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Cited by 20Customer Service Quality and LoyaltyService and Product InnovationConsumer Behavior and Marketing Influence

Adding value to retail financial services

Devlin, James F.·1997·Journal of Marketing Practice: Applied Marketing Science
DOI 10.1108/eum0000000004461
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Abstract

Explores practitioner views as to how to formulate strategies for adding value and, hence, gain competitive advantage, given the characteristics of many services and the resultant implications for consumer evaluation of offerings. In particular, the case of retail financial services exhibiting increased complexity, intangibility and impalpability in the eyes of most consumers. Finds that the features and quality of the core service provided are judged by managers to be more important in adding value to more complex services, as are organisational factors such as image and reputation. Price is perceived to be significantly more important in adding value to more simple, rather that complex, offering. Presents conclusions and explores managerial implications.

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Crossref · 10.1108/eum0000000004461

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32 of 32 references verified0 citation errors · 0 not checkable

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  • Several studies stressed the relevance of financial service company's reputation/image, service quality performance, fairness, and affective experiences as strategic factors in explaining customer retention, repurchase intentions and loyalty.

    “Several studies have stressed the relevance of financial service company’s reputation/image (Boyle 1996; Worcester 1997; Devlin 1997; Nguyen and LeBlanc 2002; Wang et al. 2003), service quality performance (Siddiqui and Sharma 2010; Tsoukatos and Rand 2006), fairness (Page and Fearn 2005) and affective experiences (Hellier et al. 2003; Taylor 2001) as strategic factors in explaining customer reten”

    From Health insurance policy renewal: an exploration of reputation, performance, and affect to understand customer inertia (2022) · cites this paper as Devlin 1997

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Authors
Devlin, J. F.
Affiliations
City, University of London (GB)
Corresponding author
Devlin, James F.
ORCID
Devlin, James F.
Venue
Journal of Marketing Practice: Applied Marketing Science
Publisher
Emerald
Published
1997-12
Volume
3
Issue
4
Pages
251-267
ISSN
1355-2538 (ISSN-L)
DOI
10.1108/eum0000000004461
OpenAlex
W1987494682
Cited by
20
References
31
Citations by year
2024: 1 · 2021: 4 · 2018: 3 · 2017: 1 · 2014: 1 · 2012: 1
FWCI
0.78
Type
journal article
Language
en
Open access
closed
Locations
Journal of Marketing Practice Applied Marketing Science (publishedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
  • Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
  • Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior and Marketing Influence
Keywords
retail financial services, value creation, competitive advantage, service complexity, intangibility, service quality, consumer perception, price perception, service strategy

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