-
2
-
-
0009907550
-
Alternative delivery = less need for front-line competence
-
Bank Marketing
-
Bank Marketing (1998) Alternative delivery = less need for front-line competence, Bank Marketing, 30(6), pp.42-3.
-
(1998)
Bank Marketing
, vol.30
, Issue.6
, pp. 42-43
-
-
-
3
-
-
0031065174
-
Developing typologies of consumer motives for use of technologically based banking services
-
Barczak, G.; Ellen, P.S. and Pilling, B.K (1997) Developing typologies of consumer motives for use of technologically based banking services, Journal of Business Research, 38(4), pp.131-9.
-
(1997)
Journal of Business Research
, vol.38
, Issue.4
, pp. 131-139
-
-
Barczak, G.1
Ellen, P.S.2
Pilling, B.K.3
-
4
-
-
84986144780
-
The effects of organisational change on employee psychological attachment: An exploratory study
-
Bennett, H. and Durkin, M. (2000) The effects of organisational change on employee psychological attachment: an exploratory study, Journal of Managerial Psychology, 15(2), pp.26-147.
-
(2000)
Journal of Managerial Psychology
, vol.15
, Issue.2
, pp. 26-147
-
-
Bennett, H.1
Durkin, M.2
-
5
-
-
24644507226
-
Technology infusion in service encounters
-
Bitner, M.J., Brown, S.W. and Meuter, M.L. (2000) Technology infusion in service encounters, Journal of the Academy of Marketing Science, 28(1), pp.138-49.
-
(2000)
Journal of the Academy of Marketing Science
, vol.28
, Issue.1
, pp. 138-149
-
-
Bitner, M.J.1
Brown, S.W.2
Meuter, M.L.3
-
6
-
-
0004554427
-
Managing expectations in the small firm-bank relationship
-
Butler, P. and Durkin, M. (1995) Managing expectations in the small firm-bank relationship, Irish Marketing Review, 8, pp.53-60.
-
(1995)
Irish Marketing Review
, vol.8
, pp. 53-60
-
-
Butler, P.1
Durkin, M.2
-
7
-
-
84986037709
-
The effect of internal marketing on organisational commitment among retail bank managers
-
Caruana, A. and Calleya, P. (1998) The effect of internal marketing on organisational commitment among retail bank managers, International Journal of Bank Marketing, 16(3), pp.108-16.
-
(1998)
International Journal of Bank Marketing
, vol.16
, Issue.3
, pp. 108-116
-
-
Caruana, A.1
Calleya, P.2
-
8
-
-
0018040238
-
Where does the customer fit in a service operation
-
Nov./Dec
-
Chase, R.B. (1978) Where does the customer fit in a service operation, Harvard Business Review, Nov./Dec., pp.137-42.
-
(1978)
Harvard Business Review
, pp. 137-142
-
-
Chase, R.B.1
-
9
-
-
43549116314
-
Service encounters and service relationships: Implications for research
-
Czepiel, J.A. (1990) Service encounters and service relationships: implications for research, Journal of Business Research, 20, pp.13-21.
-
(1990)
Journal of Business Research
, vol.20
, pp. 13-21
-
-
Czepiel, J.A.1
-
10
-
-
0035073554
-
The application of a relationship marketing perspective in retail banking
-
Dibb, S. and Meadows, M. (2001) The application of a relationship marketing perspective in retail banking, The Service Industries Journal, 21(1), pp.169-94.
-
(2001)
The Service Industries Journal
, vol.21
, Issue.1
, pp. 169-194
-
-
Dibb, S.1
Meadows, M.2
-
11
-
-
84986014918
-
Relationship marketing in the banking sector: The impact of new technologies
-
Durkin, M.G. and Howcroft, J.B. (2003) Relationship marketing in the banking sector: the impact of new technologies, Marketing Intelligence and Planning, 21(1), pp.61-71.
-
(2003)
Marketing Intelligence and Planning
, vol.21
, Issue.1
, pp. 61-71
-
-
Durkin, M.G.1
Howcroft, J.B.2
-
12
-
-
0001932429
-
Developing buyer-seller relationships
-
(April)
-
Dwyer, F., Schurr, P. and Oh, S. (1987) Developing buyer-seller relationships, Journal of Marketing, 51 (April), pp.11-27.
-
(1987)
Journal of Marketing
, vol.51
, pp. 11-27
-
-
Dwyer, F.1
Schurr, P.2
Oh, S.3
-
13
-
-
0041488534
-
Can banks succeed in the current marketplace?
