| 1. |
- Abikari, Masoome, et al.
(författare)
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Negative emotions and consumer behavioural intention to adopt emerging e-banking technology
- 2023
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Ingår i: Journal of Financial Services Marketing. - : Springer Nature. - 1363-0539 .- 1479-1846. ; 28:4, s. 691-704
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Tidskriftsartikel (refereegranskat)abstract
- Successful implementation of e-banking technology depends on how consumers perceive the technology and how likely they are to adopt it. Although several studies have analysed the impact of some specific negative emotions, few studies examine a broad range of consumers’ negative emotions (i.e. both deterrence and loss emotions) arising from appraisals of e-banking technology. This study investigates the possible relationships between deterrence and loss emotions, and consumers’ behavioural intention to adopt emerging e-banking technology. Based on the unified theory of acceptance and use of technology, partial least squares structural equation modelling was used to analyse a conceptual model and related hypotheses. The empirical evidence draws attention to the relationship between loss emotions and consumers’ behavioural intention to adopt emerging e-banking technology through effort expectancy and performance expectancy, respectively.
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| 2. |
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| 3. |
- Bredican, John, 1969-
(författare)
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App Service : How do consumers perceive the quality of financial Service Apps on smart devices?
- 2024
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Ingår i: Journal of Financial Services Marketing. - : Palgrave Macmillan. - 1363-0539 .- 1479-1846.
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Tidskriftsartikel (refereegranskat)abstract
- Apps on smart devices such as phones and tablets have enabled financial services firms to not only provide greater convenience and flexibility to customers, but also to get them to do a lot of the work entailed in these services. This has changed the character of service in many ways, including the nature of service quality where service is no longer delivered by people, but by means of technology. The study reported here used an amended version of the SERVQUAL instrument to assess consumers’ perception of the quality of the service delivered by the apps of their financial services providers. Three dimensions of app service quality emerge: reliability, personal and visibles. Generally, consumers are reasonably satisfied with the quality of service provided by their financial apps, and prefer them to visits to service providers physical locations, and rate them as highly as online service provision on PCs or laptops. Limitations are acknowledged, managerial implications drawn and avenues for future research are identified.
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| 4. |
- Bäckström, Lars, et al.
(författare)
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Personal acquaintances and salespeople in financial services: Differences between customers and friends
- 2009
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Ingår i: Journal of Financial Services Marketing. - : Springer Science and Business Media LLC. - 1363-0539 .- 1479-1846. ; 14:1, s. 26-39
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Tidskriftsartikel (refereegranskat)abstract
- The existence, benefit and management of customer-salesperson relationships in the marketing of financial services are topics of increasing interest. Much of the sales and marketing literature implies that because of time spent together, salespeople and some of their customers develop close relationships that are akin to friendships. Evidence from social psychology confirms that strong relationships are founded in deep knowledge of others gained over long periods after sharing personal information. This paper reports on the results of a study of salespeople's assessments of their personal acquaintance with customers and friends in a financial services setting. The results indicate that salespeople do not classify customers as friends on all the dimensions of personal acquaintance. Furthermore, the nature of personal acquaintance differs between 'good' customers (those salespeople enjoy serving), and 'bad' (those they do not), with the exception of the personal acquaintance dimensions of interaction frequency and personal disclosure. We discuss the implications for practice and make recommendations for future research.
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| 5. |
- Carlander, Anders, 1979, et al.
(författare)
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Choices of savings options related to trust in banks’ competence, benevolence and stability
- 2013
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Ingår i: Journal of Financial Services Marketing. - : Springer Science and Business Media LLC. - 1363-0539 .- 1479-1846. ; 18:2, s. 121-136
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Tidskriftsartikel (refereegranskat)abstract
- The study investigates whether beliefs in professional investor skill in conjunction with trust in banks and other fund managers explain choices of options for long-term savings. From questionnaire data obtained for a population-based sample (n=178) and a sample of undergraduates (n=186), two index measures were constructed, one of beliefs in the skill of professional investors and another of trust in fund managers. The trust index was aggregated for the three interrelated components: competence, benevolence and stability. Regression analyses of the likelihood of savings in an actively managed fund showed an expected effect of investor-skill beliefs that was mediated by trust in the fund manager. In addition, self-reported knowledge played a larger role than trust for choices of passively managed index funds and in particular for own investment in stocks.
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| 6. |
- Caruana, Albert, et al.
(författare)
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Corporate greed: its effect on customer satisfaction, corporate social responsibility and corporate reputation among bank customers
- 2018
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Ingår i: Journal of Financial Services Marketing. - : Palgrave Macmillan. - 1363-0539 .- 1479-1846. ; 23:3/4, s. 226-233
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Tidskriftsartikel (refereegranskat)abstract
- Corporate greed has received increasing attention in recent years with various stories hitting the headlines, particularly after the global financial crisis and the ensuing negative attitudes toward banks. Customer satisfaction and corporate social responsibility are known to have a positive effect on corporate reputation among customers, but perceived corporate greed is likely to impede their effect. Corporate greed, customer satisfaction, corporate social responsibility and corporate reputation are considered, and a research model is proposed. Results indicate that the effect of corporate greed is stronger on corporate social responsibility than on customer satisfaction, implying that corporate social responsibility activities may be futile if the company is perceived to be acting greedily by its customers. Thus, perceptions of corporate greed need to be dealt with swiftly, to enable management to enhance the corporate reputation of the firm.
