Abstract
For several decades the financial services markets have been gradually becoming more competitive as inter alia, developments in technology and deregulation have eroded the usefulness of branch networks as effective barriers to entry and created the opportunity for new players to enter the market. During this same period society has also been changing with, amongst other things, a noticeable trend towards greater consumer empowerment. In the United Kingdom, examples of greater empowerment are clearly discernible in the trends towards individuals taking responsibility for their own pension arrangements and tax return, etc. (2000) has also argued that developments in electronic online banking also have the potential to empower customers and make them more pro-active in the banker-customer relationship. Against this background of change and increased competition1, the paper reports the findings of some exploratory research into banker-customer interactions and ascertains whether inertia and passivity are still the dominant characteristics of retail banking customers.
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Howcroft, B., Hamilton, R., Hewer, P. (2004). A Study of Banker-Customer Interactions and Behavioural Loyalty in Retail Banking. In: Geberl, S., Kaufmann, HR., Menichetti, M.J., Wiesner, D.F. (eds) Aktuelle Entwicklungen im Finanzdienstleistungsbereich. Physica, Heidelberg. https://doi.org/10.1007/978-3-7908-2651-7_10
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