Journal of Financial Services Marketing

2004 - 2025

Current editor(s): Tina Harrison

From Palgrave Macmillan
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Volume 30, issue 2, 2025

Patterns of trust in financial services: critical factors and gender differences pp. 1-15

Maryam Sholevar and Reinhard Bachmann

Volume 30, issue 1, 2025

One card fits all? Exploring the incidence, intensity, and extent of credit card use in Canada (1999–2019) pp. 1-28

Khan Jahirul Islam and Julien Picault

Empowering sustainable future in the wake of COVID-19 and beyond: insights from a novel gender equality financial inclusion and its determinants in Asia and Africa pp. 1-14

Shama Urooj, Guang Luo and Atta Ullah

Factors influencing the intention to use the Nigerian central bank digital currency (E-Naira) among Nigerian retailers pp. 1-16

Mahfooz Ahmed, Abulfathi Ibrahim Saleh Al-Hussaini and Adamu Abubakar Ibrahim

The role of sustainable financial behaviors, environmental influences, and personal factors in predicting timely mortgage payments: evidence from the great-recession pp. 1-16

Gloria L. Preece, D. Elizabeth Kiss and Maurice MacDonald

The dynamics of financial retirement planning: financial attitude, health literacy, and the role of financial advisors with financial literacy as a moderator pp. 1-16

Wan Mashumi Wan Mustafa, Md Aminul Islam, Md. Sharif Hassan and Muhammad Asyraf Mohd Kassim

Electronic customer relationship management and reputation: drivers of customer satisfaction and loyalty in digital-only banking pp. 1-23

Manijeh Haghighinasab, Donya Ahmadi and Farzaneh Khobbakht

User acceptance intention of mobile financial services: an application of gender moderating effect pp. 1-17

Razia Sultana Sumi, Imranul Hoque and Mahjabeen Ahmed

Private health insurance acquisition: a global perspective pp. 1-20

Cássia Rita Pereira Veiga, Yngrid Larissa Costa Santana, Wanessa Debôrtoli Miranda and Claudimar Pereira Veiga

Cancer diagnosis and business investment pp. 1-12

Shan Lei and Chan Shen

Volume 29, issue 4, 2024

Psychological needs and financial well-being: the role of consumer spending self-control pp. 1197-1206

Laureane du Plessis, Yolanda Jordaan and Liezl-Marié van der Westhuizen

Millennials’ financial behaviour and financial well-being: the moderating role of future orientation pp. 1207-1224

Long She, Lan Ma, Saeed Pahlevan Sharif and Sitara Karim

Video marketing for decentralized finance platforms’ services pp. 1225-1259

Nikolaos T. Giannakopoulos, Dimitrios P. Reklitis, Marina C. Terzi, Damianos P. Sakas and Nikos Kanellos

The future of non-contact commerce: the role of voice payments pp. 1260-1278

Nhan-Thanh Thi Nguyen, Phuc-Thien Tran, Tri-Quan Dang and Luan-Thanh Nguyen

The role of persuasion by significant others and engagement in bank-switching intention pp. 1279-1290

Øystein Bortne, Jone Bjornestad, Mads Nordmo Arnestad, Tore Tjora and Kolbjørn Kallesten Brønnick

Investors’ acceptance and use of investment-based crowdfunding platforms: an integrated perspective pp. 1291-1303

Felix Friederich, Ramon Palau-Saumell, Jorge Matute and José Luis Sánchez-Torelló

Examining unethical sales practices in retail banking: a hermeneutic analysis of employee perceptions in Brazil pp. 1304-1317

Roberta Gabriela Basílio, Mateus Canniatti Ponchio and Rafaela Almeida Cordeiro

Determinants of risky buy-now-pay-later intentions and behaviors of Vietnamese students pp. 1318-1329

Hoang Phong Nguyen and Thi Bich Duyen Pham

Investigating the effect of ESG on retail banks’ customer equity pp. 1330-1344

Matthew Yau Choi Chow and Shirie Pui Shan Ho

Financial inclusion and sustainable development: A review and research agenda pp. 1345-1364

Nejla Ould Daoud Ellili

Education loan repayment: a systematic literature review pp. 1365-1376

Rakshith Bhandary, Sandeep S. Shenoy, Ankitha Shetty and Adithya D. Shetty

End-user perspectives on fintech services adoption in the Bangladesh insurance industry: the moderating role of trust pp. 1377-1395

