Financial services marketing: An international guide to principles and practice

Financial Services Marketing: An International Guide to Principles and Practice

Volumn , Issue , 2009, Pages 1-400

  Ennew, Christine T ^a   Waite, Nigel ^a  

^a NONE

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84909583150     PISSN: None     EISSN: None     Source Type: Book    
DOI: 10.4324/9780080465609     Document Type: Book

References (207)

1. Albrecht, K. and Zemke, R. (1985). Service America: Doing Business in the New Economy. Dow Jones-Irwin.
2. Alferoff, C., Knights, D. and Starkey, K. (2005). Corporate Social Responsibility and Financial Service Organisations. Financial Services Research Forum, October.
3. Ansoff, I (1965). Corporate Strategy, McGraw Hill, New York.
4. Armitage, S. and Kirk, P. (1994). The performance of proprietary compared with mutual life offices. Service Industries Journal, 14(2), 238-261.
5. Arora, R., Tamer Cavusgil, S. and Nevin, J. R. (1985). Evaluation of financial institutions by bank versus savings & loan customers: an analysis of factor congruency. International Journal of Bank Marketing, 3(3), 47-55.
6. Athanassopoulos, A. and Labroukos, N. (1999). Corporate customer behaviour towards financial services: empirical results from the emerging market of Greece. International Journal of Bank Marketing, 17(6/7), 274.
7. Athanassopoulou, P. and Johne, A. (2004). Effective communication with lead customers in developing new banking products. International Journal of Bank Marketing, 22(2), 100-125.
8. Atkinson, A., McKay, S., Kempson, E. and Collard, S. (2006). Levels of Financial Literacy in the UK: A Baseline Study. Financial Services Authority (available at http://www.fsa.gov.uk/pubs/consumer-research/crpr47.pdf).
9. Babakus, E. and Boller, G. W. (1991). An empirical assessment of the SERVQUALscale. Journal of Business Research, 24, 253-268.
10. Baker, M. J. (1993). Bank marketing - myth or reality? International Journal of Bank Marketing, 11(6), 5-11.
11. Bank of England (2006). Economic Indicators. Research Paper 06/12, 1 March, House of Commons Library.
12. Bateson, J. E. G. (1977). Do we need service marketing? In: P. Eiglier, E. Langeard, C. H. Lovelock et al. (eds), Marketing Consumer Services: New Insights. Marketing Science Institute Report No 77-115.
13. Bell, C. R., and Zemke, R. (1987). Service breakdown: the road to recovery. Management Review, October, 32-35.
14. Belton, E. F. (1989). The distribution war. Canadian Insurance, 94(11), 16, 24.
15. Berman, B. (2005). How to delight your customers. California Management Review, 48(1), 129-151.
16. Berry, L. L. (1980). Services marketing is different. Business, 30(3), 24-29.
17. Berry, L. L. (1981). The employee as customer. Journal of Retail Banking, 3(1), 33-40.
18. Berry, L. L., and Parasuraman, A. (1991). Marketing Services, Competing Through Quality. Free Press.
19. Berry, L. L., Zeithaml, V. A. and Parasuraman, A. (1985). Quality counts in services too. Business Horizons, 28(3), 44-52.
20. Berry, L. L., Parasuraman, A. and Zeithaml, V. A. (1988). The service-quality puzzle. Business Horizons, July-August, 35-43.
21. Berry, L. L., Zeithaml, V. A. and Parasuraman, A. (1990). Five imperatives for improving service quality. Sloan Management Review, 31(4), 29-38.
22. Best, R. J. (2005). Market Focused Management. Pearson.
23. Bitner, M. J. (1990). Evaluating service encounters: the effects of physical surroundings and employee responses. Journal of Marketing, 54(2), 69-82.
24. Bitner, M. J. (1992). Servicescapes: the impact of physical surroundings on customers and employees. Journal of Marketing, 56, 57-71.
25. Bitner, M. J., Booms, B. H. and Tetreault, M. S. (1990). The service encounter: diagnosing favorable and unfavorable incidents. Journal of Marketing, 54, 71-84.
