept Finance, Taipei 10764, Taiwan.
   [Wu, Meng-Wen] Ming Chuan Univ, Dept Finance, Taipei, Taiwan.
   [Wu, Zhi-Wen] China Banking Regulatory Commiss, Postdoctoral Workstn, Beijing, Peoples R China.
RP Lu, CH (reprint author), China Univ Technol, Dept Finance, Taipei, Taiwan.
EM chleu@cute.edu.tw; chshen01@ntu.edu.tw; mwwu@mcu.edu.tw;
   wuzhiwen_a@cbrc.gov.cn
CR BERGER AN, 2007, 16 BANK FINL
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   Rudd Kevin, 2009, MONTHLY
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NR 12
TC 4
Z9 4
U1 0
U2 0
PU WILEY-BLACKWELL
PI MALDEN
PA COMMERCE PLACE, 350 MAIN ST, MALDEN 02148, MA USA
SN 1671-2234
J9 CHINA WORLD ECON
JI China World Econ.
PD NOV-DEC
PY 2010
VL 18
IS 6
BP 90
EP 108
DI 10.1111/j.1749-124X.2010.01222.x
PG 19
WC Economics
SC Business & Economics
GA 681MK
UT WOS:000284319600006
DA 2020-02-20
ER

PT J
AU Proenca, JF
   Silva, MM
   Fernandes, T
AF Proenca, Joao F.
   Silva, Marta Martins
   Fernandes, Teresa
TI The impact of the Internet upon bank marketing
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE internet banking; relationship marketing; internet marketing
ID SERVICE QUALITY; TECHNOLOGY; TRUST; ANTECEDENTS
AB Information and communication are critical to developing customer relationships. Thus, new information and communication technologies (NICTs) became a key knowledge tool for the organisation within a relationship marketing strategy. Retail banking is a good example of a sector in which the virtualisation of relationships is increasing. However, there is no consensus as to whether banking relationships are strengthened or weakened by the use of technology. This article discusses the virtualisation of the interaction processes between banks and their customers and analyses the influence of the Internet on these relationships. A questionnaire was distributed by mail to 340 Internet banking services' users. A principal components analysis and a multiple regression analysis were conducted in order to discuss the relationship between the identified dimensions of Internet banking and relationship marketing. The research finds three factors related to the use of Internet banking which strengthen the relationships between banks and their customers: the intensity of Internet use, the diversity of access locations and the diversity of Internet applications. From a managerial point of view, these findings have implications for the development of new relationship approaches based on technology.
C1 [Proenca, Joao F.; Fernandes, Teresa] Univ Porto, Fac Econ, Mkt, Oporto, Portugal.
   [Silva, Marta Martins] Univ Porto, Management Sci & Mkt, Oporto, Portugal.
RP Proenca, JF (reprint author), Univ Porto, Fac Econ, Rua Dr Roberto Frias, P-4200464 Oporto, Portugal.
EM jproenca@fep.up.pt
RI Proenca, Joao/I-7728-2014; Fernandes, Teresa/V-2109-2017
OI Proenca, Joao/0000-0003-3794-901X; Fernandes,
   Teresa/0000-0001-5753-2188; Proenca, Joao/0000-0002-7058-203X
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NR 97
TC 9
Z9 9
U1 0
U2 1
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD SEP
PY 2010
VL 15
IS 2
BP 160
EP 175
DI 10.1057/fsm.2010.12
PG 16
WC Business
SC Business & Economics
GA V75HP
UT WOS:000211836000006
OA Green Published
DA 2020-02-20
ER

PT J
AU Khare, A
AF Khare, Arpita
TI Online banking in India: An approach to establish CRM
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE online banking; CRM; technology; customer value
ID CUSTOMER SATISFACTION; FINANCIAL SERVICES; TRUST; TECHNOLOGY; IMPACT;
   MANAGEMENT; BENEFITS; LOYALTY; BRICKS; MODEL
AB Technology is fast altering the business servicescape. Its role in improving customer service levels is being used strategically and increasingly by service organizations. The service attributes and quality can be enhanced by deployment of technology. The Internet has facilitated convenience in customer interactions and transactions with the banks. Online banking is currently emerging as a new approach in India for providing improved accessibility and expediency to customers. Most banks have their own websites for improving the customer interface and offering online services. The article studies the applicability of online banking in India and its role in fostering relationships with customers and giving them more value. The research was conducted on customers familiar with online banking in India, and their perceptions about online banking were studied. The findings reveal that customers are using the services but are skeptical about the financial transactions and service quality dimensions.
C1 [Khare, Arpita] LDC Inst Tech Studies, Allahabad, Uttar Pradesh, India.
RP Khare, A (reprint author), LDC Inst Management, Allahabad, Uttar Pradesh, India.
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NR 80
TC 4
Z9 4
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD SEP
PY 2010
VL 15
IS 2
BP 176
EP 188
DI 10.1057/fsm.2010.13
PG 13
WC Business
SC Business & Economics
GA V75HP
UT WOS:000211836000007
DA 2020-02-20
ER

PT J
AU Naeem, H
   Saif, MI
AF Naeem, Hummayoun
   Saif, Muhammad Iqbal
TI Employee empowerment and customer satisfaction: Empirical evidence from
   the banking sector of Pakistan
SO AFRICAN JOURNAL OF BUSINESS MANAGEMENT
LA English
DT Article
DE Employee empowerment; customer satisfaction; Pakistani banking sector
AB Employee empowerment is a key feature of the modern management style. Empowered employees are expected to perform more effectively as compared to those working in traditional or authoritarian organizational cultures. Keeping in view the significance of the issue, a comparative study was planned to examine the impact of employee empowerment on customer satisfaction. A multistage cluster sample of 644 bank officers was drawn from two banks operating in Pakistan: the first one was a foreign bank (Standard Chartered Ltd.), where employees were empowered, BWEE (Bank with Empowered Employees). The second one was a local public sector bank (The Bank of Punjab) with a traditional management style, where employees were not empowered, BWNEE (Bank with no Empowered Employees). Data collection tools for both variables that is employee empowerment and customer satisfaction were adopted from the body of knowledge and used for data collection. Two independent sets of data were analyzed with the application of regression coefficient. Empirical analysis indicated that there was no relationship between employee empowerment and customer satisfaction in the Pakistani commercial banking sector.
C1 [Naeem, Hummayoun; Saif, Muhammad Iqbal] Fdn Univ, Inst Management & Comp Sci, New Lalazar, Rawalpindi Cant, Pakistan.
RP Naeem, H (reprint author), Fdn Univ, Inst Management & Comp Sci, New Lalazar, Rawalpindi Cant, Pakistan.
EM hummayoun@yahoo.com
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NR 11
TC 2
Z9 2
U1 0
U2 0
PU ACADEMIC JOURNALS
PI VICTORIA ISLAND
PA P O BOX 5170-00200 NAIROBI, VICTORIA ISLAND, LAGOS 73023, NIGERIA
SN 1993-8233
J9 AFR J BUS MANAGE
JI Afr. J. Bus. Manag.
PD AUG 18
PY 2010
VL 4
IS 10
BP 2028
EP 2031
PG 4
WC Business; Management
SC Business & Economics
GA 652ZK
UT WOS:000282051100010
DA 2020-02-20
ER

PT J
AU Hunjra, AI
   Chani, MI
   Aslam, S
   Azam, M
   Kashif-Ur-Rehman
AF Hunjra, Ahmed Imran
   Chani, Muhammad Irfan
   Aslam, Sher
   Azam, Muhammad
   Kashif-Ur-Rehman
TI Factors effecting job satisfaction of employees in Pakistani banking
   sector
SO AFRICAN JOURNAL OF BUSINESS MANAGEMENT
LA English
DT Article
DE Human resource management practices; job satisfaction; employees;
   banking sector
ID MANAGEMENT-PRACTICES; LEADERSHIP; OUTCOMES; FIRMS
AB The job satisfaction has got tremendous attention in organizational research. The focus of this study is to determine the impact of various human resource management practices like job autonomy, team work environment and leadership behavior on job satisfaction. It also investigates the major determinants of job satisfaction in Pakistani banking sector. This study further evaluates the level of difference in job satisfaction among male and female employees. The sample of the study consisted of 450 employees working in different banks of Rawalpindi, Islamabad and Lahore through the questionnaire, of which 295 were returned and processed. SPSS was used to analyze the data, using independent sample T test, Correlation and regression analysis. There is a positive and significant link between job satisfaction and human recourse management practices like team work environment, job autonomy and behavior of leadership. From the findings of the study, it is also inferred that male and female workers have significantly different level of job satisfaction.
C1 [Hunjra, Ahmed Imran; Kashif-Ur-Rehman] Iqra Univ, Islamabad, Pakistan.
   [Chani, Muhammad Irfan; Aslam, Sher] Natl Coll Business Adm & Econ, Lahore, Pakistan.
   [Azam, Muhammad] Pakistan Inst Dev Econ, Islamabad, Pakistan.
RP Hunjra, AI (reprint author), Iqra Univ, Islamabad Campus, Islamabad, Pakistan.
EM ahmedhunjra@gmail.com
RI Hunjra, Ahmed Imran/G-7795-2017
OI Hunjra, Ahmed Imran/0000-0002-7272-3684
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NR 36
TC 3
Z9 5
U1 0
U2 13
PU ACADEMIC JOURNALS
PI VICTORIA ISLAND
PA P O BOX 5170-00200 NAIROBI, VICTORIA ISLAND, LAGOS 73023, NIGERIA
SN 1993-8233
J9 AFR J BUS MANAGE
JI Afr. J. Bus. Manag.
PD AUG 18
PY 2010
VL 4
IS 10
BP 2157
EP 2163
PG 7
WC Business; Management
SC Business & Economics
GA 652ZK
UT WOS:000282051100025
DA 2020-02-20
ER

PT J
AU Afsar, B
   Rehman, ZU
   Qureshi, JA
   Shahjehan, A
AF Afsar, Bilal
   Rehman, Zia Ur
   Qureshi, Jaweria Andleeb
   Shahjehan, Asad
TI Determinants of customer loyalty in the banking sector: The case of
   Pakistan
SO AFRICAN JOURNAL OF BUSINESS MANAGEMENT
LA English
DT Article
DE Customer loyalty; switching cost; banking sector
ID ANTECEDENTS
AB The concept of customer loyalty has received much consideration and attention from both academics and practitioners in different industries. In increasingly competitive markets, being able to build consumer loyalty is seen as the key factor in winning market share and developing a sustainable competitive advantage. Banking industry is no exception as it has high interaction with the customers, so managers must understand the factors which influence the loyalty of the customers towards their respective banks. It is always costly to attract new customers, so the managers always try to find ways to retain their current customers and concentrate on different factors which enhances the customer loyalty among the customers of the organizations. This research attempts to find the factors of customer loyalty and their relationships with the banking industry in one of the developing countries, which is Pakistan. Then analyzing the relationship among different factors, a model for the customer loyalty is proposed at the end of the research. In order to do this, a questionnaire is designed and validated, then based on the data which is gained from the 316 respondents' answers to the designed questionnaire, the analysis is done and the results and the relations among the factors are explained. Perceived quality, satisfaction, trust, switching cost and commitment are the factors which influence the loyalty of the customers. Theses factors also influence each other as well. The relationships of different factors with each other are also studied and the SPSS software is used to analyze the data gathered from the respondents.
C1 [Afsar, Bilal; Rehman, Zia Ur; Qureshi, Jaweria Andleeb; Shahjehan, Asad] Hazara Univ, Dept Management Sci, Mansehra, Pakistan.
RP Afsar, B (reprint author), Hazara Univ, Dept Management Sci, Mansehra, Pakistan.
EM afsarbilal83@yahoo.com
RI shahjehan, Asad/Q-3901-2019; Shahjehan, Asad/K-2360-2019
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NR 22
TC 20
Z9 22
U1 1
U2 8
PU ACADEMIC JOURNALS
PI VICTORIA ISLAND
PA P O BOX 5170-00200 NAIROBI, VICTORIA ISLAND, LAGOS 73023, NIGERIA
SN 1993-8233
J9 AFR J BUS MANAGE
JI Afr. J. Bus. Manag.
PD JUN
PY 2010
VL 4
IS 6
BP 1040
EP 1047
PG 8
WC Business; Management
SC Business & Economics
GA 622CJ
UT WOS:000279636200026
DA 2020-02-20
ER

PT J
AU Ahmad, A
   Kashif-ur-Rehman
   Saif, I
   Safwan, N
AF Ahmad, Ashfaq
   Kashif-ur-Rehman
   Saif, Iqbal
   Safwan, Nadeem
TI An empirical investigation of Islamic banking in Pakistan based on
   perception of service quality
SO AFRICAN JOURNAL OF BUSINESS MANAGEMENT
LA English
DT Article
DE Islamic banking; conventional bank; bank customers; service quality
ID SATISFACTION; MODEL
AB This study examines the perception of bank customers regarding service quality of the Islamic banks as well as conventional banks in Pakistan. In today's global and border less market, service quality is gaining importance for successful survival of banks. This study is important due to an emerging trend of Islamic banking practices in Pakistan besides conventional banking to replace Riba based products with the sharia'h compliance products. Data were collected from 720 bank customers by using stratified random sampling. It is found that the perception of customers of Islamic banks regarding service quality is higher than the perception of customers of conventional banks. The results indicate that there is significant difference in perception of service quality among customers of Islamic banks on the basis of gender but there is no significant difference in service quality perception of male and female customers of conventional banks. The study has a number of implications for bankers, policy makers and academicians. It provides a guideline to Islamic banks for provision of marketable products to meet expectations of male and female customers according to their specific requirements. This study enables policy makers and bankers to make effective and quality oriented arrangements to have satisfied and delighted customers for long term benefits. Academicians are required to conduct research in the banking sector for beautiful blending of theory and practice to analyze the quality of services for increased satisfaction among bank customers.
C1 [Ahmad, Ashfaq] Univ Sargodha, Dept Business Adm, Sargodha, Pakistan.
   [Kashif-ur-Rehman] Iqra Univ, Dept Management Sci, Islamabad, Pakistan.
   [Saif, Iqbal; Safwan, Nadeem] Fdn Univ, Dept Management Sci, Islamabad, Pakistan.
RP Ahmad, A (reprint author), Univ Sargodha, Dept Business Adm, Sargodha, Pakistan.
EM ashfaquos@gmail.com
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NR 65
TC 18
Z9 18
U1 0
U2 14
PU ACADEMIC JOURNALS
PI VICTORIA ISLAND
PA P O BOX 5170-00200 NAIROBI, VICTORIA ISLAND, LAGOS 73023, NIGERIA
SN 1993-8233
J9 AFR J BUS MANAGE
JI Afr. J. Bus. Manag.
PD JUN
PY 2010
VL 4
IS 6
BP 1185
EP 1193
PG 9
WC Business; Management
SC Business & Economics
GA 622CJ
UT WOS:000279636200042
DA 2020-02-20
ER

PT J
AU Vrincianu, M
   Popa, LA
AF Vrincianu, Marinela
   Popa, Liana Anica
TI CONSIDERATIONS REGARDING THE SECURITY AND PROTECTION OF E-BANKING
   SERVICES CONSUMERS' INTERESTS
SO AMFITEATRU ECONOMIC
LA English
DT Article
DE E-Banking services; security; consumer protection; cyber-attack
ID WEB
AB A significant number of breaches in the security of electronic banking (e-Banking) system is reported each year, drawing attention to the need to protect and inform customers about the risk of exposure to malicious actions initiated by cyber-criminals. Financial institutions and consumers recognize the fact that attacks and financial frauds are becoming more complex and are perpetrated by a different class of criminal. This class is increasingly sophisticated and uses technology as part of their strategy. Furthermore, the specialists forecast that the current global recession is likely to increase the frequency of internal fraud and security breaches.
   The present research tries: (1) to analyze the potential dangers threatening the security of e-Banking services through a comprehensive investigation of the relevant literature; (2) to identify the tools and methods that can ensure the consumers' protection in E-Banking, (3) to present the results of a pilot study regarding the Romanian consumer perception on the protection and security related to E-Banking services
C1 [Vrincianu, Marinela; Popa, Liana Anica] Acad Econ Studies, Bucharest, Romania.
RP Vrincianu, M (reprint author), Acad Econ Studies, Bucharest, Romania.
EM marinela.vrincianu@gmail.com
CR AGARWAL S, 2009, CUSTOMER PERCEPTION
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NR 30
TC 11
Z9 11
U1 0
U2 26
PU EDITURA ASE
PI BUCURESTI
PA PIATA ROMANA, NR 6, SECTOR 1, BUCURESTI, 701731, ROMANIA
SN 1582-9146
J9 AMFITEATRU ECON
JI Amfiteatru Econ.
PD JUN
PY 2010
VL 12
IS 28
BP 388
EP 403
PG 16
WC Business; Economics; Management
SC Business & Economics
GA 617XA
UT WOS:000279314000009
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Pan, WT
AF Pan, Wen-Tsao
TI Combining fuzzy sammon mapping and fuzzy clustering approach to perform
   clustering effect analysis: Take the banking service satisfaction as an
   example
SO EXPERT SYSTEMS WITH APPLICATIONS
LA English
DT Article
DE Hard clustering; Fuzzy clustering; Fuzzy sammon mapping; FCM cluster; GK
   cluster
ID C-MEANS
AB Hard clustering and fuzzy clustering analysis is the basis of the construction of many classifications and systems with its main focus on planning and dividing data into many subsets according to certain rules. Due to the practical function of clustering analysis, many researchers thus proposed different clustering algorithms to be used by researchers around the world. In this article, Fuzzy sammon Mapping method is implemented to perform clustering effect and classification capability analysis on these frequently used clustering algorithms. From the result of test data of an investigation of banking service satisfaction, GK Cluster algorithm was found to have very good clustering effect; however, as for classification capability, hard clustering analysis method has proved to be the better approach amongst the two. (C) 2009 Elsevier Ltd. All rights reserved.
C1 Oriental Inst Technol, Dept Informat Management, Taipei 104, Taiwan.
RP Pan, WT (reprint author), Oriental Inst Technol, Dept Informat Management, 3F,12,Lane 271,Longjiang Rd, Taipei 104, Taiwan.
EM teacherp0162@yahoo.com.tw
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NR 10
TC 7
Z9 7
U1 0
U2 5
PU PERGAMON-ELSEVIER SCIENCE LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, ENGLAND
SN 0957-4174
J9 EXPERT SYST APPL
JI Expert Syst. Appl.
PD JUN
PY 2010
VL 37
IS 6
BP 4139
EP 4145
DI 10.1016/j.eswa.2009.11.010
PG 7
WC Computer Science, Artificial Intelligence; Engineering, Electrical &
   Electronic; Operations Research & Management Science
SC Computer Science; Engineering; Operations Research & Management Science
GA 581OE
UT WOS:000276532600013
DA 2020-02-20
ER

PT J
AU Dai, N
   Jo, H
   Schatzberg, JD
AF Dai, Na
   Jo, Hoje
   Schatzberg, John D.
TI The Quality and Price of Investment Banks' Service: Evidence from the
   PIPE Market
SO FINANCIAL MANAGEMENT
LA English
DT Article
ID INITIAL PUBLIC OFFERINGS; ANALYST RECOMMENDATIONS; UNDERWRITER
   REPUTATION; HEDGE FUNDS; STABILIZATION; AFTERMARKET; CHOICE; FIRMS; DEBT
AB We investigate the market structure and the pricing by placement agents of private investments in public equities (PIPEs). Our findings indicate that more reputable agents are associated with larger offers and with firms possessing lower risk. Agent reputation is positively associated with lower discounts and an enhanced post-PIPE trading environment. Issuers pay a higher dollar fee for these benefits, although more reputable agents charge a lower percentage fee. The evidence suggests that it is the quality of the issuing firm, and the pricing and reputational concern of the placement agent, that drives the equilibrium in the PIPE market.
C1 [Dai, Na] SUNY Albany, Albany, NY 12222 USA.
   [Jo, Hoje] Santa Clara Univ, Santa Clara, CA 95053 USA.
   [Schatzberg, John D.] Univ New Mexico, Albuquerque, NM 87131 USA.
RP Dai, N (reprint author), SUNY Albany, Albany, NY 12222 USA.
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NR 28
TC 15
Z9 15
U1 1
U2 22
PU WILEY-BLACKWELL
PI MALDEN
PA COMMERCE PLACE, 350 MAIN ST, MALDEN 02148, MA USA
SN 0046-3892
J9 FINANC MANAGE
JI Financ. Manage.
PD SUM
PY 2010
VL 39
IS 2
BP 585
EP 612
DI 10.1111/j.1755-053X.2010.01085.x
PG 28
WC Business, Finance
SC Business & Economics
GA 614PZ
UT WOS:000279073500006
DA 2020-02-20
ER

PT J
AU Zolait, AHS
AF Zolait, Ali Hussein Saleh
TI An examination of the factors influencing Yemeni Bank users' behavioural
   intention to use Internet banking services
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE nancial services; Internet banking; adoption factors; diffusion of
   innovation
AB The purpose of this study was to examine the potential prominent factors relating to the adoption and use of the financial services of Internet banking (IB). The study was carried out using a self-administered survey involving a convenience sample of 369 Yemeni bank customers. The survey revealed that the overall prominent predictors include Relative Advantage/Compatibility, User's Informational-Based Readiness, Attitude, Observability, Technology Facilitating Condition, Perceived Behavioural Control and Self-efficacy. The model accounted for 75 per cent of the variation of an individual's behavioural intention to use IB. In addition, it was also discovered that a majority of the respondents are innovators and early adopters of IB. Yet, the adoption of IB financial service is still relatively low.
C1 [Zolait, Ali Hussein Saleh] Univ Malaya, Fac Business & Accountancy, MIS, Kuala Lumpur, Malaysia.
RP Zolait, AHS (reprint author), Univ Malaya, Fac Business & Accountancy, Kuala Lumpur 50603, Malaysia.
EM alizolait@um.edu.my
RI Zolait, Ali/E-4395-2014
OI Zolait, Ali/0000-0002-8020-8084
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NR 49
TC 13
Z9 13
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD JUN
PY 2010
VL 15
IS 1
BP 76
EP 94
DI 10.1057/fsm.2010.1
PG 19
WC Business
SC Business & Economics
GA V75EW
UT WOS:000211828900007
DA 2020-02-20
ER

PT J
AU Bick, G
   Abratt, R
   Moller, D
AF Bick, G.
   Abratt, R.
   Moeller, D.
TI Customer service expectations in retail banking in Africa
SO SOUTH AFRICAN JOURNAL OF BUSINESS MANAGEMENT
LA English
DT Article
ID CONSUMER PERCEPTIONS; QUALITY; DIMENSIONS; MODEL
AB There has been very little research on customer service in the African continent. This paper determines and analyses customer service expectations of 4035 clients in retail banking across 10 African countries. In addition country differences in customer service expectations are identified. A quantitative research design was followed. Bank customers in banking halls were intercepted and interviewed about their service expectations at their bank. The survey instrument used was a questionnaire developed from the SERVQUAL model. A comparative scaling technique applying a partial rank order scale was used. The results show customer service expectations differ significantly between countries in Africa. Overall in Africa the dimension 'responsiveness' was the most important service requirement for retailing bank customers, followed by 'reliability of service'. However, when analysing results by country clear differences and similarities emerge. It is important for Banks to take cross-national differences into consideration when designing and implementing a global marketing strategy, or even a Pan-African marketing strategy. Relational issues surrounding assurance and empathy are of less importance in an African context.
C1 [Abratt, R.] Nova SE Univ, Huizenga Sch Business & Entrepreneurship, Ft Lauderdale, FL 33314 USA.
   [Abratt, R.; Moeller, D.] Univ Witwatersrand, Wits Business Sch, Ft Lauderdale, FL 33314 USA.
   [Bick, G.] Univ Witwatersrand, Sch Business Adm, Coca Cola Chair Mkt, ZA-2050 Wits, South Africa.
RP Abratt, R (reprint author), Nova SE Univ, Huizenga Sch Business & Entrepreneurship, 3301 Coll Ave, Ft Lauderdale, FL 33314 USA.
EM abratt@huizenga.nova.edu
RI Bick, Geoff/AAB-1698-2020
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NR 50
TC 4
Z9 6
U1 0
U2 14
PU ASSOC PROFESSIONAL MANAGERS SOUTH AFRICIA
PI CENTURION
PA PO BOX 11937, CENTURION, 0046, SOUTH AFRICA
SN 0378-9098
J9 S AFR J BUS MANAG
JI S. Afr. J. Bus. Manag.
PD JUN
PY 2010
VL 41
IS 2
BP 13
EP 27
DI 10.4102/sajbm.v41i2.515
PG 15
WC Business; Management
SC Business & Economics
GA 632WI
UT WOS:000280459600002
OA Other Gold, Bronze
DA 2020-02-20
ER

PT J
AU Khattak, NA
   Kashif-Ur-Rehman
AF Khattak, Naveed Azeem
   Kashif-Ur-Rehman
TI Customer satisfaction and awareness of Islamic banking system in
   Pakistan
SO AFRICAN JOURNAL OF BUSINESS MANAGEMENT
LA English
DT Article
DE Islamic banking; customer satisfaction; awareness; dissatisfaction;
   Kruskal-Wallis; conventional banking
AB The concept of Islamic banking is not new. Islamic banking is very easily getting recognition in the financial market. The conventional banking industry is a well established rival for the Islamic banking industry (IBI). Now for this competition, IBI must consider their customer's approach, satisfaction and awareness level towards it. This study analyzes the customer's satisfaction and awareness level towards the IBI. It further investigates the relationship between different demographic variables and the satisfaction and awareness of customers. A sample of 156 respondents from different cities of Pakistan was selected. For the analysis, the Kruskal-Wallis one-way ANOVA was adopted to check the relationship between demographic variables and satisfaction and awareness. The respondents expressed their satisfaction to some of the services and expressed dissatisfaction with few. Customers indicate that they are aware of different products but do not adopt these products.
C1 [Khattak, Naveed Azeem] Shaheed Zulfikar Ali Bhutto Inst Sci & Technol, Islamabad, Pakistan.
   [Kashif-Ur-Rehman] Iqra Univ, Islamabad, Pakistan.
RP Khattak, NA (reprint author), Shaheed Zulfikar Ali Bhutto Inst Sci & Technol, Islamabad, Pakistan.
EM naveedazim@gmail.com
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NR 13
TC 37
Z9 37
U1 0
U2 11
PU ACADEMIC JOURNALS
PI VICTORIA ISLAND
PA P O BOX 5170-00200 NAIROBI, VICTORIA ISLAND, LAGOS 73023, NIGERIA
SN 1993-8233
J9 AFR J BUS MANAGE
JI Afr. J. Bus. Manag.
PD MAY
PY 2010
VL 4
IS 5
BP 662
EP 671
PG 10
WC Business; Management
SC Business & Economics
GA 595MC
UT WOS:000277613700013
DA 2020-02-20
ER

PT J
AU Luo, X
   Li, H
   Zhang, J
   Shim, JP
AF Luo, Xin
   Li, Han
   Zhang, Jie
   Shim, J. P.
TI Examining multi-dimensional trust and multi-faceted risk in initial
   acceptance of emerging technologies: An empirical study of mobile
   banking services
SO DECISION SUPPORT SYSTEMS
LA English
DT Article
DE Mobile banking; Acceptance of technology; Trust; Perceived risk;
   Self-efficacy; Innovative technology; Partial least squares (PLS)
ID DECISION-MAKING; CONSUMER TRUST; PERCEIVED RISK; E-COMMERCE;
   INFORMATION-TECHNOLOGY; ELECTRONIC COMMERCE; PLANNED BEHAVIOR;
   SELF-EFFICACY; MODEL; INTERNET
AB The factors affecting rejection or acceptance of an emerging IT artifact such as mobile banking have piqued interest among IS researchers and remain unknown due in part to consumers' trust and risk perceptions in the wireless platform. This study extends this line of research by conjointly examining multi-dimensional trust and multi-faceted risk perceptions in the initial adoption stage of the wireless Internet platform. Results of this study indicate that risk perception, derived from eight different facets, is a salient antecedent to innovative technology acceptance. Beyond prior studies, the results also provide empirical support for employing personal trait factors in analyzing acceptance of emerging IT artifacts. (C) 2010 Elsevier B.V. All rights reserved.
C1 [Luo, Xin] Univ New Mexico, Robert O Anderson Sch Management, Albuquerque, NM 87131 USA.
   [Li, Han] Minnesota State Univ Moorhead, Sch Business Adm, Moorhead, MN USA.
   [Zhang, Jie] Virginia State Univ, Dept Comp Informat Syst, Petersburg, VA 23806 USA.
   [Shim, J. P.] Mississippi State Univ, Int Business Strategy Program, Mississippi State, MS USA.
RP Luo, X (reprint author), Univ New Mexico, Robert O Anderson Sch Management, Albuquerque, NM 87131 USA.
EM Luo@mgt.unm.edu
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   Teo TSH, 2004, BEHAV INFORM TECHNOL, V23, P211, DOI 10.1080/01449290410001685402
   Vance A, 2008, J MANAGE INFORM SYST, V24, P73, DOI 10.2753/MIS0742-1222240403
   Varshney U, 2008, DECIS SUPPORT SYST, V46, P356, DOI 10.1016/j.dss.2008.07.005
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NR 91
TC 314
Z9 318
U1 16
U2 187
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0167-9236
J9 DECIS SUPPORT SYST
JI Decis. Support Syst.
PD MAY
PY 2010
VL 49
IS 2
BP 222
EP 234
DI 10.1016/j.dss.2010.02.008
PG 13
WC Computer Science, Artificial Intelligence; Computer Science, Information
   Systems; Operations Research & Management Science
SC Computer Science; Operations Research & Management Science
GA 603FN
UT WOS:000278194200010
DA 2020-02-20
ER

PT J
AU Yoon, JS
   Kwon, YS
AF Yoon, Jong Sik
   Kwon, Young S.
TI A practical approach to bankruptcy prediction for small businesses:
   Substituting the unavailable financial data for credit card sales
   information
SO EXPERT SYSTEMS WITH APPLICATIONS
LA English
DT Article
DE Bankruptcy prediction; Small business; Support vector machines; Data
   mining; Credit card sales
ID NEURAL-NETWORKS
AB Small businesses are open to the elements of both consumer and business credit risks. One of the problems in bankruptcy prediction for small businesses is that the official financial data in most cases are not available for evaluating the business credit risks. In order to alleviate this problem, we propose to use the credit card sales information as a substitute for the official financial data in developing a bankruptcy prediction model. In most cases, the credit card sales information is available because most small businesses are member stores of credit card processors. First, we derived several variables using the credit card sales information, including business period, sales scale, sales fluctuation, sales pattern and business category's bankruptcy ratio, etc. Then we developed support vector machines (SVM) based model. The empirical analyses show that credit card sales information is an acceptable substitute for the financial data in predicting the bankruptcy of small businesses. In addition, the proposed SVM model exhibits superior performance compared to other classifiers such as neural networks, CART, C5.0, multivariate discriminant analysis (MDA), and logistic regression analysis (LRA). (C) 2009 Elsevier Ltd. All rights reserved.
C1 [Kwon, Young S.] Dongguk Univ Seoul, Dept Ind & Syst Engn, Seoul 100715, South Korea.
   [Yoon, Jong Sik] D&B Korea, Solut Business Team, Seoul 121709, South Korea.
RP Kwon, YS (reprint author), Dongguk Univ Seoul, Dept Ind & Syst Engn, Seoul 100715, South Korea.
EM yskwon@dongguk.edu
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   CHANG CC, 2008, LIBSVM LIB SUPPORT V
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NR 17
TC 15
Z9 16
U1 0
U2 16
PU PERGAMON-ELSEVIER SCIENCE LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, ENGLAND
SN 0957-4174
EI 1873-6793
J9 EXPERT SYST APPL
JI Expert Syst. Appl.
PD MAY
PY 2010
VL 37
IS 5
BP 3624
EP 3629
DI 10.1016/j.eswa.2009.10.029
PG 6
WC Computer Science, Artificial Intelligence; Engineering, Electrical &
   Electronic; Operations Research & Management Science
SC Computer Science; Engineering; Operations Research & Management Science
GA 556MD
UT WOS:000274594300012
DA 2020-02-20
ER

PT J
AU Livshits, I
   MacGee, J
   Tertilt, M
AF Livshits, Igor
   MacGee, James
   Tertilt, Michele
TI Accounting for the Rise in Consumer Bankruptcies
SO AMERICAN ECONOMIC JOURNAL-MACROECONOMICS
LA English
DT Article
ID REFORM-ACT; CREDIT; VARIANCE; EQUITY; DEBT
AB Personal bankruptcies in the United States have increased dramatically, rising from 1.4 per thousand working age adults in 1970 to 8.5 in 2002. We use a heterogeneous agent life-cycle model with competitive lenders to evaluate several commonly offered explanations. We find that increased uncertainty (income shocks, expense uncertainty) cannot account quantitatively for the rise in bankruptcies. Instead, the rise in filings appears mainly to reflect changes in the credit market environment: a decrease in the transaction cost of lending and in the cost of bankruptcy. We also argue that the abolition of usury laws and other legal changes were unimportant.
C1 [Livshits, Igor; MacGee, James] Univ Western Ontario, Dept Econ, Social Sci Ctr, London, ON N6A 5C2, Canada.
   [MacGee, James] Fed Reserve Bank Cleveland, Cleveland, OH USA.
   [Tertilt, Michele] Stanford Univ, Dept Econ, Stanford, CA 94305 USA.
RP Livshits, I (reprint author), Univ Western Ontario, Dept Econ, Social Sci Ctr, London, ON N6A 5C2, Canada.
EM livshits@uwo.ca; jmacgee@uwo.ca; tertilt@stanford.edu
OI MacGee, James/0000-0003-2890-4020; Livshits, Igor/0000-0002-1069-9172
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NR 64
TC 38
Z9 38
U1 2
U2 17
PU AMER ECONOMIC ASSOC
PI NASHVILLE
PA 2014 BROADWAY, STE 305, NASHVILLE, TN 37203 USA
SN 1945-7707
EI 1945-7715
J9 AM ECON J-MACROECON
JI Am. Econ. J.-Macroecon.
PD APR
PY 2010
VL 2
IS 2
BP 165
EP 193
DI 10.1257/mac.2.2.165
PG 29
WC Economics
SC Business & Economics
GA 692TF
UT WOS:000285177300006
OA Green Published
DA 2020-02-20
ER

PT J
AU Anand, S
   Saklani, K
AF Anand, Swati
   Saklani, Kailash
TI CUSTOMERS' PERCEPTION OF SERVICES PROVIDED BY INDIAN BANKS - A CASE
   STUDY OF DELHI
SO GURUKUL BUSINESS REVIEW-GBR
LA English
DT Article
AB Our perception is an approximation of reality. Our brain attempts to make sense out of the stimuli to which we are exposed. This works well when we are about to perceive familiar facts. However, our perception is sometimes "off" when we are not clear about concepts. Perception is a process by which an individual select, organize & Interpret stimuli in a meaningful picture of the world. The paper aims to find out the perception of customer's regarding quality of services provided by public and private banks. For the study two banks have been taken, the area of study is Delhi and the sample size has been 150 customers, the tools used for the study are Factor analysis and Gap analysis.
C1 [Anand, Swati] IMS Dehradun, Dehra Dun, Uttarakhand, India.
   [Saklani, Kailash] ICFAI Univ, Srinagar, Jammu & Kashmir, India.
RP Anand, S (reprint author), IMS Dehradun, Dehra Dun, Uttarakhand, India.
EM swatianand12@rediffmail.com; k.saklani@gmail.com
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NR 25
TC 0
Z9 0
U1 0
U2 0
PU GURUKUL KANGRI UNIV, FAC MANAGEMENT STUDIES
PI HARDWAR
PA REGISTRAR, GURUKUL KANGRI UNIV, GURUKULA KANGRI VISHWAVIDYALAYA,
   HARDWAR, UTTARAKHAND 249 404, INDIA
SN 0973-1466
EI 0973-9262
J9 GURUKUL BUS REV-GBR
JI Gurukul Bus. Rev.-GBR
PD SPR
PY 2010
VL 6
BP 35
EP 41
PG 7
WC Business
SC Business & Economics
GA V5U5E
UT WOS:000219950900006
DA 2020-02-20
ER

PT J
AU Singh, SP
   Khurana, S
AF Singh, S. P.
   Khurana, Sunayna
TI CUSTOMER SERVICES AND PREFERENCES: A STUDY OF THE CUSTOMERS OF THE
   PUBLIC SECTOR AND PRIVATE SECTOR BANKS
SO GURUKUL BUSINESS REVIEW-GBR
LA English
DT Article
AB The Objectives of the study are to study the customer preferences with regard various services provided by private sector banks & public sector banks and to compare the customer service with regard to the time taken for transaction in private sector banks & public sector banks. To achieve these objectives three null hypothesis were formulated. Primary data was collected from 200 customers of six selected banks (3 from each sector) with the help of questionnaire. Cross tabulation & chi-square testing was used for data analysis and hypothesis testing.
C1 [Singh, S. P.; Khurana, Sunayna] Gurukul Kangri Univ, Fac Management Studies, Haridwar, India.
RP Khurana, S (reprint author), Gurukul Kangri Univ, Fac Management Studies, Haridwar, India.
EM sunaynak@gmail.com
NR 0
TC 0
Z9 0
U1 0
U2 0
PU GURUKUL KANGRI UNIV, FAC MANAGEMENT STUDIES
PI HARDWAR
PA REGISTRAR, GURUKUL KANGRI UNIV, GURUKULA KANGRI VISHWAVIDYALAYA,
   HARDWAR, UTTARAKHAND 249 404, INDIA
SN 0973-1466
EI 0973-9262
J9 GURUKUL BUS REV-GBR
JI Gurukul Bus. Rev.-GBR
PD SPR
PY 2010
VL 6
BP 111
EP 117
PG 7
WC Business
SC Business & Economics
GA V5U5E
UT WOS:000219950900017
DA 2020-02-20
ER

PT J
AU Tallon, PP
AF Tallon, Paul P.
TI A Service Science Perspective on Strategic Choice, IT, and Performance
   in US Banking
SO JOURNAL OF MANAGEMENT INFORMATION SYSTEMS
LA English
DT Article
DE banking; business value; customer intimacy; financial services;
   relationship banking; service science; services; strategic alignment;
   strategic choice; value disciplines
ID RESOURCE-BASED VIEW; INFORMATION-TECHNOLOGY; COMPETITIVE ADVANTAGE;
   BUSINESS VALUE; EXECUTIVES PERCEPTIONS; ALIGNMENT; MANAGEMENT;
   VARIABLES; SIZE; FIT
AB With the move to an information-based economy, financial services has become a key contributor to the U.S. gross domestic product. Even as consolidation reduces the number of banks, small banks with under $100 million in assets continue to report higher profit margins than large banks with over $100 million in assets. Lacking scale, small banks employ a service-oriented business strategy (customer intimacy), whereas large banks focus on productivity and throughput (operational excellence). Information technology (IT) plays a key role in applying each strategy, but as banks move toward customer intimacy in general, the challenge is to grow without undermining service quality. Using a balanced panel data set from 43 U.S. banks, this paper finds that banking strategies are becoming more customer focused. Yet for large banks in particular, IT remains resolutely operations focused. This misalignment could restrict future banking performance. In this way, this paper contributes to the service science literature by using size to dissect banking strategies and performance.
C1 [Tallon, Paul P.] Loyola Univ, David D Lattanze Ctr Informat Value, Joseph A Sellinger SJ Sch Business, Baltimore, MD USA.
RP Tallon, PP (reprint author), Loyola Univ, David D Lattanze Ctr Informat Value, Joseph A Sellinger SJ Sch Business, Baltimore, MD USA.
RI Wang, Charles/B-5565-2011; Tallon, Paul/L-3195-2019
OI Wang, Charles/0000-0001-9331-8437; Tallon, Paul/0000-0001-6044-6360
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NR 63
TC 40
Z9 42
U1 1
U2 35
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 0742-1222
EI 1557-928X
J9 J MANAGE INFORM SYST
JI J. Manage. Inform. Syst.
PD SPR
PY 2010
VL 26
IS 4
SI SI
BP 219
EP 252
DI 10.2753/MIS0742-1222260408
PG 34
WC Computer Science, Information Systems; Information Science & Library
   Science; Management
SC Computer Science; Information Science & Library Science; Business &
   Economics
GA 596GG
UT WOS:000277672500008
DA 2020-02-20
ER

PT J
AU Beling, P
   Overstreet, G
   Rajaratnam, K
AF Beling, P.
   Overstreet, G.
   Rajaratnam, K.
TI Estimation error in regulatory capital requirements: theoretical
   implications for consumer bank profitability
SO JOURNAL OF THE OPERATIONAL RESEARCH SOCIETY
LA English
DT Article; Proceedings Paper
CT Conference on Credit Scoring and Credit Control X
CY AUG, 2007
CL Univ Edinburgh, Edinburgh, SCOTLAND
HO Univ Edinburgh
DE Basel II; economic capital; consumer credit
ID CUTOFF POLICIES; CREDIT
AB Despite the topic's societal importance and despite progress in bank research, a lack of consensus exists concerning either the desirability of bank regulation or its optimal design. Enforcement of minimum bank capital standards has been shown to enhance bank stability, but also serves as a potential source of incremental costs, some of which are subtle. Such widely ambiguous research results point to the need for theoretical research regarding capital regulation across diverse banking systems. Along the latter lines, consumer bank issues have been generally neglected. This paper theoretically examines the performance implications of misestimating the regulatory capital requirement for a stylised consumer bank. For our stylised consumer bank, we prove that misestimation, irrespective of its direction, results in lower economic profits and, hence, value. Conclusions and implications for future work are drawn. Journal of the Operational Research Society (2010) 61, 381-392. doi: 10.1057/jors.2009.109 Published online 4 November 2009
C1 [Beling, P.] Univ Virginia, Dept Syst & Informat Engn, Charlottesville, VA 22904 USA.
RP Beling, P (reprint author), Univ Virginia, Dept Syst & Informat Engn, 151 Engineers Way, Charlottesville, VA 22904 USA.
RI Rajaratnam, Kanshukan/AAD-8736-2019; Rajaratnam, Kanshukan/L-3835-2018
OI Rajaratnam, Kanshukan/0000-0001-5916-2723; 
CR *BAS COMM BANK SUP, 2006, INT CONV CAP MEAS CA
   Beling P, 2005, J OPER RES SOC, V56, P1016, DOI 10.1057/palgrave.jors.2602021
   BELING PA, 2005, P CRED SCOR CRED CON
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   DEANDRADE FW, 2005, P CRED SCOR CRED CON
   Diamond DW, 2000, J FINANC, V55, P2431, DOI 10.1111/0022-1082.00296
   FORREST A, 2005, P CRED SCOR CRED CON
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   Perli R, 2004, J BANK FINANC, V28, P789, DOI 10.1016/j.jbankfin.2003.10.007
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   SANTOS JAC, 2000, 90 BIS
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NR 24
TC 3
Z9 4
U1 1
U2 5
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 0160-5682
J9 J OPER RES SOC
JI J. Oper. Res. Soc.
PD MAR
PY 2010
VL 61
IS 3
SI SI
BP 381
EP 392
DI 10.1057/jors.2009.109
PG 12
WC Management; Operations Research & Management Science
SC Business & Economics; Operations Research & Management Science
GA 552TY
UT WOS:000274317700004
DA 2020-02-20
ER

PT J
AU Ho, CY
AF Ho, Chun-Yu
TI Deregulation, competition and consumer welfare in a banking market:
   evidence from Hong Kong
SO JOURNAL OF REGULATORY ECONOMICS
LA English
DT Article
DE Banking; Conduct parameters; Demand estimation; Nested logit
ID OLIGOPOLY SOLUTION CONCEPT; EFFICIENCY; INDUSTRY; IMPACT; PRIVATIZATION;
   DEMAND; MODELS
AB This paper examines competition among commercial banks following deregulation in a small open economy. I jointly estimate a system of differentiated product demand and pricing equations, and use conduct parameters to identify market structure. Overall, I find positive outcomes for the banking deregulation, which suggest that the benefits of deregulation understood in large industrialized economies indeed apply to a small open economy. Encouragingly, the industry becomes more competitive and the consumers are better-off after the deregulation. Empirical results also indicate that the banking sector is characterized by non-cooperative competitive behavior. Bank size is an important determinant of consumer's bank choice.
C1 Georgia Inst Technol, Sch Econ, Atlanta, GA 30332 USA.
RP Ho, CY (reprint author), Georgia Inst Technol, Sch Econ, Atlanta, GA 30332 USA.
EM chunyu.ho@econ.gatech.edu
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NR 58
TC 11
Z9 11
U1 2
U2 16
PU SPRINGER
PI DORDRECHT
PA VAN GODEWIJCKSTRAAT 30, 3311 GZ DORDRECHT, NETHERLANDS
SN 0922-680X
EI 1573-0468
J9 J REGUL ECON
JI J. Regul. Econ.
PD FEB
PY 2010
VL 37
IS 1
BP 70
EP 97
DI 10.1007/s11149-009-9106-3
PG 28
WC Economics
SC Business & Economics
GA 531DP
UT WOS:000272643200004
OA Green Published
DA 2020-02-20
ER

PT J
AU Gritti, P
   Foss, N
AF Gritti, Paola
   Foss, Nicolai
TI Customer satisfaction and competencies: an econometric study of an
   Italian bank
SO APPLIED ECONOMICS LETTERS
LA English
DT Article
AB We empirically address how Customer Satisfaction (CS) and loyalty in the banking industry may affect profitability. This helps in identifying the strategy and competencies necessary to benefit from customer relationships, which are important sources for improved performance in the banking. We do this by analysing data collected on 2105 customers of 118 branches of one of the biggest banks of an Italian banking group. We find that CS impacts loyalty, which in turn has a direct effect on financial and nonfinancial customer value/total customer value/complex customer value. Moreover, loyalty is a mediator between financial and nonfinancial customer value and two sources of CS, namely, relationships with the front office and the branch, on the one hand, and the products offered, on the other.
C1 [Gritti, Paola] Univ Bergamo, Dipartimento Econ Aziendale, I-24127 Bergamo, Italy.
   [Gritti, Paola] Univ Bergamo, Dipartimento Sci Econ HP Minsky, I-24127 Bergamo, Italy.
   [Foss, Nicolai] Copenhagen Sch Econ & Business Adm, Ctr Strateg Management & Globalizat, DK-2000 Frederiksberg, Denmark.
   [Foss, Nicolai] Norwegian Sch Econ & Business Adm, Dept Strategy & Management, N-5035 Bergen, Norway.
RP Gritti, P (reprint author), Univ Bergamo, Dipartimento Econ Aziendale, Via Caniana 2, I-24127 Bergamo, Italy.
EM paola.gritti@unibg.it
CR CAMUFFO A, 1995, BANCA ORG
   FOSS NJ, 2006, ORG GAIN INTERACTION
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NR 9
TC 4
Z9 4
U1 0
U2 9
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXFORDSHIRE, ENGLAND
SN 1350-4851
J9 APPL ECON LETT
JI Appl. Econ. Lett.
PY 2010
VL 17
IS 18
BP 1811
EP 1817
AR PII 921364376
DI 10.1080/13504850903357335
PG 7
WC Economics
SC Business & Economics
GA 682MO
UT WOS:000284407900010
DA 2020-02-20
ER

PT J
AU Alhemoud, AM
AF Alhemoud, Abdulla
TI Banking in Kuwait: a customer satisfaction case study
SO COMPETITIVENESS REVIEW
LA English
DT Article
DE Customer satisfaction; Retail service industries; Banking; Kuwait
ID SERVICE QUALITY; EXPECTATIONS; MODEL
AB Purpose - The purpose of this paper is to investigate bank customers' attitudes toward various bank services.
   Design/methodology/approach - The design includes a survey, which looked into determinants of customer satisfaction in the retail-banking sector in the Middle East, with particular attention to the State of Kuwait. A total of 605 usable questionnaires were randomly distributed to retail customers at various banks within the country.
   Findings - Using descriptive statistics methods and ANOVA test, the findings of this paper suggest that in general customers in Kuwait (Kuwaiti and non-Kuwaiti customers) are satisfied with services provided by the retail-banking sector.
   Research limitations/implications - The research does not include samples of customers represented among all the bank branches in Kuwait due to cost and time limitations.
   Practical implications - The paper has implications for management in the banking sector in the State of Kuwait.
   Originality/value - The paper presents original research for determining customer satisfaction of bank services in Kuwait. The results can be of much value to bank managers using these data to retain customer satisfaction and maintain their competitive advantage.
C1 [Alhemoud, Abdulla] Arab Open Univ, Fac Business Studies, Safat, Kuwait.
RP Alhemoud, AM (reprint author), Arab Open Univ, Fac Business Studies, Safat, Kuwait.
EM alhemoud@yahoo.com
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NR 28
TC 5
Z9 5
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1059-5422
EI 2051-3143
J9 COMPET REV
JI Compet. Rev.
PY 2010
VL 20
IS 4
BP 333
EP +
DI 10.1108/10595421011065334
PG 11
WC Business
SC Business & Economics
GA V73KF
UT WOS:000211707600005
DA 2020-02-20
ER

PT J
AU Kim, HS
   Kim, YG
   Park, CW
AF Kim, Hyung-Su
   Kim, Young-Gul
   Park, Chan-Wook
TI Integration of firm's resource and capability to implement enterprise
   CRM: A case study of a retail bank in Korea
SO DECISION SUPPORT SYSTEMS
LA English
DT Article
DE CRM; Resource and capability; Human capital; Enterprise CRM; Employee
   satisfaction
ID CUSTOMER RELATIONSHIP MANAGEMENT; SUSTAINED COMPETITIVE ADVANTAGE;
   INFORMATION-TECHNOLOGY; PERFORMANCE; SERVICE; SYSTEMS; PERSPECTIVE;
   STRATEGY; MODEL; SATISFACTION
AB This chronological in-depth case study describes that, although the integration of functional resources and capabilities including information resource, analytical capability, and operational capability might influence retention process, those are not sufficient to bring the desired performances of acquiring and expanding customer relationships. Find-Equity Bank (a pseudonym) in this case validates that employee satisfaction must be a prerequisite of successful relationship acquisition and expansion processes, both which require employees to have more customer orientation relatively. Thus, this study emphasizes the significance of tripartite resource and capability consisting of technology, process, and people for the successful implementation of an enterprise-wide CRM strategy. (c) 2009 Elsevier B.V. All rights reserved.
C1 [Kim, Hyung-Su] Hansung Univ, Seoul 136792, South Korea.
   [Kim, Young-Gul] Korea Adv Inst Sci & Technol, Sch Business, Seoul 130722, South Korea.
   [Park, Chan-Wook] Kyung Hee Univ, Coll Management, Yongin 446701, South Korea.
RP Kim, HS (reprint author), Hansung Univ, Seoul 136792, South Korea.
EM rusnartz@gmail.com
RI Kim, Young gul/C-2033-2011
FU Hansung University
FX This research was financially supported by Hansung University in the
   year 2009.; This Research was financially supported by Hansung
   University in the year of 2010.
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NR 50
TC 17
Z9 17
U1 3
U2 32
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0167-9236
EI 1873-5797
J9 DECIS SUPPORT SYST
JI Decis. Support Syst.
PD JAN
PY 2010
VL 48
IS 2
BP 313
EP 322
DI 10.1016/j.dss.2009.07.006
PG 10
WC Computer Science, Artificial Intelligence; Computer Science, Information
   Systems; Operations Research & Management Science
SC Computer Science; Operations Research & Management Science
GA 549YX
UT WOS:000274093000001
DA 2020-02-20
ER

PT J
AU Cinjarevic, M
   Tatic, K
   Avdic, A
AF Cinjarevic, Merima
   Tatic, Kasim
   Avdic, Armin
TI AN INTEGRATED MODEL OF PRICE, SERVICE QUALITY, SATISFACTION AND LOYALTY:
   AN EMPIRICAL RESEARCH IN THE BANKING SECTOR OF BOSNIA AND HERZEGOVINA
SO EKONOMSKA ISTRAZIVANJA-ECONOMIC RESEARCH
LA English
DT Review
DE Service quality; Price; Customer satisfaction; Customer loyalty; Retail
   banking
ID CUSTOMER SATISFACTION; CONSUMER PERCEPTIONS; CONSEQUENCES; ANTECEDENTS;
   ENCOUNTER; SCALE
AB The relationship between service quality, price, customer satisfaction and customer loyalty is the subject of interests of researchers for several decades. Despite many publications on perceived quality, the position of the construct relative to the other key constructs in marketing remains vague. This research tries to bring conceptual clarity with regard to the relationship between perceived service quality, perceived price, customer satisfaction and customer loyalty. The proposed model is defined in line with the existing theoretical findings. Besides, this research is conducted to examine the sustainability of service quality dimensions and service price dimensions in Bosnia and Herzegovina's retail banking. In order to test the defined model and research hypotheses empirical research was conducted on the sample of 300 retail bank customers of three leading banks in Bosnia and Herzegovina. Research results indicate that the defined model has an acceptable level of fit to the empirical data. This paper contributes to the existing literature by identifying the effects of different service quality and price quality dimensions on customer satisfaction and loyalty. A dimension-specific approach used in this study can help bank managers to gain useful insight regarding the relative contribution of each dimension to the management of customer satisfaction and loyalty. This research has several limitations that need to highlight. The sample size was relatively small (n= 300) and the survey was conducted in a single service setting with a few banks under investigation. Thus, future research with a larger sample and tested in other service setting is needed to enhance the generalizability of the findings.
C1 [Cinjarevic, Merima; Tatic, Kasim; Avdic, Armin] Sch Business & Econ, Sarajevo, Bosnia & Herceg.
RP Cinjarevic, M (reprint author), Sch Business & Econ, Sarajevo, Bosnia & Herceg.
EM merima.cinjarevic@efsa.unsa.ba; kasim.tatic@efsa.unsa.ba;
   armin.avdic@efsa.unsa.ba
RI Cinjarevic, Merima/H-5915-2019
OI Cinjarevic, Merima/0000-0002-1751-8311
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NR 42
TC 5
Z9 5
U1 0
U2 12
PU JURAJ DOBRILA UNIVERSITY PULA
PI PULA
PA PRERADOVICEVA 1-1, PULA, 52 100, CROATIA
SN 1331-677X
J9 EKON ISTRAZ
JI Ekon. Istraz.
PY 2010
VL 23
IS 4
BP 142
EP 161
PG 20
WC Economics
SC Business & Economics
GA 720EG
UT WOS:000287262500011
DA 2020-02-20
ER

PT J
AU Tsoukatos, E
   Mastrojianni, E
AF Tsoukatos, Evangelos
   Mastrojianni, Evmorfia
TI Key determinants of service quality in retail banking
SO EUROMED JOURNAL OF BUSINESS
LA English
DT Article
DE Customer service management; Retailing; Banking; Face-to-face
   communications; Greece
AB Purpose - The purpose of this study is to build a retail-banking specific quality scale and, through its examination and comparison with the SERVQUAL and BSQ metrics that are currently used in banking, to deepen understanding of quality determinants in the industry. Furthermore, the study is set to provide additional input to the debate over generic against setting/industry/time-specific quality metrics.
   Design/methodology/approach - The study is implemented through a two-stage process of literature review and empirical survey. Evidence drawn from Greek retail banking, through a specially designed research tool, is analyzed through reliability, factorial and regression analysis to determine the scale's item and factorial structure and assess its reliability and validity.
   Findings - The BANQUAL-R metric is introduced, with key elements assurance/empathy, effectiveness, reliability and confidence, a combination of SERVQUAL and BSQ dimensions. Findings back the setting-specific approach of service quality and the notion that SERVQUAL provides the skeleton on which setting-specific scales should be built.
   Practical implications - Bank managers are provided with a reliable and valid metric of service quality in retail banking. Its dimensionality implies that under credit-crunch conditions service delivery should be directed towards reinstating customers' trust and confidence that are put in danger. Banks should redirect resources from tangibles to the human contact-related service elements.
   Originality/value - Although the subject of "service quality measurement" is extensively researched, the continuously changing marketing environment calls for an ongoing assessment of quality factors. With respect to its academic value, the study accumulates knowledge that will eventually outgrow the boundaries of academia and pervade management.
C1 [Tsoukatos, Evangelos] TEI Crete, Dept Finance & Insurance, Agios Nikolaos, Greece.
   [Mastrojianni, Evmorfia] Natl Bank Greece, Athens, Greece.
RP Tsoukatos, E (reprint author), TEI Crete, Dept Finance & Insurance, Agios Nikolaos, Greece.
EM tsoukat@staff.teicrete.gr
OI Tsoukatos, Evangelos/0000-0002-2670-8555
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NR 82
TC 20
Z9 20
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1450-2194
EI 1758-888X
J9 EUROMED J BUS
JI EuroMed J. Bus.
PY 2010
VL 5
IS 1
BP 85
EP 100
DI 10.1108/14502191011043170
PG 16
WC Business
SC Business & Economics
GA V06KT
UT WOS:000213939800007
DA 2020-02-20
ER

PT J
AU Ho, CTB
   Lin, WC
AF Ho, Chien-Ta Bruce
   Lin, Wen-Chuan
TI Measuring the service quality of internet banking: scale development and
   validation
SO EUROPEAN BUSINESS REVIEW
LA English
DT Article
DE Electronic commerce; Customer services quality; Internet; Banking;
   Taiwan; Measurement; testing and instruments
ID CONSUMER; ONLINE; SATISFACTION; DIMENSIONS
AB Purpose - The purpose of this paper is to develop a multiple item scale for measuring internet banking service quality.
   Design/methodology/approach - This research adopts the dimensions of electronic service quality (e-service quality) and customer-perceived service quality to develop a framework that can be used to measure internet banking service. Also, this research uses Taiwan's internet banking users as survey targets for its empirical studies.
   Findings - Through the process of factor analysis, the refined scale is identified. There are five dimensions and 17 items in the measurement scale for measuring the service quality of internet banking. The five dimensions are named customer service, web design, assurance, preferential treatment, and information provision.
   Research limitations/implications - Based on the understanding of the key service quality dimensions and the perception of customers toward e-service quality, managers may discover methods to improve customer satisfaction, build customer trust, and create loyal customers.
   Originality/value - This paper adapts an e-service quality model as the basis to measure internet banking service. This method is more suitable than that of the previous studies that are based on the traditional service quality model.
C1 [Ho, Chien-Ta Bruce; Lin, Wen-Chuan] Natl Chung Hsing Univ, Inst Elect Commerce, Taichung, Taiwan.
RP Ho, CTB (reprint author), Natl Chung Hsing Univ, Inst Elect Commerce, Taichung, Taiwan.
EM bruceho@nchu.edu.tw
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NR 41
TC 44
Z9 45
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0955-534X
EI 1758-7107
J9 EUR BUS REV
JI Eur. Bus. Rev.
PY 2010
VL 22
IS 1
BP 5
EP 24
DI 10.1108/09555341011008981
PG 20
WC Business
SC Business & Economics
GA V95DL
UT WOS:000213177200001
DA 2020-02-20
ER

PT J
AU Zhao, AL
   Koenig-Lewis, N
   Hanmer-Lloyd, S
   Ward, P
AF Zhao, Anita Lifen
   Koenig-Lewis, Nicole
   Hanmer-Lloyd, Stuart
   Ward, Philippa
TI Adoption of internet banking services in China: is it all about trust?
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Trust; Financial risk; Internet; Banking; Consumers; China
ID PERCEIVED RISK; E-COMMERCE; ONLINE; MODEL; DETERMINANTS; PERCEPTIONS;
   COOPERATION; REDUCTION; PRODUCTS; SEGMENTS
AB Purpose - Numerous empirical studies on internet banking services (IBS) adoption have focused either on perceived risk or trust; but rarely have they combined these concepts and used empirical evidence to investigate the relationship. This study aims to contribute to this field by looking simultaneously at the roles of trust and perceived risk on consumers' IBS usage intention.
   Design/methodology/approach - An integrated model explaining the interrelationships between trust, perceived risk and usage intention is developed. The research was conducted on a sample of 432 young Chinese consumers who can be classified as IBS early adopters. The quantitative findings are enhanced by the analysis of extensive qualitative data providing unique insights into this market.
   Findings - Results indicate that there is a significant relationship between trust and perceived risk and that both are crucial in explaining the internet banking usage intention. Furthermore, trust in the bank is fundamental not only to reducing risk perceptions of IBS in general but also to building trust in the banks' competence in terms of IBS activity.
   Originality/value - This research adds value to existing studies of online banking, which largely focus on trust and risk separately. In addition, it enables us to contribute to the current literature on the emerging Chinese IBS market, which is largely under-researched.
C1 [Zhao, Anita Lifen; Koenig-Lewis, Nicole] Swansea Univ, Sch Business & Econ, Swansea, W Glam, Wales.
   [Hanmer-Lloyd, Stuart; Ward, Philippa] Univ Gloucestershire, Gloucestershire Business Sch, Cheltenham, Glos, England.
RP Zhao, AL (reprint author), Swansea Univ, Sch Business & Econ, Swansea, W Glam, Wales.
EM a.l.zhao@swansea.ac.uk
RI Koenig-Lewis, Nicole/L-6255-2015
OI Koenig-Lewis, Nicole/0000-0002-3931-6657
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NR 85
TC 42
Z9 42
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2010
VL 28
IS 1
SI SI
BP 7
EP 26
DI 10.1108/02652321011013562
PG 20
WC Business
SC Business & Economics
GA V0Q1C
UT WOS:000216456300003
DA 2020-02-20
ER

PT J
AU Nepomuceno, MV
   Porto, JB
AF Nepomuceno, Marcelo Vinhal
   Porto, Juliana Barreiros
TI Human values and attitudes toward bank services in Brazil
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Attitudes; Consumer behaviour; Banks; Financial services; Brazil
AB Purpose - The relationship between personal values and behaviour has been widely studied, and previous studies have demonstrated the mediating role of attitudes. The purpose of the study is to test the "values-attitude" relation in banking services (car insurance, life insurance, home insurance and retirement plan) on a Brazilian sample and demonstrate the role of negative incidents with services on the relation between sellers' personal values and attitudes.
   Design/methodology/approach - The Schwartz Value Survey (SVS) and an attitude measurement developed for this research were used. The data were collected with 1,061 employers who sell these services and work in a large Brazilian bank. A structural equation model was used to test the hypotheses.
   Findings - The results indicate that values of conservation were the best predictor of the attitudes, demonstrating that attitude towards bank services is explained mostly by the motivation to maintain the social tissue. However, the values showed little or no impact on the attitude of those who have had negative incidents with the services.
   Research limitations/implications - Results can be used on the implementation of marketing strategies, pointing to the impact of values on attitudes when individuals have not had experienced a negative incident. The research limitations are related to its setting, data collection, sample and measurements used.
   Originality/value - This is the first research in the field using a Brazilian population. It is also one of the very few studies in the field that examines the moderating role of negative incidents on the relationship between values and attitude with bank services.
C1 [Nepomuceno, Marcelo Vinhal] Concordia Univ, John Molson Sch Business, Montreal, PQ, Canada.
   [Porto, Juliana Barreiros] Univ Catolica Brasilia, Dept Psychol, Brasilia, DF, Brazil.
RP Nepomuceno, MV (reprint author), Concordia Univ, John Molson Sch Business, Montreal, PQ, Canada.
EM marcelo_cripta@yahoo.com.br
RI Porto, Juliana/G-8280-2015
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NR 85
TC 13
Z9 13
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2010
VL 28
IS 3
BP 168
EP 192
DI 10.1108/02652321011036459
PG 25
WC Business
SC Business & Economics
GA V0Q2A
UT WOS:000216458700001
DA 2020-02-20
ER

PT J
AU Yavas, U
   Babakus, E
AF Yavas, Ugur
   Babakus, Emin
TI Relationships between organizational support, customer orientation, and
   work outcomes A study of frontline bank employees
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Banking; Employees; Customer orientation; Business support services; New
   Zealand
AB Purpose - This paper seeks to examine the nature of relationships between six organizational support mechanisms, a personal resource, and selected psychological and behavioral work outcomes. A related objective of the study is to uncover whether these relationships exhibit similar patterns between employees with different characteristics.
   Design/methodology/approach - Data for the study were collected from the employees of a large bank in New Zealand. Usable responses were obtained from 530 employees.
   Findings - Results show that supervisory support is most closely associated with psychological work outcomes. On the other hand, job performance is more susceptible to influences of service technology and empowerment. Also customer orientation, as a personal resource, impacts job performance.
   Research limitations/implications - Using multiple-informants (e.g. measuring frontline employees' job performance on the basis of their supervisors' or customers' assessments) would help minimize common-method variance. To cross-validate our results, replication studies among other samples of frontline employees in banking as well as other service settings are in order.
   Practical implications - To fuel greater affective organizational commitment and job satisfaction among frontline employees and to reduce their turnover intentions, management must take proactive actions for the frontline employees to receive support and encouragement from their supervisors. Instituting a structured mentoring program and providing training programs to supervisors in support skills can also pay dividends.
   Originality/value - The study shows that an undifferentiated approach is warranted in managing employees. Similar strategies would be equally effective in inducing favorable and reducing negative affective and performance outcomes among employees with different demographic characteristics.
C1 [Yavas, Ugur] East Tennessee State Univ, Mkt, Johnson City, TN 37614 USA.
   [Babakus, Emin] Univ Memphis, Mkt, Memphis, TN 38152 USA.
RP Babakus, E (reprint author), Univ Memphis, Mkt, Memphis, TN 38152 USA.
EM ebabakus@memphis.edu
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NR 66
TC 29
Z9 29
U1 0
U2 2
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2010
VL 28
IS 3
BP 222
EP 238
DI 10.1108/02652321011036477
PG 17
WC Business
SC Business & Economics
GA V0Q2A
UT WOS:000216458700003
DA 2020-02-20
ER

PT J
AU Koenig-Lewis, N
   Palmer, A
   Moll, A
AF Koenig-Lewis, Nicole
   Palmer, Adrian
   Moll, Alexander
TI Predicting young consumers' take up of mobile banking services
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Mobile communication systems; Banking; Trust; Risk assessment; Youth
AB Purpose - This paper aims to investigate the barriers for adopting mobile banking services. From a methodological perspective, this paper seeks to build on two widely used models for technology adoption, the Technology Acceptance Model (TAM) and Innovation Diffusion Theory and to test a model that is better able to predict consumers' intention to use mobile banking.
   Design/methodology/approach - A research model extends the TAM model by additionally examining the effects of compatibility, trust, credibility, perceived risk and cost on behavioural intention. The empirical approach was based on an online survey of 263 young people in Germany, undertaken during August/September 2009. The data were analysed using structural equation modelling.
   Findings - The results of the study indicated that compatibility, perceived usefulness, and risk are significant indicators for the adoption of m- banking services. Compatibility not only had a strong direct effect but was also identified as an important antecedent for perceived ease of use, perceived usefulness and credibility. Trust and credibility are crucial in reducing the overall perceived risk of m-banking.
   Originality/value - The results of this study have implications for researchers and practitioners. The proposed model explains 65 per cent of the variance in intention to adopt mobile phone banking, which is more than the 40 per cent of variance typically found in other studies using the TAM. This study provides a basis for further refinement of models to predict technology adoption, in particular the inclusion of compatibility as a predictor of behavioural intention. In terms of behavioural and demographic data, the study focuses on segments of individuals who are most likely to adopt m-banking.
C1 [Koenig-Lewis, Nicole; Palmer, Adrian; Moll, Alexander] Swansea Univ, Sch Business & Econ, Swansea, W Glam, Wales.
   [Palmer, Adrian] ESC Rennes Sch Business, Rennes, France.
RP Koenig-Lewis, N (reprint author), Swansea Univ, Sch Business & Econ, Swansea, W Glam, Wales.
EM N.Koenig-Lewis@swansea.ac.uk
RI Koenig-Lewis, Nicole/L-6255-2015
OI Koenig-Lewis, Nicole/0000-0002-3931-6657
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NR 107
TC 173
Z9 173
U1 0
U2 4
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2010
VL 28
IS 5
SI SI
BP 410
EP 432
DI 10.1108/02652321011064917
PG 23
WC Business
SC Business & Economics
GA V0Q2W
UT WOS:000216460900007
OA Green Accepted
DA 2020-02-20
ER

PT J
AU Thuy, PN
   Hau, LN
AF Pham Ngoc Thuy
   Le Nguyen Hau
TI Service personal values and customer loyalty A study of banking services
   in a transitional economy
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Service levels; Value analysis; Banking; Customer satisfaction; Customer
   loyalty; Vietnam
ID CONSUMER PERCEPTIONS; SATISFACTION; MODEL; QUALITY; DETERMINANTS;
   PRIORITIES; SCALE; PRICE
AB Purpose - This paper aims to employ the concept of service personal values to predict customer satisfaction and loyalty towards banking services. It also aims to validate the three components of service personal values when being conceptualized as a high-order construct.
   Design/methodology/approach - A structural equation model was developed and tested using data surveyed from retail banking customers in Vietnam. Confirmatory factor analysis was used to refine the measurement scales. Path analysis was used to test the model.
   Findings - With customer satisfaction as a partial mediating construct, the results show that service personal values can explain a significant part of customer satisfaction and a substantial part of customer loyalty. Data also validate the three components of service personal values namely, value to a peaceful life, value to social recognition and value to social integration.
   Research limitations/implications - Involvement level in the purchase process, switching barriers and/or corporate image should be added as moderating variables in further research. Impacts of each component of service personal values on satisfaction and loyalty are another research direction.
   Practical implications - Service providers should understand personal values of customers that may be different by culture and social demographic characteristics. Providing a service that enhances customer personal values is a key to success because it helps customers to be happy, to be recognized, and to improve their relationship with others.
   Originality/value - Employing the concept of service personal values, this study departs from the prevailing use of service attributes, service quality or service value to predict satisfaction and loyalty. Moreover, it is among very few studies conducted in a transitional economy.
C1 [Pham Ngoc Thuy; Le Nguyen Hau] Ho Chi Minh City Univ Technol, Sch Ind Management, Ho Chi Minh City, Vietnam.
RP Thuy, PN (reprint author), Ho Chi Minh City Univ Technol, Sch Ind Management, Ho Chi Minh City, Vietnam.
EM Pnthuy@sim.hcmut.edu.vn
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NR 61
TC 32
Z9 33
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2010
VL 28
IS 6
BP 465
EP 478
DI 10.1108/02652321011077706
PG 14
WC Business
SC Business & Economics
GA V0Q3D
UT WOS:000216461600002
DA 2020-02-20
ER

