Journal of Financial Services Marketing

2004 - 2025

Current editor(s): Tina Harrison

From Palgrave Macmillan
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Volume 25, issue 3, 2020

Developing cross-selling capability in key corporate bank relationships: the case of a Nordic Bank pp. 45-52

Jari Salo, Helen Cripps and Robert Wendelin

Independent financial adviser (IFA)-based brand equity pyramid pp. 53-64

Nathalia C. Tjandra, John Ensor, Maktoba Omar and John R. Thomson

Marketing universities’ services role in providing financial resources pp. 65-75

Odai Falah Mohammad AL-Ghaswyneh

Elderly consumers and financial choices: A systematic review pp. 76-85

Gianluigi Guido, Cesare Amatulli and Andrea Sestino

Understanding the intention to use mobile banking by existing online banking customers: an empirical study pp. 86-96

Sindhu Singh and R. K. Srivastava

Volume 25, issue 1, 2020

Exploring customer’s mobile banking experiences and expectations among generations X, Y and Z pp. 1-13

Ghazal Shams, Mohsin Abdur Rehman, Sarminah Samad and Eeva-Liisa Oikarinen

What factors drive the adoption of digital banking? An empirical study from the perspective of Omani retail banking pp. 14-24

S. Ananda, Sonal Devesh and Anis Moosa Al Lawati

The impact of the magnitude of service failure and complaint handling on satisfaction and brand credibility in the banking industry pp. 25-34

Ghazal Shams, Mohsin Abdur Rehman, Sarminah Samad and Raouf Ahmad Rather

Measuring service fairness and its impact on service quality and satisfaction: a study of Indian Banking Services pp. 35-44

Kedar Bhatt

Volume 24, issue 3, 2019

Factors affecting customers’ continued intentions to use Islamic banks pp. 59-68

Hajime Kamiyama and Kenichi Kashiwagi

Sales forecasting in financial distribution: a comparison of quantitative forecasting methods pp. 69-80

Jiří Šindelář

Demographic influences on consumer decisions in the banking sector: evidence from India pp. 81-93

Harpreet Kaur and Sangeeta Arora

Volume 24, issue 1, 2019

The role of cognitive style, gullibility, and demographics on the use of social media for financial decision making pp. 1-10

Jenna Florendo and Hooman Estelami

The effect of promotional interest rates on customer borrowing and payment behavior in the credit card industry pp. 11-20

B. P. S. Murthi, Marina Girju and Erin Steffes

The effects of cultural tightness and perceived unfairness on Japanese consumers’ attitude towards insurance fraud: the mediating effect of rationalization pp. 21-30

Haithem Zourrig and Jeongsoo Park

Religiosity and customer trust in financial services marketing relationships pp. 31-43

Basem Masoud Alhazmi

Factors affecting Islamic banking behavioral intention: the moderating effects of customer marketing practices and financial considerations pp. 44-58

Mohammad Enamul Hoque, M. Kabir Hassan, Nik Mohd Hazrul Nik Hashim and Tarek Zaher

Volume 23, issue 3, 2018

Towards a better understanding of mobile banking: the impact of customer experience on trust and commitment pp. 141-152

Lova Rajaobelina, Isabelle Brun, Sandrine Prom Tep and Manon Arcand

Does prevention as an investment strategy explain the intention to purchase guarantees for unit-linked life insurance? pp. 153-167

Daliana Luca

Online banking services: a meta-analytic review and assessment of the impact of antecedents and consequents on satisfaction pp. 168-178

Fernando Oliveira Santini, Wagner Junior Ladeira, Claudio Hoffmann Sampaio and Marcelo Gattermann Perin

Perceived risk and the interplay of expert endorsement, corporate image and investment knowledge in mutual fund advertising pp. 179-189

Suk Chong Tong

Customer experience in omni-channel banking services pp. 190-199

Hanna Komulainen and Hannu Makkonen

Dimensions of materialism and credit card usage: an application and extension of the theory of planned behavior in Bangladesh pp. 200-209

A. F. M. Jalal Ahamed and Yam B. Limbu

Exploring advertising as an antecedent to brand experience dimensions: an experimental study pp. 210-217

Dhananjay Bapat

The role of electronic word of mouth, conventional media, and subjective norms on the intention to purchase Sharia insurance services pp. 218-225

Amron Amron, Usman Usman and Ali Mursid

Corporate greed: its effect on customer satisfaction, corporate social responsibility and corporate reputation among bank customers pp. 226-233

Albert Caruana, Joseph Vella, Jirka Konietzny and Saviour Chircop

The customer experience ecosystem in two cultural contexts pp. 234-243

Mojtaba Barari and Olivier Furrer

Volume 23, issue 2, 2018

Effects of market returns and market volatility on investor risk tolerance pp. 77-90

Courtney Droms Hatch, Kurt Carlson and William G. Droms

A closer look at the relationship of entry-level bank employees’ leadership attributes and customer satisfaction pp. 91-103