26. Black, N., Lockett, A. D., Ennew, C. T. et al. (2002). Modelling consumer choice of distribution channels: an illustration from financial services. International Journal of Bank Marketing, 19(4), Ch. 4.
27. Blodgett, J. G., Hill, D. J. and Tax, S. S. (1997). The effects of distributive, procedural, and interactional justice on post-complaint behaviour. Journal of Retailing, 2, 185-210.
28. Booms, B. H., and Bitner, M. J. (1981). Marketing strategies and organisation structures for service firms. In: J. Donnelly and W. R. George (eds), Marketing of Services, pp. 47-51. American Marketing Association.
29. Bowen, D. E., and Schneider, B. (1988). Services marketing & management: implications for organizational behaviour, Research in Organizational Behaviour, 10, 43-80.
30. Bowles, T. (1985). Does classifying people by lifestyle really help the advertiser? Admap, May, 36-40.
31. Boyd, W. L., Leonard, M. and White, C. (1994). Customer preferences for financial services: an analysis. International Journal of Bank Marketing, 12(1), 9-15.
32. Brady, M. K., and Cronin, J. J. (2001). Some new thoughts on conceptualising perceived service quality: a hierarchical approach. Journal of Marketing, 65, 34.
33. Brady, M. K., Cronin, J. J. and Brand, R. (2002). Performance-only measurement of service quality: a replication and extension. Journal of Business Research, 55(1), 17.
34. Brown, T. J., Churchill, G. A. and Peter, J. P. (1993). Improving the measurement of service quality. Journal of Retailing, 69(1), 127-139.
35. Brynner, A. J., and Despotidou, S. (2000). Effect of Assets on Life Chances. Centre for Longitudinal Studies, Institute of Education.
36. Buch, J., Rhoda, K. and Talaga, J. (2002). The usefulness of the APR for mortgage marketing in the USA and the UK. International Journal of Bank Marketing, 20(2), 76.
37. Building Societies Association (2001). The History of Building Societies. BSA.
38. Burton, D. (1994). Financial Services and the Consumer. Routledge.
39. Burton, D. (1996). Ethnicity and consumer financial behaviour: a case study of British Asians in the pensions market. International Journal of Bank Marketing, 14(7), 21-31.
40. Buttle, F. (1996). SERVQUAL: review, critique, research agenda. European Journal of Marketing, 30(1), 8.
41. Caine, N. (2005). Bond is too good to be true. Sunday Times, 15 May, 5, 6.
42. Cardone-Riportella, C. and Cazorla-Papis, L. (2001). The internationalisation process of Spanish banks: a tale of two times. International Journal of Bank Marketing, 19(2), 53-67.
43. Carmen, J. M. (1990). Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions. Journal of Retailing, 66(1), 33-56.
44. Caron, J. K. (1987). Upgrading delivery systems for success in a changing market. Bottomline, 4(3), 27-28.
45. Chan, A. K. K and Ma, V. S. M. (1990). Corporate banking behaviour: a survey in Hong Kong. International Journal of Bank Marketing, 8(2), 25-31.
46. Chan, R.Y.-K. (1993). Banking services for young intellectuals. International Journal of Bank Marketing, 11(5), 33-40.
47. Cheron, E. J., McTavish, R. and Perrien, J. (1989). Segmentation of bank commercial markets. International Journal of Bank Marketing, 7(6), 25-30.
48. Christopher, M., Payne, A. F. T. and Ballantyne, D. (1991). Relationship Marketing: Bring Quality, Customer Service and Marketing Together. Butterworth Heinemann.
49. CIA (2006). CIA World Fact Book (available at http://www.cia.gov/cia/publications/factbook/).
50. Council on Financial Competition (1995). http://www.councilonfinancialcompetition.com.
51. Coyne, K. P., Hall, S. J. D. and Clifford, P. G. (1997). Is your core competence a mirage? McKinsey Quarterly, 1, 40.