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| 7. |
- Dehghanpour Farashah, Ali, 1979-, et al.
(författare)
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The interplay of external punishment and internal rewards : an exploratory study of insurance fraud
- 2014
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Ingår i: Journal of Financial Services Marketing. - : Springer Science and Business Media LLC. - 1363-0539 .- 1479-1846. ; 19:4, s. 253-264
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Tidskriftsartikel (refereegranskat)abstract
- Economic theories related to ethical consumer behaviour have for the most part examined the role of external incentives and deterrents, and relatively less focus has been given to the role of internal incentives. This study explores the independent and joint effects of internal rewards and external punishment mechanisms on the likelihood of consumers exhibiting unethical behaviour in insurance fraud (IF) contexts. By utilizing a data set consisting of survey data on over 43 000 consumers across 26 European countries, this study examines the interaction of internal moral values and external deterrents, affecting unethical consumer behaviour. Ordinal regression analysis and binary logistic regression were used to assess the role of internal rewards and external punishment mechanisms in the occurrence of IF. Attitudinal differences towards IF and perceptions of the probability of being caught were used to classify customers and to predict the incidence of IF. Demographic variables were also found to be correlated with IF. Perceptions of ineffectiveness of fraud investigation and detection systems by fraudulent customers significantly influences their likelihood to commit IF.
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| 8. |
- DesAutels, Philip, et al.
(författare)
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Rising to the challenge : a model of contest performance
- 2011
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Ingår i: Journal of Financial Services Marketing. - : Springer Science and Business Media LLC. - 1363-0539 .- 1479-1846. ; 16:3-4, s. 263-274
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Tidskriftsartikel (refereegranskat)abstract
- Contests are a ubiquitous form of promotion widely adopted by financial services advertisers, yet, paradoxically, academic research on them is conspicuous in its absence. This work addresses this gap by developing a model of contest engagement and performance. Using motivation theory, factors that drive participant engagement are modeled, and engagement's effect on experience and marketing success of the contest specified. Measures of contest performance, in-contest engagement and post-contest enduring interest are included. From the model, propositions are developed. Overall, the model provides financial service marketers with a theory-based foundation for designing and operating successful contests.
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| 9. |
- Du Preez, Rose, 1963-
(författare)
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Internal branding experiences in the financial services sector in South Africa
- 2017
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Ingår i: Journal of Financial Services Marketing. - : Palgrave Macmillan. - 1363-0539 .- 1479-1846. ; 22:1, s. 24-32
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Tidskriftsartikel (refereegranskat)abstract
- There is little doubt that employees are critical to the delivery of the service brand. Although existing models propose methods of internal branding, very little is known about the actual corporate experience. Academics around the world have spent decades probing internal marketing, its subset-internal branding-and the impact of internal branding on service delivery. This research focuses on how organisations execute internal branding, revealing critical success factors as well as obstacles encountered. The research was conducted in five large organisations in the financial services sector in South Africa. Each organisation is a highly recognisable consumer brand; the oldest of which is nearing 200 years of being in business and the youngest is just 20 years old. This research adds to the body of knowledge regarding organisational practice of internal branding. Key themes are identified, three of which are largely absent from extant models and literature.
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| 10. |
- Eriksson, Kent, 1964-, et al.
(författare)
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Customers ’ ways of making sense of a financial service relationship through intersubjective mirroring of others
- 2010
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Ingår i: Journal of Financial Services Marketing. - : Palgrave Macmillan. - 1363-0539 .- 1479-1846. ; 15:2, s. 99-111
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Tidskriftsartikel (refereegranskat)abstract
- The importance of relationships between buyer and sellers in marketingresearch is well established. This study contributes to relationship marketing (RM)research as it examines the microfoundations of fi nancial service buyer and sellerrelationships. The study uses intersubjective theory and a qualitative method with thepurpose of conceptualising the qualitatively different ways customers experience faceto-face interactions with a service provider. An empirical study is conducted to determine,based on the customer ’ s own words, what is experienced in the interaction between thecustomer and the provider. Findings from the empirical material show that not all personalinteractions between customers and a service provider, in this case a bank, can belabelled as relationships. Instead, what customers do perceive as a relationship is anencounter where the interaction entails symmetry in the way the customer and the providermirror each other. When customers receive a treatment in opposition to an expectationof intersubjectivity, they will not refer to the situation as a relationship and, subsequently,according to the underlying assumptions of RM, do not willingly engage in further businesswith the provider.
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