This paper reports the findings of a survey of staff perceptions on how customers are being retained in two traditional financial service retailers. In spite of a frequent acknowledgement that customer retention (CR) is a critical business objective, there is limited literature on how customers...

Purpose – The purpose of this study is to develop and empirically test a model examining the relationship between customer perceptions (product attributes, benefits, customer satisfaction, trust, commitment and customer behavioral loyalty) and financial performance of a merchant bank....

Purpose – A survey commissioned by HSBC questioned 2,155 expatriates (expats) across four continents about the challenges that they face. This paper aims to present its findings under three headings of: expat existence, expat offspring, and expat experience. Design/methodology/approach –...

Purpose – The purpose of this paper is to examine multiple channels in retail banking and demonstrate how qualitative market research investigations can inform strategic decision making. Research into customer acquisition and retention has only recently begun to consider them as part of a...

Purpose: The purpose of this paper is to extend understanding of marketing in MENA by investigating how women entrepreneurs use social networking sites (SNS) in marketing their businesses in Lebanon. Design/methodology/approach: To address contextual issues arising from research in this region,...

Purpose: Building on crisis management studies, this study aims to advance research on brand recovery from the existing focus on product brand/customer dyad into stakeholder marketing and corporate branding. Design/methodology/approach: This study uses a single case of industry-dominant...

Purpose: The purpose of this study is to contribute to the theory and practice of financial services marketing in sub-Saharan Africa (sSA) by investigating how financial service providers are developing corporate social responsibility (CSR) practices, in particular, seeking to uncover the...

Retaining customers offers major benefits to retailers of financial services, such as improved customer profitability and lowered acquisition costs. In spite of the importance to the sector in minimising customer ‘churn’, there has been limited investigation into the practices of customer...