52. Crosby, L. and Stephens, N. (1987). Effects of relationship marketing on satisfaction, retention, and prices in the life insurance industry. Journal of Marketing Research, 24(4), 404-411.
53. Czepiel, J. A., Solomon, M. R. and Surprenant, C. F. (eds) (1985). The Service Encounter: Managing Employee/Customer Interaction in Service Businesses. Lexington Books.
54. Dall'Olmo Riley, F. and de Chernatony, L. (2000). The service brand as relationship builder. British Journal of Management, 11(2), 137-151.
55. Darton, D., Hirsch, D. and Strelitz, J. (2003). Tackling Disadvantages: A 20-year Enterprise. Joseph Rowntree Foundation.
56. Devlin, J. F. (2003). Brand architecture in services: the example of retail financial services. Journal of Marketing Management, 19, 1043-1065.
57. Devlin, J. F., and Azhar, S. (2004). Life would be a lot easier if we were a Kit Kat: practitioners' views on the challenges of branding financial services successfully. Journal of Brand Management, 12(1), 12.
58. Devlin, J. and Ennew, C. T. (1997). Understanding competitive advantage in retail financial services. International Journal of Bank Marketing, 15(3), 77-82.
59. Devlin, J., Ennew, C. T. and Mirza, M. (1995). Organisational positioning in financial services retailing. Journal of Marketing Management, 11(1-3), 119-132.
60. Diacon, S. (2006). Framing effects and risk perceptions: the effect of prior performance presentation format on investment fund choice, Journal of Economic Psychology (forthcoming).
61. Diacon, S. R., and Ennew, C. T. (1996). Ethical issues in insurance marketing in the UK. European Journal of Marketing, 30(5), 67-80.
62. Dick, A. S., and Basu, K. (1994). Customer loyalty: toward an integrated conceptual framework. Academy of Marketing Science Journal, 22(2), 99.
63. Doole, I. (1998). Benchmarking the competencies and capabilities of SMEs successfully competing in international markets. PhD working papers, cited by I. Doole and R. Lowe, in International Marketing Strategy: Analysis, Development and Implementation, 2nd edn. International Thomson Business Press.
64. Doyle, P. (2000). Value-based marketing. Journal of Strategic Marketing, 8(4), 299-311.
65. Drake, L. and Llewellyn, D. T. (1995). The price of bank payment services. International Journal of Bank Marketing, 13(5), 3-11.
66. Draper, P. and MacKenzie, E. (1996). The returns to policyholders from alternative organisational structures: evidence from the UK life assurance industry. Working Paper 98.6, Centre for Financial Markets, Research Management School, University of Edinburgh.
67. Edwards, P. and Turnbull, P. W. (1994). Finance for small and medium-sized enterprises: information and the income gearing challenge. International Journal of Bank Marketing, 12(6). Research paper.
68. Eigler, P. and Langeard, E. (1977). A new approach to service marketing. In: P. Eigler, E. Langeard, C. H. Lovelock et al., Marketing Consumer Services Report No. 77-115, pp. 31-58. Marketing Science Institute.
69. Engel, J. F., Blackwell, R. D. and Miniard, P. W. (1991). Consumer Behaviour, 6th edn. Dryden Press.
70. Ennew, C. T. (1992). Consumer attitudes to independent financial advice. International Journal of Bank Marketing, 10(5), 13-18.
71. Ennew, C. T. (1993). The Marketing Blueprint. Blackwell.
72. Ennew, C. T., and Binks, M. R. (1996a). Good and bad customers: the benefits of participating in the banking relationship. International Journal of Bank Marketing, 14(2), 5-13.
73. Ennew, C. T., and Binks, M. (1996b). The impact of service quality and service characteristics on customer retention: small businesses and their banks in the UK. British Journal of Management, 7(3), 219-230.
74. Ennew, C. T., and Binks, M. R. (1999). Impact of participative service relationships on quality, satisfaction and retention: an exploratory study. Journal of Business Research, 46(2), 121.
