Purpose: The purpose of this paper is to determine how three relational attributes – duration, context and trust – are subjectively perceived by bank customers, and how these affect their saving behavior, as defined by monthly flows to mutual funds and the financial products bought and held...

Purpose: This paper investigates the viability of the relationship-oriented business model. Specifically, it examines the effects of bank customers' satisfaction, loyalty, and trust in bank advisors on two client-level performance measures; client-level non-interest revenue, and client-level...

Purpose – The purpose of this paper is to study technology acceptance of internet banking in Estonia, an emerging east European economy. Design/methodology/approach – The present paper modifies the technology acceptance model and applies it to bank customers in Estonia, because Estonia, a...

Purpose – This paper seeks to shed light on the challenges and opportunities demographic transitions bring about to the banking sector. Increasing life expectancy, coupled with an increasing old age dependency ratio has implications for the demand for financial services. This opens a window of...

Purpose – The study seeks to identify basic values and objectives from different bank retailing customers by asking them about their views on topics that deal responsibly with money. Based on their experiences, perceptions and expectations, those values and objectives that are of utmost...

Purpose – The purpose of this paper is to study organisational characteristics and formations that are important to the establishment of a strong embedded relationship between the small to medium‐sized enterprise (SME) and the financier, which in turn influences the firm's financial...

Purpose – The purpose of this paper is to test the effectiveness of collaborative dialogue to support small business development in small communities. Design/methodology/approach – The paper employs a case study involving collaboration using both an interpersonal network structure and an...

Purpose – This study aims to examine innovation adoption in the context of internet banking in Estonia. Design/methodology/approach – The data presented in this study are based on 1,831 questionnaires collected from individual internet banking users in Estonia. Findings – This study...