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Purpose – The purpose of this research is to look at the attention span given to bills, statements, official correspondence and direct marketing by consumers in major European economies and the USA. Design/methodology/approach – Over 1,000 consumers were interviewed via web survey in the UK,...
Purpose – The two aims of this paper are to explore the development of trust for relationships between staff and customers in the banking sector and to investigate possible links between financial performance of relationship manager and their levels of emotional intelligence (EI) and trust....
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 extends the...
Purpose – The purpose of this paper is to explore the relationship between corporate social responsibility (CSR) and customer outcomes. Design/methodology/approach – This paper reviews the literature on CSR effects and satisfaction, noting gaps in the literature. Findings – A series of...
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