75. Ennew, C. T., and McKechnie, S. (1992). Green marketing: can the banks respond? International Journal of Bank Marketing, Marketing Intelligence & Planning, 10(7), 8.
76. Ennew, C. T., and Sekhon, H. (2003). The Financial Services Trust Index: A Pilot Study. Financial Services Research Forum.
77. Ennew, C. T., and Sekhon, H. (2004). The Role of Trust in the Financial Services Sector: a marketing perspective. Financial Services Research Forum.
78. Euromonitor (2004). Financial Cards in South Africa (available at http://www.euromonitor.com/Financial_Cards_in_South_Africa).
79. European Commission (2006). The Internal Market. EC.
80. File, K. M., and Prince, R. A. (1991). Sociographic segmentation: the SME market and financial services. International Journal of Bank Marketing, 9(3), 3.
81. Foster, M. (2000). Trends and Driving Factors in Income Inequality and Poverty in the OECD Area. OECD Labour Market and Social Policy, Occasional Paper No. 42.
82. Gabbott, M. and Hogg, G. (1994). Consumer behaviour and services: a review. Journal of Marketing Management, 10, 311-324.
83. Garvin, D. A. (1988). Managing quality. McKinsey Quarterly, 3, 61-70.
84. Genetay, N. (1999). Ownership structure and performance in UK life offices. European Management Journal, 17(1), 107-115.
85. Ghoshal, S. and Bartlett, C. A. (1998). Managing Across Borders. Random House.
86. Goode, M., Moutinho, L. A. and Chien, C. (1996). Structural equation modelling of overall satisfaction and full use of services for ATMs. International Journal of Bank Marketing, 14(7), 4-12.
87. Grant Thornton UK LLP (2006). An analysis of the suitability of advertising and financial promotions in the UK's financial services sector (available at www.grant.thornton.co.uk).
88. Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.
89. Grönroos, C. (1988). Service quality; the six criteria of good perceived service quality. Review of Business, 9(3), 10-13.
90. Grönroos, C. (1990). Relationship approach to marketing in services contexts: the marketing & organizational behaviour interface. Journal of Business Research, 20, 3-11.
91. Grönroos, C. (1998). Marketing services: the case of a missing product. Journal of Business & Industrial Marketing, 13(4/5), 322.
92. Gummesson, E. (1987). The new marketing - developing long-term interactive relationships. Long Range Planning, 20(1), 10.
93. Hamel, G. and Prahalad, C. K. (1991). Corporate imagination and expeditionary marketing. Harvard Business Review, July-August, 81-92.
94. Hardwick, P. and Letza, S. (2000). The relative performance of mutual and proprietary life insurance companies in the UK. Insurance Research and Practice, 15(2), 40-46.
95. Harness, D. and Marr, N. (2001). Strategies for eliminating a financial services product. Journal of Product and Brand Management, 10(6/7), 423.
96. Harrison, T. S. (1994). Mapping customer segments for personal financial services. International Journal of Bank Marketing, 12(8), 17-25.
97. Hart, C. W. L., Heskett, J. L. and Sasser, W. E. (1990). The profitable art of service recovery. Harvard Business Review, July-August, 148-156.
98. Henson, S. W., and Wilson, J. C. (2002). Case study: Strategic challenges in the financial services industry. Journal of Business and Industrial Marketing, 17(5), 407-418.
99. Heskett, J. L., Jones, G. W., Loveman, W. E. Jr and Schlesinger, L. A. (1994). Putting the service-profit chain to work. Harvard Business Review, 72(2), 164-174.
100. Hooley, G. J. (1995). The lifecycle concept revisited: aid or albatross? Journal of Strategic Marketing, 3(1), 23.
101. Hume, J. (2004). Islamic finance: provenance and prospects. International Financial Law Review, 23(5), 48-50.
102. International Co-operative and Mutual Insurers Federation (2003). Valuing Our Mutuality II, October. ICMIF.
103. Jain, A. K., Pinson, C. and Malhotra, N. K. (1987). Customer loyalty as a construct in the marketing of bank services. International Journal of Bank Marketing, 5(3), 49-72.