PT J
AU Clemes, MD
   Gan, C
   Zhang, DM
AF Clemes, Michael D.
   Gan, Christopher
   Zhang, Dongmei
TI Customer switching behaviour in the Chinese retail banking industry
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Banking; Consumer behaviour; Quantitative methods; China
ID SERVICE QUALITY; SATISFACTION; ANTECEDENTS; REPUTATION; PERCEPTIONS;
   SURVIVAL; BARRIERS; SCALE; MODEL
AB Purpose - There is intense competition and increasing globalisation in financial markets. Bank management must develop customer-oriented strategies in order to compete successfully in the competitive retail banking environment. The longer a bank can retain a customer, the greater revenue and cost savings from that customer. China's accession to the World Trade Organisation (WTO) has resulted in the liberalisation and deregulation of China's financial services market. Chinese customers now have greater choices between domestic and foreign banks. This study aims to identify and analyse the factors that influence bank customers' switching behaviour in the Chinese retail banking industry.
   Design/methodology/approach - The data for this analysis was obtained using a convenience sample of 421 bank customers in Jiaozuo City, Henan Province, China. The decision to switch banks is hypothesised to be a function of price, reputation, service quality, effective advertising competition, involuntary switching, distance, switching costs, distance, and demographic characteristics. Factor analysis and logistic regression are used to analyse the data and identify and rank the factors that impact on the bank switching behaviour of customers.
   Findings - The research findings reveal that price, reputation, service quality, effective advertising, involuntary switching, distance, and switching costs impact on customers' bank switching behaviour. The findings also reveal that the young and high-income groups are more likely to switch banks.
   Practical implications - The results of this research allow service marketers and practitioners to develop and implement service marketing strategies to decrease customer defection rates, and in turn, increase bank profits. Furthermore, this research provides useful information for future researchers investigating customer switching behaviour in the retail banking industry.
   Originality/value - This paper provides an empirical analysis of Chinese bank switching behaviour and provides a framework for future studies on the behaviour of bank customers.
C1 [Clemes, Michael D.; Gan, Christopher; Zhang, Dongmei] Lincoln Univ, Fac Commerce, Christchurch, New Zealand.
RP Clemes, MD (reprint author), Lincoln Univ, Fac Commerce, Christchurch, New Zealand.
EM mike.clemes@lincoln.ac.nz
RI Clemes, Michael/X-2205-2018; Gan, Christopher/D-6635-2018
OI Clemes, Michael/0000-0002-0438-8693; Gan,
   Christopher/0000-0002-5618-1651
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NR 107
TC 30
Z9 30
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2010
VL 28
IS 7
BP 519
EP 546
DI 10.1108/02652321011085185
PG 28
WC Business
SC Business & Economics
GA V0Q3I
UT WOS:000216462100002
DA 2020-02-20
ER

PT J
AU Wessels, L
   Drennan, J
AF Wessels, Lisa
   Drennan, Judy
TI An investigation of consumer acceptance of M-banking
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Mobile communications systems; Banking; Consumer behaviour; Australia
ID TECHNOLOGY ACCEPTANCE; MOBILE COMMERCE; SELF-SERVICE;
   INFORMATION-TECHNOLOGY; PERCEIVED EASE; ADOPTION; MODEL; INTENTIONS;
   INTERNET; MEDIATORS
AB Purpose - This paper aims to identify and test the key motivators and inhibitors for consumer acceptance of mobile phone banking (M-banking), particularly those that affect the consumer's attitude towards, and intention to use, this self-service banking technology.
   Design/methodology/approach - A web-based survey was undertaken where respondents completed a questionnaire about their perceptions of M-banking's ease of use, usefulness, cost, risk, compatibility with their lifestyle, and their need for interaction with personnel. Correlation and hierarchical multiple regression analysis, with Sobel tests, were used to determine whether these factors influenced consumers' attitude and intention to use M-banking.
   Findings - Perceived usefulness, perceived risk, cost and compatibility were found to affect consumer acceptance of M-banking. The results also support a mediation model, whereby attitude transfers the affects of the consumers' perceptions to their intention to use M-banking.
   Research limitations/implications - The sample used in this study contained a skew toward younger male consumers, affecting the generalisability of the results.
   Practical implications - Developing marketing programs that focus on creating a positive attitude toward M-banking should attract consumers to this emerging electronic banking channel. Specifically, marketers should emphasise M-banking's usefulness and compatibility with consumers' lifestyle, in addition to designing M-banking systems that minimise risk and cost to the consumer.
   Originality/value - This paper validates and further develops an existing attitudinal model in the M-banking context, answering the call for additional research to generalise and improve the explanatory power of self-service technology acceptance models to other groups and countries.
C1 [Wessels, Lisa; Drennan, Judy] Queensland Univ Technol, Fac Business, Brisbane, Qld, Australia.
RP Wessels, L (reprint author), Queensland Univ Technol, Fac Business, Brisbane, Qld, Australia.
EM lisa.wessels@qut.edu.au
OI Drennan, Judy/0000-0001-7389-2415
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NR 88
TC 91
Z9 91
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2010
VL 28
IS 7
BP 547
EP 568
DI 10.1108/02652321011085194
PG 22
WC Business
SC Business & Economics
GA V0Q3I
UT WOS:000216462100003
DA 2020-02-20
ER

PT J
AU Kaya, N
   Koc, E
   Topcu, D
AF Kaya, Nihat
   Koc, Erdogan
   Topcu, Demet
TI An exploratory analysis of the influence of human resource management
   activities and organizational climate on job satisfaction in Turkish
   banks
SO INTERNATIONAL JOURNAL OF HUMAN RESOURCE MANAGEMENT
LA English
DT Article
DE human resource activities; job satisfaction; organizational climate;
   Turkish banks
ID CORPORATE ENTREPRENEURSHIP; CUSTOMER SATISFACTION; FIRM PERFORMANCE;
   SERVICE QUALITY; COMMITMENT; IMPACT; EMPLOYEES; TURNOVER; SYSTEMS; SCALE
AB This study aims to explore the influence of human resource management (HRM) activities and organizational climate on job satisfaction in Turkish banks. The study first examines the relative influence of eight HRM activities of: (i) behavior and attitudes (in recruitment and selection); (ii) teamwork; (iii) extensive training; (iv) written policies; (v) training in multiple functions; (vi) incentives; (vii) performance appraisal; and (viii) feedback on performance on job satisfaction. Second, the influence of six factors relating to organizational climate are examined, again from the view point of their influence on job satisfaction. The second group factors are: (i) support for innovation; (ii) managerial competence and consistency; (iii) workload pressure; (iv) cohesion; (v) organizational boundaries; and (vi) organizational ethics. The data collected through interviews from 346 employees from 19 banks show that in addition to the positive impact of HRM activities, organizational climate in particular makes a significant contribution to job satisfaction. The paper presents the influence of the two groups of factors on job satisfaction and the mechanisms through which these factors foster job satisfaction and their implications for practitioners.
C1 [Kaya, Nihat] Gebze Inst Technol, Fac Business Adm, Cayirova Gebze Kacaeli, Turkey.
   [Koc, Erdogan] Dogus Univ, Fac Econ & Adm Sci, Istanbul, Turkey.
   [Topcu, Demet] Turkish Cent Bank, Kocaeli, Turkey.
RP Kaya, N (reprint author), Gebze Inst Technol, Fac Business Adm, Cayirova Gebze Kacaeli, Turkey.
EM nkaya@gyte.edu.tr
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NR 69
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PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXFORDSHIRE, ENGLAND
SN 0958-5192
J9 INT J HUM RESOUR MAN
JI Int. J. Hum. Resour. Manag.
PY 2010
VL 21
IS 11
BP 2031
EP 2051
AR PII 927399876
DI 10.1080/09585192.2010.505104
PG 21
WC Management
SC Business & Economics
GA 659QI
UT WOS:000282581600012
DA 2020-02-20
ER

PT J
AU Ghosh, P
   Singh, T
   Mukherjee, U
   Tripathi, NP
AF Ghosh, Piyali
   Singh, Tripti
   Mukherjee, Udita
   Tripathi, Neelohit Prakash
TI Job satisfaction in private sector banks in India
SO INTERNATIONAL JOURNAL OF INDIAN CULTURE AND BUSINESS MANAGEMENT
LA English
DT Article
DE job satisfaction; private sector banks; work life balance; Cronbach
   alpha; factor analysis
ID DETERMINANTS; PREDICTION
AB Job satisfaction is considered to be one of the primary requirements of a well-run organisation. This study focuses on employees of private banks in India and aims to identify the factors/variables instrumental for their job satisfaction and to empirically test such identified variables with the help of a survey. Several factors/variables have been clubbed as: work aspects, compensation, training, career development, supervision and work life balance. Sample comprised managerial and non-managerial staff of selected private sector banks in India; total sample size was 102. Reliability analysis was carried out using Cronbach alpha and, thereafter, factor analysis was conducted to understand factor loadings on the identified variables.
C1 [Ghosh, Piyali; Singh, Tripti; Mukherjee, Udita] Motilal Nehru Natl Inst Technol, Sch Management Studies, Allahabad 211004, Uttar Pradesh, India.
   [Tripathi, Neelohit Prakash] Tata Teleserv Ltd, Lucknow, Uttar Pradesh, India.
RP Ghosh, P (reprint author), Motilal Nehru Natl Inst Technol, Sch Management Studies, Allahabad 211004, Uttar Pradesh, India.
EM piyali2602@gmail.com; tripti.singh70@gmail.com;
   unique09.mukherjee@gmail.com; neelohit@gmail.com
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NR 53
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PU INDERSCIENCE ENTERPRISES LTD
PI GENEVA
PA WORLD TRADE CENTER BLDG, 29 ROUTE DE PRE-BOIS, CASE POSTALE 856, CH-1215
   GENEVA, SWITZERLAND
SN 1753-0806
EI 1753-0814
J9 INT J INDIAN CULT BU
JI Int. J. Indian Cult. Bus. Manag.
PY 2010
VL 3
IS 5
BP 560
EP 576
DI 10.1504/IJICBM.2010.034388
PG 17
WC Business
SC Business & Economics
GA VD3DF
UT WOS:000436643400005
DA 2020-02-20
ER

PT J
AU Kumar, M
   Kee, FT
   Charles, V
AF Kumar, Mukesh
   Kee, Fong
   Charles, Vincent
TI Comparative evaluation of critical factors in delivering service quality
   of banks An application of dominance analysis in modified SERVQUAL model
SO INTERNATIONAL JOURNAL OF QUALITY & RELIABILITY MANAGEMENT
LA English
DT Article
DE SERVQUAL; Factor analysis; Banks
AB Purpose - This study aims to find the differences in the service quality (if any) between two types of banks, namely conventional and Islamic, in terms of common critical factors after re-examining the SERVQUAL model, originally pioneered by Parasuraman. Further, the technique of dominance analysis is used to examine the relative importance of the critical factors in closing up the overall service quality gap in these two types of banks.
   Design/methodology/approach - The sample is made up of 308 bank customers, consisting of the customers from both Islamic and conventional banks from different parts of Malaysia. The data have been collected by using the structured questionnaire, which consists of three parts. Part 1 deals with consumers' usage of banking channels and their banking behaviour. Part 2 contains 26 statements related to service quality dimensions based on past literature. Finally, Part 3 contains the questions related to the socio-demographic profiles of respondents.
   Findings - The modified SERVQUALmodel consists of four critical factors (dimensions) as detected by factor analysis: tangibility, reliability, competence, and convenience. The results reveal that the expectations on competence and convenience are significantly different between conventional banks and Islamic banks, whereas the perceptions on tangibility and convenience are found to be significantly different between these two types of banks. The application of dominance analysis in the SERVQUAL model indicates that the difference between the two types of banks is in terms of degree and not pattern. Competence and convenience are found to be the relatively more dominating factors in both the types of banks. These two dimensions together can help to reduce the overall service quality gap to an extent of 72 per cent in the case of conventional banks and 85 per cent in the case of Islamic banks.
   Originality/value - The application of dominance analysis in the SERVQUAL model could be more meaningful in determining the relative importance of the factors when dimensions are interdependent. It permits direct comparison of measures and allows one to predict the level of influence of one factor in comparison with other factors. The study could be quite useful from the policy perspective in providing the guidelines to develop proper strategies and acknowledge the changes in customers' banking behaviour more quickly.
C1 [Kumar, Mukesh; Charles, Vincent] CENTRUM Catolica, Pontificia Univ Catolica Peru, Lima, Peru.
   [Kee, Fong] Management & Sci Univ, Dept Counseling & Commun Management, Shah Alam, Malaysia.
RP Kumar, M (reprint author), CENTRUM Catolica, Pontificia Univ Catolica Peru, Lima, Peru.
EM mkumar@pucp.edu.pe
OI Charles, Vincent/0000-0001-8943-5681
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NR 76
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PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-671X
EI 1758-6682
J9 INT J QUAL RELIAB MA
JI Int. J. Qual. Reliab. Manag.
PY 2010
VL 27
IS 3
BP 351
EP +
DI 10.1108/02656711011023320
PG 30
WC Management
SC Business & Economics
GA V70FJ
UT WOS:000211492200004
DA 2020-02-20
ER

PT J
AU Mullineaux, DJ
   Pyles, MK
AF Mullineaux, Donald J.
   Pyles, Mark K.
TI Bank marketing investments and bank performance
SO JOURNAL OF FINANCIAL ECONOMIC POLICY
LA English
DT Article
DE Banks; Advertising; Profits; Market share
AB Purpose - The purpose of this paper is to examine empirically the effects of investments by US banks in advertising and promotion on their performance in the areas of profits and market share.
   Design/methodology/approach - The model presented in the paper is motivated by the theory of the profit function. We estimate a base model with a fixed-effects panel including an AR(1) disturbance over the period 2002-2006. To test for selection bias, we also estimate a Heckman model.
   Findings - It is found that bank profits and market share increase significantly with increased spending on advertising and promotion. Also, significant evidence is found of increasing returns to scale in this type of marketing expenditure. It is also found that increased expenditures on branching result in higher profits and increased market share, but without scale effects. The results are robust, the inclusion of variables is not suggested by profit function theory and corrected for prospective selection bias.
   Originality/value - The extant literature does not include research on the effectiveness of bank marketing from the viewpoint of its impact on profit performance. The findings should be of interest to academics in finance and marketing and to banking practitioners.
C1 [Mullineaux, Donald J.] Univ Kentucky, Gatton Coll Business & Econ, Lexington, KY 40506 USA.
   [Pyles, Mark K.] Coll Charleston, Charleston, SC 29401 USA.
RP Mullineaux, DJ (reprint author), Univ Kentucky, Gatton Coll Business & Econ, Lexington, KY 40506 USA.
EM mullinea@uky.edu
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NR 44
TC 4
Z9 4
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1757-6385
EI 1757-6393
J9 J FINAN ECON POLICY
JI J. Finan. Econ. Policy
PY 2010
VL 2
IS 4
BP 326
EP 345
DI 10.1108/17576381011100856
PG 20
WC Economics
SC Business & Economics
GA V19CR
UT WOS:000214797600003
DA 2020-02-20
ER

PT J
AU Chang, HS
   Tseng, CM
AF Chang, Hong-Sheng
   Tseng, Chien-Ming
TI The Matrix Composition of Banking Customer Value
SO JOURNAL OF INTERNATIONAL CONSUMER MARKETING
LA English
DT Article
DE Service quality; perceived risk; customer value; banking
AB This article proposes the matrix of relationships among service quality, perceived risk, and customer value in the banking industry. Functional value was found to be affected mainly by reliable cues and accuracy of service quality and negatively affected by financial, functional, and physical risks, whereas conditional values are influenced by responsiveness of service quality and negatively influenced by temporal risk. Furthermore, emotional value was found to be affected mainly by empathy of service quality and negatively affected by psychological risk, whereas social values are influenced by tangible cues of service quality and negatively influenced by social risk. Finally, exact epistemic value is affected by responsiveness of service quality and negatively affected by psychological risk.
C1 [Chang, Hong-Sheng] De Lin Inst Technol, Hosp Management Dept, 1, Lane 380, Ching Yun Rd, Tucheng, Taipei Cty, Taiwan.
   [Tseng, Chien-Ming] Cent Taiwan Univ Sci & Technol, Dept Management Informat Syst, Taichung, Taiwan.
RP Chang, HS (reprint author), De Lin Inst Technol, Hosp Management Dept, 1, Lane 380, Ching Yun Rd, Tucheng, Taipei Cty, Taiwan.
EM hschang@dlit.edu.tw
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NR 79
TC 2
Z9 2
U1 0
U2 0
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 0896-1530
EI 1528-7068
J9 J INT CONSUM MARK
JI J. Int. Consum. Mark.
PY 2010
VL 22
IS 4
BP 347
EP 362
DI 10.1080/08961530.2010.505885
PG 16
WC Business
SC Business & Economics
GA V61EA
UT WOS:000210880300004
DA 2020-02-20
ER

PT J
AU Sadeghi, T
   Hanzaee, KH
AF Sadeghi, Tooraj
   Hanzaee, Kambiz Heidarzadeh
TI Customer satisfaction factors (CSFs) with online banking services in an
   Islamic country I.R. Iran
SO JOURNAL OF ISLAMIC MARKETING
LA English
DT Article
DE Banking; Customer satisfaction; Customer services quality; Electronic
   commerce; Iran; Islam
ID INTERNET BANKING; PERFORMANCE; ACCEPTANCE; BEHAVIOR; ADOPTION
AB Purpose - This paper seeks to investigate the key factors underlying customer satisfaction with electronic banking services in an Islamic country, Iran.
   Design/methodology/approach - The authors validate a measurement model for customer satisfaction evaluation in e-banking service quality based on different service quality models and theories such as technology acceptance model, theory of reasoned action and theory of planned behavior.
   Findings - The paper provides a model of seven factors on the following dimensions: convenience, accessibility, accuracy, security, usefulness, bank image, and web site design. Some of these factors illustrate a significant statistical difference between males and females.
   Originality/value - These dimensions are determinants of customer's quality perception in e-banking services and this paper presents new directions in service quality research and offers new directions to researchers and managers in providing service quality improvement.
C1 [Sadeghi, Tooraj; Hanzaee, Kambiz Heidarzadeh] Islamic Azad Univ, Sch Management & Econ, Dept Business Management, Tehran Sci & Res Branch, Tehran, Iran.
RP Hanzaee, KH (reprint author), Islamic Azad Univ, Sch Management & Econ, Dept Business Management, Tehran Sci & Res Branch, Tehran, Iran.
EM heidarzadeh@srbiau.ac.ir
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NR 23
TC 18
Z9 18
U1 0
U2 1
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1759-0833
EI 1759-0841
J9 J ISLAMIC MARK
JI J. Islamic Mark.
PY 2010
VL 1
IS 3
BP 249
EP 267
DI 10.1108/17590831011082428
PG 19
WC Business
SC Business & Economics
GA V09HZ
UT WOS:000214135400007
DA 2020-02-20
ER

PT J
AU Elbeck, M
   Dedoussis, EV
AF Elbeck, Matt
   Dedoussis, Evangellos-Vagelis
TI Arabian Gulf innovator attitudes for online Islamic bank marketing
   strategy
SO JOURNAL OF ISLAMIC MARKETING
LA English
DT Article
DE Banking; Marketing strategy; Online operations; Electronic commerce;
   Innovation; Islam
ID TECHNOLOGY ACCEPTANCE MODEL; INTERNET BANKING; USER ACCEPTANCE; SERVICE
   QUALITY; TRUST; CONSUMER; ADOPTION; DETERMINANTS; SATISFACTION;
   USABILITY
AB Purpose - This paper's aim is to guide online Islamic bank marketing strategy.
   Design/methodology/approach - A study in 1999 interviewed 120 innovators about their attitudes and preferences to a hypothetical online Islamic bank, and replicated in 2009 for existing online Islamic banks using a sample of 220 innovators.
   Findings - The ten-year replication interval reveals increased internet and online bank usage, higher household incomes and concerns about security (fraud, theft, and hacking). Criteria describing a bona fide online Islamic bank are inconsistent and do not strongly reflect Sharia, suggesting a vague marketspace position. Similarities between online Islamic bank innovator attitudes and preferences with online bank innovators allows online Islamic banks confidence in the use of best practices in online marketing strategy.
   Practical implications - The 2009 study offers present-day insights for online Islamic bank marketing strategy development, with 48 percent planning to open an online Islamic bank (51 percent have a retail branch Islamic bank account) citing time savings and 24-hour access as primary advantages, with online security as the major impediment. For product mix, preferred investment products include real estate, construction and restaurants, whilst popular bank services include the ability to view and transfer across accounts, investment portfolio variety, and ease to open new accounts.
   Originality/value - This study is one of the first to address marketing issues about the burgeoning online Islamic bank market.
C1 [Elbeck, Matt] Troy Univ, Coll Business, Dothan, AL 36082 USA.
   [Dedoussis, Evangellos-Vagelis] Amer Univ, Sch Business, Dept Management, Management, Dubai, U Arab Emirates.
RP Elbeck, M (reprint author), Troy Univ, Coll Business, Dothan, AL 36082 USA.
EM melbeck@troy.edu
OI Dedousis, Evangelos/0000-0002-4562-9895; Elbeck,
   Matt/0000-0002-7980-7565
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NR 99
TC 4
Z9 4
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1759-0833
EI 1759-0841
J9 J ISLAMIC MARK
JI J. Islamic Mark.
PY 2010
VL 1
IS 3
BP 268
EP 285
DI 10.1108/17590831011082437
PG 18
WC Business
SC Business & Economics
GA V09HZ
UT WOS:000214135400008
DA 2020-02-20
ER

PT J
AU Chau, VS
   Ngai, LWLC
AF Chau, Vinh Sum
   Ngai, Liqing W. L. C.
TI The youth market for internet banking services: perceptions, attitude
   and behaviour
SO JOURNAL OF SERVICES MARKETING
LA English
DT Article
DE Virtual banking; United Kingdom; Customer satisfaction; Customer
   services quality; Market segmentation; Young adults
ID SELF-EFFICACY; INFORMATION TECHNOLOGY; PERCEIVED USEFULNESS; USER
   ACCEPTANCE; MODEL; QUALITY; USAGE; EASE; RISK
AB Purpose - This paper aims to investigate the perceptions, attitudes and behaviour of the youth market for internet banking services (IBS).
   Design/methodology/approach - A survey was carried out to acquire data from 164 respondents. The respondents were competent computer users and studying for a degree at a university. Three additional in-depth interviews were subsequently carried out on interesting cases.
   Findings - The authors find that young people (age 16-29) have more positive attitudes and behavioural intentions towards using IBS than other user-groups. It has also confirmed that there is a positive impact of IBS quality on satisfaction and loyalty.
   Research limitations/implications - The study focused on an isolated convenience sample of university students in the UK. The findings might not therefore have worldwide significance despite a large proportion of the students were international and from a good representation of minority ethic groups.
   Originality/value - The research focused on a specific segment of the internet banking services market - younger students at a UK university. The findings are useful for bank services marketing as the young are likely to become the most important segment of users as the worldwide web and banking services become more advanced in the future.
C1 [Chau, Vinh Sum; Ngai, Liqing W. L. C.] Univ E Anglia, Norwich Business Sch, Norwich NR4 7TJ, Norfolk, England.
   [Ngai, Liqing W. L. C.] KellinWell HK Elect & Comp Ltd, Norwich Business Sch, Kowloon, Hong Kong, Peoples R China.
RP Chau, VS (reprint author), Univ E Anglia, Norwich Business Sch, Norwich NR4 7TJ, Norfolk, England.
EM v.chau@uea.ac.uk
OI Chau, Vinh Sum/0000-0002-4030-8953
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NR 87
TC 29
Z9 29
U1 2
U2 28
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0887-6045
J9 J SERV MARK
JI J. Serv. Mark.
PY 2010
VL 24
IS 1
BP 42
EP 60
DI 10.1108/08876041011017880
PG 19
WC Business
SC Business & Economics
GA 574EI
UT WOS:000275971100004
DA 2020-02-20
ER

PT J
AU Campbell, D
   Frei, F
AF Campbell, Dennis
   Frei, Frances
TI Cost Structure, Customer Profitability, and Retention Implications of
   Self-Service Distribution Channels: Evidence from Customer Behavior in
   an Online Banking Channel
SO MANAGEMENT SCIENCE
LA English
DT Article
DE service operations; self service; online banking; customer
   profitability; cost to serve
ID SWITCHING COSTS; DYNAMIC-MODELS; TECHNOLOGIES; PERFORMANCE; ENCOUNTERS;
   CONSUMERS; INTERNET
AB This paper uses the context of online banking to investigate the consequences of using self-service distribution channels to alter customer interactions with the firm. Using a sample of retail banking customers observed over a 30-month period at a large U.S. bank, we test whether changes in service consumption, cost to serve, and customer profitability are associated with the adoption of online banking. We find that customer adoption of online banking is associated with (1) substitution, primarily from incrementally more costly self-service delivery channels (automated teller machine and voice response unit); (2) augmentation of service consumption in more costly service delivery channels (branch and call center); (3) a substantial increase in total transaction volume; (4) an increase in estimated average cost to serve resulting from the combination of points (1)-(3); and (5) a reduction in short-term customer profitability. However, we find that use of the online banking channel is associated with higher customer retention rates over one-, two-, and three-year horizons. The documented relationship between the use of online banking and customer retention remains positive even after controlling for self-selection into the online channel. We also find evidence that future market shares for our sample firm are systematically higher in markets with high contemporaneous utilization rates for the online banking channel. This finding holds even after controlling for contemporaneous market share, suggesting it is not simply the result of increased market power leading to the acquisition of online banking customers.
C1 [Campbell, Dennis; Frei, Frances] Harvard Univ, Harvard Business Sch, Boston, MA 02163 USA.
RP Campbell, D (reprint author), Harvard Univ, Harvard Business Sch, Boston, MA 02163 USA.
EM dcampbell@hbs.edu; ffrei@hbs.edu
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NR 45
TC 68
Z9 68
U1 9
U2 92
PU INFORMS
PI HANOVER
PA 7240 PARKWAY DR, STE 310, HANOVER, MD 21076-1344 USA
SN 0025-1909
J9 MANAGE SCI
JI Manage. Sci.
PD JAN
PY 2010
VL 56
IS 1
BP 4
EP 24
DI 10.1287/mnsc.1090.1066
PG 21
WC Management; Operations Research & Management Science
SC Business & Economics; Operations Research & Management Science
GA 543OQ
UT WOS:000273588400002
OA Green Published
DA 2020-02-20
ER

PT J
AU Li, Y
   Lin, Y
AF Li, Yang
   Lin, Yang
TI A research on the psychological contract structure between service
   enterprises and customers An empirical research on China's banking
   industry
SO NANKAI BUSINESS REVIEW INTERNATIONAL
LA English
DT Article
DE China; Banks; Service industries; Customer relations; Psychological
   contracts
AB Purpose - The purpose of this paper, taking banking as the research object, is to build up a psychology covenant model for service enterprises and customers and to seek the form of the construction dimension in the psychology covenant between the service enterprise and the customer.
   Design/methodology/approach - SPSS16.0 was used for the exploratory factor analysis and AMOS7.0 for the confirmatory factor analysis.
   Findings - The psychological contract between service enterprises and customers is composed of two-dimensional structures: the transactional psychological contract and the relational psychological contract.
   Research limitations/implications - The biggest limitation of this paper is the research region being limited to banking. Future research can extend to other industries.
   Originality/value - The result has the theoretic reference to the tactic establishment for customer relationship management in China's service industry against the background of a transfer economy.
C1 [Li, Yang] Guangdong Univ Foreign Studies, Int Business Management Dept, South China Business Coll, Guangzhou, Peoples R China.
   [Li, Yang; Lin, Yang] Guangdong Univ Foreign Studies, Sch Management, Guangzhou, Peoples R China.
   [Lin, Yang] Sichuan Univ, Chengdu, Sichuan, Peoples R China.
   [Lin, Yang] Wuhan Univ, Wuhan, Peoples R China.
RP Lin, Y (reprint author), Guangdong Univ Foreign Studies, Sch Management, Guangzhou, Peoples R China.
EM yanglinwust@163.com
FU Ministry of Education [07JA630061]; Guangdong University of Foreign
   Studies on the construction of key discipline in the "Project 211";
   Guangzhou Social Science Planning Leading Group [09y62]
FX Jointly funded by Ministry of Education on Project 07JA630061, Guangdong
   University of Foreign Studies on the construction of key discipline in
   the "Project 211" and Guangzhou Social Science Planning Leading Group on
   Project 09y62.
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NR 28
TC 1
Z9 1
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 2040-8749
EI 2040-8757
J9 NANKAI BUS REV NT
JI Nankai Bus. Rev. Int.
PY 2010
VL 1
IS 3
BP 317
EP 337
DI 10.1108/20408741011069232
PG 21
WC Management
SC Business & Economics
GA V4H9J
UT WOS:000218947800006
DA 2020-02-20
ER

PT J
AU Miguel-Davila, JA
   Cabeza-Garcia, L
   Valdunciel, L
   Florez, M
AF Angel Miguel-Davila, Jose
   Cabeza-Garcia, Laura
   Valdunciel, Laura
   Florez, Marcela
TI Operations in banking: the service quality and effects on satisfaction
   and loyalty
SO SERVICE INDUSTRIES JOURNAL
LA English
DT Article
DE service quality; satisfaction; loyalty; structural equations; banking
   sector
ID CUSTOMER SATISFACTION; SCALE; ANTECEDENTS; TECHNOLOGY; TURKISH; MODELS
AB This paper studies the service quality provided by the banks. The objectives are (i) to identify which aspects of the transactions carried out by the banks are important for the service quality perceived by the customers, taking into account some aspects that are sometimes ignored (online channels) and (ii) to observe how service quality influences customer satisfaction and how customer satisfaction affects the loyalty towards the bank. Using a factor analysis, the research identifies the operative, physical, new technologies and human factors. Next, using structural equations models with AMOS, the results show an influence of the operative aspects and the new technologies on service quality, as well as the confirmation of quality as a precedent to customer satisfaction, and how such satisfaction influences on customer's loyalty towards the bank.
C1 [Angel Miguel-Davila, Jose; Cabeza-Garcia, Laura; Valdunciel, Laura; Florez, Marcela] Univ Leon, E-24071 Leon, Spain.
RP Cabeza-Garcia, L (reprint author), Univ Leon, Campus Vegazana S-N, E-24071 Leon, Spain.
EM lcabg@unileon.es
RI Cabeza-Garcia, Laura/A-4332-2015; Florez-Romero, Marcela/AAD-6615-2020;
   Miguel-Davila, Jose Angel/G-9738-2015; Romero, Marcela
   Florez/C-8514-2018
OI Cabeza-Garcia, Laura/0000-0001-8893-9415; Miguel-Davila, Jose
   Angel/0000-0002-5191-0528; Romero, Marcela Florez/0000-0002-1341-1779
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NR 83
TC 21
Z9 21
U1 0
U2 33
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 0264-2069
EI 1743-9507
J9 SERV IND J
JI Serv. Ind. J.
PY 2010
VL 30
IS 13
BP 2163
EP 2182
DI 10.1080/02642060903289936
PG 20
WC Management
SC Business & Economics
GA 675TU
UT WOS:000283859900005
DA 2020-02-20
ER

PT J
AU Wang, FK
   Chen, KS
AF Wang, Fu-Kwun
   Chen, Kao-Shan
TI Applying Lean Six Sigma and TRIZ methodology in banking services
SO TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE
LA English
DT Article
DE Lean Six Sigma; DMAIC; TRIZ; banking services
AB Service operations now comprise more than 80% of the GDP in the United States and are rapidly growing around the world. The cost to maintain and service an application is typically more than the initial purchase price. The revenue growth potential of improving the speed and quality of service often overshadows the cost reduction opportunities. The Lean Six Sigma approach is a popular methodology to improve the business opportunities in customer satisfaction, cost and process speed for manufacturing. In this study, we attempt to extend the Lean Six Sigma approach to a broader application in the service industry and integrate TRIZ methodology to enhance the traditional techniques of Lean Six Sigma. Theoria Resheneyva Isobretatelskehuh Zadach (TRIZ) is an effective method for analysing customer needs and developing innovative solutions to meet those needs. A sample problem of the banking service is used to demonstrate how TRIZ can be applied to a real-world problem while in a Lean Six Sigma DMAIC process. The results show that the application of Lean Six Sigma methodology with TRIZ performs effectively in the improvement of banking services.
C1 [Wang, Fu-Kwun] Natl Taiwan Univ Sci & Technol, Dept Ind Management, Taipei, Taiwan.
   [Wang, Fu-Kwun; Chen, Kao-Shan] Natl Taiwan Univ Sci & Technol, Grad Inst Management, Taipei, Taiwan.
RP Wang, FK (reprint author), Natl Taiwan Univ Sci & Technol, Dept Ind Management, Taipei, Taiwan.
EM fukwun@mail.ntust.edu.tw
RI Wang, Fu-Kwun/AAF-8304-2019
OI Wang, Fu-Kwun/0000-0003-4563-945X
CR Altshuller G. S., 2000, INNOVATION ALGORITHM
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NR 13
TC 52
Z9 53
U1 4
U2 95
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXFORDSHIRE, ENGLAND
SN 1478-3363
J9 TOTAL QUAL MANAG BUS
JI Total Qual. Manag. Bus. Excell.
PY 2010
VL 21
IS 3
BP 301
EP 315
AR PII 921010499
DI 10.1080/14783360903553248
PG 15
WC Management
SC Business & Economics
GA 597IT
UT WOS:000277751000005
DA 2020-02-20
ER

PT J
AU Lenka, U
   Suar, D
   Mohapatra, PKJ
AF Lenka, Usha
   Suar, Damodar
   Mohapatra, Pratap K. J.
TI Customer satisfaction in Indian commercial banks through total quality
   management approach
SO TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE
LA English
DT Article
DE transformational leadership; workplace spirituality; management
   information system; physical evidence; service quality; customer
   satisfaction
ID CONTACT SERVICE EMPLOYEES; JOB-SATISFACTION; MODEL; WORK; ORGANIZATIONS;
   SPIRITUALITY; PERCEPTIONS; INVOLVEMENT; ENVIRONMENT; ENCOUNTERS
AB This study examines whether soft and hard aspects of quality management practices determine service quality and customer satisfaction. Data were collected from a branch manager and a valued customer from each of the 315 scheduled commercial bank branches in Orissa (India). A conceptual model depicting the relationship was tested applying structural equation modelling. Results reveal that transformational leadership, workplace spirituality and service climate, depicting the soft aspects of quality management practices, do increase employees' job satisfaction and affective commitment. Employees' job satisfaction and affective commitment have a positive influence on human aspects of service quality, which in turn increases customer satisfaction. Management information system and physical evidence depicting hard aspects of quality management practices enhance service quality and the latter furthers customer satisfaction. Applying the hard and soft aspects of quality management practices in a synergistic manner, organisations can deliver high service quality and achieve customer satisfaction.
C1 [Lenka, Usha] Birla Inst Technol & Sci, Management Grp, Pilani, Rajasthan, India.
   [Suar, Damodar] IIT Kharagpur, Dept Humanities & Social Sci, Kharagpur, W Bengal, India.
   [Mohapatra, Pratap K. J.] IIT Kharagpur, Dept Ind Engn & Management, Kharagpur, W Bengal, India.
RP Lenka, U (reprint author), Birla Inst Technol & Sci, Management Grp, Pilani, Rajasthan, India.
EM ushalenka@gmail.com
OI Suar, Damodar/0000-0001-6766-5451; LENKA, USHA/0000-0003-4728-0559
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NR 63
TC 19
Z9 19
U1 2
U2 25
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXFORDSHIRE, ENGLAND
SN 1478-3363
J9 TOTAL QUAL MANAG BUS
JI Total Qual. Manag. Bus. Excell.
PY 2010
VL 21
IS 12
BP 1315
EP 1341
AR PII 931194250
DI 10.1080/14783363.2010.530773
PG 27
WC Management
SC Business & Economics
GA 695QK
UT WOS:000285387500005
DA 2020-02-20
ER

PT J
AU Kilborn, JJ
AF Kilborn, Jason J.
TI Twenty-five Years of Consumer Bankruptcy in Continental Europe:
   Internalizing Negative Externalities and Humanizing Justice in Denmark
SO INTERNATIONAL INSOLVENCY REVIEW
LA English
DT Article
AB This paper explores the problems and processes that led to the birth of consumer bankruptcy in continental Europe, a process that began in Denmark in January 1972 and culminated with the adoption of the Danish consumer debt adjustment act, Gaeldssaneringslov, on 9 May 1984. While this law is often described in primarily humanitarian terms, in the sense of offering a respite to "hopelessly indebted'' individuals, both the motivation for the law and its intended scope were not simply accretions on an already multi-layered welfare system. Instead, the law was designed primarily as a pragmatic response to economically wasteful collections activities that imposed negative externalities on debtors, creditors, and especially Danish society and state coffers; the law was intended to force creditors to internalize ( or eliminate) these externalities with respect to all debtors unable to pay their debts within a reasonable period of 5 years. The paper also examines the growing pains of this new system. The law originally left significant administrative discretion to judges, which produced vast disparities in treatment of cases in different regions of the country. Ultimately, a reform implemented in October 2005 made the system more accessible, more unitary throughout the country, and more humane. The effects of this reform are already visible in statistical observations of the system, though significant regional variations persist. Given the striking coincidence in timing, this paper also offers brief comparative comments on the parallel design-but very different effect-of the most significant reform of the US consumer bankruptcy law, also effective in October 2005. Copyright (c) 2009 John Wiley & Sons, Ltd.
C1 John Marshall Law Sch, Chicago, IL 60604 USA.
RP Kilborn, JJ (reprint author), John Marshall Law Sch, Chicago, IL 60604 USA.
EM jkilborn@jmls.edu
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NR 33
TC 7
Z9 7
U1 1
U2 6
PU WILEY PERIODICALS, INC
PI MALDEN
PA COMMERCE PLACE, 350 MAIN STREET, MALDEN, MA 02148-529 USA
SN 1180-0518
J9 INT INSOLV REV
JI Int. Insolv. Rev.
PD WIN
PY 2009
VL 18
IS 3
BP 155
EP 185
DI 10.1002/iir.174
PG 31
WC Business, Finance; Law
SC Business & Economics; Government & Law
GA V16YR
UT WOS:000207905400001
DA 2020-02-20
ER

PT J
AU Aspara, J
   Nyman, H
   Tikkanen, H
AF Aspara, Jaakko
   Nyman, Henrich
   Tikkanen, Henrikki
TI The interrelationship of stock ownership and customer relationship
   volume: Case of a Nordic retail bank
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE customer relationship management; customer relationship volume;
   stockowners; shareholders; investors; customer loyalty
ID SATISFACTION; MANAGEMENT; SHARE; LOYALTY; MARKET
AB Researchers have been increasingly interested in the fact that individuals who own stocks of publicly listed companies may also act as the same companies' customers, buying their products and services. This article studies the relationship between an individual's stock ownership and his/her customer relationship (purchase/sales) volume. Examining a large sample of customers of a Nordic retail bank, the authors find that the proportion of high-volume customers is significantly greater among stock-owning customers than among non-stock-owning customers. Generally, it is found that there is a positive relationship between a customer's relationship volume and his/her stock ownership.
C1 [Aspara, Jaakko] Helsinki Sch Econ, Dept Mkt & Management, POB 1210, FI-00101 Helsinki, Finland.
   [Nyman, Henrich] Ctr Relationship Mkt & Serv Management, Hanken Sch Econ, Helsinki, Finland.
   [Tikkanen, Henrikki] HSE, Dept Mkt & Management, Mkt, Helsinki, Finland.
RP Aspara, J (reprint author), Helsinki Sch Econ, Dept Mkt & Management, POB 1210, FI-00101 Helsinki, Finland.
EM jaakko.aspara@hse.fi
OI Aspara, Jaakko/0000-0001-7982-5053
FU Marcus Wallenberg Foundation (Aspara, Tikkanen); Finnish Foundation for
   Share Promotion (Aspara, Nyman)
FX The authors have received grants from Marcus Wallenberg Foundation
   (Aspara, Tikkanen) and The Finnish Foundation for Share Promotion
   (Aspara, Nyman) for research related to the topic.
CR Aspara J, J CONSUMER IN PRESS
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NR 41
TC 3
Z9 3
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD DEC
PY 2009
VL 14
IS 3
BP 203
EP 217
DI 10.1057/fsm.2009.18
PG 15
WC Business
SC Business & Economics
GA V75CN
UT WOS:000211822800003
DA 2020-02-20
ER

PT J
AU Samuel, MO
   Osinowo, HO
   Chipunza, C
AF Samuel, Michael O.
   Osinowo, Helen O.
   Chipunza, Crispen
TI The relationship between bank distress, job satisfaction, perceived
   stress and psychological well-being of employees and depositors in
   Nigeria's banking sector
SO AFRICAN JOURNAL OF BUSINESS MANAGEMENT
LA English
DT Review
DE bank employees; bank depositors; bank distress; job satisfaction;
   perceived stress; psychological well-being
ID BENEFITS; SYSTEM
AB The main objective of the study was to assess the impact of financial distress in the Nigerian banking industry as it affected job satisfaction, perceived stress and psychological well-being of employees and depositors. The research adopted case study as a strategy and employed independent groups design in order to get a balanced assessment of the subject. Variables of interest were not manipulated in order to allow for accuracy of judgment and results. Self administered questionnaire-perceived stress scale by Blaus (1965); psychological well-being scale by Goldberg (1978); job satisfaction scale by Ugwuegbu (1985) and a self-developed questionnaire by the researchers to solicit information from bank employees and depositors-was administered to 105 respondents comprising of 61 bank employees and 44 bank customers. The questionnaire had a Cronbach alpha coefficient of = 0.88 thus confirming the reliability of the data collecting instrument. A total of 5 hypotheses were formulated and tested. The results showed that employees in healthy banks were more satisfied with their jobs than those in distressed banks; but the difference between their mean scores did not reach a significant level thus suggesting that employees in distressed banks equally enjoyed their jobs like their colleagues in healthy banks. Curiously, depositors in healthy banks experienced higher level of stress than depositors in distressed banks; while employees in healthy banks experienced higher job satisfaction than those in distressed banks. Finally, the results also showed that employees in distressed banks did not experience higher stress level than those in healthy banks.
C1 [Samuel, Michael O.; Chipunza, Crispen] Univ Ft Hare, Dept Ind Psychol, Fac Management & Commerce, ZA-5700 Alice, South Africa.
   [Osinowo, Helen O.] Univ Ibadan, Dept Psychol, Fac Social Sci, Ibadan, Nigeria.
RP Samuel, MO (reprint author), Univ Ft Hare, Dept Ind Psychol, Fac Management & Commerce, P Bag X1314, ZA-5700 Alice, South Africa.
EM msamuel@ufh.ac.za
RI Samuel, Olorunjuwon/R-2763-2019
OI Samuel, Olorunjuwon/0000-0002-2181-4068
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NR 46
TC 6
Z9 6
U1 0
U2 19
PU ACADEMIC JOURNALS
PI VICTORIA ISLAND
PA P O BOX 5170-00200 NAIROBI, VICTORIA ISLAND, LAGOS 73023, NIGERIA
SN 1993-8233
J9 AFR J BUS MANAGE
JI Afr. J. Bus. Manag.
PD NOV
PY 2009
VL 3
IS 11
BP 624
EP 632
PG 9
WC Business; Management
SC Business & Economics
GA 542OL
UT WOS:000273503900001
DA 2020-02-20
ER

PT J
AU Wang, JS
   Pho, TS
AF Wang, Jau-Shyong
   Pho, Thien-Son
TI Drivers of customer intention to use online banking: An empirical study
   in Vietnam
SO AFRICAN JOURNAL OF BUSINESS MANAGEMENT
LA English
DT Article
DE Online banking; brand credibility; website quality; intention to use
ID STRUCTURAL EQUATION MODELS; SERVICE QUALITY; E-COMMERCE; WEB;
   SATISFACTION; SUCCESS; METRICS; TRUST; CREDIBILITY; EXPECTATION
AB Numerous Vietnamese banks have launched online banking services to offer improved service to existing customers and attract new ones. However, online banking new to most people in Vietnam, and rates of adoption of online banking. This study focuses on this issue and attempts to identify the determinants of customer intention to use online banking. A research framework based on the DeLone and McLean Information System Success (D and M IS) model for assessing website quality and the literature on brand credibility was developed to identify the factors that can affect customer intention to use online banking. This study uses customers of the financial industry in Vietnam as subjects and collects 164 valid questionnaires. Partial Least Squares (PLS) method is applied in the investigation. The analytical results indicate that brand credibility can affect customer intention to use online banking.
EM syong@mail.stu.edu.tw
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NR 45
TC 8
Z9 8
U1 0
U2 10
PU ACADEMIC JOURNALS
PI VICTORIA ISLAND
PA P O BOX 5170-00200 NAIROBI, VICTORIA ISLAND, LAGOS 73023, NIGERIA
SN 1993-8233
J9 AFR J BUS MANAGE
JI Afr. J. Bus. Manag.
PD NOV
PY 2009
VL 3
IS 11
BP 669
EP 677
PG 9
WC Business; Management
SC Business & Economics
GA 542OL
UT WOS:000273503900005
DA 2020-02-20
ER

PT J
AU Krasnikov, A
   Jayachandran, S
   Kumar, V
AF Krasnikov, Alexander
   Jayachandran, Satish
   Kumar, V.
TI The Impact of Customer Relationship Management Implementation on Cost
   and Profit Efficiencies: Evidence from the US Commercial Banking
   Industry
SO JOURNAL OF MARKETING
LA English
DT Article
DE cost efficiency; profit efficiency; stochastic frontier analysis;
   customer relationship management
ID PRODUCTIVITY; SATISFACTION; PERSPECTIVES; PERFORMANCE; RETENTION;
   STRATEGY; MODELS; WORK
AB The impact of customer relationship management (CRM) implementation on firm performance is an issue of considerable debate. This study examines the impact of CRM implementation on two metrics of firm performance-operational (cost) efficiency and the ability of firms to generate profits (profit efficiency)-using a large sample of U.S. commercial banks. The authors use stochastic frontier analysis to estimate cost and profit efficiencies and employ hierarchical linear modeling to assess the effect of CRM implementation on cost and profit efficiencies. They find that CRM implementation is associated with a decline in cost efficiency but an increase in profit efficiency. A firm-level factor, CRM commitment, reduces the negative effect of CRM implementation on cost efficiency. The authors also find that two adoption-related factors, time of adoption and time since adoption, influence the relationship between CRM implementation and cost and profit efficiencies. Early adopters benefit less from CRM implementation than late adopters. However, time since adoption improves the performance of firms that implement CRM. By demonstrating the different ways CRM implementation influences cost and profit measures, the study provides valuable insights to CRM researchers and managers.
C1 [Krasnikov, Alexander] George Washington Univ, Sch Business, Washington, DC 20052 USA.
   [Jayachandran, Satish] Univ S Carolina, Moore Sch Business, Columbia, SC 29208 USA.
   [Kumar, V.] Georgia State Univ, J Mack Robinson Coll Business, Ctr Excellence Brand & Customer Management, Atlanta, GA 30303 USA.
RP Krasnikov, A (reprint author), George Washington Univ, Sch Business, Washington, DC 20052 USA.
EM avkrasn@gwu.edu; Satish@moore.sc.edu; vk@gsu.edu
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NR 61
TC 89
Z9 90
U1 2
U2 74
PU SAGE PUBLICATIONS INC
PI THOUSAND OAKS
PA 2455 TELLER RD, THOUSAND OAKS, CA 91320 USA
SN 0022-2429
EI 1547-7185
J9 J MARKETING
JI J. Mark.
PD NOV
PY 2009
VL 73
IS 6
BP 61
EP 76
DI 10.1509/jmkg.73.6.61
PG 16
WC Business
SC Business & Economics
GA 515BZ
UT WOS:000271442800005
DA 2020-02-20
ER

PT J
AU Koku, PS
AF Koku, Paul
TI Doing well by doing good - marketing strategy to help the poor: The case
   of commercial banks in Ghana
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE content analysis; social marketing; commercial banking; the poor; social
   structures; Ghana
AB Access to capital markets and loans continues to be difficult for the poor in Ghana, even as the economic conditions improve and banks realize record profits. The insistence of commercial banks on collaterals as a loan requirement, to a large extent, disqualifies the poor in Ghana. Using a review of the literature, interviews with bankers, chiefs, a queen mother and the poor, and drawing on the theories of social marketing, the broadening of the marketing concept and the content analysis research technique, this study proposes a framework for a marketing strategy that uses the local social structures in lieu of collaterals that commercial banks in Ghana could use to extend loans to the poor.
C1 [Koku, Paul] Florida Atlantic Univ, Barry Kaye Sch Business, Boca Raton, FL 33431 USA.
   [Koku, Paul] Florida Atlantic Univ, Coll Grad Sch Business, Univ Tower,220 S E 2nd Ave, Ft Lauderdale, FL 33301 USA.
RP Koku, PS (reprint author), Florida Atlantic Univ, Coll Grad Sch Business, Univ Tower,220 S E 2nd Ave, Ft Lauderdale, FL 33301 USA.
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NR 51
TC 6
Z9 6
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD SEP
PY 2009
VL 14
IS 2
BP 135
EP 151
DI 10.1057/fsm.2009.13
PG 17
WC Business
SC Business & Economics
GA V75BR
UT WOS:000211820600004
DA 2020-02-20
ER

PT J
AU Sanchez-Franco, MJ
AF Sanchez-Franco, Manuel J.
TI The Moderating Effects of Involvement on the Relationships Between
   Satisfaction, Trust and Commitment in e-Banking
SO JOURNAL OF INTERACTIVE MARKETING
LA English
DT Article
DE Satisfaction-trust-commitment model; Ego/purchase involvement;
   Interaction effect; Partial Least Squares
ID BUYER-SELLER RELATIONSHIPS; CONSUMER SATISFACTION; CUSTOMER VALUE;
   ONLINE TRUST; E-COMMERCE; E-LOYALTY; MODEL; PERSPECTIVE; WEB;
   CONSEQUENCES
AB Most prior research into customer loyalty emphasizes the effects of the dimensions of online satisfaction and trust. However, research into how customer involvement moderates this relationship model - in the online environment - has been less than conclusive. On the basis of a satisfaction-trust-commitment model, and given that involvement is a significant precondition to customer loyalty, this paper explores the interaction effects of customer involvement on the evaluation of c-banking services.
   Empirical results were collected from an online survey in electronic financial forums, Usenet and mailing lists. Partial Least Squares (PLS) was used to estimate the parameters of the interaction effects model.
   The results support most of the hypotheses and, in particular, confirm the moderating role of customer involvement. The influence of online satisfaction on commitment was significantly stronger for highly involved users; conversely, the effect of satisfaction on trust was weaker. However, customer trust had a stronger effect on commitment for customers with high purchase involvement, and a weaker effect for highly ego-involved customers. The interaction role of customer involvement thus offers a more complete view of the satisfaction-trust-commitment model, providing an initial test of the efficacy of using involvement to understand online decisions. Implications for online marketing management and future research in this area are discussed. (c) 2009 Direct Marketing Educational Foundation, Inc. Published by Elsevier Inc. All rights reserved.
C1 Univ Seville, Fac Ciencias Econ & Empresariales, Seville 41018, Spain.
RP Sanchez-Franco, MJ (reprint author), Univ Seville, Fac Ciencias Econ & Empresariales, Avda Ramon & Cajal N1, Seville 41018, Spain.
EM majesus@us.es
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NR 46
TC 45
Z9 46
U1 2
U2 56
PU ELSEVIER SCIENCE INC
PI NEW YORK
PA 360 PARK AVE SOUTH, NEW YORK, NY 10010-1710 USA
SN 1094-9968
EI 1520-6653
J9 J INTERACT MARK
JI J. Interact. Mark.
PD AUG
PY 2009
VL 23
IS 3
BP 247
EP 258
DI 10.1016/j.intmar.2009.04.007
PG 12
WC Business
SC Business & Economics
GA 484FZ
UT WOS:000269030600005
DA 2020-02-20
ER

PT J
AU Shrivastava, A
   Purang, P
AF Shrivastava, Arunima
   Purang, Pooja
TI EMPLOYEE PERCEPTIONS OF JOB SATISFACTION: COMPARATIVE STUDY ON INDIAN
   BANKS
SO ASIAN ACADEMY OF MANAGEMENT JOURNAL
LA English
DT Article
DE job satisfaction; public sector bank; private sector bank; sector-wise
   differences
ID PERFORMANCE; PAY; DIMENSIONALITY; PREDICTORS
AB The present study examined the job satisfaction level of a public sector and private sector bank employees in India. The sample consisted of 340 bank employees from both sectors. Job Diagnostic Survey by Hackman and Oldham (1975) was used to ascertain the level of job satisfaction. This study used independent samples t-test and qualitative analysis to study the differences in employee attitudes. Results indicated that the means of the public and private banks were significantly different from each other. It was found that private sector bank employees perceive greater satisfaction with pay, social, and growth aspects of job as compared to public sector bank employees. On the other hand, public sector bank employees have expressed greater satisfaction with job security as compared to private sector bank employees. The findings of the study highlight important satisfiers and dissatisfiers present in the job and suggest both the banks to take performance initiatives in the areas where employees have reported reduced satisfaction.
C1 [Shrivastava, Arunima; Purang, Pooja] Indian Inst Technol, Dept Humanities & Social Sci, Bombay 400076, Maharashtra, India.
RP Purang, P (reprint author), Indian Inst Technol, Dept Humanities & Social Sci, Bombay 400076, Maharashtra, India.
EM purangp@iitb.ac.in
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NR 36
TC 4
Z9 4
U1 0
U2 0
PU PENERBIT UNIV SAINS MALAYSIA
PI PULAU PINANG
PA PENERBIT UNIVERSITI SAINS MALAYSIA, PULAU PINANG, PINANG 11800, MALAYSIA
SN 1394-2603
EI 1985-8280
J9 ASIAN ACAD MANAG J
JI Asian Acad. Manag. J.
PD JUL
PY 2009
VL 14
IS 2
BP 65
EP 78
PG 14
WC Management
SC Business & Economics
GA V48HE
UT WOS:000210009700004
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Wu, CR
   Lin, CT
   Tsai, PH
AF Wu, Cheng-Ru
   Lin, Chin-Tsai
   Tsai, Pei-Hsuan
TI Analysing alternatives in financial services for wealth management
   banks: the analytic network process and the balanced scorecard approach
SO IMA JOURNAL OF MANAGEMENT MATHEMATICS
LA English
DT Article
DE wealth management; banking; analytic network process; balanced scorecard
ID PERFORMANCE-MEASUREMENT SYSTEMS; HIERARCHY PROCESS; SELECTION;
   LOGISTICS; LOCATION; DECISION
AB The main purpose of this study is to evaluate business performance of wealth management (WM) banks by applying the balanced scorecard (BSC) and the analytic network process (ANP). In the proposed model, the dimensions of financial services for WM banks have been taken from four perspectives derived from the BSC approach, viz. finance, customer, internal business and learning and growth. The proposed approach, therefore, links the financial and non-financial, tangible and intangible and internal and external factors, thus providing a holistic framework for the evaluation of an alternative for WM banks. The ability of ANP to consider interdependencies among and between levels of decision makes it a multi-criteria decision-making tool. Thus, a combination of BSC- and ANP-based approach proposed in this paper can provide decision makers with a more balanced, realistic and accurate representation of the challenge of conducting business performance for WM banks.
C1 [Wu, Cheng-Ru; Lin, Chin-Tsai; Tsai, Pei-Hsuan] Yuanpei Univ, Grad Inst Business & Management, Hsinchu 30015, Taiwan.
RP Wu, CR (reprint author), Yuanpei Univ, Grad Inst Business & Management, 306 Yuanpei St, Hsinchu 30015, Taiwan.
EM alexru00@ms41.hinet.net; ctlin@mail.ypu.edu.tw; pei.hsuan0616@gmail.com
OI Tsai, Pei-Hsuan/0000-0003-2376-2000
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NR 43
TC 17
Z9 17
U1 1
U2 24
PU OXFORD UNIV PRESS
PI OXFORD
PA GREAT CLARENDON ST, OXFORD OX2 6DP, ENGLAND
SN 1471-678X
EI 1471-6798
J9 IMA J MANAG MATH
JI IMA J. Manag. Math.
PD JUL
PY 2009
VL 20
IS 3
BP 303
EP 321
DI 10.1093/imaman/dpp002
PG 19
WC Management; Operations Research & Management Science; Mathematics,
   Interdisciplinary Applications; Social Sciences, Mathematical Methods
SC Business & Economics; Operations Research & Management Science;
   Mathematics; Mathematical Methods In Social Sciences
GA 557NW
UT WOS:000274677200005
DA 2020-02-20
ER

PT J
AU Arbore, A
   Busacca, B
AF Arbore, Alessandro
   Busacca, Bruno
TI Customer satisfaction and dissatisfaction in retail banking: Exploring
   the asymmetric impact of attribute performances
SO JOURNAL OF RETAILING AND CONSUMER SERVICES
LA English
DT Article
DE Retail banking; Customer satisfaction; Three-factor theory
AB The paper presents the results of an extensive study on the determinants of customer satisfaction for a retail bank. In doing so, it uses a revised version of the traditional analyses based on derived measures of attribute importance. The need for a revised methodology is prompted by the insights of the two- and three-factor theories of customer satisfaction, such as Kano's framework. Indeed, the evidence from 5000 customers of a prominent Italian bank confirms a non-linear and asymmetric relationship between attribute performances and overall customer satisfaction. The results from both a traditional and our revised approach are compared. While this approach can be applied across different industries, it should not be assumed that the numerical results presented in the paper apply to contexts with substantially different underlying characteristics. General trends and implications for banking services are reported in the conclusions. (C) 2009 Elsevier Ltd. All rights reserved.
C1 [Arbore, Alessandro] Bocconi Univ, Management, ViaBocconi 8, I-20136 Milan, Italy.
   [Busacca, Bruno] Bocconi Univ, Mkt, I-20136 Milan, Italy.
RP Arbore, A (reprint author), Bocconi Univ, Management, ViaBocconi 8, I-20136 Milan, Italy.
EM alessandro.arbore@sdabocconi.it; bruno.busacca@sdabocconi.it
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NR 77
TC 56
Z9 58
U1 0
U2 2
PU ELSEVIER SCI LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, OXON, ENGLAND
SN 0969-6989
EI 1873-1384
J9 J RETAIL CONSUM SERV
JI J. Retail. Consum. Serv.
PD JUL
PY 2009
VL 16
IS 4
BP 271
EP 280
DI 10.1016/j.jretconser.2009.02.002
PG 10
WC Business
SC Business & Economics
GA V05IX
UT WOS:000213867400004
DA 2020-02-20
ER

PT J
AU Filip, A
   Anghel, LD
AF Filip, Alina
   Anghel, Laurentiu-Dan
TI CUSTOMER LOYALTY AND ITS DETERMINANTS IN A BANKING SERVICES ENVIRONMENT
SO AMFITEATRU ECONOMIC
LA English
DT Article
DE research; banking services; customer behaviour; customer loyalty;
   relationship marketing
AB The present paper presents the methodology and the main results of a quantitative study applied on a sample of 1010 respondents, in the Romanian banking industry. The aim of the study was to research the customer level of loyalty toward Romanian organizations acting in the retail banking sector. According to similar researches in the field, loyalty is a complex construction, which comprises both psychological and behavioural components, fact also proved by the results of the present research. As the survey results show, Romanian customers remain in relationships with banks due to the existence of both favourable attitudes or positive motivations (representing 46,36% of the total retention motivations) and constraint factors or inertia (representing 52,44% of the total retention motivations). At the same time, the results prove that the level of loyalty stated by customers is supported not only by the level of satisfaction, but also by factors like: bank's attitude towards its own customers, the level of customer trust toward the organization or its employees in ensuring the financial interests of clients, and also by the level of customer commitment. Customer switching behaviour is determined in 58% of cases by the high level of dissatisfaction toward the banks' policy of price.
C1 [Filip, Alina; Anghel, Laurentiu-Dan] Bucharest Acad Econ Studies, Bucharest, Romania.
RP Filip, A (reprint author), Bucharest Acad Econ Studies, Bucharest, Romania.
EM filip.alina@gmail.com; langhel@ase.ro
RI Anghel, Laurentiu-Dan/P-1592-2016; Anghel, Laurentiu Dan/E-6918-2013
OI Anghel, Laurentiu-Dan/0000-0002-8782-8411; 
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NR 10
TC 5
Z9 5
U1 0
U2 21
PU EDITURA ASE
PI BUCURESTI
PA PIATA ROMANA, NR 6, SECTOR 1, BUCURESTI, 701731, ROMANIA
SN 1582-9146
J9 AMFITEATRU ECON
JI Amfiteatru Econ.
PD JUN
PY 2009
VL 11
IS 26
BP 288
EP 297
PG 10
WC Business; Economics; Management
SC Business & Economics
GA 462KQ
UT WOS:000267351800006
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Dima, AM
AF Dima, Alina Mihaela
TI OPERATIONAL RISK ASSESEMENT TOOLS FOR QUALITY MANAGEMENT IN BANKING
   SERVICES
SO AMFITEATRU ECONOMIC
LA English
DT Article
DE quality management; operational risk; banking services; binary
   regression model
ID INFORMATION; MARKETS
AB Among all the different types of risks that can affect financial companies, the operational risk can be the most devastating and the most difficult to anticipate. The management of operational risk is a key component of financial and risk management discipline that drives net income results, 2capital management and customer satisfaction. The present paper contains a statistical analysis in order to determine the number of operational errors as quality based services determinants, depending on the number of transactions performed at the branch unit level. Regression model applied to a sample of 418 branches of a major Romanian bank is used to guide the decision taken by the bank, consistent with its priorities of minimizing the risk and enlarging the customer base ensuring high quality services. The analyisis reveals that the model can predict the quality of the transactions based on the number of operational errors. Under Basel II, this could be a very helpful instrument for banks in order to adjust the capital requirement to the losses due to operational errors, predicted by the model.
C1 Bucharest Acad Econ Studies, Bucharest, Romania.
RP Dima, AM (reprint author), Bucharest Acad Econ Studies, Bucharest, Romania.
EM alinamihaeldima@yahoo.com
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NR 28
TC 14
Z9 14
U1 0
U2 20
PU EDITURA ASE
PI BUCURESTI
PA PIATA ROMANA, NR 6, SECTOR 1, BUCURESTI, 701731, ROMANIA
SN 1582-9146
J9 AMFITEATRU ECON
JI Amfiteatru Econ.
PD JUN
PY 2009
VL 11
IS 26
BP 364
EP 372
PG 9
WC Business; Economics; Management
SC Business & Economics
GA 462KQ
UT WOS:000267351800015
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Yang, AS
AF Yang, Ann Shawing
TI Exploring Adoption Difficulties in Mobile Banking Services
SO CANADIAN JOURNAL OF ADMINISTRATIVE SCIENCES-REVUE CANADIENNE DES
   SCIENCES DE L ADMINISTRATION
LA English
DT Article
DE mobile banking adoption; Rasch measurement model; item response theory
ID RASCH ANALYSIS; DEPRESSION SCALE; MODEL; TECHNOLOGY; ACCEPTANCE;
   DIFFUSION; STROKE
AB Factors associated with adopting and resisting mobile banking technologies were investigated among university students in Taiwan. Adoption factors included the belief that mobile banking helps fulfill personal banking needs, provides location-free conveniences, and is cost effective. The primary factors associated with resistance included concerns over system configuration security and basic fees for mobile banking web connections. The theoretical and applied implications of these findings are discussed. Copyright (C) 2009 ASAC. Published by John Wiley & Sons, Ltd.
C1 Natl Cheng Kung Univ, Inst Int Management, Tainan 701, Taiwan.
RP Yang, AS (reprint author), Natl Cheng Kung Univ, Inst Int Management, 1 Univ Rd, Tainan 701, Taiwan.
EM annsyang@mail.ncku.edu.tw
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NR 40
TC 52
Z9 52
U1 1
U2 27
PU JOHN WILEY & SONS INC
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN, NJ 07030 USA
SN 0825-0383
J9 CAN J ADM SCI
JI Can. J. Adm. Sci.
PD JUN
PY 2009
VL 26
IS 2
BP 136
EP 149
DI 10.1002/CJAS.102
PG 14
WC Business; Management
SC Business & Economics
GA 468EG
UT WOS:000267797200006
DA 2020-02-20
ER

PT J
AU Barrutia, JM
   Charterina, J
   Gilsanz, A
AF Barrutia, Jose M.
   Charterina, Jon
   Gilsanz, Ainhize
TI Salesperson empowerment in Spanish banks: A performance-driven view
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE empowerment; performance; retail banking; top management decisions
AB Our research has a dual purpose. The first is to deepen our understanding of the dimension of power transference within the concept of empowerment. We consider power transference to be a driver of the individual feeling of empowerment, and identify two kinds of power to be transferred and, as a consequence, two different drivers of empowerment: process-driven empowerment (PDE) and decision-making-driven empowerment (DDE). The second is to study the relationship between both of them in relation to performance. We use multiple sources of evidence to build validity. We show that empowerment has its limits. Top management decisions regarding the transference of power to salespeople are performance-driven. A positive relationship between PDE and performance is confi rmed. Nevertheless, the existence of a positive relationship between DDE and performance might be questioned.
C1 [Barrutia, Jose M.; Charterina, Jon] Univ Basque Country, Econ, Bilbao, Spain.
   [Barrutia, Jose M.; Charterina, Jon; Gilsanz, Ainhize] Univ Basque Country, Business Studies, Bilbao, Spain.
RP Barrutia, JM (reprint author), Univ Basque Country, Univ Pais Vasco, Fac Econ & Business Studies, Avda Lehendakari Aguirre 83, Bilbao 48015, Spain.
EM josemaria.barrutia@ehu.es
RI Gilsanz, Ainhize/AAB-3604-2019; BARRUTIA, JOSE M./G-2405-2011
OI BARRUTIA, JOSE M./0000-0002-1179-8359; GILSANZ LOPEZ,
   AINHIZE/0000-0002-4562-2554; Charterina, Jon/0000-0002-7028-7268
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NR 75
TC 2
Z9 2
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD JUN
PY 2009
VL 14
IS 1
BP 40
EP 55
DI 10.1057/fsm.2009.6
PG 16
WC Business
SC Business & Economics
GA V75AN
UT WOS:000211817600004
DA 2020-02-20
ER

PT J
AU Calomiris, CW
   Pornrojnangkool, T
AF Calomiris, Charles W.
   Pornrojnangkool, Thanavut
TI Relationship Banking and the Pricing of Financial Services
SO JOURNAL OF FINANCIAL SERVICES RESEARCH
LA English
DT Article
DE Universal banking; Relationship banking; Underwriting; Lending
ID ASYMMETRIC INFORMATION; DEBT; INVESTMENT; ECONOMIES; FIRMS
AB We investigate pricing effects of the joint production of loans and security underwritings. We control for firm and borrower characteristics, including differences in sequencing, which are important for pricing. Contrary to previous studies, when banks combine lending and underwriting within the same customer relationship they charge premiums for both loans and underwriting services. Abstracting from effects of joint production within relationships, depository banks engaged in underwriting price lending and underwriting more cheaply than stand alone investment banks. One advantage borrowers enjoy from bundling products within a banking relationship is a form of liquidity risk insurance, which is manifested in a reduced demand for lines of credit. We also find evidence of a "road show" effect; firms enjoy loan pricing discounts on loans that are negotiated at times close to the debt underwritings, whether or not the same bank provides both services. Relationship effects are only visible when lending and underwriting both occur, and are stronger for equity-loan relationships than for debt-loan relationships.
C1 [Calomiris, Charles W.] Columbia Univ, New York, NY 10027 USA.
   [Pornrojnangkool, Thanavut] Goldman Sachs, New York, NY USA.
RP Calomiris, CW (reprint author), Columbia Univ, 3022 Broadway, New York, NY 10027 USA.
EM cc374@columbia.edu; BobbyTP@aol.com
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NR 26
TC 14
Z9 14
U1 0
U2 10
PU SPRINGER
PI NEW YORK
PA 233 SPRING ST, NEW YORK, NY 10013 USA
SN 0920-8550
EI 1573-0735
J9 J FINANC SERV RES
JI J. Financ. Serv. Res.
PD JUN
PY 2009
VL 35
IS 3
BP 189
EP 224
DI 10.1007/s10693-009-0058-7
PG 36
WC Business, Finance
SC Business & Economics
GA 447AR
UT WOS:000266164500001
OA Green Published
DA 2020-02-20
ER

PT J
AU Callaghan, J
   Parkash, M
   Singhal, R
AF Callaghan, Joseph
   Parkash, Mohinder
   Singhal, Rajeev
TI Going-Concern Audit Opinions and the Provision of Nonaudit Services:
   Implications for Auditor Independence of Bankrupt Firms
SO AUDITING-A JOURNAL OF PRACTICE & THEORY
LA English
DT Article
DE auditor independence; bankruptcy; going-concern; nonaudit fees
ID FINANCIAL DISTRESS; LITIGATION RISK; FEES; MANAGEMENT; COMPANIES
AB Researchers in the area of auditor independence have examined the relationship between auditors' opinions and auditor-provided services. While DeFond et al. (2002) and Geiger and Rama (2003) fail to find auditor impairment for distressed U.S. companies, Sharma (2001) and Sharma and Sidhu (2001) find a negative relationship between the likelihood of a going-concern (GC) opinion and nonaudit fees paid to auditors for bankrupt Australian companies. These conflicting results may arise from jurisdictional differences between Australia and the U.S. or differential managerial incentives and firm costs between distressed and bankrupt firms. In light of these differences, an empirical question exists as to whether the results of the Australian studies will obtain in the U.S. We examine the relationship between the propensity of auditors to render GC opinions and nonaudit fees (and other auditor fees) for a sample of bankrupt U.S. firms. We do not observe any association between GC opinions and nonaudit fees, audit fees, total fees, or the ratio of nonaudit fees to total fees.
C1 [Callaghan, Joseph; Parkash, Mohinder; Singhal, Rajeev] Oakland Univ, Oakland, CA USA.
RP Callaghan, J (reprint author), Oakland Univ, Oakland, CA USA.
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NR 49
TC 38
Z9 38
U1 0
U2 17
PU AMER ACCOUNTING ASSOC
PI SARASOTA
PA 5717 BESSIE DR, SARASOTA, FL 34233 USA
SN 0278-0380
J9 AUDITING-J PRACT TH
JI Audit.-J. Pract. Theory
PD MAY
PY 2009
VL 28
IS 1
BP 153
EP 169
DI 10.2308/aud.2009.28.1.153
PG 17
WC Business, Finance
SC Business & Economics
GA 453LZ
UT WOS:000266613300008
DA 2020-02-20
ER