Majda I. Ayoub Al-Salim

The perils of overconfidence: Why many consumers fail to seek advice when they really should pp. 104-111

David R. Lewis

Generational differences in perceptions of financial planners pp. 112-127

Raminder Luther, Linda Jane Coleman, Mayuresh Kelkar and Gregory Foudray

Women are scaredy-cats and men are conquerors? pp. 128-139

Jürg Hari, Elisabeth Pirsch and Heike Rawitzer

Volume 23, issue 1, 2018

The theoretical underpinnings of government policy, turbulence and performance in the service sector: a conceptual framework pp. 1-11

Craig C. Julian

The impact of brand experience, service quality and perceived value on word of mouth of retail bank customers: investigating the mediating effect of loyalty pp. 12-24

Kaushik Mukerjee

Testing the risk as feeling and risk as analysis perspective for insurance: the antecedents of purchasing unit-linked life insurance products pp. 25-37

Carin Huber and Tobias Schlager

Understanding credit card payment behavior among college students pp. 38-49

Shweta Singh, David H. Rylander and Tina C. Mims

Developing technologically induced environments: the case of the Nigerian banking sector pp. 50-61

Wilson Ozuem, Kerry E. Howell and Geoff Lancaster

Effects of culture and financial literacy among Chinese-Americans on participating in financial services pp. 62-75

Fang Zhao, Jie Sun, Raj Devasagayam and Gary Clendenen

Volume 22, issue 4, 2017

Editorial pp. 139-140

Tina Harrison

Impact of website characteristics on relationship quality: a comparison of banks financial cooperatives pp. 141-149

Isabelle Brun, Lova Rajaobelina, Line Ricard and Annick Fortin

The consequences of perceived risk and objective knowledge for consumers’ investment behavior pp. 150-160

Juha Munnukka, Outi Uusitalo and Veera-Juulia Koivisto

How objective and subjective knowledge affect insurance choices pp. 161-172

Hannu Kuusela, Mark T. Spence and Pallab Paul

Effects of perceived cost, service quality, and customer satisfaction on health insurance service continuance pp. 173-186

Taghreed Abu-Salim, Okey Peter Onyia, Tina Harrison and Valerie Lindsay

Effect of inherent innovativeness and consumer readiness on attitudes to mobile banking pp. 187-201

Kwabena Frimpong, Obaid Al-Shuridah, Alan Wilson and Frederick Asafo-Adjei Sarpong

Volume 22, issue 3, 2017

Editorial pp. 97-98

Tina Harrison

Click me: an examination of the impact size, color, and design has on banner advertisements generating clicks pp. 99-108

Michael North and Michael Ficorilli

Reactions of dissatisfied investors: exit, voice or loyalty pp. 109-118

Muge Tasci and Ozlem Ozdemir

App service: How do consumers perceive the quality of financial service apps on smart devices? pp. 119-125

Emily Treen, Leyland Pitt, John Bredican and Mana Farshid

Reducing the distance: financial services education in web-extended learning environments pp. 126-131

Tamara Rabinovich, Pierre Berthon and Ivan Fedorenko

Financial services Apps: What makes the difference between a great and a ghastly review? pp. 132-138

Joseph Vella, Åsa Wallström and Mana Farshid

Volume 22, issue 2, 2017

Special issue: Academy of Marketing Conference 2016: radical financial services marketing pp. 41-42

Julie Robson and Kathryn Waite

Measuring service quality in Ghana: a crossvergence cultural perspective pp. 43-53

Andrews A. Yalley and Gloria K. Q. Agyapong

The importance of service quality in British Muslim’s choice of an Islamic or non-Islamic bank account pp. 54-63

Najat Abdullrahim and Julie Robson

Trust in financial services: the influence of demographics and dispositional characteristics pp. 64-76

S M A Moin, James F. Devlin and Sally McKechnie

Financial credit and social discredit: the pawnbroking dilemma pp. 77-84

Laura Edwards and Wendy Lomax

The orbit of consumer credit choices pp. 85-96

Jane Brown, Anders Wäppling, Helen Woodruffe-Burton and Kate Black

Volume 22, issue 1, 2017

Editorial pp. 1-2

Tina Harrison

Non-monetary sales promotion effects on credit cards pp. 3-13

Rochele Isabel Bagnolini Boschetti, Marcelo Gattermann Perin, Márcia Dutra Barcellos, Cláudio Hoffmann Sampaio and Kenny Basso

Brand equity of stock exchange as a mediator in financial decisions pp. 14-23

Betül Çal and Mary Lambkin

Internal branding experiences in the financial services sector in South Africa pp. 24-32

Rose Du Preez

Framing the decision to buy long-term care insurance: losses and gains in the context of statistical and narrative evidence pp. 33-40

Jeremy Pincus, Katherine Hopewood and Robert Mills