104. Jenkins, D. and Yoneyama, T. (2000). The History of Insurance, Volume 1. Pickering and Chatto.
105. Jensen, M. (1991). The politics of corporate finance. Journal of Applied Corporate Finance, 4, 13-33.
106. Jobber, D. (2004). Principles & Practice of Marketing, 4th edn. McGraw Hill.
107. Johne, A. and Harborne, P. (2003). One leader is not enough for major new service development: results for a consumer banking study. Service Industries Journal, 23(3), 22-39.
108. Kamakura, W. A., Ramaswami, S. N. and Srivastava, R. K. (1991). Applying latent trait analysis in the evaluation of prospects for cross-selling of financial services. International Journal of Research in Marketing, 8, 329-349.
109. Kaspar, H., van Helsdingen, P. and de Vries, W. Jr (1999). Services Marketing Management: An International Perspective, p. 404. John Wiley & Son.
110. Kaynak, E. and Yucelt, U. (1984). A cross-cultural study of credit card usage behaviours: Canadian and American credit card users contrasted. International Journal of Bank Marketing, 2(2), 45-57.
111. Kennington, C., Hill, J. and Rakowska, A. (1996). Consumer selection criteria for banks in Poland. International Journal of Bank Marketing, 14(4), 12-21.
112. Kirk, T. and Middleton, P. (2004). 'Is it Fair?': responding to regulatory, consumer and social pressure to provide fair treatment to financial services customers. Ernst & Young.
113. Knights, D., Sturdy, A. and Morgan, G. (1994). The consumer rules: an examination of rhetoric and 'reality' of marketing in financial services. European Journal of Marketing, 28(3), 42-54.
114. Knights, D., Leyshon, A., Alferoff, C. and Signoretta, P. (2004). Delivering Financial Services in the Home. Financial Services Research Forum Report, University of Nottingham.
115. Kohli, A. K., and Jaworksi, B. J. (1990). Market orientation: the construct, research propositions, and managerial implications. Journal of Marketing, 54(2), 1-18.
116. Kotler, P. (1994). Marketing Management: Analysis, Planning, Implementation and Control, 8th edn. Prentice-Hall.
117. Lam, R. and Burton, S. (2005). Bank selection and share of wallet among SMEs: apparent differences between Hong Kong and Australia. Journal of Financial Services Marketing, 9(3), 204.
118. Laroche, M., Rosenblatt, J. A. and Manning, T. (1986). Services used and factors considered important in selecting a bank: an investigation across diverse demographic segments. International Journal of Bank Marketing, 4(1), 35.
119. LeBlanc, G. and Nguyen, N. (1988). Customers' perceptions of service quality in financial institutions. International Journal of Bank Marketing, 6(4), 7-18.
120. Lehtinen, U. and Lehtinen, J. R. (1991). Two approaches to service quality dimensions. Service Industries Journal, 11(3), 287-303.
121. Leonard, M. and Spencer, A. (1991). The importance of image as a competitive strategy: an exploratory study in commercial banks. International Journal of Bank Marketing, 9(4), 25-29.
122. Levesque, T. and McDougall, G. (1996). Determinants of customer satisfaction in retail banking. International Journal of Bank Marketing, 14(7), 12-20.
123. Levitt, T. (1960). Marketing myopia. Harvard Business Review, July-August, 26.
124. Levitt, T. (1980). Marketing success through differentiation - of anything. Harvard Business Review, January-February.
125. Lewis, B. R., Orledge, J. and Mitchell, V. (1994). Service quality: students' assessments of banks and building societies. International Journal of Bank Marketing, 12(4), 3-12.
126. Lewis, B. R., and Spyrakopoulos, S. (2001). Service failures and recovery in retail banking: the customers' perspective. International Journal of Bank Marketing, 19(1), 37-48.
127. Leyshon, A., Signoretta, P. and French, S. (2006). The Changing Geography of British Bank and Building Society Branch Networks, 1995-2003. School of Geography, University of Nottingham.
