Hoffmann, Arvid O.I.; Birnbrich, Cornelia - In: International Journal of Bank Marketing 30 (2012) 5, pp. 390-407
Purpose – The purpose of this paper is to establish a conceptual as well as an empirical link between retail banks’ activities to protect their customers from third‐party fraud, the quality of customer relationships, and customer loyalty. Design/methodology/approach – A conceptual...