This paper analyses the relationships between corporate social responsible employees, suppliers and customer value co-creation behaviour in banking industry. More detail it aims to investigate mediating effect of relationship marketing orientation responsibility (CSR) activities behaviour. Data collected from 383 customers are analysed through smart partial least square (PLS). The results highl...

Introduction / purpose Knowing your customers and being able to provide what satisfies them is a critical issue for today’s service providers and at the core of today’s marketing paradigm. Knowledge of consumer behaviour helps in effective segmentation and in creating successful service offers. However, consumer behaviour varies across industries and is considered to be multidimensional (Zeitha...

With the introduction of self-service in the financial sector there have been made many assumptions about customer behaviour. Both practitioners and researchers have examined and proposed heuristics for distinguishing self-service customers from other customers. In banking this divide is usually made between Internet segments and branch segments (e.g. Mols, 1999). This paper is part of a resear...

A potential objective of every financial organization is to retain existing customers and attain new prospective customers for long-term. The economic behaviour of customer and the nature of the organization are controlled by a prescribed form called Know Your Customer (KYC) in manual banking. Depositor customers in some sectors (business of Jewellery/Gold, Arms, Money exchanger etc) are with h...

Channel management is one of CRM systems component much influenced by the behaviour of customers in relation to its implementation and use. The consumers’ behaviours, preferences, perceptions and expectations are crucial for the implementation and use of channel management. Customers’ contacts with the organization’s multi-channels can occur at several touch points throughout the customer lifec...

The purpose of the research is to find out the impact of economic recession on customer loyalty to banks in the UK. This aim has been reached using methods of statistical analysis and through investigation of primary and secondary data. The methods of analysis that were implemented in the research included regression and correlation analysis of variance as well as chi-square tests. The data has...

Data breaches represents a major source of worries (and economic losses) for customers and service providers. We introduce a data breach model that recognizes that breaches can take place on the customer’s premises as well as on the service provider’s side, but the customer bears the economic loss. In order to induce the service provider into investing in security, a regulatory policy that appo...

Abstract Since the smartphone market is an oligopoly structure, consumer purchase intention usually driven by brand preference. This research analyses customer-to-customer of second-hand smartphones, pointing out how factor affects consumers’ purchasing behaviour. It found that recovery value and life cycle Apple smartphones are higher longer than those other brands. Moreover, significantly deb...

Despite significant efforts by merchants, card issuers and law enforcement to curb fraud, online fraud continues to plague electronic commerce web sites. More advanced solutions are desired to protect merchants from the constantly evolving problem caused by fraud. The supervised machine learning technique for the most well known fraud detection algorithms makes them inadequate for an online sys...

With the increased popularity of Questions and Answers (Q&A) platforms, especially as a means to efficient customer support management, a lot of research has been carried out in order to study the user behaviour on Q&A sites. However, many research questions remain unanswered, as the underlying dynamics of replying in online communication platforms are not yet fully understood. One reason for t...