Md. Sharif Hassan, Md. Aminul Islam, A. B. M. Abdullah and Hussen Nasir

Mobile banking: a bibliometric analysis pp. 1396-1413

Kamlesh Kohli, Monika Kashyap, Mahendra Babu Kuruva and Sunil Tiwari

Examining consumers’ m-wallet service brand choice decisions at the post-adoption stage: an empirical investigation pp. 1414-1431

Subhajit Bhattacharya and Sasadhar Bera

Influence of consumption values on adoption of cashless society in emerging economies: the mediating effect of cashless readiness pp. 1432-1444

Md. Jahidul Islam, Shahedul Hasan and Ather Yeasir Fahim

The transformative service performance of InsurTech companies: using PLS-SEM and IPMA approach for examining the purchase behavior of InsurTech customers pp. 1445-1463

Kajul Bharti, Richa Agarwal and Akshay Kumar Satsangi

Islamic insurance: a review and research agenda pp. 1464-1486

Wang Tong, Muhammad Ali, Chin-Hong Puah, Choi-Meng Leong and Xiao Yuping

Decoding the conundrum: exploring complex interlinkages between mobile wallet adoption inhibitors among unorganised retailers pp. 1487-1502

Ashwarya Kapoor, Rajiv Sindwani and Manisha Goel

Cyberfraud, usage intention, and cybersecurity awareness among e-banking users in India: an integrated model approach pp. 1503-1523

Mohammed Afzal, Mohd. Shamim Ansari, Naseem Ahmad, Mohammad Shahid and Mohd. Shoeb

Exploring the symmetric and asymmetric effects of mobile wallet service experience on brand loyalty in India: evidence from SEM and fsQCA pp. 1524-1541

Ashwarya Kapoor, Rajiv Sindwani and Manisha Goel

Pay-per-click (PPC) advertising and continuous banking service intentions pp. 1542-1558

Sajad Rezaei, Muslim Amin and Halimin Herjanto

Augmented reality and customer engagement in the context of e-banking pp. 1559-1571

Kaushik Mukerjee

Consumers’ attitude toward biometric banking services: an empirical evaluation of determinants and outcomes pp. 1572-1588

Suhail Ahmad Bhat, Sheikh Basharul Islam and Mansoor Farooq Mir

Do users' pro-environmental personal norms hold significance in electronic payment adoption context? pp. 1589-1608

Hassana Hilale and Abdellatif Chakor

Impact of information technology on Indian banking sector pp. 1609-1622

Meenakshi Sharma and Akanksha Choubey

Does enduring brand loyalty in mobile financial service platforms require strong commitment? A stimulus-organism-response (SOR) perspective pp. 1623-1634

Rajesh Kumar Saha and Md. Borak Ali

Big data analytics and innovation in e-commerce: current insights and future directions pp. 1635-1652

Ayman Abdalmajeed Alsmadi, Ahmed Shuhaiber, Manaf Al-Okaily, Anwar Al-Gasaymeh and Najed Alrawashdeh

Correction to: Customer acceptability towards AI-enabled digital banking: a PLS-SEM approach pp. 1653-1653

Swaraj S. Bharti, Kanika Prasad, Shwati Sudha and Vineeta Kumari

Correction to: Experience in financial services: a bibliometric analysis and thematic content analysis pp. 1654-1654

Dhananjay Bapat and Devika Vashisht

Correction to: Augmented reality and customer engagement in the context of e‑banking pp. 1655-1656

Kaushik Mukerjee

Correction: Consumers’ Attitude towards Biometric Banking Services: An Empirical Evaluation of Determinants and Outcomes pp. 1657-1657

Suhail Ahmad Bhat, Sheikh Basharul Islam and Mansoor Farooq Khan

Volume 29, issue 3, 2024

Does consumer empowerment influence e-payment systems adoption? A digital consumer-centric perspective pp. 1-15

Saurabh Gupta and Sadananda Prusty

Determinants of customer recovery in retail banking—lessons from a German banking case study pp. 655-682

Felix Hübner, Tim Alexander Herberger and Michel Charifzadeh

Antecedents of robo-advisor use intention in private pension investments: an emerging market country example pp. 683-698

Berrin Arzu Eren

Factors affecting user trust and intention in adopting chatbots: the moderating role of technology anxiety in insurtech pp. 699-728

Massilva Dekkal, Manon Arcand, Sandrine Prom Tep, Lova Rajaobelina and Line Ricard

Examining personal financial advisors’ knowledge, client recommendations, and personal investments in private real estate and real estate investment trusts (REITs) pp. 729-744

