Past, present and future of bank marketing: a bibliometric analysis of International Journal of Bank Marketing (1983–2020)

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Satish Kumar ◽  
Jing Jian Xiao ◽  
Debidutta Pattnaik ◽  
Weng Marc Lim ◽  
Tareq Rasul
Keyword(s):  
Bibliometric Analysis ◽  
Financial Services ◽  
Service Failure ◽  
Objective Assessment ◽  
Intellectual Structure ◽  
Content Type ◽  
Service Failure And Recovery ◽  
One Stop ◽  
Bank Marketing

PurposeThis study aims to provide an overview of bank marketing through a retrospection of the International Journal of Bank Marketing (IJBM), the leading journal for bank marketing.Design/methodology/approachThis study conducts a bibliometric analysis to analyze the performance and intellectual structure of bank marketing literature curated through IJBM between 1983 and 2020.FindingsThis study sheds light on the growing influence and impact of IJBM on the field of bank marketing through six major clusters (themes): relationship marketing and service quality in banking and financial services, consumer behavior in banking and financial services, customer satisfaction and loyalty in banking and financial services, electronic or online banking and financial services, Islamic banking and financial services, and service failure and recovery in banking and financial services.Research limitations/implicationsThough this study offers a state-of-the-art overview of bank marketing through the lens of IJBM, the insights remain limited to the accuracy and availability of bibliographic data of the journals from Scopus.Originality/valueTo the best of the authors' knowledge, this study represents the first objective assessment of bank marketing and IJBM. Thus, this study should be useful to past and prospective authors, editorial board members, editors, readers and reviewers to gain a one-stop understanding about bank marketing through the contributions of IJBM.

Explanation information and source in service recovery initiatives

2014 ◽  
Vol 28 (4) ◽  
pp. 311-318 ◽  
Author(s):  
Thomas Baker ◽  
Tracy Meyer
Keyword(s):  
Source Credibility ◽  
Positive Impact ◽  
Service Failure ◽  
Empirical Studies ◽  
Service Recovery ◽  
Positive Outcome ◽  
Frontline Employees ◽  
Full Account ◽  
Content Type ◽  
Service Failure And Recovery

Purpose – The purpose of this paper is to specifically consider two interactional aspects that are likely to contribute to the success of an explanation of why a service failed: the adequacy of information provided and role of the person providing the information. Design/methodology/approach – Two empirical studies were conducted using a between-subjects 2 (information: low vs high) × 2 (employee: frontline vs manager) experimental design. The first study was designed to better understand when the information provided might have a more positive impact on the customer. The second study was conducted to understand why the effects exist. Findings – In Study 1, an interaction effect was seen that suggests that the most positive outcome is when the manager (vs the frontline employee) provides a full explanation (vs limited explanation) of the mishap. Results from Study 2 indicate that source credibility is in play. Research limitations/implications – Participants were asked to respond to service failure and recovery scenarios using the same service context. The means of the outcome variables suggest that the recovery effort could be improved upon with other methods. Practical implications – Contrary to suggestions that frontline employees be responsible to resolve service failures, our studies reveal that service recovery initiatives involving an explanation only are best received when the manager provides the customer a full account of what went wrong. Originality/value – This research provides empirical evidence of when and why more information regarding the cause of a service failure is most positively received by the customer.

A bibliometric review of International Marketing Review (IMR): past, present, and future

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Naveen Donthu ◽  
Satish Kumar ◽  
Debidutta Pattnaik ◽  
Neeraj Pandey
Keyword(s):  
Export Performance ◽  
Objective Assessment ◽  
International Marketing ◽  
Business Environment ◽  
Primary Objective ◽  
Global Business ◽  
Content Type ◽  
Bibliographic Data ◽  
Bibliometric Review