PT J
AU Gewald, H
   Dibbern, J
AF Gewald, Heiko
   Dibbern, Jens
TI Risks and benefits of business process outsourcing: A study of
   transaction services in the German banking industry
SO INFORMATION & MANAGEMENT
LA English
DT Article
DE Business process outsourcing; Risk-benefit concept; Perceived risk
   theory; Path dependence theory; Partial least squares; Questionnaire
   surveys; Group comparison
ID SOFTWARE PROJECTS; PERCEIVED RISK; INFORMATION; PERSPECTIVE; DECISIONS;
   BEHAVIOR; MODEL
AB We developed a model of the adoption of business process outsourcing (BPO) based on risk-benefit analysis. The model was tested in the German banking industry in four areas of transaction processing. Our results showed that, in general, perceived BPO benefits have a substantially stronger impact on intention to increase the level of BPO than perceived risks. However, the experience that banks have with the BPO process, [whether already decided on BPO (Pro), still in the pre-decision phase (Neutral), or opted against BPO (Contra)], moderated the impact of factors affecting the perceived risks and benefits of BPO. Banks that opted for BPO were mostly driven by a desire to focus on their core business while considering financial risks. Banks in the neutral position had the most balanced view of risks and benefits, mainly financial and performance ones, and also focusing on the core business and increased business process performance. Those banks that decided against BPO mostly focused on benefits while the perceived risks were mostly formed by strategic and performance risks rather than financial ones. The results point out the path dependencies of the BPO decision. (C) 2009 Elsevier B.V. All rights reserved.
C1 [Gewald, Heiko] Goethe Univ Frankfurt, E Finance Lab, Inst Informat Syst, D-60323 Frankfurt, Germany.
   [Dibbern, Jens] Univ Bern, Inst Informat Syst, CH-3012 Bern, Switzerland.
RP Gewald, H (reprint author), Goethe Univ Frankfurt, E Finance Lab, Inst Informat Syst, House Finance,Gruneburgpl 1, D-60323 Frankfurt, Germany.
EM heiko.gewald@efinancelab.de; jens.dibbern@iwi.unibe.ch
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NR 45
TC 54
Z9 54
U1 0
U2 31
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0378-7206
EI 1872-7530
J9 INFORM MANAGE-AMSTER
JI Inf. Manage.
PD MAY
PY 2009
VL 46
IS 4
BP 249
EP 257
DI 10.1016/j.im.2009.03.002
PG 9
WC Computer Science, Information Systems; Information Science & Library
   Science; Management
SC Computer Science; Information Science & Library Science; Business &
   Economics
GA 453WL
UT WOS:000266643500006
DA 2020-02-20
ER

PT J
AU Bhaskar, T
   Sundararajan, R
   Krishnan, PG
AF Bhaskar, T.
   Sundararajan, R.
   Krishnan, P. G.
TI A fuzzy mathematical programming approach for cross-sell optimization in
   retail banking
SO JOURNAL OF THE OPERATIONAL RESEARCH SOCIETY
LA English
DT Article
DE retail banking; cross-sell; direct marketing; target selection; fuzzy
   mathematical programming
ID PRODUCT-MIX DECISION; SATISFACTION; ALGORITHM; LEVEL
AB We consider the problem of selecting the optimal list of customers to target for a cross-sell campaign in a retail bank. Target selection involves taking estimates of several parameters (response propensity, expected volume, expected profit from a customer, etc) and deciding on the list of customers to whom the offer should be sent such that a certain set of business objectives are met/optimized. We discuss some of the issues related to the target selection process, namely those of unreliable estimates and computational complexity of the problem. We propose a fuzzy mathematical programming technique to address these issues. The imprecise parameters and constraints are represented as triangular fuzzy numbers, while the problem of computational complexity is addressed through a group-level formulation. We use an example of a real-life cross-sell problem for a bank to demonstrate the method. We also provide some sensitivity analyses on critical resources.
C1 [Bhaskar, T.] GE Global Res, John F Welch Technol Ctr, Comp & Decis Sci Lab, Bangalore 560066, Karnataka, India.
RP Bhaskar, T (reprint author), GE Global Res, John F Welch Technol Ctr, Comp & Decis Sci Lab, 122 EPIP,Whitefield Rd, Bangalore 560066, Karnataka, India.
EM tarun.bhaskar@ge.com
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NR 27
TC 9
Z9 9
U1 0
U2 14
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 0160-5682
J9 J OPER RES SOC
JI J. Oper. Res. Soc.
PD MAY
PY 2009
VL 60
IS 5
BP 717
EP 727
DI 10.1057/palgrave.jors.2602609
PG 11
WC Management; Operations Research & Management Science
SC Business & Economics; Operations Research & Management Science
GA 432UW
UT WOS:000265160800014
DA 2020-02-20
ER

PT J
AU Newenham-Kahindi, A
AF Newenham-Kahindi, Aloysius
TI The Transfer of Ubuntu and Indaba Business Models Abroad A Case of South
   African Multinational Banks and Telecommunication Services in Tanzania
SO INTERNATIONAL JOURNAL OF CROSS CULTURAL MANAGEMENT
LA English
DT Article
DE emerging economies; high-performance work practices; human resource
   management; international management; MNCs; South Africa; Tanzania
AB This article studies the transfer of South African management business models abroad. It examines the case of four South African multinational companies and the ways that they implement distinctive business models of human resource management strategies on service sector in Tanzania. The article begins by looking at MNCs from emerging economies and at the distinctiveness of their national institutional systems, as well as the ways they attempt to strike a balance between global integration and local differentiation in managing HRM practices abroad. Based on a case study conducted in ABSA, Standard Bank (Stanbic), South Africa-Tanzania Vodacom, and Sanlam African Life Assurance services in Tanzania, this article demonstrates how South African MNCs in this particular sector internationalize their HRM strategies by incorporating the cross cultural interface management practices of Ubuntu and Indaba and those of the host nation's characteristics into their subsidiary operations. The article concludes by illustrating how diverse forms of hybrid HRM strategies have enabled emerging South African organizational service industries to develop high-performance work practices in the midst of global competitiveness.
C1 [Newenham-Kahindi, Aloysius] Univ Saskatchewan, Edwards Sch Business, PotashCorp Ctr, Room 277,25 Campus Dr, Saskatoon, SK S7N 5A7, Canada.
RP Newenham-Kahindi, A (reprint author), Univ Saskatchewan, Edwards Sch Business, PotashCorp Ctr, Room 277,25 Campus Dr, Saskatoon, SK S7N 5A7, Canada.
EM newenham-kahindi@edwards.usask.ca
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NR 52
TC 36
Z9 36
U1 0
U2 0
PU SAGE PUBLICATIONS INC
PI THOUSAND OAKS
PA 2455 TELLER RD, THOUSAND OAKS, CA 91320 USA
SN 1470-5958
EI 1741-2838
J9 INT J CROSS CULT MAN
JI Int. J. Cross Cult. Manag.
PD APR
PY 2009
VL 9
IS 1
BP 87
EP 108
DI 10.1177/1470595808101157
PG 22
WC Management
SC Business & Economics
GA VF2YT
UT WOS:000442441700005
DA 2020-02-20
ER

PT J
AU Vanniarajan, T
   Jothimurugan, T
AF Vanniarajan, T.
   Jothimurugan, T.
TI THE IMPACT OF SERVICE QUALITY DIMENSIONS ON CONSUMERS BEHAVIOURAL
   INTENTION IN RURAL BANKING
SO GURUKUL BUSINESS REVIEW-GBR
LA English
DT Article
AB Although numerous studies emphasize the importance of service quality in commercial banking, the study on rural consumer behaviour in services marketing has been inadequately captured by previous empirical research. The purpose of this paper is to examine the quality of services in rural banking and its impact on customer satisfaction and their behavioural intention.
   The study proposes a new model for assessing the impact of quality in rural banking on customer satisfaction and their behavioural intention based on SERVPERF scale. A comprehensive scale will be developed to measure the quality of services, customer satisfaction and behavioural intention. The study reveals that the important discriminant quality factors among lower income and higher income crops in rural banking are service quality and functional quality. The highly influencing quality dimensions on the customer satisfaction and behavioural intention are service quality and personnel quality. Hence the study declares the importance of internal service quality (personnel quality) to deliver the better service quality to their customers and makes them as satisfied. By that customers satisfaction, the bankers can create positive behaviour intention among their customers.
C1 [Vanniarajan, T.] NMSSVN Coll, Business Adm, Madurai, Tamil Nadu, India.
   [Jothimurugan, T.] KLN Coll Engn, Dept Management Studies, Madurai, Tamil Nadu, India.
RP Vanniarajan, T (reprint author), NMSSVN Coll, Business Adm, Madurai, Tamil Nadu, India.
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NR 56
TC 0
Z9 0
U1 0
U2 0
PU GURUKUL KANGRI UNIV, FAC MANAGEMENT STUDIES
PI HARDWAR
PA REGISTRAR, GURUKUL KANGRI UNIV, GURUKULA KANGRI VISHWAVIDYALAYA,
   HARDWAR, UTTARAKHAND 249 404, INDIA
SN 0973-1466
EI 0973-9262
J9 GURUKUL BUS REV-GBR
JI Gurukul Bus. Rev.-GBR
PD SPR
PY 2009
VL 5
BP 79
EP 91
PG 13
WC Business
SC Business & Economics
GA V5U4Z
UT WOS:000219950400011
DA 2020-02-20
ER

PT J
AU Lenka, U
   Suar, D
   Mohapatra, PKJ
AF Lenka, Usha
   Suar, Damodar
   Mohapatra, Pratap K. J.
TI Service Quality, Customer Satisfaction, and Customer Loyalty in Indian
   Commercial Banks
SO JOURNAL OF ENTREPRENEURSHIP
LA English
DT Article
AB This article examines whether service quality of Indian commercial banks increases customer satisfaction that fosters customer loyalty. Data were collected from 350 valued customers of scheduled commercial bank branches in Orissa (India). A questionnaire elicited information on socio-demographic variables along with human, technical, and tangible aspects of service quality, customer satisfaction, and loyalty. Results suggest that better human, technical and tangible aspects of service quality of the bank branches increase customer satisfaction. Human aspects of service quality were found to influence customer satisfaction more than the technical and tangible aspects. Customer satisfaction furthers customer loyalty. Increase in service quality of the banks can satisfy and retain customers. In the Indian banking sector, human aspects are more important than technical and tangible aspects of service quality that influence customer satisfaction and promote and enhance customer loyalty.
C1 [Lenka, Usha; Suar, Damodar] IIT Kharagpur, Dept Human & Social Sci, Kharagpur, W Bengal, India.
   [Mohapatra, Pratap K. J.] IIT Kharagpur, Dept Ind Engn & Management, Kharagpur, W Bengal, India.
RP Lenka, U (reprint author), IIT Kharagpur, Dept Human & Social Sci, Kharagpur, W Bengal, India.
OI Suar, Damodar/0000-0001-6766-5451; LENKA, USHA/0000-0003-4728-0559
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NR 30
TC 29
Z9 29
U1 0
U2 0
PU SAGE PUBLICATIONS INDIA  PVT LTD
PI NEW DELHI
PA B-1-I-1 MOHAN CO-OPERATIVE INDUSTRIAL AREA, MATHURA RD, POST BAG NO 7,
   NEW DELHI 110 044, INDIA
SN 0971-3557
EI 0973-0745
J9 J ENTREP
JI J. Entrep.
PD MAR
PY 2009
VL 18
IS 1
BP 47
EP 64
DI 10.1177/097135570801800103
PG 18
WC Business
SC Business & Economics
GA VB3HH
UT WOS:000415403500003
DA 2020-02-20
ER

PT J
AU Ozdemir, S
   Trott, P
AF Ozdemir, Sena
   Trott, Paul
TI Exploring the adoption of a service innovation: A study of Internet
   banking adopters and non-adopters
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE Internet banking; adoption; adopter categories; Technology Acceptance
   Model; Turkey
AB Internet banking (IB) is the latest and most innovative service offered by the banks in Turkey. However, recent indicators regarding IB use in Turkey show that the majority of the Internet users have not adopted the service. The purpose of this paper is to examine the factors affecting the process of IB adoption and to characterise different IB adopter and non-adopter segments in Turkey. The paper adopted a multi-method approach employing qualitative and quantitative types of research. The findings showed that IB adopters and non-adopters have different perceptual, experience related, socioeconomic and situational characteristics. It was further revealed that besides the perceptual factors related to IB use, perceptual factors in relation to the banks in Turkey were also influential in IB adoption process. The paper applied an extended Technology Acceptance Model (TAM) with Diffusion of Innovation Theory and Theory of Perceived Risk to characterise different IB adopter and non-adopter categories. The paper provided a methodological contribution to the adoption literature by applying the TAM to the context of the Turkish bank market and studying the issue in a multi-method research format.
C1 [Ozdemir, Sena] Univ Strathclyde, Business Sch, Glasgow, Lanark, Scotland.
   [Trott, Paul] Univ Portsmouth, Business Sch, Portland St, Portsmouth PO1 3DE, Hants, England.
   [Trott, Paul] Delft Univ Technol, Innovat Entrepreneurship, Delft, Netherlands.
RP Trott, P (reprint author), Univ Portsmouth, Business Sch, Portland St, Portsmouth PO1 3DE, Hants, England.
EM Paul.Trott@port.ac.uk
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NR 56
TC 39
Z9 41
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD MAR
PY 2009
VL 13
IS 4
BP 284
EP 299
DI 10.1057/fsm.2008.25
PG 16
WC Business
SC Business & Economics
GA V74ZP
UT WOS:000211815200003
DA 2020-02-20
ER

PT J
AU Opoku, RA
   Atuobi-Yiadom, N
   Chong, CS
   Abratt, R
AF Opoku, Robert
   Atuobi-Yiadom, Nana
   Chong, Cathryn
   Abratt, Russell
TI The impact of internal marketing on the perception of service quality in
   retail banking: A Ghanaian case
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE banks; developing economies; Ghana; internal marketing; service quality
AB Although there is a large volume of literature on internal marketing, there is limited empirical evidence on its impact on the perception of service quality in developing nations. A literature review of internal marketing and service quality has been completed. A survey of 32 top managers, 100 employees and 200 external customers of a major bank in Ghana was undertaken to assess the impact of internal marketing on the perception of service quality. The results suggest that internal marketing can have an influence on service quality. Implications of the study are highlighted, limitations noted and directions for future research are outlined.
C1 [Opoku, Robert] King Fahd Univ Petr & Minerals, Coll Ind Management, Dept Management & Mkt, Mkt, Dhahran, Saudi Arabia.
   [Atuobi-Yiadom, Nana] Univ East Anglia, Mkt, Norwich, Norfolk, England.
   [Chong, Cathryn] Ghana Inst Management & Publ Adm, GIMPA Business Sch, Mkt Programme, Accra, Ghana.
   [Abratt, Russell] Nova Southeastern Univ Ft Lauderdale, Sch Business & Entrepreneurship, Mkt, Ft Lauderdale, FL 33314 USA.
RP Abratt, R (reprint author), Univ Witwatersrand, Wits Business Sch, Johannesburg, South Africa.
OI Opoku, Robert/0000-0002-7861-6302
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NR 82
TC 12
Z9 12
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD MAR
PY 2009
VL 13
IS 4
BP 317
EP 329
DI 10.1057/fsm.2008.26
PG 13
WC Business
SC Business & Economics
GA V74ZP
UT WOS:000211815200005
DA 2020-02-20
ER

PT J
AU Pal, MN
   Choudhury, K
AF Pal, Manabendra N.
   Choudhury, Koushiki
TI EXPLORING THE DIMENSIONALITY OF SERVICE QUALITY: AN APPLICATION OF
   TOPSIS IN THE INDIAN BANKING INDUSTRY
SO ASIA-PACIFIC JOURNAL OF OPERATIONAL RESEARCH
LA English
DT Article
DE Service quality; TOPSIS; banking; factors; dimensionality; performance
   evaluation; ranking
ID CONSUMER PERCEPTIONS; SCALE
AB The Indian banking industry is going through turbulent times. With the lowering of entry barriers and blurring product lines of banks and non-banks since the financial sector reforms, banks are functioning increasingly under competitive pressures. Hence, it is imperative that banks maintain a loyal customer base. In order to achieve this and improve their market positions, many retail banks are directing their strategies towards increasing customer satisfaction and loyalty through improved service quality. Moreover, with the advent of international banking and innovations in the marketplace, customers are having greater and greater difficulty in selecting one institution from another.
   Hence, to gain and sustain competitive advantages in the fast changing retail banking industry in India, it is crucial for banks to understand in-depth what customers perceive to be the key dimensions of service quality and to evaluate banks on these dimensions. This is because if service quality dimensions can be identified, service managers should be able to improve the delivery of customer perceived quality during the service process and have greater control over the overall outcome.
   The study suggests that customers distinguish four dimensions of service quality in the case of the retail banking industry in India, namely, customer-orientedness, competence, tangibles and convenience. A methodological innovation in this study has been in the use of TOPSIS in the field of customer-perceived service quality. TOPSIS has been used to evaluate and ranking the relative performance of the banks across the service quality dimensions. Identifying the underlying dimensions of the service quality construct and evaluating the performance of the banks across these factors is the first step in the definition and hence provision of quality service in the Indian retail banking industry.
C1 [Pal, Manabendra N.] Indian Inst Management Calcutta, Dept Mkt, Kolkata, W Bengal, India.
   Indian Inst Management Calcutta, Dept Operat Management, Kolkata, W Bengal, India.
RP Choudhury, K (reprint author), Indian Inst Management Calcutta, Dept Mkt, Kolkata, W Bengal, India.
EM koushikic@hotmail.com
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NR 22
TC 10
Z9 10
U1 0
U2 19
PU WORLD SCIENTIFIC PUBL CO PTE LTD
PI SINGAPORE
PA 5 TOH TUCK LINK, SINGAPORE 596224, SINGAPORE
SN 0217-5959
EI 1793-7019
J9 ASIA PAC J OPER RES
JI Asia Pac. J. Oper. Res.
PD FEB
PY 2009
VL 26
IS 1
BP 115
EP 133
DI 10.1142/S0217595909002110
PG 19
WC Operations Research & Management Science
SC Operations Research & Management Science
GA 429AR
UT WOS:000264893700006
DA 2020-02-20
ER

PT J
AU Oleksiak, M
AF Oleksiak, Monika
TI Satisfaction Drivers in Retail Banking: Comparison of Partial Least
   Squares and Covariance Based Methods
SO CENTRAL EUROPEAN JOURNAL OF ECONOMIC MODELLING AND ECONOMETRICS
LA English
DT Article
DE satisfaction; loyalty; customer satisfaction index models; banking
   sector; structural equation models with latent variables; structural
   equations modeling; partial least squares; covariance based methods
AB The primary goal of the study is to diagnose satisfaction and loyalty drivers in Polish retail banking sector. The problem is approached with Customer Satisfaction Index (CSI) models, which were developed for national satisfaction studies in the United States and European countries. These are multiequation path models with latent variables. The data come from a survey on Poles' usage and attitude towards retail banks, conducted quarterly on a representative sample. The model used in the study is a compromise between author's synthesis of national CSI models and the data constraints.
   There are two approaches to the estimation of the CSI models: Partial Least Squares - used in national satisfaction studies and Covariance Based Methods (SEM, Lisrel). A discussion is held on which of those two methods is better and in what circumstances. In this study both methods are used. Comparison of their performance is the secondary goal of the study.
C1 [Oleksiak, Monika] Warsaw Sch Econ, Warsaw, Poland.
RP Oleksiak, M (reprint author), Warsaw Sch Econ, Warsaw, Poland.
EM moleksiak@gmail.com
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   Chin W. W., 1995, TECHNOLOGY STUDIES 2
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NR 15
TC 0
Z9 1
U1 0
U2 0
PU POLISH ACADEMY SCIENCES-LODZ BRANCH
PI LODZ
PA PIOTRKOWSKA STR 137-139, LODZ, 90-434, POLAND
SN 2080-0886
EI 2080-119X
J9 CENT EUR J ECONOM MO
JI Cent. Eur. J. Econom. Model. Econom.
PY 2009
VL 1
IS 1
BP 83
EP 102
PG 20
WC Economics
SC Business & Economics
GA V5G0S
UT WOS:000219575300006
DA 2020-02-20
ER

PT J
AU Lii, YS
AF Lii, Yuan-shuh
TI A model of customer e-loyalty in the online banking
SO ECONOMICS BULLETIN
LA English
DT Article
AB With the rapid growth of online banking, it has been reinforced that companies need to build and maintain loyal customers. This study models e-loyalty as the endogenous variable that includes three exogenous variables (website quality, corporate image and perceived social presence) and two mediating variables (satisfaction and trust). The model was empirically tested using data collected from an online survey of Internet forums based in Indonesia. Using structural equation modeling, the results of statistical analysis show that the model is an adequate fit to the data. All the causal relationships in this model were found to be significant. We discuss some interesting results and provide several implications for those banks which want to enhance loyalty of e-banking customers.
C1 [Lii, Yuan-shuh] Feng Chia Univ, Coll Business, Taichung, Taiwan.
RP Lii, YS (reprint author), Feng Chia Univ, Coll Business, Taichung, Taiwan.
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   Strauss J., 2001, E MARKETING
   Treiblmaier H., 2006, J ELECTRON COMMER RE, V7, P97, DOI DOI 10.2139/SSRN.2585491
   Wirtz J, 1999, J BUS RES, V44, P55, DOI 10.1016/S0148-2963(97)00178-1
   Yang Z., 2001, MARK HEALTH SERV, V21, P5
   Yoo Y, 2001, MIS QUART, V25, P371, DOI 10.2307/3250922
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   Zins AH, 2001, INT J SERV IND MANAG, V12, P269, DOI 10.1108/EUM0000000005521
NR 58
TC 0
Z9 0
U1 0
U2 0
PU ECONOMICS BULLETIN
PI NASHVILLE
PA C/O JOHN CONLEY, DEPT ECONOMICS, 414 CALHOUN HALL, NASHVILLE, TN 37235
   USA
SN 1545-2921
J9 ECON BULL
JI Econ. Bull.
PY 2009
VL 29
IS 2
PG 12
WC Economics
SC Business & Economics
GA V1P5G
UT WOS:000217117100039
DA 2020-02-20
ER

PT J
AU Herington, C
   Weaven, S
AF Herington, Carmel
   Weaven, Scott
TI E-retailing by banks: e-service quality and its importance to customer
   satisfaction
SO EUROPEAN JOURNAL OF MARKETING
LA English
DT Article
DE Virtual banking; Customer satisfaction; Customer services quality
ID MULTIPLE-ITEM SCALE; DETERMINANTS
AB Purpose - The purpose of this paper is to explore the measurement of e-service quality for e-retail banking, the importance of e-service quality dimensions to e-retail bank customers, and the relationship between c-service quality and customer satisfaction.
   Design/methodology/approach - Results are drawn from a self-completed survey of a convemence sample of 200 Australian respondents who regularly use online banking facilities Factor analysis and regression analysis are used to ascertain factor structure and determine the impact of e-service quality dimensions oil satisfaction.
   Findings - A four-factor solution (E-ServQual) represented by "personal needs", "site organisation", "user-friendliness" and "efficiency" is found, with all factors rated as important. E-ServQual is found to be a predictor of overall customer satisfaction with banking performance. but "efficiency" is not found to be predictive. Overall satisfaction is lower than overall e-service quality
   Research limitations/implications - The Australian sample limits generalisability. Future research should investigate the importance of human interaction in the provision of quality service, re-test the developed measure with new data, explore the e-service quality construct further, and investigate its relationship with customer satisfaction and the exposed "unknown" negative influences on customer satisfaction, in other international settings
   Originality/value - The paper informs knowledge gaps related to the measurement and structure of e-service quality, its importance and impact on customer satisfaction A more holistic measure of e-service quality IS Supported Good e-service performance impacts customer Satisfaction positively, but dues not override unsatisfactory performance in other areas. Banks need to be mindful that online service provision is not sufficient for ensuring customer satisfaction with their overall service.
C1 [Herington, Carmel; Weaven, Scott] Griffith Univ, Dept Mkt, Griffith Business Sch, Gold Coast, Australia.
   [Weaven, Scott] Griffith Univ, Asia Pacific Ctr Franchising Excellence, Gold Coast, Australia.
RP Herington, C (reprint author), Griffith Univ, Dept Mkt, Griffith Business Sch, Gold Coast, Australia.
EM c.herington@griffith.edu.au
CR Al-Hawari M, 2006, MARK INTELL PLAN, V24, P127, DOI 10.1108/02634500610653991
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NR 31
TC 52
Z9 53
U1 4
U2 61
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0309-0566
EI 1758-7123
J9 EUR J MARKETING
JI Eur. J. Market.
PY 2009
VL 43
IS 9-10
BP 1220
EP 1231
DI 10.1108/03090560910976456
PG 12
WC Business
SC Business & Economics
GA 512DT
UT WOS:000271224600009
DA 2020-02-20
ER

PT J
AU Dirani, KM
AF Dirani, Khalil M.
TI Measuring the learning organization culture, organizational commitment
   and job satisfaction in the Lebanese banking sector
SO HUMAN RESOURCE DEVELOPMENT INTERNATIONAL
LA English
DT Article
DE learning organization; job satisfaction; organizational commitment;
   social patterns; international human resource development
AB The growing interest developed around the learning organization concept and its impact on work-related outcomes in the West has not been matched yet in other parts of the world. The purpose of this quantitative study was to identify the relationships among the learning organization culture, employee job satisfaction and organizational commitment in the Lebanese banking sector. Results showed positive and significant correlations among the different variables but no interaction effect of the Lebanese social patterns.
C1 [Dirani, Khalil M.] Univ Georgia, Dept Lifelong Educ Adm & Policy, 403 Rivers Crossing,850 Coll Stn, Athens, GA 30602 USA.
RP Dirani, KM (reprint author), Univ Georgia, Dept Lifelong Educ Adm & Policy, 403 Rivers Crossing,850 Coll Stn, Athens, GA 30602 USA.
EM dirani@uga.edu
RI Dirani, Khalil/D-9829-2016
OI Dirani, Khalil/0000-0003-4137-5872
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NR 66
TC 39
Z9 40
U1 0
U2 0
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 1367-8868
EI 1469-8374
J9 HUM RESOUR DEV INT
JI Hum. Resour. Dev. Int.
PY 2009
VL 12
IS 2
BP 189
EP 208
DI 10.1080/13678860902764118
PG 20
WC Management
SC Business & Economics
GA V88CP
UT WOS:000212701800006
DA 2020-02-20
ER

PT J
AU Aldas-Manzano, J
   Lassala-Navarre, C
   Ruiz-Mafe, C
   Sanz-Blas, S
AF Aldas-Manzano, Joaquin
   Lassala-Navarre, Carlos
   Ruiz-Mafe, Carla
   Sanz-Blas, Silvia
TI The role of consumer innovativeness and perceived risk in online banking
   usage
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Risk assessment; Virtual banking; Consumers
AB Purpose - The purpose of this paper is to analyse how consumer innovativeness can be used as a variable to positively influence internet banking adoption both directly and reducing consumer perceived risk.
   Design/methodology/approach - The impact of innovativeness and risk on internet banking adoption has been tested through structural equation modelling techniques. The sample consists of 511 Spanish internet banking services users accessed through an internet survey. Risk has been measured as a formative construct.
   Findings - Results reveals consumer innovativeness as a key construct to improve e-banking adoption both directly and by its effective role in reducing consumer risk perception of using internet channel in the financial services context. Practical implications -
   Practical guidelines are provided to bank managers on how to use consumer innovativeness level as a segmentation variable to increase the use of internet banking among actual customers who are non users or light users of the electronic channel.
   Originality/value - There is a lack of studies which connect consumer innovativeness and perceived risk in the electronic commerce context and specially on e- banking research. Formative configuration of risk is quite an innovative approach to measure this construct.
C1 [Aldas-Manzano, Joaquin] Univ Valencia & Ivie, Fac Econ, Dept Mkt, Valencia, Spain.
   [Lassala-Navarre, Carlos] Univ Valencia, Fac Econ, Dept Finance, Valencia, Spain.
   [Ruiz-Mafe, Carla; Sanz-Blas, Silvia] Univ Valencia, Fac Econ, Dept Mkt, Valencia, Spain.
RP Aldas-Manzano, J (reprint author), Univ Valencia & Ivie, Fac Econ, Dept Mkt, Valencia, Spain.
EM joaquin.aldas@uv.es
RI Aldas-Manzano, Joaquin/K-7566-2017; ruiz-mafe, carla/C-7166-2019;
   Sanz-Blas, Silvia/E-5102-2015
OI Aldas-Manzano, Joaquin/0000-0001-8327-6640; Sanz-Blas,
   Silvia/0000-0001-6313-3167; ruiz mafe, carla/0000-0002-5051-868X
FU Spanish Ministry of Education and Science - FEDEREuropean Union (EU)
   [SEJ2005-02776];  [GVPRE/2008/380]
FX Joaquin Aldas-Manzano acknowledges the financial support of the research
   project of the Spanish Ministry of Education and Science - FEDER
   (SEJ2005-02776). Financial support from GVPRE/2008/380 project is also
   acknowledged.
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NR 104
TC 100
Z9 100
U1 0
U2 1
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2009
VL 27
IS 1
BP 53
EP 75
DI 10.1108/02652320910928245
PG 23
WC Business
SC Business & Economics
GA V0P8K
UT WOS:000216449300004
DA 2020-02-20
ER

PT J
AU Al-Eisa, AS
   Alhemoud, AM
AF Al-Eisa, Abdulkarim S.
   Alhemoud, Abdulla M.
TI Using a multiple-attribute approach for measuring customer satisfaction
   with retail banking services in Kuwait
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Customer satisfaction; Banking; Kuwait; Service quality assurance
ID SWITCHING COSTS; PROFIT CHAIN; QUALITY; PERCEPTIONS; ITEM; DETERMINANTS;
   EXPECTATIONS; ANTECEDENTS; COMMITMENT; FRAMEWORK
AB Purpose - The purpose of this paper is to attempt to identify the most salient attributes that influence customer satisfaction with retail banks in Kuwait and to determine the level of the overall satisfaction of the customers of these banks.
   Design/methodology/approach - A multiple-attribute approach proposed by Shin and Elliott in 2001 was employed. This approach was applied in the analysis of data collected from a convenient sample of 863 actual customers of retail banks in Kuwait.
   Findings - The most crucial attributes for predicting customer satisfaction with retail banks in Kuwait were fast service, courtesy and helpfulness of employees and availability of self-banking services. The vast majority of the customers of retail banks in Kuwait (nearly 81 percent) are either satisfied or very satisfied with the services of their banks.
   Research limitations/implications - A number of very important attributes, such as those related to loans and credit cards, were not examined due to social reasons. The unavailability of lists of existing customers and their contacts made it not possible to draw a random sample from the target population of this study.
   Practical implications - To maintain a competitive edge in the market, the managers of retail banks in Kuwait need to be updated about technological advances and to invest in those that satisfactorily enhance technology-based encounters with their customers. These managers also need to focus on minimizing encounter failures in service delivery. For a retail bank in Kuwait, sufficient recovery efforts are needed so that dissatisfied customers do not end up defecting.
   Originality/value - Use of a single-item approach to measure customer satisfaction is common. This approach has been shown to suffer from inherent drawbacks, rendering its practical utility questionable. To the best of the authors' knowledge, the present study represents the first attempt to apply Shin and Elliott's multiple-attribute methodology to retail banking services in a different culture.
C1 [Al-Eisa, Abdulkarim S.] Arab Open Univ, Fac Business Studies, Kuwait, Kuwait.
   [Alhemoud, Abdulla M.] Amer Univ Sharjah, Sch Business & Management, Sharjah, U Arab Emirates.
RP Alhemoud, AM (reprint author), Amer Univ Sharjah, Sch Business & Management, Sharjah, U Arab Emirates.
EM alhemoud@yahoo.com
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NR 67
TC 26
Z9 26
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2009
VL 27
IS 4
BP 294
EP 314
DI 10.1108/02652320910968368
PG 21
WC Business
SC Business & Economics
GA V0P9P
UT WOS:000216452400005
DA 2020-02-20
ER

PT J
AU Dash, S
   Bruning, E
   Acharya, M
AF Dash, Satyabhusan
   Bruning, Ed
   Acharya, Manaswini
TI The effect of power distance and individualism on service quality
   expectations in banking A two-country individual- and national-cultural
   comparison
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Banking; Customer services quality; National cultures; Consumer
   behaviour; Canada; India
ID MODEL
AB Purpose - The purpose of this paper is to investigate the relationship between Canadian and Indian consumers' national cultural orientations and banking service quality expectations. Using two of Hofstede's five cultural dimensions operationalized at the individual level, and five dimensions of service quality from Parasuraman et al.'s SERVQUAL scale, the aim is to develop and test hypotheses relating national culture values to service quality expectations.
   Design/methodology/approach - The study is quantitative in nature, using surveys (online and written) from respondents in Canada and India. Data were analyzed using dummy variable regression and structural equation modeling.
   Findings - The results show that the importance of various SERVQUAL dimensions is related to Hofstede's power distance and individualism cultural dimensions both at the individual and national levels. More specifically, consumers low on power distance expect highly responsive and reliable service. High power distance customers attach higher importance to tangible service attributes. Consumers high on individualism expect lower empathy and assurance from service providers. Furthermore, Indian consumers attach higher importance to tangible attributes, whereas Canadian consumers find service reliability more important. However, differences in overall service quality expectations are not significantly different across the two countries.
   Practical implications - The results suggest that managers must be aware of the cultural values of the buyer/client in order to fully understand the most effective means of establishing and nurturing the service delivery process and, consequently, establishing service quality expectations. Banks will be more successful when service delivery is in tune with cultural imperatives, particularly sub-group cultural imperatives.
   Originality/value - The study provides an original insight into the manner in which national culture impacts on service quality expectations. Furthermore, the study identifies individual sub-cultural influences that shape service quality expectations.
C1 [Dash, Satyabhusan] Indian Inst Management, Lucknow, Uttar Pradesh, India.
   [Bruning, Ed] Univ Manitoba, IH Asper Sch Business, Winnipeg, MB, Canada.
   [Acharya, Manaswini] Mudra Inst Commun, Ahmadabad, Gujarat, India.
RP Bruning, E (reprint author), Univ Manitoba, IH Asper Sch Business, Winnipeg, MB, Canada.
EM ebrunng@cc.umanitoba.ca
FU Department of Foreign Affairs and International Trade, Government of
   Canada; Shastri Indo-Canadian Institute
FX The authors gratefully acknowledge the financial support for this study
   from the Department of Foreign Affairs and International Trade,
   Government of Canada, and the Shastri Indo-Canadian Institute.
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NR 56
TC 27
Z9 27
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2009
VL 27
IS 5
BP 336
EP 358
DI 10.1108/02652320910979870
PG 23
WC Business
SC Business & Economics
GA V0Q0A
UT WOS:000216453500001
DA 2020-02-20
ER

PT J
AU Poolthong, Y
   Mandhachitara, R
AF Poolthong, Yaowalak
   Mandhachitara, Rujirutana
TI Customer expectations of CSR, perceived service quality and brand effect
   in Thai retail banking
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Corporate social responsibility; Banking; Perception; Brand image;
   Thailand
ID CORPORATE SOCIAL-RESPONSIBILITY; TRUST; LOYALTY; SATISFACTION;
   PERFORMANCE; CONSUMERS; COMMITMENT; COMPANY; IMPACT
AB Purpose - This paper aims to explore how social responsibility initiatives can influence perceived service quality and brand effect from the perspective of retail banking customers in Bangkok, Thailand. The paper also aims to examine the impact of trust as a mediating variable between perceived service quality and brand effect.
   Design/methodology/approach - The study is quantitative in nature, using the responses of 275 bank customers to a closed-end questionnaire administered on a face-to-face basis by trained fieldworkers. The data analysis is performed by partial least squares (PLS), a second generation statistical SEM variance-based modeling technique.
   Findings - The results of the study demonstrate how corporate social responsibility (CSR) initiatives influence service quality perceptions and also examine CSR's impact on trust and affective attitudes of customers towards their banks. The study's hypothesized relationships were principally supported, i. e. perceived service quality is positively associated with brand effect mediated by trust. CSR initiatives play an important role in perceived service quality, which in turn, influences trust and brand effect. Finally, CSR is shown to be directly related to brand effect.
   Research limitations/implications - While the results are clear and have strong salience to the retail banking industry in Thailand, applications of the findings beyond Thailand should take into account other factors such as the nature of retail banking industry, the perception, behavior and demographics of retail banking customers as well as the strategic focus of retail banking toward CSR.
   Practical implications - The study provides a set of findings relating to CSR initiatives that could be readily incorporated into a bank's corporate plan.
   Originality/value - To the authors' knowledge, their study proposes an exhaustive review of CSR activities a company could use to best match its stakeholders' interests. Also the paper demonstrates the contribution of advanced modeling methodology to understanding key relationships in the financial services sector.
C1 [Poolthong, Yaowalak] Bank Ayudhya Publ Co Ltd, Bangkok, Thailand.
   [Mandhachitara, Rujirutana] Penn State Univ, Business, New Kensington, PA 16802 USA.
RP Mandhachitara, R (reprint author), Penn State Univ, Business, New Kensington, PA 16802 USA.
EM rum20@psu.edu
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NR 82
TC 88
Z9 90
U1 0
U2 2
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2009
VL 27
IS 6
BP 408
EP 427
DI 10.1108/02652320910988302
PG 20
WC Business
SC Business & Economics
GA V0Q0F
UT WOS:000216454000001
DA 2020-02-20
ER

PT J
AU Lam, R
   Burton, S
   Lo, HP
AF Lam, Regan
   Burton, Suzan
   Lo, Hing-Po
TI Customer tradeoffs between key determinants of SME banking loyalty
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Banking; Customer loyalty; Pricing; Consumer behaviour; Customer
   relations; Hong Kong
ID CONSUMER SATISFACTION; RETENTION; QUALITY; MODELS; WALLET; CHOICE;
   SHARE; CONSEQUENCES; COMMITMENT; ATTITUDES
AB Purpose - The purpose of this study is to demonstrate a method for estimating the tradeoffs that banking customers make between different attributes of a service, thus allowing businesses to estimate the likely impact on customer loyalty of changes in different attributes of a service.
   Design/methodology/approach - The data were collected using a mail survey that was sent to small to medium-sized enterprise (SME) decision makers in Hong Kong. The data were then analyzed using a choice modeling approach in the form of ordinal logistic regression.
   Findings - Both affective components, such as relational bonds, and cognitive components, such as perceived service quality, are shown to influence customers' switching behavior. The specific tradeoffs that customers make between these attributes are also estimated.
   Research limitations/implications - This study is the first to quantify the effect of different variables on SME customer loyalty in a largely disloyal services sector. The study also demonstrates and quantifies the tradeoffs that customers make between various cognitive and affective attributes.
   Practical implications - The tradeoff analysis shows how improvement in one attribute can have an impact that is equivalent to a change in another attribute. This provides additional strategic options for financial services marketers to cost-effectively achieve a higher level of loyalty.
   Originality/value - The study is the first to show how choice modeling can be used to calculate the tradeoffs that customers make in their purchase decisions, thereby providing financial services marketers with an effective way to estimate the impact of alternative strategies on customer loyalty.
C1 [Lam, Regan; Lo, Hing-Po] City Univ Hong Kong, Kowloon Tong, Hong Kong, Peoples R China.
   [Burton, Suzan] Macquarie Univ, Sydney, NSW, Australia.
RP Lam, R (reprint author), City Univ Hong Kong, Kowloon Tong, Hong Kong, Peoples R China.
EM mkregan@cityu.edu.hk
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NR 82
TC 7
Z9 7
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2009
VL 27
IS 6
BP 428
EP 445
DI 10.1108/02652320910988311
PG 18
WC Business
SC Business & Economics
GA V0Q0F
UT WOS:000216454000002
DA 2020-02-20
ER

PT J
AU Berger, SC
AF Berger, Sven C.
TI Self-service technology for sales purposes in branch banking The impact
   of personality and relationship on customer adoption
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Self-service; Banking; Cashpoints; Consumer behaviour; Germany; Selling
   methods
ID READINESS; CONSUMER; DETERMINANTS; MODEL; PLS
AB Purpose - This article aims to explain the adoption of self-service technology with pro-active sales applications (automated teller machines or kiosk systems) in brick-and-mortar outlets with special respect to personality traits, relationship characteristics and previous online banking usage.
   Design/methodology/approach - A theoretical framework is proposed, extending well proven technology adoption models by moderating effects from personality traits and customer relationship characteristics. An empirical study using survey and customer account data from customers of a European retail bank assesses the usage antecedents, separately for adopters of online-banking and non-adopters.
   Findings - The study validates the framework and identifies relevant moderating effects.
   Research limitations/implications - The study was carried out solely in one country, but provides a starting point for more international research.
   Practical implications - The results call for a clear decision in the multi-channel strategy about which customer segment should be targeted, as previous online-banking adopters show different adoption behavior. The development and the communication of self-service technology (SST) should reflect the strong drivers of adoption and, e.g. use a socio-technical approach. Customer personality traits require increased attention, should be systematically recorded and may support individualized promotional campaigns for SST.
   Originality/value - The article is the first to explain the adoption of in-branch self-service applications for sales purposes and integrate the moderating effects of personality and relationship.
C1 [Berger, Sven C.] Goethe Univ Frankfurt, Frankfurt, Germany.
   [Berger, Sven C.] E Finance Lab, Frankfurt, Germany.
RP Berger, SC (reprint author), Goethe Univ Frankfurt, Frankfurt, Germany.
EM sberger@wiwi.uni-frankfurt.de
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NR 70
TC 11
Z9 11
U1 0
U2 1
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2009
VL 27
IS 7
BP 488
EP 505
DI 10.1108/02652320911002322
PG 18
WC Business
SC Business & Economics
GA V0Q0N
UT WOS:000216454800001
DA 2020-02-20
ER

PT J
AU Vrechopoulos, A
   Atherinos, E
AF Vrechopoulos, Adam
   Atherinos, Evagelos
TI Web banking layout effects on consumer behavioural intentions
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Virtual banking; Consumer behaviour; In-store layout; Buying behaviour;
   Design
AB Purpose - Elaborating on earlier research by Vrechopoulos et al., this paper aims to investigate web banking store layout effects on user-consumer behaviour and to report on a laboratory experimental investigation into user acceptance of three different layout types.
   Design/methodology/approach - A web banking store was developed in three versions equal to the number of the alternative layouts manipulated by the laboratory experimental design. Two layout types were transformed from conventional banking and one type was designed by incorporating users' preferences and suggestions. The relationships in technology acceptance model (TAM) in the three treatments are tested separately, and then the subjects' evaluations on TAM constructs are compared.
   Findings - The findings imply that store layout affects online consumer behaviour, confirming the findings of Vrechopoulos et al. in a different sector. The study also confirms the TAM relationships in all treatments and indicates that layout has an effect on user acceptance of web banking in terms of TAM constructs.
   Research limitations/implications - This study confirms the available knowledge regarding a store layout's influencing role on consumer behaviour in the context of web commerce.
   Practical implications - Direct managerial implications for web banking are provided through the design of the "improved future" layout, which is depicted in the form of an abstract interface design.
   Originality/value - The paper adopts an innovative conclusive causal research design towards testing the research hypotheses. To that end, an experimental application was developed in the laboratory and the research hypotheses were "packed-up" with references from different disciplines (i.e. marketing and information systems) providing through that an interdisciplinary nature on the present study.
C1 [Vrechopoulos, Adam; Atherinos, Evagelos] Athens Univ Econ & Business, ELTRUN Res Ctr, Dept Management Sci & Technol, Athens, Greece.
RP Vrechopoulos, A (reprint author), Athens Univ Econ & Business, ELTRUN Res Ctr, Dept Management Sci & Technol, Athens, Greece.
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NR 68
TC 7
Z9 8
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2009
VL 27
IS 7
BP 524
EP 546
DI 10.1108/02652320911002340
PG 23
WC Business
SC Business & Economics
GA V0Q0N
UT WOS:000216454800003
DA 2020-02-20
ER

PT J
AU Khan, MS
   Mahapatra, SS
   Sreekumar
AF Khan, Mohammed Sadique
   Mahapatra, Siba Sankar
   Sreekumar
TI Service quality evaluation in internet banking: an empirical study in
   India
SO INTERNATIONAL JOURNAL OF INDIAN CULTURE AND BUSINESS MANAGEMENT
LA English
DT Article
DE e-banking; internet banking; i-banking; customer's perspective; service
   quality
AB This study aims at evaluating the service quality of internet banking (i-banking) services in India from customer's perspective. A structured questionnaire containing 44 quality items is administered to various target groups. Seven quality dimensions, viz. reliability, accessibility, user-friendliness, privacy/security, efficiency, responsiveness and fulfilment, are identified based on principal component factor analysis. Demographic analysis of data reveals that gender is hardly a bias for use and evaluation of service quality of i-banking in most of the cases across various categories of customers. A valid mathematical model is proposed to assess the overall service quality using regression analysis. The results show that customers are satisfied with quality of service on four dimensions such as reliability, accessibility, privacy/security, responsiveness and fulfilment, but least satisfied with the 'user-friendliness' dimension. The empirical findings not only prioritise different parameters but also provide guidelines to bankers to focus on the parameters on which they need to improve.
C1 [Khan, Mohammed Sadique; Mahapatra, Siba Sankar] Natl Inst Technol, Dept Mech Engn, Rourkela 769008, Orissa, India.
   [Sreekumar] Rourkela Inst Management Studies, Rourkela 7690015, Orissa, India.
RP Mahapatra, SS (reprint author), Natl Inst Technol, Dept Mech Engn, Rourkela 769008, Orissa, India.
EM msk66@rediffmail.com; mahapatrass2003@yahoo.com;
   sreekumar42003@yahoo.com
RI Mahapatra, Siba Sankar/O-4447-2017
OI Mahapatra, Siba Sankar/0000-0002-9733-4685
CR Arunachalam L., 2007, ACAD OPEN INTERNET J, V20
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NR 26
TC 34
Z9 34
U1 2
U2 2
PU INDERSCIENCE ENTERPRISES LTD
PI GENEVA
PA WORLD TRADE CENTER BLDG, 29 ROUTE DE PRE-BOIS, CASE POSTALE 856, CH-1215
   GENEVA, SWITZERLAND
SN 1753-0806
EI 1753-0814
J9 INT J INDIAN CULT BU
JI Int. J. Indian Cult. Bus. Manag.
PY 2009
VL 2
IS 1
BP 30
EP 46
DI 10.1504/IJICBM.2009.021596
PG 17
WC Business
SC Business & Economics
GA VD3AX
UT WOS:000436621400003
DA 2020-02-20
ER

PT J
AU Hossain, M
   Leo, S
AF Hossain, Mohammed
   Leo, Shirley
TI Customer perception on service quality in retail banking in Middle East:
   the case of Qatar
SO INTERNATIONAL JOURNAL OF ISLAMIC AND MIDDLE EASTERN FINANCE AND
   MANAGEMENT
LA English
DT Article
DE Customer services quality; Customer satisfaction; User studies; Banking;
   Qatar
AB Purpose - The purpose of this paper is to evaluate the service quality in retail banking in the Middle East in general, and Qatar in particular, based on different levels of customers' perception regarding service quality.
   Design/methodology/approach - This is an analytical study based mainly on the primary data collected through a scientifically developed questionnaire. The questionnaire have been personally administered on a sample size of 120, chosen on a convenient basis from four Qatari banks, i.e. Qatar National Bank, Doha Bank, Qatar International Islamic Bank, and Arab Bank. The questionnaire has been designed on the basis of the study of previous scholars such as Berry et al., Parasuraman et al., Zeithaml and Bitner, and Stafford.
   Findings - The result indicates that customers' perception is highest in the tangibles area and lowest in the competence area.
   Practical implications - In order to achieving higher levels of quality service in retail banking, banks should deliver higher levels of service quality and in the present context customers' perceptions are highest in the level of infrastructure facilities of the bank, followed by timing of the bank, and return on deposit. Owing to the increasing competition in retail banking, customer service is an important part and bank managers should be rethinking how to improve customer satisfaction with respect to service quality.
   Originality/value - This paper makes a useful contribution given that there are only a few studies dealing with the assessment of service quality in banking environments.
C1 [Hossain, Mohammed; Leo, Shirley] Qatar Univ, Coll Business & Econ, Dept Accounting & Informat Syst, Doha, Qatar.
RP Hossain, M (reprint author), Qatar Univ, Coll Business & Econ, Dept Accounting & Informat Syst, Doha, Qatar.
EM m.hossain@qu.edu.qa
OI Hossain, Mohammed/0000-0003-0009-3094
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NR 46
TC 27
Z9 27
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1753-8394
EI 1753-8408
J9 INT J ISLAMIC MIDDLE
JI Int.J. Islamic Middle Eastern Finance Manag.
PY 2009
VL 2
IS 4
BP 338
EP 350
DI 10.1108/17538390911006386
PG 13
WC Business, Finance; Management
SC Business & Economics
GA V12WB
UT WOS:000214374800006
DA 2020-02-20
ER

PT J
AU Cronje, T
AF Cronje, Tom
TI Technological banking services and operating costs
SO JASSA-THE FINSIA JOURNAL OF APPLIED FINANCE
LA English
DT Article
DE technological banking service; branch networks; costs, fees and income
AB The provision of technological banking services to customers has been viewed as a crucial means of reducing banks' operating costs in terms of traditional branches and staffing. However, the findings of this paper contradict the expectation that technological banking progress will improve the ratio of staff costs to overhead expenses for all Authorised Deposit-taking Institutions (ADIs).
C1 Curtin Univ Technol, Sch Econ & Finance, Perth, WA 6845, Australia.
RP Cronje, T (reprint author), Curtin Univ Technol, Sch Econ & Finance, Perth, WA 6845, Australia.
EM Cronje@cbs.curtin.edu.au
CR *AUSTR PRUD REG AU, 2006, STAT ADI POINTS PRES
   *AUSTR PRUD REG AU, 2003, SUMM CHANN OFF BRANC
   *AUSTR PRUD REG AU, 2007, STAT ADI POINTS PRES
   *AUSTR PRUD REG AU, 2005, STAT ADI POINTS PRES
   *AUSTR PRUD REG AU, 2008, MONTHL BANK STAT SEP
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   PITRE V, 2003, BUSINESSLINE CH 0903, P1
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   SCHNEIDERS B, 2008, BUSINESS DAY    1114
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   UNNITHAN CR, 2002, COLLECTER
NR 15
TC 0
Z9 0
U1 0
U2 2
PU FINSIA
PI SYDNEY NSW
PA PO BOX H99, AUSTRALIA SQ, SYDNEY NSW, 1215, AUSTRALIA
SN 0313-5934
J9 JASSA
JI JASSA
PY 2009
IS 2
BP 34
EP 39
PG 6
WC Business, Finance
SC Business & Economics
GA 467LH
UT WOS:000267739900008
DA 2020-02-20
ER

PT J
AU Al-Hawari, M
   Ward, T
   Newby, L
AF Al-Hawari, Mohammad
   Ward, Tony
   Newby, Leonce
TI The relationship between service quality and retention within the
   automated and traditional contexts of retail banking
SO JOURNAL OF SERVICE MANAGEMENT
LA English
DT Article
DE Australia; Customer retention; Automation; Services; Retailing; Banking
ID CUSTOMER SATISFACTION; TECHNOLOGY; LOYALTY; ENCOUNTERS; BEHAVIOR
AB Purpose - The main purpose of this paper is to highlight the significance of service quality factors on customer retention within the Australian traditional and automated banking contexts.
   Design/methodology/approach - The relative importance of traditional and automated service quality factors on customer retention was examined with the intention of determining which indicator factors are likely to have a significant impact on customer retention. The paper then proposes a conceptual model of the relationship between service quality factors within the two contexts and customer retention. AMOS 5 was used to test for the hypothesized relationships.
   Findings - All of the traditional service quality factors have positively influenced customer retention. Conversely, this paper finds that automated service quality in general has no positive significant influence on customer retention.
   Research limitations/implications - This research was applied to the financial institutions in Queensland, Australia. Further testing of the proposed conceptual model across different industries and countries is needed to determine the generalisability and consistency of this study's findings.
   Practical implications - The proposed model of retention prediction has the potential to help Australian bank managers to strengthen the customer-bank relationship and, ultimately, to enhance customer retention ratios.
   Originality/value - The key contribution of this paper is a conceptualisation of customer retention predictors that takes into account both traditional and automated service customer interactions with banks.
C1 [Al-Hawari, Mohammad] Sharjah Univ, Fac Business Adm, Management Mkt & Publ Adm Dept, Sharjah, U Arab Emirates.
   [Ward, Tony; Newby, Leonce] Cent Queensland Univ, Rockhampton, Australia.
RP Al-Hawari, M (reprint author), Sharjah Univ, Fac Business Adm, Management Mkt & Publ Adm Dept, Sharjah, U Arab Emirates.
EM malhawari@sharjah.ac.ae
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NR 67
TC 34
Z9 34
U1 0
U2 21
PU EMERALD GROUP PUBLISHING LIMITED
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1757-5818
J9 J SERV MANAGE
JI J. Serv. Manage.
PY 2009
VL 20
IS 3-4
BP 455
EP 472
DI 10.1108/09564230910978539
PG 18
WC Management
SC Business & Economics
GA 487JL
UT WOS:000269269000012
DA 2020-02-20
ER

PT J
AU Lee, J
   Morrin, M
   Lee, J
AF Lee, Jonathan
   Morrin, Maureen
   Lee, Janghyuk
TI Managing adoption barriers in integrated banking services
SO JOURNAL OF SERVICES MARKETING
LA English
DT Article
DE Banking; Innovation; Market segmentation; Consumer behaviour
ID INFORMATION; MODELS
AB Purpose - Service organizations such as retail banks are attempting to increase their customers' lifetime value through the introduction of service innovations such as integrated banking. To date, these efforts have met with mixed success. This research proposes that strategic consideration of barriers to adoption can significantly alter and enhance the effectiveness of segmentation and communication efforts for service innovations.
   Design/methodology/approach - The paper utilizes a latent class regression with concomitant variables on a large-scale multinational consumer survey (n = 2, 702).
   Findings - The results demonstrate that incorporating barriers to adoption significantly alters the segments into which customers are classified, resulting in improved model fit and out-of-sample prediction.
   Originality/value - Future innovations will present other types of barrier. The authors show here that marketers can benefit from managing perceived barriers instead of directly analyzing consumer demographics.
C1 [Lee, Jonathan] Calif State Univ Long Beach, Coll Business Adm, Long Beach, CA 90840 USA.
   [Morrin, Maureen] Rutgers State Univ, Sch Business Camden, Camden, NJ 08102 USA.
   [Lee, Janghyuk] Korea Univ, Sch Business, Seoul, South Korea.
RP Lee, J (reprint author), Calif State Univ Long Beach, Coll Business Adm, Long Beach, CA 90840 USA.
EM jlee6@csulb.edu
RI Morrin, Maureen/F-2010-2011
CR Agrawal J., 1994, INT J RES MARK, V11, P451
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NR 23
TC 3
Z9 3
U1 0
U2 4
PU EMERALD GROUP PUBLISHING LIMITED
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0887-6045
J9 J SERV MARK
JI J. Serv. Mark.
PY 2009
VL 23
IS 6-7
BP 508
EP 515
DI 10.1108/08876040910995293
PG 8
WC Business
SC Business & Economics
GA 531BH
UT WOS:000272637200012
DA 2020-02-20
ER

PT J
AU Silver, L
   Vegholm, F
AF Silver, Lars
   Vegholm, Fatima
TI The dyadic bank-SME relationship Customer adaptation in interaction,
   role and organisation
SO JOURNAL OF SMALL BUSINESS AND ENTERPRISE DEVELOPMENT
LA English
DT Article
DE Small to medium-sized enterprises; Banking; Communication
ID ACCOUNT MANAGER; SATISFACTION; IMPACT
AB Purpose - This paper aims to emphasise the theory of adaptation in the analysis of banks' ability to meet the needs of their SME customers. This analysis involves examining the interaction process between the two parties, determining how the role of bankers is perceived and studying how banks as organisations function.
   Design/methodology/approach - In the study a total of 60 interviews are conducted, of which 45 are conducted with SME owners. For this specific study, data drawn from in depth interviews conducted with SME owners and with bankers are presented.
   Findings - The following main factors affect the adaptation process and can help explain the difficulties of banks to adapt to their SME customers: the lack of communication and contact in the interaction process, the lack of knowledge and competence of individual bankers as regards their customers' specific businesses and the centralised and standardised system that prevails within the banking organisation. Also, in this study it is found that the organisational structure influences how individual bankers perceive themselves and their ability to adapt to the needs of SMEs, which in turn affects the individual bankers' adaptability when interacting with their SME customers.
   Originality/value - To the best of the authors' knowledge, adaptation has not been examined in relation to the concepts of interaction, role and organisation, or within the banking industry.
C1 [Silver, Lars; Vegholm, Fatima] Royal Inst Technol, Ctr Banking & Finance, Stockholm, Sweden.
RP Silver, L (reprint author), Royal Inst Technol, Ctr Banking & Finance, Stockholm, Sweden.
EM lars.silver@infra.kth.se
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NR 74
TC 11
Z9 11
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1462-6004
EI 1758-7840
J9 J SMALL BUS ENTERP D
JI J. Small Bus. Enterp. Dev.
PY 2009
VL 16
IS 4
BP 615
EP +
DI 10.1108/14626000911000956
PG 14
WC Business
SC Business & Economics
GA V79LQ
UT WOS:000212116900006
DA 2020-02-20
ER

PT J
AU Kumar, M
   Kee, FT
   Manshor, AT
AF Kumar, Mukesh
   Kee, Fong Tat
   Manshor, Amat Taap
TI Determining the relative importance of critical factors in delivering
   service quality of banks An application of dominance analysis in
   SERVQUAL model
SO MANAGING SERVICE QUALITY
LA English
DT Article
DE SERVQUAL; Factor analysis; Malaysia; Customers; Service quality
   assurance
ID MULTIPLE-REGRESSION; PREDICTORS
AB Purpose - The purpose of this paper is to determine the critical factors to accessing the level of service quality of banks by re-examining the SERVQUAL model, originally pioneered by Parasuraman. Further, the technique of dominance analysis is used to measure the relative importance of each critical factor in closing up overall service quality gap of banks.
   Design/methodology/approach - The sample consists of 308 bank customers from different parts of Malaysia. The data were collected by using a structured questionnaire, which consists of three parts. Part 1 deals with consumers' usage of banking channels and their banking behavior. Part 2 contains 26 statements related to service quality dimensions based on past literatures. Finally, Part 3 contains the questions related to the socio-demographic profiles of respondents.
   Findings - The modified SERVQUAL model consists of four critical factors (dimensions) as detected by factor analysis. They are: tangibility, reliability, competence and convenience. The results reveal that there are significant differences between the respondents' expectation and their perceptions. Among the four dimensions tested, tangibility has the smallest gap whereas convenience has the largest gap. The application of dominance analysis indicates that competence and convenience together can help to reduce the SERVQUAL gap as much as 76 per cent. The banking sector needs to become more competent by being more responsive and fulfilling the assurance of the customers and providing the banking facilities more conveniently.
   Originality/value - The paper shows that hardly any work has been conducted which applies the dominance analysis approach in SERVQUAL dimensions to determine the relative importance of the critical factors in closing the overall service quality gap. Measuring the relative importance of service quality dimensions consistently will provide insights to the banks as to what areas need to be emphasized in order to retain their customers and attract new ones. It provides the guidelines for the banks to develop proper strategies and react faster to the changes of customers' banking behavior.
C1 [Kumar, Mukesh; Manshor, Amat Taap] MSU, Grad Management Ctr, Selangor, Malaysia.
RP Kumar, M (reprint author), MSU, Grad Management Ctr, Selangor, Malaysia.
EM drmukesh@msu.edu.my
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NR 30
TC 71
Z9 72
U1 2
U2 30
PU EMERALD GROUP PUBLISHING LIMITED
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0960-4529
J9 MANAG SERV QUAL
JI Manag. Serv. Qual.
PY 2009
VL 19
IS 2
BP 211
EP 228
DI 10.1108/09604520910943198
PG 18
WC Management
SC Business & Economics
GA 614XP
UT WOS:000279093400005
DA 2020-02-20
ER

PT J
AU Lundahl, N
   Vegholm, F
   Silver, L
AF Lundahl, Nicolaus
   Vegholm, Fatima
   Silver, Lars
TI Technical and functional determinants of customer satisfaction in the
   bank-SME relationship
SO MANAGING SERVICE QUALITY
LA English
DT Article
DE Banks; Supplier relations; Small to medium-sized enterprises; Customer
   service management; Customer satisfaction; Sweden
ID SELF-SERVICE; TECHNOLOGY; UK; REGRESSION; QUALITY; LOYALTY; MODEL
AB Purpose The purpose of this study is to investigate the influence of the technical and functional dimensions of service management on customer satisfaction in the bank-SME relationship.
   Design/methodology/approach An ordinal logistic regression analysis is used to examine a total of 221 responses to a questionnaire distributed to small and medium-sized enterprises (SMEs) in Sweden.
   Findings Both the technical and the functional dimensions of service management were shown to correlate with customer satisfaction. Thus, SMEs seem to evaluate their banking relationship not only on the basis of the effectiveness and quality of banks' service outcomes but also on the care and manner in which the bankers deliver services.
   Research limitations/implications The study shows that relationship variables, such as personal interaction is a strong determinant for customer satisfaction in the bank-SME relationship. Hence, there is a need for banks to focus training on understanding the issues of SMEs on a broader scale rather than solely on the sale of individual products.
   Originality/value The study examines both the technical and functional dimensions of service management in the bank-SME relationship. Because most researchers treat ordinal scales as continuous variables, stronger conclusions can thus be drawn from the ordinal regression analysis performed here.
C1 [Lundahl, Nicolaus; Vegholm, Fatima; Silver, Lars] Royal Inst Technol, Ctr Banking & Finance, Stockholm, Sweden.
RP Vegholm, F (reprint author), Royal Inst Technol, Ctr Banking & Finance, Stockholm, Sweden.
EM fatima.vegholm@infra.kth.se
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NR 76
TC 8
Z9 8
U1 0
U2 12
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0960-4529
EI 1758-8030
J9 MANAG SERV QUAL
JI Manag. Serv. Qual.
PY 2009
VL 19
IS 5
BP 581
EP 594
DI 10.1108/09604520910984382
PG 14
WC Management
SC Business & Economics
GA 617YN
UT WOS:000279317900005
DA 2020-02-20
ER

PT J
AU Rod, M
   Ashill, NJ
   Shao, J
   Carruthers, J
AF Rod, Michel
   Ashill, Nicholas J.
   Shao, Jinyi
   Carruthers, Janet
TI An examination of the relationship between service quality dimensions,
   overall internet banking service quality and customer satisfaction
SO MARKETING INTELLIGENCE & PLANNING
LA English
DT Article
DE Internet; Banking; Customer services quality; Customer satisfaction;
   Online operations; New Zealand
ID MULTIPLE-ITEM SCALE; CONSUMER SATISFACTION; ONLINE BANKING; ANTECEDENTS;
   CONSEQUENCES; PERFORMANCE; WEB; DETERMINANTS; PERCEPTIONS; TECHNOLOGY
AB Purpose - The purpose of this paper is to examine the relationships among three dimensions of service quality that influence overall internet banking service quality and its subsequent effect on customer satisfaction in a New Zealand banking context.
   Design/methodology/approach - Internet banking service customers of a national bank in New Zealand completed a self-administered questionnaire. Data obtained from the customers were analysed using the SEM-based partial least squares (PLS) methodology.
   Findings - The results show significant relationships among online customer service quality, online information system quality, banking service product quality, overall internet banking service quality and customer satisfaction.
   Originality/value - Little attention has been given in the literature to understanding the service quality dimensions that influence overall internet banking service quality and the specific outcome of customer satisfaction. By expanding previous research in internet banking service quality, this paper empirically examines the relationships between three service quality dimensions, overall internet banking service quality and customer satisfaction.
C1 [Rod, Michel; Shao, Jinyi] Victoria Univ Wellington, Sch Mkt & Int Business, Dept Mkt, Wellington, New Zealand.
   [Ashill, Nicholas J.] Amer Univ Sharjah, Sch Business & Management, Dept Mkt, Sharjah, U Arab Emirates.
   [Carruthers, Janet] Victoria Univ Wellington, Sch Mkt & Int Business, Social Mkt & Mkt Informat Management, Wellington, New Zealand.
RP Rod, M (reprint author), Victoria Univ Wellington, Sch Mkt & Int Business, Dept Mkt, Wellington, New Zealand.
EM michel.rod@vuw.ac.nz
OI Rod, Michel/0000-0003-2667-9915
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NR 90
TC 44
Z9 46
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0263-4503
EI 1758-8049
J9 MARK INTELL PLAN
JI Mark. Intell. Plan.
PY 2009
VL 27
IS 1
BP 103
EP 126
DI 10.1108/02634500910928344
PG 24
WC Business
SC Business & Economics
GA V59HE
UT WOS:000210753300006
DA 2020-02-20
ER

PT J
AU Chen, SH
AF Chen, Shun-Hsing
TI Establishment of a performance-evaluation model for service quality in
   the banking industry
SO SERVICE INDUSTRIES JOURNAL
LA English
DT Article
DE appropriate performance-control zone (APCZ); control chart;
   importance-satisfaction model; performance matrix; quality loss function
   (QLF)
ID SERVQUAL SCALE; IMPROVEMENT; MANAGEMENT; EFFICIENCY
AB The study addresses the problem of service quality in the banking industry by modifying an importance-satisfaction (I-S) model in order to develop an integrated performance-measurement model for the banking industry, which would enable the priority of items for improvement to be determined. An importance and satisfaction questionnaire has been provided to determine which items do not fall into the appropriate performance-control zone of the performance-control matrix of the model. The performance-control matrix index provided enables the value of certain improvement objectives to be calculated. Finally, quality loss function is then adopted to rank the improvement objectives in terms of priority. A case study of a Taiwanese bank is then presented to demonstrate the applicability of the model in practice. The study thus presents a complete assessment model that helps managers to identify items for improvement, while simultaneously promoting cost and time efficiencies in service processes.
C1 Yu Da Coll Business, Dept Mkt & Logist Management, Chao Chiao 361, Miao Li, Taiwan.
RP Chen, SH (reprint author), Yu Da Coll Business, Dept Mkt & Logist Management, 168 Hsueh Fu Rd, Chao Chiao 361, Miao Li, Taiwan.
EM g9102409@cycu.org.tw
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NR 35
TC 26
Z9 26
U1 0
U2 29
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 0264-2069
EI 1743-9507
J9 SERV IND J
JI Serv. Ind. J.
PY 2009
VL 29
IS 2
BP 235
EP 247
DI 10.1080/02642060802295034
PG 13
WC Management
SC Business & Economics
GA 445FJ
UT WOS:000266035200009
DA 2020-02-20
ER

PT J
AU Willesson, M
AF Willesson, Magnus
TI Pricing of card payment services in Scandinavian banking
SO SERVICE INDUSTRIES JOURNAL
LA English
DT Article
DE payment pricing; debit card; credit card; ATM; banking; Scandinavia
AB Pricing of card payment services includes many considerations of cost and revenue in an environment of changing payment technology, network effects in two-sided markets and price bundling. This paper describes the consumer pricing methods for card payment services by Scandinavian banks and evaluates their explicit pricing methods. The main findings suggest that Scandinavian banks in general are more interested in earning revenue from implicit prices than in encouraging the use of more cost efficient technology by charging explicit transaction fees. However, the pricing methods applied may vary, depending on the country and a bank's service supply.
C1 Univ Gothenburg, Sch Business Econ & Law, Dept Business Adm Ind & Financial Management, S-40530 Gothenburg, Sweden.
RP Willesson, M (reprint author), Univ Gothenburg, Sch Business Econ & Law, Dept Business Adm Ind & Financial Management, POB 610, S-40530 Gothenburg, Sweden.
EM Magnus.Willesson@handels.gu.se
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NR 20
TC 6
Z9 6
U1 0
U2 0
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXFORDSHIRE, ENGLAND
SN 0264-2069
J9 SERV IND J
JI Serv. Ind. J.
PY 2009
VL 29
IS 3
BP 387
EP 399
AR PII 908730562
DI 10.1080/02642060701882106
PG 13
WC Management
SC Business & Economics
GA 442VU
UT WOS:000265869500009
DA 2020-02-20
ER

PT J
AU Papazissimou, L
   Georgopoulos, A
AF Papazissimou, Lucas G.
   Georgopoulos, Antonios
TI Customer-driven philosophy in the banking industry under different
   ownership status: the case of Greece
SO SERVICE INDUSTRIES JOURNAL
LA English
DT Article
DE relationship banking philosophy; customer retention; information
   technology; relationship marketing; Greece
ID PRIVATIZATION; PERFORMANCE; CULTURES; PRIVATE; FOREIGN
AB Relationship banking (RB) philosophy has become a topic of increasing importance in strategic marketing management. RB concerns inter alia the applying of customer-driven strategies using advanced information technology. This study investigates RB in the Greek banking industry overall and also under different ownership status (privately owned vs. stated-controlled vs. foreign banks). Based on a wide field of research during the period 2005-2006, indeed, we find that banks in Greece apply the philosophy of RB; however, privately owned and foreign banks implement RB strategies more systematically and effectively in comparison with state-controlled banks. The usefulness of our results is twofold: they satisfactorily justify the considerable growth of the private banking sector in the Greek economy and significantly enrich the service-profit chain of this specific industry.
C1 [Papazissimou, Lucas G.] Athens Univ Econ & Business, Dept Accounting & Finance, Athens 16673, Greece.
   [Georgopoulos, Antonios] Univ Patras, Dept Business Adm, Patras 26500, Greece.
RP Papazissimou, L (reprint author), Athens Univ Econ & Business, Dept Accounting & Finance, 23 Digeni St, Athens 16673, Greece.
EM lugpaath@yahoo.com
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   Young M.R., 1999, INT J BANK MARKETING, V17, P20
NR 41
TC 4
Z9 4
U1 0
U2 0
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 0264-2069
EI 1743-9507
J9 SERV IND J
JI Serv. Ind. J.
PY 2009
VL 29
IS 5
BP 607
EP 620
AR PII 911108264
DI 10.1080/02642060902720014
PG 14
WC Management
SC Business & Economics
GA 455PI
UT WOS:000266774900003
DA 2020-02-20
ER