128. Lovelock, C. H. (1981). Why marketing management needs to be different for services. In: J. H. Donnelly and W. R. George (eds), The Marketing of Services, pp. 5-9. AMA Proceedings.
129. Lovelock, C. H. (1983). Classifying services to gain strategic marketing insights. Journal of Marketing, 47(3), 9.
130. Lovelock, C. H., and Gummesson, E. (2004). Whither services marketing? In search of a new paradigm and fresh perspectives. Journal of Service Research, 7(1), 20.
131. Lovelock, C. H., and Yip, G. S. (1996). Developing global strategies for service businesses. California Management Review, 38(2), 64.
132. Loveman, G. W. (1998). Employee satisfaction, customer loyalty and financial performance. Journal of Service Research, 1(1), 18-31.
133. McKechnie, S. (1992). Consumer buying behaviour in financial services: an overview. International Journal of Bank Marketing, 10(5), 4-12.
134. McLaughlin, C. P., and Fitzsimmons, J. A. (1996). Strategies for globalizing service operations. International Journal of Service Industry Management, 7(4), 43-57.
135. Mills, P. S. (1999). Islamic Finance. Palgrave.
136. Mols, N. P. Bukh, P. N. D. and Blenker, P. (1997). European corporate customers' choice of domestic cash management banks. International Journal of Bank Marketing, 15(7), 255.
137. Murray, K. B. (1991). A test of services marketing theory: consumer information acquisition activities. Journal of Marketing, 55, 10-25.
138. Murphy, J. A. (1996). Retail banking. In: F. Buttle (ed.), Relationship Marketing Theory and Practice, pp. 74-90. Paul Chapman Publishing.
139. Myners, P. (2004). Myners Review of the Governance of Life Mutuals: final report. HM Treasury.
140. Narver, J. C., and Slater, S. F. (1990). The effect of a market orientation on business profitability. Journal of Marketing, 54(4), 20.
141. Office of Fair Trading (1999). Financial Exclusion of Vulnerable Consumers. PN02/99, 13 January (available at www.oft.gov.uk).
142. O'Lauglin, D., Szymigin, I. and Turnbull, P. (2004). From relationships to experiences in retail financial services. International Journal of Bank Marketing, 22(6/7), 522.
143. Oliver, R. L. (1997). Satisfaction: a behavioural perspective on the consumer. McGraw Hill.
144. Page-Adams, D. and Sherraden, M. (1996). What We Know About Effects of Asset Holding: Implications for Research of Asset-Based Anti-Poverty Initiatives. Centre for Social Development, No 96(1).
145. Panigyrakis, G. G., Theodoridis, P. K. and Veloutsou, C. A. (2003). All customers are not treated equally: financial exclusion in isolated Greek islands. Journal of Financial Services Marketing, 7(1), 54-66.
146. Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41-50.
147. Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1988). SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 14-40.
148. Parasuraman, A., Berry, L. L. and Zeithaml, V. A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420.
149. Paulin, M., Perrien, J. and Ferguson, R. (1997). Relational contract norms and the effectiveness of commercial banking relationships. International Journal of Service Industry Management, 8(5), 435.
150. Payne, A. (2000). Marketing Management: a relationship marketing perspective. MacMillan Business.
151. Pilbeam, K. (2005). Finance and Financial Markets. Palgrave Macmillan.
152. Pont, M. and McQuilken, L. (2005). An empirical investigation of customer satisfaction and loyalty across two divergent bank segments. Journal of Financial Services Marketing, 9(4), 344.
153. Porter, M. E. (2002). What is strategy? In: H. Mintzberg, J. Lampel, J. B. Quinn and S. Ghoshal (eds), The Strategy Process: Concepts, Contexts, Cases, 4th edn. Prentice-Hall.
154. Porter, M. E. (1980). Competitive Strategy. Free Press.
155. Porter, M. E. (1985). Competitive Advantage. Free Press.
156. Prahalad, C. K., and Hamel, G. (1990). The core competence of the corporation. Harvard Business Review, May-June, 79.