PurposeThe primary objective of this endeavour is to form a retrospective overview of the International Marketing Review (IMR) and map its way forward.Design/methodology/approachA range of bibliometric techniques has been employed to analyse the performance of IMR and its stakeholders, map the evolution of its thematic and intellectual structures and analyse the factors driving IMR's academic influence and impactFindingsIMR's academic contributions, influence and impact have grown progressively. The thematic structure of the journal has evolved into six clusters. Simultaneously, its research fronts have submerged to six bibliographic clusters, noted as marketing channels, cross-cultural impact on emerging markets, export performance, country of origin (COO), online consumers and global business environment. Among these, the first four are still evolving, suggesting scope for future submissions.Research limitations/implicationsThe limitation of this endeavour largely arises from its selection of bibliographic data being confined to Scopus.Originality/valueTo the best of the authors’ knowledge, this is the first objective assessment of the journal, useful to its authors, readers, reviewers and editorial board.

Emerging trends in digital transformation: a bibliometric analysis

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Raghu Nandan Chawla ◽  
Praveen Goyal
Keyword(s):  
Bibliometric Analysis ◽  
Business Models ◽  
Digital Technologies ◽  
Citation Network ◽  
Digital Transformation ◽  
Intellectual Structure ◽  
Future Research ◽  
Strategic Decisions ◽  
Content Type ◽  
Research Areas

PurposeUbiquitous digital technologies are driving organisations to embrace non-traditional digitally transformed business models incessantly. Heterogeneous literature contributions have resulted in a spur in the research related to business transformation driven by digital technologies in recent years; consequently, the research under the digital transformation (DT), even though becoming a hotspot, remains very fragmented. The authors endeavour to holistically present the literature's intellectual structure under DT as a concept, its evolving journey and the emerging research streams in the business and management domains using the techniques of bibliometric analysis.Design/methodology/approachBy performing bibliometric analysis on 234 research articles published over the last 20 years in the DT domain, retrieved from Thompson Reuters Web of Science TM, this study culls out thorough insights from the citation, co-citation and keyword analysis. Further emerging research streams were evaluated using VOSviewer software.FindingsThe study depicts an overall incremental trend of year-on-year publications, authors' performance, publication journals, associated institutions and research driving countries, along with key insights from co-citation network analysis. Furthermore, the study evaluates four research areas – organisational impacts, applied applications and insights, operational processes and social aspects, comprising eighteen research streams that comprehensively cover-up research under the DT domain.Research limitations/implicationsThe study contributes to the literature of DT by amalgamating the status of the present research, but more importantly, by deriving the research areas and research streams, which can be further expanded by researchers as future research streams.Practical implicationsFor the practitioners, the study aims to act as a ready reckoner repository with practice-oriented literature references to facilitate them building knowledge and taking effective strategic decisions to harness the benefits of DT more proficiently.Originality/valueThis study illustrates the bibliometric structure of the DT literature and presents insights from the growth of the literature year-on-year.

scholarly journals A bibliometric analysis of greenwashing research: a closer look at agriculture, food industry and food retail

2021 ◽  
Vol 123 (13) ◽  
pp. 547-560
Author(s):  
Antonio Montero-Navarro ◽  
Thais González-Torres ◽  
José-Luis Rodríguez-Sánchez ◽  
Rocio Gallego-Losada
Keyword(s):  
Bibliometric Analysis ◽  
Food Industry ◽  
The Body ◽  
Intellectual Structure ◽  
Food Retail ◽  
Content Type ◽  
Academic Literature ◽  
Body Of Knowledge ◽  
Major Development ◽  
The Impact

