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Retaining customers in UK financial services: The retailers' tale

https://doi.org/10.1080/02642060500237478
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What this work says

Outgoing claims: the papers this work cites, builds on, or argues with.

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Relationship Marketing: The Strategy Continuum
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Harvard business review
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Harvard business review
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Integrating brand development and relationship marketing
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Is your brand's loyalty too much, too little, or just right?: Explaining deviations in loyalty from the Dirichlet norm
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Retail relationships and store loyalty: A multi-level perspective
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Learning in the Field: An Introduction to Qualitative Research, edited by Gretchen B. Rossman and Sharon F. Rallis. Sage, Beverley Hills, 1998.
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Contact management and customer loyalty
inferredcites →https://doi.org/10.1057/palgrave.jt.5740051openalex-snapshot
Customer retention: A usage segmentation and customer value approach
inferredcites →https://doi.org/10.1080/02642069300000006openalex-snapshot
Delivering Customer Satisfaction within the SME Client-Banker Relationship
inferredcites →https://doi.org/10.1080/02642069900000009openalex-snapshot
Marketing Culture and Performance in UK Service Firms
inferredcites →https://doi.org/10.1080/0267257x.1994.9964283openalex-snapshot
Quo Vadis, marketing? Toward a relationship marketing paradigm
inferredcites →https://doi.org/10.1080/0267257x.1994.9964304openalex-snapshot
Close to the customer: But is it really a relationship?
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A model of internal marketing for building and sustaining a competitive service advantage
inferredcites →https://doi.org/10.1080/0267257x.1995.9964333openalex-snapshot
Organizational positioning in retail financial services
inferredcites →https://doi.org/10.1080/0267257x.1995.9964335openalex-snapshot
A practical approach to maximizing customer retention in the credit card industry
inferredcites →https://doi.org/10.1080/0267257x.1996.9964413openalex-snapshot
Art or science?: Fifty years of marketing debate 1
inferredcites →https://doi.org/10.1080/0267257x.1996.9964418openalex-snapshot
Harnessing the power of database marketing
inferredcites →https://doi.org/10.1080/0267257x.1997.9964485openalex-snapshot
“Relationship marketing” and the “markets‐as‐networks approach”—a comparative analysis of two evolving streams of research
inferredcites →https://doi.org/10.1080/0267257x.1997.9964492openalex-snapshot
Intimacy or intrusion? The privacy dilemma for relationship marketing in consumer markets
inferredcites →https://doi.org/10.1080/09652540210125260openalex-snapshot
The relationship between employees' perceptions of organizational climate and customer retention rates in a major UK retail bank
inferredcites →https://doi.org/10.1080/713775729openalex-snapshot
Customer retention: a potentially potent marketing management strategy
inferredcites →https://doi.org/10.1108/00251749610110355openalex-snapshot
Image problems with financial services: some considerations for improvement
inferredcites →https://doi.org/10.1108/00251749710169675openalex-snapshot
Modelling the impact of customer‐employee relationships on customer retention rates in a major UK retail bank
inferredcites →https://doi.org/10.1108/02634500210428003openalex-snapshot
Customer retention management: a reflection of theory and practice
inferredcites →https://doi.org/10.1108/02634509810199517openalex-snapshot
Mail myopia: or examining financial services marketing from a brand commitment perspective
inferredcites →https://doi.org/10.1108/02652329910269239openalex-snapshot
Employee commitment in retail banking: identifying and exploring hidden dangers
inferredcites →https://doi.org/10.1108/03090569310042936openalex-snapshot
Consumer Behaviour as an Evolutionary Process
inferredcites →https://doi.org/10.1108/03090569410057281openalex-snapshot
The Consumer Rules?
inferredcites →https://doi.org/10.1108/08858620410523981openalex-snapshot
The relationship marketing process: communication, interaction, dialogue, value
inferredcites →https://doi.org/10.1108/09564239410051911openalex-snapshot
HRM – A Service Perspective
inferredcites →https://doi.org/10.1108/09564239410074349openalex-snapshot
Making Relationship Marketing Operational
inferredcites →https://doi.org/10.1111/j..2003.00289.xopenalex-snapshot
Strategically embedding CRM
inferredcites →https://doi.org/10.1111/j.1467-8551.1996.tb00115.xopenalex-snapshot
New Organizational Forms for Competing in Highly Dynamic Environments: the Network Paradigm
inferredcites →https://doi.org/10.1111/j.1467-8551.1996.tb00116.xopenalex-snapshot
The Impact of Service Quality and Service Characteristics on Customer Retention: Small Businesses and their Banks in the UK1
inferredcites →https://doi.org/10.1142/9789814287067_0013openalex-snapshot
Manage Marketing by the Customer Equity Test
inferredcites →https://doi.org/10.1177/002224299205600402openalex-snapshot
The Changing Role of Marketing in the Corporation
inferredcites →https://doi.org/10.1177/0092070303031003005openalex-snapshot
The Effect of Management Commitment to Service Quality on Employees' Affective and Performance Outcomes
inferredcites →https://doi.org/10.1177/009207039502300403openalex-snapshot
Building Service Relationships: It's all about Promises
inferredcites →https://doi.org/10.1300/j366v01n01_05openalex-snapshot
Relationship Marketing of Services Perspectives from 1983 and 2000
inferredcites →https://doi.org/10.1362/026725700785046001openalex-snapshot
Transactional or Relationship Marketing: Detenninants of Strategic Choices
inferredcites →https://doi.org/10.1362/026725700785100406openalex-snapshot
Reconsidering the Relationship Analogy
inferredcites →https://doi.org/10.1362/026725700785100497openalex-snapshot
Relationship Quality and Customer Retention through Strategic Communication of Customer Skills
inferredcites →https://doi.org/10.1362/026725799785037067openalex-snapshot
The Utility of the Relationship Metaphor in Consumer Markets: A Critical Evaluation
inferredcites →https://doi.org/10.1509/jmkg.67.4.30.18685openalex-snapshot
Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development
inferredcites →https://doi.org/10.17786/jsmopenalex-snapshot
Journal of Strategic Management
inferredcites →https://doi.org/10.2307/1251946openalex-snapshot
The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships
inferredcites →https://doi.org/10.2307/1252096openalex-snapshot
Charting New Directions for Marketing
inferredcites →https://doi.org/10.2307/1252308openalex-snapshot
The Commitment-Trust Theory of Relationship Marketing
inferredcites →https://doi.org/10.4135/9781446252062openalex-snapshot
Relationship Marketing: Theory and Practice
inferredcites →https://doi.org/10.4135/9781446252062.n6openalex-snapshot
Retail Banking
inferredcites →https://doi.org/10.4324/9780080516042openalex-snapshot
Relationship Marketing
inferredcites →https://doi.org/10.4324/9780080942360openalex-snapshot
The Practice of Management
inferredcites →https://doi.org/10.5281/zenodo.14579729openalex-snapshot
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality

What points at this work

Incoming claims: where this work appears in other papers’ reference lists and arguments.

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Investigating Depositors Influence on Executive Compensation in Malawian Banking Industry
inferred← citeshttps://doi.org/10.1007/978-1-349-92401-1_13openalex-snapshot
Marketing strategies in financial services
inferred← citeshttps://doi.org/10.1007/978-1-349-92401-1_6openalex-snapshot
Information regarding marketing financial services
inferred← citeshttps://doi.org/10.1016/j.jretconser.2007.02.001openalex-snapshot
Acquiring and retaining customers in UK banks: An exploratory study
inferred← citeshttps://doi.org/10.1016/j.techfore.2023.122972openalex-snapshot
Can transactional use of AI-controlled voice assistants for service delivery pickup pace in the near future? A social learning theory (SLT) perspective
inferred← citeshttps://doi.org/10.1017/mor.2021.21openalex-snapshot
De-Linking From Western Epistemologies: UsingGuanxi-Type Relationships to Attract and Retain Hotel Guests in the Middle East
inferred← citeshttps://doi.org/10.1080/02642060902749500openalex-snapshot
Cross-buying evaluations in the retail banking industry
inferred← citeshttps://doi.org/10.1080/08853134.2021.1967757openalex-snapshot
Ambidextrous selling: a systematic review and synthesis of theories, themes, and methodologies
inferred← citeshttps://doi.org/10.1080/09593960601132300openalex-snapshot
The more, the merrier? An exploratory study into managing channels in UK financial services
inferred← citeshttps://doi.org/10.1108/13522750810901529openalex-snapshot
To have and to hold: managing channels in UK high street financial services
inferred← citeshttps://doi.org/10.1108/ijqrm-04-2016-0049openalex-snapshot
Quality in bank service encounters
inferred← citeshttps://doi.org/10.1287/mnsc.1110.1344openalex-snapshot
When Acquisition Spoils Retention: Direct Selling vs. Delegation Under CRM
inferred← citeshttps://doi.org/10.2478/mdke-2026-0013openalex-snapshot
The Effect of Service Quality on Customer Retention: Insights from Travel Agency Managers in the KRI
inferred← citeshttps://doi.org/10.29121/granthaalayah.v5.i7.2017.2157openalex-snapshot
CUSTOMER RETENTION: A STUDY ON INDIAN BANKS
inferred← citeshttps://doi.org/10.6007/ijarbss/v8-i2/3979openalex-snapshot
The Influence of Relationship Marketing Orientation (RMO) on Customer Retention in Travel Agency Services
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