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

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

Discusses waiting as a part of the service experience, and thus its influence on customer satisfaction. Explains how to distinguish satisfaction and its role in determining customers’ future attitudes. Examines how to manage the waiting experience via two case studies, and concludes that...

The management of the enhancement of the quality of service delivery is often primarily focused on minimising negative responses to product offerings, rather than maximising positive responses. To date there has been little debate on the negative aspects of quality. This paper reviews the...

Seeks to revisit the theoretical basis for the concept of loyalty through a consideration of the state of “no loyalty”, which we term “disloyalty”. This category is present in the model proposed by Dick and Basu, but is seen to be of less interest than other categories. Here we argue...

The harsh market environment has led to fierce levels of competition within the personal financial services sector, where banks, building societies and other providers of financial services have been criticized for offering sophisticated consumers undifferentiated products. With customer...

This paper develops an outline framework which conceptualises customer retention in financial services retailing. Preliminary investigations through interviews with managers responsible for retention were conducted. These supported further investigation of the framework. The organisations...

Postmodern conditions and re‐evaluations of marketing theory are prompting a re‐consideration of marketing strategies and methodologies. This paper is concerned with research issues arising from these changes and uses the case of retailing financial services as an illustration. Groups of...