PurposeThis paper aims at providing an overview and synthesis of the existing body of knowledge about greenwashing. Special attention is paid to the articles directly linked with agriculture, food industry and food retail.Design/methodology/approachA bibliometric analysis was performed over 351 documents extracted from the WoS database, using SciMAT and VOSviewer software programs.FindingsThree periods in the academic literature about greenwashing can be distinguished: ground-setting (2003–2010), trail-blazing (2011–2015) and remarkable growth (2016–2020). Along this evolution, a body of knowledge which stemmed from the literature about CSR has achieved a major development, deploying different research lines such as stakeholders' management, marketing and communication and audit. A specific analysis of the academic literature about greenwashing in agriculture, food industry and food retail has been carried out, showing a need for further development.Social implicationsThe development of scientific knowledge about greenwashing puts this social claim on the spotlight of business management studies, helping to fight greenwashing and, this way, to reduce the environmental impact of corporate activities. Studying greenwashing will help to reduce its frequency and, therefore, heal the planet.Originality/valueSome previous studies have provided systematic reviews of the literature using different approaches, but they did not untangle the intellectual structure and the evolution of the body of research about greenwashing. This article originally provides a thorough analysis of these aspects, as well as a closer look at the impact of greenwashing practices in the academic literature regarding agriculture, food industry and food retail.

Leading school change and improvement

2019 ◽  
Vol 57 (6) ◽  
pp. 635-657 ◽  
Author(s):  
Jasna Kovačević ◽  
Philip Hallinger
Keyword(s):  
School Improvement ◽  
Knowledge Base ◽  
Bibliometric Analysis ◽  
Educational Administration ◽  
School Change ◽  
Descriptive Analysis ◽  
Intellectual Structure ◽  
Content Type ◽  
1960S And 1970S ◽  
Basic Features

Purpose The purpose of this paper is to quantitatively document and synthesize the knowledge base on leading school change and improvement (LSCI). Design/methodology/approach The authors employed bibliometric analysis to evaluate 1,613 SCOPUS-indexed documents on LSCI published between 1960 and the end of 2017. In addition to descriptive analysis of basic features of the knowledge base, the review also employed citation and co-citation analyses of authors, journals and documents. Author co-citation analysis (ACA) was used reveal the intellectual structure of the LSCI literature. Findings The growth trajectory of LSCI research began with low levels of publication during the 1960s and 1970s, followed by steady and then accelerating growth in subsequent decades. Citation analyses highlighted key journals, authors and documents in this field, while ACA identified four research streams or Schools of Thought that comprise the LSCI knowledge base: transformational leadership for school improvement, instructional leadership for school improvement, shared leadership for change and school improvement, school improvement. Originality/value The review offers empirical documentation of the changing intellectual structure of the one of the key lines of inquiry that emerged in the field of educational administration over the past six decades. More broadly, the review illustrates the benefits of bibliometric analysis as a tool capable of illuminating critical features that bear upon knowledge accumulation in a line of inquiry, or a broader discipline.

The impact of affective orientation on bank preference as moderated by cognitive load and brand story style

2019 ◽  
Vol 37 (5) ◽  
pp. 1334-1349
Author(s):  
Danny Tengti Kao ◽  
Pei-Hsun Wu
Keyword(s):  
Cognitive Load ◽  
Financial Services ◽  
Brand Preference ◽  
Content Type ◽  
Segmentation Strategy ◽  
Orientation Scale ◽  
Bank Marketing ◽  
The Impact ◽  
Affective Orientation ◽  
Brand Preferences

Purpose The competition among banks in Taiwan is fierce. The financial services offered by banks are highly similar and banks attempt to devise a variety of marketing campaigns to gain brand preferences of bank clients. However, little research regarding bank marketing has applied the segmentation strategy to precisely target bank clients. The purpose of this paper is to explore the moderating roles of cognitive load and brand story style in the impact of bank clients’ affective orientation on brand preference of bank clients. Design/methodology/approach A total of 216 participants who have bank accounts in Taiwan were randomly assigned to a 2 (brand story style: underdog vs top dog) × 2 (cognitive load: low vs high) factorial design. An ANOVA was conducted to examine the interaction effects of affective orientation, cognitive load and brand story style on the brand preference of bank clients. Affective orientation of participants was measured by Affective Orientation Scale. Findings Results demonstrate that for bank clients with low and high affective orientation, advertisements characterized by cognitive load (low vs high) and brand story style (underdog vs top dog) will elicit differential brand preferences of bank clients. Originality/value This is the first research to examine the moderating effects of bank clients’ affective orientation, cognitive load and brand story style on brand preferences of bank clients. Specifically, this research takes up the call to apply bank clients’ personality traits to examine the impact of bank marketing on brand preferences of banks.

