Purpose The aim of this paper is to explore the affective and cognitive factors that condition
banking relationships for economically vulnerable consumers and how these factors …

The quantitative analysis presented in this paper builds on a qualitative focus group study of
mobility among bank customers. The main finding from the focus group study was that …

Banks have the challenging task of managing customer experience across many traditional
and technological channels in today's financial services world. Recent studies and …

Purpose The purpose of this research is to investigate the causes of consumers' negative
attitudes toward banks. Design/methodology/approach Based on the data collected through …

According to the FCA UK definition,“a vulnerable customer is someone who, due to their
personal circumstances, is especially susceptible to detriment, particularly when a firm is not …

Purpose–The purpose of this paper is to examine how small and medium-sized, regional
financial service firms reacted to the financial crisis by helping their customers cope with …

The purpose of the study was to explore the effects of the Ghanaian banking crisis on the
customers. The study identified and uncovered what the perspective of the affected …

In the current context of ubiquitous connectedness through portable mobile devices and
services, it is important to comprehend more fully the nature of consumer/bank interactions …

Purpose–A paradigm shift in consumer confidence has taken place with the worst recession
on record forcing people to evaluate their personal and household finances. This paper …

This research examines the role of commercial banks in influencing customers' perceived
financial well-being under the basic psychological need theory and the impact of customers' …