PT J
AU Lin, NH
   Tseng, WC
   Hung, YC
   Yen, DC
AF Lin, Nan-Hong
   Tseng, Wen-Chun
   Hung, Yu-Chung
   Yen, David C.
TI Making customer relationship management work: evidence from the banking
   industry in Taiwan
SO SERVICE INDUSTRIES JOURNAL
LA English
DT Article
DE customer value; customer relationship management; RFM model; 80; 20 Law
ID SERVICE QUALITY; SATISFACTION; LOYALTY; CONSEQUENCES; ADVANTAGE; EQUITY;
   CHAIN
AB Soon after becoming a WTO member, Taiwan found the internationalisation and liberalisation in the financial industry ushered its domestic banks into a new era. In response to this global trend, all its banks strove to rely on customer relationship management (CRM) to enhance customer value (CV). This study aims to probe further into the connection between CV and CRM. A series of examinations revealed that (1) both functional and social value impact customer behaviour directly and positively; (2) customer satisfaction positively and directly affects customer loyalty; (3) a positive and direct relationship exists between customer loyalty and customer behaviour; and (4) the positive and significant relationship between CV and customer behaviour can be developed through mediators such as customer satisfaction and customer loyalty. Consequently, banks should offer their customers different services, products, and marketing channels to meet their diversified needs to cultivate a win-win environment of CRM for both parties.
C1 [Lin, Nan-Hong] Tatung Univ, Dept Business Management, Taipei 104, Taiwan.
   [Tseng, Wen-Chun] Natl Hualien Univ Educ, Accounting Sect Off Gen Affairs, Hualien 970, Taiwan.
   [Hung, Yu-Chung] Natl Chung Cheng Univ, Dept Accounting & Informat Technol, Chiayi 621, Taiwan.
   [Yen, David C.] Miami Univ, Dept DS & MIS, Oxford, OH 45056 USA.
RP Lin, NH (reprint author), Tatung Univ, Dept Business Management, 40,Sect 3,Zhongshan N Rd, Taipei 104, Taiwan.
EM nhlin@ttu.edu.tw
OI Yen, David C./0000-0001-7093-0877
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NR 45
TC 14
Z9 14
U1 0
U2 27
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXFORDSHIRE, ENGLAND
SN 0264-2069
J9 SERV IND J
JI Serv. Ind. J.
PY 2009
VL 29
IS 9
BP 1183
EP 1197
AR PII 911822871
DI 10.1080/02642060701846788
PG 15
WC Management
SC Business & Economics
GA 497WH
UT WOS:000270094000002
DA 2020-02-20
ER

PT J
AU Nadiri, H
   Kandampully, J
   Hussain, K
AF Nadiri, Halil
   Kandampully, Jay
   Hussain, Kashif
TI Zone of tolerance for banks: a diagnostic model of service quality
SO SERVICE INDUSTRIES JOURNAL
LA English
DT Article
DE service quality; customer satisfaction; zone of tolerance; banks;
   university students
ID SERVQUAL SCALE; BEHAVIORAL INTENTIONS; CONSUMER PERCEPTIONS;
   EMPIRICAL-TEST; SATISFACTION; REASSESSMENT; EXPECTATIONS
AB Service quality has become an increasingly important factor for success and survival in the banking sector. Provision of high-quality service aids in meeting several requirements such as customer satisfaction and its consequent loyalty and market share, soliciting new customers, financial performance, and profitability (Cui, C.C., Lewis, B.R., Park, W. (2003). Service quality measurement in the banking sector in South Korea. International Journal of Bank Marketing, 21(4), 191-201.). This paper presents the bank service quality measurement in its extended form. It deals with the concept of 'zone of tolerance' in judgments of service quality proposed by Zeithaml, Berry, and Parasuraman (1993, The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science, 21(1), 1-12.). The 'zone of tolerance' is recognized in the service quality literature as representing a range of expectations and an area of acceptable outcomes in service interactions. The present study describes the zone of tolerance for young customers' service expectations and determines the customer satisfaction level for banks. The study focusses only on the youth market to formulate long-term strategies because young customers tend to keep themselves up to date with latest technological developments. A conceptual model BANKZOT is presented in this study, and the results demonstrate that evaluation of services can be scaled according to different types of expectations - 'desired' and 'adequate' - and that customers use these two types of expectations as a comparison standard in evaluating bank services. The findings reveal that young customers have a narrow zone of tolerance with regard to the services provided by the banks. The results with respect to gap analysis reveal that there was a shortfall in the service quality provided by the banks in the sample, with the largest gap being found in tangibles and empathy of service quality dimensions. The results of exploratory factor analysis reveal that the SERVQUAL model is found to be uni-dimensional in this study. The results, managerial implications, and future research implications are discussed in detail.
C1 [Nadiri, Halil] Eastern Mediterranean Univ, Dept Business Adm, Famagusta, Turkey.
   [Kandampully, Jay] Ohio State Univ, Dept Consumer Sci, Columbus, OH 43210 USA.
   [Hussain, Kashif] Eastern Mediterranean Univ, Sch Tourism & Hospitality Management, Famagusta, Turkey.
RP Nadiri, H (reprint author), Eastern Mediterranean Univ, Dept Business Adm, Famagusta, Turkey.
EM halil.nadiri@emu.edu.tr
RI Hussain, Kashif/A-6326-2014
OI Hussain, Kashif/0000-0002-2923-3575
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NR 50
TC 27
Z9 28
U1 1
U2 36
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXFORDSHIRE, ENGLAND
SN 0264-2069
J9 SERV IND J
JI Serv. Ind. J.
PY 2009
VL 29
IS 11
BP 1547
EP 1564
AR PII 912943071
DI 10.1080/02642060902793425
PG 18
WC Management
SC Business & Economics
GA 525IS
UT WOS:000272209500005
DA 2020-02-20
ER

PT J
AU Casado-Diaz, AB
   Nicolau-Gonzalbez, JL
AF Casado-Diaz, Ana B.
   Nicolau-Gonzalbez, Juan L.
TI Explaining consumer complaining behaviour in double deviation scenarios:
   the banking services
SO SERVICE INDUSTRIES JOURNAL
LA English
DT Article
DE service recovery; double deviations; consumer complaining behaviour;
   ordered probit models
ID CUSTOMER SATISFACTION; PERCEIVED JUSTICE; RECOVERY; INTENTIONS;
   EMOTIONS; FAILURE
AB Research has shown that more than half of attempted recovery efforts only reinforce dissatisfaction, producing a 'double deviation' effect. Surprisingly, these double deviation effects have received little attention in marketing literature. The crucial question is what happens after these critical encounters, which behaviour or set of behaviours the customers are prone to follow and how customers' perceptions of the firm's recovery efforts influence these behaviours. For the analysis of choice of the type of response (no action, complaining, exit, and complaining and exit), we estimate ordered probit models. The results of our study show that the magnitude of service failure, recovery strategies, distributive and procedural justice, recovery-related emotions and satisfaction with service recovery have a significant effect on customers' choice of the type of response, the latter showing the highest impact. Implications from the findings are offered.
C1 [Casado-Diaz, Ana B.; Nicolau-Gonzalbez, Juan L.] Univ Alicante, Dept Econ Financiera Contabilidad & Mkt, Alicante 03690, Spain.
RP Casado-Diaz, AB (reprint author), Univ Alicante, Dept Econ Financiera Contabilidad & Mkt, Carretera San Vicente Raspeig S-N, Alicante 03690, Spain.
EM ana.casado@ua.es
RI Nicolau, Juan Luis/I-4982-2016; Casado-Diaz, Ana B./H-5356-2015
OI Nicolau, Juan Luis/0000-0003-0048-2823; Casado-Diaz, Ana
   B./0000-0002-9960-0078
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NR 32
TC 18
Z9 18
U1 0
U2 2
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXFORDSHIRE, ENGLAND
SN 0264-2069
J9 SERV IND J
JI Serv. Ind. J.
PY 2009
VL 29
IS 12
BP 1659
EP 1668
AR PII 913176257
DI 10.1080/02642060902793524
PG 10
WC Management
SC Business & Economics
GA 525IT
UT WOS:000272209600002
DA 2020-02-20
ER

PT J
AU Santouridis, I
   Trivellas, P
   Reklitis, P
AF Santouridis, Ilias
   Trivellas, Panagiotis
   Reklitis, Panagiotis
TI Internet service quality and customer satisfaction: Examining internet
   banking in Greece
SO TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE
LA English
DT Article
DE internet service quality; SERVQUAL; customer satisfaction; internet
   banking; Greece
ID MULTIPLE-ITEM SCALE; CONSUMER PERCEPTIONS; SERVQUAL SCALE; WEB SITES;
   MODEL; REASSESSMENT; EXPECTATIONS; REFINEMENT; DIMENSIONS; SYSTEMS
AB The present study investigates internet service quality and its impact on customer satisfaction in the banking context. Internet service quality is operationalised by adopting an instrument, which is based on SERVQUAL and consists of six dimensions, namely assurance, quality of information, responsiveness, web assistance, empathy and reliability. The field research, which resulted in 184 valid questionnaires, was conducted among internet banking customers in Greece, a country with relatively low internet penetration rate. The findings confirm, to a great extent, the validity of the instrument and highlight the above average performance of service quality delivered by Greek banks via the internet. All quality dimensions are proved to be antecedents of overall customer satisfaction, with reliability having the most significant impact. Furthermore, quality of information is a crucial dimension driving the customer intentions for internet banking future usage. Finally, familiarisation-related dimensions, such as empathy and web assistance, play a very important role in customers' willingness to recommend the service to other people.
C1 [Reklitis, Panagiotis] Technol Educ Inst Patras, Sch Business & Finance, Patras, Greece.
EM isant@teilar.gr
RI Trivellas, Panagiotis G/C-8217-2013
OI Trivellas, Panagiotis G/0000-0003-2005-7939
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NR 72
TC 44
Z9 46
U1 0
U2 26
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 1478-3363
EI 1478-3371
J9 TOTAL QUAL MANAG BUS
JI Total Qual. Manag. Bus. Excell.
PY 2009
VL 20
IS 2
BP 223
EP 239
AR PII 908530068
DI 10.1080/14783360802623084
PG 17
WC Management
SC Business & Economics
GA 404IS
UT WOS:000263145600006
DA 2020-02-20
ER

PT J
AU Neilson, LC
   Chadha, M
AF Neilson, Leighann
   Chadha, Megha
TI International marketing strategy in the retail banking industry: The
   case of ICICI Bank in Canada
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE International bank marketing; customer satisfaction in banking; retail
   banking
AB This study presents an overview of the marketing strategy that a retail bank may pursue when it targets home country nationals in a foreign market. An analysis of the marketing strategy of ICICI Bank in Canada reveals that a transnational strategy coupled with an ethnocentric staffing policy allows the parent firm to retain control, while the choice of a subsidiary as an entry mode allows for local responsiveness. Further analysis illustrates that the blend of various variables in the services marketing mix (ie price, place, promotion, participants, physical evidence, and process) can help in attaining customer satisfaction.
C1 [Neilson, Leighann] Carleton Univ, Sprott Sch Business, Mkt, Ottawa, ON, Canada.
   [Chadha, Megha] Carleton Univ, Sprott Sch Business, Business Adm, Ottawa, ON, Canada.
RP Neilson, LC (reprint author), Carleton Univ, Sprott Sch Business, 1125 Colonel Dr, Ottawa, ON K1S 5B6, Canada.
OI Neilson, Leighann/0000-0001-9947-9899
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NR 90
TC 4
Z9 4
U1 0
U2 1
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD DEC
PY 2008
VL 13
IS 3
BP 204
EP 220
DI 10.1057/fsm.2008.21
PG 17
WC Business
SC Business & Economics
GA V74YY
UT WOS:000211813500004
DA 2020-02-20
ER

PT J
AU Paez, L
AF Paez, Laura
TI GATS Financial Services Liberalization: How do OECD Members Schedules
   Impact Commercial Banking FDI?
SO JOURNAL OF WORLD TRADE
LA English
DT Article
AB The World Trade Oranization (WTO) has come to play all important role for a siginficant number of coutries (currently 150) negotiating financial services liberalization under the General Agreement oil Trade in Services (GATS). Nonetheless, despite these significant advances, the GATS is far from being complete. Substantial liberalization is still pending ill a considerable: group of member countries. This leads to regulatory deficiencies that contribute to a suboptimal provision of financial services. Among tire many aspects needing improvement, is a strengthening of GATS provisions to guatantee greater market access and NT to foreign service providers. The analysis of the scheduled commitments and MFN exemptions undertaken by the 30 Organization for Economic Cooperation and Development (OECD) members points to a great variability in the depth of commitments affecting financial services foreign direct investment (FDI). In particular, entry, establishment and competition of foreign banks is determined through market access and NT limitations under the GATS framework. Given the current stalemate ill the negotiation process of the GATS, improvements in the current liberalization of framework will come from the combination of several processes such as unilateral opening; regionalism; pressures from the International Monetary Fund (IMF) and the World Bank (through their lending mechanisms) and the OECD, rather than under the aegis of the WTO.
EM laura.paez@access.uzh.ch
NR 0
TC 2
Z9 2
U1 0
U2 0
PU KLUWER LAW INT
PI THE HAGUE
PA CARNEGIEPLEIN 5D, PO BOX 85889, 2508 CN THE HAGUE, NETHERLANDS
SN 1011-6702
J9 J WORLD TRADE
JI J. World Trade
PD DEC
PY 2008
VL 42
IS 6
BP 1065
EP 1083
PG 19
WC Economics; International Relations; Law
SC Business & Economics; International Relations; Government & Law
GA 394FD
UT WOS:000262430400005
DA 2020-02-20
ER

PT J
AU Robinson, D
AF Robinson, Dahlia
TI Auditor Independence and Auditor-Provided Tax Service: Evidence from
   Going-Concern Audit Opinions Prior to Bankruptcy Filings
SO AUDITING-A JOURNAL OF PRACTICE & THEORY
LA English
DT Article
DE auditor independence; tax service fees; going-concern qualification;
   information spillover
ID NONAUDIT SERVICES; FEES; SPECIFICATION; MANAGEMENT; COMPANIES
AB This study examines whether auditors' provision of tax services impairs auditor independence by focusing on auditors' going-concern opinions among a sample of bankruptcy filing firms. The evidence from the bankruptcy setting is particularly salient given that the bankruptcy of corporations such as Enron motivated several provisions of the Sarbanes-Oxley Act (SOX) of 2002. More recently, auditors' provision of tax service to their audit clients has been the focus of new rules by the Public Company Accounting Oversight Board (PCAOB). Consistent with improved audit quality from information spillover, the study documents a significant positive correlation between the level of tax services fees and the likelihood of correctly issuing a going-concern opinion prior to the bankruptcy filing. One implication of this result is that restricting tax services by auditors of poorly performing firms may diminish the quality of auditors' reporting decisions without leading to an improvement in auditor independence.
C1 Univ S Florida, Tampa, FL 33620 USA.
RP Robinson, D (reprint author), Univ S Florida, Tampa, FL 33620 USA.
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NR 56
TC 65
Z9 69
U1 1
U2 28
PU AMER ACCOUNTING ASSOC
PI SARASOTA
PA 5717 BESSIE DR, SARASOTA, FL 34233 USA
SN 0278-0380
J9 AUDITING-J PRACT TH
JI Audit.-J. Pract. Theory
PD NOV
PY 2008
VL 27
IS 2
BP 31
EP 54
DI 10.2308/aud.2008.27.2.31
PG 24
WC Business, Finance
SC Business & Economics
GA 432RG
UT WOS:000265151200002
DA 2020-02-20
ER

PT J
AU Lepetit, L
   Nys, E
   Rous, P
   Tarazi, A
AF Lepetit, Laetitia
   Nys, Emmanuelle
   Rous, Philippe
   Tarazi, Amine
TI The expansion of services in European banking: Implications for loan
   pricing and interest margins
SO JOURNAL OF BANKING & FINANCE
LA English
DT Article; Proceedings Paper
CT 19th Australasian Finance and Banking Conference
CY DEC, 2006
CL Sydney, AUSTRALIA
SP Axiss Australia, New S Wales Dept Reg & State Dev, Reserve Bank Australia, Barclays Global Investors
DE Bank; Interest income; Non-interest income; Interest margin; Lending
ID DETERMINANTS; DIVERSIFICATION; RISK
AB Our study of 602 European banks over 1996-2002 investigates how the banks' expansion into fee-based services has affected their interest margins and loan pricing. We find that higher income share from commissions and fees is associated with lower margins and loan spreads. The higher the commission and fee income share, moreover, the weaker the link between bank loan spreads and loan risk. The latter result is consistent with the conjecture that banks price (or misprice) loans to increase sales of other services. That loss leader (or cross selling) hypothesis has implications for bank regulation and competition with (non-bank) lenders. (C) 2008 Elsevier B.V. All rights reserved.
C1 [Lepetit, Laetitia; Nys, Emmanuelle; Rous, Philippe; Tarazi, Amine] Univ Limoges, LAPE, F-87031 Limoges, France.
RP Tarazi, A (reprint author), Univ Limoges, LAPE, 5 Rue Felilx Eboue, F-87031 Limoges, France.
EM laetitia.lepetti@unilim.fr; emmanuelle.nys@unilim.fr;
   philippe.rous@unilim.fr; amine.tarazi@unilim.fr
OI Tarazi, Amine/0000-0001-8385-2994; Lepetit, Laetitia/0000-0002-2875-4432
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NR 27
TC 100
Z9 102
U1 0
U2 10
PU ELSEVIER
PI AMSTERDAM
PA RADARWEG 29, 1043 NX AMSTERDAM, NETHERLANDS
SN 0378-4266
EI 1872-6372
J9 J BANK FINANC
JI J. Bank Financ.
PD NOV
PY 2008
VL 32
IS 11
BP 2325
EP 2335
DI 10.1016/j.jbankfin.2007.09.025
PG 11
WC Business, Finance; Economics
SC Business & Economics
GA 369XH
UT WOS:000260726700005
DA 2020-02-20
ER

PT J
AU Pavan, M
AF Pavan, Marina
TI Consumer durables and risky borrowing: The effects of bankruptcy
   protection
SO JOURNAL OF MONETARY ECONOMICS
LA English
DT Article
DE Bankruptcy; Durable wealth; Unsecured debt; Saving
ID FRESH START; LIFE-CYCLE; CONSUMPTION; EXEMPTIONS; MORTGAGE; WELFARE;
   MARKET; CREDIT; LOANS
AB There exist substantial differences in the generosity Of bankruptcy protection across U.S. states. This paper exploits cross-state variation in exemption levels to assess the dual role Of durable goods as informal collateral for unsecured debt and self insurance against had shocks to earnings. The generosity of bankruptcy protection is found to change both the incentives and the ability of households to accumulate durable wealth. The gains from a high level of insurance are reduced by the effect of tighter credit constraints, so that the net effects of a change in exemption are very small. A more generous bankruptcy regulation reduces net durable wealth in the first half of the life cycle. In addition, the optimal level of exemption is positive but low. (C) 2008 Elsevier B.V. All rights reserved.
C1 Univ Coll Dublin, Geary Inst, Dublin 4, Ireland.
RP Pavan, M (reprint author), Univ Coll Dublin, Geary Inst, Dublin 4, Ireland.
EM marina.pavan@ucd.ie
OI Pavan, Marina/0000-0002-4313-6472
CR Athreya K, 2006, J ECON DYN CONTROL, V30, P2051, DOI 10.1016/j.jedc.2004.10.008
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NR 19
TC 6
Z9 6
U1 0
U2 14
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0304-3932
J9 J MONETARY ECON
JI J. Monetary Econ.
PD NOV
PY 2008
VL 55
IS 8
BP 1441
EP 1456
DI 10.1016/j.jmoneco.2008.09.009
PG 16
WC Business, Finance; Economics
SC Business & Economics
GA 391ZW
UT WOS:000262273700009
DA 2020-02-20
ER

PT J
AU Varlander, S
AF Varlander, Sara
TI The Role of Situated Embodied Interaction in the Banking Customer
   Knowledge Creation Process
SO INTERNATIONAL JOURNAL OF KNOWLEDGE MANAGEMENT
LA English
DT Article
DE banking; embodiment; information technology; knowledge management;
   phenomenology; social embeddedness
AB The increased reliance on Knowledge Management systems has made certain theorists to suggest that this will enable a surpassing of proximal knowledge creation, unequivocally leading up to more effective knowledge creation by easy codification and sharing of knowledge. However, in general, too much focus has been put on the potential of KM systems rather than its limits and the role of supporting social processes of knowledge creation has been largely ignored.
   The aim of the current research is to start to fill this gap in the KM literature by examining how social processes of knowledge creation are used in banking, taking the point of departure in an approach inspired from phenomenology. The paper illustrates how the increased use of KM systems has not decreased the need for relying on locally embedded service production, due to the invaluable knowledge creation processes that are generated through the embodiments of co-present interactions.
C1 [Varlander, Sara] Stockholm Univ, Sch Business, Stockholm, Sweden.
RP Varlander, S (reprint author), Stockholm Univ, Sch Business, Stockholm, Sweden.
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NR 34
TC 2
Z9 2
U1 0
U2 0
PU IGI GLOBAL
PI HERSHEY
PA 701 E CHOCOLATE AVE, STE 200, HERSHEY, PA 17033-1240 USA
SN 1548-0666
EI 1548-0658
J9 INT J KNOWL MANAG
JI Int. J. Knowl. Manag.
PD OCT-DEC
PY 2008
VL 4
IS 4
BP 62
EP 76
DI 10.4018/jkm.2008100104
PG 15
WC Management
SC Business & Economics
GA VF9LR
UT WOS:000444125400004
DA 2020-02-20
ER

PT J
AU Eckbo, BE
   Thorburn, KS
AF Eckbo, B. Espen
   Thorburn, Karin S.
TI Automatic bankruptcy auctions and fire-sales
SO JOURNAL OF FINANCIAL ECONOMICS
LA English
DT Article
DE Bankruptcy; Auction; Going-concern sale; Piecemeal liquidation;
   Fire-sale
ID EMPIRICAL-ANALYSIS; ASSET SALES; CORPORATE REORGANIZATIONS; CAPITAL
   STRUCTURE; CHAPTER-11; MARKET; PERFORMANCE; EFFICIENCY; LIQUIDITY;
   DISTRESS
AB We test for fire-sale tendencies in automatic bankruptcy auctions. We find evidence consistent with fire-sale discounts when the auction leads to piecemeal liquidation, but not when the bankrupt firm is acquired as a going concern. Neither industry-wide distress nor the industry affiliation of the buyer affect prices in going-concern sales. Bids are often structured as leveraged buyouts, which relaxes liquidity constraints and reduces bidder underinvestment incentives in the presence of debt overhang. Prices ill "prepack" auctions (sales agreements negotiated prior to bankruptcy filing) are on average lower than for in-auction going-concern sales, suggesting that prepacks may help preempt excessive liquidation when the auction is expected to be illiquid. Prepack targets have a greater industry-adjusted probability of refiling for bankruptcy, indicating that liquidation preemption is a risky strategy. (C) 2008 Elsevier B.V. All rights reserved.
C1 [Eckbo, B. Espen; Thorburn, Karin S.] Dartmouth Coll, Tuck Sch Business, Hanover, NH 03755 USA.
RP Eckbo, BE (reprint author), Dartmouth Coll, Tuck Sch Business, Hanover, NH 03755 USA.
EM b.espen.eckbo@dartmouth.edu
RI Thorburn, Karin S./D-1258-2009; Eckbo, Espen/A-7951-2009
OI Eckbo, Espen/0000-0001-6640-6239
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NR 44
TC 31
Z9 31
U1 0
U2 20
PU ELSEVIER SCIENCE SA
PI LAUSANNE
PA PO BOX 564, 1001 LAUSANNE, SWITZERLAND
SN 0304-405X
J9 J FINANC ECON
JI J. Financ. Econ.
PD SEP
PY 2008
VL 89
IS 3
BP 404
EP 422
DI 10.1016/j.jfineco.2007.10.003
PG 19
WC Business, Finance; Economics
SC Business & Economics
GA 361QG
UT WOS:000260141600003
DA 2020-02-20
ER

PT J
AU Loonam, M
   O'Loughlin, D
AF Loonam, Mary
   O'Loughlin, Deirdre
TI An observation analysis of e-service quality in online banking
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE e-Service quality; online banking; observation study; Irish financial
   services
AB This study focuses on observing customer perceptions of internet banking and e-service quality from a user-based perspective within an Irish context. The study involves an observational study of a purposive sample of 20 consumers based upon their perceptions of the Bank of Ireland website using unstructured and structured observation techniques. Respondents moved from basic to higher order gratifications according to IT experience and internet usage. While information and transaction gratifications were deemed key to online banking, enjoyment gratifications held limited associations, thus emphasising its functional nature. User group categorisations had a direct impact on online behaviour in terms of time spent evaluating in addition to the level of customer pro-activity. The paper highlights the value of the uses and gratifications categorisations system, which provides a key platform to the study of e-service quality and offers e-banking providers a more effective system of serving individual customer e-service needs. Online banking providers can make the process of using e-banking more enjoyable by enhancing website interactivity and creating unique online experiences. Future e-banking penetration and the success of complex financial product adoption will be dependent on proactive online marketing campaigns coupled with increased website responsiveness. This paper adopts a unique perspective by exploring e-service quality from the user-based approach by assessing the uses and gratifications sought by online users, and subsequently examines their impact on effective web design and the e-service dimensions deemed focal to premium usage.
C1 [Loonam, Mary] Amarach Consultancy Firm, Dublin, Ireland.
   [O'Loughlin, Deirdre] Univ Limerick, Kemmy Business Sch, Mkt, Limerick, Ireland.
   [O'Loughlin, Deirdre] Dublin City Univ, Dublin, Ireland.
   [O'Loughlin, Deirdre] Univ Coll Cork, Cork, Ireland.
   [O'Loughlin, Deirdre] Univ Limerick, Kemmy Business Sch, Dept Management & Mkt, Limerick, Ireland.
RP O'Loughlin, D (reprint author), Univ Limerick, Kemmy Business Sch, Dept Management & Mkt, Limerick, Ireland.
EM Deirdre.oloughlin@ul.ie
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NR 53
TC 11
Z9 11
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD SEP
PY 2008
VL 13
IS 2
BP 164
EP 178
DI 10.1057/fsm.2008.13
PG 15
WC Business
SC Business & Economics
GA V74YN
UT WOS:000211812400008
DA 2020-02-20
ER

PT J
AU Liao, Z
   Wong, WK
AF Liao, Z.
   Wong, W. K.
TI The determinants of customer interactions with internet-enabled
   e-banking services
SO JOURNAL OF THE OPERATIONAL RESEARCH SOCIETY
LA English
DT Article
DE customer interactions; determinants; Internet; e-banking; service
   operations management
ID TECHNOLOGY ACCEPTANCE MODEL; INFORMATION TECHNOLOGY; USER ACCEPTANCE;
   PERCEIVED USEFULNESS; CONSUMER ATTITUDES; E-COMMERCE; PERCEPTIONS;
   EXTENSION; SECURITY; QUALITY
AB This paper empirically explores the major considerations associated with Internet-enabled e-banking systems and systematically measures the determinants of customer interactions with e-banking services. The results suggest that perceived usefulness, ease of use, security, convenience and responsiveness to service requests significantly explain the variation in customer interactions. Exploratory factor analysis and reliability test indicate that these constructs are relevant and reliable. Confirmatory factor analysis confirms that they possess significant convergent and discriminatory validities. Both perceived usefulness and perceived ease of use have significant impacts on customer interactions with Internet e-banking services. Perceived security, responsiveness and convenience also represent the primary avenues influencing customer interactions. In particular, stringent security control is critical to Internet e-banking operations. Prompt responses to service requests can encourage customers to use Internet e-banking services. The findings have managerial implications for enhancing extant Internet e-banking operations and developing viable Internet e-banking services.
C1 [Liao, Z.] Hong Kong Baptist Univ, Dept Finance & Decis Sci, Kowloon, Hong Kong, Peoples R China.
   [Wong, W. K.] Natl Univ Singapore, Kent Ridge, Singapore.
RP Liao, Z (reprint author), Hong Kong Baptist Univ, Dept Finance & Decis Sci, Kowloon, Hong Kong, Peoples R China.
EM zqliao@hotmail.com
RI Wong, Wing-Keung/B-8864-2013
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NR 56
TC 26
Z9 26
U1 0
U2 29
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 0160-5682
EI 1476-9360
J9 J OPER RES SOC
JI J. Oper. Res. Soc.
PD SEP
PY 2008
VL 59
IS 9
BP 1201
EP 1210
DI 10.1057/palgrave.jors.2602429
PG 10
WC Management; Operations Research & Management Science
SC Business & Economics; Operations Research & Management Science
GA 344CV
UT WOS:000258904200007
DA 2020-02-20
ER

PT J
AU Dick, AA
AF Dick, Astrid A.
TI Demand estimation and consumer welfare in the banking industry
SO JOURNAL OF BANKING & FINANCE
LA English
DT Article; Proceedings Paper
CT 30th Conference of the Journal of Banking and Finance
CY JUN, 2006
CL Peking Univ, Guanghua Sch Management, Beijing, PEOPLES R CHINA
HO Peking Univ, Guanghua Sch Management
DE demand; discrete choice; consumer welfare; product differentiation;
   banking; deregulation
ID DISCRETE-CHOICE MODELS; SWITCHING COSTS; DEPOSITORY INSTITUTIONS;
   MARKET; RESTRICTIONS; DEREGULATION; ECONOMICS; BEHAVIOR; QUALITY; PRICES
AB This paper estimates a structural demand model for commercial bank deposit services in order to measure the effects on consumers given dramatic changes in bank services throughout US branching deregulation in the 1990s. Following the discrete choice literature, consumer decisions are based on prices and bank characteristics. Consumers are found to respond to deposit rates, and to a lesser extent, to account fees, in choosing a depository institution. Moreover, consumers respond favorably to the branch staffing and geographic density, as well as to the bank's age, size, and geographic diversification. Consumers in most markets experience a slight increase in welfare throughout the period. (C) 2007 Elsevier B.V. All rights reserved.
C1 INSEAD, Sch Business, Econ & Polit Sci Dept, F-77305 Fontainebleau, France.
RP Dick, AA (reprint author), INSEAD, Sch Business, Econ & Polit Sci Dept, Blvd Constance, F-77305 Fontainebleau, France.
EM astrid.dick@insead.edu
RI Dick, Astrid/C-1261-2010
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NR 31
TC 45
Z9 46
U1 0
U2 6
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0378-4266
J9 J BANK FINANC
JI J. Bank Financ.
PD AUG
PY 2008
VL 32
IS 8
BP 1661
EP 1676
DI 10.1016/j.jbankfin.2007.12.005
PG 16
WC Business, Finance; Economics
SC Business & Economics
GA 336IF
UT WOS:000258356800019
DA 2020-02-20
ER

PT J
AU Kyj, L
   Isik, I
AF Kyj, Larissa
   Isik, Ihsan
TI Bank x-efficiency in Ukraine: An analysis of service characteristics and
   ownership
SO JOURNAL OF ECONOMICS AND BUSINESS
LA English
DT Article
DE Ukraine; Transition countries; Bank efficiency
AB This paper investigates managerial and scale x-efficiencies of commercial banks in Ukraine from 1998 to 2003. A large number of banks would suggest competition and efficiency. Ukrainian banks waste half of factor inputs during the production of services by operating off the efficient frontier. Large banks dominate in managerial efficiency; small banks are superior in scale efficiency. Significant numbers of small banks experience increasing returns to scale. Consolidation between small banks may help banks exploit economies of scale and become attractive foreign investment targets. Evidence suggests majority foreign owned joint ventures are optimal formats; banks operating in industrial, politically favored areas outperform others. (C) 2007 Elsevier Inc. All rights reserved.
C1 [Kyj, Larissa; Isik, Ihsan] Rowan Univ, William G Rohrer Coll Business, Dept Accounting & Finance, 201 Mullica Hill Rd, Glassboro, NJ 08028 USA.
RP Kyj, L (reprint author), Rowan Univ, William G Rohrer Coll Business, Dept Accounting & Finance, 201 Mullica Hill Rd, Glassboro, NJ 08028 USA.
EM kyj@rowan.edu; isik@rowan.edu
OI ISIK, IHSAN/0000-0003-2646-4287
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NR 55
TC 22
Z9 22
U1 0
U2 0
PU ELSEVIER SCIENCE INC
PI NEW YORK
PA 360 PARK AVE SOUTH, NEW YORK, NY 10010-1710 USA
SN 0148-6195
J9 J ECON BUS
JI J. Econ. Bus.
PD JUL-AUG
PY 2008
VL 60
IS 4
BP 369
EP 393
DI 10.1016/j.jeconbus.2007.05.002
PG 25
WC Business, Finance
SC Business & Economics
GA V03BA
UT WOS:000213711700005
DA 2020-02-20
ER

PT J
AU Maenpaa, K
   Kale, SH
   Kuusela, H
   Mesiranta, N
AF Maenpaa, Katariina
   Kale, Sudhir H.
   Kuusela, Hannu
   Mesiranta, Nina
TI Consumer perceptions of Internet banking in Finland: The moderating role
   of familiarity
SO JOURNAL OF RETAILING AND CONSUMER SERVICES
LA English
DT Article
DE Internet banking; Consumer behaviour; Familiarity
AB Previous research on Internet banking (IB) has mostly been confined to the adoption of online banking services. Now that IB has millions of active users worldwide, it is time to shift the research focus to the perceptions and experiences of IB users. This article examines the moderating role of familiarity, i.e. the amount of accumulated IB experience, in consumer perceptions of IB. A survey of 300 active users of IB in Finland revealed that level of IB familiarity impacted four out of seven service dimensions explored in the research. These findings may provide useful guidelines for developing Internet bank services and for marketing Internet banking. (C) 2007 Elsevier Ltd. All rights reserved.
C1 [Maenpaa, Katariina; Kuusela, Hannu; Mesiranta, Nina] Univ Tampere, Dept Management Studies, FIN-33014 Tampere, Finland.
   [Kale, Sudhir H.] Bond Univ, Gold Coast, Qld 4229, Australia.
RP Maenpaa, K (reprint author), Univ Tampere, Dept Management Studies, FIN-33014 Tampere, Finland.
EM katariina.maenpaa@uta.fi; sudhir_kale@staff.bond.edu.au;
   hannu.kuusela@uta.fi; nina.mesiranta@uta.fi
RI Kale, Sudhir/R-7965-2019
OI Mesiranta, Nina/0000-0001-8746-1659
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NR 88
TC 37
Z9 37
U1 0
U2 0
PU ELSEVIER SCI LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, OXON, ENGLAND
SN 0969-6989
EI 1873-1384
J9 J RETAIL CONSUM SERV
JI J. Retail. Consum. Serv.
PD JUL
PY 2008
VL 15
IS 4
BP 266
EP 276
DI 10.1016/j.jretconser.2007.05.007
PG 11
WC Business
SC Business & Economics
GA V03EF
UT WOS:000213720000003
DA 2020-02-20
ER

PT J
AU Liebermann, S
   Hoffmann, S
AF Liebermann, Susanne
   Hoffmann, Stefan
TI The impact of practical relevance on training transfer: evidence from a
   service quality training program for German bank clerks
SO INTERNATIONAL JOURNAL OF TRAINING AND DEVELOPMENT
LA English
DT Article
AB The management literature provides a variety of recommendations as to how workers' customer orientation might be improved, including through training. Crucial factors in the process of transferring the contents of service quality training programs to practice, however, have not yet been sufficiently analysed. This study proposes and tests a model of transfer motivation and training transfer via structural equation modelling, validating Baldwin and Ford's framework and Kirkpatrick's levels of evaluation. Following the recommendation of Alliger et al., the present study analyses the relationship between Kirkpatrick's levels of evaluation, paying attention to the specificity of the measures at each level. The survey collects data from 213 German bank employees who attended a training program aimed at improving service quality. As hypothesized, the perceived practical relevance of the training was found to exert a strong influence on the reaction of the participants and had a substantial total effect on the motivation to transfer and on actual transfer. Subject to the limitations of the research methodology employed here, it is concluded that trainee satisfaction needs to be conceptually distinguished from perceived practical relevance and that the latter is the main driving force for transfer motivation and transfer.
C1 [Hoffmann, Stefan] Tech Univ Dresden, Dept Business Management & Econ, D-01012 Dresden, Germany.
RP Hoffmann, S (reprint author), Tech Univ Dresden, Dept Business Management & Econ, D-01012 Dresden, Germany.
EM stefan.hoffman@tu-dresden.de
RI Hoffmann, Stefan/O-6170-2015
OI Hoffmann, Stefan/0000-0001-5307-4060
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NR 91
TC 45
Z9 45
U1 0
U2 0
PU WILEY
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 1360-3736
EI 1468-2419
J9 INT J TRAIN DEV
JI Int. J. Train. Dev.
PD JUN
PY 2008
VL 12
IS 2
BP 74
EP 86
DI 10.1111/j.1468-2419.2008.00296.x
PG 13
WC Management
SC Business & Economics
GA V74WG
UT WOS:000211806500001
DA 2020-02-20
ER

PT J
AU Servon, LJ
   Kaestner, R
AF Servon, Lisa J.
   Kaestner, Robert
TI Consumer financial literacy and the impact of online banking on the
   financial behavior of lower-income bank customers
SO JOURNAL OF CONSUMER AFFAIRS
LA English
DT Article
ID EDUCATION; LESSONS
AB This article analyzes a demonstration program mounted by a major bank to understand whether access to information and communications technologies, combined with financial literacy training and training on how to use the Internet, can help low- and moderate-income individuals in inner-city neighborhoods be more effective financial actors. While quantitative analysis turns up few significant program effects, qualitative work implies that implementation issues likely compromised the effectiveness of the program. There was evidence of a potential link between information and communications technologies and financial literacy. Overall, urban low- and moderate-income individuals are interested in becoming technologically and financially literate and an intensive intervention may enable these goals.
C1 [Servon, Lisa J.] New Sch Management & Urban Policy, New York, NY USA.
   [Kaestner, Robert] Univ Illinois, Dept Econ, Chicago, IL 60680 USA.
RP Servon, LJ (reprint author), New Sch Management & Urban Policy, New York, NY USA.
EM servonL@newschool.edu; kaestner@uic.edu
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NR 50
TC 66
Z9 68
U1 1
U2 29
PU WILEY-BLACKWELL
PI MALDEN
PA COMMERCE PLACE, 350 MAIN ST, MALDEN 02148, MA USA
SN 0022-0078
J9 J CONSUM AFF
JI J. Consum. Aff.
PD SUM
PY 2008
VL 42
IS 2
BP 271
EP 305
DI 10.1111/j.1745-6606.2008.00108.x
PG 35
WC Business; Economics
SC Business & Economics
GA 306HU
UT WOS:000256239700008
DA 2020-02-20
ER

PT J
AU Moorman, DC
   Garasky, S
AF Moorman, Diann
   Garasky, Steven
TI Consumer Debt Repayment Behavior as a Precursor to Bankruptcy
SO JOURNAL OF FAMILY AND ECONOMIC ISSUES
LA English
DT Article
DE Bankruptcy; Bankruptcy abuse; Bankruptcy Abuse Prevention and Consumer
   Protection Act; Consumer debt; Financial problems
AB The passage of the Bankruptcy Abuse Prevention and Consumer Protection Act (BAPCPA) of 2005 culminated years of debate over the escalating number of bankruptcy filings and whether or not consumers were abusing the bankruptcy system. Our study focuses on the extent to which households seek bankruptcy protection without first attempting to restructure their debt or experiencing indicators of financial distress. Through multivariate regression analyses of longitudinal data from the Panel Study of Income Dynamics (PSID), we find a significant relationship between having prior financial problems and filing for bankruptcy. Our results also indicate that households that obtained consolidation loans were equally likely to file for bankruptcy as those that did not. We conclude that early interventions with financially distressed consumers may provide opportunities to reduce bankruptcy filings.
C1 [Moorman, Diann] Univ Georgia, Dept Housing & Consumer Econ, Athens, GA 30602 USA.
   [Garasky, Steven] Iowa State Univ, Dept Human Dev & Family Studies, 4380 Palmer Bldg,Room 2330, Ames, IA 50011 USA.
RP Garasky, S (reprint author), Iowa State Univ, Dept Human Dev & Family Studies, 4380 Palmer Bldg,Room 2330, Ames, IA 50011 USA.
EM dmoorman@fcs.uga.edu; sgarasky@iastate.edu
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NR 53
TC 11
Z9 11
U1 0
U2 0
PU SPRINGER INTERNATIONAL PUBLISHING AG
PI CHAM
PA GEWERBESTRASSE 11, CHAM, CH-6330, SWITZERLAND
SN 1058-0476
EI 1573-3475
J9 J FAM ECON ISS
JI J. Fam. Econ. Iss.
PD JUN
PY 2008
VL 29
IS 2
BP 219
EP 233
DI 10.1007/s10834-008-9103-1
PG 15
WC Economics; Family Studies
SC Business & Economics; Family Studies
GA V64ON
UT WOS:000211110400004
DA 2020-02-20
ER

PT J
AU Parlour, CA
   Plantin, G
AF Parlour, Christine A.
   Plantin, Guillaume
TI Loan sales and relationship banking
SO JOURNAL OF FINANCE
LA English
DT Article
ID FINANCIAL INTERMEDIATION; MARKET
AB Firms raise money from banks and the bond market. Banks sell loans in a secondary market to recycle their funds or to trade on private information. Liquidity in the loan market depends on the relative likelihood of each motive for trade and affects firms' optimal financial structure. The endogenous degree of liquidity is not always socially optimal: There is excessive trade in highly rated names, and insufficient liquidity in riskier bonds. We provide testable implications for prices and quantities in primary and secondary loan markets, and bond markets. Further, we posit that risk-based capital requirements may be socially desirable.
C1 [Parlour, Christine A.] UC Berkeley, Haas Sch, Berkeley, CA USA.
   [Plantin, Guillaume] London Business Sch, London, England.
RP Parlour, CA (reprint author), UC Berkeley, Haas Sch, Berkeley, CA USA.
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NR 25
TC 82
Z9 82
U1 0
U2 25
PU BLACKWELL PUBLISHING
PI OXFORD
PA 9600 GARSINGTON RD, OXFORD OX4 2DQ, OXON, ENGLAND
SN 0022-1082
J9 J FINANC
JI J. Financ.
PD JUN
PY 2008
VL 63
IS 3
BP 1291
EP 1314
DI 10.1111/j.1540-6261.2008.01358.x
PG 24
WC Business, Finance; Economics
SC Business & Economics
GA 299KL
UT WOS:000255754400008
OA Green Accepted
DA 2020-02-20
ER

PT J
AU Berg, L
AF Berg, Lisbet
TI Loyalty, naivety and powerlessness among Norwegian retail bank customers
SO INTERNATIONAL JOURNAL OF CONSUMER STUDIES
LA English
DT Article
DE Consumer choices; bank customer typology; financially reflective;
   financially unreflective; customer mobility
AB The quantitative analysis presented in this paper builds on a qualitative focus group study of mobility among bank customers. The main finding from the focus group study was that mobile bank customers had a reflective - often critical - relation to their banks, while the immobile bank customers had an unreflective - often trusting - relation to their banks. The study also resulted in a typology identifying different bank customer orientations. In the present paper, this typology has been operationalized and modified for further quantitative estimation and investigation. Nine different bank orientations are distinguished, and the results indicate that at least two of three bank customers do not regularly monitor their banking terms and conditions. In other words, it is reasonable to believe that the ordinary bank customer is not acting as expected according to the theory of well-functioning market mechanisms.
   Resourceful consumers, with high incomes and education levels, tend to be more financially oriented than others. When people with meagre financial resources tend to end up in the more unfavourable banks, this is not solely a result of the banks' own discrimination of the poor; it is also due to the fact that people with high incomes and education levels are more likely to monitor their banking conditions than people with low incomes, irrespective of whether or not they have bank loans.
   The quantitative material analysed was collected in February 2007 by computer-assisted telephone interviews. One thousand randomly selected respondents answered the questions.
C1 Natl Inst Consumer Res SIFO, N-0405 Oslo, Norway.
RP Berg, L (reprint author), Natl Inst Consumer Res SIFO, POB 4682, N-0405 Oslo, Norway.
EM lisbet.berg@sifo.no
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NR 40
TC 5
Z9 5
U1 0
U2 5
PU WILEY-BLACKWELL
PI MALDEN
PA COMMERCE PLACE, 350 MAIN ST, MALDEN 02148, MA USA
SN 1470-6423
J9 INT J CONSUM STUD
JI Int. J. Consum. Stud.
PD MAY
PY 2008
VL 32
IS 3
BP 222
EP 232
DI 10.1111/j.1470-6431.2008.00668.x
PG 11
WC Business
SC Business & Economics
GA V18DL
UT WOS:000207985400006
DA 2020-02-20
ER

PT J
AU Lown, JM
AF Lown, Jean M.
TI Consumer bankruptcy in Utah (USA): who files and why?
SO INTERNATIONAL JOURNAL OF CONSUMER STUDIES
LA English
DT Article
DE Consumer bankruptcy; consumer credit; consumer debt; financial
   education; United States
AB This study examined consumer debtors who filed for bankruptcy and their reasons for filing in Utah, the U. S. state that ranked first in household filing rate in 2002-2004 and consistently ranks in the top ten of the 50 states. The purpose of the study was to determine the demographic characteristics of debtors and reasons for filing. Data were collected during 2004-2005 via survey from 508 debtors. The debtors reported employment problems, medical expenses, divorce or other family problems, as well as trouble managing their finances and overuse of credit cards. More than half of the debtors owed medical providers. Debtors were more likely to report a reduction in income than job loss. Self-employed persons were over represented. Respondent debtors are less educated, less likely to be married and less likely to own a home compared with Utahns and other Americans. Contrary to expectations, debtor households were smaller than the state average, which may be due to the young age of debtors. Results suggest that in order to reduce the bankruptcy rate in Utah, consumer educators should target renters, adults with less than a college education, divorcing persons and small business owners. Utah's mandate for a personal finance graduation requirement should be implemented early in the secondary school curriculum.
C1 Utah State Univ, Logan, UT 84322 USA.
RP Lown, JM (reprint author), Utah State Univ, 2905 Old Main Hill, Logan, UT 84322 USA.
EM Jean.Lown@usu.edu
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NR 33
TC 3
Z9 3
U1 0
U2 6
PU WILEY
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 1470-6423
EI 1470-6431
J9 INT J CONSUM STUD
JI Int. J. Consum. Stud.
PD MAY
PY 2008
VL 32
IS 3
BP 233
EP 240
DI 10.1111/j.1470-6431.2008.00669.x
PG 8
WC Business
SC Business & Economics
GA V18DL
UT WOS:000207985400007
DA 2020-02-20
ER

PT J
AU Gounaris, SP
   Koritos, CD
AF Gounaris, Spiros
   Koritos, Christos
TI Using the extended innovation attributes framework and consumer personal
   characteristics as predictors of internet banking adoption
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE innovation attributes; consumer behaviour; internet banking; logistic
   regression
ID TECHNOLOGY ACCEPTANCE MODEL; INFORMATION-TECHNOLOGY; USER ACCEPTANCE;
   SERVICES; VARIABLES; BEHAVIOR; USAGE; RISK
AB The presumed dominant role of usability attributes (ie usefulness and ease of use) in predicting consumer adoption of a technologically based innovation (eg internet banking - IB) is reexamined, by using an extended framework, which, apart from usability, incorporates the social and psychological aspects of the adoption process. Furthermore, given that IB has been around for almost a decade, it is high time to update the profile of the potential adopters. Results, underscore the role of social factors as predictors of potential IB adopters, whereas the demographic profile of future IB adopters displays important differences compared to that of those already using IB. Possible explanations are discussed, along with implication for practitioners and suggestions for future research.
C1 [Gounaris, Spiros] Athens Univ Econ & Business, Dept Mkt & Commun, Mkt, Athens, Greece.
   [Koritos, Christos] Athens Univ Econ & Business, Dept Mkt & Commun, Lab Res Mkt, Athens, Greece.
RP Koritos, CD (reprint author), Athens Univ Econ & Business, Dept Mkt & Commun, Lab Res Mkt, Athens, Greece.
EM ccoritos@aueb.gr
RI Koritos, Christos/N-6803-2018
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NR 55
TC 9
Z9 9
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD MAY
PY 2008
VL 13
IS 1
SI SI
BP 39
EP 51
DI 10.1057/fsm.2008.4
PG 13
WC Business
SC Business & Economics
GA V74YC
UT WOS:000211811300005
DA 2020-02-20
ER

PT J
AU Rootman, C
   Tait, M
   Bosch, J
AF Rootman, Chantal
   Tait, Madele
   Bosch, Johan
TI Variables influencing the customer relationship management of banks
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE Customer relationship management (CRM); knowledgeability; attitude;
   two-way communication
AB Banks are important role players to the economy of any country. However, to survive in a competitive business environment banks need to focus on building and maintaining client relationships and to identify how their employees influence these relationships. This study investigates the influence of variables, with regard to bank employees, on the customer relationship management (CRM) of banks. A literature study explains CRM, the banking industry and employees' involvement with banking clients. To assess the impact of the predetermined variables from literature on the CRM of banks, a number of hypotheses were constructed and tested empirically among a sample of banking clients. The findings reveal that the variables knowledgeability and attitude of bank employees have a statistically significant impact on the effectiveness of the CRM strategies of banks. Based on the findings of the empirical investigation, strategies are provided for banks to improve their employees' knowledgeability and attitude in order to ensure more effective CRM strategies.
C1 [Rootman, Chantal] Nelson Mandela Metropolitan Univ, Port Elizabeth, South Africa.
RP Rootman, C (reprint author), Nelson Mandela Metropolitan Univ, Port Elizabeth, South Africa.
EM Chantal.rootman@nmmu.ac.za
CR [Anonymous], 2003, S AFRICA YB
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NR 17
TC 8
Z9 9
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD MAY
PY 2008
VL 13
IS 1
SI SI
BP 52
EP 62
DI 10.1057/fsm.2008.5
PG 11
WC Business
SC Business & Economics
GA V74YC
UT WOS:000211811300006
DA 2020-02-20
ER

PT J
AU Menor, LJ
   Roth, AV
AF Menor, Larry J.
   Roth, Aleda V.
TI New service development competence and performance: An empirical
   investigation in retail banking
SO PRODUCTION AND OPERATIONS MANAGEMENT
LA English
DT Article; Proceedings Paper
CT Conference of the Production-and-Operations-Management-Society and the
   College-of-Service-Operations
CY OCT, 2004
CL Columbia Univ, New York, NY
SP Product & Operat Management Soc, Coll Serv Operat, Columbia Univ, Grad Sch Business, New York Univ, Stern Sch Business, Univ Penn, Wharton Sch, Yale Univ, Sch Management, IBM
HO Columbia Univ
DE new service development; service operations management; competencies;
   structural equations modeling
ID RESOURCE-BASED VIEW; SUSTAINED COMPETITIVE ADVANTAGE; CONFIRMATORY
   FACTOR-ANALYSIS; PRODUCT DEVELOPMENT; INFORMATION-TECHNOLOGY;
   OPERATIONS-MANAGEMENT; FINANCIAL SERVICES; CUSTOMER SATISFACTION;
   CONSTRUCT DEVELOPMENT; CONCEPTUAL-MODEL
AB W hat can service firms do to improve their ability to offer new services? In this paper we argue that new service development success results from building a competence in the management of service development resources and routines. We conceptualize new service development competence as a multidimensional, second-order latent construct that is represented by a system of four interrelated and complementary dimensions: (1) formalized new service development processes, (2) market acuity, (3) new service development strategy, and (4) information technology use and experience. We hypothesize that the growth of new service development competence is related to improved new service development performance. Using structural equations modeling, we analyze survey data from 166 retail banks and report three key empirical findings. First, we show that the four hypothesized dimensions are statistically significant in defining new service development competence. Second, contrary to conventional wisdom in new product development, we find that formalized processes play a lesser role in the success of new service development compared with the other three dimensions. Instead, market acuity-which captures the firm's ability to see the competitive environment clearly and to anticipate and respond to customers' evolving needs and wants-was the most important new service development competence indicator. Finally, we demonstrate the positive effect of new service development competence on new service development performance and show that new service development competence is also significantly related to business-level performance. Together, our empirical results suggest that complementary benefits arise from the adoption of a more holistic approach to the management of new service development at the program level.
C1 [Menor, Larry J.] Univ Western Ontario, Richard Ivey Sch Business, London, ON N6A 3K7, Canada.
   [Roth, Aleda V.] Clemson Univ, Coll Business & Behav Sci, Clemson, SC 29634 USA.
RP Menor, LJ (reprint author), Univ Western Ontario, Richard Ivey Sch Business, London, ON N6A 3K7, Canada.
EM lmenor@ivey.uwo.ca; aroth@clemson.edu
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NR 110
TC 60
Z9 62
U1 1
U2 45
PU WILEY-BLACKWELL
PI MALDEN
PA COMMERCE PLACE, 350 MAIN ST, MALDEN 02148, MA USA
SN 1059-1478
J9 PROD OPER MANAG
JI Prod. Oper. Manag.
PD MAY-JUN
PY 2008
VL 17
IS 3
BP 267
EP 284
DI 10.3401/poms.1080.0034
PG 18
WC Engineering, Manufacturing; Operations Research & Management Science
SC Engineering; Operations Research & Management Science
GA 315HB
UT WOS:000256868000004
DA 2020-02-20
ER

PT J
AU Bergendahl, G
   Lindblom, T
AF Bergendahl, Goeran
   Lindblom, Ted
TI Evaluating the performance of Swedish savings banks according to service
   efficiency
SO EUROPEAN JOURNAL OF OPERATIONAL RESEARCH
LA English
DT Article; Proceedings Paper
CT 34th Meeting of the Euro-Working-Group-on-Financial-Modelling
CY MAY 12-14, 2004
CL European Sch Managaement, Paris, FRANCE
SP Euro Working Grp Financial Modelling
HO European Sch Managaement
DE savings banks; performance; service efficiency; DEA
ID COST-EFFICIENCY; FINANCIAL INSTITUTIONS; OPERATING EFFICIENCY;
   DEREGULATION; FUTURE; DEA
AB This article develops principles for an evaluation of the efficiency of a savings bank. It starts out from the observation that such a bank is less profit oriented than a commercial bank. The customer is a vital stakeholder to the savings bank implying a greater emphasis on customer service provision. We are using data envelopment analysis (DEA) as a method to consider the service orientation of savings banks. We thereby demonstrate how an evaluation of the performance of savings banks according to "service efficiency" differs from an evaluation based on the traditional "profit" or shareholder concept. We determine the number of Swedish savings banks being "service efficient" as well as the average degree of service efficiency in this industry. (C) 2006 Elsevier B.V. All rights reserved.
C1 Univ Gothenburg, Sch Business, Dept Business Adm, Gothenburg 40530, Sweden.
RP Bergendahl, G (reprint author), Univ Gothenburg, Sch Business, Dept Business Adm, Box 610, Gothenburg 40530, Sweden.
EM goran.bergendahl@handels.gu.se
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NR 35
TC 15
Z9 15
U1 0
U2 12
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0377-2217
J9 EUR J OPER RES
JI Eur. J. Oper. Res.
PD MAR 16
PY 2008
VL 185
IS 3
BP 1663
EP 1673
DI 10.1016/j.ejor.2006.08.027
PG 11
WC Management; Operations Research & Management Science
SC Business & Economics; Operations Research & Management Science
GA 233DL
UT WOS:000251070500053
DA 2020-02-20
ER

PT J
AU Mohanty, RK
AF Mohanty, R. K.
TI HUNTING CUSTOMERS' SATISFACTION IN BANKS
SO GURUKUL BUSINESS REVIEW-GBR
LA English
DT Article
AB Today's new generation super consumers; who are known as "vigilant consumers" are smart, discriminating and vocal. They demand value for their money and expect the companies that they buy from; to be responsible and accountable.
   With the onset of deregulation process and competitive pressures becoming more intensified in the banking environment in India, the markets are getting changed drastically and are being customer centric.
   A pertinent question arises: what are the determinants that make customer service effective, Le. which factors contribute most towards the physical, financial, intellectual, psychological and emotional, satisfaction of customers of banks. Is it the variety of deposit and credit schemes, high tech products such as ATM, ABB, internet banking etc, infrastructure facilities of a branch, prompt service rendered by the branch staff, interest and other service charges or a combination of one, two or more of these inputs make a branch more effective and attractive to a customer.
   It is observed that there are wide gaps exist between the expectations and views of customers on one hand and products and service delivery by banks on the other hand. Also there exist many socio-cultural-economic aspects quite specific and relevant from the viewpoint of customers as well as banks. Many of these issues are either not addressed so far or to a little extent Customer satisfaction is not only applicable to external customers; but also equally applicable to internal customers (i.e. employees). They too require job satisfaction, when working with a particular organisation.
   Most methods of boosting customer satisfaction are based on 'common sense'. However, it is amazing to note the many organizations fail to do simple things, in a simple manner, resulting in customer dissatisfaction. Another aspect that can boost customer satisfaction is to deliver products and services, on time. Nothing frustrates a customer more than having to wait indefinitely to receive a product or a service that has been paid for.
   Understanding their needs and attending it accordingly, will leave no room for any grievance. Mishandling the issue invites displeasure of the customer, which ultimately snowballs into a complaint on discourteous behavior and poor service. Measuring customer satisfaction is very important, and distinguishing between degrees of satisfaction is crucial. Only by doing so they can hold on to the customers they have and understand how to better attract new customers.
   With every commercial bank trying to attract & catch the best & profitable business available in the market, the bank that is able to serve the customer beyond his expectation, will only survive
C1 [Mohanty, R. K.] Indian Overseas Bank, Janakpuri Branch, New Delhi, India.
RP Mohanty, RK (reprint author), Indian Overseas Bank, Janakpuri Branch, New Delhi, India.
CR Anderson Eugene W., 2007, J MARKETING, V58
   Batra P., 1997, SERVICE CUSTOMERS
   Bhatt A., 1997, MARKETING DEFINITION
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NR 9
TC 0
Z9 0
U1 0
U2 0
PU GURUKUL KANGRI UNIV, FAC MANAGEMENT STUDIES
PI HARDWAR
PA REGISTRAR, GURUKUL KANGRI UNIV, GURUKULA KANGRI VISHWAVIDYALAYA,
   HARDWAR, UTTARAKHAND 249 404, INDIA
SN 0973-1466
EI 0973-9262
J9 GURUKUL BUS REV-GBR
JI Gurukul Bus. Rev.-GBR
PD SPR
PY 2008
VL 4
BP 47
EP 52
PG 6
WC Business
SC Business & Economics
GA V5U4V
UT WOS:000219950000008
DA 2020-02-20
ER

PT J
AU Dayan, M
   Al-Tamimi, HAH
   Lo Elhadji, A
AF Dayan, Mumin
   Al-Tamimi, Hussein A. Hassan
   Lo Elhadji, Amar
TI Perceived justice and customer loyalty in the retail banking sector in
   the UAE
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE Justice; customer satisfaction and loyalty
AB In this study, the impacts of the three dimensions of justice (distributive, interactional, and procedural) on customers 'post-complaint behaviour (ie exit vs loyalty) of both conventional and Islamic banks in the UAE were investigated. The results showed that interactional justice (eg courtesy) and distributive justice (eg refund) play predominant roles, since they impact both positive and negative emotions and the exit-loyalty behaviour of customers regardless of the type of bank (conventional or Islamic). The results show, however, that procedural justice (eg timeliness) has no impact on either negative or positive emotions and the exit-loyalty behaviour of either conventional bank customers or Islamic bank customers. The results were interpreted in terms of cultural context and in terms of managerial implications for conventional and Islamic banks that are mostly dealing with complaint handling and employee training. The limitations of this study are also discussed at the end.
C1 [Dayan, Mumin] Univ Sharjah, Coll Business Adm, Mkt, Sharjah, U Arab Emirates.
   [Al-Tamimi, Hussein A. Hassan] Univ Sharjah, Finance, Sharjah, U Arab Emirates.
   [Lo Elhadji, Amar] Awqaf Gen Trust, Sharjah, U Arab Emirates.
RP Dayan, M (reprint author), Univ Sharjah, Coll Business & Management, Dept Business Adm, POB 27272, Sharjah, U Arab Emirates.
EM mdayan@sharjah.ac.ae
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NR 30
TC 5
Z9 5
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD MAR
PY 2008
VL 12
IS 4
BP 320
EP 330
DI 10.1057/palgrave.fsm.4760085
PG 11
WC Business
SC Business & Economics
GA V74XS
UT WOS:000211810300007
DA 2020-02-20
ER

PT J
AU Jahangir, N
   Begum, N
AF Jahangir, Nadim
   Begum, Noorjahan
TI The role of perceived usefulness, perceived ease of use, security and
   privacy, and customer attitude to engender customer adaptation in the
   context of electronic banking
SO AFRICAN JOURNAL OF BUSINESS MANAGEMENT
LA English
DT Article
DE Perceived usefulness; perceived ease of use; security and privacy;
   customer attitude; customer adaptation; electronic banking
ID INTERNET BANKING; INFORMATION TECHNOLOGY; ACCEPTANCE MODEL; BEHAVIOR;
   DETERMINANTS; PERCEPTIONS; SERVICE
AB This research intends to propose a conceptual framework that will investigate the effects of perceived usefulness, ease of use, and security and privacy on customer adaptation mediated through customer attitude in the context of e-banking. To test the framework, structural equation modeling techniques have been applied to data collected from 227 customers of private commercial banks in Bangladesh. Primarily this study aims to test the theoretical models to measure the causality whether perceived usefulness, ease of use, security and privacy, and customer attitude can foster customer adaptation. The initial results of the study indicate that perceived usefulness, ease of use, security and privacy, and customer attitude are significantly and positively related to customer adaptation. Implications for practicing managers and for future research are discussed.
C1 [Jahangir, Nadim; Begum, Noorjahan] Independent Univ, Dhaka, Bangladesh.
RP Jahangir, N (reprint author), Independent Univ, Dhaka, Bangladesh.
EM njahangir@iub.edu.bd
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NR 63
TC 59
Z9 59
U1 0
U2 7
PU ACADEMIC JOURNALS
PI VICTORIA ISLAND
PA P O BOX 5170-00200 NAIROBI, VICTORIA ISLAND, LAGOS 73023, NIGERIA
SN 1993-8233
J9 AFR J BUS MANAGE
JI Afr. J. Bus. Manag.
PD FEB
PY 2008
VL 2
IS 2
BP 32
EP 40
PG 9
WC Business; Management
SC Business & Economics
GA 368SI
UT WOS:000260642400002
DA 2020-02-20
ER

PT J
AU Choudhury, K
AF Choudhury, Koushiki
TI Service Quality: Insights From The Indian Banking Scenario
SO AUSTRALASIAN MARKETING JOURNAL
LA English
DT Article
DE service quality; dimensions; attitude; competence; convenience;
   tangibles
AB The Indian banking industry is going through turbulent times. With the lowering of entry barriers and blurring of product lines of banks and non-banks since the financial sector reforms, banks are functioning increasingly under competitive pressures. Hence, it is imperative that banks maintain a loyal customer base. In order to achieve this and improve their market and profit positions, many retail banks are directing their strategies towards increasing customer satisfaction and loyalty through improved service quality. Moreover, with the advent of international banking, the trend towards larger bank holding companies, and innovations in the marketplace, customers have greater and greater difficulty in distinguishing and selecting one institution from another. Therefore the current problem for the banking industry in India is to determine the dimensions of customer-perceived service quality. This is because if service quality dimensions can be identified, service managers should be able to improve the delivery of customer perceived quality during the service process and have greater control over the overall outcome.
   The objective of the study was to explore the dimensions of customer perceived service quality in the context of the Indian retail banking industry. A set of service quality parameters, drawn from customers' perceptions about service quality as well as the bank marketing and service quality literature, were drawn up. These parameters have been used in the context of four of the largest banks in India to identify the underlying dimensions of service quality, using factor analysis.
   The study suggests that customers distinguish four dimensions of service quality in the case of the retail banking industry in India, namely, attitude, competence, tangibles and convenience. Identifying the underlying dimensions of the service quality construct in the Indian retail banking industry is the first step in the definition and hence provision of quality service. This article has drawn upon the findings of the service quality dimensions to contend the initiatives that banks' managers can take to enhance employees' skills and attitudes and instill a customer-service culture.
C1 [Choudhury, Koushiki] Indian Inst Management, Mkt, Kolkata, W Bengal, India.
RP Choudhury, K (reprint author), Indian Inst Management, Mkt, Kolkata, W Bengal, India.
EM koushiki@iimcal.ac.in
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NR 28
TC 12
Z9 12
U1 0
U2 0
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 1441-3582
EI 1839-3349
J9 AUSTRALAS MARK J
JI Australas. Mark. J.
PY 2008
VL 16
IS 1
BP 48
EP 61
DI 10.1016/S1441-3582(08)70004-1
PG 14
WC Business
SC Business & Economics
GA V29LX
UT WOS:000215497600004
DA 2020-02-20
ER

PT J
AU Heijes, C
AF Heijes, Coen
TI Culture, convenience or efficiency Customer behaviour in choosing local
   or foreign banks in China
SO CHINESE MANAGEMENT STUDIES
LA English
DT Article
DE China; Banking; National cultures; Consumer behaviour; Supplier
   evaluation
ID BUSINESS; CONSEQUENCES; GUANXI; ECONOMIES; SERVICES; BELIEFS; VALUES;
   MARKET; IMPACT
AB Purpose - The purpose of this paper is to define and test a supplier selection model for Chinese and foreign banks in China.
   Design/methodology/approach - In total, 12 reasons affecting customers' choice in selecting Chinese or foreign banks are developed and their respective importance are tested through 2,000 questionnaires which were distributed over the city-zones of Hangzhou.
   Findings - Supplier performance in terms of responsiveness is of particular importance in preferring foreign banks, which are seen to have an advantage in terms of professionalism, innovation and client-orientation. For Chinese banks only one selection reason belongs to an inherent advantage, a large and convenient network, with the other reasons deriving from government's protection and historical conditions. Surprisingly, cultural aspects such as "guanxi" or personal relationship are only of minor importance.
   Research limitations/implications - Differentiates customers only by way of age and salary and focuses on the eastern urban population. Another shortcoming is the lack of extended qualitative research.
   Practical implications - With the transition of the market for financial services in China customers will have increasing options to choose between Chinese and foreign banks. This paper offers valuable information regarding customer selection processes in China.
   Originality/value - With most cross-comparative research based on standard cultural dimensions, this study focuses on specific behaviour of Chinese customers in selecting services with Chinese or foreign banks, finding cross-national differences to be less important than the characteristics of the specific market or product. This work also adds to the ongoing research agenda concerning Chinese customers' behaviour and Chinese banking.
C1 Univ Groningen, Fac Econ & Business, Sch Management, Groningen, Netherlands.
RP Heijes, C (reprint author), Univ Groningen, Fac Econ & Business, Sch Management, Groningen, Netherlands.
EM c.p.a.heijes@rug.nl
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   2003, ECONOMIST       0121
NR 58
TC 3
Z9 4
U1 0
U2 21
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1750-614X
EI 1750-6158
J9 CHIN MANAG STUD
JI Chin. Manag. Stud.
PY 2008
VL 2
IS 3
BP 183
EP 202
DI 10.1108/17506140810895889
PG 20
WC Management
SC Business & Economics
GA 638ZC
UT WOS:000280938800003
DA 2020-02-20
ER

PT J
AU McDonald, LM
   Rundle-Thiele, S
AF McDonald, Lynette M.
   Rundle-Thiele, Sharyn
TI Corporate social responsibility and bank customer satisfaction A
   research agenda
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Customer satisfaction; Corporate social responsibility; Banks; Customer
   loyalty
AB Purpose - The purpose of this paper is to explore the relationship between corporate social responsibility (CSR) and customer outcomes.
   Design/methodology/approach - This paper reviews the literature on CSR effects and satisfaction, noting gaps in the literature.
   Findings - A series of propositions is put forward to guide future research endeavours.
   Research limitations/implications - By understanding the likely impact on customer satisfaction of CSR initiatives vis-a-vis customer-centric initiatives, the academic research community can assist managers to understand how to best allocate company resources in situations of low customer satisfaction. Such endeavours are managerially relevant and topical. Researchers seeking to test the propositions put forward in this paper would be able to gain links with, and possibly attract funding from, banks to conduct their research. Such endeavours may assist researchers to redefine the stakeholder view by placing customers at the centre of a network of stakeholders.
   Practical implications - An understanding of how to best allocate company resources to increase the proportion of satisfied customers will allow bank marketers to reduce customer churn and hence increase market share and profits.
   Originality/value - Researchers have not previously conducted a comparative analysis of the effects of different CSR initiatives on customer satisfaction, nor considered whether more customer-centric initiatives are likely to be more effective in increasing the proportion of satisfied customers.
C1 [McDonald, Lynette M.] Griffith Univ, Griffith Business Sch, Dept Mkt, Meadowbrook, Qld, Australia.
   [Rundle-Thiele, Sharyn] Univ Southern Queensland, Fac Business, Springfield, Qld, Australia.
RP McDonald, LM (reprint author), Griffith Univ, Griffith Business Sch, Dept Mkt, Meadowbrook, Qld, Australia.
EM l.mcdonald@griffith.edu.au
RI Rundle-Thiele, Sharyn/S-5951-2019
OI Rundle-Thiele, Sharyn/0000-0003-2536-3767
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NR 49
TC 88
Z9 90
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2008
VL 26
IS 3
BP 170
EP 182
DI 10.1108/02652320810864643
PG 13
WC Business
SC Business & Economics
GA V0P6N
UT WOS:000216444400002
DA 2020-02-20
ER

