International Journal of Bank Marketing Impact Factor & Information

Publisher: MCB University Press, Emerald

Journal description

The International Journal of Bank Marketing aims to present the latest thinking, practice and research findings on issues of current or future concern to banking and financial services marketers. The focus of the journal is in the adoption and implementation of marketing management and planning, within both the personal and corporate financial sectors. Examining the adoption of new marketing strategies and its mix and research and critical analysis, make the journal an invaluable source for both academics and corporate practitioners worldwide. Articles published in the journal are subject to double blind peer reviewing to ensure its relevance and quality.

Current impact factor: 0.00

Impact Factor Rankings

Additional details

5-year impact 0.00
Cited half-life 0.00
Immediacy index 0.00
Eigenfactor 0.00
Article influence 0.00
Website International Journal of Bank Marketing website
Other titles International journal of bank marketing (Online), Bank marketing
ISSN 0265-2323
OCLC 45258829
Material type Document, Periodical, Internet resource
Document type Internet Resource, Computer File, Journal / Magazine / Newspaper

Publisher details


  • Pre-print
    • Author can archive a pre-print version
  • Post-print
    • Author can archive a post-print version
  • Conditions
    • Voluntary deposit by author of author's pre-print or author's post-print allowed on author's personal website or Institutional repository
    • If mandated by a funding agency, the author's post-print may be deposited in any open access repository after a 24 months embargo period
    • Author's pre-print and Author's post-print not allowed on subject-based repository
    • Must link to publisher version with DOI
    • Publisher's version/PDF cannot be used
    • Published source must be acknowledged with set statement
    • Non-commercial
    • Publisher last contacted on 02/04/2013
  • Classification
    ​ green

Publications in this journal

  • International Journal of Bank Marketing 12/2016; Forthcoming.

