The focus on new technologies in service situations is growing and is of particular importance in financial‐services contexts. It is argued that there is mutuality of benefit for both bank and customer through the adoption of self‐service technologies (SSTs), of which e‐banking is but one...

The role of the independent professional accountant as intermediary in the small business‐bank relationship is investigated by means of field interviews with bankers, entrepreneurs and business advisers. Research on expectations management in the area of small business‐bank interface...

Through literature review and empirical research conducted with employees of a large retail bank, three different types of employee commitment (internalised commitment, identification commitment and compliance commitment) are defined and explored. It is argued that high levels of internalised...

Purpose – While technology continues to make a dramatic and profound impact in service industries and radically shapes how services are delivered relatively little is understood about the impact of advancing technology on customers; their expectations, perceptions and behaviours. As banking...

The Internet presents many possibilities by which small firms can better identify and exploit marketing opportunities. A prerequisite to successful on‐line firm‐customer interactions is the existence of a trusting bond between the network players. This research study examines the extent to...