PT J
AU Heffernan, T
   O'Neill, G
   Travaglione, T
   Droulers, M
AF Heffernan, Troy
   O'Neill, Grant
   Travaglione, Tony
   Droulers, Marcelle
TI Relationship marketing The impact of emotional intelligence and trust on
   bank performance
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Emotional intelligence; Relationship marketing; Banks; Financial
   performance; Trust; Australia
ID SERVICE RELATIONSHIPS; INTERPERSONAL LIKING; MODEL; SATISFACTION;
   MANAGEMENT; COMMITMENT; QUALITY; LOYALTY; SUCCESS; ROLES
AB Purpose - The two aims of this paper are to explore the development of trust for relationships between staff and customers in the banking sector and to investigate possible links between financial performance of relationship manager and their levels of emotional intelligence (EI) and trust.
   Design/methodology/approach - An internet survey was undertaken, where respondents were asked to complete an EI test and questions relating to trusting behaviour. These data were integrated with financial performance data supplied by the bank. Exploratory and confirmatory factor analysis and correlation analysis was used to identify links.
   Findings - Trust was found to be made up of three components: dependability; knowledge; and expectations. Further, there were significant correlations between both trust and EI, when compared to the financial performance of a relationship manager.
   Research limitations/implications - The methods used by the bank to collect performance data have limited the analysis that could be conducted.
   Practical implications - Increased awareness by the relationship managers of their own emotions, and how they perceive and act upon the emotions of others, should favourably impact financial performance.
   Originality/value - This paper is an important initial step in highlighting the significance of EI and trust in the relationship marketing/selling arena.
C1 [Heffernan, Troy] Univ Plymouth, Plymouth Business Sch, Plymouth, Devon, England.
   [O'Neill, Grant; Droulers, Marcelle] Charles Sturt Univ, Sch Mkt & Management, Bathurst, NSW, Australia.
   [Travaglione, Tony] Curtin Univ, Perth, WA, Australia.
RP Heffernan, T (reprint author), Univ Plymouth, Plymouth Business Sch, Plymouth, Devon, England.
EM troy.heffernan@plymouth.ac.uk
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NR 82
TC 44
Z9 47
U1 1
U2 1
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2008
VL 26
IS 3
BP 183
EP 199
DI 10.1108/02652320810864652
PG 17
WC Business
SC Business & Economics
GA V0P6N
UT WOS:000216444400003
DA 2020-02-20
ER

PT J
AU Guo, X
   Duff, A
   Hair, M
AF Guo, Xin
   Duff, Angus
   Hair, Mario
TI Service quality measurement in the Chinese corporate banking market
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Customer services quality; Banking; Corporate finances; China
AB Purpose - The purpose of this paper is to construct a measurement instrument to capture service quality in the Chinese corporate banking market.
   Design/methodology/approach - To create the measurement instrument, Chinese Banking Service Quality (CBSQ), constructs are utilised from the generic service quality literature and Chinese business culture. In addition, 18 financial managers were interviewed to identify how other aspects of the Chinese banking market could be included in the new instrument. CBSQ was administered to 259 corporate customers in China. Exploratory and confirmatory factor analyses were used to assist data reduction, test hypothesised models and refine scales.
   Findings - Factor analysis identifies that service quality in Chinese corporate banking is measured by a nested model, consisting of two higher-order constructs (i.e. functional quality and technical quality) and four lower-order dimensions (i.e. reliability, human capital, technology and communication).
   Research limitations/implications - The data were collected from corporate customers in China, and hence the findings of this paper may not be generalisable to other contexts.
   Practical implications - The presence of CBSQ is timely given the rapid development of the Chinese banking sector, allowing Chinese domestic banks and international banks to incorporate service quality issues into their strategic planning. Particularly, bank management could benefit from focusing their efforts on the four dimensions of CBSQ.
   Originality/value - This research contributes to our understanding of service quality in the Chinese banking market by creating CBSQ - a model to capture the quality of service provision in corporate banking. The utility of CBSQ for academics and practitioners is discussed along with avenues for future research.
C1 [Guo, Xin; Duff, Angus] Univ West Scotland, Paisley Business Sch, Accounting Finance & Law Div, Paisley, Renfrew, Scotland.
   [Hair, Mario] Univ West Scotland, Sch Engn & Sci, Div Phys Sci, Paisley, Renfrew, Scotland.
RP Guo, X (reprint author), Univ West Scotland, Paisley Business Sch, Accounting Finance & Law Div, Paisley, Renfrew, Scotland.
EM xin.guo@uws.ac.uk
OI Duff, Angus/0000-0003-3998-2761
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NR 72
TC 30
Z9 31
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2008
VL 26
IS 5
BP 305
EP 327
DI 10.1108/02652320810894389
PG 23
WC Business
SC Business & Economics
GA V0P7C
UT WOS:000216445900002
DA 2020-02-20
ER

PT J
AU Casalo, LV
   Flavian, C
   Guinaliu, M
AF Casalo, Luis V.
   Flavian, Carlos
   Guinaliu, Miguel
TI The role of satisfaction and website usability in developing customer
   loyalty and positive word-of-mouth in the e-banking services
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Virtual banking; Customer satisfaction; Customer loyalty; Electronic
   commerce
ID CONSUMER TRUST; SEARCH COSTS; ONLINE; QUALITY; ANTECEDENTS; COMMITMENT;
   CONSEQUENCES; DETERMINANTS; VALIDATION; INSTRUMENT
AB Purpose - Customer loyalty and positive word-of-mouth (WOM) have been traditionally two main goals aimed at by managers. Focusing on the online banking, the importance of these concepts is even greater due to the increasing competence in electronic commerce. Thus, the purpose of this paper is to characterize both concepts in the e-banking context.
   Design/methodology/approach - The influence of satisfaction and website usability in developing customer loyalty and positive WOM in the e-banking business were measured. After the validation of measurement scales, hypotheses are contrasted through structural modelling.
   Findings - This research showed that satisfaction with previous interactions with the bank website had a positive effect on both customer loyalty and positive WOM. In addition, website usability was found to have a positive effect on customer satisfaction and, as expected, loyalty was also significantly related to positive WOM.
   Practical implications - In order to develop customer loyalty and positive WOM, banks that operate in the internet should: prioritize ease-of-use in website development, and identify the needs of online customers (e.g. in terms of services offered) in order to offer them what they really want.
   Originality/value - Although the increasing competitiveness in e-business is motivating an exponential growth in the number of studies that analyze loyalty development and WOM in the internet, there is still a lack of studies that analyze the formation of both concepts in the e-banking context. Thus, this work represents a new contribution to the field of online banking, which has acquired a notable popularity in recent years.
C1 [Casalo, Luis V.; Flavian, Carlos; Guinaliu, Miguel] Univ Zaragoza, Zaragoza, Spain.
RP Flavian, C (reprint author), Univ Zaragoza, Zaragoza, Spain.
EM cflavian@unizar.es
RI GUINALIU, MIGUEL/E-7431-2011; Flavian, Carlos/G-4365-2013; Casalo, Luis
   V./T-7450-2019
OI GUINALIU, MIGUEL/0000-0002-1456-4726; Flavian,
   Carlos/0000-0001-7118-9013; Casalo, Luis V./0000-0002-9643-2814
FU Spanish Ministry of Science and Technology [SEC2005-4972, PM34]
FX The authors are grateful for the financial support of the Spanish
   Ministry of Science and Technology (SEC2005-4972; PM34).
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   Yang ZL, 2004, INT J SERV IND MANAG, V15, P302, DOI 10.1108/09564230410540953
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NR 89
TC 138
Z9 139
U1 0
U2 1
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2008
VL 26
IS 6
BP 399
EP 417
DI 10.1108/02652320810902433
PG 19
WC Business
SC Business & Economics
GA V0P7S
UT WOS:000216447500002
DA 2020-02-20
ER

PT J
AU Laukkanen, P
   Sinkkonen, S
   Laukkanen, T
AF Laukkanen, Pekka
   Sinkkonen, Suvi
   Laukkanen, Tommi
TI Consumer resistance to internet banking: postponers, opponents and
   rejectors
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Consumer behaviour; Virtual banking; Internet
ID SELF-SERVICE; INNOVATION RESISTANCE; TECHNOLOGY READINESS; USER
   ACCEPTANCE; ADOPTION; DIFFUSION; ATTITUDES; REASONS; MODEL
AB Purpose - The purpose of this paper is to further the understanding of innovation resistance by dividing internet banking non-adopters into three groups based on their intentions to use the innovation. Thereafter, the aim is to identify how the resistance differs in these customer groups.
   Design/methodology/approach - This study identifies three groups of internet banking non-adopters, namely postponers, opponents and rejectors. The data were collected by conducting an extensive postal survey among the retail banking customers in Finland who had not adopted internet banking. The measurement development was based on consumer resistance theory and the earlier literature on internet banking. Principal component analysis was used to classify the resistance items into five adoption barriers derived from the earlier literature. Thereafter, analysis of variance was used to analyse the statistical differences in resistance to internet banking between the three groups.
   Findings - Significant differences were identified between the groups explored. The resistance of the rejectors is much more intense and diverse than that of the opponents, while the postponers show only slight resistance. The results also indicate that psychological barriers are even higher determinants of resistance than usage and value, which are constructs related to ease-of-use and usefulness determining acceptance in the traditional technology acceptance model. Moreover, the findings highlight the role of self-efficacy in bank customers' risk perceptions to internet banking.
   Originality/value - This study provides further understanding of what inhibits internet banking adoption by comparing three non-adopter groups with respect to their resistance to internet banking. It also has implications for management in overcoming non-adopters' resistance to the innovation.
C1 [Laukkanen, Pekka; Sinkkonen, Suvi; Laukkanen, Tommi] Univ Kuopio, Dept Business & Management, Kuopio, Finland.
RP Laukkanen, P (reprint author), Univ Kuopio, Dept Business & Management, Kuopio, Finland.
EM pekka.laukkanen@uku.fi
OI Laukkanen, Tommi/0000-0002-6353-2835
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NR 60
TC 67
Z9 67
U1 0
U2 1
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2008
VL 26
IS 6
BP 440
EP 455
DI 10.1108/02652320810902451
PG 16
WC Business
SC Business & Economics
GA V0P7S
UT WOS:000216447500004
DA 2020-02-20
ER

PT J
AU Johns, R
   Perrott, B
AF Johns, Raechel
   Perrott, Bruce
TI The impact of internet banking on business-customer relationships (are
   you being self-served?)
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Self service; Production management; Relationship marketing;
   Business-to-business marketing
AB Purpose - The purpose of this paper is to show how technology has dramatically altered the way businesses operate in a business-to-business (B2B) context and has had profound influences on services, altering the way services are delivered. It is believed that the increased use of self-service technologies (SSTs) impacts on B2B relationships. The paper seeks to explore the impact of the use of internet banking on business relationships.
   Design/methodology/approach - The paper reviews the results and implications of recent exploratory research conducted with a small sample of Australian business bank customers.
   Findings - It was expected that perceptions of technology would impact on the relationship. However, it was the perception of the relationship which led respondents to develop a perception of the technology. Further research is recommended.
   Practical implications - Banks are encouraging internet banking to reduce service delivery costs and improve service quality for customers. However, a greater understanding of the impact of this on relationships is essential.
   Originality/value - The importance of developing and fostering relationships with customers has long been regarded as important within services marketing and also within B2B relationships. However, there is little discussion of the impact of self-service technologies on business relationships.
C1 [Johns, Raechel] Univ Canberra, Bruce, Australia.
   [Perrott, Bruce] Univ Technol, Sydney, NSW, Australia.
RP Johns, R (reprint author), Univ Canberra, Bruce, Australia.
EM Raechel.Johns@canberra.edu.au
OI Johns, Raechel/0000-0001-8648-4226
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NR 41
TC 12
Z9 12
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2008
VL 26
IS 7
SI SI
BP 465
EP 482
DI 10.1108/02652320810913846
PG 18
WC Business
SC Business & Economics
GA V0P8A
UT WOS:000216448300002
OA Green Published
DA 2020-02-20
ER

PT J
AU Grabner-Krauter, S
   Faullant, R
AF Grabner-Kraeuter, Sonja
   Faullant, Rita
TI Consumer acceptance of internet banking: the influence of internet trust
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Virtual banking; Trust; Risk assessment; Personality
ID E-COMMERCE; ONLINE TRUST; PERCEIVED RISK; ELECTRONIC COMMERCE;
   PERSONALITY-FACTORS; INTEGRATIVE MODEL; USER ACCEPTANCE; ADOPTION;
   TECHNOLOGY; PERFORMANCE
AB Purpose - This study seeks to investigate the role of internet trust as a specific form of technology trust in the context of internet banking. Furthermore, the integration of propensity to trust within the hierarchical structure of personality and its applicability to technological systems are investigated.
   Design/methodology/approach - The approach takes the form of an empirical study with 381 bank customers in Austria (adopters and non-adopters) and the use of a basic model of the adoption of internet banking with structural equation modelling (SEM).
   Findings - The results confirm the influence of internet trust on risk perception and consumer attitudes towards internet banking. Propensity to trust is a determinant not only for interpersonal relationships but also for trust in technological systems.
   Research limitations/implications - This is not a representative study. Future research is encouraged to systematically investigate further facets of the personality structure in trust and adoption research, as well as to test interaction effects of psychological determinants (from the study) and external stimuli (web site characteristics).
   Practical implications - Making the internet banking interface for the customer more attractive and easier to navigate is not enough to increase the adoption rate of internet banking. Trust-creating activities to increase internet trust and to diminish perceived risk must be continuously pursued. Propensity to trust is an important determinant in the fruitfulness of these actions.
   Originality/value - The paper presents the conceptualization of internet trust as a specific form of technology trust, and its pivotal role in the adoption process of internet banking, together with the extension of the propensity to trust concept to technological systems.
C1 [Grabner-Kraeuter, Sonja] Univ Klagenfurt, Dept Mkt & Int Management, Klagenfurt, Austria.
   [Faullant, Rita] Univ Klagenfurt, Dept Innovat Management & Entrepreneurship, Klagenfurt, Austria.
RP Grabner-Krauter, S (reprint author), Univ Klagenfurt, Dept Mkt & Int Management, Klagenfurt, Austria.
EM sonja.grabner@uni-klu.ac.at
RI Faullant, Rita/J-8178-2019; Grabner-Krauter, Sonja/C-6396-2009
OI Faullant, Rita/0000-0001-9835-8892; Grabner-Krauter,
   Sonja/0000-0001-5547-0972
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NR 110
TC 90
Z9 90
U1 0
U2 3
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2008
VL 26
IS 7
SI SI
BP 483
EP 504
DI 10.1108/02652320810913855
PG 22
WC Business
SC Business & Economics
GA V0P8A
UT WOS:000216448300003
DA 2020-02-20
ER

PT J
AU Zhao, AL
   Hanmer-Lloyd, S
   Ward, P
   Goode, MMH
AF Zhao, Anita Lifen
   Hanmer-Lloyd, Stuart
   Ward, Philippa
   Goode, Mark M. H.
TI Perceived risk and Chinese consumers' internet banking services adoption
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Risk management; Chinese people; Virtual banking
AB Purpose - The purpose of this paper is to identify risk factors that discourage Chinese consumers from adopting internet banking services (IBS). This market is experiencing fast growth; however, an in-depth understanding of Chinese consumers within this is lacking. Perceived risk is a key construct in Western consumer decision making, whereas whether this is true in China's IBS market is rarely researched. An exploration of this dynamic market is therefore critical to develop theoretical and practical implications.
   Design/methodology/approach - To maximise the comparability with existing Western findings, the current research adopts a quantitative approach to measure Chinese consumers' risk perception. However, as the existing literature provides limited guidelines associated with the current context, exploratory research was conducted to establish a general understanding and to identify additional elements of this particular market. A detailed instrument was developed and examined Chinese consumers' risk perception in depth. Primary data were collected by self-administered questionnaires containing 504 respondents from southern China. Exploratory factor analysis is employed to identify critical risk factors.
   Findings - Results indicate that the concept of perceived risk has merit in explaining Chinese consumers' decisions on whether to use IBS. Results clearly reveal that the significant risk barriers identified are influenced by culture and do not simply follow predominant Western patterns. Suggestions for banks are developed in an attempt to overcome these risk barriers.
   Originality/value - The current research adds value to the existing literature in that findings reinforce the need to (re) examine Western theories from a more critical perspective. This also leads to a discussion addressing further areas for open debate and research.
C1 [Zhao, Anita Lifen; Goode, Mark M. H.] Swansea Univ, Sch Business & Econ, Swansea, W Glam, Wales.
   [Hanmer-Lloyd, Stuart; Ward, Philippa] Univ Gloucestershire, Gloucestershire Business Sch, Cheltenham, Glos, England.
RP Zhao, AL (reprint author), Swansea Univ, Sch Business & Econ, Swansea, W Glam, Wales.
EM a.l.zhao@swansea.ac.uk
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NR 88
TC 41
Z9 41
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2008
VL 26
IS 7
SI SI
BP 505
EP 525
DI 10.1108/02652320810913864
PG 21
WC Business
SC Business & Economics
GA V0P8A
UT WOS:000216448300004
DA 2020-02-20
ER

PT J
AU Wong, DH
   Rexha, N
   Phau, I
AF Wong, David H.
   Rexha, Nexhmi
   Phau, Ian
TI Re-examining traditional service quality in an e-banking era
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Customer services quality; Marketing strategy; Financial services;
   Virtual banking; Electronic commerce; Banking
ID MULTIPLE-ITEM SCALE; CUSTOMER SATISFACTION; CONSUMER SATISFACTION;
   MODEL; DELIVERY; REASSESSMENT; CONSEQUENCES; TECHNOLOGY; PERCEPTION;
   RETENTION
AB Purpose - This paper aims to re-examine the role of traditional service quality in an e-banking environment by providing a review of how traditional service quality perceptions have evolved through the current and continuing stream of change in banking technology and the corresponding changes in the nature of how banks interact with their customers.
   Design/methodology/approach - Data were collected from a mail survey sent out to a commercially purchased mailing list of 2,500 business names and addresses. The overall usable response rate was 30.6 per cent. Quadrant analysis was performed on the service quality dimensions from the SERVQUAL scale.
   Findings - While the importance ranking of the five SERVQUAL dimensions has not changed dramatically over the years, large discrepancies were found between customer expectations and their perceived performance of traditional banking services.
   Practical implications - Quadrant analysis produced specific recommendations on how banks should prioritise the allocation of their resources to maintain high perceived service quality in their human interactions.
   Originality/value - This is the first study which revisits and re-examines traditional service quality in the e-banking era. It highlights how high levels of traditional service quality may lead to increased customer trust and thus more successful cross-selling of e-banking products to customers.
C1 [Wong, David H.; Rexha, Nexhmi; Phau, Ian] Curtin Univ Technol, Perth, WA, Australia.
   [Rexha, Nexhmi] Univ Zagreb, Zagreb, Croatia.
RP Wong, DH (reprint author), Curtin Univ Technol, Perth, WA, Australia.
EM David.Wong@cbs.curtin.edu.au
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NR 66
TC 16
Z9 16
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2008
VL 26
IS 7
SI SI
BP 526
EP 545
DI 10.1108/02652320810913873
PG 20
WC Business
SC Business & Economics
GA V0P8A
UT WOS:000216448300005
DA 2020-02-20
ER

PT J
AU Amin, M
   Isa, Z
AF Amin, Muslim
   Isa, Zaidi
TI An examination of the relationship between service quality perception
   and customer satisfaction A SEM approach towards Malaysian Islamic
   banking
SO INTERNATIONAL JOURNAL OF ISLAMIC AND MIDDLE EASTERN FINANCE AND
   MANAGEMENT
LA English
DT Article
DE Customer services quality; Customer satisfaction; Banking; Islam;
   Malaysia
AB Purpose - This study attempts to examine the relationship between service quality perception and customers' satisfaction in Malaysian Islamic banking using the SEM approach.
   Design/methodology/approach - This model starts with SERVQUAL measurement scales consisting of six dimensional structures: tangibles, reliability, responsiveness, assurance, and empathy, and plus the compliance dimensions to measure Malaysian Islamic banking service quality. Respondents are the customers (Muslim and non-Muslim) who visit the bank counters. They must have an account with one of the full-fledged Islamic banking and dual-banking systems.
   Findings - The results showed that the proportion of Malaysian Muslims' awareness of the Islamic banking products and services were high compared to non-Muslim customers. The majority of the Islamic banking customers were satisfied with the overall service quality provided by their banks. The findings suggest that the standard model of Islamic banking service quality dimensions should consist of the six dimensions and good determinants of satisfaction. The relationship between service quality and customer satisfaction was significant.
   Research limitations/implications - Further research should be considered in order to gather more information regarding service quality and customer satisfaction dimensions in the context of Malaysian Islamic banking industry.
   Practical implications - The six dimensions of SERVQUAL represent a valid instrument to measure service quality in Malaysian Islamic banking. Providing financial counseling to attract Muslim customers to use more Islamic banking products and services is critical, where 60 percent of the Malaysian population is Muslim. There is a potential target market for Islamic banking that needs be concerned.
   Originality/value - This research is important in line with the obvious cross-cultural and religious differences between these two key customer segments; Muslims and non-Muslims. In the Malaysian context, there is a strategic dimension that needs to be understood.
C1 [Amin, Muslim; Isa, Zaidi] Univ Kebangsaan Malaysia, Fac Sci & Technol, Bangi, Malaysia.
RP Amin, M (reprint author), Univ Kebangsaan Malaysia, Fac Sci & Technol, Bangi, Malaysia.
EM tengkumuslim@yahoo.com
OI Amin, Muslim/0000-0003-0818-5663
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NR 60
TC 77
Z9 77
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1753-8394
EI 1753-8408
J9 INT J ISLAMIC MIDDLE
JI Int.J. Islamic Middle Eastern Finance Manag.
PY 2008
VL 1
IS 3
BP 191
EP 209
DI 10.1108/17538390810901131
PG 19
WC Business, Finance; Management
SC Business & Economics
GA V12SQ
UT WOS:000214365900002
DA 2020-02-20
ER

PT J
AU Kathuria, R
   Joshi, MP
   Dellande, S
AF Kathuria, Ravi
   Joshi, Maheshkumar P.
   Dellande, Stephanie
TI International growth strategies of service and manufacturing firms The
   case of banking and chemical industries
SO INTERNATIONAL JOURNAL OF OPERATIONS & PRODUCTION MANAGEMENT
LA English
DT Article
DE Operation management; Strategic alliances; Service industries;
   Globalization; Manufacturing industries
ID MARKET ENTRY MODE; CUSTOMER CONTACT; OPERATIONS MANAGEMENT;
   SPECIAL-ISSUE; CHOICE; TRANSACTION; COST; KNOWLEDGE; MATTER; FUTURE
AB Purpose - The purpose of this paper is to examine the differences in growth strategies - domestic and international - of manufacturing and service firms. Hardly any literature exists that empirically investigates the differences on account of the distinctive characteristics of goods and services, and such studies rarely draw from the operations management field.
   Design/methodology/approach - Multiple analysis of variance is used to analyze longitudinal data from multiple secondary sources.
   Findings - Mixed services, such as banks, focus more on domestic growth and less on international growth. Manufacturers, such as chemical firms, focus more on international activities as compared to domestic activities. Mixed service firms seem to prefer collaborative approaches, whereas goods producers prefer wholly owned ventures.
   Research limitations/implications - The data collection methodology applied in this study may be applicable to many other topics of operations management. Future researchers may examine internationalization of services from front and back office perspectives, and compare information-processing, possession-processing, and people-processing services in their choices of mode of entry and resultant performance differences.
   Practical implications - The findings are relevant for developing operations strategy, including location alternatives, for both manufacturing and service firms as different nations become a part of the global village. Appropriate modes of entry in an international arena for both service and manufacturing firms are identified.
   Originality/value - A cross-functional study that uses longitudinal data from secondary sources in an innovative way with significant implications for operations managers and researchers.
C1 [Kathuria, Ravi] Chapman Univ, Argyros Sch Business & Econ, Orange, CA USA.
   [Joshi, Maheshkumar P.] George Mason Univ, Sch Management, Fairfax, VA 22030 USA.
   [Dellande, Stephanie] Univ New Orleans, Coll Business Adm, Dept Mkt & Logist, New Orleans, LA 70148 USA.
RP Kathuria, R (reprint author), Chapman Univ, Argyros Sch Business & Econ, Orange, CA USA.
EM kathuria@chapman.edu
OI Joshi, Maheshkumar P./0000-0003-0077-7277
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NR 62
TC 12
Z9 13
U1 0
U2 17
PU EMERALD GROUP PUBLISHING LIMITED
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0144-3577
J9 INT J OPER PROD MAN
JI Int. J. Oper. Prod. Manage.
PY 2008
VL 28
IS 9-10
BP 968
EP 990
DI 10.1108/01443570810903113
PG 23
WC Management
SC Business & Economics
GA 373YP
UT WOS:000261009700008
DA 2020-02-20
ER

PT J
AU Bellou, V
   Andronikidis, A
AF Bellou, Victoria
   Andronikidis, Andreas
TI The impact of internal service quality on customer service behaviour
   Evidence from the banking sector
SO INTERNATIONAL JOURNAL OF QUALITY & RELIABILITY MANAGEMENT
LA English
DT Article
DE Internal marketing; Customer services quality; Customer satisfaction;
   Consumer behaviour; Banks; Greece
AB Purpose - The increasing importance of customer satisfaction is uncontested. Yet, banks are currently facing another major challenge, meeting the changing needs of customers. For this reason, the present study aims to examine the effect that internal service quality has on employees' prosocial customer behaviour displayed, which is crucial for customers' perception of service quality. This effect was examined both for publicly and for privately held banks.
   Design/methodology/approach - Out of 19 banks that operate in a major Greek city, 16 agreed to cooperate. The researchers personally administered 10 questionnaires to front-line employees of every branch, on a random basis, and gathered 113 usable questionnaires. Responses were analysed using descriptive statistics, and regression analyses.
   Findings - The findings indicate that employees are more likely to improve their general performance and are more cooperative when internal service quality exists. Despite the fact that employees in both sectors agree to the fact that reliability and access are critical for displaying role-prescribed customer behaviour, there are significant difference with regards to cooperation and extra-role customer behaviour.
   Research limitations/implications - Since, the study took place in only one Greek city, increasing the sample base both in terms of the number of cities and respondents could provide safer generalizations of findings.
   Practical implications - Quality circles, employee involvement and human resource management policies designed to stress internal service quality can enhance employees' willingness to serve customers, and in turn increase service quality provided to external customers.
   Originality/value - The paper assesses the impact of internal service quality on customer service behaviour, focusing on the Greek banking sector.
C1 [Bellou, Victoria] Univ Thessaly, Argonafton & Filellinon, Volos, Greece.
   [Andronikidis, Andreas] Univ Macedonia, Thessaloniki, Greece.
RP Andronikidis, A (reprint author), Univ Macedonia, Thessaloniki, Greece.
EM andro@uom.gr
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NR 58
TC 15
Z9 15
U1 5
U2 5
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-671X
EI 1758-6682
J9 INT J QUAL RELIAB MA
JI Int. J. Qual. Reliab. Manag.
PY 2008
VL 25
IS 9
BP 943
EP +
DI 10.1108/02656710810908098
PG 13
WC Management
SC Business & Economics
GA V70BP
UT WOS:000211482400005
DA 2020-02-20
ER

PT J
AU Ho, SH
   Ko, YY
AF Ho, Shu-Hsun
   Ko, Ying-Yin
TI Effects of self-service technology on customer value and customer
   readiness - The case of Internet banking
SO INTERNET RESEARCH
LA English
DT Article
DE self-service; customer relations; virtual banking
ID 2 THEORETICAL-MODELS; USER ACCEPTANCE; CONTINUED USE; HONG-KONG;
   CONSUMER; DETERMINANTS; EXTENSION; ADOPTION; QUALITY
AB Purpose - The purpose of this paper is to investigate whether self-service technology (SST) can enhance customer value (CV) and customer readiness (CR). In addition, it is proposed to inspect the effects of CV and CR in customers' continued use of Internet banking.
   Design/methodology/approach - An online survey was used with a sample of 771 respondents. Structural equation models (SEM) were used to examine 11 hypotheses in the theoretical framework.
   Findings - SST characteristics (i.e. ease of use, usefulness, costs saved, and self-control) demonstrated positive effects on CV and CR. CR is positively related to CV. Furthermore, customers are willing to use Internet banking when CV and CR are high.
   Research limitations/implications - The study examines the factors contributing to positive effects on customers' continued use of Internet banking. Further research is recommended to investigate the effects of negative factors, such as risk and complexity. In addition, the same methods should be used to reproduce the survey in other industries to support generalizability.
   Practical implications - Managers should reinforce SST in order to increase CV and CR, which would influence customers' willingness to continue using Internet banking.
   Originality/value - Unlike previous research, the study focuses on consumers' continued use of Internet banking as opposed to initial use. It concentrates on customer retention rather than customer acquisition. It is the first study to conclude that CV and CR significantly affect continued use of SST.
C1 [Ho, Shu-Hsun; Ko, Ying-Yin] Providence Univ, Dept Business Adm, Shalu, Taiwan.
RP Ho, SH (reprint author), Providence Univ, Dept Business Adm, Shalu, Taiwan.
EM shho@pu.edu.tw
FU NSCNational Science Council of Taiwan [95-2416H-126-008]
FX The research reported in this article was supported by NSC Grant
   95-2416H-126-008.
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NR 47
TC 51
Z9 53
U1 2
U2 32
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1066-2243
J9 INTERNET RES
JI Internet Res.
PY 2008
VL 18
IS 4
BP 427
EP 446
DI 10.1108/10662240810897826
PG 20
WC Business; Computer Science, Information Systems; Telecommunications
SC Business & Economics; Computer Science; Telecommunications
GA 350MC
UT WOS:000259355600006
DA 2020-02-20
ER

PT J
AU Smith, M
   Lakhani, S
AF Smith, Malcolm
   Lakhani, Sangeeta
TI Exploring the myth of customer relationship management Evidence from UK
   retail banking
SO JOURNAL OF APPLIED ACCOUNTING RESEARCH
LA English
DT Article
DE Customer relations; Customer satisfaction; Customer loyalty; Banking
AB Purpose - The paper aims to explore the relationship between customer satisfaction and branch profitability within the UK retail-banking sector.
   Design/methodology/approach - A survey is conducted within one UK bank, providing access to national customer survey data, and access to branch managers and branch performance data.
   Findings - The findings provide further evidence to debunk the myth perpetuated in the literature of the 1990s, that customer satisfaction has a positive impact on corporate profitability. The findings, though remarkably consistent, are based on a relatively small sample of bank branches over a relatively narrow time frame, and consequently may not necessarily be applicable to other banking groups, or other countries.
   Practical implications - The findings have important practical implications for bank expenditures on customer satisfaction and loyalty programmes, since they suggest that current levels of investment may not be justified by the benefits accruing.
   Originality/value - The paper provides further evidence of the absence of an important supposed relationship, in an area of the literature subject to contentious and conflicting research findings.
C1 [Smith, Malcolm] Edith Cowan Univ, Sch Accounting Finance & Econ, Perth, WA, Australia.
   [Lakhani, Sangeeta] De Montfort Univ, Leicester Business Sch, Leicester, Leics, England.
RP Smith, M (reprint author), Edith Cowan Univ, Sch Accounting Finance & Econ, Perth, WA, Australia.
EM malcolm.smith@ecu.edu.au
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NR 36
TC 0
Z9 0
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0967-5426
EI 1758-8855
J9 J APPL ACCOUNT RES
JI J. Appl. Account. Res.
PY 2008
VL 9
IS 2
BP 97
EP 111
DI 10.1108/09675420810900775
PG 15
WC Business, Finance
SC Business & Economics
GA V70II
UT WOS:000211499900002
DA 2020-02-20
ER

PT J
AU Poon, WC
AF Poon, Wai-Ching
TI Users' adoption of e-banking services: the Malaysian perspective
SO JOURNAL OF BUSINESS & INDUSTRIAL MARKETING
LA English
DT Article
DE virtual banking; internet; banking; electronic commerce; consumer
   behaviour; Malaysia
ID TECHNOLOGY ACCEPTANCE MODEL; COMPUTER SELF-EFFICACY; INTERNET BANKING;
   ONLINE BANKING; TRUST ONLINE; BEHAVIOR; INNOVATIVENESS; DETERMINANTS;
   USAGE
AB Purpose - The purpose of this paper is to explore the determinants of users' adoption momentum of e-banking in Malaysia.
   Design/methodology/approach - A questionnaire with four-point Likert scale is applied to 324 usable responses. Ten attributes are tested, namely convenience of usage, accessibility, features availability, bank management and image, security, privacy, design, content, speed, and fees and charges.
   Findings - Results indicate that all elements for ten identified factors are significant with respect to the users' adoption of e-banking services. Privacy and security are the major sources of dissatisfaction, which have momentously impacted users' satisfaction. Meanwhile, accessibility, convenience, design and content are sources of satisfaction. Besides, the speed, product features availability, and reasonable service fees and charges, as well as the bank's operations management factor are critical to the success of the e-banks. WAP, GPRS and 3G features from mobile devices are of no significance or influence in the adoption of e-banking services in this study. Results also reveal that privacy, security and convenience factors play an important role in determining the users' acceptance of e-banking services with respect to different segmentation of age group, education level and income level.
   Research limitations/implications - The use of convenience sampling in this study weakens research objectivity. This study excludes the voice of non-users and non-users' views should be taken into account in future study.
   Practical implications - The results are expected to provide a practical contribution in the area of retail banking and in understanding consumer behavior in the Malaysian business-to-business financial services industry.
   Originality/value - This paper is the extension of an earlier study by Suganthi et X which identified seven factors affecting the adoption of internet banking, with 17 elements, This study examines a wider scope of factors that consist of ten attributes with 78 elements based on the extant literature.
C1 Multimedia Univ, Fac Management, Econ Unit, Selangor Darul Ehsan, Malaysia.
RP Poon, WC (reprint author), Multimedia Univ, Fac Management, Econ Unit, Selangor Darul Ehsan, Malaysia.
EM wcpoon25@yahoo.com
RI Poon, Wai Ching/J-5856-2015
OI Poon, Wai Ching/0000-0003-4222-1509
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NR 47
TC 101
Z9 101
U1 7
U2 49
PU EMERALD GROUP PUBLISHING LIMITED
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0885-8624
J9 J BUS IND MARK
JI J. Bus. Ind. Mark.
PY 2008
VL 23
IS 1
BP 59
EP 69
DI 10.1108/08858620810841498
PG 11
WC Business
SC Business & Economics
GA 263HI
UT WOS:000253207800006
DA 2020-02-20
ER

PT J
AU Chang, HS
   Chen, TY
   Tseng, CM
AF Chang, Hong-Sheng
   Chen, Tser-Yieth
   Tseng, Chien-Ming
TI How Public-Issue-Promoted and Revenue-Related Types of Social Marketing
   Influence Customer-Perceived Value in Taiwan's Banking Industry
SO JOURNAL OF INTERNATIONAL CONSUMER MARKETING
LA English
DT Article
DE Social marketing; service quality; perceived risk customer-perceived
   value
ID CONSUMER PERCEPTIONS; SERVICE QUALITY; COMPANY; PRICE; CUES;
   SEGMENTATION; IMPACT; MODEL; IMAGE; RISK
AB Marketing promotions with public issue dimensions are becoming mainstream as practitioners respond to higher consumer expectations of corporate social responsibility. However, when consumers decide to buy a product or service, they usually consider service quality and perceived risk about the product or service. The general consensus of most research is that customer-perceived value determines customer loyalty. Does social marketing influence customer-perceived value by service quality or perceived risk? Somewhat surprisingly, little evidence exists that directly addresses this issue. This study elucidates how public-issue-promoted and revenue-related social marketing, service quality, and perceived risk are related, and explores the influence of service quality and perceived risk on customer-perceived value. The results indicate that public-issue-promoted social marketing makes a great impact on customer-perceived value in two ways: It affects customer-perceived value by increasing perceived service quality and by decreasing perceived risk. Discussion of the findings leads to some suggestions for improvements for the banking industry.
C1 [Chang, Hong-Sheng] De Lin Inst Technol, Hospitality Management Dept, 1 Lane 380,Ching Yun Rd, Tu Cheng City, Taipei County, Taiwan.
   [Chen, Tser-Yieth] Natl Taipei Univ, Grad Inst Int Business, Taipei, Taiwan.
   [Tseng, Chien-Ming] Ming Chuan Univ, Grad Sch Management, Taipei, Taiwan.
   [Tseng, Chien-Ming] Cent Taiwan Univ Sci & Technol, Management Informat Syst, Taichung, Taiwan.
RP Chang, HS (reprint author), De Lin Inst Technol, Hospitality Management Dept, 1 Lane 380,Ching Yun Rd, Tu Cheng City, Taipei County, Taiwan.
EM hschang@dlit.edu.tw
RI Chen, Tser/Y-8236-2019
OI ceng, jian ming/0000-0001-8451-2991
FU National Science Council of the Republic of ChinaNational Science
   Council of Taiwan [NSC 91-2416-H-130-002]
FX The authors would like to thank the National Science Council of the
   Republic of China for financially supporting this research under
   Contract No. NSC 91-2416-H-130-002.
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NR 103
TC 6
Z9 6
U1 0
U2 0
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 0896-1530
EI 1528-7068
J9 J INT CONSUM MARK
JI J. Int. Consum. Mark.
PY 2008
VL 21
IS 1
BP 35
EP 49
DI 10.1080/08961530802125308
PG 15
WC Business
SC Business & Economics
GA V60YS
UT WOS:000210866500004
DA 2020-02-20
ER

PT J
AU Mavri, M
   Ioannou, G
AF Mavri, Maria
   Ioannou, George
TI Customer switching behaviour in Greek banking services using survival
   analysis
SO MANAGERIAL FINANCE
LA English
DT Article
DE Banking; Customer relations; Consumer behaviour; Greece
AB Purpose - This paper aims to examine customer switching behaviour in Greek banking services. More specifically it aims to investigate predictors of churn behaviour as part of customer relationship management (CRM).
   Design/methodology/approach - The enhancement of existing relationships is of pivotal importance to banks, since attracting new customers is known to be more expensive. The paper discusses survival analysis based on data collected from customers of a leading financial services company. It examines a number of variables, which represent characteristics of the customers and of the offered services and products. By using life tables, it estimates the contribution of each separate factor in customers' switching behaviour in different periods of time.
   Findings - A hazard proportional model is built to determine the risk of churn behaviour, which is the end-result of all the examined factors.
   Practical implications - Bank's management team could use the findings of our study, in order to determine specific attributes in designing financial services and products, which would add in customers' satisfaction.
   Originality/value - The approach and results have significant implications for enlarging the duration of the relationship among customer and bank.
C1 [Mavri, Maria; Ioannou, George] Athens Univ Econ & Business, Dept Management Sci & Technol, Management Sci Lab, Athens, Greece.
RP Mavri, M (reprint author), Athens Univ Econ & Business, Dept Management Sci & Technol, Management Sci Lab, Athens, Greece.
EM mania@aueb.gr
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NR 34
TC 19
Z9 20
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0307-4358
EI 1758-7743
J9 MANAG FINANC
JI Manag. Financ.
PY 2008
VL 34
IS 3
SI SI
BP 186
EP +
DI 10.1108/03074350810848063
PG 13
WC Business, Finance
SC Business & Economics
GA V61AP
UT WOS:000210871400004
DA 2020-02-20
ER

PT J
AU Kumar, K
   van Hillegersberg, J
AF Kumar, Kuldeep
   van Hillegersberg, Jos
TI Bank-in-a-box An ICT architecture for enabling agile transformation of
   financial services
SO MANAGERIAL FINANCE
LA English
DT Article
DE Financial services; Communication technologies; Technology-led strategy
AB Purpose - The purpose of this study is to describe the experiences with the development and use of an agile component-based architecture for enabling the requirements for the transformation of financial services.
   Design/methodology/approach - The methodology used is a case study.
   Findings - The findings of the case study indicate that while technically it is feasible to develop and implement such an architecture, a number of managerial and organizational issues need to be addressed before such architecture can become successful.
   Originality/value - For the practitioners and managers in the financial services industry, this study provides a potential solution to its need for an agile technology platform that can keep aligned with its evolving business requirements.
C1 [Kumar, Kuldeep] Florida Int Univ, Miami, FL 33199 USA.
   [van Hillegersberg, Jos] Univ Twente, Sch Management & Governance, Informat Syst, Enschede, Netherlands.
RP Kumar, K (reprint author), Florida Int Univ, Miami, FL 33199 USA.
EM kumark@fiu.edu
CR Crnkovic I., 2001, SOFTWARE FOCUS, P19
   Herzum P., 2000, BUSINESS COMPONENT F, P580
   JACOBSON I, 1997, SOFTWARE REUSE
   Jones N., 1999, WHY YOUR COMPONENT I
   Kotlarsky J., COMMUNICATI IN PRESS
   Kotlarsky J, 2007, J INF TECHNOL, V22, P161, DOI 10.1057/palgrave.jit.2000084
   Kumar K., INT J BUSINESS PROCE
   Lee D., 2006, COMMUN ACM, V49, P49
   Sparling M., 2000, COMMUNICATIONS ACM, V43
   Wallnau K., 2000, MARKET ASSESSMENT CO, VI
NR 10
TC 1
Z9 1
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0307-4358
EI 1758-7743
J9 MANAG FINANC
JI Manag. Financ.
PY 2008
VL 34
IS 6
SI SI
BP 413
EP 422
DI 10.1108/03074350810872796
PG 10
WC Business, Finance
SC Business & Economics
GA V61CF
UT WOS:000210875600004
DA 2020-02-20
ER

PT J
AU Dandapani, K
   Karels, GV
   Lawrence, ER
AF Dandapani, Krishnan
   Karels, Gordon
   Lawrence, Edward
TI Internet banking services and credit union performance
SO MANAGERIAL FINANCE
LA English
DT Article
DE Electronic commerce; Financial services; Internet; Banking; Credit
   unions
AB Purpose - Existing empirical evidence indicates internet banks worldwide have underperformed newly chartered traditional banks mainly because of their higher overhead costs. The purpose of this paper is to examine the impact of internet banking services on credit union activity.
   Design/methodology/approach - The impact of internet banking services on credit union over the period 1999-2006 was studied and regression equations were estimated for the growth in assets, operating expenses and return on assets as functions of portfolio characteristics, economic conditions and a dummy variable indicating if the credit union has adopted internet banking services.
   Findings - The operating costs of credit unions providing web access were found to be significantly higher than those credit unions which do not have any web account offerings. There is increased growth in assets for the credit unions which have worldwide web accounts although this relationship is statistically significant in only three of the eight years studied. The return on assets show that the credit unions with web accounts have similar average profitability to those credit unions that do not provide the facility of internet access to their customers.
   Research limitations/implications - Consideration could be given to running the regressions with the number of years the web site has been in place instead of just a dummy variable and putting in common bond dummy variables. Some common bonds are so narrow it may not pay to have internet services.
   Practical implications - Even though there are costs associated with providing internet services, the retention of profitability and the evidence of potentially higher asset growth rates suggest the importance of internet banking and the trend of internet banking adoption is expected to continue in the near future in the credit union industry.
   Originality/value - This is a pioneering study on the effect of internet banking services on the costs, growth and profitability of Credit Unions in the USA.
C1 [Dandapani, Krishnan; Lawrence, Edward] Florida Int Univ, Coll Business Adm, Dept Finance & Real Estate, Miami, FL 33199 USA.
   [Karels, Gordon] Univ Nebraska, Coll Business Adm, Dept Finance, Lincoln, NE 68588 USA.
RP Lawrence, ER (reprint author), Florida Int Univ, Coll Business Adm, Dept Finance & Real Estate, Miami, FL 33199 USA.
EM elawrenc@fiu.edu
CR Delgado J, 2007, EUR FINANC MANAG, V13, P643, DOI 10.1111/j.1468-036X.2007.00377.x
   Gattiker UE, 2000, INTERNET RES, V10, P126, DOI 10.1108/10662240010322911
   Gerrard P., 2003, INT J BANK MARK, V21, P16, DOI DOI 10.1108/02652320310457776
   Hoffman DL, 1999, COMMUN ACM, V42, P80, DOI 10.1145/299157.299175
   Jones S, 2000, COMMUN ACM, V43, P80
   Polatoglu V. N., 2001, INT J BANK MARK, V19, P156, DOI DOI 10.1108/02652320110392527
   Suganthi R., 2001, J INTERNET BANKING C, V6
NR 7
TC 10
Z9 10
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0307-4358
EI 1758-7743
J9 MANAG FINANC
JI Manag. Financ.
PY 2008
VL 34
IS 6
SI SI
BP 437
EP 446
DI 10.1108/03074350810872804
PG 10
WC Business, Finance
SC Business & Economics
GA V61CF
UT WOS:000210875600006
DA 2020-02-20
ER

PT J
AU Loonam, M
   O'Loughlin, D
AF Loonam, Mary
   O'Loughlin, Deirdre
TI Exploring e-service quality: a study of Irish online banking
SO MARKETING INTELLIGENCE & PLANNING
LA English
DT Article
DE Financial services; Customer services quality; Ireland; Electronic
   commerce; Banking; Online operations
AB Purpose - The purpose of this paper is to explore the emergence of self-service banking technology and investigates customers' perceptions of internet banking self-service within the Irish financial services sector. This qualitative study of the Irish retail banking sector explored consumers' e-banking interactions and experiences in addition to assessing the dimensions critical to e-banking service quality.
   Design/methodology/approach - A purposive sampling technique was employed to recruit 20 consumers representing the desired range of demographic characteristics (e.g. sex, age, profession), previous internet experience levels and product-related knowledge.
   Findings - Despite commonalities between traditional service quality and e-banking service quality dimensions, due to the remote form of the online encounter, many traditional service quality attributes were found to be redundant and instead e-dimensions such as web usability, trust, access and information quality service recovery and flexibility emerged as important to e-banking service provision. Based on an extant review of the literature ten e-service dimensions were proposed and evaluated empirically in the context of e-banking service quality. Overall, process quality emerged as key within the online context, with nine out of the ten proposed e-banking dimensions relating to the service process.
   Originality/value - The paper contributes to previous research by adding to existing knowledge regarding what constitutes e-banking service and the determinants critical to e-banking service quality. The paper makes key recommendations towards enhancing current online financial services quality and delivery.
C1 [Loonam, Mary] Dublin City Univ, DCU Business Sch, Management, Dublin, Ireland.
   [O'Loughlin, Deirdre] Univ Limerick, Kemmy Business Sch, Mkt, Limerick, Ireland.
RP O'Loughlin, D (reprint author), Univ Limerick, Kemmy Business Sch, Mkt, Limerick, Ireland.
EM deirdre.oloughlin@ul.ie
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NR 83
TC 24
Z9 24
U1 0
U2 1
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0263-4503
EI 1758-8049
J9 MARK INTELL PLAN
JI Mark. Intell. Plan.
PY 2008
VL 26
IS 7
BP 759
EP +
DI 10.1108/02634500810916708
PG 24
WC Business
SC Business & Economics
GA V59GU
UT WOS:000210752300007
DA 2020-02-20
ER

PT J
AU Duckenfield, M
AF Duckenfield, Mark
TI Veto players and central bank gold sales
SO NEW POLITICAL ECONOMY
LA English
DT Article
ID MONETARY-POLICY; POLITICS; INSTITUTIONS; INDEPENDENCE; DEMOCRACIES;
   FEDERALISM; COMMITMENT; CHOICE
C1 London Sch Econ, Dept Int Relat, London WC2A 2AE, England.
RP Duckenfield, M (reprint author), London Sch Econ, Dept Int Relat, Houghton St, London WC2A 2AE, England.
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   2005, SPIEGEL         1113
NR 58
TC 0
Z9 0
U1 0
U2 9
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXFORDSHIRE, ENGLAND
SN 1356-3467
J9 NEW POLIT ECON
JI New Polit. Econ.
PY 2008
VL 13
IS 3
BP 271
EP 292
DI 10.1080/13563460802302586
PG 22
WC Economics; International Relations; Political Science
SC Business & Economics; International Relations; Government & Law
GA 347MP
UT WOS:000259146000002
DA 2020-02-20
ER

PT J
AU Chipunza, C
AF Chipunza, Crispen
TI A comparison of perceptions of loyalty between bank tellers and internal
   customer groups in a retail bank in South Africa
SO SERVICE INDUSTRIES JOURNAL
LA English
DT Article
AB This study compares perceptions between bank tellers and three categories of customers (stayers, satisfied switchers and dissatisfied switchers) with respect to loyalty towards a retail bank in South Africa. One hundred bank tellers and 300 customers participated in the study. A questionnaire containing seven items, developed by Dick and Basu (1994) to measure loyalty of employees and customers towards an organization, was used to collect data from both the bank tellers and customers. Results indicated a significant effect of category on loyalty as well as significant differences in perceptions of loyalty towards the bank between bank tellers and each of the three identified internal customer groups. Implications for the bank are discussed in light of the results.
C1 Univ Ft Hare, Dept Ind Psychol, ZA-5700 Alice, South Africa.
RP Chipunza, C (reprint author), Univ Ft Hare, Dept Ind Psychol, P Bag X1314, ZA-5700 Alice, South Africa.
EM cchipunza@ufh.ac.za
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NR 22
TC 3
Z9 3
U1 0
U2 6
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXFORDSHIRE, ENGLAND
SN 0264-2069
J9 SERV IND J
JI Serv. Ind. J.
PY 2008
VL 28
IS 2
BP 139
EP 149
DI 10.1080/02642060701842118
PG 11
WC Management
SC Business & Economics
GA 269IZ
UT WOS:000253644000001
DA 2020-02-20
ER

PT J
AU Yu, CS
AF Yu, Chian-Son
TI Assessing and differentiating the quality of Internet-based services: a
   case of online banking in Taiwan
SO SERVICE INDUSTRIES JOURNAL
LA English
DT Article
DE online banking; service quality; competitive differentiation
ID MODEL; PERCEPTIONS; MANAGEMENT
AB This study investigates the assessment and differentiation of the quality of online banking services. A hypothesis is developed, followed by the presentation of a methodology that combines a service quality measurement model and an importance-performance matrix to help banks differentiate service quality and thus effectively increase the satisfaction of existing customers (old customers). Competitive features among banks are also incorporated to lure potential customers (new customers). Following a cross-bank empirical testing, four theoretical and four business implications are presented. Since online banking is an Internet-based service, the empirical finding of this study may also apply to other Internet-based services.
C1 Shih Chien Univ, Inst Informat Technol & Management, Taipei, Taiwan.
RP Yu, CS (reprint author), Shih Chien Univ, Inst Informat Technol & Management, Taipei, Taiwan.
EM csyu@mail.usc.edu.tw
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NR 47
TC 10
Z9 11
U1 0
U2 0
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 0264-2069
EI 1743-9507
J9 SERV IND J
JI Serv. Ind. J.
PY 2008
VL 28
IS 5
BP 581
EP 602
DI 10.1080/02642060801988092
PG 22
WC Management
SC Business & Economics
GA 348RG
UT WOS:000259227000002
DA 2020-02-20
ER

PT J
AU Beck, T
   Demirguc-Kunt, A
   Peria, MSM
AF Beck, Thorsten
   Demirguc-Kunt, Asli
   Peria, Maria Soledad Martinez
TI Banking Services for Everyone? Barriers to Bank Access and Use around
   the World
SO WORLD BANK ECONOMIC REVIEW
LA English
DT Article
ID FINANCE; CONSTRAINTS; COMPETITION; OWNERSHIP; CHOICE; GROWTH
AB Information from 209 banks in 62 countries is used to develop new indicators of barriers to banking services around the world, show their correlation with measures of outreach, and explore their association with bank and country characteristics suggested by theory as potential determinants. Barriers such as minimum account and loan balances, account fees, and required documents are associated with lower levels of banking outreach. While country characteristics linked with financial depth, such as the effectiveness of creditor rights, contract enforcement mechanisms, and credit information systems, are weakly correlated with barriers, strong associations are found between barriers and measures of restrictions on bank activities and entry, bank disclosure practices and media freedom, and development of physical infrastructure. In particular, barriers are higher in countries where there are more stringent restrictions on bank activities and entry, less disclosure and media freedom, and poorly developed physical infrastructure. Also, barriers for bank customers are higher where banking systems are predominantly government-owned and are lower where there is more foreign bank participation. Larger banks seem to impose lower barriers on customers, perhaps because they are better positioned to exploit economies of scale and scope.
C1 [Demirguc-Kunt, Asli; Peria, Maria Soledad Martinez] World Bank, Dev Econ Res Grp, Finance & Private Sector Dev, Washington, DC USA.
   [Beck, Thorsten] Tilburg Univ, European Banking Ctr, Tilburg, Netherlands.
RP Peria, MSM (reprint author), World Bank, Dev Econ Res Grp, Finance & Private Sector Dev, Washington, DC USA.
EM T.Beck@uvt.nl; Ademirguckunt@worldbank.org; mmartinezperia@worldbank.org
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NR 41
TC 97
Z9 99
U1 2
U2 18
PU OXFORD UNIV PRESS
PI OXFORD
PA GREAT CLARENDON ST, OXFORD OX2 6DP, ENGLAND
SN 0258-6770
EI 1564-698X
J9 WORLD BANK ECON REV
JI World Bank Econ. Rev.
PY 2008
VL 22
IS 3
BP 397
EP 430
DI 10.1093/wber/lhn020
PG 34
WC Business, Finance; Development Studies; Economics
SC Business & Economics; Development Studies
GA 386OJ
UT WOS:000261892200002
OA Green Published
DA 2020-02-20
ER

PT J
AU Scott, RH
AF Scott, Robert H., III
TI Bankruptcy abuse prevention and consumer protection act of 2005: How the
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SO JOURNAL OF ECONOMIC ISSUES
LA English
DT Article
C1 Monmouth Univ, W Long Branch, Long Branch, NJ 07764 USA.
RP Scott, RH (reprint author), Monmouth Univ, W Long Branch, Long Branch, NJ 07764 USA.
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NR 41
TC 5
Z9 5
U1 0
U2 4
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 0021-3624
EI 1946-326X
J9 J ECON ISSUES
JI J. Econ. Issues
PD DEC
PY 2007
VL 41
IS 4
BP 943
EP 960
DI 10.1080/00213624.2007.11507082
PG 18
WC Economics
SC Business & Economics
GA 246ML
UT WOS:000252011000003
DA 2020-02-20
ER

PT J
AU Lariviere, B
   Van den Poel, D
AF Lariviere, Bart
   Van den Poel, Dirk
TI Banking behaviour after the lifecycle event of "moving in together": An
   exploratory study of the role of marketing investments
SO EUROPEAN JOURNAL OF OPERATIONAL RESEARCH
LA English
DT Article
DE marketing; banking; strategic planning; ordered logit analysis
ID CUSTOMER SATISFACTION
AB This study addresses an important issue for both managers and researchers: whether it is advantageous for financial services providers to invest in youth marketing. More specifically, the effectiveness of these investments is evaluated in terms of retention proneness once youngsters enter the lifecycle event of "moving in together". The study identifies eight constructs of youth marketing and contrasts their impact against the best deal when youngsters decide to move in together and consequently experience the need to buy their first collectivized financial products, such as a joint account or a mortgage for their new home. Furthermore, the influence of the partner, prior patronage behaviour, customer demographics and psychographic variables are tested for. The findings of the study reveal that: (i) individuals are likely to change their banking behaviour during crucial lifetime events such as moving in together, (ii) not all youth marketing investments are equally effective, while (iii) the best deal components (e.g. convenience, price conditions, etc.) have a major impact. (c) 2006 Elsevier B.V. All rights reserved.
C1 Univ Ghent, Dept Mkt, B-9000 Ghent, Belgium.
RP Lariviere, B (reprint author), FWO, Res Fdn, B-9000 Ghent, Belgium.
EM bart.lariviere@ugent.be
OI Van den Poel, Dirk/0000-0002-8676-8103
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NR 34
TC 4
Z9 4
U1 0
U2 14
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0377-2217
J9 EUR J OPER RES
JI Eur. J. Oper. Res.
PD NOV 16
PY 2007
VL 183
IS 1
BP 345
EP 369
DI 10.1016/j.ejor.2006.09.051
PG 25
WC Management; Operations Research & Management Science
SC Business & Economics; Operations Research & Management Science
GA 185NX
UT WOS:000247718800026
DA 2020-02-20
ER

PT J
AU Coltman, T
AF Coltman, Tim
TI Can superior CRM capabilities improve performance in banking
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE CRM; capabilities; performance
AB The market enthusiasm generated around investment in customer relationship management (CRM) technology is in stark contrast to the nay-saying by many academic and business commentators. This raises an important research question concerning the extent to which banks should continue to invest in CRM technology. Drawing on field interviews and a survey of senior bank executives the results reveal that a superior CRM capability can deliver improved performance. The paper then demonstrates that in order to be most successful, CRM programs require a combination of technical, human and business capabilities.
C1 [Coltman, Tim] Univ Wollongong, Ctr Business Serv Sci, Wollongong, NSW, Australia.
RP Coltman, T (reprint author), Univ Wollongong, Ctr Business Serv Sci, Sch Informat Syst & Technol, Northfields Rd, Wollongong, NSW 2522, Australia.
EM tim_coltman@uow.edu.au
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NR 71
TC 21
Z9 23
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD NOV
PY 2007
VL 12
IS 2
SI SI
BP 102
EP 114
DI 10.1057/palgrave.fsm.4760065
PG 13
WC Business
SC Business & Economics
GA V74VV
UT WOS:000211805400002
DA 2020-02-20
ER

PT J
AU Liu, TC
   Wu, LW
AF Liu, Tsung-Chi
   Wu, Li-Wei
TI Customer retention and cross-buying in the banking industry: An
   integration of service attributes, satisfaction and trust
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE Customer retention; cross-buying; satisfaction; trust; service attribute
AB Most previous studies have focused on customer retention and have ignored the importance of customers' cross-buying behaviour. Customer retention seems to be the result of a kind of repetitive decision by the customers, but their decision to cross-buy involves a more complicated process. In this study, the authors examine the effects of locational convenience, one-stop shopping convenience, firm reputation, firm expertise, and direct mailings on both customer retention and cross-buying. The mediating roles of satisfaction and trust in the relationships between service attributes, customer retention, and cross-buying are also examined. The results indicate that banks can use different service attributes to influence customer retention and cross-buying. Trust and satisfaction play different mediating roles in the relationships between service attributes, customer retention, and cross-buying.
C1 [Liu, Tsung-Chi] Natl Cheng Kung Univ, Dept Business Adm, Tainan, Taiwan.
   [Wu, Li-Wei] Tunghai Univ, Dept Int Business, Taichung, Taiwan.
RP Wu, LW (reprint author), 293 Chung Ching St, Taichung 403, Taiwan.
EM ll.lwwu@msa.inet.net
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NR 54
TC 37
Z9 38
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD NOV
PY 2007
VL 12
IS 2
SI SI
BP 132
EP 145
DI 10.1057/palgrave.fsm.4760067
PG 14
WC Business
SC Business & Economics
GA V74VV
UT WOS:000211805400004
DA 2020-02-20
ER

PT J
AU Menon, K
   O'Connor, A
AF Menon, Kalyani
   O'Connor, Aidan
TI Building customers' affective commitment towards retail banks: The role
   of CRM in each 'moment of truth'
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE Customer relationship management; CRM; banker-customer interaction;
   affective commitment; services marketing; interpersonal interaction
AB This paper argues that retail banks need to focus more strongly on components of their Customer Relationship Management (CRM) strategy that will generate customer affective commitment and lead to an increase in customer retention, share of wallet, and advocacy. It is suggested that affective commitment is generated during 'moments of truth' or episodes of interpersonal interaction between customers and bankers. As shown in social psychology, effective interpersonal interactions are a function of the assertiveness and affiliation demonstrated during the interaction. Applying this to retail banking, bankers should mine their databases to identify customers in terms of their levels of profitability and longevity, and should deliver levels of assertiveness and affiliation appropriate to each customer. Testable research propositions are developed regarding how affective commitment might evolve during a customer's tenure with a retail bank, when bankers should deliver assertiveness and/or affiliation to customers of differing longevity and profitability, and how these strategies to increase affective commitment will impact retention, share development, and advocacy. Overall, the call is to complement the emphasis on the use of high-tech CRM strategies that generate huge databases with a more high-touch strategy that will indicate to bankers how to interact with each individual customer.
C1 [Menon, Kalyani] Wilfrid Laurier Univ, Sch Business & Econ, 75 Univ Ave, Waterloo, ON N2L3C5, Canada.
   [O'Connor, Aidan] ESCEM, Sch Business & Management, Strategy & Int Business, Tours, France.
RP Menon, K (reprint author), Wilfrid Laurier Univ, Sch Business & Econ, 75 Univ Ave, Waterloo, ON N2L3C5, Canada.
EM kmenon@wlu.ca
RI Menon, Kalyani/F-2086-2019
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NR 22
TC 25
Z9 26
U1 0
U2 1
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD NOV
PY 2007
VL 12
IS 2
SI SI
BP 157
EP 168
DI 10.1057/palgrave.fsm.4760068
PG 12
WC Business
SC Business & Economics
GA V74VV
UT WOS:000211805400006
DA 2020-02-20
ER

PT J
AU Povel, P
   Singh, R
AF Povel, Paul
   Singh, Rajdeep
TI Sale-backs in bankruptcy
SO JOURNAL OF LAW ECONOMICS & ORGANIZATION
LA English
DT Article
ID CORPORATE REORGANIZATIONS; CHAPTER 11; AUCTIONS; DEBT; FIRMS; ECONOMICS;
   DESIGN
AB When bankrupt firms are sold, they are often repurchased by their former owner or manager. These insiders are by default better informed than outsiders about the true value of the firm or its assets, so other potential buyers must worry about overpaying if they win. The presence of insiders may thus have a chilling effect on the bidding. We ask how insiders should be treated in bankruptcy sales: Should they be allowed to submit bids? If so, under what conditions? We derive properties of an optimal sale procedure and show that it must be biased against insiders. Specifically, it should be harder for insiders to win with low bids than for outsiders. We show that the "market tests" that are routinely required in bankruptcy sales are suboptimal since they treat all potential buyers alike and forgo the benefits of biasing the procedure against insiders.
C1 Univ Minnesota, Carlson Sch Management, Minneapolis, MN 55455 USA.
RP Povel, P (reprint author), Univ Minnesota, Carlson Sch Management, Minneapolis, MN 55455 USA.
EM povel@umn.edu; rajsingh@umn.edu
RI Povel, Paul/H-7959-2012
OI Povel, Paul/0000-0003-2231-9381
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NR 42
TC 5
Z9 5
U1 0
U2 5
PU OXFORD UNIV PRESS INC
PI CARY
PA JOURNALS DEPT, 2001 EVANS RD, CARY, NC 27513 USA
SN 8756-6222
J9 J LAW ECON ORGAN
JI J. Law Econ. Organ.
PD OCT
PY 2007
VL 23
IS 3
BP 710
EP 730
DI 10.1093/jleo/ewm019
PG 21
WC Economics; Law
SC Business & Economics; Government & Law
GA 207QV
UT WOS:000249267100009
DA 2020-02-20
ER

PT J
AU Eid, R
AF Eid, Riyad
TI Towards a successful CRM implementation in banks: An integrated model
SO SERVICE INDUSTRIES JOURNAL
LA English
DT Article
ID CUSTOMER RELATIONSHIP MANAGEMENT; TECHNOLOGY; CONSEQUENCES; ANTECEDENTS;
   SUPPORT; FIT
AB In recent years, customer relationship management (CRM) has been the favoured theme for numerous studies and reports. Yet, there is a lack of systematic empirical evidence regarding the critical success factors (CSFs) for the CRM implementation, the activities that are affected by the use of the CRM programmes, and their consequent performance outcomes. In this article, we document the role of the CRM programmes in the banking sector and identify marketing activities that are affected by CRM usage. Taking a sample of 159 banks that utilise a CRM system, we found a substantial positive effect of the CRM usage on relationships effectiveness and marketing objectives. The results of this study have major implications,for marketing people, as they suggest the notion that the CRM critical success factors should be implemented holistically rather than piecemeal to achieve the full potential of the CRM. The findings also stress the central role of customer services in the successful implementation of CRM programmes within banks.
C1 Wolverhampton Univ, Wolverhampton Business Sch, Wolverhampton WV3 9DX, England.
RP Eid, R (reprint author), Wolverhampton Univ, Wolverhampton Business Sch, Compton Pk Campus,Compton Rd W, Wolverhampton WV3 9DX, England.
EM riyad.eid@wlv.ac.uk
OI Eid, Riyad/0000-0002-5900-2225
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NR 53
TC 40
Z9 40
U1 1
U2 22
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 0264-2069
EI 1743-9507
J9 SERV IND J
JI Serv. Ind. J.
PD OCT-DEC
PY 2007
VL 27
IS 7-8
BP 1021
EP 1039
DI 10.1080/02642060701673703
PG 19
WC Management
SC Business & Economics
GA 250RR
UT WOS:000252318300013
DA 2020-02-20
ER

PT J
AU Lyons, RK
   Chatman, JA
   Joyce, CK
AF Lyons, Richard K.
   Chatman, Jennifer A.
   Joyce, Caneel K.
TI Innovation in services: Corporate culture and investment banking
SO CALIFORNIA MANAGEMENT REVIEW
LA English
DT Article
ID ORGANIZATIONAL CULTURE; WORK; CREATIVITY
AB Innovation is as important in services as it is in manufacturing. However, competing on innovation in services demands a different organizational approach. Relative to innovation in manufacturing, innovation in services has five distinctive characteristics-it is: distributed throughout the organization; fluid, that is, more continuous than discrete; broadly relevant to hiring and promotion decisions; influenced by reward systems and culture at the firm-wide level; and enabled by leadership. The foundations-both cultural and structural-for competing on innovation in services must operate pervasively throughout the organization. This article examines innovation in investment banking and discusses its implications for competing on innovation in other service industries.
C1 [Lyons, Richard K.; Chatman, Jennifer A.; Joyce, Caneel K.] Univ Calif Berkeley, Haas Sch Business, Berkeley, CA 94720 USA.
RP Lyons, RK (reprint author), Univ Calif Berkeley, Haas Sch Business, Berkeley, CA 94720 USA.
RI Chatman, Jennifer/T-9058-2019; Joyce, Caneel/B-4490-2010; Chatman,
   Jennifer/L-6093-2019
OI Chatman, Jennifer/0000-0002-9074-0971; 
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NR 57
TC 78
Z9 79
U1 3
U2 50
PU SAGE PUBLICATIONS INC
PI THOUSAND OAKS
PA 2455 TELLER RD, THOUSAND OAKS, CA 91320 USA
SN 0008-1256
EI 2162-8564
J9 CALIF MANAGE REV
JI Calif. Manage. Rev.
PD FAL
PY 2007
VL 50
IS 1
BP 174
EP +
DI 10.2307/41166422
PG 20
WC Business; Management
SC Business & Economics
GA 266DV
UT WOS:000253412700010
OA Green Accepted
DA 2020-02-20
ER

PT J
AU Gulbourg, G
   Segendorff, B
AF Gulbourg, Gabriela
   Segendorff, Bjorn
TI A note on the price- and cost structure of retail payment services in
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SO JOURNAL OF BANKING & FINANCE
LA English
DT Article
DE retail payments; two-part tariffs; private costs; price structure;
   economies of scale
AB We estimate private costs in the Swedish banking sector for the production of payment services and investigate to what extent the price structure reflects the estimated cost structure. We find that (i) banks tend to use two-part tariffs but (ii) variable costs are poorly reflected in transaction fees towards both consumers and corporate customers. (iii) There exist large cross subsidies between different payment services, foremost from acquiring card payments to cash distribution to the public, while payment services as a whole are not subsidized. (c) 2007 Elsevier B.V. All rights reserved.
C1 Sveriges Riksbank, SE-10337 Stockholm, Sweden.
RP Segendorff, B (reprint author), Sveriges Riksbank, SE-10337 Stockholm, Sweden.
EM gabriela.guibourg@riksbank.se; bjorn.segendorff@riksbank.se
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NR 18
TC 8
Z9 8
U1 0
U2 2
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0378-4266
J9 J BANK FINANC
JI J. Bank Financ.
PD SEP
PY 2007
VL 31
IS 9
BP 2817
EP 2827
DI 10.1016/j.jbankfin.2007.01.025
PG 11
WC Business, Finance; Economics
SC Business & Economics
GA 214OH
UT WOS:000249747500013
DA 2020-02-20
ER

PT J
AU Damar, HE
AF Damar, H. Evren
TI Does post-crisis restructuring decrease the availability of banking
   services? The case of Turkey
SO JOURNAL OF BANKING & FINANCE
LA English
DT Article
DE branch; bank; merger; Turkey
ID MERGERS; MARKET
AB This study examines the relationship between post-crisis bank consolidation and the number of bank branches in Turkey. Using a unique data set, the analysis addresses several issues related to the impact of market characteristics on branching behavior. The findings suggest that sales of failed institutions by the central authority lead to branch closures in small and uncompetitive markets where the buyer does not have a prior presence. Contrary to popular belief, mergers between healthy institutions do not always cause a decrease in the number of branches; rather, they are shown to increase the availability of banking services in concentrated markets. (c) 2007 Elsevier B.V. All rights reserved.
C1 Pacific Lutheran Univ, Dept Econ, Tacoma, WA 98447 USA.
   SUNY Coll Brockport, Dept Business Adm & Econ, Brockport, NY 14420 USA.
RP Damar, HE (reprint author), Pacific Lutheran Univ, Dept Econ, Tacoma, WA 98447 USA.
EM edamar@plu.edu
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NR 21
TC 13
Z9 13
U1 0
U2 4
PU ELSEVIER
PI AMSTERDAM
PA RADARWEG 29, 1043 NX AMSTERDAM, NETHERLANDS
SN 0378-4266
EI 1872-6372
J9 J BANK FINANC
JI J. Bank Financ.
PD SEP
PY 2007
VL 31
IS 9
BP 2886
EP 2905
DI 10.1016/j.jbankfin.2007.04.016
PG 20
WC Business, Finance; Economics
SC Business & Economics
GA 214OH
UT WOS:000249747500017
DA 2020-02-20
ER