-
Farrance, C. (1993) Can banks succeed in the current marketplace?, International Journal of Bank Marketing, 11(2), pp.3-14.
-
(1993)
International Journal of Bank Marketing
, vol.11
, Issue.2
, pp. 3-14
-
-
Farrance, C.1
-
14
-
-
84905082651
-
From marketing mix to relationship marketing: Towards a paradigm shift in marketing
-
Gronroos, C. (1994) From marketing mix to relationship marketing: towards a paradigm shift in marketing, Management Decision, 32(2), pp.4-20.
-
(1994)
Management Decision
, vol.32
, Issue.2
, pp. 4-20
-
-
Gronroos, C.1
-
15
-
-
84991945637
-
Value-driven relational marketing: From products to resources and competencies
-
Gronroos, C. (1997) Value-driven relational marketing: from products to resources and competencies, Journal of Marketing Management, 13, pp.407-19.
-
(1997)
Journal of Marketing Management
, vol.13
, pp. 407-419
-
-
Gronroos, C.1
-
17
-
-
0032395145
-
Relational benefits in service industries: The customer's perspective
-
Gwinner, K.P., Grender, D.D. and Bitner, M.J. (1998) Relational benefits in service industries: the customer's perspective, Journal of the Academy of Marketing Science, 26(2), pp.101-14.
-
(1998)
Journal of the Academy of Marketing Science
, vol.26
, Issue.2
, pp. 101-114
-
-
Gwinner, K.P.1
Grender, D.D.2
Bitner, M.J.3
-
18
-
-
27544506853
-
Consumers' channel adoption and usage in the financial services industry: A review of existing approaches
-
Hewer, P. and Howcroft, J.B. (1999) Consumers' channel adoption and usage in the financial services industry: A review of existing approaches, Journal of Financial Services Marketing, 3(4), pp.344-58.
-
(1999)
Journal of Financial Services Marketing
, vol.3
, Issue.4
, pp. 344-358
-
-
Hewer, P.1
Howcroft, J.B.2
-
19
-
-
0039236621
-
A historical perspective on the service encounter
-
J.A. Czepiel, M.R. Solomon and C.F. Suprenant (eds), Lexington, AM: Lexington Books
-
Hollander, S. (1985) A historical perspective on the service encounter. In J.A. Czepiel, M.R. Solomon and C.F. Suprenant (eds), The Service Encounter: Managing Employee/Customer Interaction in Service Businesses, Lexington, AM: Lexington Books.
-
(1985)
The Service Encounter: Managing Employee/Customer Interaction in Service Businesses
-
-
Hollander, S.1
-
20
-
-
84950038838
-
A strategic perspective on delivery systems in UK retail banking
-
Howcroft, J.B. and Lavis, J. (1986) A strategic perspective on delivery systems in UK retail banking, Service Industries Journal, 6(2), pp.144-58.
-
(1986)
Service Industries Journal
, vol.6
, Issue.2
, pp. 144-158
-
-
Howcroft, J.B.1
Lavis, J.2
-
21
-
-
1942491753
-
Reflections on bank-customer interactions in the new millennium
-
Howcroft, J.B. and Durkin, M. (2000) Reflections on bank-customer interactions in the new millennium, Journal of Financial Services Marketing, 5(1), pp.9-20.
-
(2000)
Journal of Financial Services Marketing
, vol.5
, Issue.1
, pp. 9-20
-
-
Howcroft, J.B.1
Durkin, M.2
-
22
-
-
27544472670
-
Banker-customer interactions in financial services
-
Howcroft, J.B., Hewer, P. and Durkin, M. (2003) Banker-customer interactions in financial services, Journal of Marketing Management, 19, pp.1001-20.
-
(2003)
Journal of Marketing Management
, vol.19
, pp. 1001-1020
-
-
Howcroft, J.B.1
Hewer, P.2
Durkin, M.3
-
23
-
-
84986018797
-
E-banking and the SME/bank relationship in Northern Ireland
-
Ibbotson, P. and Moran, L. (2003) E-banking and the SME/bank relationship in Northern Ireland, International Journal of Bank Marketing, 21(2), pp.91-103.
-
(2003)
International Journal of Bank Marketing
, vol.21
, Issue.2
, pp. 91-103
-
-
Ibbotson, P.1
Moran, L.2
-
24
-
-
0010775236
-
Efficiency in service delivery: Technological or humanistic approaches
-
Kelly, S.W. (1989) Efficiency in service delivery: technological or humanistic approaches, Journal of Services Marketing, 3(3), pp.43-50.
