Purpose – The purpose of this paper is to report on the development and nomological testing of a 17‐item scale measuring the five dimensions of service convenience (decision, access, transaction, benefit, and post‐benefit) as proposed by Berry, Seiders, and Grewal....

This study examines the role of cognitive trust and the potential for relationship dissolution when consumers perceive themselves to be in a hostage relationship with their retail banking service provider. This study reviews current literature on relationship continuance intentions, hostage...