PT J
AU Xue, M
   Hitt, LM
   Harker, PT
AF Xue, Mei
   Hitt, Lorin M.
   Harker, Patrick T.
TI Customer efficiency, channel usage, and firm performance in retail
   banking
SO M&SOM-MANUFACTURING & SERVICE OPERATIONS MANAGEMENT
LA English
DT Article
DE service operations management; service delivery system; self-service
   technology (SST); service coproduction; customer efficiency
ID SERVICE QUALITY; PRODUCTIVITY; DETERMINANTS; INDUSTRY; CONTACT;
   MANAGEMENT; DELIVERY
AB Innovations in technology and service design have increasingly enabled firms to incorporate self-service technology to augment or substitute for "traditional" employee-provided service channels. Although it is clear that self-service can reduce cost, less is known about how customers utilize self-service channels in a multichannel service delivery system and the resulting impact on firm performance. An important aspect of service operations is that customers are coproducers of the service. Thus, the performance of the delivery system and customers' use of service channels can be affected by customers' own efficiency or productivity in service coproduction (customer efficiency). In this paper, we utilize prior theoretical frameworks in service operations and economics to hypothesize relationships among customer characteristics (especially coproduction efficiency), channel utilization, and firm performance. We then test these hypotheses using panel data from a large retail bank. Overall, we find that higher customer efficiency in self-service channels is associated with greater profitability and has a complex relationship with customer retention and product utilization.
C1 Boston Coll, Wallace E Carroll Sch Management, Operat & Strateg Management Dept, Chestnut Hill, MA 02467 USA.
   Univ Penn, Wharton Sch, Operat & Informat Management Dept, Philadelphia, PA 19104 USA.
RP Xue, M (reprint author), Boston Coll, Wallace E Carroll Sch Management, Operat & Strateg Management Dept, 350 Fulton Hall,140 Commonwealth Ave, Chestnut Hill, MA 02467 USA.
EM xueme@bc.edu; lhitt@wharton.upenn.edu; harker@wharton.upenn.edu
RI Harker, Patrick T/A-9467-2013
OI Harker, Patrick T/0000-0003-0659-3102
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NR 48
TC 54
Z9 55
U1 3
U2 31
PU INFORMS
PI HANOVER
PA 7240 PARKWAY DR, STE 310, HANOVER, MD 21076-1344 USA
SN 1523-4614
J9 M&SOM-MANUF SERV OP
JI M&SOM-Manuf. Serv. Oper. Manag.
PD FAL
PY 2007
VL 9
IS 4
BP 535
EP 558
DI 10.1287/msom.1060.0135
PG 24
WC Management; Operations Research & Management Science
SC Business & Economics; Operations Research & Management Science
GA 231KJ
UT WOS:000250945300012
DA 2020-02-20
ER

PT J
AU Lewis, D
   Webb, JR
AF Lewis, Danielle
   Webb, James R.
TI Potential cost synergies from banks acquiring real estate brokerage
   services
SO JOURNAL OF BANKING & FINANCE
LA English
DT Article
DE community choice in real estate act; stochastic frontier; cost
   synergies; scale economies; bayesian estimation
ID PRODUCT MIX ECONOMIES; FINANCIAL INSTITUTIONS; EFFICIENCY; SCALE; SCOPE;
   MERGERS; FIRMS; FORM
AB National banks and Financial Holding Companies (FHC) solicited permission from the Federal Reserve Board and the Treasury Department to add real estate brokerage and management services to list of permissible business activities under the 1999 Gramm-Leach-Bliley Act (GLB). To date, permission has been denied due to the Community Choice in Real Estate Act, HR 111 and S 98.
   This study offers a method of combining the financial data of two independent industries. Additionally, this study identifies the scale returns and cost complementarities that may occur if banks offered real estate brokerage services under a single organization. Considerable evidence suggests that joining bank and real estate activities under a single organization would continue to generate increasing returns to scale for banks even when large levels of real estate brokerage services are offered by the joint institution. In addition, the results indicate evidence that bank acquisitions of real estate brokerages do create some cost saving synergies from cost complementarities between product lines. Finally, complementarities exist between traditional bank services and real estate services most at low levels of real estate outputs. (C) 2007 Elsevier B.V. All rights reserved.
C1 SE Louisiana Univ, Dept Mkt & Finance, Hammond, LA 70402 USA.
   Cleveland State Univ, James J Nance Coll Business Adm, Ctr Study Real Estate Brokerage & Markets, Cleveland, OH 44115 USA.
RP Lewis, D (reprint author), SE Louisiana Univ, Dept Mkt & Finance, SLU Box 10844, Hammond, LA 70402 USA.
EM danielle.lewis@selu.edu
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NR 30
TC 3
Z9 3
U1 0
U2 10
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0378-4266
J9 J BANK FINANC
JI J. Bank Financ.
PD AUG
PY 2007
VL 31
IS 8
BP 2347
EP 2363
DI 10.1016/j.jbankfin.2006.09.012
PG 17
WC Business, Finance; Economics
SC Business & Economics
GA 205TP
UT WOS:000249137800007
DA 2020-02-20
ER

PT J
AU Yavas, U
AF Yavas, Ugur
TI How similar are frontline bank employees' perceptions of service quality
   to their customers? A study of female customers and employees in Turkey
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE Service quality; survey; Turkey; gender; banking; factor congruency
ID BRIGGS TYPE INDICATOR; SATISFACTION; GENDER; MODEL; SEX
AB This study investigates to what extent underlying configurations of customer evaluations of service quality as perceived by frontline employees and as reported by customers match. Surveys of two groups of female bank customers (151 students and 83 adults) and 68 female bank employees in Turkey serve as the study setting. The SERVQUAL instrument is used in measuring employees' and customers' perceptions of service quality. The factor congruency technique is employed to determine the extent of similarities and disparities among the groups. Results show that the underlying configurations of service quality perceptions decompose into three factors in the cases of both customer groups and five factors in the case of employees. Overall, customers' and employees' service quality perceptions do not correspond. This discrepancy underscores the need for accurate assessment of customer perceptions of service quality and training of employees to look at service quality from the perspective of customers by using customers' definitions. Avenues for future reasearch are offered.
C1 [Yavas, Ugur] East Tennessee State Univ, Mkt, Johnson City, TN 37614 USA.
RP Yavas, U (reprint author), East Tennessee State Univ, Dept Management & Mkt, Johnson City, TN 37614 USA.
EM raxyavas@etsu.edu
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NR 42
TC 11
Z9 11
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD AUG
PY 2007
VL 12
IS 1
BP 30
EP 38
DI 10.1057/palgrave.fsm.4760062
PG 9
WC Business
SC Business & Economics
GA V74VJ
UT WOS:000211804200004
DA 2020-02-20
ER

PT J
AU Heinonen, K
AF Heinonen, Kristina
TI Conceptualising online banking service value
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE Service value; online banking services; time; location; consumer
   perspective
AB A conceptual framework for perceived value of online banking services is developed. The nature of four value dimensions is explored in the context of online banking services. In two empirical studies the relative importance of each value dimension is measured and the findings indicate that the temporal and spatial dimensions are perceived as more important than traditional dimensions based on outcome and process elements. Sub-dimensions of technical, functional, temporal, and spatial service value are also identified. It is suggested that temporal and spatial flexibility is only one aspect of temporal and spatial value. The paper extends prior research on e-services by conceptualising online banking service value as a multidimensional and hierarchical construct and separating each value dimension into sub-dimensions. It suggests a holistic perspective of service value and a dynamic nature of value dimensions: although the separate value dimensions involve different aspects of the service value, as a whole they fulfil the same need. The paper contributes to marketing research and practice with its approach to how value can be conceptualised for bank services. Explanations for the dynamics of the value dimensions are proposed.
C1 [Heinonen, Kristina] HANKEN Swedish Sch Econ & Business Adm, Mkt Dept, Helsinki, Finland.
RP Heinonen, K (reprint author), Hanken Swedish Sch Econ & Business Adm, CERS Ctr Relationship Mkt & Serv Management, POB 479, FIN-00101 Helsinki, Finland.
EM kristina.heinonen@hanken.fi
RI Heinonen, Kristina/T-7373-2019
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NR 57
TC 7
Z9 7
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD AUG
PY 2007
VL 12
IS 1
BP 39
EP 52
DI 10.1057/palgrave.fsm.4760056
PG 14
WC Business
SC Business & Economics
GA V74VJ
UT WOS:000211804200005
DA 2020-02-20
ER

PT J
AU Beck, T
   Demirguc-Kunt, A
   Peria, MSM
AF Beck, Thorsten
   Demirguc-Kunt, Ash
   Martinez Peria, Maria Soledad
TI Reaching out: Access to and use of banking services across countries
SO JOURNAL OF FINANCIAL ECONOMICS
LA English
DT Article
DE financial development; banking sector outreach; financing obstacles
ID FINANCE; ENTREPRENEURSHIP; GROWTH; LAW
AB This paper is a first attempt at measuring financial sector outreach and investigating its determinants. First, we present new indicators of banking sector outreach across 99 countries, constructed from aggregate data provided by bank regulators. Second, we show that our indicators closely predict harder-to-collect micro-level statistics of household and firm use of banking services, and are associated with measures of firm financing obstacles in the expected way. Finally, we explore the association between our outreach indicators and standard determinants of financial sector depth. We find many similarities but also some differences in the determinants of outreach and depth. (c) 2007 Elsevier B.V. All rights reserved.
C1 World Bank, Washington, DC 20433 USA.
RP Beck, T (reprint author), World Bank, 1818 H St NW, Washington, DC 20433 USA.
EM tbeck@worldbank.org
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NR 25
TC 192
Z9 195
U1 4
U2 38
PU ELSEVIER SCIENCE SA
PI LAUSANNE
PA PO BOX 564, 1001 LAUSANNE, SWITZERLAND
SN 0304-405X
J9 J FINANC ECON
JI J. Financ. Econ.
PD JUL
PY 2007
VL 85
IS 1
BP 234
EP 266
DI 10.1016/j.jfineco.2006.07.002
PG 33
WC Business, Finance; Economics
SC Business & Economics
GA 186VY
UT WOS:000247807700009
DA 2020-02-20
ER

PT J
AU Lindstrom, N
   Piroska, D
AF Lindstrom, Nicole
   Piroska, Dora
TI The Politics of Privatization and Europeanization in Europe's Periphery:
   Slovenian Banks and Breweries for Sale?
SO COMPETITION & CHANGE
LA English
DT Article
DE Europeanization; Slovenia; Banking; Privatization; FDI; National
   interest
AB Many theoretical approaches to Europeanization of EU applicant states portray the process as top-down: governing elites in applicant states conform to EU conditions, constituents provide a permissive consensus and all applicant states converge toward a single EU model. Such approaches direct less attention to how Europeanization is a dynamic, contradictory and contestable process. This case study considers how common pressures of Europeanization both constrain and enable domestic politics in particular domestic fields. We focus on two sites of Europeanization in Slovenia: political debates surrounding the restructuring of the Slovenian banking sector and political turmoil over the sale of Slovenian breweries to foreign investors. In both cases, domestic societal actors managed to hinder and, in one case, halt, the full-scale liberalization and privatization of the Slovenian economy. These actors not only appealed to nationalist interests, namely the preservation of Slovenia's gradualist or nationalist-capitalist development path; they also framed these political struggles within a larger European political sphere.
C1 [Lindstrom, Nicole] Cent European Univ, Int Relat & European Studies, H-1051 Budapest, Hungary.
   [Piroska, Dora] Hungarian Acad Sci, Inst Econ, H-1502 Budapest, Hungary.
   [Piroska, Dora] Univ Texas Austin, Dept Govt, Austin, TX 78712 USA.
RP Lindstrom, N (reprint author), Cent European Univ, Int Relat & European Studies, H-1051 Budapest, Hungary.
EM lindstromn@ceu.hu; piroska@econ.core.hu
RI Piroska, Dora/X-6657-2019
OI Piroska, Dora/0000-0002-4346-8047
CR [Anonymous], 2001, SLOVENIA BUSINE 0604
   [Anonymous], 2006, SLOVENIA BUSINE 0515
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NR 45
TC 23
Z9 23
U1 0
U2 0
PU SAGE PUBLICATIONS LTD
PI LONDON
PA 1 OLIVERS YARD, 55 CITY ROAD, LONDON EC1Y 1SP, ENGLAND
SN 1024-5294
EI 1477-2221
J9 COMPET CHANG
JI Compet. Chang.
PD JUN
PY 2007
VL 11
IS 2
BP 117
EP 135
DI 10.1179/102452907X181938
PG 19
WC Business; Economics; Geography
SC Business & Economics; Geography
GA V75PO
UT WOS:000211856700003
OA Green Published
DA 2020-02-20
ER

PT J
AU Menor, LJ
   Roth, AV
AF Menor, Larry J.
   Roth, Aleda V.
TI New service development competence in retail banking: Construct
   development and measurement validation
SO JOURNAL OF OPERATIONS MANAGEMENT
LA English
DT Review
DE new service development; scale development; empirical measurement
   methodology
ID SUSTAINABLE COMPETITIVE ADVANTAGE; OPERATIONS MANAGEMENT; PRODUCT
   DEVELOPMENT; RESEARCH PROPOSITIONS; MARKET ORIENTATION; FINANCIAL
   SERVICES; SCALE DEVELOPMENT; SET CORRELATION; INNOVATION; PERFORMANCE
AB New service development (NSD) has emerged as an important area of research in service operations management. However, NSD empirical investigations have been hindered by the lack of psychometrically sound measurement items and scales. This paper reports a two-stage approach for the development and validation of new multi-item measurement scales reflecting a multidimensional construct called NSD competence. NSD competence reflects an organization's expertise in deploying resources and routines, usually in combination, to achieve a desired new service outcome. This competence is operationalized as a multidimensional construct reflected by five complementary dimensions: NSD process focus, market acuity, NSD strategy, NSD culture, and information technology experience. In the first stage of measure development, we analyse judgment-based, nominal-scaled data collected through an iterative item-sorting process to assess the tentative reliability and validity of the proposed measurement items. Our results demonstrate that a reduced set of measurement items have reasonable psychometric properties and, therefore, are useful inputs for multi-item measurement scale development. In the second stage of measurement development, we conduct a confirmatory factor analysis of the five NSD competence dimensions using survey data collected from a sample of retail bank key informants and confirm the unidimensionality, reliability, and validity of the proposed five multi-item scales. The NSD competence scales developed in this research may be used to advance scholarly understanding and theory in NSD. Further, these NSD scales may provide a useful diagnostic and benchmarking tool for managers seeking to assess and/or improve their firm's service innovation expertise. (c) 2006 Elsevier B.V. All rights reserved.
C1 Univ Western Ontario, Richard Ivey Sch Business, London, ON N6A 3K7, Canada.
   Clemson Univ, Coll Business & Behav Sci, Clemson, SC 29634 USA.
RP Menor, LJ (reprint author), Univ Western Ontario, Richard Ivey Sch Business, 1151 Richmond St N, London, ON N6A 3K7, Canada.
EM lmenor@ivey.uwo.ca; aroth@clemson.edu
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NR 111
TC 193
Z9 198
U1 4
U2 81
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0272-6963
J9 J OPER MANAG
JI J. Oper. Manag.
PD JUN
PY 2007
VL 25
IS 4
BP 825
EP 846
DI 10.1016/j.jom.2006.07.004
PG 22
WC Management; Operations Research & Management Science
SC Business & Economics; Operations Research & Management Science
GA 180ZQ
UT WOS:000247406900005
DA 2020-02-20
ER

PT J
AU Manrai, LA
   Manrai, AK
AF Manrai, Lalita A.
   Manrai, Ajay K.
TI A field study of customers' switching behavior for bank services
SO JOURNAL OF RETAILING AND CONSUMER SERVICES
LA English
DT Article
DE Customer satisfaction; Bank services; Switching/loyalty
AB This research paper makes three important contributions with managerial implications concerning the issue of bank service switching behavior. First, it identifies four overall dimensions of customer satisfaction with bank services. These are personnel related considerations, financial considerations (interest earnings and interest payments), environment related considerations (atmospherics), and convenience related considerations (ATM and hours). Next, we develop and test some hypotheses pertaining to the relationship between customer satisfaction and bank service switching behavior as it is mediated by the importance of a particular bank service to a particular customer and by the nature of competitive offerings for different types of banking services available from other banks. Based on the empirical results of a large scale field study, we provide several theoretical and managerial implications.
C1 [Manrai, Lalita A.; Manrai, Ajay K.] Univ Delaware, Coll Business & Econ, Newark, DE 19716 USA.
RP Manrai, AK (reprint author), Univ Delaware, Coll Business & Econ, Newark, DE 19716 USA.
EM ManraiA@lerner.udel.edu
OI Manrai, Ajay/0000-0003-2431-4824
FU FIRE Center at the University of Delaware
FX This research study was funded by a grant from the FIRE Center at the
   University of Delaware.
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NR 32
TC 51
Z9 52
U1 0
U2 1
PU ELSEVIER SCI LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, OXON, ENGLAND
SN 0969-6989
EI 1873-1384
J9 J RETAIL CONSUM SERV
JI J. Retail. Consum. Serv.
PD MAY
PY 2007
VL 14
IS 3
BP 208
EP 215
DI 10.1016/j.jretconser.2006.09.005
PG 8
WC Business
SC Business & Economics
GA V03DC
UT WOS:000213717100005
DA 2020-02-20
ER

PT J
AU Eriksson, K
   Nilsson, D
AF Eriksson, Kent
   Nilsson, Daniel
TI Determinants of the continued use of self-service technology: The case
   of Internet banking
SO TECHNOVATION
LA English
DT Article
DE self-service technology; Internet banking; perceived usefulness;
   multichannel satisfaction
ID E-COMMERCE; WEBSITE LOYALTY; SATISFACTION; BEHAVIOR; MODEL; CHANNEL;
   ONLINE; ACCEPTANCE; ADOPTION; INNOVATIVENESS
AB This study focuses on buyers' continued use of self-service technology (SST). This area is often neglected because most studies focus on buyers' adoption or acceptance of SST. In comparison to new buyer acquisition, continued use is a cost-effective market strategy aimed at retaining buyers. Based on a sample of 1831 Estonian Internet banking customers, we find that continued use of SST is positively affected by buyers' perceived usefulness. We also find that continued use of SST is negatively affected by multichannel satisfaction. As our results show, two important issues are facing developers of SSTs and sellers using SSTs: First, continued use of SST is achieved when the buyer finds the SST useful. Second, SSTs need to be considered in the context of all channels in the buyer-seller interface because the buyer does not separate the service offering of an SST from other channels. The benefits associated with using SSTs will increase if these strategic issues are taken into account. (C) 2006 Elsevier Ltd. All rights reserved.
C1 Stockholm Sch Econ, Dept Mkt & Strategy, S-11383 Stockholm, Sweden.
   Royal Inst Technol KTH, Ctr Banking & Finance, Dept Infrastruct, S-10044 Stockholm, Sweden.
RP Nilsson, D (reprint author), Stockholm Sch Econ, Dept Mkt & Strategy, Box 6501, S-11383 Stockholm, Sweden.
EM kent.eriksson@infra.kth.se; daniel.nilsson@hhs.se
OI Eriksson, Kent/0000-0001-5371-1445
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NR 59
TC 84
Z9 86
U1 2
U2 51
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0166-4972
J9 TECHNOVATION
JI Technovation
PD APR
PY 2007
VL 27
IS 4
BP 159
EP 167
DI 10.1016/j.technovation.2006.11.001
PG 9
WC Engineering, Industrial; Management; Operations Research & Management
   Science
SC Engineering; Business & Economics; Operations Research & Management
   Science
GA 160TZ
UT WOS:000245966500001
DA 2020-02-20
ER

PT J
AU Livshits, I
   MacGee, J
   Tertilt, M
AF Livshits, Igor
   MacGee, James
   Tertilt, Michele
TI Consumer bankruptcy: A fresh start
SO AMERICAN ECONOMIC REVIEW
LA English
DT Article
ID LIFE-CYCLE; GENERAL EQUILIBRIUM; RISK; CONSUMPTION; DECISION; SECURITY;
   MARKETS; DEFAULT; COSTS
C1 Univ Western Ontario, Social Sci Ctr, Dept Econ, London, ON N6A 5C2, Canada.
   Stanford Univ, Dept Econ, Stanford, CA 94305 USA.
RP Livshits, I (reprint author), Univ Western Ontario, Social Sci Ctr, Dept Econ, London, ON N6A 5C2, Canada.
EM livshits@uwo.ca; jmacgee@uwo.ca; tertilt@stanford.edu
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NR 35
TC 107
Z9 107
U1 1
U2 18
PU AMER ECONOMIC ASSOC
PI NASHVILLE
PA 2014 BROADWAY, STE 305, NASHVILLE, TN 37203 USA
SN 0002-8282
J9 AM ECON REV
JI Am. Econ. Rev.
PD MAR
PY 2007
VL 97
IS 1
BP 402
EP 418
DI 10.1257/aer.97.1.402
PG 17
WC Economics
SC Business & Economics
GA 155VZ
UT WOS:000245608000018
DA 2020-02-20
ER

PT J
AU Kassim, NM
   Souiden, N
AF Kassim, Norizan
   Souiden, Nizar
TI Customer retention measurement in the UAE banking sector
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE Retail banking; United Arab Emirates; image; perceived service quality;
   satisfaction; retention
ID SERVICE QUALITY; SATISFACTION; DETERMINANTS; PROFITABILITY; CORPORATE;
   MODELS; SCALE; FIT
AB This aper investigates how image, perceived service quality and satisfaction determine retention in a retail bank setting. Data were collected from retail banking customers in the United Arab Emirates. The results show that image is both directly and indirectly related to retention via satisfaction, while perceived service quality is indirectly related to retention via satisfaction. The paper concludes that satisfaction is not the sole determinant of retention in retail banking. The managerial and research implications of the study are also discussed.
C1 [Kassim, Norizan] Qatar Univ, Coll Business & Econ, Dept Management & Mkt, POB 2713, Doha, Qatar.
RP Kassim, NM (reprint author), Qatar Univ, Coll Business & Econ, Dept Management & Mkt, POB 2713, Doha, Qatar.
EM norizanmk@qu.edu.qa
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NR 80
TC 25
Z9 25
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD FEB
PY 2007
VL 11
IS 3
BP 217
EP 228
DI 10.1057/palgrave.fsm.4760040
PG 12
WC Business
SC Business & Economics
GA V74UI
UT WOS:000211801500004
DA 2020-02-20
ER

PT J
AU Dick, AA
AF Dick, Astrid A.
TI Market size, service quality, and competition in banking
SO JOURNAL OF MONEY CREDIT AND BANKING
LA English
DT Article
DE banks; market size; quality; sunk costs
AB Local banking markets depict enormous variation in population size. Yet this paper finds that the nature of bank competition across markets is strikingly similar. First, markets remain similarly concentrated regardless of size. Second, the number of dominant banks is roughly constant across markets of different size; it is the number of fringe banks that increases with market size. Third, service quality increases in larger markets and is higher for dominant banks. The findings suggest that banks use fixed-cost quality investments to capture the additional demand when market size grows, thereby raising barriers to entry.
C1 Fed Reserve Bank New York, New York, NY USA.
RP Dick, AA (reprint author), Fed Reserve Bank New York, New York, NY USA.
EM astrid.dick@ny.frb.org
RI Dick, Astrid/C-1261-2010
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NR 28
TC 38
Z9 39
U1 0
U2 6
PU WILEY-BLACKWELL
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 0022-2879
EI 1538-4616
J9 J MONEY CREDIT BANK
JI J. Money Credit Bank.
PD FEB
PY 2007
VL 39
IS 1
BP 49
EP 81
DI 10.1111/j.0022-2879.2007.00003.x
PG 33
WC Business, Finance; Economics
SC Business & Economics
GA 137AV
UT WOS:000244266100003
DA 2020-02-20
ER

PT J
AU Laukkanen, T
AF Laukkanen, Tommi
TI Internet vs mobile banking: comparing customer value perceptions
SO BUSINESS PROCESS MANAGEMENT JOURNAL
LA English
DT Article
DE Electronic commerce; Internet; Value added; Banking
AB Purpose - The aim of the paper is to explore and compare customer value perceptions in internet and mobile banking. The purpose especially is to compare customer perceived value and value creation between internet and mobile bill paying service.
   Design/methodology/approach - A qualitative in-depth interviewing design was applied in order to ascertain the factors that create value perceptions in fund transfer service via personal computer and mobile phone. Means-end approach and laddering interviewing technique was used in order to reveal how different value creating factors are hierarchically structured and related to each other.
   Findings - The results indicate that customer value perceptions in banking actions differ between internet and mobile channels. The findings suggest that efficiency, convenience and safety are salient in determining the differences in customer value perceptions between internet and mobile banking.
   Research limitations/implications - The findings of the qualitative study, being more depth than wide in nature, deserve to be quantitatively measured in future studies in order to provide more generalisable results.
   Practical implications - The paper provides enhanced information for business managers about both positive and negative customer value perceptions in internet and mobile banking. By understanding how and what kind of value different service channels provide for customers service providers are better enabled to create actions to enhance internet and mobile banking adoption.
   Originality/value - The contribution of the paper lies in achieving a more profound understanding on consumer value perceptions to internet and mobile banking. It expands the literature on electronic and mobile commerce and on electronic banking especially.
C1 [Laukkanen, Tommi] Univ Kuopio, Dept Business & Management, Kuopio, Finland.
RP Laukkanen, T (reprint author), Univ Kuopio, Dept Business & Management, Kuopio, Finland.
EM tommi.laukkanen@uku.fi
OI Laukkanen, Tommi/0000-0002-6353-2835
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TC 135
Z9 135
U1 0
U2 2
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1463-7154
EI 1758-4116
J9 BUS PROCESS MANAG J
JI Bus. Process. Manag. J.
PY 2007
VL 13
IS 6
SI SI
BP 788
EP 797
DI 10.1108/14637150710834550
PG 10
WC Business; Management
SC Business & Economics
GA V97MY
UT WOS:000213337100004
DA 2020-02-20
ER

PT J
AU Gomez-Galvarriato, A
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AF Gomez-Galvarriato, Aurora
   Recio, Gabriela
TI The indispensable service of banks: Commercial transactions, industry,
   and banking in revolutionary Mexico
SO ENTERPRISE & SOCIETY
LA English
DT Article
AB Revolutions have important social, political, and economic consequences with which entrepreneurs have to cope to keep their businesses going. This may involve high transaction costs due to the violence that emerges as a result of armed conflicts. In this article we examine the effect that the Mexican Revolution (1910-1920) had on the banking sector and ultimately on bank clients, since revolutionary policies forced most banks to close their doors from 1915 to 1921. By focusing on a major textile firm, the Compania Industrial Veracruzana, S.A., we observe that companies used nonchartered banks, which spread in the absence of government regulation, and foreign financial institutions, so that daily business operations could continue amidst the revolutionary upheavals.
C1 El Colegio Mexico, Ctr Estudios Hist, Mexico City, DF, Mexico.
RP Gomez-Galvarriato, A (reprint author), DRCLAS, 1730 Cambridge St, Cambridge, MA 02138 USA.
EM agomez@fas.harvard.edu; grecio@alumni.ksg.harvard.edu
CR CERDA L, 1994, HIST FINANCIERA BANC
   Coatsworth J. H., 1981, GROWTH DEV EC IMPACT
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   CONANT Charles, 1910, BANKING SYSTEM MEXIC
   DELONDRES B, 1964, CIEN ANOS BANCA MEXI
   DUENES H, 1945, BANCOS REVOLUCION
   GOMEZGALVARRIAT.A, 1999, THESIS HARVARD U
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   HABER S, 1997, LATIN AM FELL, P145
   HABER SH, 2003, POLITICS PROPERTY RI
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   *MEX YB PUB COMP, 1911, MEX YB 1909 1910
   *MEX YB PUB COMP, 1922, MEX YB 1920 21
   *MEX YB PUB COMP, 1915, MEX YB 1914
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   U.S. Department of Commerce, 1975, HIST STAT US
NR 28
TC 1
Z9 1
U1 0
U2 1
PU CAMBRIDGE UNIV PRESS
PI CAMBRIDGE
PA EDINBURGH BLDG, SHAFTESBURY RD, CB2 8RU CAMBRIDGE, ENGLAND
SN 1467-2227
EI 1467-2235
J9 ENTERP SOC
JI Enterp. Soc
PD JAN
PY 2007
VL 8
IS 1
BP 68
EP 105
DI 10.1093/es/khm022
PG 38
WC Business; History Of Social Sciences
SC Business & Economics; Social Sciences - Other Topics
GA 146UJ
UT WOS:000244959900003
DA 2020-02-20
ER

PT J
AU Rugimbana, R
AF Rugimbana, Robert
TI Youth based segmentation in the Malaysian retail banking sector The
   relationship between values and personal e-banking service preferences
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Market segmentation; Youth; Social stratification; Virtual banking;
   Consumer behaviour; Malaysia
AB Purpose - The purpose of this research is to address the important question of how to attract and retain a fragmented and ecologically diverse youth segment in a rapidly changing retail banking sector such as Malaysia.
   Design/methodology/approach - The study utilises a combination of theoretical frameworks, and quantitative techniques to ascertain the most important motivational goals for Malaysian youth when making e-channels choices.
   Findings - This study generates empirical evidence which supports the general theory that prominent cultural values such as those that stress integrity of the referent group, self-reliance and social identity are important influencers of the likelihood of adopting selected electronic banking channels.
   Research limitations/implications - Further research is needed on all retail banking e-channels apart from those currently most readily accessible in Malaysia. Similarly, researchers may consider other demographic segments for purposes of generating more robust theoretical frameworks.
   Practical implications - Service innovation characteristics as well as prominent cultural values that stress, self-reliance, integrity of the reference group and social identity and compliance may have significant implications for marketing practice even where diverse youth segments are concerned.
   Originality/value - This study is the first that seeks to ascertain the importance of prominent individual cultural values as predictors of consumer choice in the context of e-banking services in Malaysia. Therefore, this study thus sets an important benchmark for further research in the area.
C1 [Rugimbana, Robert] Griffith Univ, Griffith Business Sch, Dept Mkt, Nathan, Qld, Australia.
RP Rugimbana, R (reprint author), Griffith Univ, Griffith Business Sch, Dept Mkt, Nathan, Qld, Australia.
EM r.rugimbana@griffith.edu.au
FU Center for Work Leisure and Community, Faculty of Business, Griffith
   University
FX The author would like to express gratitude for the support of the Center
   for Work Leisure and Community, Faculty of Business, Griffith
   University.
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NR 61
TC 14
Z9 14
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2007
VL 25
IS 1
BP 6
EP 21
DI 10.1108/02652320710722588
PG 16
WC Business
SC Business & Economics
GA V0P3E
UT WOS:000216435700002
DA 2020-02-20
ER

PT J
AU Santonen, T
AF Santonen, Teemu
TI Price sensitivity as an indicator of customer defection in retail
   banking
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Prices; Customer loyalty; Banking; Retailing; Consumer behaviour;
   Finland
ID TECHNOLOGY
AB Purpose - The purpose of this research is to analyse how different dimensions of perceived service loyalty including price sensitivity explains the consumer defection in retail banking.
   Design/methodology/approach - Empirical tests were conducted with survey data from nearly 1,700 consumers in Finland.
   Findings - The findings support previous suggestion that service loyalty can be determined by following four dimensions, although a shade of interference in the unidimensionality of the service loyalty instrument in question was observed: purchase intention; word-of-mouth communication; price sensitivity; and complaining behaviour.
   Originality/value - It was found that only the price sensitivity dimension - in which reliability and unidimensionality was strongly verified - was related to the likelihood of defection in the case of low-price and limited product range driven sales offers. Results show that loyal customers are also open to attractive marketing information. This outcome is important since the willingness to acquire information on the rival offer was related to customer defection.
C1 [Santonen, Teemu] Laurea Univ Appl Sci, Business Excellence Ctr, Espoo, Finland.
RP Santonen, T (reprint author), Laurea Univ Appl Sci, Business Excellence Ctr, Espoo, Finland.
EM teemu.santonen@laurea.fi
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   Bettman J. R., 1979, INFORM PROCESSING TH
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NR 55
TC 14
Z9 14
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2007
VL 25
IS 1
BP 39
EP 55
DI 10.1108/02652320710722605
PG 17
WC Business
SC Business & Economics
GA V0P3E
UT WOS:000216435700004
DA 2020-02-20
ER

PT J
AU Roberts, B
   Campbell, RC
AF Roberts, Brandon
   Campbell, Randall C.
TI Being new-customer friendly: determinants of service perceptions in
   retail banking
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Customer service management; Banking; Retailing; Mystery shoppers
AB Purpose - The purpose of this paper is to study the attributes that influence perceptions of customer service in the retail banking setting from a non-customer perspective.
   Design/methodology/approach - This research employs a mystery shopping approach to identify and measure key service attributes that predict the likelihood of an individual's choosing a banking location.
   Findings - The measures employed accurately predicted positive and negative outcomes based on respondent choices. The data suggest that personal elements of service may be of critical importance in cultivating new customer relationships.
   Originality/value - Existing research related to bank service primarily focuses on customers in the context of their existing institutional relationship. This study examines a largely unexplored area of service, specifically, the issues most important to prospective customers with regard to banking choices.
C1 [Roberts, Brandon] Premier Insights Inc, Canton, MS 39046 USA.
   [Campbell, Randall C.] Mississippi State Univ, Econ, Mississippi State, MS 39762 USA.
RP Roberts, B (reprint author), Premier Insights Inc, Canton, MS 39046 USA.
EM brandon@premierinsights.com
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NR 37
TC 11
Z9 11
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2007
VL 25
IS 1
BP 56
EP 67
DI 10.1108/02652320710722614
PG 12
WC Business
SC Business & Economics
GA V0P3E
UT WOS:000216435700005
DA 2020-02-20
ER

PT J
AU Jones, H
   Farquhar, JD
AF Jones, Henry
   Farquhar, Jillian Dawes
TI Putting it right: service failure and customer loyalty in UK banks
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Customer satisfaction; Customer loyalty; Financial services; Banking;
   Banks; United Kingdom
ID SATISFACTION; MODEL
AB Purpose - The purpose of this paper is to examine minor service failures in UK banking and consider the impact that satisfaction with service recovery has on customer intentions to continue their custom and make recommendations, used as measures of loyalty behaviours.
   Design/methodology/approach - Data were gathered on customer satisfaction with service recovery attempts, intended loyalty behaviours and the sources of service failures were gathered by means of an on-line survey from approximately 2,000 respondents.
   Findings - Few customers who complained about minor service failures report that they were very satisfied with the service recovery. Weak service recovery influenced customer intentions about continued custom and recommendation. Minor failures in account management and bank charges are shown to have a marked effect on intended loyalty behaviours.
   Research limitations/implications - This paper reports the work of a short, e-mail survey, gathering frequency data from customers of UK banks and reports the impact of service recovery on customer intentions rather than their actions. Further investigation is needed using more a more sophisticated instrument.
   Practical implications - In this paper low levels of satisfaction with managing service recoveries are reported, no matter which channel the customer used, no matter how the service failure is managed.
   Originality/value - The preliminary work in this paper demonstrates the impact that weak service recovery of minor complaints has on customers' intended loyalty behaviours in UK banking.
C1 [Jones, Henry] TARP Ltd, London, England.
   [Farquhar, Jillian Dawes] Oxford Brookes Univ, Mkt & Operat Res Area, Oxford, England.
RP Farquhar, JD (reprint author), Oxford Brookes Univ, Mkt & Operat Res Area, Oxford, England.
EM jfarquhar@brookes.ac.uk
OI Farquhar, Jillian/0000-0002-5500-088X
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NR 38
TC 16
Z9 16
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2007
VL 25
IS 3
BP 161
EP 172
DI 10.1108/02652320710739869
PG 12
WC Business
SC Business & Economics
GA V0P3V
UT WOS:000216437400003
DA 2020-02-20
ER

PT J
AU Srijumpa, R
   Chiarakul, T
   Speece, M
AF Srijumpa, Rapeeporn
   Chiarakul, Tanyamai
   Speece, Mark
TI Satisfaction and dissatisfaction in service encounters Retail
   stockbrokerage and corporate banking in Thailand
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Customer satisfaction; Banking; Thailand
ID CUSTOMER SATISFACTION; TECHNOLOGY; QUALITY; PERSPECTIVE; PARADIGM;
   INTERNET; IMPACT
AB Purpose - The purpose of the paper is to examine customer satisfaction and dissatisfaction with interpersonal vs internet service encounters in Thai retail stockbrokerage and corporate banking.
   Design/methodology/approach - In each of two separate projects, in-depth qualitative interviews were used to develop industry-specific survey instruments that covered the same dis/satisfaction conceptual structure. The stockbrokerage survey had 460 usable questionnaires from retail customers, and the corporate banking survey resulted in 152 usable questionnaires.
   Findings - Results in each case show that customers actually have slightly higher satisfaction on the internet than with interpersonal encounters, but dissatisfaction on the internet is much greater. The net is that they still largely view the interpersonal mode as superior.
   Research limitations/implications - The paper shows that Thailand is a highly personal relationship oriented business culture. The results are probably most directly representative of other Asian cultures.
   Practical implications - Gaining widespread acceptance of internet services among customers seems more a problem of eliminating dissatisfaction, rather than fostering satisfaction.
   Originality/value - This is one of the few papers to show with strong empirical data that customers view satisfaction and dissatisfaction as distinct dimensions. An additional contribution is demonstrating that dis/satisfaction can be measured with industry specific scales, which are nevertheless comparable across industries.
C1 [Srijumpa, Rapeeporn] Sripatum Univ, Bangkok, Thailand.
   [Chiarakul, Tanyamai] Ubonratchathani Univ, Ubon Ratchathani, Thailand.
   [Speece, Mark] Univ Alaska Southeast, Juneau, AK 99801 USA.
RP Speece, M (reprint author), Univ Alaska Southeast, Juneau, AK 99801 USA.
EM mark.speece@uas.alaska.edu
OI Speece, Mark/0000-0003-4462-0896
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NR 62
TC 17
Z9 18
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2007
VL 25
IS 3
BP 173
EP 194
DI 10.1108/02652320710739878
PG 22
WC Business
SC Business & Economics
GA V0P3V
UT WOS:000216437400004
DA 2020-02-20
ER

PT J
AU Molina, A
   Martin-Consuegra, D
   Esteban, A
AF Molina, Arturo
   Martin-Consuegra, David
   Esteban, Agueda
TI Relational benefits and customer satisfaction in retail banking
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Customer satisfaction; Banking; Relationship marketing; Spain
ID CONSUMER SATISFACTION; CONSEQUENCES; DETERMINANTS; ANTECEDENTS;
   SERVICES; QUALITY; LOYALTY
AB Purpose - The purpose of this paper is to investigate the impact of relational benefits on customer satisfaction in retail banking. This paper presents a causal model that identifies a connection between the relational benefits achieved through a stable and long-term relationship with a given bank and customer satisfaction with retail banking.
   Design/methodology/approach - Based on a theoretical framework regarding the relationship between relational benefits and customer satisfaction, an empirical study using a sample of 204 bank customers was conducted, and the theoretical model is tested. Multi-item indicators from prior studies were employed to measure the constructs of interest, and the proposed relationships were tested using structural equations modeling methods.
   Findings - The results show that confidence benefits have a direct, positive effect on the satisfaction of customers with their bank. However, special treatment benefits and social benefits did not have any significant effects on satisfaction in a retail banking environment.
   Research limitations/implications - This study was conducted in a retail banking setting, and may not be generalized in other service sectors. It has also focused on the relationship between relational benefits and satisfaction, while other factors that may have an influence on consumer satisfaction have not been considered.
   Practical implications - The findings suggest that banks can create customer satisfaction through relational strategies that focus on building customer confidence. Therefore, frontline employees should be committed to establishing and maintaining confidence benefits for customers.
   Originality/value - Interest in the subjects of relational benefits and customer satisfaction has been growing among marketing researchers and practitioners. The present study provides useful information on the relationship between customer satisfaction and specific relational benefits in retail banking.
C1 [Molina, Arturo; Esteban, Agueda] Univ Castilla La Mancha, Dept Mkt, Toledo, Spain.
   [Martin-Consuegra, David] Univ Castilla La Mancha, Dept Mkt, Ciudad Real, Spain.
RP Molina, A (reprint author), Univ Castilla La Mancha, Dept Mkt, Toledo, Spain.
EM Arturo.Molina@uclm.es
RI Talaya, Agueda Esteban/A-2880-2015; Molina, Arturo/I-2655-2014; Navarro,
   David Martin-Consuegra/I-2626-2014
OI Talaya, Agueda Esteban/0000-0003-1460-0616; Molina,
   Arturo/0000-0002-6537-2468; Navarro, David
   Martin-Consuegra/0000-0003-4927-6289
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NR 64
TC 65
Z9 66
U1 0
U2 1
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2007
VL 25
IS 4
SI SI
BP 253
EP 271
DI 10.1108/02652320710754033
PG 19
WC Business
SC Business & Economics
GA V0P4D
UT WOS:000216438200006
DA 2020-02-20
ER

PT J
AU Al-Marri, K
   Ahmed, AMM
   Zairi, M
AF Al-Marri, Khalid
   Ahmed, Abdel
   Zairi, Mohamed
TI Excellence in service: an empirical study of the UAE banking sector
SO INTERNATIONAL JOURNAL OF QUALITY & RELIABILITY MANAGEMENT
LA English
DT Article
DE Customer services quality; Total quality management; Banking; Critical
   success factors; Business excellence; United Arab Emirates
AB Purpose - The purpose of this paper is to examine the critical success factors of total quality management (TQM) implementation in the United Arab Emirates (UAE) banking sector.
   Design/methodology/approach - Empirical case studies were collected from 250 banks in UAE that have embarked on TQM successfully.
   Findings - Sixteen factors were found to be critical to TQM implementation success. The factors are top management support, strategy, continuous improvement, benchmarking, customer focus, quality department, quality system, human resource management, recognition and reward, problem analysis, quality service technologies, service design, employees, services capes, service culture and social responsibility.
   Research limitations/implications - The paper provides a framework for future research to explore organisational excellence in making TQM happen successfully.
   Originality/value - This research contributes to studies of TQM and service quality in the banking sector context by considering soft issues in its implementation.
C1 [Al-Marri, Khalid; Zairi, Mohamed] Univ Bradford, European Ctr Total Qual Management, Sch Management, Bradford, West Yorkshire, England.
   [Ahmed, Abdel] e TQM Coll, Dubai, U Arab Emirates.
RP Ahmed, AMM (reprint author), e TQM Coll, Dubai, U Arab Emirates.
EM A.Ahmed@etqm.ae
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NR 30
TC 34
Z9 35
U1 0
U2 1
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-671X
EI 1758-6682
J9 INT J QUAL RELIAB MA
JI Int. J. Qual. Reliab. Manag.
PY 2007
VL 24
IS 2
BP 164
EP +
DI 10.1108/02656710710722275
PG 16
WC Management
SC Business & Economics
GA V69UP
UT WOS:000211464200003
DA 2020-02-20
ER

PT J
AU Petridou, E
   Spathis, C
   Glaveli, N
   Liassides, C
AF Petridou, Eugenia
   Spathis, Charalambos
   Glaveli, Niki
   Liassides, Chris
TI Bank service quality: empirical evidence from Greek and Bulgarian retail
   customers
SO INTERNATIONAL JOURNAL OF QUALITY & RELIABILITY MANAGEMENT
LA English
DT Article
DE Service quality assurance; Banks; Customers; Quality management; Greece;
   Bulgaria
AB Purpose - Despite the rapid growth and internationalisation of the services sector, particularly financial services, managers today realize that to successfully leverage service quality as a global competitive tool, they first need to correctly identify the antecedents of what the international consumer perceives as service quality. This paper aims to assess and compare the level of bank service quality provided in Greece and Bulgaria and to identify the dimensions of quality service in the two countries.
   Design/methodology/approach - In 2000 Bahia and Nantel proposed a specific scale, the BSQ, (Bank Service Quality) for measuring perceived service quality in retail banking consisting of six dimensions: effectiveness and assurance; access; price; tangibles; service portfolio; and reliability. This tool was used for the collection of data related to the banking services provided in the two countries (Greece and Bulgaria). Statistical methods, such as the t-test, chi-square, Cronbach's-alpha and factor analysis, were then employed to answer the research questions.
   Findings - The results suggest that the Greek customers' perception was that they received higher quality services compared to the perception of the Bulgarian clients. Differences between the countries were also reported regarding the dimensionality of quality service.
   Practical implications - The results have significant implications for banks in developing operational, marketing and human resource strategies in the two countries.
   Originality/value - Greece and Bulgaria-two countries with different economic, political and socio-cultural backgrounds-give the opportunity for cross-country research in the area of service quality, an area where research is not very mature.
C1 [Petridou, Eugenia; Spathis, Charalambos; Glaveli, Niki] Aristotle Univ Thessaloniki, Div Business Adm, Dept Econ, Thessaloniki, Greece.
   [Liassides, Chris] City Liberal Studies, Thessaloniki, Greece.
   [Liassides, Chris] Univ Sheffield, Sheffield, S Yorkshire, England.
RP Spathis, C (reprint author), Aristotle Univ Thessaloniki, Div Business Adm, Dept Econ, Thessaloniki, Greece.
EM hspathis@econ.auth.gr
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NR 51
TC 14
Z9 14
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-671X
EI 1758-6682
J9 INT J QUAL RELIAB MA
JI Int. J. Qual. Reliab. Manag.
PY 2007
VL 24
IS 6
BP 568
EP +
DI 10.1108/02656710710757772
PG 19
WC Management
SC Business & Economics
GA V69VS
UT WOS:000211467100001
DA 2020-02-20
ER

PT J
AU Laukkanen, T
AF Laukkanen, Tommi
TI Customer preferred channel attributes in multi-channel electronic
   banking
SO INTERNATIONAL JOURNAL OF RETAIL & DISTRIBUTION MANAGEMENT
LA English
DT Article
DE Consumer behaviour; Internet; Mobile communication systems; Virtual
   banking; Banks; Finland
AB Purpose - The purpose of the study is to increase the understanding of the diverse retail channel preferences of online bank customers by examining their channel attribute preferences in electronic bill paying. Two different groups of online customers were examined: those who pay their bills over the internet and those who, in addition, have experience of using a mobile phone for this service.
   Design/methodology/approach - A large internet survey was implemented and conjoint analysis was used in order to identify the utilities of the attribute levels and relative importance of the different attributes. Moreover, cluster analysis was used to group the individuals into homogenous attribute preference segments.
   Findings - The empirical findings indicate that internet users and mobile users differ in their channel attribute preferences. The results suggest coherent customer preference segments in both groups. In addition, the study identifies a group of potential mobile banking users among those who have never used a mobile phone for banking actions.
   Research limitations/implications - An internet survey design exposes the study to some limitations. All the respondents were online users of one bank, which implies problems with generalising the results to the whole population. Moreover, the questionnaire was open only for a limited time period, exposing the study to a potential bias.
   Originality/value - The study provides new insights for decision makers in the electronic retail sector and especially in banking. The results contribute information for banks' marketing actions and provide indications to device producers of the need for a more diversified supply of devices for diverse consumer groups.
C1 [Laukkanen, Tommi] Univ Kuopio, Dept Business & Management, Kuopio, Finland.
RP Laukkanen, T (reprint author), Univ Kuopio, Dept Business & Management, Kuopio, Finland.
EM tommi.laukkanen@uku.fi
OI Laukkanen, Tommi/0000-0002-6353-2835
CR American Marketing Association, 2000, PREF STRUCT MEAS CON
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NR 43
TC 33
Z9 33
U1 0
U2 1
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0959-0552
EI 1758-6690
J9 INT J RETAIL DISTRIB
JI Int. J. Retail Distrib. Manag.
PY 2007
VL 35
IS 5
BP 393
EP +
DI 10.1108/09590550710743744
PG 23
WC Business; Management
SC Business & Economics
GA V75TT
UT WOS:000211867600006
DA 2020-02-20
ER

PT J
AU Aluko, BT
AF Aluko, Bioye Thjudeen
TI Accuracy of auction sale valuations in distressed bank lending decisions
   in Nigeria
SO JOURNAL OF BUSINESS ECONOMICS AND MANAGEMENT
LA English
DT Article
DE accuracy; forced sale valuations; recession; lending decisions;
   valuation profession; implications
AB Of all the sub-sectors of the national economy, the banking industry and the property market have arguably been most severely affected by the current recession. Thus, the prevailing credit crunch in real estate finance and market conditions have implication for disposal and valuations of real estate for mortgage purposes. The study examined whether forced sale valuations of mortgage properties were a good proxy for their auction sale prices.
   Relevant data involving 67 auction sales of foreclosed residential property transactions together with their contemporaneous forced sale valuations were pooled together in Lagos Metropolis during the period 1994 to 2003 from sample of estate surveying and valuation/auctioneering firms, the lending institutions and the Nigeria Deport Insurance Corporation. The data obtained were analyzed with the aid of frequency distributions and multiple regression models. The study revealed, amongst others, that forced sale values are not good proxies for auction sale prices as against the conclusions of previous studies on accuracy of open market valuations either in Nigeria or other countries like UK, USA and Australia. The implications of the foregoing conclusions on the lending decisions and valuation profession in the country were further examined in the paper.
C1 Obafemi Awolowo Univ, Dept Estate Management, Ife, Nigeria.
RP Aluko, BT (reprint author), Obafemi Awolowo Univ, Dept Estate Management, Ife, Nigeria.
EM btaluko@yahoo.com
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NR 38
TC 3
Z9 3
U1 0
U2 0
PU VILNIUS GEDIMINAS TECH UNIV
PI VILNIUS
PA SAULETEKIO AL 11, VILNIUS, LT-10223, LITHUANIA
SN 1611-1699
J9 J BUS ECON MANAG
JI J. Bus. Econ. Manag.
PY 2007
VL 8
IS 3
BP 225
EP 233
DI 10.3846/16111699.2007.9636172
PG 9
WC Business; Economics
SC Business & Economics
GA 324SA
UT WOS:000257537200008
OA Other Gold
DA 2020-02-20
ER

PT J
AU Ndubisi, NO
   Wah, CK
   Ndubisi, GC
AF Ndubisi, Nelson Oly
   Wah, Chan Kok
   Ndubisi, Gibson C.
TI Supplier-customer relationship management and customer loyalty The
   banking industry perspective
SO JOURNAL OF ENTERPRISE INFORMATION MANAGEMENT
LA English
DT Article
DE Supplier relations; Trust; Customer loyalty; Banking; Malaysia
AB Purpose - The purpose of this paper is to examine the impact of the relationship marketing underpinnings, namely: commitment; competence; communication and conflict handling on the one hand and customer loyalty on the other, as well as the mediation effects of trust and relationship quality.
   Design/methodology/approach - Bank customers in Kota Kinabalu, Malaysia were surveyed using a questionnaire. Bank intercept technique was used in administering the instrument. A total of 220 customers provided the data for the study. Multiple regression analysis was used to measure the construct's relationship.
   Findings - The results show that relationship marketing strategies, namely: communication; commitment; competence; and conflict handling are directly and indirectly (through trust and relationship quality) associated with customer loyalty. Moreover, trust and relationship quality are directly associated with loyalty.
   Research limitations/implications - Although the study focuses on the banking industry in Malaysia, the outcome may be relevant to other service sectors. By identifying the relevant RM underpinnings in this sector, more researches adapting or replicating the present study in other sectors would help in pushing back the frontier of knowledge in the customer relationship management domain.
   Practical implications - This study unveils how firms can use the relationship marketing (RM) strategy to nurture and keep loyal customers and how to manage the supplier-customer relationship in the banking sector.
   Originality/value - Not much is understood about the actual influences of the underpinnings of relationship marketing on customer loyalty from empirical evidence. This research would help organisations in evaluating the results of investments and sacrifices of the firm in building relationships with its customers.
C1 [Ndubisi, Nelson Oly] Monash Univ Malaysia, Sch Business, Subang Jaya, Selangor, Malaysia.
   [Wah, Chan Kok] Univ Malaysia Sabah, Sch Business & Econ, Kota Kinabalu, Malaysia.
RP Ndubisi, NO (reprint author), Monash Univ Malaysia, Sch Business, Subang Jaya, Selangor, Malaysia.
EM Olynels@yahoo.com
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   Ndubisi N.O., 2004, INT LOG C P, V11
   Ndubisi N.O, 2003, INT J BUSINESS, V5, P207
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NR 52
TC 24
Z9 25
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1741-0398
EI 1758-7409
J9 J ENTERP INF MANAG
JI J. Enterp. Inf. Manag.
PY 2007
VL 20
IS 2
SI SI
BP 222
EP +
DI 10.1108/17410390710725797
PG 17
WC Computer Science, Interdisciplinary Applications; Information Science &
   Library Science; Management
SC Computer Science; Information Science & Library Science; Business &
   Economics
GA V90PE
UT WOS:000212869700007
DA 2020-02-20
ER

PT J
AU Kelemen, M
   Papasolomou, I
AF Kelemen, Mihaela
   Papasolomou, Ioanna
TI Internal marketing: a qualitative study of culture change in the UK
   banking sector
SO JOURNAL OF MARKETING MANAGEMENT
LA English
DT Article
DE Internal marketing; Banking; Customer focus; Culture; HRM; Change
   management
AB This paper discusses the findings of a qualitative study carried out in the UK retail-bank sector on the implementation of Internal Marketing (IM). While the overall aim of Internal Marketing is the creation of a unified culture around the values of customer service, employee empowerment and service quality, the evidence suggests that Internal Marketing is perceived and enacted in ways that at times contradict such managerial rhetoric. The paper sheds light on what internal marketing is (its underlying principles within the organisations studied), the ways in which the banks studied use it in order to change their organisational culture as well as the difficulties encountered in implementing IM as a culture change agent. It concludes that the implementation of Internal Marketing in the banks under the study is problematic and does not result into a unified organisation culture. Indeed, implementing Internal Marketing is a process fraught with difficulty, which at times leads to divisions, ruptures and ambiguity in the newly created organisational culture.
C1 [Kelemen, Mihaela] Keele Univ, Keele ST5 5BG, Staffs, England.
   [Papasolomou, Ioanna] Intercoll, 92 Ayias Phylaxeos Str,POB 51604, CY-3507 Limassol, Cyprus.
RP Papasolomou, I (reprint author), Intercoll, 92 Ayias Phylaxeos Str,POB 51604, CY-3507 Limassol, Cyprus.
EM m.l.kelemen@keele.ac.uk; papasolomou.i@lim.intercollege.ac.cy
OI Kelemen, Mihaela/0000-0001-7362-4082
CR Ahmed P. K., 2003, EUR J MARKETING, V37, P1221, DOI DOI 10.1108/03090560310486960
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NR 67
TC 16
Z9 16
U1 0
U2 0
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 0267-257X
EI 1472-1376
J9 J MARKET MANAG-UK
JI J. Market. Manag.
PY 2007
VL 23
IS 7-8
BP 745
EP 767
DI 10.1362/026725707X230027
PG 23
WC Business; Management
SC Business & Economics
GA V60ZG
UT WOS:000210867900009
DA 2020-02-20
ER

PT J
AU Durkin, M
   O'Donnell, A
   Mullholland, G
   Crowe, J
AF Durkin, Mark
   O'Donnell, Aodheen
   Mullholland, Gwyneth
   Crowe, Joseph
TI On e-banking adoption: from banker perception to customer reality
SO JOURNAL OF STRATEGIC MARKETING
LA English
DT Article
DE Retail banking; marketing strategy; Internet; customer adoption;
   e-banking
AB It has been established that increasing the role of technology in a service organisation can serve to reduce costs and often improve service reliability. For this reason and as the Internet becomes yet more pervasive in retail banking the importance of understanding influences on customer adoption behaviour for e-banking is increasingly important. This study adopts a quantitative methodology and examines customer communication preferences when interacting with their bank, with a particular focus on Internet banking registration. The customer satisfaction questionnaire was issued to over 2,000 retail customers. Through regression analysis the key predictors that indicate whether or not customers will register as Internet banking users were identified. Twenty-five senior branch bank managers were then asked to rank the same set of issues to ascertain what they felt to be the key influencers to customer registration for Internet banking. The similarities and differences between the two sets of findings are identified and the managerial implications for the case bank's marketing strategy discussed.
C1 [Durkin, Mark] Univ Ulster, Sch Mkt Entrepreneurship & Strategy, Shore Rd, Newtownabbey BT37 0QB, North Ireland.
   [O'Donnell, Aodheen] Univ Ulster, Sch Commun, Coleraine, Londonderry, North Ireland.
   [Mullholland, Gwyneth] Univ Ulster, Sch Comp & Maths, Coleraine, Londonderry, North Ireland.
   [Crowe, Joseph] Univ Ulster, Sch Mkt Entrepreneurship & Strategy, Coleraine, Londonderry, North Ireland.
RP Durkin, M (reprint author), Univ Ulster, Sch Mkt Entrepreneurship & Strategy, Shore Rd, Newtownabbey BT37 0QB, North Ireland.
EM mg.durkin@ulster.ac.uk
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NR 35
TC 7
Z9 7
U1 0
U2 0
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 0965-254X
EI 1466-4488
J9 J STRATEG MARK
JI J. Strateg. Mark.
PY 2007
VL 15
IS 2-3
BP 237
EP 252
DI 10.1080/09652540701318815
PG 16
WC Business
SC Business & Economics
GA V62QC
UT WOS:000210979300011
DA 2020-02-20
ER

PT J
AU Bontis, N
   Booker, LD
   Serenko, A
AF Bontis, Nick
   Booker, Lorne D.
   Serenko, Alexander
TI The mediating effect of organizational reputation on customer loyalty
   and service recommendation in the banking industry
SO MANAGEMENT DECISION
LA English
DT Article; Proceedings Paper
CT 1st World Congress on Strategic Business Valuation
CY JAN, 2007
CL McMaster Univ, Hamilton, CANADA
HO McMaster Univ
DE customer satisfaction; customer loyalty; banking
ID BOOTSTRAP CONFIDENCE-INTERVALS; SINGLE-ITEM; 3-STEP METHOD;
   SATISFACTION; QUALITY; PROFITABILITY; CONSEQUENCES; ANTECEDENTS;
   REPETITIONS; FRAMEWORK
AB Purpose - The overall purpose of this study was to develop an understanding of the mediating effect of organizational reputation on service recommendation and customer loyalty.
   Design/methodology/approach - Four models were developed that were variations of the American Customer Satisfaction Model (ACSM). These models were then tested by using the Partial Least Squares (PLS) procedure on a data collected from a survey that yielded 8,098 respondents.
   Findings - It was found that customer satisfaction enhances reputation in the service environment. It was also discovered that reputation partially mediates the relationship between satisfaction and loyalty, and that reputation partially mediates the relationship between satisfaction and recommendation.
   Research limitations/implications - More research needs to be undertaken to explore the role of reputation within the ACSM. It is necessary to conduct research employing experimental design with longitudinal data captured from across industries using robust measures.
   Originality/value - The findings suggest that the relationship between corporate reputation and profitability may reside in reputation's influence on customer loyalty, and that reputation plays an important role within the ACSM. This study is one of the first documented attempts to use PLS to test a mediation effect.
C1 Lakehead Univ, Fac Business Adm, Thunder Bay, ON P7B 5E1, Canada.
   McMaster Univ, DeGroote Sch Business, Hamilton, ON, Canada.
RP Serenko, A (reprint author), Lakehead Univ, Fac Business Adm, Thunder Bay, ON P7B 5E1, Canada.
EM aserenko@lakeheadu.ca
RI Booker, Lorne/D-5795-2013
OI Serenko, Alexander/0000-0003-4881-2932; Bontis,
   Nick/0000-0002-8347-0870; Figueiredo de Faria,
   Vinicius/0000-0002-3924-7647
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NR 66
TC 129
Z9 129
U1 0
U2 51
PU EMERALD GROUP PUBLISHING LIMITED
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0025-1747
J9 MANAGE DECIS
JI Manag. Decis.
PY 2007
VL 45
IS 9
BP 1426
EP 1445
DI 10.1108/00251740710828681
PG 20
WC Business; Management
SC Business & Economics
GA 239NW
UT WOS:000251526000005
DA 2020-02-20
ER

PT J
AU Durkin, M
AF Durkin, Mark
TI On the role of bank staff in online customer purchase
SO MARKETING INTELLIGENCE & PLANNING
LA English
DT Article
DE Banking; Internet; Relationship marketing; Consumer behaviour; United
   Kingdom
AB Purpose - This paper reports the findings of the latest, quantitative phase of a continuing study that explores the impact of the internet on bank-customer relationships. The specific aim is to shed light on customers' own views about when, how and in which circumstances personal contact with bank staff remains appropriate despite developments in online banking.
   Design/methodology/approach - Building on key elements of the theoretical framework developed in earlier phases of the study and taking methodological leads in the academic literature, a questionnaire was constructed and delivered to 5,000 customers of one UK bank. The usable response rate was just less than ten per cent, delivering almost 500 sets of respondent data, which were analysed by multiple regression.
   Findings - Motivating and inhibiting influences on interaction with bank staff are identified. Data analysis shows that the more complex the service product offerings, the more customers require reassurance about internet security and the impersonal and intangible nature of online transactions. At the highest level of complexity, they feel the need for "coaching" in the procedures of online banking by bank staff, face-to-face and perhaps even in the home.
   Research limitations/implications - While Stage I consisted of a small number of depth interviews with specialist managers in four countries, Stage II analysed a large number of questionnaire returns from customers of one bank in one country. There is obvious scope to enlarge both study settings and thereby improve the generalisability of findings and conclusions.
   Practical implications - The implications for marketing planning and strategy development in the banking environment are discussed, including the possibility that a viable strategic option could be reduce the emphasis on online transactions in the particular case of higher net-worth customers.
   Originality/value - Adds to the body of knowledge about the rapidly developing phenomenon of remote banking transactions, especially the purchasing of financial services, facilitated by customer adoption of online banking ( or "internet banking" or "e-banking").
C1 [Durkin, Mark] Univ Ulster, Coleraine, Londonderry, North Ireland.
RP Durkin, M (reprint author), Univ Ulster, Coleraine, Londonderry, North Ireland.
EM mg.durkin@ulster.ac.uk
OI DURKIN, MARK/0000-0002-2874-9991
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NR 30
TC 15
Z9 15
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0263-4503
EI 1758-8049
J9 MARK INTELL PLAN
JI Mark. Intell. Plan.
PY 2007
VL 25
IS 1
BP 82
EP +
DI 10.1108/02634500710722416
PG 17
WC Business
SC Business & Economics
GA V58ZP
UT WOS:000210733600008
DA 2020-02-20
ER

PT J
AU O'Connor, NG
   Cheung, CLK
AF O'Connor, Neale G.
   Cheung, Cecilia L. K.
TI Product/service adoption strategies and bank customer accounting in Hong
   Kong
SO PACIFIC ACCOUNTING REVIEW
LA English
DT Article
DE Accounting; Banking; Banks; Business performance; Hong Kong
AB Purpose - The purpose of this research is to investigate the joint influence of early product adoption and bank customer accounting in Hong Kong.
   Design/methodology/approach - In-depth interviews at three Hong Kong banks provided the basis for designing a survey instrument, which was used to collect data from 35 local and overseas banks. Performance data were collected from the financial statements published by the banks
   Findings - Findings revealed significant interactive influences of early product adoption and customer accounting practices on bank performance. That is, performance would be enhanced if customer accounting practices were used to a greater extent in those banks that were early in adopting a greater range of products. The evidence shows that bank performance in an intensely competitive market such as Hong Kong is driven by the fit between customer accounting practices and early product adoption strategies.
   Research limitations/implications - This paper is subject to small sample size and the use of a cross-sectional sample setting.
   Originality/value - The evidence that is provided in this study adds to the understanding of the relationship between management accounting and organisational strategy. The topic is of interest given the recent deregulation of the banking industry in Hong Kong and the expansion of products that have been offered by banks during the last five years.
C1 [O'Connor, Neale G.] Univ Hong Kong, Sch Business, Hong Kong, Hong Kong, Peoples R China.
   [Cheung, Cecilia L. K.] Pacific Healthcare Ltd, Hong Kong, Hong Kong, Peoples R China.
RP O'Connor, NG (reprint author), Univ Hong Kong, Sch Business, Hong Kong, Hong Kong, Peoples R China.
EM oconnor@business.hku.hk
OI O'Connor, Neale Gilbert/0000-0002-6418-4924
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NR 34
TC 2
Z9 2
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0114-0582
EI 2041-5494
J9 PAC ACCOUNT REV
JI Pac. Account. Rev.
PY 2007
VL 19
IS 1
BP 31
EP +
DI 10.1108/01140580710754638
PG 17
WC Business, Finance
SC Business & Economics
GA V79EC
UT WOS:000212097300003
DA 2020-02-20
ER

PT J
AU O'Loughlin, D
   Szmigin, I
AF O'Loughlin, Deirdre
   Szmigin, Isabelle
TI Services branding: Revealing the rhetoric within retail banking
SO SERVICE INDUSTRIES JOURNAL
LA English
DT Article
ID INVOLVEMENT; EQUITY; IMAGE
AB This paper presents key branding findings from a qualitative study of consumers and financial services practitioners and explores the current role, importance and challenges associated with branding within Irish retail financial services. Managerial and consumer research highlighted the limited role of branding and the growing gap between brand-based expectations and service brand execution. Key conclusions and implications are proposed in terms of developing an effective multidimensional brand strategy which is both profitable to suppliers and desirable to consumers. The paper recommends that financial services branding be focused upon the promotion of meaningful functional values, delivered through a customer-centred, process-driven approach.
C1 Univ Birmingham, Sch Business, Birmingham B15 2TT, W Midlands, England.
   Univ Limerick, Kemmy Business Sch, Dept Management & Mkt, Limerick, Ireland.
RP O'Loughlin, D (reprint author), Univ Birmingham, Sch Business, Univ House, Birmingham B15 2TT, W Midlands, England.
EM deirdre.oloughlin@ul.ie; I.T.Szmigin@bham.ac.uk
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NR 85
TC 10
Z9 10
U1 0
U2 11
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXFORDSHIRE, ENGLAND
SN 0264-2069
J9 SERV IND J
JI Serv. Ind. J.
PY 2007
VL 27
IS 4
BP 435
EP 452
DI 10.1080/02642060701346748
PG 18
WC Management
SC Business & Economics
GA 188OK
UT WOS:000247929000006
DA 2020-02-20
ER

PT J
AU Bergendahl, G
   Lindblom, T
AF Bergendahl, Goran
   Lindblom, Ted
TI Pricing of payment services: A comparative analysis of paper-based
   banking and electronic banking
SO SERVICE INDUSTRIES JOURNAL
LA English
DT Article
ID PEAK LOADS; COSTS
AB This paper aims at comparing paper-based banking and electronic banking in terms of cost-efficiency and pricing. The focus is primarily on giro payments made manually by mail and electronically via the Internet, but also by cash over the counter. The paper presents principles of efficient pricing in terms of production fees and capacity fees. It also demonstrates that the current pricing of payment services in Norway and Sweden is far away from these principles as production fees are set below marginal costs while capacity fees are in many cases above capacity costs. Such deviations may stimulate customers to an excess demand for electronic payments while paper-based payments will be depressed.
C1 Univ Gothenburg, Sch Business Econ & Law, Gothenburg, Sweden.
   Univ Gothenburg, Sch Business Econ & Law, Dept Business Adm, SE-40530 Gothenburg, Sweden.
RP Bergendahl, G (reprint author), Univ Gothenburg, Sch Business Econ & Law, Box 610, Gothenburg, Sweden.
EM ted.lindblom@handels.gu.se
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NR 25
TC 1
Z9 1
U1 0
U2 2
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXFORDSHIRE, ENGLAND
SN 0264-2069
J9 SERV IND J
JI Serv. Ind. J.
PY 2007
VL 27
IS 6
BP 687
EP 707
DI 10.1080/02642060701453148
PG 21
WC Management
SC Business & Economics
GA 223CT
UT WOS:000250347900002
DA 2020-02-20
ER

PT J
AU Liu, YC
   Hung, JH
AF Liu, Yong-Chin
   Hung, Jung-Hua
TI Services and the long-term profitability in Taiwan's banks
SO GLOBAL FINANCE JOURNAL
LA English
DT Article
DE Internal rate of return; Branch number; Service quantity; CAMEL;
   Structure-conduct-performance
AB This paper examines the relationship between service quantity and long-term profitability of Taiwan's banks. We employ the Fama-French IRR approach to measure long-term profitability and branch number, overhead expenses and average salaries as service proxies. The regression analysis using panel data reveals a strongly positive link between branch number and long-term profitability. This may explain why banks seek mergers with poorly operating financial institutions. The disadvantages of increased overhead expenses for enhancing services may be temporary. Furthermore, average salaries are detrimental to banks' profits, suggesting that personnel costs may be a serious burden; this may explain why a growing number of banks in Taiwan encourage early retirement of their senior employees who are then replaced by low-cost workers. (C) 2006 Elsevier Inc. All rights reserved.
C1 [Liu, Yong-Chin] Asia Univ, Dept Finance, Taichung, Taiwan.
   [Hung, Jung-Hua] Natl Cent Univ, Dept Business Adm, Chungli 320, Taiwan.
RP Hung, JH (reprint author), Natl Cent Univ, Dept Business Adm, Chungli 320, Taiwan.
EM jhung@cc.ncu.edu.tw
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NR 28
TC 11
Z9 12
U1 0
U2 0
PU JAI PRESS INC
PI STAMFORD
PA 100 PROSPECT ST, PO BOX 811, STAMFORD, CT 06901 USA
SN 1044-0283
EI 1873-5665
J9 GLOB FINANC J
JI Glob. Financ. J.
PD DEC
PY 2006
VL 17
IS 2
BP 177
EP 191
DI 10.1016/j.gfj.2006.03.001
PG 15
WC Business, Finance
SC Business & Economics
GA V0J0I
UT WOS:000216272300001
DA 2020-02-20
ER

PT J
AU Heffernan, S
AF Heffernan, Shelagh
TI UK bank services for small business: How competitive is the market?
SO JOURNAL OF BANKING & FINANCE
LA English
DT Article
DE complex oligopoly; SME inertia; shadow deposit rates; relative
   bargains/rip-offs
ID DYNAMIC HETEROGENEOUS PANELS; PRICE
AB This study is the first to employ an econometric model to examine the pricing behaviour of British financial institutions with respect to key bank products/services offered to small and medium sized enterprises (SMEs) including current accounts, investment accounts, business loans, and mortgages. A mean group approach is used on a panel of monthly data to gauge individual banks' reactions to identify factors influencing the setting of deposit and loan rates, and to assess the competitive structure that best describes the UKs SME banking market. Though the results should be interpreted with caution, the empirical evidence is suggestive of a complex oligopoly. Policies directed at improving information and making it easier for small businesses to change banks/accounts would reduce inertia and improve competition among financial institutions. (c) 2006 Elsevier B.V. All rights reserved.
C1 City Univ London, Fac Finance, Cass Business Sch, London EC1Y 8TZ, England.
RP Heffernan, S (reprint author), City Univ London, Fac Finance, Cass Business Sch, 106 Bunhill Row, London EC1Y 8TZ, England.
EM s.a.heffernan@city.ac.uk
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NR 16
TC 5
Z9 5
U1 0
U2 7
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0378-4266
J9 J BANK FINANC
JI J. Bank Financ.
PD NOV
PY 2006
VL 30
IS 11
BP 3087
EP 3110
DI 10.1016/j.jbankfin.2006.05.002
PG 24
WC Business, Finance; Economics
SC Business & Economics
GA 109NQ
UT WOS:000242315500008
DA 2020-02-20
ER

