Purpose – The purpose of this paper is to deliver empirical results on the effects of (out‐of‐band) short message service (SMS) confirmation messages after transactions have been completed in an automated interactive voice response (IVR) telephone banking service. The research seeks to...

Purpose – The purpose of this paper is to deliver empirical data comparing the effects of music with the effects of providing waiting time information on customers who are kept on hold when telephoning their bank. It aims to discover if either has a more positive impact on their affective...

English Abstract: This paper examines the discretionary ‘family provision' jurisdiction in England and Wales. It considers how the criteria governing eligibility to make a claim, and the principles and rationales underlying the exercise of the court's powers, shed light on what we understand...