-
(1989)
Journal of Services Marketing
, vol.3
, Issue.3
, pp. 43-50
-
-
Kelly, S.W.1
-
25
-
-
84986099011
-
Relationship quality, on-line banking and the information technology gap
-
Lang, B. and Colgate, M. (2003) Relationship quality, on-line banking and the information technology gap, International Journal of Bank Marketing, 21(1), pp.29-37.
-
(2003)
International Journal of Bank Marketing
, vol.21
, Issue.1
, pp. 29-37
-
-
Lang, B.1
Colgate, M.2
-
26
-
-
84947069002
-
Customer motivations: Use and non-use of automated banking
-
Leblanc, G. (1990) Customer motivations: use and non-use of automated banking, International Journal of Bank Marketing, 18(4), pp.36-40.
-
(1990)
International Journal of Bank Marketing
, vol.18
, Issue.4
, pp. 36-40
-
-
Leblanc, G.1
-
27
-
-
84986076185
-
A key to marketing financial services: The right mix of products, services, channels and customers
-
Lee, J. (2002) A key to marketing financial services: the right mix of products, services, channels and customers, Journal of Services Marketing, 16(3), pp.238-58.
-
(2002)
Journal of Services Marketing
, vol.16
, Issue.3
, pp. 238-258
-
-
Lee, J.1
-
28
-
-
84986042647
-
Effects of personal control on adoption of self-service technology innovations
-
Lee, J. and Allaway, A. (2002) Effects of personal control on adoption of self-service technology innovations, Journal of Services Marketing, 16(6), pp.553-72.
-
(2002)
Journal of Services Marketing
, vol.16
, Issue.6
, pp. 553-572
-
-
Lee, J.1
Allaway, A.2
-
29
-
-
84986083409
-
Service failures and recovery in retail banking: The customers' perspective
-
Lewis, B. and Speyrakopoulos, S. (2001) Service failures and recovery in retail banking: the customers' perspective, International Journal of Bank Marketing, 19(1), pp.37-48.
-
(2001)
International Journal of Bank Marketing
, vol.19
, Issue.1
, pp. 37-48
-
-
Lewis, B.1
Speyrakopoulos, S.2
-
30
-
-
0009903386
-
Strategies for retailing technologies at maturity: A retail banking case study
-
Marr, N.E. and Prendergast, G.P. (1991) Strategies for retailing technologies at maturity: a retail banking case study, Journal of International Consumer Marketing, 3(3), pp.99-125.
-
(1991)
Journal of International Consumer Marketing
, vol.3
, Issue.3
, pp. 99-125
-
-
Marr, N.E.1
Prendergast, G.P.2
-
31
-
-
0009906486
-
Consumer adoption of self-service technologies in retail banking
-
Marr, N.E. and Prendergast, G.P. (1993) Consumer adoption of self-service technologies in retail banking, International Journal of Bank Marketing, 11(1), pp.3-10.
-
(1993)
International Journal of Bank Marketing
, vol.11
, Issue.1
, pp. 3-10
-
-
Marr, N.E.1
Prendergast, G.P.2
-
32
-
-
0034417136
-
Self-service technologies: Understanding customer satisfaction with technology based encounters
-
Meuter, M.L., Ostrom, A.L., Roundtree, R.I. and Bitner, M.J. (2000) Self-service technologies: understanding customer satisfaction with technology based encounters, Journal of Marketing, 64(3), pp.50-64.
-
(2000)
Journal of Marketing
, vol.64
, Issue.3
, pp. 50-64
-
-
Meuter, M.L.1
Ostrom, A.L.2
Roundtree, R.I.3
Bitner, M.J.4
-
33
-
-
0040762198
-
Research traditions in marketing: Theoretical notes
-
Helsinki: Multiprint
-
Moller, K. (1992) Research traditions in marketing: theoretical notes. In Economics and Marketing: Essays in Honour of Goesta Mickwitz, 48, Helsinki: Multiprint, pp.197-218.
-
(1992)
Economics and Marketing: Essays in Honour of Goesta Mickwitz
, vol.48
, pp. 197-218
-
-
Moller, K.1
-
34
-
-
84986164055
-
The internet and the banks, strategic distribution channel decisions
-
Mols, N.P. (1998) The internet and the banks, strategic distribution channel decisions, International Journal of Bank Marketing, 116(5), pp.195-201.