PT J
AU Blery, E
   Michalakopoulos, M
AF Blery, Evangelia
   Michalakopoulos, Michalis
TI Customer relationship management: A case study of a Greek bank
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE customer relationship management (CRM); Greek banking sector;
   e-marketing
AB Today, banks are facing an aggressive competition and they have to make efforts to survive in a competitive and uncertain market place. Banks have realised that managing customer relationships is a very important factor for their success. Customer relationship management (CRM) is a strategy that can help them to build long-lasting relationships with their customers and increase their profits through the right management system and the application of customer-focused strategies. CRM in the banking sector is of strategic importance. In this study, a single descriptive case study of one major Greek bank that has implemented CRM is presented. The aim of this study is to analyse the design and implementation of CRM in the bank, identify the benefits, the problems, as well as the success and failure factors of the implementation and develop a better understanding of CRM impact on banking competitiveness as well as provide a greater understanding of what constitutes good CRM practices.
C1 NCSR Demokritos, Mkt Innovat Technol, Athens, Greece.
   [Blery, Evangelia] Inst Educ Technol, Mkt, Athens, Greece.
   [Michalakopoulos, Michalis] Natl Tech Univ Athens, Athens, Greece.
RP Blery, E (reprint author), NCSR Demokritos, Patriarxou Grigoriou & Neapoleos Str,Technol Pk, Athens 15310, Greece.
EM evib@pathfinder.gr.evib
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NR 27
TC 11
Z9 11
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD NOV
PY 2006
VL 11
IS 2
BP 116
EP 124
DI 10.1057/palgrave.fsm.4760014
PG 9
WC Business
SC Business & Economics
GA V74UA
UT WOS:000211800700003
DA 2020-02-20
ER

PT J
AU Littler, D
   Melanthiou, D
AF Littler, Dale
   Melanthiou, Demetris
TI Consumer perceptions of risk and uncertainty and the implications for
   behaviour towards innovative retail services: The case of Internet
   Banking
SO JOURNAL OF RETAILING AND CONSUMER SERVICES
LA English
DT Article
DE Retail services; Consumer behaviour; Perceived risk; Uncertainty
AB Research on the consumer perceptions of innovative offerings has tended to focus on products as opposed to services. Perceived risk has generally not been awarded a major role while uncertainty, which is viewed here as distinct from risk, has for the most part been disregarded. The study reported in this paper strives to identify some of the major risks and uncertainties associated with a new service, Internet Banking, during the early stages of its market development. The empirical research involved a qualitative study of a small sample of consumers and a survey of both adopters and non-adopters of Internet Banking. The survey employed a traditional research instrument, which involved the presentation of pre-identified risks and uncertainties. It was possible to identify several major 'risks' as well as 'uncertainties'. We raise questions about whether or not the anxieties and concerns identified by such a process of consumer research are true reflections of the major influences affecting consumer behaviour towards new retail services. The adoption of a 'perceived risk' stance as against one founded on the view that consumers may lack certainty about outcomes and consequences has implications for both theory and practice. (C) 2006 Elsevier Ltd. All rights reserved.
C1 [Littler, Dale] Univ Manchester, Manchester Business Sch, Booth St West, Manchester M15 6PB, Lancs, England.
   [Melanthiou, Demetris] Cosmos Trading, Dali, Cyprus.
RP Littler, D (reprint author), Univ Manchester, Manchester Business Sch, Booth St West, Manchester M15 6PB, Lancs, England.
EM dale.littler@mbs.ac.uk
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NR 57
TC 116
Z9 119
U1 0
U2 2
PU ELSEVIER SCI LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, OXON, ENGLAND
SN 0969-6989
EI 1873-1384
J9 J RETAIL CONSUM SERV
JI J. Retail. Consum. Serv.
PD NOV
PY 2006
VL 13
IS 6
SI SI
BP 431
EP 443
DI 10.1016/j.jretconser.2006.02.006
PG 13
WC Business
SC Business & Economics
GA V03CC
UT WOS:000213714500006
DA 2020-02-20
ER

PT J
AU Rhee, M
   Mehra, S
AF Rhee, M
   Mehra, S
TI Aligning operations, marketing, and competitive strategies to enhance
   performance: An empirical test in the retail banking industry
SO OMEGA-INTERNATIONAL JOURNAL OF MANAGEMENT SCIENCE
LA English
DT Article
DE service operations; strategic fit; banking operations; strategy
ID MANUFACTURING STRATEGY; ORGANIZATIONAL PERFORMANCE; MODERATOR VARIABLES;
   COALIGNMENT; PERSPECTIVE; CONSTRUCTS; TYPOLOGY; MILES; FIT
AB The close linkage between competitive strategy and functional strategic activities is asserted to be a precondition to the achievement of optimal business performance. This study explores how the relationship between (and among) operations, marketing, and competitive strategies affects organizational performance in the banking industry. Our findings show that: (a) competitive strategy moderates the relationship between operations and marketing strategic activities, and organizational performance, (b) certain integrated strategic decisions of operations and marketing functions have a significant impact on organizational performance, and (c) the performance of retail banks within a strategic group differs depending on the quality of the strategic fit. (c) 2005 Elsevier Ltd. All rights reserved.
C1 Univ Memphis, Fogelman Coll Business & Econ, Memphis, TN 38152 USA.
   UIDUK Univ, Dept Business Adm, Kyungju Shi 780713, Kyungsang Bukdo, South Korea.
RP Mehra, S (reprint author), Univ Memphis, Fogelman Coll Business & Econ, Memphis, TN 38152 USA.
EM msrhee@mail.uiduk.ac.kr; smehra@memphis.edu
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NR 61
TC 27
Z9 27
U1 0
U2 17
PU PERGAMON-ELSEVIER SCIENCE LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, ENGLAND
SN 0305-0483
J9 OMEGA-INT J MANAGE S
JI Omega-Int. J. Manage. Sci.
PD OCT
PY 2006
VL 34
IS 5
BP 505
EP 515
DI 10.1016/j.omega.2005.01.017
PG 11
WC Management; Operations Research & Management Science
SC Business & Economics; Operations Research & Management Science
GA 005JW
UT WOS:000234819400009
DA 2020-02-20
ER

PT J
AU Papasolomou, I
   Vrontis, D
AF Papasolomou, Ioanna
   Vrontis, Demetris
TI Using internal marketing to ignite the corporate brand: The case of the
   UK retail bank industry
SO JOURNAL OF BRAND MANAGEMENT
LA English
DT Article
DE branding; internal marketing (IM); financial services; UK retail banking
   sector
ID SERVICES
AB Starting from the premise that there are critical issues that should drive brand success, the way the UK retail banking industry has sought to build and sustain a strong brand by launching an internal marketing (IM) programme throughout its branch network was investigated. The discussion sheds light on the themes of branding in the financial services industry and the relationship between IM and branding. The study was qualitative and exploratory in nature since the aim was to explore employees' views and experiences of IM within 35 business units that were part of the branch network of seven UK retail banks. The researchers collected data from 35 business units from seven UK retail banks. After a presentation of the research methods that underpin the study, the findings of the study with respect to four core themes that have emerged from the data as constitutive of IM are presented, namely: (1) internal customers, (2) training and education, (3) quality standards and (4) rewards systems. One can conclude that these four themes are enacted on a constant basis in order to construct a certain sort of organisational reality, one that sets the foundation on building and sustaining a strong corporate brand by changing the organisational culture to a more 'people', service and customer oriented.
C1 [Papasolomou, Ioanna] Intercollege, Sch Business Adm, Dept Mkt, 92 Ayias Phylaxeos Str, CY-3507 Limassol, Cyprus.
   [Vrontis, Demetris] Intercollege, Sch Business, Nicosia, Cyprus.
RP Papasolomou, I (reprint author), Intercollege, Sch Business Adm, Dept Mkt, 92 Ayias Phylaxeos Str, CY-3507 Limassol, Cyprus.
EM papasolomou.i@lim.intercollege.ac.cy
RI Meierer, Markus J./C-6234-2008
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NR 48
TC 35
Z9 35
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1350-231X
EI 1479-1803
J9 J BRAND MANAG
JI J. Brand Manag.
PD SEP
PY 2006
VL 14
IS 1-2
SI SI
BP 177
EP 195
DI 10.1057/palgrave.bm.2550059
PG 19
WC Business; Management
SC Business & Economics
GA V67ND
UT WOS:000211309600013
DA 2020-02-20
ER

PT J
AU Maenpaa, K
   Kanto, A
   Kuusela, H
   Paul, P
AF Maenpaa, Katariina
   Kanto, Antti
   Kuusela, Hannu
   Paul, Pallab
TI More hedonic versus less hedonic consumption behaviour in advanced
   internet bank services
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE Consumer behaviour; internet banking services; hedonic; utilitarian;
   experiential
AB Finnish internet banking can be considered as one of the most advanced in the world. This paper presents an exploratory analysis of the consumer characteristics in this sector. In the context of internet bank services the paper compares and contrasts two sets of consumers: those who prefer a more experiential view of consumption (more hedonic consumers) with those who believe in a less experiential view of consumption (less hedonic consumers). It was found that important differences exist between these two groups of consumers. Specifically, more hedonically orientated consumers place greater value on almost every proposed service dimension than the less hedonic consumers. These more hedonic consumers tend to be younger people, however, with lower education and income level and thus they do not appear to be an appealing target market for banks. In contrast, less hedonic consumers are found to be a more lucrative target market, even though they prefer basic services that concentrate on the core function of internet banking. The results have profound implications for internet bank services. Banks should focus on an improved functional operation of the services on the internet and cater more to the customers who find it effective and efficient.
C1 [Maenpaa, Katariina] Univ Tampere, Sch Business Adm, Tampere, Finland.
   [Kanto, Antti] Helsinki Sch Econ & Business, Business Math & Stat, Helsinki, Finland.
   [Kuusela, Hannu] Univ Tampere, Sch Business Adm, Mkt, Tampere, Finland.
   [Paul, Pallab] Univ Denver, Daniels Coll Business, Mkt, Denver, CO 80208 USA.
RP Paul, P (reprint author), Dept Mkt, 2101 S Univ Blvd 497, Denver, CO 80208 USA.
EM ppaul@du.edu
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NR 37
TC 13
Z9 13
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD AUG
PY 2006
VL 11
IS 1
BP 4
EP 16
DI 10.1057/palgrave.fsm.4760004
PG 13
WC Business
SC Business & Economics
GA V74PP
UT WOS:000211789200002
DA 2020-02-20
ER

PT J
AU Pistelak, P
AF Pistelak, Petr
TI Selling banks is the same as selling soap: Applying fast-moving consumer
   goods best marketing practices to the banking industry in Central and
   Eastern Europe
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE Fast-moving consumer goods marketing; benefit; target audience;
   effective communication; eBanka
AB Attempts to market financial services as fast-moving consumer goods products are rather rare in the traditional banking industry. eBanka, a small retail and SME bank in the Czech Republic, applied the FMCG marketing approach with great success. Long-time FMCG marketer, Petr Pistelak, explains the basic principles of FMCG marketing and shows how they were applied to triple the revenue of a small bank in less than three years, while bringing the once struggling bank into profitability.
C1 [Pistelak, Petr] Nottingham Trent Univ, Senior Execut MBA programme, Nottingham, England.
   [Pistelak, Petr] Brno Int Business Sch, Brno, Czech Republic.
RP Pistelak, P (reprint author), Nottingham Trent Univ, Senior Execut MBA programme, Nottingham, England.
EM pistelak@ppf.cn
NR 0
TC 1
Z9 1
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD AUG
PY 2006
VL 11
IS 1
BP 72
EP 84
DI 10.1057/palgrave.fsm.4760008
PG 13
WC Business
SC Business & Economics
GA V74PP
UT WOS:000211789200007
DA 2020-02-20
ER

PT J
AU Kirsanova, T
   Leith, C
   Wren-Lewis, S
AF Kirsanova, Tatiana
   Leith, Campbell
   Wren-Lewis, Simon
TI Should central banks target consumer prices or the exchange rate?
SO ECONOMIC JOURNAL
LA English
DT Article
ID OPTIMAL MONETARY-POLICY; OPEN-ECONOMY; RULES; INFLATION
AB In this article we consider two arguments suggesting that monetary authorities in an open economy should target output price inflation and not consumer price inflation. The first suggests that output price inflation corresponds to the distortions caused by price rigidity. The second shows how policy rules involving consumer price inflation can induce instability because of the feedback from interest rates to consumer price inflation via the exchange rate. We examine both arguments in the context of an open economy which is subject to a range of shocks. We show that both arguments remain robust but that there is a case for including a terms of trade or real exchange rate gap term in the authorities' welfare function alongside the output gap and output price inflation.
C1 Univ Exeter, Exeter EX4 4QJ, Devon, England.
   Univ Glasgow, Glasgow G12 8QQ, Lanark, Scotland.
RP Kirsanova, T (reprint author), Univ Exeter, Exeter EX4 4QJ, Devon, England.
RI Leith, Campbell/N-1025-2019; Leith, Campbell/C-9505-2011
OI Leith, Campbell/0000-0002-6406-2636; Kirsanova,
   Tatiana/0000-0002-1470-4311
FU Economic and Social Research CouncilEconomic & Social Research Council
   (ESRC) [RES-156-25-0003]
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NR 32
TC 22
Z9 22
U1 0
U2 8
PU WILEY
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 0013-0133
EI 1468-0297
J9 ECON J
JI Econ. J.
PD JUN
PY 2006
VL 116
IS 512
BP F208
EP F231
DI 10.1111/j.1468-0297.2006.01097.x
PG 24
WC Economics
SC Business & Economics
GA 048UU
UT WOS:000237972800003
DA 2020-02-20
ER

PT J
AU Shafie, R
   Ahmad, AC
   Ali, AM
AF Shafie, Rohami
   Ahmad, Ayoib Che
   Ali, Azham Md
TI THE RELATIONSHIP BETWEEN NON-AUDIT SERVICE FEES AND AUDIT FEES IN THE
   BANKING SECTOR IN MALAYSIA
SO INTERNATIONAL JOURNAL OF MANAGEMENT STUDIES
LA English
DT Article
DE Audit fees; non-audit fees; banking sector
AB The issue of audit fees and non-audit fees charged by the audit firms has been discussed regularly in accounting and auditing literature. Recently, due to the corporate scandals in United States, the issue is discussed together with a host of revelations about audit failures that led to the companies' demise. The auditing profession is being badly blamed and some suggest that this could be due to the audit firm's reliance more on non-audit services rather than the audit itself. Therefore, this study attempts to probe the situation in Malaysia using the banking sector as the subject of interest. Specifically, it tries to examine the impact of non-audit services conducted by audit firms to these banks on audit fees. The results showed that the variable of non-audit fees is statistically significant in determining audit fees as predicted. Further sensitivity analysis showed that the results are robust to different measurements and company size.
C1 [Shafie, Rohami; Ahmad, Ayoib Che; Ali, Azham Md] Univ Utara Malaysia, Fac Accountancy, Changlun, Malaysia.
RP Shafie, R (reprint author), Univ Utara Malaysia, Fac Accountancy, Changlun, Malaysia.
RI Che-Ahmad, Ayoib/N-9370-2016
OI Che-Ahmad, Ayoib/0000-0002-6382-2082
CR Andersen Arthur, 1998, REPORT PEOPLE OUR GL
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NR 50
TC 0
Z9 0
U1 0
U2 0
PU UNIV UTARA MALAYSIA PRESS
PI SINTOK
PA UNIV UTARA MALAYSIA PRESS, SINTOK, KEDAH 06010, MALAYSIA
SN 0127-8983
EI 2180-2467
J9 INT J MANAG STUD
JI Int. J. Manag. Stud.
PD JUN
PY 2006
VL 13
IS 1
BP 61
EP 87
PG 27
WC Management
SC Business & Economics
GA V9Q2O
UT WOS:000408998600003
DA 2020-02-20
ER

PT J
AU Shen, H
   Brown, LD
AF Shen, Haipeng
   Brown, Lawrence D.
TI Non-parametric modelling of time-varying customer service times at a
   bank call centre
SO APPLIED STOCHASTIC MODELS IN BUSINESS AND INDUSTRY
LA English
DT Article
DE service engineering; queueing theory; local polynomial regression;
   variance estimation; heteroscedasticity; bandwidth selection
ID BANDWIDTH SELECTION; DENSITY-ESTIMATION; VARIANCE-FUNCTION; REGRESSION
AB Call centres are becoming increasingly important in our modern commerce. We are interested in modelling the time-varying pattern of average customer service times at a bank call centre. Understanding such a pattern is essential for efficient operation of a call centre. The call service times are shown to be log-normally distributed. Motivated by this observation and the important application, we propose a new method for inference about non-parametric regression curves when the errors are lognormally distributed. Estimates and pointwise confidence bands are developed. The method builds upon the special relationship between the lognormal distribution and the normal distribution. and improves upon a naive estimation procedure that ignores this distributional structure. Our approach includes local non-parametric estimation for both the mean function and the heteroscedastic variance function of the logged data, and uses local polynomial regression as a fitting tool. A simulation Study is performed to illustrate the method. We then apply the method to model the time-varying patterns of mean service times for different types of customer calls. Several operationally interesting findings are obtained and discussed. Copyright (C) 2006 John Wiley & Sons, Ltd.
C1 Univ N Carolina, Dept Stat & Operat Res, Chapel Hill, NC 27599 USA.
   Univ Penn, Wharton Sch, Dept Stat, Philadelphia, PA 19104 USA.
RP Shen, H (reprint author), Univ N Carolina, Dept Stat & Operat Res, Chapel Hill, NC 27599 USA.
EM haipeng@email.unc.edu; lbrown@wharton.upenn.edu
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NR 30
TC 14
Z9 14
U1 0
U2 2
PU WILEY
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 1524-1904
EI 1526-4025
J9 APPL STOCH MODEL BUS
JI Appl. Stoch. Models. Bus. Ind.
PD MAY-JUN
PY 2006
VL 22
IS 3
BP 297
EP 311
DI 10.1002/asmb.618
PG 15
WC Operations Research & Management Science; Mathematics, Interdisciplinary
   Applications; Statistics & Probability
SC Operations Research & Management Science; Mathematics
GA 057XD
UT WOS:000238627600005
DA 2020-02-20
ER

PT J
AU Sciglimpaglia, D
   Ely, D
AF Sciglimpaglia, Don
   Ely, David
TI Customer account relationships and e-retail banking usage
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE Commercial banking; CRM; e-retail banking; online banking
AB Financial institutions are actively developing new electronic banking products for their retail customers. To date, the market leaders have drawn a disproportionably higher share of e-retail banking customers. In response, smaller institutions have become quite active in exploring ways to participate profitably in online banking. A major influence is from a customer relationship management (CRM) perspective, where institutions try to limit the outflow of current customers and direct high-value customers to potential products from a multi-product service offering array. These efforts can succeed only if retail bank marketers focus the promotion of the new products and services that can utilise this channel toward those customers who are most likely to find them attractive. The first aim of this study was to examine the role that online and electronic banking play in defining the customer's primary financial relationship. The analysis of 701 retail customers of a financial institution presented in this study suggests that banks and other institutions are highly vulnerable to loss of customers to rivals with extensive online services. A second aim was to examine to what extent information on banking relationships is able to extend CRM analysis beyond that offered by typical demographic and income data. Current customer account relationships are found to be highly predictive of use of electronic services use in general. And, interest in the use of specific online services is related to differing customer relationships in addition to ordinary demographic and balance information. These findings can be useful for retail banking in identifying potential high-value users from a customer relationship management perspective.
C1 [Sciglimpaglia, Don] San Diego State Univ, Mkt, San Diego, CA 92182 USA.
   [Ely, David] San Diego State Univ, Finance, San Diego, CA 92182 USA.
RP Sciglimpaglia, D (reprint author), San Diego State Univ, Dept Finance, San Diego, CA 92182 USA.
EM david.ely@sdsu.edu
CR Anguelov C.E., 2004, FEDERAL RESERVE B, V90, P1
   Awamleh R., 2005, J INTERNET BANKING C, P10
   Bughin J, 2004, OMEGA-INT J MANAGE S, V32, P1, DOI 10.1016/j.omega.2003.08.002
   Buttle F., 2004, CUSTOMER RELATIONSHI
   Cheah K. G., 2005, J INTERNET BANKING C, V10
   Chou DC, 2000, INFORM SYST MANAGE, V17, P51
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   Wells Fargo & Company, 2005, ANN REP 2004
NR 23
TC 9
Z9 9
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD MAY
PY 2006
VL 10
IS 4
SI SI
BP 109
EP 122
DI 10.1057/palgrave.fsm.4760026
PG 14
WC Business
SC Business & Economics
GA V74PF
UT WOS:000211788200004
DA 2020-02-20
ER

PT J
AU Calik, N
   Balta, NF
AF Calik, Nuri
   Balta, N. Figen
TI Consumer satisfaction and loyalty derived from the perceived quality of
   individual banking services: A field study in Eskisehir from Turkey
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE Loyalty; satisfaction; service quality
AB The research project intends to find out the differences in the quality of the services rendered by the national banks of Turkey as perceived by the bank customers. This paper is an academically held field research conducted in May 2000 in the city of Eskisehir Turkey, covering 1340 respondents who are regular bank customers, that is, who carry out banking transactions more than once in a month. These banks are all well-known, nationwide financial institutions publicly or privately owned and are classified under three main groups depending on their ownership style and their size. Respondents are selected systematically from different age groups, income groups, and occupations reflecting both sexes. A questionnaire form included ten close-end multiple-choice questions (excluding demographic questions) is designed for the research purpose
C1 [Calik, Nuri; Balta, N. Figen] Anadolu Univ, Dept Management, Mkt, Istanbul, Turkey.
RP Calik, N (reprint author), Anadolu Univ, Fac Econ & Adm Sci, Yunus Emic Campus, TR-26040 Eskisehir, Turkey.
EM ncalik@anadolu.edu.tr
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NR 17
TC 12
Z9 12
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD MAY
PY 2006
VL 10
IS 4
SI SI
BP 135
EP 149
DI 10.1057/palgrave.fsm.4760020
PG 15
WC Business
SC Business & Economics
GA V74PF
UT WOS:000211788200006
DA 2020-02-20
ER

PT J
AU Li, WL
   Sarte, PD
AF Li, Wenli
   Sarte, Pierre-Daniel
TI US consumer bankruptcy choice: The importance of general equilibrium
   effects
SO JOURNAL OF MONETARY ECONOMICS
LA English
DT Article
DE consumer bankruptcy; Chapter 7; Chapter 13
ID DECISION
AB We study the implications of U.S. personal bankruptcy rules for resource allocation and welfare. Our analysis shows that general equilibrium considerations along with bankruptcy chapter choice and production matter crucially for the effects of policy reform. Contrary to previous work, we find that completely eliminating bankruptcy provisions causes significant declines in output and welfare by reducing capital formation and labor input. Furthermore, subjecting Chapter 7 filers to means testing, as suggested by recent legislative proposals, would not improve upon current bankruptcy provisions and, at best, leave aggregate filings, output, and welfare unchanged. However, we do find that an alternative tightening of Chapter 7, in the form of lower asset exemptions, can increase economic efficiency. (c) 2006 Elsevier B.V. All rights reserved.
C1 Fed Res Bank Philadelphia, Philadelphia, PA 19106 USA.
   Fed Reserve Bank Richmond, Richmond, VA 23219 USA.
RP Sarte, PD (reprint author), Fed Res Bank Philadelphia, Philadelphia, PA 19106 USA.
EM pierre.sarte@rich.frb.org
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NR 25
TC 31
Z9 31
U1 0
U2 6
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0304-3932
EI 1873-1295
J9 J MONETARY ECON
JI J. Monetary Econ.
PD APR
PY 2006
VL 53
IS 3
BP 613
EP 631
DI 10.1016/j.jmoneco.2005.01.007
PG 19
WC Business, Finance; Economics
SC Business & Economics
GA 041XI
UT WOS:000237489600009
DA 2020-02-20
ER

PT J
AU Dewing, IP
   Russell, PO
AF Dewing, Ian P.
   Russell, Peter O.
TI The role of skilled persons in UK banking and financial services
   supervision
SO JOURNAL OF BANKING REGULATION
LA English
DT Article
AB Section 166 of the Financial and Markets Act 2000 enables the Financial Services Authority (FSA) to require a firm to commission a report by a 'skilled person'. The Section is derived from Section 39 Banking Act 1987, which permitted the Bank of England to require a bank to provide a report by a 'reporting accountant'. This paper compares the role of the skilled person in UK financial services supervision with that of the previous role of reporting accountant in UK banking supervision. The paper examines inter alia early statistics on the FSA's use of skilled persons and discusses key findings of an empirical study on the role of skilled persons in UK financial services supervision. The paper finds that the FSA is only commissioning investigations on an exceptional basis. This finding is consistent with views expressed by regulators on how they intended to use the power. The paper concludes that banks, as banks, will have experienced considerable reduction of work and expense associated with section 39 reports. However, banks, as financial conglomerates incorporating insurance firms, or in former building societies, will be experiencing the threat of high-level scrutiny by an independent expert for the first time.
C1 [Dewing, Ian P.; Russell, Peter O.] Univ East Anglia, Sch Management, Accounting, Norwich NR4 7TJ, Norfolk, England.
RP Dewing, IP (reprint author), Univ East Anglia, Sch Management, Accounting, Norwich NR4 7TJ, Norfolk, England.
EM i.dewing@uea.ac.uk; p.o.russell@uea.ac.uk
FU Scottish Accountancy Trust for Education of the Institute of Chartered
   Accountants of Scotland
FX The paper is developed from a research project kindly funded by the
   Scottish Accountancy Trust for Education of the Institute of Chartered
   Accountants of Scotland.
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   Leigh-Pemberton Robin, 1985, CMND9550
NR 12
TC 0
Z9 0
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1745-6452
EI 1750-2071
J9 J BANK REGUL
JI J. Bank Regul.
PD MAR-APR
PY 2006
VL 7
IS 3-4
BP 326
EP 335
DI 10.1057/palgrave.jbr.2350024
PG 10
WC Business, Finance
SC Business & Economics
GA V92YI
UT WOS:000213028700009
DA 2020-02-20
ER

PT J
AU Chen, YR
   Li, L
AF Chen, Yarong
   Li, Ling
TI Deriving information from CRM for knowledge management - A note on a
   commercial bank
SO SYSTEMS RESEARCH AND BEHAVIORAL SCIENCE
LA English
DT Article
DE knowledge management; ERP; enterprise information systems; CRM;
   management information systems; customer satisfaction index; service
   industry; financial sector
ID ENTERPRISE SYSTEMS; IMPLEMENTATION
AB In today's highly competitive global economy, many companies are enhancing their enterprise information systems that include enterprise resource planning (ERP), customer relationship management (CRM) and supply chain management (SCM). In this study, we report some preliminary results of integrating customer satisfaction index into knowledge management in a commercial bank in Shanghai, China. The result of the study indicates that the most influential factors that affect corporate customers' satisfaction are customer relationship and service process. Both factors are served as inputs to knowledge management which generates some new ideas for improving customer services. CRM is a component of enterprise information systems. The study can be a reference to other commercial banks to improve their competence of CRM and knowledge management. Copyright (c) 2006 John Wiley & Sons, Ltd.
C1 Old Dominion Univ, Coll Business & Publ Adm, Norfolk, VA 23529 USA.
   Donghua Univ, Sch Business & Management, Shanghai, Peoples R China.
RP Li, L (reprint author), Old Dominion Univ, Coll Business & Publ Adm, Norfolk, VA 23529 USA.
EM lli@odu.edu
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NR 13
TC 30
Z9 30
U1 0
U2 20
PU WILEY
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 1092-7026
EI 1099-1743
J9 SYST RES BEHAV SCI
JI Syst. Res. Behav. Sci.
PD MAR-APR
PY 2006
VL 23
IS 2
BP 141
EP 146
DI 10.1002/sres.756
PG 6
WC Management; Social Sciences, Interdisciplinary
SC Business & Economics; Social Sciences - Other Topics
GA 042AW
UT WOS:000237500400003
DA 2020-02-20
ER

PT J
AU Al-Hawari, M
AF Al-Hawari, Mohammed
TI The effect of automated service quality on bank financial performance
   and the mediating role of customer retention
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE Service quality; automated context; retention; financial performance;
   banking
AB The impact of automated service quality on bank financial performance and the mediating role of customer retention have received little attention, as scholars have focused on issues of usability and measurement. This study begins by showing the impact of technology on the way banks conduct business and proceeds to discuss automated service quality definitions and the potential influence of automated service quality on retention and financial performance. A mediating model that links service quality to bank financial performance through customer retention in the automated service context is proposed. The results of this empirical study confirm the role of customer retention as a mediator in the effect of automated service quality on financial performance. Implications of the findings are discussed and the limitations of the study and the potential for future research are considered.
C1 [Al-Hawari, Mohammed] Cent Queensland Univ, Business & Law Fac, Automated Serv Mkt, Rockhampton, Qld, Australia.
RP Al-Hawari, M (reprint author), 3-370 Rockonia Rd, North Rockhampton, Qld 4701, Australia.
EM m.alhawari@cqu.edu.au
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NR 95
TC 14
Z9 14
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD FEB
PY 2006
VL 10
IS 3
BP 228
EP 243
DI 10.1057/palgrave.fsm.4770189
PG 16
WC Business
SC Business & Economics
GA V74OT
UT WOS:000211787000004
DA 2020-02-20
ER

PT J
AU Sherman, HD
   Zhu, J
AF Sherman, H. David
   Zhu, Joe
TI Benchmarking with quality-adjusted DEA (Q-DEA) to seek lower-cost
   high-quality service: Evidence from a US bank application
SO ANNALS OF OPERATIONS RESEARCH
LA English
DT Article
DE Data envelopment analysis (DEA); efficiency; quality; benchmarking;
   performance; bank
ID DATA ENVELOPMENT ANALYSIS; PROVISION; BRANCHES
AB Benchmarking is a widely cited method to identify and adopt best-practices as a means to improve performance. Data envelopment analysis (DEA) has been demonstrated to be a powerful benchmarking methodology for situations where multiple inputs and outputs need to be assessed to identify best-practices and improve productivity in organizations. Most DEA benchmarking studies have excluded quality, even in service-sector applications such as health care where quality is a key element of performance. This limits the practical value of DEA in organizations where maintaining and improving service quality is critical to achieving performance objectives. In this paper, alternative methods incorporating quality in DEA benchmarking are demonstrated and evaluated. It is shown that simply treating the quality measures as DEA outputs does not help in discriminating the performance. Thus, the current study presents a new, more sensitive, quality-adjusted DEA (Q-DEA), which effectively deals with quality measures in benchmarking. We report the results of applying Q-DEA to a U.S. bank's 200-branch network that required a method for benchmarking to help manage operating costs and service quality. Q-DEA findings helped the bank achieve cost savings and improved operations while preserving service quality, a dimension critical to its mission. New insights about ways to improve branch operations based on the best-practice (high-quality low-cost) benchmarks identified with Q-DEA are also described in the paper. This demonstrates the practical need and potential benefits of Q-DEA and its efficacy in one application, and also suggests the need for further research on measuring and incorporating quality into DEA benchmarking.
C1 Northeastern Univ, Boston, MA 02468 USA.
   Worcester Polytech Inst, Dept Management, Worcester, MA 01609 USA.
RP Sherman, HD (reprint author), Northeastern Univ, 404 Hayden Hall, Boston, MA 02468 USA.
EM h.sherman@neu.edu; jzhu@wpi.edu
RI Zhu, Joe/E-7999-2014
OI Zhu, Joe/0000-0001-6103-080X
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NR 15
TC 46
Z9 46
U1 0
U2 30
PU SPRINGER
PI DORDRECHT
PA VAN GODEWIJCKSTRAAT 30, 3311 GZ DORDRECHT, NETHERLANDS
SN 0254-5330
J9 ANN OPER RES
JI Ann. Oper. Res.
PY 2006
VL 145
BP 301
EP 319
DI 10.1007/s10479-006-0037-4
PG 19
WC Operations Research & Management Science
SC Operations Research & Management Science
GA 095AY
UT WOS:000241281800019
DA 2020-02-20
ER

PT J
AU Wei, KK
   Nair, M
AF Wei, Khong Kok
   Nair, Mahendhiran
TI The effects of customer service management on business performance in
   Malaysian banking industry: an empirical analysis
SO ASIA PACIFIC JOURNAL OF MARKETING AND LOGISTICS
LA English
DT Article
DE Customer service management; Business performance; Banking; Malaysia;
   Linear structure equation modelling
AB Purpose - The aim of this paper is to examine the degree of how customer service management (CSM) affects perceived business performance measures (PBPM) in Malaysian banks and finance companies.
   Design/methodology/approach - The aim was achieved through an empirical study involving a survey. Of 700 questionnaires sent out, 128 were returned. The dataset from the sample underwent series of statistical analyses, i.e. reliability test, factor analyses (exploratory and confirmatory) and structural equation modelling (SEM).
   Findings - Factor analyses extracted two dimensions, i.e. CSM and perceived business performance. All related indicators manifested their constructs respectively. Although there were expectations where CSM would diverged into more dimensions via exploratory factor analysis (i.e. market research, customer assessment, customer satisfaction and customer relationship management), the results show that CSM were encapsulated as a single construct by respondents. The findings confirmed that CSM had significant association on PBPM, i.e. 0.83 standardised regression weights.
   Research limitations/implications - One limitation was the size of the sample. Although the permissible threshold of sample size was met, the research would not be jeopardized with larger sample size. Future research can entail foreign banks so that the results can be compared in contrast with the ones gathered in this paper.
   Practical implications - The results can help bankers enhance their competitiveness with more emphasis on CSM through market research, customer satisfaction, customer assessment and handling of customer. These aspects are important key drivers towards successful implementation of CSM.
   Originality/value - Although CSM is multi faceted, it was viewed by the respondents as a single construct. The paper empirically justified the effectiveness of CSM on PBPM. Bankers may find this paper useful as perceptual measures can be empirically substantiated using SEM.
C1 [Wei, Khong Kok] Univ Nottingham, Sch Business, Kuala Lumpur, Selangor, Malaysia.
   [Nair, Mahendhiran] Monash Univ Malaysia, Kuala Lumpur, Selangor, Malaysia.
RP Wei, KK (reprint author), Univ Nottingham, Sch Business, Kuala Lumpur, Selangor, Malaysia.
EM Kok-Wei.Khong@nottingham.edu.my
RI Khong, Kok Wei/N-3992-2019
OI Khong, Kok Wei/0000-0003-2603-1545
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NR 32
TC 9
Z9 9
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1355-5855
EI 1758-4248
J9 ASIA PAC J MARKET LO
JI Asia Pac. J. Market. Logist.
PY 2006
VL 18
IS 2
BP 111
EP 128
DI 10.1108/13555850610658264
PG 18
WC Business
SC Business & Economics
GA V3W7V
UT WOS:000218657800004
DA 2020-02-20
ER

PT J
AU Lam, R
   Burton, S
AF Lam, Regan
   Burton, Suzan
TI SME banking loyalty (and disloyalty): a qualitative study in Hong Kong
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Banking; Customer retention; Customer loyalty; Relationship marketing;
   Small to medium-sized enterprises; Hong Kong
AB Purpose - To investigate the extent of loyalty, and the reasons underlying banking behaviour by business customers from the small to medium enterprise (SME) sector in Hong Kong, and to thereby contribute to a better understanding of the drivers of customer loyalty.
   Design/methodology/approach - A total of 32 in-depth qualitative interviews were carried out with decision makers from SMEs in Hong Kong. Content analysis was employed to analyze the interview data.
   Findings - In contrast with earlier studies on banks' share of wallet in the SME segment in the USA and Australia, a lack of loyalty or "disloyalty" appears to be the norm within this sector in Hong Kong. Perceived service quality and the length of business relationship appear to have strong associations with loyalty behaviour, in terms of customers' willingness to continue to use a bank and/or to recommend the bank to others.
   Research limitations/implications - Since the study is qualitative, a larger empirical study would be useful to attempt to replicate our results in this and other geographic markets.
   Practical implications - The results suggest that the Hong Kong SME market is characterized by high level of disloyalty, and that attaining 100 per cent loyalty from this group of customers will be very difficult. Instead, a banking strategy that focuses on service and on developing a sustained relationship with the customer may have the greatest chance of maximising the share-of-wallet of SME customers. The study offers important marketing implications for banks which are operating, or are planning to operate, business banking in Hong Kong and comparable Asian markets.
   Originality/value - It is the first paper to study the incidence of, and reasons underlying, SME banking loyalty in an Asian market. It shows that disloyalty appears to be the norm in this sector, presenting a reminder to managers and researchers that customer loyalty may be the exception, rather than the norm.
C1 [Lam, Regan] City Univ Hong Kong, Kowloon, Hong Kong, Peoples R China.
   [Burton, Suzan] Macquarie Univ, Macquarie Grad Sch Management, Sydney, NSW, Australia.
RP Lam, R (reprint author), City Univ Hong Kong, Kowloon, Hong Kong, Peoples R China.
EM mkregan@cityu.edu.hk
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NR 62
TC 41
Z9 41
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2006
VL 24
IS 1
BP 37
EP 52
DI 10.1108/02652320610642335
PG 16
WC Business
SC Business & Economics
GA V0P0E
UT WOS:000216427900004
DA 2020-02-20
ER

PT J
AU Ting, DH
AF Ting, Ding Hooi
TI Further probing of higher order in satisfaction construct The case of
   banking institutions in Malaysia
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Customer satisfaction; Banking; Malaysia
ID CUSTOMER SATISFACTION; SERVICE QUALITY; CONSEQUENCES; PERCEPTIONS; MODEL
AB Purpose - This paper aims to bring a new insight by examining the satisfaction model in a more complex manner to capture the variations of the satisfaction construct better.
   Design/methodology/approach - The paper presents a subsequent expansion from a previous research. The methodology used is similar, as the researcher believes that it is the best way to measure and to capture the curvilinear relationship of the variables under study. Regression of a higher form has been discussed and established and three variables were tested, i.e. word-of-mouth referrals (dependent variable), satisfaction (independent variable), and ownership (moderating variable). In order to test for the moderating effect, the hierarchical moderated regression analysis has been employed.
   Findings - This study contributes to the body of knowledge in two ways. First, a literature review and exploratory study suggest that marketers should consider a higher-order model in the models of satisfaction. Second, further considerations should be made to determine the curvature of the relationship where the researcher suggested that there might be a "U"-shaped relationship between satisfaction perception and word-of-mouth referrals when there is a change in ownership.
   Research limitations/implications - Customer satisfaction should be seen as a non-linear construct. In fact, in most industries there are tendencies to build marketing strategies around their core services. However, this research suggests that customers in Malaysia view beyond satisfaction in choosing their banks. Malaysian bank customers prefer patronizing banks from the same ethnic group as theirs, where banks owned by the same ethnic group as the customers are able to moderate the satisfaction level.
   Originality/value - The paper shows and suggests how satisfaction construct should be measured in a non-linear form with interaction in a different cultural context as in the banking sector in Malaysia.
C1 [Ting, Ding Hooi] Monash Univ Malaysia, Sch Business & Econ, Selangor, Malaysia.
RP Ting, DH (reprint author), Monash Univ Malaysia, Sch Business & Econ, Selangor, Malaysia.
EM dinghooi9@yahoo.com
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NR 34
TC 5
Z9 5
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2006
VL 24
IS 2
BP 98
EP 111
DI 10.1108/02652320610649914
PG 14
WC Business
SC Business & Economics
GA V0P0K
UT WOS:000216428500002
DA 2020-02-20
ER

PT J
AU Duffy, JAM
   Miller, JM
   Bexley, JB
AF Duffy, Jo Ann M.
   Miller, John M.
   Bexley, James B.
TI Banking customers' varied reactions to service recovery strategies
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Banking; United States of America; Service failures; Service
   improvements; Customer satisfaction
AB Purpose - Through means of an empirical study of service recovery in US retail banking this paper aims to examine the link between satisfaction and various recovery strategies.
   Design/methodology/approach - A total of 310 bank customers responded to a survey addressing customer demographics, levels of satisfaction, types of recovery strategies, and service recovery employees. Frequencies, chi-square analysis and correspondence analysis were used to analyze the data.
   Findings - The findings show no significant difference in recovery strategies or satisfaction by customer age, gender, or tenure with bank. However, the degree of customer satisfaction was strongly influenced by the type of recovery strategy used by the bank. The results indicate that recovery efforts are best directed toward empathic listening and fixing the problem rather than apologizing or making atonement.
   Originality/value - This study of service recovery in US retail banking provides useful information on the link between satisfaction and various recovery strategies.
C1 [Duffy, Jo Ann M.; Miller, John M.; Bexley, James B.] Sam Houston State Univ, Coll Business Adm, Huntsville, TX 77340 USA.
RP Duffy, JAM (reprint author), Sam Houston State Univ, Coll Business Adm, Huntsville, TX 77340 USA.
EM mgt_jxd@shsu.edu
NR 0
TC 34
Z9 34
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2006
VL 24
IS 2
BP 112
EP 132
DI 10.1108/02652320610649923
PG 21
WC Business
SC Business & Economics
GA V0P0K
UT WOS:000216428500003
DA 2020-02-20
ER

PT J
AU Hawke, A
   Heffernan, T
AF Hawke, Amy
   Heffernan, Troy
TI Interpersonal liking in lender-customer relationships in the Australian
   banking sector
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Relationship marketing; Case studies; Banking; Trust
AB Purpose - The purpose of this paper is to focus on the critical, yet under-researched dimension of relationship development, being interpersonal liking. Liking has been found to positively influence relationship success. However, these issues have not been extensively explored in the banking sector.
   Design/methodology/approach - A case study methodology was adopted for this research. The unit of analysis used was the relationship dyad that exists between a business lender at a major international bank and their customer. Ten case studies were conducted with a range of techniques in an attempt to increase the reliability and validity of the findings.
   Findings - Findings suggest that the interplay between similarities, communication, professionalism, trust and personality are the driving forces leading to interpersonal liking in business lender-customer relationships. Further, the outcomes of interpersonal liking emerged as increased commitment and cooperation in the relationship and a growth in business referrals for the bank lender. These findings contribute to the limited theory on interpersonal liking.
   Research limitations/implications - Several limitations emerged due to the nature of the research undertaken. These include the examination of relationships in only one major bank in Australia and the research undertaken uses cross-sectional not longitudinal data.
   Practical implications - These findings have implications for human resource management policies when recruiting personnel in relationship development rolls in the banking sector. Further, training programs aimed at developing interpersonal liking skills could be fashioned. Finally, dissemination of these findings in the banking sector would allow the important concept of interpersonal liking to gain more academic and practical attention.
   Originality/value - This paper identifies what interpersonal liking is. Findings for three research questions are presented followed by an explanation of the methodology adopted.
C1 [Hawke, Amy; Heffernan, Troy] Charles Sturt Univ, Sch Mkt & Management, Bathurst, NSW, Australia.
RP Heffernan, T (reprint author), Charles Sturt Univ, Sch Mkt & Management, Bathurst, NSW, Australia.
EM theffernan@csu.edu.au
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NR 62
TC 22
Z9 22
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2006
VL 24
IS 3
BP 140
EP 157
DI 10.1108/02652320610659003
PG 18
WC Business
SC Business & Economics
GA V0P0S
UT WOS:000216429300001
DA 2020-02-20
ER

PT J
AU Pikkarainen, K
   Pikkarainen, T
   Karjaluoto, H
   Pahnila, S
AF Pikkarainen, Kari
   Pikkarainen, Tero
   Karjaluoto, Heikki
   Pahnila, Seppo
TI The measurement of end-user computing satisfaction of online banking
   services: empirical evidence from Finland
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Banking; Customer satisfaction; Demographics; Measurement
AB Purpose - Although research into the adoption and use of online banking services has grown in many parts of the world, the centre of attention has been largely on determinants of online banking adoption, not on users' satisfaction with use. This paper aims to test and validate the End-User Computing Satisfaction (EUCS) model in order to investigate online banking users' satisfaction with the service.
   Design/methodology/approach - A survey (n = 268) was carried out using convenience sampling. An exploratory factor analysis followed by a confirmatory factor analysis run in LISREL 8.7 is used to test the validity of the model in an online banking context.
   Findings - The survey results support three constructs (content, ease of use, accuracy) from the original model, indicating that the modified EUCS model labelled EUCS2 can be utilized in analyzing user satisfaction with online banking among private customers.
   Research limitations/ implications - The obtained model suffered from two cross-loadings between individual items. Another limitation concerns the sample obtained. Therefore, future studies should test the model with larger samples to verify the model in this context.
   Practical implications - Findings of the study indicate that banks could improve end-user computing satisfaction with online banking by concentrating on the three constructs obtained from the analyses. Moreover, the results indicate that banks can increase satisfaction of online banking services by personalising the service, allowing easier and more convenient use experience.
   Originality/value - The paper makes a significant contribution by testing and modifying the EUCS model in the online banking context.
C1 [Pikkarainen, Kari; Pikkarainen, Tero; Pahnila, Seppo] Univ Oulu, Dept Informat Proc Sci, Oulu, Finland.
   [Karjaluoto, Heikki] Univ Oulu, Fac Econ & Business Adm, Dept Mkt, Oulu, Finland.
RP Karjaluoto, H (reprint author), Univ Oulu, Fac Econ & Business Adm, Dept Mkt, Oulu, Finland.
EM heikki.karjaluoto@oulu.fi
RI Karjaluoto, Heikki/M-4488-2014
OI Karjaluoto, Heikki/0000-0002-5696-7355
FU Saastopankki Foundation; Kluuvi Foundation
FX Financial support from the Saastopankki Foundation and Kluuvi Foundation
   is gratefully acknowledged. We would also like to thank PhD Candidate
   Jouni Juntunen from the University of Oulu for his valuable help in the
   structural equation modelling.
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NR 52
TC 55
Z9 56
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2006
VL 24
IS 3
BP 158
EP 172
DI 10.1108/02652320610659012
PG 15
WC Business
SC Business & Economics
GA V0P0S
UT WOS:000216429300002
DA 2020-02-20
ER

PT J
AU Matzler, K
   Wurtele, A
   Renzl, B
AF Matzler, Kurt
   Wuertele, Andreas
   Renzl, Birgit
TI Dimensions of price satisfaction: a study in the retail banking industry
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Prices; Banking; Retailing; Customer satisfaction
AB Purpose - The purpose of this paper is to explore the dimensionality of price satisfaction. It argues that price satisfaction is composed of several dimensions (price transparency, price-quality ratio, relative price, price confidence, price reliability, and price fairness) and that companies should consider these dimensions when monitoring customer satisfaction.
   Design/methodology/approach - Based on a theoretical discussion of the price dimensions, a questionnaire is developed that measures customer satisfaction with individual price dimensions. Using regression analysis the impact of price satisfaction dimensions on overall price satisfaction is measured, using a sample of 160 students.
   Findings - The results show that price satisfaction can be conceptualized as a multidimensional construct and that five dimensions influence overall price satisfaction. The application of the questionnaire allows for measuring price satisfaction in firms.
   Research limitations/implications - The paper introduces price satisfaction as a multidimensional construct and the study empirically supports the hypotheses. The student sample, however, restricts generalizability and more studies are needed to test the validity and reliability of the questionnaire.
   Practical implications - Based on the measurement of price satisfaction, managers are able to identify the drivers of price satisfaction, their satisfaction and relative importance in different market segments and, consequently they are able to take the right measures to increase customer satisfaction and loyalty.
   Originality/value - So far price satisfaction has been treated as a one-dimensional construct. This paper contains a theoretical argumentation for why price satisfaction should be treated as a multi-dimensional construct consisting of several dimensions, i. e. price-quality ratio, price fairness, price transparency, price reliability and relative price. These dimensions constitute the determinants of overall price satisfaction.
C1 [Matzler, Kurt] Johannes Kepler Univ Linz, Dept Int Management, Linz, Austria.
   [Wuertele, Andreas; Renzl, Birgit] Univ Innsbruck, Sch Management, Dept Strateg Management, Innsbruck, Austria.
RP Matzler, K (reprint author), Johannes Kepler Univ Linz, Dept Int Management, Linz, Austria.
EM kurt.matzler@jku.at
RI Renzl, Birgit/AAH-6032-2019; Matzler, Kurt/M-5994-2013
OI Renzl, Birgit/0000-0003-0109-0784; matzler, Kurt/0000-0002-3132-4388
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NR 61
TC 54
Z9 55
U1 1
U2 1
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2006
VL 24
IS 4
BP 216
EP 231
DI 10.1108/02652320610671324
PG 16
WC Business
SC Business & Economics
GA V0P0X
UT WOS:000216429800001
DA 2020-02-20
ER

PT J
AU Roig, JCF
   Garcia, JS
   Tena, MAM
   Monzonis, JL
AF Fandos Roig, Juan Carlos
   Sanchez Garcia, Javier
   Moliner Tena, Miguel Angel
   Llorens Monzonis, Jaume
TI Customer perceived value in banking services
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Customers; Banking; Relationship marketing
ID QUALITY; PRICE; MODEL; PERCEPTIONS; LOYALTY
AB Purpose - The purpose of this research is to analyse the dimensionality of the concept of perceived value in the banking sector, adapting the GLOVAL scale of measurement of perceived value to the banking services sector.
   Design/methodology/approach - A total of 200 customers of financial entities were surveyed, and structural equations models were used to verify the reliability and validity of the scale of perceived value.
   Findings - Perceived value is found to be a multidimensional construct composed of six dimensions: functional value of the establishment, functional value of the personnel; functional value of the service; functional value price; emotional value; and social value. A scale of overall perceived value in financial services was obtained, composed of six dimensions and represented by 22 items that are significant for their measurement.
   Research limitations/implications - In future studies it would be interesting to include items to measure non-monetary sacrifices, such as waiting times, queues, etc.
   Practical implications - A tool for measuring the value of financial entities as perceived by the customer is presented; with it the value perceived by customers can be quantified, evaluated and monitored.
   Originality/value - This study proposes a scale of measurement of the value perceived by consumers in the banking sector which incorporates valuations of functional aspects and of affective aspects, thus obtaining an overall quantification of the value perceived by the customer of the purchase made.
C1 [Fandos Roig, Juan Carlos; Sanchez Garcia, Javier; Moliner Tena, Miguel Angel; Llorens Monzonis, Jaume] Jaume I Univ Castellon, Castellon de La Plana, Spain.
RP Roig, JCF (reprint author), Jaume I Univ Castellon, Castellon de La Plana, Spain.
RI Monzonis, Jaume Llorens/AAB-5567-2019; Moliner, Miguel A. M/L-8002-2015;
   Sanchez-Garcia, Javier/K-3721-2012
OI Monzonis, Jaume Llorens/0000-0003-2569-171X; Moliner, Miguel A.
   M/0000-0001-9274-4151; Sanchez-Garcia, Javier/0000-0002-7865-0076
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NR 66
TC 86
Z9 87
U1 1
U2 1
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2006
VL 24
IS 5
BP 266
EP 283
DI 10.1108/02652320610681729
PG 18
WC Business
SC Business & Economics
GA V0P1E
UT WOS:000216430500001
DA 2020-02-20
ER

PT J
AU Ple, L
AF Ple, Loic
TI Managing multichannel coordination in retail banking: the influence of
   customer participation
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Distribution; Organizations; Customers; Banking
AB Purpose - The purpose of this research is to explore the combining of marketing and organizational literature. This paper seeks to evaluate the relationships between multichannel coordination and customer participation, as seen through the lens of potential customer opportunism. It aims at showing the impact of this opportunism on the organizational design of multiple channels structures.
   Design/methodology/approach - The research reports on an exploratory case study in a French retail bank. A total of 25 in-depth interviews were conducted, and the use of other sources enabled data triangulation.
   Findings - The results show first that an increase in the number of distribution channels is liable to favor customer opportunistic behavior. To counter this, the bank mainly relies on impersonal coordination modes. An emerging result highlights the role of the customer as a "perceptual filter" between the different channels of employees.
   Research limitations/implications - Customer opportunism is studied via channels employees perceptions. An investigation using a customer survey may help to better understand this construct, e. g. to identify its antecedents, and to measure it precisely. Moreover, further qualitative and/or quantitative studies with larger sample sizes are needed to try and generalize these results.
   Practical implications - It is recommended not to forget that customers can facilitate or hinder multichannel coordination. Retail banks have the power to use them conveniently, provided that they are fully conscious of the scope of the "partial employee" role played by the customer.
   Originality/value - This paper broadens understanding of how multichannel distribution structures are coordinated, and in a way belies traditional organizational design literature. The emerging result gives birth to the concept of "reversed interactive marketing", which has interesting theoretical and practical repercussions.
C1 [Ple, Loic] Univ Paris 09, Paris, France.
RP Ple, L (reprint author), Univ Paris 09, Paris, France.
EM loic_ple@yahoo.fr
RI Ple, Loic/AAE-4561-2020
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NR 78
TC 13
Z9 13
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2006
VL 24
IS 5
BP 327
EP 345
DI 10.1108/02652320610681756
PG 19
WC Business
SC Business & Economics
GA V0P1E
UT WOS:000216430500004
DA 2020-02-20
ER

PT J
AU Jayakody, JASK
   Sanjeewani, WMA
AF Jayakody, J. A. S. K.
   Sanjeewani, W. M. A.
TI The impact of salesperson transformational leadership behavior on
   customer relationship marketing behavior A study of the Sri Lankan
   corporate banking sector
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Relationship marketing; Transformational leadership; Sales force;
   Business-to-business marketing; Banking; Sri Lanka
AB Purpose - The purpose of this paper is to identify the impact of transformational leadership behavior of salespersons on the level of customers' trust and customers' relationship commitment with the salespersons in the Sri Lankan corporate banking sector.
   Design/methodology/approach - Based on the literature, it was hypothesized that idealized influence behavior and individualized considerate behavior of salespersons positively affect customers' trust and customers' relationship commitment. A survey was undertaken among 47 sales persons in the Sri Lankan corporate banking sector, and the regression analysis was performed to test hypotheses.
   Findings - It was found that idealized influence behavior of salespersons positively influences customer trust, which, together with individualized consideration of salespersons, in turn influences customer commitment. It was also found that the joint effect of both customers' trust and individualized considerate behavior of the salesperson is greater than each alone on customers' relationship commitment.
   Research limitations/implications - The small sample and non-probabilistic sampling procedure demand further corroboration of the findings. As the relationship marketing literature stresses the coexistence of both relationship and transactional marketing, future researchers may use the full-range of leadership model.
   Practical implications/implications - This study shows how the two facets of transformational leadership behavior of salespersons implicate their customers' relationship marketing behavior, and thus points out how leadership development training can be adapted to improve relationship marketing skills of sales persons.
   Originality/value - The present paper illustrates how transformational leadership provides a more appropriate knowledge domain for understanding relationship marketing dynamics at salesperson-individual customer level.
C1 [Jayakody, J. A. S. K.] Univ Colombo, Fac Management Finance, Colombo, Sri Lanka.
   [Sanjeewani, W. M. A.] Peoples Bank, Corp Div, Colombo, Sri Lanka.
RP Jayakody, JASK (reprint author), Univ Colombo, Fac Management Finance, Colombo, Sri Lanka.
EM jaya@mgmt.cmb.ac.lk
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NR 39
TC 9
Z9 9
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2006
VL 24
IS 7
BP 461
EP 474
DI 10.1108/02652320610712085
PG 14
WC Business
SC Business & Economics
GA V0P1K
UT WOS:000216431100002
DA 2020-02-20
ER

PT J
AU Ibrahim, EE
   Joseph, M
   Ibeh, KIN
AF Ibrahim, Essam E.
   Joseph, Matthew
   Ibeh, Kevin I. N.
TI Customers' perception of electronic service delivery in the UK retail
   banking sector
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Virtual banking; Individual perception; Customer services quality
ID MULTIPLE-ITEM SCALE; QUALITY; REFINEMENT; INTERNET; CONTEXT; ONLINE
AB Purpose - This study aims to explore the key factors of the electronic service quality (e-SQ) perceptions of UK banking customers and to evaluate the customers' perceptions of their banks' actual performance on the identified e-SQ dimensions.
   Design/methodology/approach - A survey has been used to collect primary data and 135 usable questionnaires were used in the analysis. Questionnaire items were developed through a two-stage process involving a review of the main measurement scales employed in previous studies and two focus group interviews to identify a series of attributes for assessing electronic banking service quality. Factor analysis procedure was employed to identify the underlying structure among the explored e-SQ attributes.
   Findings - Exploratory factor analysis uncovered six composite dimensions of electronic service quality, including the provision of convenient/accurate electronic banking operations; the accessibility and reliability of service provision; good queue management; service personalisation; the provision of friendly and responsive customer service; and the provision of targeted customer service. Further analysis using importance-performance analysis revealed that the UK customers' perceptions of their bank actual performance on these revealed that e-SQ dimensions were largely modest.
   Research limitations/implications - Generally relate to the one industry focus, the exploratory factor analysis employed, and the rather generalized view of electronic banking adopted. Future research should aim to improve on these by replicating the study in multi-industry settings, assessing the stability of the revealed factor structure, and examining whether particular e-SQ factors vary in importance across different technology types.
   Originality/value - This study has drawn on a sample of 135 UK retail banking customers in exploring the key dimensions of the relatively new electronic service quality (e-SQ) construct, and evaluating how the survey respondents perceive their respective banks' performance on those critically regarded e-SQ dimensions.
C1 [Ibrahim, Essam E.; Ibeh, Kevin I. N.] Univ Strathclyde, Glasgow, Lanark, Scotland.
   [Joseph, Matthew] Georgia Coll & State Univ, Milledgeville, GA USA.
RP Ibrahim, EE (reprint author), Univ Strathclyde, Glasgow, Lanark, Scotland.
EM essam.ibrahim@strath.ac.uk
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NR 64
TC 43
Z9 45
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2006
VL 24
IS 7
BP 475
EP 493
DI 10.1108/02652320610712094
PG 19
WC Business
SC Business & Economics
GA V0P1K
UT WOS:000216431100003
DA 2020-02-20
ER

PT J
AU Ehigie, BO
AF Ehigie, Benjamin Osayawe
TI Correlates of customer loyalty to their bank: a case study in Nigeria
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Customer loyalty; Customer satisfaction; Customer services quality;
   Perception; Relationship marketing; Banks; Nigeria
AB Purpose - This paper seeks to examine how customer expectations, perceived service quality and satisfaction predict loyalty among bank customers in Nigeria.
   Design/methodology/approach - A survey research was conducted that included qualitative technique to explore customers' expectations from bank services on the basis of which measurement scales were developed to measure the variables of the study. Respondents for the qualitative research include 18 participants for focus group discussions and 24 for in-depth interview; they were operators of savings, current, and electronic bank accounts. The quantitative research had 247 bank customers who responded to questionnaire items that measured the research variables.
   Findings - A hierarchical regression analysis carried out revealed that perception of service quality and satisfaction are significant predictors of customer loyalty, with customer satisfaction contributing more.
   Research limitations/implications - It is implied that management of banks in Nigeria should intermittently conduct market survey to identify the desires of their customers and attempt at satisfying their customers.
   Practical implications - Management of Nigerian banks could design appropriate marketing strategies towards achieving customer satisfaction and this would culminate in enhanced customer loyalty.
   Originality/value - The paper improves the external validity of similar findings in the West and demonstrates the generalizability of service quality perception and customer satisfaction as predictors of customer loyalty.
C1 [Ehigie, Benjamin Osayawe] Univ Ibadan, Dept Psychol, Ibadan, Nigeria.
RP Ehigie, BO (reprint author), Univ Ibadan, Dept Psychol, Ibadan, Nigeria.
EM benosang@yahoo.com
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NR 62
TC 74
Z9 76
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2006
VL 24
IS 7
BP 494
EP 508
DI 10.1108/02652320610712102
PG 15
WC Business
SC Business & Economics
GA V0P1K
UT WOS:000216431100004
DA 2020-02-20
ER

PT J
AU Rhee, M
   Mehra, S
AF Rhee, Munsung
   Mehra, Satish
TI A strategic review of operations and marketing functions in retail banks
SO INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT
LA English
DT Review
DE operations management; marketing; competitive strategy; retail banks
ID MANUFACTURING STRATEGY; PERFORMANCE; ENVIRONMENT; DECISIONS; IMPACT
AB Purpose - Aims to examine the performance affects of strategic integration in retail banking services.
   Design/methodology/approach - Using a survey of retail banking executives, it is examined as to how the role of operations and marketing areas can assist retail banks to shape their competitive strategies.
   Findings - It is found that proactiveness and competitive strategy substantially affect a retail bank's performance based on the strength of integration of operations and marketing areas.
   Research limitations/implications - Research is limited to retail banking services.
   Originality/value - The research broadens the scope of the strategic fit concept towards the analysis of performance effects due to functional integration in retail banks.
C1 UIDUK Univ, Dept Business Adm, Kyungsang Bukdo, South Korea.
   Univ Memphis, Fogelman Coll Business & Econ, Memphis, TN 38152 USA.
RP Mehra, S (reprint author), UIDUK Univ, Dept Business Adm, Kyungsang Bukdo, South Korea.
EM smehra@memphis.edu
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NR 50
TC 8
Z9 8
U1 1
U2 8
PU EMERALD GROUP PUBLISHING LIMITED
PI BRADFORD
PA 60/62 TOLLER LANE, BRADFORD BD8 9BY, W YORKSHIRE, ENGLAND
SN 0956-4233
J9 INT J SERV IND MANAG
JI Int. J. Serv. Ind. Manage.
PY 2006
VL 17
IS 3-4
BP 364
EP 379
DI 10.1108/09564230610680668
PG 16
WC Management
SC Business & Economics
GA 079HO
UT WOS:000240166700010
DA 2020-02-20
ER

PT J
AU Maenpaa, K
AF Maenpaa, Katariina
TI Clustering the consumers on the basis of their perceptions of the
   Internet banking services
SO INTERNET RESEARCH
LA English
DT Article
DE Internet; electronic commerce; banking; consumer behaviour; cluster
   analysis
ID MARKET-SEGMENTATION; FINANCIAL SERVICES; IMPLEMENTATION; STRATEGIES
AB Purpose - The purpose of the paper is to explore Internet banking services (IBS), consumers availing the services and the potential development possibilities of the services in the challenging operational environment.
   Design/methodology/approach - On the basis of exploratory interviews, previous Internet banking studies and relating literature, seven dimensions of IBS ranging from very practical to more hedonic are developed and explored. The users of IBS are examined by clustering them on the basis of differences in perceptions of the proposed service dimensions. Data set comprised of 300 computer-supported interviews.
   Findings - The major finding is that three of the consumer clusters do not value service dimensions containing experiential features, whereas the fourth cluster, comprising mainly of youngsters, perceived those service dimensions very appealing.
   Practical implications - Two alternative approaches are suggested to the developing and designing IBS. The cost-effective strategy for serving currently profitable customers is to adhere to basic IBS that they prefer. However, designing versatile and experiential IBS might prove to be lucrative investment for the future. The biggest consumer cluster comprising of youngsters, potential bank customers of tomorrow, preferred more diversified and even entertaining features.
   Originality/value - The study represents strategically interesting viewpoints to design and develop IBS in order to achieve optimal results in the future.
C1 Univ Tampere, Dept Management Studies, FIN-33101 Tampere, Finland.
RP Maenpaa, K (reprint author), Univ Tampere, Dept Management Studies, FIN-33101 Tampere, Finland.
EM maenpaa@uta.fi
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NR 63
TC 24
Z9 24
U1 1
U2 18
PU EMERALD GROUP PUBLISHING LIMITED
PI BRADFORD
PA 60/62 TOLLER LANE, BRADFORD BD8 9BY, W YORKSHIRE, ENGLAND
SN 1066-2243
J9 INTERNET RES
JI Internet Res.
PY 2006
VL 16
IS 3
BP 304
EP 322
DI 10.1108/10662240610673718
PG 19
WC Business; Computer Science, Information Systems; Telecommunications
SC Business & Economics; Computer Science; Telecommunications
GA 094VH
UT WOS:000241266700006
DA 2020-02-20
ER

PT J
AU Papasolomou, I
   Vrontis, D
AF Papasolomou, Ioanna
   Vrontis, Demetris
TI Building corporate branding through internal marketing: the case of the
   UK retail bank industry
SO JOURNAL OF PRODUCT AND BRAND MANAGEMENT
LA English
DT Article
DE Brands; Internal marketing; Financial services; Corporate branding;
   Banking; United Kingdom
ID SERVICE
AB Purpose - Starting from the premise that there are critical issues that should drive brand success, this study seeks to investigate the way the UK retail banking industry has sought to build and sustain a strong brand by launching an internal marketing (IM) programme throughout its branch network. Also aims to shed light on the themes of branding in the financial services industry and the relationship between IM and branding.
   Design/methodology/approach - The study was qualitative and exploratory in nature, since the aim was to explore branch managers' and employees' views and experiences of IM within the UK retail bank industry. Data were collected by carrying out in-depth qualitative interviews with organisational members working in different positions within 35 business units that represented seven different UK retail banking organisations. The qualitative data were analysed by using the grounded theory approach developed by Strauss and Corbin in 1990.
   Findings - The data analysis revealed four core themes as constitutive of IM, namely: internal customers; training and education; quality standards; and rewards systems. These four themes are enacted on a constant basis in order to construct a certain sort of organisational reality, one that sets the foundation on building and sustaining a strong corporate brand by changing the organisational culture to one which is more "people", service-and customer-oriented.
   Research limitations/implications - The study focused on one industry, the UK retail bank industry, in order to enhance one's understanding and knowledge regarding the IM theory and practice. This needs to be taken into consideration in generalising the findings to other sectors and geographic markets.
   Practical implications - The research shows that the banks studied have adopted IM due to realising that employees represent a valuable source for building and differentiating the corporate brand, since they have a powerful impact on consumers' perceptions of both the brand and the organisation. The IM perspective has the potential to integrate all staff in the branding process and create an organisational culture that sets the foundation for building a strong corporate brand.
   Originality/value - The current literature on IM has revealed that there is no universally accepted and adopted IM programme and that those organisations that have adopted IM have developed their own "custom-made" approaches. The paper reveals the IM implementation approach adopted by the UK retail banks studied.
C1 [Papasolomou, Ioanna] Intercoll, Sch Business, Mkt Dept, Limassol, Cyprus.
   [Vrontis, Demetris] Intercoll, Sch Business, Mkt Dept, Nicosia, Cyprus.
RP Papasolomou, I (reprint author), Intercoll, Sch Business, Mkt Dept, Limassol, Cyprus.
EM papasolomou.i@lim.intercollege.ac.cy
OI Papasolomou, Ioanna/0000-0003-2738-3796; Vrontis, Prof.
   Demetris/0000-0001-7570-6241
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NR 39
TC 73
Z9 73
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1061-0421
EI 2054-1643
J9 J PROD BRAND MANAG
JI J. Prod. Brand Manag.
PY 2006
VL 15
IS 1
BP 37
EP +
DI 10.1108/10610420610650864
PG 15
WC Business; Management
SC Business & Economics
GA V74AS
UT WOS:000211750500005
DA 2020-02-20
ER

PT J
AU Al-Hawari, M
   Ward, T
AF Al-Hawari, Mohammed
   Ward, Tony
TI The effect of automated service quality on Australian banks' financial
   performance and the mediating role of customer satisfaction
SO MARKETING INTELLIGENCE & PLANNING
LA English
DT Article
DE Customer services quality; Customer satisfaction; Banks; Financial
   performance; Automation; Australia
AB Purpose - First, to investigate the relationship between customer perception of service quality and bank financial performance in the new context of the automated banking environment in Australia. Second, to test for the mediating role of customer satisfaction in that relationship.
   Design/methodology/approach - Reviews a very large literature and numerous previous empirical investigations of service quality. Defines automated service quality. Proposes a mediated model linking service quality to banks' financial performance through customer satisfaction in the context of the automated retail banking, and tests it by structural equation modelling (Amos 5).
   Findings - Customer satisfaction is confirmed as a mediator in the relationship between automated service quality and financial performance.
   Research limitations/implications - Further research is indicated, to validate the relevance of the findings across different countries.
   Practical implications - The proposed model can guide the formulation of marketing strategies, relating to the delivery of automated services, which have the potential to achieve high levels of customer satisfaction and financial performance.
   Originality/value - Contributes to the current body of knowledge by improving understanding of the main issues relating to the effect of service quality on bank profitability, and the mediating role of customer satisfaction in this new banking context.
C1 [Al-Hawari, Mohammed; Ward, Tony] Cent Queensland Univ, Rockhampton, Qld, Australia.
RP Al-Hawari, M (reprint author), Cent Queensland Univ, Rockhampton, Qld, Australia.
EM m.alhawari@cqu.edu.au
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NR 107
TC 77
Z9 80
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0263-4503
EI 1758-8049
J9 MARK INTELL PLAN
JI Mark. Intell. Plan.
PY 2006
VL 24
IS 2
BP 127
EP 147
DI 10.1108/02634500610653991
PG 21
WC Business
SC Business & Economics
GA V58WL
UT WOS:000210725400006
DA 2020-02-20
ER

PT J
AU Dincer, C
   Dincer, B
AF Dincer, Caner
   Dincer, Banu
TI Has Environmental Investment a Marketing Effect in Turkish Banking
   Industry?
SO SOCIAL RESPONSIBILITY JOURNAL
LA English
DT Article
C1 [Dincer, Caner; Dincer, Banu] Galatasaray Univ, Istanbul, Turkey.
RP Dincer, C (reprint author), Galatasaray Univ, Istanbul, Turkey.
RI Dincer, Caner/AAB-1535-2020; Dincer, Banu/AAB-1367-2020
OI Dincer, Caner/0000-0002-8109-1412; Dincer, Banu/0000-0002-7101-5934
FU Galatasaray University, Scientific Research Projects Commission
FX This research is supported by Galatasaray University, Scientific
   Research Projects Commission and directed by Prof. Dr. Rustem
   Hacirustemoglu.
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NR 115
TC 1
Z9 1
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1747-1117
EI 1758-857X
J9 SOC RESPONSIB J
JI Soc. Responsib. J.
PY 2006
VL 2
IS 1
BP 88
EP 95
DI 10.1108/eb045826
PG 8
WC Management
SC Business & Economics
GA V7Y7R
UT WOS:000421413400012
DA 2020-02-20
ER