Grant Alexander Wilson and Jason Jogia

Mapping marine insurance: a bibliometric review: a taxonomical study using bibliometric visualization and systematic analysis pp. 745-762

Nejla Ellili, Haitham Nobanee, Ahmad Yuosef Alodat, Mehroz Nida Dilshad and Sabiha Nuzhat

Effect of COVID-19 health threat on consumer’s perceived value towards mobile payments in India: a means-end model pp. 763-787

C. C. Sreelakshmi and Sangeetha K. Prathap

Impact of financial behaviour on financial well-being: evidence among young adults in Malaysia pp. 788-807

Mohamad Fazli Sabri, Mervin Anthony, Siong Hook Law, Husniyah Abdul Rahim, Nik Ahmad Sufian Burhan and Muslimah Ithnin

Designing and evaluating insurance customer loyalty programs for different customer groups based on their lifetime value pp. 808-825

Abolghasem Ebrahimi, Kazem Askarifar and Amin Nikbakht

Adoption and perception of banking customers towards green mode of banking: a demonstration of structural equation modelling pp. 826-842

Shagun Tyagi, Ashulekha Gupta and Nabila Ansari

Impact of financial literacy on savings behavior: the moderation role of risk aversion and financial confidence pp. 843-854

S. Ananda, Raghavendra Prasanna Kumar and Tamanna Dalwai

Why can’t we help but love mobile banking chatbots? Perspective of stimulus-organism-response pp. 855-872

Nitin Upadhyay and Aakash Kamble

Continuance intention to use smartphone-based payment services: the role of pre-adoption expectancies, usage experience, and conventional inhibitions pp. 888-903

Ashique Ali K. A. and Rameshkumar Subramanian

Experience in financial services: a bibliometric analysis and thematic content analysis pp. 904-921

Dhananjay Bapat and Devika Vashisht

The impact of COVID-19 on the banking sector’s efficiency and growth trajectory pp. 922-935

Haruna Babatunde Jaiyeoba, Nafiu Olaniyi Oladokun, Razali Haron and Mohammed Ahmed Suleman

Trust-building mechanism for promoting mobile payments' continued use by small businesses in a developing country: tackling the perceived risk issue pp. 936-945

Sahid Susilo Nugroho and Widya Paramita

Fear of COVID-19 disease and QR-based mobile payment adoption: a protection motivation perspective pp. 946-963

Muhammad Iskandar Hamzah

Understanding young consumers’ attitude formation for new-age fintech credit products: an SOR framework perspective pp. 964-978

Chandan Kumar Behera and Ritika Dadra

Financial planning behaviour: a systematic literature review and new theory development pp. 979-1001

Kingsley Hung Khai Yeo, Weng Marc Lim and Kwang-Jing Yii

Relationship between financial innovations and the performance of commercial banks pp. 1002-1016

Abdul Awan and Janoobia Parveen

Understanding intention to adopt telematics-based automobile insurance in an emerging economy: a mixed-method approach pp. 1017-1036

Vikas Chauhan, Rohit Joshi and Vipin Choudhary

The antecedents of customers’ attitude and behavioral intention of using e-banking: the moderating roles of social influence and customers’ traits pp. 1037-1061

Ying-Kai Liao, Hong-Loc Thi Nguyen (Rush), Tuan Cong Dao, Phuong-Thy Thi Nguyen and Hum Sophea

Technology acceptance model and customer engagement: mediating role of customer satisfaction pp. 1062-1076

Raghavendra Prasanna Kumar, Arindam Banerjee, Zahran Al-Salti and S. Ananda

An integrated framework for understanding information disclosure behaviour in mobile payment services pp. 1077-1098

Sk Abu Khalek, Chandan Kumar Behera and Tamal Samanta

The impact of reward system on talented employees’ performance in Vietnamese commercial banks: mediating role of job satisfaction pp. 1099-1114

Hung Manh Pham, Tra Thi Huong Le, Linh Hoai Dang and Linh Thuy Nguyen

Reviews and directions of FinTech research: bibliometric–content analysis approach pp. 1115-1134

Avani Raval and Rajesh Desai

Advertising value and privacy concerns in mobile advertising: the case of SMS advertising in banking pp. 1135-1153

Hui Shan Lom, Ai Chin Thoo, Weng Marc Lim and Kian Yeik Koay

The impact of personality traits, barriers and gamification on Gen X continuance intention for mobile credit bill payment apps pp. 1154-1174