-
(1998)
International Journal of Bank Marketing
, vol.116
, Issue.5
, pp. 195-201
-
-
Mols, N.P.1
-
35
-
-
0002836745
-
The management of corporate banking relationships
-
Spring
-
Moriarty, R.T., Kimball, R.C. and Gay, J.H. (1983) The management of corporate banking relationships, Sloan Management Review, Spring, pp.3-15.
-
(1983)
Sloan Management Review
, pp. 3-15
-
-
Moriarty, R.T.1
Kimball, R.C.2
Gay, J.H.3
-
36
-
-
0009904889
-
Bank customers' perceptions, innovations and new technology
-
Moutinho, L. and Meidan, A. (1989) Bank customers' perceptions, innovations and new technology, International Journal of Bank Marketing, 7(2), pp.86-97.
-
(1989)
International Journal of Bank Marketing
, vol.7
, Issue.2
, pp. 86-97
-
-
Moutinho, L.1
Meidan, A.2
-
37
-
-
21244461806
-
Retail banking
-
F. Buttle (ed), London: Paul Chapman Publishing
-
Murphy, J.A. (1996) Retail banking. In F. Buttle (ed), Relationship Marketing: Theory and Practice, London: Paul Chapman Publishing, pp.74-90.
-
(1996)
Relationship Marketing: Theory and Practice
, pp. 74-90
-
-
Murphy, J.A.1
-
38
-
-
84992975858
-
Bank marketing and information technology: A historical analysis of the post 1970 period
-
Nelson, M.R. (1999) Bank marketing and information technology: a historical analysis of the post 1970 period, International Journal of Bank Marketing, 17(6), pp.265-73.
-
(1999)
International Journal of Bank Marketing
, vol.17
, Issue.6
, pp. 265-273
-
-
Nelson, M.R.1
-
39
-
-
0036446627
-
Internet technology and customer linking in Nordic banking
-
Nielsen, J.F. (2002) Internet technology and customer linking in Nordic banking, International Journal of Service Industry Management, 13(5), pp.475-95.
-
(2002)
International Journal of Service Industry Management
, vol.13
, Issue.5
, pp. 475-495
-
-
Nielsen, J.F.1
-
40
-
-
84986163937
-
Corporate banking in the UK: Personal vs remote interaction
-
O'Donnell, A., Durkin, M.G. and McCartan-Quinn, D. (2002) Corporate banking in the UK: personal vs remote interaction, International Journal of Bank Marketing, 20(6), pp.273-85.
-
(2002)
International Journal of Bank Marketing
, vol.20
, Issue.6
, pp. 273-285
-
-
O'Donnell, A.1
Durkin, M.G.2
McCartan-Quinn, D.3
-
41
-
-
0001564234
-
Do you want to keep your customers forever?
-
Pine, B.J. II, Peppers, D. and Rogers, M. (1995) Do you want to keep your customers forever?, Harvard Business Review, 73(2), pp.103-14.
-
(1995)
Harvard Business Review
, vol.73
, Issue.2
, pp. 103-114
-
-
Pine II, B.J.1
Peppers, D.2
Rogers, M.3
-
42
-
-
0012320157
-
Challenging human interaction in the delivery of banking services: New Zealand as a microcosm of European banking in the future
-
Prendergast, G. and Marr, N. (1994) Challenging human interaction in the delivery of banking services: New Zealand as a microcosm of European banking in the future, Journal of Euromarketing, 4(1), pp.83-98.
-
(1994)
Journal of Euromarketing
, vol.4
, Issue.1
, pp. 83-98
-
-
Prendergast, G.1
Marr, N.2
-
43
-
-
21244477020
-
The impact of the relational plan on the adoption of electronic banking
-
Rexha, N., Kingshott, R.P.J. and Aw, A.S.S. (2003) The impact of the relational plan on the adoption of electronic banking, Journal of Services Marketing, 17(1), pp.53-67.
-
(2003)
Journal of Services Marketing
, vol.17
, Issue.1
, pp. 53-67
-
-
Rexha, N.1
Kingshott, R.P.J.2
Aw, A.S.S.3
-
44
-
-
84986038210
-
New technologies and their impact on French consumer behaviour: An investigation in the banking sector
-
Ricard, L., Prefontaine, L. and Sioufi, M. (2001) New technologies and their impact on French consumer behaviour: an investigation in the banking sector, International Journal of Bank Marketing, 19(7), pp.299-311.