PT J
AU Shih, YY
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AF Shih, YY
   Fang, KT
TI Effects of network quality attributes on customer adoption intentions of
   Internet Banking
SO TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE
LA English
DT Article
DE Internet Banking; quality attributes of network; theory of reasoned
   action; extended TRA; structural equation modelling
ID MODEL
AB With the liberalization and internationalization of the financial market and the entrance of Taiwan into the World Trade Organization (WTO), banks in Taiwan face a dual competitive pressure in the areas of service quality and administrative efficiency. This study replicated and expanded the Theory of Reasoned Action (TRA) to probe the attitude and subjective norm factors that would influence the adoption intention of Internet Banking (IB). Moreover, network quality attributes were also used to enhance the understanding of consumer attitude towards Internet banking based on TRA (named extended TRA'). Data were gathered from 425 potential users of Internet banking. Structural equation modelling was used to analyse the responses. The analytical results generally supported TRA and extended TRA to provide a good fit to the data. Extended TRA explains more of the variance in consumer attitude (66%) and behavioural intentions (54%) than those in TRA in the context of Internet banking. Additionally, attitude is significantly related to the intention to adopt internet banking, while subjective norm is not; network quality attributes including information quality, transaction speed, and security play significant roles in influencing attitude.
C1 MingHsin Univ Sci & Technol, Dept Informat Management, Hsinchu, Taiwan.
   Natl Yunlin Univ Sci & Technol, Dept Informat Mangement, Yunlin, Taiwan.
RP Shih, YY (reprint author), MingHsin Univ Sci & Technol, Dept Informat Management, Hsinchu, Taiwan.
EM moon.shih@msa.hinet.net
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NR 34
TC 47
Z9 49
U1 0
U2 17
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXFORDSHIRE, ENGLAND
SN 1478-3371
J9 TOTAL QUAL MANAG BUS
JI Total Qual. Manag. Bus. Excell.
PD JAN
PY 2006
VL 17
IS 1
BP 61
EP 77
DI 10.1080/14783360500249661
PG 17
WC Management
SC Business & Economics
GA 994ZS
UT WOS:000234070300004
DA 2020-02-20
ER

PT J
AU Von der Ruhr, M
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AF Von der Ruhr, Marc
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DT Article
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RP Von der Ruhr, M (reprint author), St Norbert Coll, De Pere, WI 54115 USA.
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NR 41
TC 4
Z9 4
U1 0
U2 0
PU SPRINGER
PI NEW YORK
PA 233 SPRING ST, NEW YORK, NY 10013 USA
SN 0197-4254
EI 1573-9678
J9 ATLANTIC ECON J
JI Atl. Econ. J.
PD DEC
PY 2005
VL 33
IS 4
BP 405
EP 422
DI 10.1007/s11293-005-2869-8
PG 18
WC Economics
SC Business & Economics
GA V9U3V
UT WOS:000422532600004
DA 2020-02-20
ER

PT J
AU Fang, LH
AF Fang, LH
TI Investment bank reputation and the price and quality of underwriting
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DT Article
ID INITIAL PUBLIC OFFERINGS; MARKET; CERTIFICATION; DEBT; COMPENSATION;
   PERFORMANCE; RETURNS; STOCK
AB The relation between investment bank reputation and the price and quality of bond underwriting services is studied here. After controlling for endogeneity in issuer-underwriter matching, I find that reputable banks obtain lower yields and charge higher fees, but issuers' net proceeds are higher. These relations are pronounced in the junk-bond category, in which reputable banks' underwriting criteria are most stringent. These findings suggest that banks' underwriting decisions reflect reputation concerns, and are thus informative of issue quality. They also suggest that economic rents are earned on reputation, and thereby provide continued incentives for underwriters to maintain reputation.
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TC 150
Z9 155
U1 0
U2 36
PU BLACKWELL PUBLISHING
PI OXFORD
PA 9600 GARSINGTON RD, OXFORD OX4 2DQ, OXON, ENGLAND
SN 0022-1082
J9 J FINANC
JI J. Financ.
PD DEC
PY 2005
VL 60
IS 6
BP 2729
EP 2761
DI 10.1111/j.1540-6261.2005.00815.x
PG 33
WC Business, Finance; Economics
SC Business & Economics
GA 982OB
UT WOS:000233170400005
DA 2020-02-20
ER

PT J
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TC 11
Z9 11
U1 0
U2 6
PU FEDERAL RESERVE BANK ST LOUIS
PI ST LOUIS
PA BOX 442, ST LOUIS, MO 63166 USA
SN 0014-9187
J9 FED RESERVE BANK ST
JI Fed. Reserve Bank St. Louis Rev.
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PY 2005
VL 87
IS 6
BP 735
EP 749
PG 15
WC Business, Finance; Economics
SC Business & Economics
GA 987JK
UT WOS:000233514000005
DA 2020-02-20
ER

PT J
AU Cunningham, LF
   Gerlach, J
   Harper, MD
AF Cunningham, Lawrence
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   Harper, Michael
TI Perceived risk and e-banking services: An analysis from the perspective
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SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE E-banking services; consumer behaviour; perceived risk
AB This research investigates the premise that purchasing e-banking services is perceived to be riskier than purchasing traditional banking services. Unlike previous studies on perceived risk that typically focused on the relationship of perceived risk and information search, this exploratory study examines the dynamics of perceived risk throughout the various stages of the consumer buying process. A survey of 159 respondents reveals a risk premium for e-banking services that follows a systematic pattern throughout the consumer buying process. When viewed as a dynamic process, perceived risk for e-banking services shows more radical changes in risk levels than traditional banking services. The analyses indicate that financial risk drives the risk premium while psychological, physical and time risk play ancillary roles as risk drivers at certain stages of the consumer buying process. A major implication of this study is that there is a risk premium for e-banking services and the risk premium permeates all stages of the consumer buying process. Risk mitigation strategies are addressed.
C1 [Cunningham, Lawrence] Univ Colorado, Sch Business, Mkt, Denver, CO 80202 USA.
   [Cunningham, Lawrence] EDHEC, Hlth Sci Ctr, London, England.
   [Gerlach, James] Univ Colorado, Sch Business, Informat Syst, Denver, CO 80202 USA.
   [Harper, Michael] Univ Colorado, Sch Business, Operat Management & Stat, Denver, CO 80202 USA.
RP Cunningham, LF (reprint author), Univ Colorado, Grad Sch Business, POB 173364, Denver, CO 80217 USA.
EM Lawrence.Cunningham@cudenver.edu
FU Business School at the University of Colorado at Denver
FX The authors wish to express their appreciation to the Business School at
   the University of Colorado at Denver for financial support and to Ms
   Nancy Reed at the Business School at the University of Colorado at
   Denver for editorial assistance.
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NR 62
TC 37
Z9 37
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD NOV
PY 2005
VL 10
IS 2
BP 165
EP 178
DI 10.1057/palgrave.fsm.4770183
PG 14
WC Business
SC Business & Economics
GA V74OI
UT WOS:000211785900007
DA 2020-02-20
ER

PT J
AU Knox, S
   Maklan, S
AF Knox, Simon
   Maklan, Stan
TI Guaranty Trust Bank of Nigeria: Building a Trusted Brand in Financial
   Services
SO THUNDERBIRD INTERNATIONAL BUSINESS REVIEW
LA English
DT Article
AB The case study is about the Guaranty Trust Bank (GTB) of Nigeria and charts the growth of the bank from startup to its current position as the fifthlargest bank in Nigeria. The case describes how the vision of the bank's two cofounders is turned into reality by adopting an ethical brand positioning for the bank in a competitive environment characterized by corruption and lack of trust. Students are invited to participate in a strategic review of the bank's growth prospects. Using a brand model, students are asked to review appropriate brand development strategies. (C) 2005 Wiley Periodicals, Inc.
C1 [Knox, Simon] Cranfield Sch Management, Brand Mkt, Cranfield, Beds, England.
   [Maklan, Stan] Forge, London, England.
RP Knox, S (reprint author), Cranfield Sch Management, Brand Mkt, Cranfield, Beds, England.
EM s.knox@cranfield.ac.uk; stanmaklan@hotmail.com
CR [Anonymous], 2004, BANKER, P10
   Knox S., 1998, COMPETING ON VALUE
NR 2
TC 3
Z9 3
U1 0
U2 0
PU WILEY
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 1096-4762
EI 1520-6874
J9 THUNDERBIRD INT BUS
JI Thunderbird Int. Bus. Rev.
PD NOV-DEC
PY 2005
VL 47
IS 6
BP 737
EP 755
DI 10.1002/tie.20078
PG 19
WC Business
SC Business & Economics
GA V91LJ
UT WOS:000212927400006
DA 2020-02-20
ER

PT J
AU Riivari, J
AF Riivari, Jukka
TI Mobile banking: A powerful new marketing and CRM tool for financial
   services companies all over Europe
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE Mobile banking; Java; mobile marketing; European banks; mobile customer
   services; customer relationship management (CRM)
AB In the last decade mobile handsets have become ubiquitous. There are three times as many mobile phone users as online PCs and they are becoming very sophisticated and demanding users. Increasingly they will expect real-time information and access 24 hours a day, seven days a week, wherever they are in the world -and they want very high levels of service. This paper looks at how and why financial organisations across Europe are beginning to take advantage of mobile services and in particular mobile banking as a powerful new marketing tool to build long-lasting and mutually rewarding relationships with new and existing customers. Examples show how European financial organisations are using mobile banking to improve their customer service and relationships, to reinforce their brand by literally placing it in their customer's pocket and to reduce their costs.
C1 [Riivari, Jukka] Meridea Financial Software Ltd, POB 63, Helsinki 00381, Finland.
RP Riivari, J (reprint author), Meridea Financial Software Ltd, POB 63, Helsinki 00381, Finland.
EM jukka.riivari@meridea.com
CR Brydon A., 2003, NEXT MOBILE MESSAGIN
   de Jager Willem, 2003, FINANCIAL SERVICES F
   Katkov N., 2002, BANK TECHNOLOGY CHIN, P27
   Marenzi O., 2003, WILL I MODE SAVE MOB, P6
   Research Gelzus, 2003, COMM MER REV MOB MAR
   Song S-H., 2004, MOBILE BANKING TAKES, P2
   van Veen N., 2005, CENTRAL E EUROPE MOB, P1
NR 7
TC 41
Z9 42
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD SEP
PY 2005
VL 10
IS 1
BP 11
EP 20
DI 10.1057/palgrave.fsm.4770170
PG 10
WC Business
SC Business & Economics
GA V74OA
UT WOS:000211785100002
DA 2020-02-20
ER

PT J
AU Walker, RH
   Johnson, LW
AF Walker, Rhett
   Johnson, Lester
TI Towards understanding attitudes of consumers who use internet banking
   services
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE Service; technology; internet banking
AB Increasingly technology is being employed to replace or substantially diminish personal interaction in service provision. Research is beginning to shed light on the impact of this phenomenon on service provision and the behavioural response of customers. More, however, remains to be done by way of investigating and establishing the extent to which this means of service provision is effective in maintaining mutually beneficial customer-service provider relationships. This paper explains and discusses findings of a study undertaken for the purpose of illuminating reasons for using internet banking services, and establishing whether or not regular use of these services necessarily implies loyal patronage and that the customer has a sense of relationship with the service provider. Significantly, it was found that regular use does not necessarily imply willing or satisfied use, or that the customer has a sense of relationship with the service provider. Managerial implications of the findings are also considered.
C1 [Walker, Rhett] La Trobe Univ, Business, Bundoora, Vic, Australia.
   [Johnson, Lester] Melbourne Business Sch, 200 Leicester St, Carlton, Vic 3053, Australia.
RP Johnson, LW (reprint author), Melbourne Business Sch, 200 Leicester St, Carlton, Vic 3053, Australia.
EM l.johnson@mbs.edu
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   Walker R. H., 2005, J SERVICES  IN PRESS
   Walker RH, 2002, INT J SERV IND MANAG, V13, P91, DOI 10.1108/09564230210421173
   Wang YS, 2003, INT J SERV IND MANAG, V14, P501, DOI 10.1108/09564230310500192
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NR 64
TC 15
Z9 15
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD SEP
PY 2005
VL 10
IS 1
BP 84
EP 94
DI 10.1057/palgrave.fsm.4770175
PG 11
WC Business
SC Business & Economics
GA V74OA
UT WOS:000211785100007
DA 2020-02-20
ER

PT J
AU Karatepe, OM
   Yavas, U
   Babakus, E
AF Karatepe, Osman M.
   Yavas, Ugur
   Babakus, Emin
TI Measuring service quality of banks: Scale development and validation
SO JOURNAL OF RETAILING AND CONSUMER SERVICES
LA English
DT Article
DE Service quality; Banking; Scale development; Northern Cyprus
AB By employing a multi-stage, multi-phase, and multi-sample approach, this paper reports on the construction of a service quality scale. Customer perceptions of service quality of retail banks in Northern Cyprus serve as the study setting. The parsimonious 20item four-dimensional scale consisting of service environment (four items), interaction quality (seven items), empathy (five items), and reliability (four items) exhibits sound psychometric properties. Scale development procedures and managerial applications of the derived scale are discussed. (C) 2005 Elsevier Ltd. All rights reserved.
C1 [Karatepe, Osman M.] Eastern Mediterranean Univ, Sch Tourism & Hospitality Management, Via Mersin 10, Northern Cyprus, Cyprus.
   [Yavas, Ugur] East Tennessee State Univ, Coll Business, Dept Management & Mkt, Johnson City, TN 36714 USA.
   [Babakus, Emin] Univ Memphis, Fogelman Coll Business & Econ, Dept Mkt & Supply Chain Management, Memphis, TN 38152 USA.
RP Karatepe, OM (reprint author), Eastern Mediterranean Univ, Sch Tourism & Hospitality Management, Via Mersin 10, Northern Cyprus, Cyprus.
EM osman.karatepe@emu.edu.tr; raxyavas@mail.etsu.edu; ebabakus@memphis.edu
RI Karatepe, Osman M./H-7108-2012
OI Karatepe, Osman M./0000-0003-3120-8755
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NR 69
TC 134
Z9 139
U1 0
U2 0
PU ELSEVIER SCI LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, OXON, ENGLAND
SN 0969-6989
EI 1873-1384
J9 J RETAIL CONSUM SERV
JI J. Retail. Consum. Serv.
PD SEP
PY 2005
VL 12
IS 5
BP 373
EP 383
DI 10.1016/j.jretconser.2005.01.001
PG 11
WC Business
SC Business & Economics
GA V03AS
UT WOS:000213710900006
DA 2020-02-20
ER

PT J
AU Chen, ZA
   Li, DH
   Moshirian, F
AF Chen, ZA
   Li, DH
   Moshirian, F
TI China's financial services industry: The intra-industry effects of
   privatization of the Bank of China Hong Kong
SO JOURNAL OF BANKING & FINANCE
LA English
DT Article; Proceedings Paper
CT World-Bank Conference on Bank Privation
CY NOV 20-21, 2003
CL Washington, DC
SP World Bank
DE privatization; financial institutions' reactions; ownership and control
ID STATE ENTERPRISES; TEST STATISTICS; GOVERNMENT; SCHEMES; GROWTH; MARKET;
   LAW
AB The purpose of this paper is to discuss and apply some of the key issues and lessons from similar privatization in other parts of the world to the partial privatization of the Bank of China Hong Kong (BOCHK). The empirical results of this paper indicate that some of the banks and non-bank financial institutions reacted negatively to the partial privatization announcements of the BOCHK. The empirical results also show that HSBC, the largest bank in Hong Kong had no significant reaction to the restructuring announcement or the listing announcement of the BOCHK. However, the Hang Seng Bank, the third largest bank in Hong Kong, suffered a loss after the announcement of the BOCHK listing. Compared with the banks and non-bank financial institutions in China, the BOCHK over-performed the rival firms in Mainland China 1 year after its partial privatization. (c) 2005 Elsevier B.V. All rights reserved.
C1 Univ New S Wales, Sch Banking & Finance, Sydney, NSW, Australia.
RP Moshirian, F (reprint author), Univ New S Wales, Sch Banking & Finance, Sydney, NSW, Australia.
EM f.moshirian@unsw.edu.au
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NR 39
TC 13
Z9 13
U1 1
U2 4
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0378-4266
EI 1872-6372
J9 J BANK FINANC
JI J. Bank Financ.
PD AUG-SEP
PY 2005
VL 29
IS 8-9
BP 2291
EP 2324
DI 10.1016/j.jbankfin.2005.03.016
PG 34
WC Business, Finance; Economics
SC Business & Economics
GA 941KA
UT WOS:000230212500014
DA 2020-02-20
ER

PT J
AU Bos, JWB
   Kolari, JW
AF Bos, JWB
   Kolari, JW
TI Large bank efficiency in Europe and the United States: Are there
   economic motivations for geographic expansion in financial services?
SO JOURNAL OF BUSINESS
LA English
DT Article
ID PRODUCT MIX ECONOMIES; COMMERCIAL-BANKS; COST COMPLEMENTARITIES; SCALE
   EFFICIENCY; TECHNICAL CHANGE; SCOPE ECONOMIES; INSTITUTIONS; FUTURE;
   DEREGULATION; MERGERS
AB This paper employs stochastic frontier cost and profit models to estimate the efficiency of multibillion dollar European and U. S. banks. Empirical results suggest that both large European and U. S. banks have decreasing (increasing) cost ( profit) returns to scale. Also, large banks in Europe and the United States similarly exhibit increasing returns to scale and decreasing (increasing) scope economies for the cost (profit) model. However, large U. S. banks have higher average profit efficiency than European banks on average. We conclude potential efficiency gains are possible via geographic expansion of large European and U. S. banks.
C1 Texas A&M Univ, College Stn, TX 77843 USA.
   Univ Utrecht, NL-3508 TC Utrecht, Netherlands.
RP Bos, JWB (reprint author), Texas A&M Univ, College Stn, TX 77843 USA.
EM j-kolari@tamu.edu
RI Kolari, James/R-2498-2019
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NR 70
TC 34
Z9 35
U1 0
U2 11
PU UNIV CHICAGO PRESS
PI CHICAGO
PA 1427 E 60TH ST, CHICAGO, IL 60637-2954 USA
SN 0021-9398
J9 J BUS
JI J. Bus.
PD JUL
PY 2005
VL 78
IS 4
BP 1555
EP 1592
DI 10.1086/430869
PG 38
WC Business
SC Business & Economics
GA 969YE
UT WOS:000232271100014
DA 2020-02-20
ER

PT J
AU Barrutia, JM
   Echebarria, C
AF Barrutia, Jose M.
   Echebarria, Carmen
TI The Internet and consumer power: the case of Spanish retail banking
SO JOURNAL OF RETAILING AND CONSUMER SERVICES
LA English
DT Article
DE Consumer power; Consumer value; The Internet; Retail banking
AB This study aims to measure the impact of the Internet in Spain's retail banking sector, considering two fully linked key constructs: consumer power and consumer value. We define a new conceptual framework, three core propositions and 11 hypotheses, and contrast them in the context of the retail banking sector in Spain. Using a multicase method, we demonstrate that the Internet has increased the customer value of retail banking consumers and proceed to explore the causes for this. Our study constitutes a three-pronged contribution:
   We define a new conceptual framework to explain the impact of the Internet on the customer power and customer value.
   In the context of Spain's retail banking sector we contrast the observations made in the most recent literature on the subject, because up to now there has been little opportunity for these to be empirically tested. We demonstrate, in a qualitative way, that the drivers identified in strategy and marketing literature are impacting on consumer value, though not with equal force. However, we put forward a differentiation consisting of two stages, which we denote as first transformation and second transformation. The drivers of the first transformation are the new players and the new competitive strategy (the supply side). The driver of the second transformation is consumer power (the consumer side). (C) 2004 Elsevier Ltd. All rights reserved.
C1 [Barrutia, Jose M.; Echebarria, Carmen] Univ Basque Country, Fac Econ & Business Studies, Avda Lehendakari Aguirre,83, Bilbao 48015, Spain.
RP Barrutia, JM (reprint author), Univ Basque Country, Fac Econ & Business Studies, Avda Lehendakari Aguirre,83, Bilbao 48015, Spain.
EM egpbalej@bs.ehu.es; ebpecmic@bs.ehu.es
RI ECHEBARRIA, CARMEN/N-5719-2019; BARRUTIA, JOSE M./G-2405-2011
OI ECHEBARRIA, CARMEN/0000-0002-4923-7370; BARRUTIA, JOSE
   M./0000-0002-1179-8359
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NR 42
TC 8
Z9 8
U1 0
U2 0
PU ELSEVIER SCI LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, OXON, ENGLAND
SN 0969-6989
EI 1873-1384
J9 J RETAIL CONSUM SERV
JI J. Retail. Consum. Serv.
PD JUL
PY 2005
VL 12
IS 4
BP 255
EP 271
DI 10.1016/j.jretconser.2004.10.001
PG 17
WC Business
SC Business & Economics
GA V03AK
UT WOS:000213710100003
DA 2020-02-20
ER

PT J
AU Devlin, J
   Gerrard, P
AF Devlin, James
   Gerrard, Philip
TI A study of customer choice criteria for multiple bank users
SO JOURNAL OF RETAILING AND CONSUMER SERVICES
LA English
DT Article
DE Multiple banking; Choice criteria; Retail banking
AB This paper presents an analysis of customer choice criteria and multiple banking. In particular, the study presents an analysis of the relative importance of various choice criteria for main and secondary banks, highlights differences and considers marketing implications. Aquantitative methodology incorporating 495 respondents is employed in the analysis. Findings show significant differences between selecting a first and secondary bank. Recommendations from others are influential and significantly more important in prompting choice of secondary bank. Offering an incentive is also significantly more important in prompting choice of secondary bank, but is less influential in terms of overall ranking of importance. Service expectation and low fees/overdraft charges are less significant in prompting secondary bank choice. Implications for the marketing of main and secondary accounts are explored. (C) 2004 Elsevier Ltd. All rights reserved.
C1 [Devlin, James] Univ Nottingham, Business Sch, Jubilee Campus, Nottingham NG8 1BB, England.
   [Gerrard, Philip] Nanyang Technol Univ, Nanyang Business Sch, Div Banking & Finance, Singapore 639798, Singapore.
RP Devlin, J (reprint author), Univ Nottingham, Business Sch, Jubilee Campus, Nottingham NG8 1BB, England.
EM james.devlin@nottingham.ac.uk; apgerrard@ntu.edu.sg
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NR 32
TC 24
Z9 24
U1 0
U2 0
PU ELSEVIER SCI LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, OXON, ENGLAND
SN 0969-6989
EI 1873-1384
J9 J RETAIL CONSUM SERV
JI J. Retail. Consum. Serv.
PD JUL
PY 2005
VL 12
IS 4
BP 297
EP 306
DI 10.1016/j.jretconser.2004.10.004
PG 10
WC Business
SC Business & Economics
GA V03AK
UT WOS:000213710100006
DA 2020-02-20
ER

PT J
AU Chen, TY
   Chang, HS
AF Chen, TY
   Chang, HS
TI Reducing consumers' perceived risk through banking service quality cues
   in Taiwan
SO JOURNAL OF BUSINESS AND PSYCHOLOGY
LA English
DT Article
DE banking; family life cycle; perceived risk; service quality
ID INFORMATION; PERCEPTIONS; ENVIRONMENT; VALIDATION; MODEL
AB This study not only elucidates how service quality cues and perceived risk are related, but also explores the internal composition of this relationship. Financial and psychological risks found to be affected mainly by reliability and empathy of service quality, whereas functional and social risks are influenced by tangibles cues of service quality. Finally, exactly how demographic variables affect the relationship between service quality and perceived risk is considered, and the family life cycle notably modulates this relationship. People in various stages may perceive different levels of service quality, according to their age, which is a variable in the family life cycle.
C1 Ming Chuan Univ, Grad Sch Management, Taipei 11120, Taiwan.
RP Chen, TY (reprint author), Ming Chuan Univ, Grad Sch Management, 250 Chung Shan N Rd,Sect 5, Taipei 11120, Taiwan.
EM tychen@mcu.edu.tw
RI Chen, Tser/Y-8236-2019
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NR 51
TC 16
Z9 16
U1 0
U2 23
PU SPRINGER
PI NEW YORK
PA 233 SPRING ST, NEW YORK, NY 10013 USA
SN 0889-3268
EI 1573-353X
J9 J BUS PSYCHOL
JI J. Bus. Psychol.
PD SUM
PY 2005
VL 19
IS 4
BP 521
EP 540
DI 10.1007/s10869-005-4523-5
PG 20
WC Business; Psychology, Applied
SC Business & Economics; Psychology
GA 940EW
UT WOS:000230127500005
DA 2020-02-20
ER

PT J
AU Pont, M
   McQuilken, L
AF Pont, Marcin
   McQuilken, Lisa
TI An empirical investigation of customer satisfaction and loyalty across
   two divergent bank segments
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE Satisfaction; loyalty; behavioural intentions; Australian banking
   industry; retirees; university students
AB Customer satisfaction is an important indicator for customer loyalty, and numerous studies have identified the benefits that customer loyalty delivers to an organisation. Nevertheless, research also suggests that satisfied customers still defect. This study investigated the relationship between customer satisfaction and loyalty intentions within the Australian banking industry for two distinct customer segments, retirees and university students. Results indicate no significant difference in the satisfaction levels of either group; however, there were differences with respect to two of the five behavioural intentions dimensions: loyalty and switch. Satisfaction was found to have a significant impact on three of the five behavioural intentions dimensions: loyalty, pay more and external response, suggesting that management should initiate service policies aimed at securing improvements in customer satisfaction. However, there are also other constructs at work aside from satisfaction in determining future behavioural intentions.
C1 [Pont, Marcin] Deakin Univ, Deakin Business Sch, Geelong, Vic, Australia.
   [McQuilken, Lisa] Deakin Univ, Serv Mkt, Geelong, Vic, Australia.
   Deakin Univ, Bowater Sch Management & Mkt, 221 Burwood Highway, Burwood, Vic 3125, Australia.
RP McQuilken, L (reprint author), Deakin Univ, Serv Mkt, Geelong, Vic, Australia.
EM mcquil@deakin.edu.au
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NR 61
TC 39
Z9 42
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD JUN
PY 2005
VL 9
IS 4
BP 344
EP 359
DI 10.1057/palgrave.fsm.4770165
PG 16
WC Business
SC Business & Economics
GA V74NO
UT WOS:000211783900005
DA 2020-02-20
ER

PT J
AU Mitchell, TC
AF Mitchell, Thomas C.
TI Legal Risks of Servicer Bankruptcy or Insolvency in Securitization
   Transactions
SO JOURNAL OF STRUCTURED FINANCE
LA English
DT Article
C1 [Mitchell, Thomas C.] Orrick Herrington & Sutcliffe LLP, San Francisco, CA 94105 USA.
RP Mitchell, TC (reprint author), Orrick Herrington & Sutcliffe LLP, San Francisco, CA 94105 USA.
EM tcmitchell@orrick.com
CR Bienenstock M., 1987, BANKRUPTCY REORGANIZ, P441
   Bienenstock M., 1987, BANKRUPTCY REORGANIZ, V459
   Epstein D., 1992, BANKRUPTCY
NR 3
TC 0
Z9 0
U1 0
U2 0
PU INST INVESTOR INC
PI NEW YORK
PA 225 PARK AVE SOUTH, NEW YORK, NY 10003 USA
SN 1551-9783
EI 2374-1325
J9 J STRUCT FINANC
JI J. Struct. Financ.
PD SUM
PY 2005
VL 11
IS 2
BP 28
EP 39
DI 10.3905/jsf.2005.570543
PG 12
WC Business, Finance
SC Business & Economics
GA VG3BQ
UT WOS:000446273800006
DA 2020-02-20
ER

PT J
AU Nagar, V
   Rajan, MV
AF Nagar, V
   Rajan, MV
TI Measuring customer relationships: The case of the retail banking
   industry
SO MANAGEMENT SCIENCE
LA English
DT Article
DE nonfinancial measures; balanced scorecard; retail banking
ID NONFINANCIAL INFORMATION; PERFORMANCE-MEASURES; PRODUCT QUALITY;
   VALUE-RELEVANCE; SATISFACTION; DISCLOSURES; EARNINGS; MARKET; SHARE
AB Arguing that GAAP is ill suited for estimating the future profitability of intangibles, the accounting literature (e.g., Kaplan and Norton 1996, Lev 2001) has recently proposed alternative measurement models. These models view intangibles as composed of a set of fundamental business activities and use multiple financial and nonfinancial metrics causally interlinked to profits to represent this view. Using a unique and proprietary cross-sectional data set of the retail banking industry, we provide some of the first tests on the empirical validity of such measurement models. We characterize the core deposit intangible, an important retail banking intangible representing a bank's relationships with its customers, using financial and nonfinancial metrics on price, service, customer usage, and customer satisfaction. We find that the metrics do not individually predict future earnings, but gain individual significance in a collective setting, increasing the predictive power substantially. We argue that this result occurs because the activities underlying the measures are causally interlinked to profits and explicitly illustrate these linkages with a structural path model. Our measurement model also predicts significant interactive effects in the way our measures are informative about future profits, and we document such effects, not just among the individual measures, but also across the measures and environmental factors such as the bank's strategy. In sum, our measurement model illustrates the key drivers, measures, and interactions in retail banking customer relationships.
C1 Univ Michigan, Ann Arbor, MI 48109 USA.
   Stanford Univ, Grad Sch Business, Stanford, CA 94305 USA.
RP Nagar, V (reprint author), Univ Michigan, 701 Tappan St, Ann Arbor, MI 48109 USA.
EM venky@umich.edu; mrajan@gsb.stanford.edu
RI van Lent, Laurence/G-5298-2010
OI van Lent, Laurence/0000-0002-9354-0932
CR *AAA FIN ACC STAND, 2002, [No title captured], V16, P353
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NR 42
TC 61
Z9 61
U1 1
U2 25
PU INFORMS
PI CATONSVILLE
PA 5521 RESEARCH PARK DR, SUITE 200, CATONSVILLE, MD 21228 USA
SN 0025-1909
EI 1526-5501
J9 MANAGE SCI
JI Manage. Sci.
PD JUN
PY 2005
VL 51
IS 6
BP 904
EP 919
DI 10.1287/mnsc.1050.0376
PG 16
WC Management; Operations Research & Management Science
SC Business & Economics; Operations Research & Management Science
GA 943FQ
UT WOS:000230338600004
DA 2020-02-20
ER

PT J
AU Ashton, J
   Keasey, K
AF Ashton, J
   Keasey, K
TI Competition and the provision of banking services to SMEs in the UK
SO SMALL BUSINESS ECONOMICS
LA English
DT Article
AB This paper examines the report produced by the Competition Commission on the provision of SME banking services in the U.K. The report is assessed in terms of underlying assumptions used to describe and assess how banks operate and perform. The Competition Commission suggested "remedies" are drawn from a specific economic model assumed to be representative of the U.K. banking industry. It is concluded the remedies proposed by the Competition Commission are misplaced and may impose a substantial future cost on both banks and SMEs receiving banking services. It is proposed that the ramifications of this case are substantial for the present system of allocating bank funding to SMEs, in both the U.K. and international economies where similar antitrust or competition guidelines are employed.
C1 Univ E Anglia, Sch Management, Norwich NR4 7TJ, Norfolk, England.
   Univ Leeds, Int Inst Banking & Financial Serv, Sch Business, Leeds LS2 9JT, W Yorkshire, England.
RP Ashton, J (reprint author), Univ E Anglia, Sch Management, Norwich NR4 7TJ, Norfolk, England.
EM J.Ashton@UEA.AC.UK
RI Ashton, John K/W-7178-2018
OI Ashton, John K/0000-0002-1132-0857
FU Economic and Social Research CouncilEconomic & Social Research Council
   (ESRC) [RES-578-28-0001]
CR Allen F, 1997, J POLIT ECON, V105, P523, DOI 10.1086/262081
   Berger AN, 1997, EUR J OPER RES, V98, P175, DOI 10.1016/S0377-2217(96)00342-6
   Berger AN, 2002, ECON J, V112, pF32, DOI 10.1111/1468-0297.00682
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NR 16
TC 9
Z9 9
U1 0
U2 6
PU SPRINGER
PI DORDRECHT
PA VAN GODEWIJCKSTRAAT 30, 3311 GZ DORDRECHT, NETHERLANDS
SN 0921-898X
J9 SMALL BUS ECON
JI Small Bus. Econ. Group
PD JUN
PY 2005
VL 24
IS 5
BP 477
EP 485
DI 10.1007/s11187-005-6447-x
PG 9
WC Business; Economics; Management
SC Business & Economics
GA 966CX
UT WOS:000231998300005
DA 2020-02-20
ER

PT J
AU Tailby, S
AF Tailby, S
TI Agency and bank nursing in the UK National Health Service
SO WORK EMPLOYMENT AND SOCIETY
LA English
DT Article
DE National Health Service; nursing; temporary agency work; recruitment and
   retention; work-life balance
AB The article draws on published research, mainly survey-based, and original case study interview data to explore the forms of temporary employment in nursing, the reasons nurses give for taking temporary or agency work, as a main job or a second job, and their experiences in such employment.
C1 Univ W England, Bristol Business Sch, Bristol BS16 1QY, Avon, England.
RP Tailby, S (reprint author), Univ W England, Bristol Business Sch, Coldharbour lane, Bristol BS16 1QY, Avon, England.
EM stephanie.tailby@uwe.ac.uk
CR *AUD COMM, 2001, BRIEF ENC GETT BEST
   BACH S, 2003, IND RELATIONS THEORY, P285
   BALL J, 2004, STEPPING STONES RESU
   Beynon H., 2002, MANAGING EMPLOYMENT
   Buchan J, 1998, Health Serv Manage Res, V11, P148
   BUCHAN J, 2003, NURSES WORKING DIFFE
   BUCHAN J, 2004, FRAGILE FUTURE REV U
   COYLE A, 2003, WORKING PAPER SERIES, V9
   *DEP HLTH, 2001, HOUS RECR AG BRING G
   Department of Health, 2000, NHS PLAN PLAN INV PL
   Edwards C, 2004, BRIT J IND RELAT, V42, P167, DOI 10.1111/j.1467-8543.2004.00309.x
   Gray A, 2002, WORK EMPLOY SOC, V16, P655, DOI 10.1177/095001702321587415
   Grimshaw D, 1999, WORK EMPLOY SOC, V13, P295, DOI 10.1017/S0950017099000203
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   *TUC, 2001, PERM RIGHTS TEMP WOR
   TURNER D, 2002, FINANCIAL TIMES 1023
   *UNISON, 2002, TEMP EMPL AG HLTH
NR 21
TC 25
Z9 25
U1 0
U2 4
PU SAGE PUBLICATIONS LTD
PI LONDON
PA 1 OLIVERS YARD, 55 CITY ROAD, LONDON EC1Y 1SP, ENGLAND
SN 0950-0170
J9 WORK EMPLOY SOC
JI Work Employ. Soc.
PD JUN
PY 2005
VL 19
IS 2
BP 369
EP 389
DI 10.1177/0950017005053178
PG 21
WC Economics; Industrial Relations & Labor; Sociology
SC Business & Economics; Sociology
GA 942UL
UT WOS:000230308300008
DA 2020-02-20
ER

PT J
AU Li, SB
   Sun, BH
   Wilcox, RT
AF Li, SB
   Sun, BH
   Wilcox, RT
TI Cross-selling sequentially ordered products: An application to consumer
   banking services
SO JOURNAL OF MARKETING RESEARCH
LA English
DT Article
ID CHOICE MODEL
AB Customers have predictable life cycles. As a result of these life cycles, firms that sell multiple products or services frequently observe that, in general, certain items are purchased before others. This predictable phenomenon provides opportunities for firms to cross-sell additional products and services to existing customers. This article presents a structural multivariate probit model to investigate how customer demand for multiple products evolves over time and its implications for the sequential acquisition patterns of naturally ordered products. The authors investigate customer purchase patterns for products that are marketed by a large midwestern bank. Among the substantive findings are that women and older customers are more sensitive to their overall satisfaction with the bank than are men and younger customers when determining whether to purchase additional financial services, and households whose head has a greater level of education or is male move more quickly along the financial maturity continuum than do households whose head has less education or is female.
C1 Rutgers State Univ, Rutgers Business Sch, Piscataway, NJ 08855 USA.
   Carnegie Mellon Univ, Tepper Sch Business, Pittsburgh, PA 15213 USA.
   Univ Virginia, Darden Grad Sch Business Adm, Charlottesville, VA 22903 USA.
RP Li, SB (reprint author), Rutgers State Univ, Rutgers Business Sch, Piscataway, NJ 08855 USA.
EM shibo_li@rbsmail.rutgers.edu; bsun@andrew.cmu.edu;
   wilcoxr@darden.virginia.edu
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NR 24
TC 114
Z9 114
U1 0
U2 32
PU SAGE PUBLICATIONS INC
PI THOUSAND OAKS
PA 2455 TELLER RD, THOUSAND OAKS, CA 91320 USA
SN 0022-2437
EI 1547-7193
J9 J MARKETING RES
JI J. Mark. Res.
PD MAY
PY 2005
VL 42
IS 2
BP 233
EP 239
DI 10.1509/jmkr.42.2.233.62288
PG 7
WC Business
SC Business & Economics
GA 919JL
UT WOS:000228614200013
DA 2020-02-20
ER

PT J
AU Consoli, D
AF Consoli, D
TI The dynamics of technological change in UK retail banking services: An
   evolutionary perspective
SO RESEARCH POLICY
LA English
DT Review
DE information technology; retail banking; history of technology;
   competition; innovation systems
ID TECHNICAL CHANGE; INNOVATION; GROWTH; INDUSTRY; DETERMINANTS; DIFFUSION;
   EXPERTISE; ADOPTION; REGIMES; SYSTEMS
AB The purpose of this paper is to elaborate an evolutionary perspective on the process of structural change that has characterized the banking industry in the United Kingdom (UK). For this purpose, the evolution of retail financial services is contrasted against the backdrop of the implementation and development of information and communication technologies (ICTs). The paper delves into the sources and the effects of technological change in banking over a long-term perspective (1840s-1990s) to point out the significance of the opportunities and the constraints that have shaped the growth and development of this industry. This is interpreted as a three-stage evolutionary process driven by intertemporal coordination across several complementary domains, including activities of production, business organization, consumption and the underlying regulatory setting. It is concluded that the evolution of UK retail banking displays the characteristics of a distributed process of innovation in which developers of technologies, service suppliers and customers contribute to the process of structural change of the industry. (c) 2005 Elsevier B.V. All rights reserved.
C1 Univ Manchester, Ctr Res Innovat & Competit, Manchester M13 9QH, Lancs, England.
RP Consoli, D (reprint author), Univ Manchester, Ctr Res Innovat & Competit, Harold Hankins Bldg,Booth St W, Manchester M13 9QH, Lancs, England.
EM davide.consoli@manchester.ac.uk
RI Consoli, Davide/Q-7183-2019; Consoli, Davide/H-3313-2011
OI Consoli, Davide/0000-0002-7829-2838; 
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NR 112
TC 44
Z9 44
U1 1
U2 22
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0048-7333
EI 1873-7625
J9 RES POLICY
JI Res. Policy
PD MAY
PY 2005
VL 34
IS 4
BP 461
EP 480
DI 10.1016/j.respol.2005.02.001
PG 20
WC Management
SC Business & Economics
GA 933PS
UT WOS:000229646000005
DA 2020-02-20
ER

PT J
AU Kim, T
   Dunn, LF
   Mumy, GE
AF Kim, T
   Dunn, LF
   Mumy, GE
TI Bank competition and consumer search over credit card interest rates
SO ECONOMIC INQUIRY
LA English
DT Article
ID BEHAVIOR
AB This article models bank competition facing consumers with different search incentives and finds that consumers with higher credit card balances have lower interest rates given their risk class due to their greater search effort. It also finds that a default history leads to higher interest rates. The equilibrium interest rate corresponding to risk type and motive (borrowing versus convenience/transactions) is derived theoretically, and the determinants of the interest rate are estimated using all original data set. Endogeneity of default is handled with a two-equation system.
C1 Wachovia Corp, Charlotte, NC 28288 USA.
   Ohio State Univ, Dept Econ, Columbus, OH 43210 USA.
RP Kim, T (reprint author), Wachovia Corp, Charlotte, NC 28288 USA.
EM taehyung.kim@wachovia.com; dunn.4@osu.edu; mumy.1@osu.edu
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NR 16
TC 10
Z9 11
U1 0
U2 2
PU WESTERN ECONOMIC ASSOC INT
PI HUNTINGTON BEACH
PA 7400 CENTER AVE SUITE 109, HUNTINGTON BEACH, CA 92647-3039 USA
SN 0095-2583
J9 ECON INQ
JI Econ. Inq.
PD APR
PY 2005
VL 43
IS 2
BP 344
EP 353
DI 10.1093/ei/cbi023
PG 10
WC Economics
SC Business & Economics
GA 915ZC
UT WOS:000228349500009
DA 2020-02-20
ER

PT J
AU Cummins, JD
AF Cummins, JD
TI Convergence in wholesale financial services: Reinsurance and investment
   banking
SO GENEVA PAPERS ON RISK AND INSURANCE-ISSUES AND PRACTICE
LA English
DT Article
DE reinsurance; alternative risk transfer; securitization; convergence of
   financial markets; catastrophic risk
ID INSURANCE; RISK; POLICIES; MARKETS
AB One of the most significant economic developments of the past decade has been the convergence of the previously separate segments of the financial services industry particularly the banking and insurance sectors. Convergence has been driven by increasing globalization of the financial services sector, the deregulation of financial markets, and advances in computer and modelling technologies. The shift in focus towards enterprise-wide corporate risk management solutions has created a growing demand for new risk management products. These developments provide opportunities for the traditional wholesalers of risk management products, particularly investment banks and reinsurers. The paper discusses the core competencies of banks and reinsurers and the factors needed for success in the evolving market. The discussion considers the merits of unbundling the traditional insurance value chain to create more responsive organizations and de-emphasize residual risk bearing by (re)insurers. The paper focuses on opportunities in innovative wholesale risk management products, including products that modify classic (re)insurance product models but do not access broader capital markets and risk-linked securities that access capital markets directly.
C1 Univ Penn Wharton Sch, Philadelphia, PA 19104 USA.
RP Cummins, JD (reprint author), Univ Penn Wharton Sch, 3620 Locust Walk,3303 Steinberg Hall Dietrich Hal, Philadelphia, PA 19104 USA.
EM cummins@wharton.upenn.edu
CR American Academy of Actuaries, 1999, EV EFF IND BAS INS D
   CARPENTER G, 2004, WORLD CATASTROPHE RE
   COWLEY A, 2005, SECURITIZATION LIFE
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NR 32
TC 13
Z9 13
U1 0
U2 6
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1018-5895
J9 GENEVA PAP R I-ISS P
JI Geneva Pap. Risk Insur.-Issues Pract.
PD APR
PY 2005
VL 30
IS 2
BP 187
EP 222
DI 10.1057/palgrave.gpp.2510031
PG 36
WC Business, Finance
SC Business & Economics
GA 012XR
UT WOS:000235374700001
OA Bronze
DA 2020-02-20
ER

PT J
AU de Bodt, E
   Lobez, F
   Statnik, JC
AF de Bodt, E
   Lobez, F
   Statnik, JC
TI Credit rationing, customer relationship and the number of banks: an
   empirical analysis
SO EUROPEAN FINANCIAL MANAGEMENT
LA English
DT Article
DE credit rationing; customer relationship; bank pool
ID LENDING RELATIONSHIPS; INFORMATION; AVAILABILITY; ALLOCATION; CONTRACTS;
   MULTIPLE; GERMANY; MERGERS; SINGLE
AB The recent important transformations of the banking sector, especially through numerous mergers and acquisitions, both in Europe and in the USA, have raised serious concerns for the financing of small businesses (SBS). Indeed, SBS are known to be heavily dependent of this financing channel but to be rather opaque. It has long been thought that banks classically solved this problem by developing long term customer relationships. But will the new large banks, born from the current restructuring process, be able to continue to play this role? If not, what strategy should SBS develop to compose their bank pool in order to avoid, as much as possible, credit rationing? These questions are at the heart of our analysis. We show that there is no unique rule: all depends on the degree of SBS opacity and the kind of batik the SBS are working with.
C1 Univ Lille 2, ESA, F-59020 Lille, France.
   Univ Catholique Louvain, B-1348 Louvain, Belgium.
   CNRS, URA 362, LABORES, Paris, France.
RP de Bodt, E (reprint author), Univ Lille 2, ESA, 1 Pl Deliot-BP381, F-59020 Lille, France.
EM edcbodt@hp-sc.univ-lille2.fr; lobez@hp-sc.univ-lille2.fr;
   jcstatnik@univ-lille2.fr
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NR 37
TC 20
Z9 21
U1 0
U2 14
PU WILEY
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 1354-7798
EI 1468-036X
J9 EUR FINANC MANAG
JI Eur. Financ. Manag.
PD MAR
PY 2005
VL 11
IS 2
BP 195
EP 228
DI 10.1111/j.1354-7798.2005.00282.x
PG 34
WC Business, Finance
SC Business & Economics
GA 034NX
UT WOS:000236936800004
DA 2020-02-20
ER

PT J
AU Consoli, D
AF Consoli, Davide
TI Technological cooperation and product substitution in UK retail banking:
   the case of customer services
SO INFORMATION ECONOMICS AND POLICY
LA English
DT Article
DE technological change; banking activity; cooperation; product
   substitution
AB The pervasive implementation of information technologies in retail banking has paved the way to significant transformations including organizational changes as well as a wider product range. The central theme that is discussed in this paper is the degree to which the unfolding of a technological trajectory has provided incentives to mutual adaptations in the supply and demand of retail services. Accordingly, the paper will focus on the emergence of a network structure in the UK retail banking system and on the process of product substitution that emerged on the demand side. (C) 2004 Elsevier B.V. All rights reserved.
C1 Univ Manchester, ESRC, CRIC, Manchester M13 9QH, Lancs, England.
   Univ Manchester, Manchester M13 9QH, Lancs, England.
RP Consoli, D (reprint author), Univ Manchester, ESRC, CRIC, Harold Hankins Bldg,Room 7-04,Booth St, Manchester M13 9QH, Lancs, England.
EM davide.consoli@stud.man.ac.uk
RI Consoli, Davide/H-3313-2011; Consoli, Davide/Q-7183-2019
OI Consoli, Davide/0000-0002-7829-2838
CR Antonelli C., 1994, Information Economics and Policy, V6, P195, DOI 10.1016/0167-6245(94)90002-7
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   Metcalfe J. S., 2003, REV EC, V54, P407
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NR 40
TC 6
Z9 6
U1 0
U2 7
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0167-6245
J9 INF ECON POLICY
JI Inf. Econ. Policy
PD MAR
PY 2005
VL 17
IS 2
BP 199
EP 215
DI 10.1016/j.infoecopol.2004.04.001
PG 17
WC Economics
SC Business & Economics
GA 902AL
UT WOS:000227323400006
DA 2020-02-20
ER

PT J
AU Baumann, C
   Burton, S
   Elliott, G
AF Baumann, Chris
   Burton, Suzan
   Elliott, Greg
TI Determinants of customer loyalty and share of wallet in retail banking
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE Customer loyalty; share of wallet; retail banking
AB Previous research has investigated the determinants and consequences of customer loyalty, but, in banking, a critical measure largely neglected in previous studies is the customer's 'share of wallet'. This study, based on a survey of 1,924 retail banking customers, suggests that a large proportion of the variance in stated behavioural intentions can be predicted, in particular, by customers' attitude measures. More importantly, the study shows that a substantial amount of the variance in share of wallet can be predicted, allowing banks to identify and focus on customer segments where there is most potential for growth. In recognition of the fact that dissatisfied customers are a distinct segment, the study models actual behaviour in terms of share of wallet for dissatisfied customers. Implications for research and for business are discussed.
C1 [Baumann, Chris] Macquarie Univ, Div Econ & Financial Studies, Business, N Ryde, NSW, Australia.
   [Burton, Suzan; Elliott, Greg] Macquarie Univ, Macquarie Grad Sch Management, Management, N Ryde, NSW, Australia.
RP Baumann, C (reprint author), Macquarie Univ, Grad Accounting & Commerce Ctr C5C 455, N Ryde, NSW 2109, Australia.
EM cbaumann@efs.mq.edu.au
OI Burton, Suzan/0000-0002-0305-6128; Baumann, Chris/0000-0001-7982-1060
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NR 30
TC 67
Z9 70
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD MAR
PY 2005
VL 9
IS 3
BP 231
EP 248
DI 10.1057/palgrave.fsm.4770156
PG 18
WC Business
SC Business & Economics
GA V74NJ
UT WOS:000211783400004
DA 2020-02-20
ER

PT J
AU Gelade, GA
   Young, S
AF Gelade, GA
   Young, S
TI Test of a service profit chain model in the retail banking sector
SO JOURNAL OF OCCUPATIONAL AND ORGANIZATIONAL PSYCHOLOGY
LA English
DT Article
ID JOB-SATISFACTION; ORGANIZATIONAL COMMITMENT; CUSTOMER SATISFACTION;
   DYNAMIC-MODEL; PSYCHOLOGICAL-RESEARCH; EMPLOYEE SATISFACTION; EMOTIONAL
   CONTAGION; UNIT-LEVEL; CLIMATE; PERCEPTIONS
AB Research has shown that organizational subunits where employee perceptions are favourable enjoy superior business performance. The service profit chain model of business performance (Heskett, Sasser, & Schlesinger, 1997) has identified customer satisfaction as a critical intervening variable in this relationship. This paper examines the relationships between organizational climate, employee attitudes, customer satisfaction, and sales performance in the retail-banking sector. The role of customer satisfaction as a mediator between employee attitudes and sales performance is examined in a large sample of bank branches, spanning multiple organizations. Mediation effects are found, which border on significance when the sample size is large, but the effects seem to be too small to be of practical importance. It is argued that alternative formulations of the service profit chain model may provide more powerful explanations of the link between employee attitudes and business performance.
C1 Business Analyt Ltd, London NW8 9JL, England.
   ISR Ltd, London, England.
RP Gelade, GA (reprint author), Business Analyt Ltd, 1 Circus Lodge,Circus Rd, London NW8 9JL, England.
EM garry@business-analytic.co.uk
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NR 74
TC 85
Z9 86
U1 3
U2 21
PU WILEY
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 0963-1798
EI 2044-8325
J9 J OCCUP ORGAN PSYCH
JI J. Occup. Organ. Psychol.
PD MAR
PY 2005
VL 78
BP 1
EP 22
DI 10.1348/096317904X22926
PN 1
PG 22
WC Psychology, Applied; Management
SC Psychology; Business & Economics
GA 914TK
UT WOS:000228250400001
DA 2020-02-20
ER

PT J
AU Goldberg, LB
AF Goldberg, Leland B.
TI The Hole Story: Case Study of Bess Eaton's Bankruptcy Sale
SO JOURNAL OF PRIVATE EQUITY
LA English
DT Article
C1 [Goldberg, Leland B.] NachmanHaysBrownstein Inc, Boston Off, Atlanta, GA 30327 USA.
   [Goldberg, Leland B.] Turnaround Management Assoc, Northeast Chapter, Chicago, IL USA.
RP Goldberg, LB (reprint author), NachmanHaysBrownstein Inc, Boston Off, Atlanta, GA 30327 USA.
EM amalik@iijournals.com
NR 0
TC 0
Z9 0
U1 0
U2 0
PU INST INVESTOR INC
PI NEW YORK
PA 225 PARK AVE SOUTH, NEW YORK, NY 10003 USA
SN 1096-5572
EI 2168-8508
J9 J PRIV EQUITY
JI J. Priv. Equity
PD SPR
PY 2005
VL 8
IS 2
BP 35
EP 38
DI 10.3905/jpe.2005.490415
PG 4
WC Business, Finance
SC Business & Economics
GA VH1JC
UT WOS:000450673100005
DA 2020-02-20
ER

PT J
AU Talukdar, D
   Gulyani, S
   Salmen, LF
AF Talukdar, D
   Gulyani, S
   Salmen, LF
TI Customer orientation in the context of development projects: Insights
   from the World Bank
SO JOURNAL OF PUBLIC POLICY & MARKETING
LA English
DT Article
ID DEVELOPING-COUNTRIES; SOCIAL-CHANGE; MARKETPLACE; POLLUTION
AB Approximately half of the world's current population lives in poverty, and more than 90% of those people live in developing countries with limited access to basic social and economic amenities. Mired in such widespread poverty, developing countries thus appear to offer little opportunity for the traditional role of marketing to facilitate the monetized exchange of private goods. However, as this synthesized review of the practice of customer orientation at the World Bank shows, fundamental marketing principles and practices play an important role in incorporating the voice and interest of the poor in the provision of public goods that are designed to improve their quality of life and standard of living. This role for marketing in developing economies helps create the necessary socioeconomic infrastructure to facilitate the emergence of vibrant exchange markets for private goods in which the traditional role of marketing plays out. This article helps develop a better appreciation of a typically overlooked dimension in marketing's relationship to society in developing countries.
C1 SUNY Buffalo, Sch Management, Buffalo, NY 14260 USA.
RP Talukdar, D (reprint author), SUNY Buffalo, Sch Management, Buffalo, NY 14260 USA.
EM dtalukda@buffalo.edu; sgulyani@worldbank.org; lsalmen@worldbank.org
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NR 67
TC 12
Z9 12
U1 0
U2 2
PU AMER MARKETING ASSOC
PI CHICAGO
PA 311S WACKER DR, STE 5800, CHICAGO, IL 60606-6629 USA
SN 0743-9156
J9 J PUBLIC POLICY MARK
JI J. Public Policy Mark.
PD SPR
PY 2005
VL 24
IS 1
BP 100
EP 111
DI 10.1509/jppm.24.1.100.63894
PG 12
WC Business
SC Business & Economics
GA 927TG
UT WOS:000229222800010
DA 2020-02-20
ER

PT J
AU Chen, HM
   Tseng, CH
AF Chen, HM
   Tseng, CH
TI The performance of marketing alliances between the tourism industry and
   credit card issuing banks in Taiwan
SO TOURISM MANAGEMENT
LA English
DT Article
DE alliance performance; alliance motives; partner selection; tourism
   industry
ID INTERNATIONAL JOINT VENTURES; STRATEGIC ALLIANCES; COMPETITION;
   ADVANTAGE; RESOURCES; PARTNERS; FIRMS
AB The purposes of this study are to assess the performance of marketing alliances between the tourism industry and credit card issuing banks, and to identify the factors affecting the performance of such alliances. The questionnaires, which addressed the attributes of the company, alliance partner selection and motivational factors and the performance of the alliances, were designed to collect data from the managers of four different business sections within the tourism industry: hotels, restaurants, travel agencies, and entertainment establishments. The findings showed that 'partners having excellent resources' and 'the potential for a mutually beneficial relationship' are the two major criteria used in selecting the cooperative partners. These two criteria are also significant predictors of alliance performance. 'Diversifying promotion channels and reducing cost', 'intensifying position and enhancing image', and 'increasing business achievement' are the major alliance motives of companies within the tourism industry. They also have positive effects on alliance performance. The type of business and the number of allied banks also affect the performance of the alliance. (C) 2003 Elsevier Ltd. All rights reserved.
C1 Ming Chuan Univ, Dept Leisure & Recreat Adm, Tao Yuan 333, Taiwan.
   Chaoyang Univ Technol, Dept Leisure Recreat & Tourism Management, Taichung 413, Taiwan.
RP Chen, HM (reprint author), Ming Chuan Univ, Dept Leisure & Recreat Adm, 5 Teh Ming Rd, Tao Yuan 333, Taiwan.
EM humchen@mcu.edu.tw
OI /0000-0001-6861-9334
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NR 57
TC 57
Z9 60
U1 0
U2 23
PU ELSEVIER SCI LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, OXON, ENGLAND
SN 0261-5177
J9 TOURISM MANAGE
JI Tourism Manage.
PD FEB
PY 2005
VL 26
IS 1
BP 15
EP 24
DI 10.1016/j.tourman.2003.08.018
PG 10
WC Environmental Studies; Hospitality, Leisure, Sport & Tourism; Management
SC Environmental Sciences & Ecology; Social Sciences - Other Topics;
   Business & Economics
GA 880VG
UT WOS:000225817200002
DA 2020-02-20
ER

PT J
AU Akamavi, RK
AF Akamavi, Raphael K.
TI Re-engineering service quality process mapping: e-banking process
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Financial services; Innovation; Flowcharts; Process planning; Customer
   services quality; Virtual banking
AB Purpose - The paper examines a financial service innovation process, which is referred to as financial product innovation: improvements to existing services. This study conducts a critical analysis of the operational process of opening a Lloyds TSB Student Account at a local branch.
   Design/methodology/approach - The process of opening a student bank account is documented in a flowchart/flow network, which highlights operational steps and the visibility line between front-end and backroom staff. This process mapping technique/flowchart allows for the diagnosis and identification of both potential and actual bottlenecks in the existing process, which prevented a quality service encounter for the customer. After outlining these problematic areas/non-value added activities, the adopted qualitative triangulated methodological approach yields a redesigned flowchart illustrating these changes. Furthermore, this paper proposes a re-engineered process (i.e. e-process or virtual process), which removes these bottlenecks systematically.
   Findings - The results show the increased efficiency, productivity and customer satisfaction levels that are the key to innovation process performance. The study concludes with evidence of non-financial performance results of this type of financial service innovation.
   Research limitations/implications - The study does not quantify the performance of e-process operations, and it does not examine customer concerns related to complexity, trust security and safety issues. However, it provides useful managerial recommendations for improving the process of opening a student account. Numerous key learning points and invaluable insights gathered during this project are practical contributions both to managers involved in innovation process and researchers interested in this domain.
   Practical implications - This paper provides a re-engineered process which is simpler, more economical and faster than the original process. It presents principles to diagnose appropriate service operation processes for re-engineering using action mapping programmes and review their innovation performances. Managers will learn new frameworks, diagnostic tools and analysis techniques to better understand and improve their firm's service operations. This study is designed to give service innovation managers and e-marketers instantaneous and continuous improvement in the quality of their e-service designs.
   Originality/value - One of its contributions lies in increasing the ability of managers to improve their knowledge and skills for responding to the e-service innovation process. It adds to the growing literature on the innovation process for financial services. While the study answers a number of salient questions, it also produces a stimulus for further investigation of service innovation through the provision of future research directions in this area.
C1 [Akamavi, Raphael K.] Univ Hull, Sch Business, Kingston Upon Hull, N Humberside, England.
RP Akamavi, RK (reprint author), Univ Hull, Sch Business, Kingston Upon Hull, N Humberside, England.
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NR 108
TC 15
Z9 15
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2005
VL 23
IS 1
SI SI
BP 28
EP 53
DI 10.1108/02652320510577357
PG 26
WC Business
SC Business & Economics
GA V0O7J
UT WOS:000216420600002
DA 2020-02-20
ER

PT J
AU Megicks, P
   Mishra, A
   Lean, J
AF Megicks, Philip
   Mishra, Atul
   Lean, Jonathan
TI Enhancing microfinance outreach through market-oriented new service
   development in Indian regional rural banks
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Financial institutions; Services; Design and development; Market
   orientation; Banks; India
ID ORIENTATION-PERFORMANCE RELATIONSHIP; INNOVATION; CONTEXT
AB Purpose - Hitherto, assessments of the effectiveness of Indian microfinance institutions in achieving their economic and social goals have largely identified only limited success. Critics of Indian regional rural banks *RRBs) and their prevailing culture have argued that a product-focused rather than a market-oriented approach to new service development *NSD) is responsible for their inadequate performance. With this in mind, this work aims to develop a conceptual understanding of the factors influencing market orientation in these institutions, and to assess its impact on outreach performance.
   Design/methodology/approach - Following an extensive review of the literature on the Indian microfinance sector, market orientation and new service development, a model framework for understanding the relationships between the factors affecting outreach performance in Indian RRBs is developed. Research propositions for further evidence-based investigation are posited.
   Findings - The attitudes and behaviours of managers, along with institutional characteristics, are identified as influences on market orientation, service innovation, customer satisfaction and outreach performance within RRBs.
   Research limitations/implications - This paper is theoretical in its nature and as such proposes a basis for a detailed empirical examination of the proposed model and its associated propositions.
   Practical implications - Banking practitioners need to be aware that market orientation may influence NSD and performance in this and related contextual situations.
   Originality/value - The conceptual relationships proposed inform those seeking to enhance the performance of RRBs of some of the key internal marketing issues involved in their success, and thus give direction to the development of policies to reduce poverty. In particular, cultural issues relating to perceptions of customers and their effect on effective NSD are examined.
C1 [Megicks, Philip; Mishra, Atul; Lean, Jonathan] Univ Plymouth, Plymouth Business Sch, Fac Social Sci & Business, Plymouth, Devon, England.
RP Megicks, P (reprint author), Univ Plymouth, Plymouth Business Sch, Fac Social Sci & Business, Plymouth, Devon, England.
OI Megicks, Philip/0000-0002-7826-1927
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NR 90
TC 17
Z9 17
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2005
VL 23
IS 1
SI SI
BP 107
EP 125
DI 10.1108/02652320510577393
PG 19
WC Business
SC Business & Economics
GA V0O7J
UT WOS:000216420600006
DA 2020-02-20
ER

PT J
AU Lassar, WM
   Manolis, C
   Lassar, SS
AF Lassar, Walfried M.
   Manolis, Chris
   Lassar, Sharon S.
TI The relationship between consumer innovativeness, personal
   characteristics, and online banking adoption
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Innovation; Banking; Consumer behaviour; Electronic commerce
AB Purpose - This paper explores the relationships between consumer innovativeness, self-efficacy on the internet, internet attitudes and online banking adoption, while controlling for personal characteristics.
   Design/methodology/approach - The study integrates the technology acceptance model (TAM) and adoption of innovation framework to develop predictions of online banking acceptance. It distinguishes between innate consumer innovativeness, a generalized personality trait, and internet-domain-specific or actualized innovativeness in order to explore consumer characteristics' impact on adoption. Data are analyzed using logistic regression.
   Findings - While results confirm the positive relationship between internet related innovativeness and online banking they also surprisingly show that general innovativeness is negatively related to online banking.
   Research limitations/implications - Results may or may not differ according to whether consumers are using online, telephone banking, electronic funds transfer (EFT) or direct bill payment. Our results may generalize to telephone banking and EFT as these products, like online banking, require an active consumer role in using the product. With direct bill payment, consumers need only set up the process initially and then monitor it on a semi-regular basis.
   Practical implications - Findings suggest that the type of consumer innovation matters in understanding the adoption of e-banking processes. This supports the notion that online shoppers are distinct from traditional non-online shoppers or highlight the unique nature of purchasing financial versus non-financial products. Banks offering e-banking need to recognize the importance of internet-specific consumer innovation characteristics.
   Originality/value - This paper closes a research gap as the model tested provides insights toward understanding the consumer-based phenomenon of e-banking, and serves to evaluate the TAM in this context. In contrast to previous research the study utilized an actual measure of e-banking adoption versus a measure of intention to use the technology.
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   [Manolis, Chris] Xavier Univ, Cincinnati, OH 45207 USA.
   [Lassar, Sharon S.] Florida Atlantic Univ, Boca Raton, FL 33431 USA.
RP Lassar, WM (reprint author), Florida Int Univ, Miami, FL 33199 USA.
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NR 86
TC 166
Z9 168
U1 1
U2 2
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2005
VL 23
IS 2
BP 176
EP 199
DI 10.1108/02652320510584403
PG 24
WC Business
SC Business & Economics
GA V0O8I
UT WOS:000216423100003
DA 2020-02-20
ER

PT J
AU Eriksson, K
   Kerem, K
   Nilsson, D
AF Eriksson, Kent
   Kerem, Katri
   Nilsson, Daniel
TI Customer acceptance of internet banking in Estonia
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Internet; Financial services; Banks; Estonia; Relationship marketing
AB Purpose - The purpose of this paper is to study technology acceptance of internet banking in Estonia, an emerging east European economy.
   Design/methodology/approach - The present paper modifies the technology acceptance model and applies it to bank customers in Estonia, because Estonia, a country with a developing economy, has focused on internet banking as an important distribution channel.
   Findings - The findings suggest that internet bank use increases insofar as customers perceive it as useful. The perceived usefulness is central because it determines whether the perceived ease of internet bank use will lead to increased use of the internet bank. Put differently, a well-designed and easy to use internet bank may not be used if it is not perceived as useful. We thus conclude that the perceived usefulness of internet banking is, for banks, a key construct for promoting customer use. We also suggest that models of technology acceptance should be re-formulated to focus more on the key role of the perceived usefulness of the service embedded in the technology.
   Research limitations/implications - Implications for banks are that they need to put much effort not only into making a user-friendly internet bank, but also into explaining to their customers how the internet bank is useful to them.
   Originality/value - Contributes to the literature on internet banking in an East European economy.
C1 [Eriksson, Kent] Royal Inst Technol KTH, Dept Infrastruct, Ctr Banking & Finance, Stockholm, Sweden.
   [Kerem, Katri] Tallinn Univ Technol, Fac Econ & Business Adm, Tallinn, Estonia.
   [Nilsson, Daniel] Stockholm Sch Econ, Dept Mkt Distribut & Ind Dynam, Stockholm, Sweden.
RP Eriksson, K (reprint author), Royal Inst Technol KTH, Dept Infrastruct, Ctr Banking & Finance, Stockholm, Sweden.
OI Eriksson, Kent/0000-0001-5371-1445
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NR 70
TC 121
Z9 123
U1 1
U2 1
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2005
VL 23
IS 2
BP 200
EP 216
DI 10.1108/02652320510584412
PG 17
WC Business
SC Business & Economics
GA V0O8I
UT WOS:000216423100004
DA 2020-02-20
ER

PT J
AU Chen, TY
   Chang, PL
   Chang, HS
AF Chen, Tser-yieth
   Chang, Pao-Long
   Chang, Hong-Sheng
TI Price, brand cues, and banking customer value
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Investments; Prices; Brands; Customer services quality; Consumer risk;
   Taiwan
AB Purpose - The purpose of this work is to elucidate how price, brand cues and customer value are related, and to explore the influence of price and brand cues through service quality and perceived risk on customer value, focusing specifically on Taiwan.
   Design/methodology/approach - Samples were collected using a questionnaire which assessed the quality of our measurement efforts by investigating reliability and validity. We then compared our hypothesized model with a rival model based on the overall fit, parsimony, and percentage of model parameters that were statistically significant.
   Findings - Service quality is found to be positively affected by brand cues, whereas perceived risks are negatively influenced by price cues. Exactly how customer value is affected by the service quality and perceived risk is considered. Brand cues notably indirectly affect customer value through service quality, whereas price cues notably indirectly affect customer value through perceived risk.
   Research limitations/implications - For future research, how other external cues may influence perception of quality and risk with extrinsic information should be discussed.
   Practical implications - In practice, bank managers can hone the relevant cues and optimize investments to raise service quality or lower consumers' perceived risk.
   Originality/value - This study provides a new perspective of the "structural" relationships among price and brand cues, service quality and perceived risk.
C1 [Chen, Tser-yieth] Ming Chuan Univ, Grad Sch Management, Taipei, Taiwan.
   [Chang, Pao-Long] Feng Chia Univ, Seatwen, Taiwan.
   [Chang, Hong-Sheng] Ming Chuan Univ, Grad Sch Management, Taipei, Taiwan.
RP Chen, TY (reprint author), Ming Chuan Univ, Grad Sch Management, Taipei, Taiwan.
RI Chen, Tser/Y-8236-2019
FU National Science Council of the Republic of ChinaNational Science
   Council of Taiwan [NSC 91-2416-H-130-002]
FX The authors would like to thank the National Science Council of the
   Republic of China for financial support of this research under Contract
   No. NSC 91-2416-H-130-002.
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NR 78
TC 24
Z9 24
U1 0
U2 1
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2005
VL 23
IS 3
BP 273
EP 291
DI 10.1108/02652320510591720
PG 19
WC Business
SC Business & Economics
GA V0O8P
UT WOS:000216423800004
DA 2020-02-20
ER

PT J
AU Ahmad, R
AF Ahmad, Rizal
TI A conceptualisation of a customer-bank bond in the context of the
   twenty-first century UK retail banking industry
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Customer retention; Buyer-seller relationships; Service industries;
   Self-service
AB Purpose - This paper has two purposes. First, it is to highlight the importance of customer retention and bonding in the context of twenty-first century banking environment. Second, it is to propose a conceptual model of the customer-bank bond.
   Design/methodology/approach - The paper is written based on both extant literature and the author's observation. The paper begins by discussing the context of UK retail banking industry and stressing the importance of retaining bank customers. It then discusses various perspectives of interaction, relationship and bond between customers and providers of services, particularly between retail banking customers and banks. Finally, the paper proposes a conceptual model of bond between retail banking customers and their banks and discusses the implications for managers and theories.
   Findings - A conceptual model - a triplex bond, which comprises three categories: the primary, secondary, and superlative bond.
   Research limitations/implications - The paper acknowledges that further research is needed to validate the relevance of various dimensions to those proposed categories of bond and to test the power of related measuring instruments.
   Practical implications - The proposed model of a bond could potentially help UK bank managers in mapping out a plan for strengthening customer-bank bond and, ultimately, in retaining their customers.
   Originality/value - The key contribution of this paper is a conceptualisation of customer-bank bond that takes into account customer non-personal interactions with their banks.
C1 [Ahmad, Rizal] Sultan Qaboos Univ, Muscat, Oman.
RP Ahmad, R (reprint author), Sultan Qaboos Univ, Muscat, Oman.
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NR 67
TC 9
Z9 9
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2005
VL 23
IS 4
BP 317
EP 333
DI 10.1108/02652320510603942
PG 17
WC Business
SC Business & Economics
GA V0O8X
UT WOS:000216424600002
DA 2020-02-20
ER

EF