Banker-customer interactions in financial services

Howcroft, B. and Hewerb, Paul and Durkin, M. (2003) Banker-customer interactions in financial services. Journal of Marketing Management, 19 (9-10). pp. 1001-1020. ISSN 0267-257X

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Abstract

The paper uses a series of focus discussion groups to examine the circumstances under which consumers of financial services perceive a benefit from having a banking relationship. Specifically, it attempts to understand what motivates consumers to form relationships with banks and to what extent this is determined by the decision making environment. To achieve this objective the paper draws upon the interaction and relationship marketing literature and examines banker-customer interactions when purchasing a range of financial services. The importance of the paper stems from the fact that it sheds light on the interaction mode and increased customer participation and, therefore, examines the opportunities for marketing, enhancing quality and improving customer retention.

ORCID iDs

Howcroft, B., Hewerb, Paul ORCID logoORCID: https://orcid.org/0000-0002-7661-8195 and Durkin, M.;
  • Item type:Article
    ID code:4507
    Dates:
    Date
    Event
    1 November 2003
    Published
    Keywords:Banker-Customer interactions, banking relationships, loyalty, trust, focus discussion groups, Marketing. Distribution of products, Strategy and Management, Marketing
    Subjects:Social Sciences > Commerce > Marketing. Distribution of products
    Department:Strathclyde Business School > Marketing
    Depositing user: Strathprints Administrator
    Date deposited:27 Jan 2008
    Last modified:04 Mar 2021 01:24
    URI:https://strathprints.strath.ac.uk/id/eprint/4507
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