-
(2001)
International Journal of Bank Marketing
, vol.19
, Issue.7
, pp. 299-311
-
-
Ricard, L.1
Prefontaine, L.2
Sioufi, M.3
-
45
-
-
18944381096
-
The impact of ethical sales behaviour on customer satisfaction, trust and loyalty to the company: An empirical study in the financial services industry
-
Roman, S. (2003) The impact of ethical sales behaviour on customer satisfaction, trust and loyalty to the company: an empirical study in the financial services industry, Journal of Marketing Management, 19(9-10), pp.915-40.
-
(2003)
Journal of Marketing Management
, vol.19
, Issue.9-10
, pp. 915-940
-
-
Roman, S.1
-
46
-
-
0343515084
-
Investing in retail delivery system technology
-
Roth, A.V. and Van Der Velde, M. (1989) Investing in retail delivery system technology, Journal of Retail Banking, 11(2), pp.23-34.
-
(1989)
Journal of Retail Banking
, vol.11
, Issue.2
, pp. 23-34
-
-
Roth, A.V.1
Van Der Velde, M.2
-
47
-
-
80053498315
-
The potential hazard of self-service in developing customer loyalty
-
Selnes, F. and Hansen, H. (2001) The potential hazard of self-service in developing customer loyalty, Journal of Service Research, 4(2), pp.79-90.
-
(2001)
Journal of Service Research
, vol.4
, Issue.2
, pp. 79-90
-
-
Selnes, F.1
Hansen, H.2
-
48
-
-
0002517017
-
A role theory perspective on dyadic interactions: The service encounter
-
Solomon, M.R., Surprenant, C., Czepiel, J.A. and Gutman, E.G. (1985) A role theory perspective on dyadic interactions: the service encounter, Journal of Marketing, 49, pp.99-111.
-
(1985)
Journal of Marketing
, vol.49
, pp. 99-111
-
-
Solomon, M.R.1
Surprenant, C.2
Czepiel, J.A.3
Gutman, E.G.4
-
49
-
-
1842817940
-
An exploration of customer exit with empirical findings from the retail banking sector in Northern Ireland
-
National University of Ireland, unpublished PhD Thesis
-
Stewart, K. (1995) An exploration of customer exit with empirical findings from the retail banking sector in Northern Ireland, National University of Ireland, unpublished PhD Thesis.
-
(1995)
-
-
Stewart, K.1
-
50
-
-
84945180805
-
Managing customer relationships for profit: The dynamics of relationship quality
-
Storbacka, K., Strandvik, T. and Gronroos, C. (1994) Managing customer relationships for profit: the dynamics of relationship quality, International Journal of Service Industry Management, 5(5), pp.21-38.
-
(1994)
International Journal of Service Industry Management
, vol.5
, Issue.5
, pp. 21-38
-
-
Storbacka, K.1
Strandvik, T.2
Gronroos, C.3
-
51
-
-
84986172386
-
Customer orientation and usage of financial distribution channels
-
Thornton, J. and White, L. (2001) Customer orientation and usage of financial distribution channels, Journal of Services Marketing, 15(3), pp.168-85.
-
(2001)
Journal of Services Marketing
, vol.15
, Issue.3
, pp. 168-185
-
-
Thornton, J.1
White, L.2
-
52
-
-
84986131315
-
Does the internet compete with or complement bricks-and-mortar branches?
-
Yaklef, A. (2001) Does the internet compete with or complement bricks-and-mortar branches?, International Journal of Retail and Distribution Management, 29(6), pp.272-81.
-
(2001)
International Journal of Retail and Distribution Management
, vol.29
, Issue.6
, pp. 272-281
-
-
Yaklef, A.1
-
53
-
-
0002775050
-
Characteristics affecting the acceptance of retailing technologies: A comparison of elderly and non-elderly consumers
-
Zeithaml, V.A. and Gilly, M.C. (1987) Characteristics affecting the acceptance of retailing technologies: a comparison of elderly and non-elderly consumers, Journal of Retail Banking, 63(1), pp.49-68.
-
(1987)
Journal of Retail Banking
, vol.63
, Issue.1
, pp. 49-68
-
-
Zeithaml, V.A.1
Gilly, M.C.2
-
54
-
-
84986065124
-
Beyond relationship marketing: Technologicalship marketing
-
Zineldin, M. (2000) Beyond relationship marketing: technologicalship marketing, Marketing, Intelligence and Planning, 18(1), pp.9-23.
-
(2000)
Marketing, Intelligence and Planning
, vol.18
, Issue.1
, pp. 9-23
-
-
Zineldin, M.1
|