Arghya Ray, Muskan Jain, Lan Ma, Khalid Hussain Alhamzi, Ananya Ray and Long She

Asymmetric and symmetric approaches to the extension of UTAUT2 in the M-payment adoption of Pakistani apps pp. 1175-1193

Waseem Anwar, Amir Zaib Abbasi, Mousa Albashrawi, Ghazanfar Ali Abbasi and Umm-e-Habiba

Correction to: How mutual fund investors’objective and subjective knowledge impacts their information search and processing behaviour pp. 1194-1194

Sanjay Kumar Mishra and Manoj Kumar

Correction to: A comprehensive model of information search and processing behaviour of mutual fund investors pp. 1195-1195

Sanjay Kumar Mishra and Manoj Kumar

Volume 29, issue 2, 2024

Consumer complaining behavior in banking: the influence of brand image on brand forgiveness and negative word-of-mouth pp. 203-213

Petek Tosun and Merve Yanar Gürce

Consumers' foresight for the digital Turkish lira: an empirical study pp. 214-228

İbrahim Aydın, Zübeyir Çelik, Kaan Yiğenoğlu and Ayhan Cesur

Herding the influencers for investment decisions: millennials bust the gender stereotype pp. 229-241

Poornima Gupta and Preeti Goyal

The differential impact of cognitive style on the relationship between financial education and financial literacy pp. 242-256

Hooman Estelami and Nicole N. Estelami

An integrated framework for mobile payment in Pakistan: drivers, barriers, and facilitators of usage behavior pp. 257-275

Muhammad Ali, Syed Ali Raza, Faiza Hakim, Chin-Hong Puah and Lee Yen Chaw

What drives the investment intentions of emerging economy millennials? Examining the effect of financial advertisement with the PLS-SEM pp. 276-291

Pallavi Dogra, Arun Kaushal and Prateek Kalia

The role of artificial intelligence in consumers’ brand preference for retail banks in Hong Kong pp. 292-305

Shirie Pui Shan Ho and Matthew Yau Choi Chow

Do corporate social responsibility and corporate image influence performance of the financial sector? pp. 306-317

Collins Kankam-Kwarteng, George Nana Agyekum Donkor, Francis Osei and Ofosu Amofah

Understanding e-satisfaction, continuance intention, and e-loyalty toward mobile payment application during COVID-19: an investigation using the electronic technology continuance model pp. 318-340

Md. Al Amin, Abureza M. Muzareba, Imtiaz Uddin Chowdhury and Mubina Khondkar

Efficiency of Indian banks in fostering financial inclusion: an emerging economy perspective pp. 341-353

Nidhi Agarwala, Sudarshan Maity and Tarak Nath Sahu

Influence of fear on purchase of health insurance pp. 354-363

Dipti Saraf and Narayan Baser

Consumer resistance to internet banking services: implications for the innovation resistance theory pp. 364-376

Faten Baklouti and Fayçal Boukamcha

Religiosity and depositor funds: evidence from Islamic banks in Indonesia pp. 377-391

Ibrahim Fatwa Wijaya, Catur Sugiarto, Nieldya Nofandrilla and Amru Sukmajati

Creating customer value through omnichannel service delivery: a study of the French insurance market pp. 392-405

Ilaria Dalla Pozza

The effect of customer engagement on customer loyalty: indication from the insurance industry in Jordan pp. 406-422

Raed Ibrahim Mohamad Ibrahim and Pelin Bayram

Educational level as a modified variable to the relationship between microfinance services marketing and attracting customers’ attention in Egyptian banks pp. 423-439

Einas Elabbasy and Ahd Bakr

Understanding family takaful purchase behaviour: the roles of religious obligation and gender pp. 440-458

Daniel K. Maduku and Steven Mbeya

Quest for financial inclusion via digital financial services (Fintech) during COVID-19 pandemic: case study of women in Indonesia pp. 459-473

Budi Setiawan, Thich Dai Phan, Jennifer Medina, Martijn Wieriks, Robert Jeyakumar Nathan and Maria Fekete-Farkas

Exploring financial well-being of working professionals in the Indian context pp. 474-487

Shikha Bhatia and Sonali Singh

Factors influencing the adoption of cashless transactions during COVID-19: an extension of enhanced UTAUT with pandemic precautionary measures pp. 488-507

L. Vimal Raj, S. Amilan, K. Aparna and Karthick Swaminathan

Financial intermediation in banks and the key role of intellectual capital: new analysis from an emerging market pp. 508-522