  • International Journal of Bank Marketing 01/2016;
  • [Show abstract] [Hide abstract]
    ABSTRACT: Purpose – To map the existing patterns in the development of services innovations in financial institutions. Design/methodology/approach – The data come from a dedicated survey of banks located in Luxembourg. Executives and innovation managers reported on banks’ innovation processes for the period of 2010-2012. Findings – The study unveils four patterns of new service development processes (NSD). The problem-driven pattern starts with problem definition and represents a bank’s response to an issue. The proactivity-driven pattern commences with idea generation to explore a variety of alternatives. The market-driven pattern emphasises a profit rationale and starts with a business analysis. The strategy-driven pattern frames idea generation within the scope of business goals and starts with the development of a service concept. Most banks keep a balance between being open and closed to cooperation with external partners in the innovation process. Service concept development is the stage most open to the cooperation for innovation, while introduction to a market is the opposite. Practical implications – Banks adopt different approaches to the innovation process in order to pursue their innovation goals. Practitioners may use this knowledge in order to re-think the way they innovate. Originality/value – The unveiled mapping of NSD processes contributes to our understanding of the innovation in financial services. The findings will be valuable for innovation managers, scholars, and students.
    International Journal of Bank Marketing 01/2016;
  • [Show abstract] [Hide abstract]
    ABSTRACT: Purpose – The purpose of this paper is to delineate the impact of social context and savings attitudes on consumers’ self-reported long-term savings and discuss how these drivers can be influenced to increase an individual’s savings rate. Design/methodology/approach – An online survey was conducted among 993 German savers. A structural equation model quantified the influence of the social context and an individual’s attitudes on long-term savings behavior, as stated by consumers. Findings – Both social context constructs – subjective norms and relationship quality – exert a significant influence on the savings attitudes of perceived anxiety and perceived importance, which in turn significantly affect long-term savings. Furthermore, the results of a mediation analysis indicated that the social context only has an indirect effect on long-term savings. Research limitations/implications – The study was conducted in Germany only. Therefore, the results may not apply across cultures. In addition, the salient belief structures, access channels used, and savings product categories were not part of this study. Practical implications – The results showed that financial institutions can influence an individual’s attitudes toward long-term savings by providing a satisfying and trusted relationship. The positive effect on savings attitudes will translate to an increased long-term savings rate. According to the analysis, financial service providers can only have an indirect effect on long-term savings behavior. Originality/value – This paper delineates the impact of the social environment on long-term savings. This relationship has not been investigated in previous research. In addition, the influence of the social context within the attitudes-behavior framework for long-term savings is expounded.
    International Journal of Bank Marketing 10/2015; 33(7):922-943. DOI:10.1108/IJBM-11-2014-0168
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    ABSTRACT: Purpose – The purpose of this paper is to investigate the potential spill-over effects from negative (and positive) experiences with trading a company’s stock on shareowner-customers’ emotions and subsequent customer attitudes and behavior. Design/methodology/approach – A conceptual framework that links selling a stock for a loss (or gain), emotions, and customer attitudes and behaviors is developed. The framework is tested with data from a sample of Dutch investors that is analyzed with structural equation modeling through the partial least squares method in SmartPLS. Findings – Selling a stock for a loss vs selling a stock for a gain have different effects on shareowner-customers’ attitudes and behavior toward the company. Losses induce negative emotions which in turn result in lower satisfaction and behavioral loyalty as well as in increased propensity to complain about the company. Investment gains, however, result in more positive emotions which then lead to increased preference of the company whose stocks were traded over its competitors and increased engagement in positive word-of-mouth (WOM). Research limitations/implications – The study is focussed on shareowner-customers’ experiences with stocks of companies active in the consumer industry. Future research could address whether the results generalize to other industries. Practical implications – The findings emphasize the importance of a close collaboration between the marketing and investor relation departments. Complaints of shareowner-customers should be taken seriously and incentives to stimulate repurchases as well as those that encourage positive WOM engagement are recommended. Originality/value – This is the first study to examine possible negative spill-over effects from experiences obtained during stock trading on shareowner-customers’ attitudes and behaviors toward the stock’s company.
    International Journal of Bank Marketing 10/2015; 33(7):963-992. DOI:10.1108/IJBM-11-2014-0163
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    ABSTRACT: Purpose – While technology continues to make a dramatic and profound impact in service industries and radically shapes how services are delivered relatively little is understood about the impact of advancing technology on customers; their expectations, perceptions and behaviours. As banking enters an increasingly digitised world this study reports on the views of 667 e-banking customers with respect to the perceived potential of social media to add value in retail banking relationships. The purpose of this paper is to propose that in order to realise this opportunity requires the case bank to embrace the second-order level changes required within socio-technical theory (STT) in order that such value can be co-created between the relational parties. Design/methodology/approach – Using the lens of STT to interpret the findings drawn from the case bank’s e-banking customer base (n=5,500), it is argued that social media has the potential to fundamentally change customer-bank relationships and to add value to the way in which the parties interact with each other into the future. A survey methodology was adopted. Findings – The findings presented indicate a wide spectrum of customers actively using transactional e-banking solutions in the case bank. The findings showed that those in the 15-30 age group saw “real-time/up-to-date information” as the main gain of their bank being on Facebook while their older colleagues in the 31-60 age group had a desire for different returns (“competitions, events”). That the analysis showed that age was the only significant determinant of Facebook appropriateness for the case bank, and in the context of the age-related preferences outlined above, the issue of segmentation is strongly highlighted. Originality/value – This study contributes to the academic domain through a rare application of STT in a service context, offers implications for practice and highlights important areas for future research, inter alia; the role for new media in banking relationships, the impacts of new media on bank staff roles, where value now accrues in bank-customer communication, where social media fits in the promotional mix and relational strategies of banks and what are the issues emerging at the social-technical interface between both customers and staff and new technology and media.
    International Journal of Bank Marketing 10/2015; 33(7):944-962. DOI:10.1108/IJBM-01-2015-0014
