Maintaining engaged customer relationships in financial services / guest editor, Dr. Kristina Heinonen.

Format:

Book

Contributor:

Heinonen, Kristina, editor.

Series:

International Journal of Bank Marketing: Volume 32, Issue 6

International Journal of Bank Marketing, 0265-2323 ; Volume 32, Number 6

Language:

English

Subjects (All):

Customer relations.

Financial services industry--Marketing.

Financial services industry.

Relationship marketing.

Physical Description:

1 online resource (160 p.)

Place of Publication:

Bradford, [England] : Emerald Insight, 2014.

Language Note:

English

Summary:

The eight articles in this ebook indicate that customer relationships in the financial service sector are complex and demanding. The provider perspective of customer relationships involves to a higher extent creating relevant service offerings based on longitudinal customer insight. Also the customer-provider dyad involves new challenges such as monitoring and acknowledging passive and weak customers. The customer context - what customers do and experience in their own lives and businesses beyond service offerings - is a particular challenge since it is beyond the scope of most financial servi

Contents:

Cover; Editorial boards; Multiple perspectives on customer relationships; The added value of service provision; Antecedents of discretionary risky-service behavior: an exploratory study; Storytelling as a means to increase consumers' processing of financial information; Consumer financial anxiety; We didn't see it coming! Managerial challenges in silently fading processes; Consumer trust in banking relationships in Europe; Value proposition preferences of credit union members and patronage activity; Invisible value formation:a netnography in retail banking

Notes:

Description based upon print version of record.

Includes bibliographical references.

Description based on online resource; title from PDF title page (ebrary, viewed November 17, 2014).

ISBN:

1-78441-410-7