157. Rajatanavin, R. and Speece, M. (2004). The sales force as an information transfer mechanism for new service development in the Thai insurance industry. Journal of Financial Services Marketing, 8(3), 244.
158. Rathmell, J. M. (1966). What is meant by services? Journal of Marketing, 30(4), 32.
159. Reichheld, F. A. (1993). Loyalty-based management. Harvard Business Review, March-April, 64-73.
160. Reichheld, F. A. (1994). Loyalty and the renaissance of marketing. Marketing Management, 2(2), 10-21.
161. Reichheld, F. F., and Sasser, W. E. (1990). Zero defections: quality comes to services. Harvard Business Review, September-October, 105-111.
162. Reinartz, W. and Kumar, V. (2002). The mismanagement of customer loyalty. Harvard Business Review, 80(7), 86.
163. Ries, A. and Trout, J. (1986). Positioning: The Battle for Your Mind. McGraw Hill.
164. Rucci, J. A., Kirn, S. P. and Quinn, R. T. (1998). The employee-customer-profit chain at Sears. Harvard Business Review, 76(1), 83-97.
165. Rust, R. T., and Oliver, R. W. (1994). Video dial tone. Journal of Services Marketing, 8(3), 5.
166. Saxena, M. (2000). Interview with Ajay Kelkar (available at http://www.exchange4media.com/Brandspeak/brandspeak.asp?brand_id=811, HDFC Bank - www.HDFCBank.com).
167. Saxena, M. (2006). Tech it or leave it: banker's choice. Economic Times (available at http://www.etstrategicmarketing.com/smJan-Feb1/per_bank.htm).
168. SEC (undated). Website for US Securities and Exchange Commission (available at http://www.sec.gov/about/whatwedo.shtml).
169. Shapiro, B. P., and Jackson, B. B. (1978). Industrial pricing to meet customer needs. Harvard Business Review, November-December, 119-127.
170. Sharma, N. and Patterson, P. G. (2001). Switching costs, alternative attractiveness and experience as moderators of relationship commitment in professional, consumer services. International Journal of Service Industry Management, 11(5), 470.
171. Shostack, G. L. (1982). How to design a service. European Journal of Marketing, 16(1), 49.
172. Silvestro, R. and Cross, S. (2000). Applying the service profit chain in a retail environment: challenging the 'satisfaction mirror'. International Journal of Service Industry Management, 11(3), 244.
173. Stewart, D. M. (1998). An exploration of customer exit in retail banking. International Journal of Bank Marketing, 16(1), 6-14.
174. Storbacka, K. (1994). A relationship marketing perspective on the link between service quality and customer profitability in retail banking. International Quality in Services Conference. Norwalk.
175. Storbacka, K. and Lehtinen, J. (2001). Customer Relationship Management: Creating Competitive Advantage through Win-Win Relationship Strategies. McGraw Hill.
176. Storbacka, K., Strandvik, T. and Grönroos, C. (1994). Managing customer relationships for profit: the dynamics of relationship quality. International Journal of Service Industry Management, 5(5), 21.
177. Swift, R. S. (2001). Accelerating Customer Relationships: Using CRM and Relationship Technologies. Prentice Hall.
178. Tax, S. S., Brown, S. W. and Chandrashekaran, M. (1998). Customer evaluations of service complaint experiences. Journal of Marketing, 62, 60-76.
179. Teas, R. K., Dorsch, M. J. and McAlexander, J. H. (1988). Measuring commercial bank customers' attitudes towards the quality of the bank services marketing relationship. Journal of Professional Services Marketing, 4(1), 75-95.
180. Treacy, M. and Wiersema, F. (1996). The Discipline of Market Leaders. Addison-Wesley.
181. Turnbull, P. W. (1982a). The purchasing of international financial services by medium- and large-sized UK companies with European subsidiaries. European Journal of Marketing, 16(3), 111-121.
182. Turnbull, P. W. (1982b). The role of the branch bank manager in the marketing of bank services. European Journal of Marketing, 16(3), 31-36.