Reasons to switch: empowered vs less powerful bank customers

2019 ◽  
Vol 37 (6) ◽  
pp. 1441-1461 ◽  
Author(s):  
Jeanette Carlsson Hauff
Keyword(s):  
Service Provider ◽  
Financial Services ◽  
Online Survey ◽  
Financial Institution ◽  
Service Failure ◽  
Survey Methods ◽  
Mediating Effect ◽  
Switching Behavior ◽  
Content Type ◽  
Consumer Switching

Purpose The purpose of this paper is to contribute to the existing literature of driving and impeding switching factors by operationalizing the catalyst factor of perceived power among customers. Acknowledging the importance of trust in a financial context, a trust-based framework for the analysis is used. The study explicitly analyzes factors of importance for subsequent switching of banks for empowered customers (i.e. savers) and low-on-power customers (i.e. borrowers). Design/methodology/approach The study measures factors driving or impeding switch of service provider, together with measures of trust and power using online survey methods. The sample is intended to focus on savers and borrowers, defined quantitatively as well as perception wise. Through a multi-group SEM analysis, differences between the samples of savers and borrowers are analyzed. The dependent variable was in both cases inclination to switch. Findings The paper manages to define differences between empowered and less empowered customers, such as borrowers and savers. The mediating effect of trust prevails only for borrowers: here, the only effect on switching behavior stems from a full mediation of stability through trust. For savers, direct influences of both service failure and lack of involvement on trust are of major importance. The importance of trust, however, is lacking; for the sample of savers, the link between trust and switching behavior is insignificant. Practical implications The results may be used as a tool box in order to address consumer switching behavior and mobility in the financial services market. The biggest obstacle for switching banks among savers is the low level of involvement. This has clear implications regarding how to increase switching, e.g., by raising interest. Focusing instead on borrowers, stability of the chosen financial institution turned out to be the most important factor. Originality/value This paper introduces a view on consumer switching behavior, taking into account differences regarding service provider relations (empowered savers vs less empowered borrowers) and the importance of trust in these two settings. The paper introduces trust as a mediator between switching behavior and four determinants: stability, personal relations, service failure and internet-related issues, and involvement.

scholarly journals Research patterns and intellectual structure of Managerial Auditing Journal: a retrospective using bibliometric analysis during 1986-2019

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Satish Kumar ◽  
Nitesh Pandey ◽  
Bruce Burton ◽  
Riya Sureka
Keyword(s):  
Bibliometric Analysis ◽  
Internal Control ◽  
Temporal Analysis ◽  
Intellectual Structure ◽  
Collaboration Network ◽  
Content Type ◽  
The Usa ◽  
Scopus Database ◽  
The Uk ◽  
Prolific Authors

Purpose The Managerial Auditing Journal (MAJ) started publication in 1986 and celebrates its 35th year of publication in 2020. The purpose of this study is to provide a detailed bibliometric analysis of the journal’s primary trends and themes between 1986 and 2019. Design/methodology/approach This study uses the Scopus database to analyse the most prolific authors in the MAJ along with their affiliated institutions and countries; the work also identifies the MAJ articles cited most often by other journals. A range of bibliometric devices is applied to analyse the publication and citation structure of MAJ, alongside performance analysis and science mapping tools. The study also provides a detailed inter-temporal analysis of MAJ publishing patterns. Findings The MAJ publishes around 40 articles each year with citations of this work steadily growing over time. The journal has attracted contributors from around the globe, most often affiliated with the USA, the UK and Australia. Thematic evolution of the journal’s themes reveals that it has expanded its scope to include topics such as internal auditing, internal control and corporate governance, whilst co-authorship analysis reveals that the journal’s collaboration network has grown to span the globe. Research limitations/implications As this study uses data from the Scopus database, any shortcomings therein will be reflected in the study. Originality/value This study provides the first overview of the MAJ’s publication and citation trends as well as the evolution of its thematic structure. It also suggests future directions that the journal might take.