Thich Nguyen and Chi Huu Lu

Consumer perceived corporate social responsibility and electronic word of mouth in social media: mediating role of consumer–company identification and moderating role of user-generated content pp. 523-535

Rajesh Sharma

Determinants of continuous intention to use FinTech services: the moderating role of COVID-19 pp. 536-552

Kanishka Gupta, Abdul Wajid and Dolly Gaur

A model explaining perceived investment value and switching intentions toward FinTech: the case of crowdlending pp. 553-567

Youssef Riahi and Karim Garrouch

From bank to P2P lending: switching intention of SME’s: evidence from Indonesia pp. 568-581

Hasan Al-Banna and Izra Berakon

Financial literacy and naming a “trusted contact” for U.S. brokerage accounts pp. 582-589

Matthew Sommer and HanNa Lim

Financial institutions digital transformation: the stages of the journey and business metrics to follow pp. 590-606

Aristides Papathomas and George Konteos

Customer relationship management practices and organisational performance of commercial banks in Ghana: a mediation analysis pp. 607-624

Eric Gonu, Johnson Okeniyi and Gloria Kakrabah-Quarshie Agyapong

Psychological capabilities for salespeople’s sustainable work performance in financial services sector pp. 625-635

Soo Yeong Ewe and Helen Hui Ping Ho

A systematic review on social currency: a one-decade perspective pp. 636-652

Bruno Nogueira Silva, Wesley Vieira Silva, Alvaro Fabiano Pereira Macêdo, Natallya Almeida Levino, Luciano Luiz Dalazen, Fabíola Kaczam and Claudimar Pereira Veiga

Correction: High-performance human resource practices in Indian banks: an examination from the institutional perspective pp. 653-653

Ashutosh Muduli, Sunita Verma, Archana Choudhary and Upasana Singh

Volume 29, issue 1, 2024

Marketing financial services in Africa: exploring the heterogeneous middle-class consumer across nine countries pp. 1-16

Tendai Chikweche, James Lappeman and Paul Egan

Exploring the barriers to accessing personal financial planning advice pp. 17-32

John Moss, Karen Rowlingson and Andrew Lymer

An empirical study to explore the influence of the COVID-19 crisis on consumers' behaviour towards cashless payment in Malaysia pp. 33-44

Ming-Pey Lu and Zunarni Kosim

Propensity towards Islamic banking among non-users: a mixed-methods analysis pp. 45-66

Hind Lebdaoui, Youssef Chetioui and Tahar Harkat

Predictors of Islamic banking adoption among Muslim customers in Nigeria pp. 67-78

Precious Ezeh

Examining the dynamics leading towards credit card usage attitude: an empirical investigation using importance performance map analysis pp. 79-96

Bikramjit Rishi, Dilip Kumar Mallick and Atul Shiva

How heuristics in judgement influence the securities investment decision process pp. 97-105

Marcel Piotrowski and Christian Bünnings

QR code m-payment from a customer experience perspective pp. 106-121

Berrin Arzu Eren

Impact of financial literacy on financial well-being: a mediational role of financial self-efficacy pp. 122-137

Umer Mushtaq Lone and Suhail Ahmad Bhat

Relationship quality and customer loyalty in the Tanzanian microfinance sector pp. 138-153

Amani Gration Tegambwage and Pendo Shukrani Kasoga

The effects of similarity of values, religious values, and empathy on bank commitment to CSR and customers’ internal and behavioral responses: evidence from Guilan Province in Iran pp. 154-170

Maryam Zidehsaraei, Reza Esmaeilpour and Mohsen Akbari

Does information seeking moderate the relationship between financial loan inclusion and Fintech P2P lending? pp. 171-185

Rayenda Brahmana, Maria Kontesa and Josephine Tan-Hwang Yau

High-performance human resource practices in Indian banks: an examination from the institutional perspective pp. 186-198

Ashutosh Muduli, Sunita Verma, Archana Choudhary and Upasana Singh

Correction to: The effect of attitude and religiosity on tax compliant intention moderated by the utilization of e-Filing pp. 199-199

Kadarisman Hidayat, Mekar Satria Utama, Umar Nimran and Arik Prasetya

Correction to: Sustainable financial services: reflection and future perspectives pp. 200-200

Jasman Tuyon, Okey Peter Onyia, Aidi Ahmi and Chia-Hsing Huang

Correction to: Is there any association between FinTech and sustainability? Evidence from bibliometric review and content analysis pp. 201-201

Nejla Ould Daoud Ellili