183. Turnbull, P. W. (1982c). The use of foreign banks by British companies. European Journal of Marketing, 16(3), 133-145.
184. Turnbull, P. W. (1983). Corporate attitudes towards bank services. International Journal of Bank Marketing, 1(1), 53-66.
185. Turnbull, P. W., and Gibbs, M. L. (1987). Marketing bank services to corporate customers: the importance of relationships. International Journal of Bank Marketing, 5(1), 19-26.
186. Turnbull, P. W., and Gibbs, M. L. (1989). The selection of banks & banking services among corporate customers in South Africa. International Journal of Bank Marketing, 7(5), 36-39.
187. Turnbull, P. W., and Moustakatos, T. (1995). Marketing and investment banking: practical and theoretical challenges. International Journal of Bank Marketing, 14(2), 26-37.
188. Vargo, S. L., and Lusch, R. F. (2004). The four service marketing myths: remnants of a goods-based, manufacturing model. Journal of Service Research, 6(4), 324.
189. Veloutsou, C., Daskou, S. and Daskou, A. (2004). Are the determinants of bank loyalty, brand specific? Journal of Financial Services Marketing, 9(2), 113.
190. Verma, R., Zafar, I. and Plaschka, G. (2004). Understanding customer choices in e-financial services. California Management Review, 46(4), 43.
191. Waite, N. (2001). Welfare and the Consumer Society: New Opportunities for the Third Way. The Canford Centre for Customer Development, on behalf of The Association of Friendly Societies.
192. WARC (2003). The Financial Marketing Pocket Book (available at www.warc.com).
193. Ward, D. (2002). The costs of distribution in the UK life insurance market. Applied Economics, 34, 1959-1968.
194. Whitelock, J. (2002). Theories of internationalisation and their impact on market entry. International Marketing Review, 19(4), 342-347.
195. Whitelock, J. and Jobber, D. (2004). An evaluation of external factors in the decision of UK industrial firms to enter a new non-domestic market: an exploratory study. European Journal of Marketing, 38(11/12), 1437.
196. Willetts, D. (2003). Old Europe? Demographic Change and Pension Reform. Centre for European Reform (available at http://www.cert.org.uk/).
197. World Trade Organisation (2001). WTO successfully concludes negotiations on China's entry. Press release 243, 17 September (available at http://www.wto.org/english/news_e/pres01_e/pr243_e.htm).
198. World Trade Organisation (2004). International Trade Statistics. WTO.
199. Yeung, M. C. H., and Ennew, C. T. (2001). Measuring the impact of customer satisfaction on profitability: a sectoral analysis. Journal of Targeting, Analysis and Measurement for Marketing, 10(2), 106-116.
200. Yip, G. S. (1994) Industry drivers of global strategy and organization. The International Executive (1986-1998), 36(5), 529.
201. Zeithaml, V. (1981). How consumer evaluation processes differ between goods and services. In: J. H. Donnelly and W. R. George (eds), The Marketing of Services, pp. 186-190. AMA Proceedings.
202. Zeithaml, A. V. (1988). Customer perceptions of price quality and value: a means-end model and synthesis evidence. Journal of Marketing, 52, 2-22.
203. Zeithaml, V. and Bitner, M. J. (2003). Services Marketing: integrating customer focus across the firm. McGraw Hill/Irwin.
204. Zeithaml, V. A., Parasuraman, A. and Berry, L. L. (1985). Problems and strategies in services marketing. Journal of Marketing, 49, 33-46.
205. Zeithaml, V. A., Berry, L. L. and Parasuraman, A. (1988). Communication and control processes in the delivery of service quality. Journal of Marketing, 52, 35-48.
206. Zeithaml, V., Berry, L. and Parasuraman, A. (1996). The behavioural consequences of service quality. Journal of Marketing, 60(2), 31.
207. Zineldin, M. (1995). Bank-company interactions and relationships: some empirical evidence. International Journal of Bank Marketing, 13(2), 30-40.