In the eye of the beholder

2020 ◽  
Vol 54 (5) ◽  
pp. 1087-1116
Author(s):  
Shahin Sharifi ◽  
Gerri Spassova
Keyword(s):  
Service Delivery ◽  
Service Providers ◽  
Service Failure ◽  
Experimental Conditions ◽  
Content Type ◽  
Customer Information ◽  
Service Failure And Recovery ◽  
Self Construal ◽  
Public Nature ◽  
Practical Implications

Purpose The purpose of this paper is to investigate the effect of interdependent vs independent self-construal on service satisfaction, following the observation of failure and recovery experienced by a fellow customer. Design/methodology/approach Three experiments were conducted to test the research hypotheses. Findings After service failure, interdependent observers react less favorably compared to independent observers. After high recovery compensation, interdependent observers react more favorably compared to independent observers. The effects are driven by differences in perceived interactional and distributive justice. Research limitations/implications This study uses three scenario-based experiments to test the hypotheses. While providing greater control of the experimental conditions, the external validity of the results is to some extent sacrificed. Moreover, this research does not investigate observers’ reactions to the interactional aspect of recovery. Practical implications When handling service failure, firms are required to anticipate and address not only the responses of the target customers involved but also those of potential observers. Providers can accordingly use available customer information to gauge customers’ likely self-construal and to adjust their service delivery and recovery tactics. Providers can influence observing customers’ reactions by creating a servicescape that activates a desired self-construal. Originality/value This research is one of a few to examine the effect of service failure and recovery on observing customers, and the first to do so via the lens of self-construal. It contributes to the literature on service failure and recovery and the literature on self-construal and has practical implications for service providers. The value of this research is further highlighted given the increasingly public nature of services and the multicultural context of service delivery.

Mapping the themes and intellectual structure of customer engagement: a bibliometric analysis

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mukta Srivastava ◽  
Sreeram Sivaramakrishnan
Keyword(s):  
Content Analysis ◽  
Bibliometric Analysis ◽  
Deep Understanding ◽  
Intellectual Structure ◽  
Bibliographic Coupling ◽  
Customer Engagement ◽  
Content Type ◽  
Marketing Literature ◽  
Engagement Theory ◽  
Key Driver

PurposeCustomer engagement (CE) as a domain of research started gaining impetus when it became apparent that it can be a key driver of a firm's performance, competitive advantage and loyalty. The purpose of this study is to develop a deep understanding of the CE construct in marketing literature using bibliometric analysis.Design/methodology/approachIn this study, 940 articles were retrieved from Scopus, the well-known electronic database. Bibliographic coupling and co-occurrence analysis using VOSviewer along with content analysis were employed.FindingsAfter careful content analysis, six clusters were identified through bibliographic coupling: (1) modeling customer engagement, (2) customer engagement theory and empirical validation, (3) customer engagement and service-dominant logic, (4) customer engagement and social media, (5) customer engagement and brand platforms and (6) engagement in other contexts. The outcomes of this study would not only be valuable for scholars working in the CE domain, but could also be useful for practitioners and policymakers who wish to enhance their understanding about CE.Originality/valueOver the past decade, the research on CE construct has exploded owing to the growing interest of both scholars and practitioners in the field. Despite being a popular field of research, there is no published work on a comprehensive bibliometric analysis of the construct in marketing literature. The current study bridges this gap in the existing literature.

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