Purpose – This study examines internet banking adoption and resistance behaviour in Greece in order to develop profiles of adopters and non‐adopters of the service. The aim is to illustrate customers' resistance behaviour towards internet banking. The existing research does not explain...

Purpose – This paper seeks to concern itself with the implications for the management of customer relationships of pursuing a multi‐channel approach. Design/methodology/approach – The case study method is used in analysing the situation of four organizations from the UK financial services...

Purpose – The purpose of this paper is to highlight what the authors regard as serious problems with the continuing dominance of a “hard science” view of what constitutes “top quality” research, and to present evidence that a “softer” approach will yield work that more closely...

Purpose – This paper seeks to investigate what the marketing field can learn, with regard to the academic/practitioner divide, from other management disciplines that have a range of different relationships with their respective practitioners. Design/methodology/approach – The authors carried...

Purpose: Resource integration is a central idea within service-dominant logic (S-D logic), but there has been little scholarly research on this aspect of theory. This paper aims to explore resource integration between marketing agencies and their clients. Design/methodology/approach: In total,...

The UK financial services industry is changing rapidly, particularly as a result of developments in distribution, notably with e‐commerce. The aim of this study is to apply the conceptual framework of market orientation to explain how a number of financial services companies are responding to...

Purpose – There has been an increasing application of remote technology to customer service. This research, from business‐to‐business financial services, seeks to gain insight and understanding into how the supplier/customer relationship and account management are impacted....

Purpose – The study outlined in this paper seeks to deepen one's understanding of the theoretical and practical implications for marketing management where an internet component has been added to the business. Design/methodology/approach – Cases were developed primarily from individual...

Purpose – Employees have traditionally played a major role in the customer ' s service experience. Yet self-service technology (SST) replaces the customer-service employee experience with a customer-technology experience. This paper seeks to use a service-dominant logic lens to gain fresh...

Purpose – Value co-creation thinking is reshaping the understanding of markets and marketing and presents a significant opportunity to develop the theory and practice of social marketing. However, whilst value co-creation offers thought-provoking new directions for the field, applying this...