It is recognised that existing theories of Consumer Decision Making (CDM) are not well
suited for financial services and there have been calls for development of a new conceptual …

The purpose of this study is to identify the dimensions of experiential quality and investigate
the relationships among experiential quality, experiential value (emotional value and …

Purpose Numerous exploratory, conceptual and empirical enquiries on financial behaviour
and literacy have been conducted in the areas of economics, finance, business and …

The main objective of this study is to find the interrelationships between service quality
attributes, customer satisfaction and customer loyalty in the retail banking sector in …

Retail banking has undergone a massive transformation in the last few years. A major
aspect is changing consumer behavior. The aim of the paper is to better understand retail …

Rising life expectancy and an aging population across nations are leading to an increased
need for long-term financial savings and a focus on the financial well-being of retired …

As service offerings grow in both range and complexity, how service providers and their
customers interact is becoming increasingly important. In response to the challenge of …

This study proposes and empirically tests the impact of two dimensions of brand personality
(excitement and sincerity) on brand love and, subsequently, on store brand loyalty and+ …

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 …

Purpose The purpose of this paper is to identify the factors that favor the activity of co-
creation with customers in the banking sector. The way in which consumers co-create with …