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    ABSTRACT: Purpose – Customer loyalty is crucial for firms to generate positive returns. Creation of customer loyalty is a challenge for service firms because switching service firms can represent a risk. The purpose of this paper is to examine how wealth managers select and implement corporate social responsibility (CSR) and service innovation strategies to influence customer loyalty. Design/methodology/approach – A review of the related literature indicated that scant studies have determined the meanings and outcomes of CSR and service innovation. Therefore, the roles of CSR and innovation were examined in this study to evaluate how these factors affect customer loyalty in a wealth management context. The authors evaluated customer advocacy, relationship quality, and relationship value as mediating variables, and formulated six hypotheses. Data were collected using a questionnaire survey distributed to wealth management customers in Taiwan. All the hypotheses were verified using a structural equation model and data collected from the respondents. Findings – The results indicated that relationship quality and value are positively related to customer loyalty, and customer advocacy is positively related to both relationship quality and value. In addition, CSR and service innovation are positively related to customer advocacy. Research limitations/implications – This research was limited to collecting data related to specific service providers, and therefore consumers in other countries should be examined to test the robustness of the theoretical model. The results of analyses conducted on other industries and in other countries might differ. Practical implications – In the wealth management service context, CSR and service innovation capabilities contribute to customer advocacy, which can achieve superior relationship quality, relationship value, and customer loyalty. Originality/value – This paper contributes to investigations on the effect of CSR and service innovation on customer loyalty by adopting customer advocacy, relationship quality, and relationship value as mediators.
    International Journal of Bank Marketing 09/2015; 33(6):823-839. DOI:10.1108/IJBM-09-2014-0130
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    ABSTRACT: Purpose – The purpose of this paper is to explore the effect of Islamic religiosity on consumer attitudes toward Islamic banking in Egypt. Design/methodology/approach – The study utilizes a mixed-methods approach, employing both qualitative in-depth interviews and quantitative surveys. Findings – The main findings of the study show that religiosity has an impact on consumer attitudes toward Islamic banking in Egypt. Major religiosity clusters were identified from the sample and these were associated with attitudes toward Islamic banking. Practical implications – The findings of this research are of practical importance for marketers in Islamic banks, as they reflect on the likely role religiosity would play in shaping the attitudes of potential customers toward their products. Thus, marketers can use the religiosity scale in measuring intention to use their banking services. Originality/value – The study was implemented in Egypt, where the volume of research on this topic is very limited; thus the context of the study is of value to researchers and practitioners and it can serve as a base for future studies in the Middle East region.
    International Journal of Bank Marketing 09/2015; 33(6). DOI:10.1108/IJBM-02-2015-0024?journalCode=ijbm
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    ABSTRACT: Purpose – The purpose of this paper is to examine the relations between salespeople’s empathy and listening behaviour and the relationship quality (RQ) customers have with their banks, taking into consideration the moderating effect of felt stress (FS) experienced by salespeople. The paper examines specific effects of FS on factors related to a salesperson’s performance. Design/methodology/approach – To examine the proposed model, responses from 150 customers were collected and matched with responses from 25 salespeople working at a major ba'nk in Chile. The paper analysed the dyadic data gathered using two analysis techniques. Structural equation modelling was employed to test the relationships proposed at the customer level. Moreover, hierarchical linear modelling was used to test the moderating effect of FS, measured at the salesperson level, on the proposed relationships. Findings – The results show that customers’ perceptions of salespeople’s listening behaviour mediate the relationship between customers’ perception of salespeople’s empathy and RQ with the bank. Moreover, the positive relationship between salespeople’s empathy and salespeople’s listening behaviour, and the positive relationship between salesperson’s listening and customer’s RQ with bank are attenuated by the salesperson’s FS. Originality/value – This paper examined the effects of the salesperson’s empathy and listening behaviour on the quality of customer relationships with the bank. Moreover, dyadic data show that such effects are influenced by variables related to the bank’s salespeople, such as FS. The findings show that under high FS conditions, salespeople with high listening skills will have negative effects on their customers’ RQ with the bank.
    International Journal of Bank Marketing 09/2015; 33(6):692-716. DOI:10.1108/IJBM-06-2014-0076
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    ABSTRACT: Purpose – The purpose of this paper is to focus on the lack of financial literacy as one probable factor explaining the low levels of portfolio diversification. The authors consider distinct aspects of financial literacy and control for socioeconomic and behavioral differences among individual groups of investors. Design/methodology/approach – The proposed models in this paper use multivariate analysis to examine the relationship between financial literacy and portfolio diversification. Investors’ biases have been measured by means of a questionnaire comprising several items, including indicators of investors’ portfolio fragmentation, financial literacy and socio economic variables. The sample consists of 256 small investors actively trading on the Tunisian stock market. Findings – The results suggest that investors’ experience, financial literacy level, age, their use of the availability heuristic, familiarity bias and portfolio size, have a significant impact on the diversity of assets included their portfolios. Research limitations/implications – The main limitation of the empirical study is the small size of the sample. A larger sample would have given more reliable results and could have enabled a wider range of analyzes. Practical implications – The paper encourages investors to make their investments decisions based on their financial capability and experience levels and to avoid relying on their sentiment. Social implications – The paper encourages governmental organizations to establish training programmes aimed to develop the individual investor’s financial literacy level. Originality/value – The current study is the first of its kind focusing on the link between financial literacy and portfolio diversification, within the specific context of Tunisia.
    International Journal of Bank Marketing 09/2015; 33(6):808-822. DOI:10.1108/IJBM-03-2015-0032
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    ABSTRACT: Purpose – The purpose of this paper is to propose the application of artificial neural networks (ANN) to predict overall bank customer satisfaction and to prioritize influencing factors on customer satisfaction. Design/methodology/approach – Data are collected from 436 randomly selected customers at ten different branches of an Iranian bank using a questionnaire consisting of 51 questions. An exploratory factor analysis (EFA) is done on the collected data to determine those factors that influence customer satisfaction. A multilayer perceptron ANN model is developed using the factor scores from the EFA. The ANN model is trained and validated to predict overall bank customer satisfaction. In addition, a linear regression model is developed to predict customer satisfaction. Prediction accuracy of the ANN model is compared with that of the linear regression model. The developed ANN is then used to compare sensitivity of customer satisfaction to each influencing factor. Findings – Nine different influencing factors are extracted by EFA. The factors include Fees and Loans, Prompt Service, Appearance, Technological Service, Responsiveness, Reliability and Trustworthiness, Employees’ Attitudes and Behaviors, Accessibility to Bank and Availability of Service, and Interest Rates. Training and validation results show that the ANN model has 73 percent higher accuracy compared to the linear regression model in predicting overall bank customer satisfaction. Factor prioritization results show that Fees and Loans, Appearance, and Prompt Service have the highest impact on customer satisfaction, respectively; interest rate and accessibility to bank and availability of service are the least dominant factors influencing overall bank customer satisfaction. Practical implications – This study proposes a more reliable and accurate methodology to predict customer satisfaction when compared with regression-based methods. ANN can also be utilized by bank management systems to prioritize different influencing factors that affect the satisfaction level of bank customers. Originality/value – This paper advances the knowledge on bank customer satisfaction by proposing application of artificial intelligence methods. A case study is discussed and results of the application of an ANN are compared with those of a commonly used statistical regression model.
    International Journal of Bank Marketing 09/2015; 33(6):717-732. DOI:10.1108/IJBM-06-2014-0070