Deregulation and the emergence of new forms of technology have created highly competitive market conditions which have had a critical impact upon consumer behaviour. Bank providers must, therefore, attempt to better understand their customers in an attempt not only to anticipate but also to...

Relationship marketing and its application to retail banking has become a common theme in managerial and academic literature. This article argues that the rhetoric of relationship marketing has been used to obscure banks' real strategic objective, cost reduction. Those cost reductions have been...

As competitive liberalisation and the application of technology in the creation and distribution of financial services have increased consumer choice in the UK personal financial service industry, so consumer choice in the UK personal financial services industry, so consumer behaviour has...