The evolution of the internet, including developments such as Web 2.0, has led to new relationship realities between organizations and their stakeholders. One manifestation of these complex new realities has been the emergence of an internet-based democratization of brand management. Research...

Full-text of this article is not available in this e-prints service. This article was originally published [following peer-review] in Business Process Management Journal, published by and copyright Emerald Group Publishing Ltd.

This investigation is concerned with how financial services retailers approach theretention of customers. Markets for financial services have become saturated,competition has become fiercer and consumers have gained greater confidence inthe consumption of financial services. Traditional...

Purpose – To explore, through a case study approach, relationship and community development in online consumer communities. Design/methodology/approach – A case study‐based analysis of three organizations that are supporting online community creation and development is used as the basis...

Purpose: The purpose of this paper is to further the consumer services theory in financial services marketing by examining how perceived benefits influence consumer intention-to-use a co-branded credit card and further how intention-to-use is moderated by involvement....