Purpose While technological advances have been changing the way that services are
delivered to customers, direct interaction between banks' front-line staff and customers still …

Which type of managerial control makes bank contact employees more likely to perform so
called prosocial behavior toward their customers (ie behaviors which contribute to the bank's …

Purpose Based upon social exchange theory, this study investigates the mediating effect of
consumers' trust in banking industry frontline employees on two relationships:(1) the relation …

Purpose Within the retail banking sector, the customer-centric business model has become
an important and new business trend in recent years. The enhancement of the frontline …

Purpose This study aims to identify the factors that influence customer satisfaction in the
banking sector from the perspective of employee characteristics. More specifically, this study …

Purpose Financial service workers' etiquette and creativity have been less mentioned in the
research on bank marketing. The purpose of this paper is to examine the mediating effects of …

Purpose The purpose of this paper is to examine how service employee's perceived
customer participation influences beneficial deep acting behaviors among service personnel …

The article is one in a series that offers a fresh look at the paradigmatic shifts being
experienced by the traditional, government supported banking establishments, especially …

Purpose The purpose of this paper is to advance research on the relationship between
customer experience and customer loyalty by exploring the serially mediating roles of brand …

Purpose There is considerable research examining the consequences and contingency
factors of customer participation in the service encounter. In comparison, there is …