International Journal of Bank Marketing最新文献

{"title":"Communal-brand connection and service loyalty: the mediation effect of corporate reputation and customer satisfaction among retail banking customers","authors":"Albert Caruana, Joseph Vella","doi":"10.1108/ijbm-01-2024-0012","DOIUrl":"https://doi.org/10.1108/ijbm-01-2024-0012","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>The study explores the dynamics among communal-brand connections, corporate reputation, customer satisfaction and their collective influence on service loyalty within the retail customer segment of commercial banks.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>Hypotheses are proposed for a parallel and serial-mediated model, in which corporate reputation and customer satisfaction mediate the influence of communal-brand connections on service loyalty. Data are collected from a sample of retail customers of commercial banks in a European country.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>Findings indicate that individuals who perceive a strong affiliation with a brand that emphasises community engagement are more likely to demonstrate loyalty to that brand. Results highlight the need for managers allocate resources to cultivate community initiatives that foster communal-brand connection in their drive to improve service loyalty.</p><!--/ Abstract__block -->\u0000<h3>Research limitations/implications</h3>\u0000<p>A non-representative sample was collected, with a focus on a limited set of variables and employing a unidimensional measure of service loyalty. Additionally, the significance of communal-brand connection may vary across brands, warranting replication studies among smaller banks.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>Recognition of communal-brand connection as an important driver of customer loyalty suggests that customers are motivated by intrinsic positioning factors related to the community. As part of their positioning, commercial banks can leverage their marketing and communication efforts to foster community development, thereby enhancing customer identification, connection and narratives that foster belongingness among customers.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>The model of direct and mediated model of communal-brand connection on service loyalty has not been previously explored. Moreover, the research is conducted among retail bank customers that representing a context seldom considered in the domain of brand communities.</p><!--/ Abstract__block -->","PeriodicalId":51401,"journal":{"name":"International Journal of Bank Marketing","volume":"14 1","pages":""},"PeriodicalIF":5.3,"publicationDate":"2024-07-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141743303","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Propensity toward Islamic debt financing among Moroccan MSMEs: assessing the mediating effect of entrepreneurial achievement motivation using PLS-MGA","authors":"Sana Rhoudri, Safa Ougoujil","doi":"10.1108/ijbm-01-2024-0070","DOIUrl":"https://doi.org/10.1108/ijbm-01-2024-0070","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>This study investigates the factors influencing the intention to use Islamic Debt Financing (IDF) among owners-managers of Micro, Small, and Medium Enterprises (MSMEs) in Morocco.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>We developed and validated a comprehensive model that examines the key behavioral elements affecting attitude towards IDF, entrepreneurial achievement motivation, and IDF usage intention. Entrepreneurial achievement motivation was assessed as a mediator in the relationship between attitude towards IDF and usage intention. Gender and Islamic religiosity were examined as moderators through Multi-Group analysis. Utilizing data from 266 Moroccan MSMEs, we applied structural equation modeling for empirical evaluation.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>Results revealed direct relationships with financial literacy, risk perception, and cost perception negatively affecting attitude toward IDF. Financial suitability is inversely related to attitude toward IDF. Entrepreneurial self-efficacy and subjective norms positively influenced entrepreneurial achievement motivation. Attitude toward IDF positively impacted entrepreneurial achievement motivation, and both attitude toward IDF and entrepreneurial achievement motivation were linked to the intention to use IDF. Empirical findings indicated that entrepreneurial achievement motivation partially mediates the relationship between attitude towards IDF and usage intention. Multi-group analysis revealed a significant moderating effect of Islamic religiosity on three out of nine structural relationships.</p><!--/ Abstract__block -->\u0000<h3>Research limitations/implications</h3>\u0000<p>This study is primarily limited by the absence of a longitudinal examination tracking real usage behavior. Moreover, data collection focused on analyzing the behavioral intention to use Islamic debt-based financing products, excluding equity-based financing instruments. Finally, our proposed model concentrates on establishing usage intention solely based on demand-side factors without explicitly integrating supply-side consideration.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>Our findings contribute to a deeper understanding of IDF adoption behavior and have the potential to support the development of more effective public policies, targeted promotional campaigns, and impactful financial education programs for MSMEs in similar markets.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This paper represents the first attempt to address MSMEs’ apprehensions regarding Islamic debt-based financing products in the MENA region.</p><!--/ Abstract__block -->","PeriodicalId":51401,"journal":{"name":"International Journal of Bank Marketing","volume":"21 1","pages":""},"PeriodicalIF":5.3,"publicationDate":"2024-07-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141743061","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Click to contribute: understanding donation behaviour and well-being in donation-based crowdfunding mobile apps","authors":"Eugene Cheng-Xi Aw, Sujo Thomas, Ritesh Patel, Viral Bhatt, Tat-Huei Cham","doi":"10.1108/ijbm-11-2023-0635","DOIUrl":"https://doi.org/10.1108/ijbm-11-2023-0635","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>The overarching goal of the study was to formulate an integrated research model to empirically demonstrate the complex interplay between heuristics, project characteristics, information system usage quality, empathy, and mindfulness in predicting users'/donors' donation behaviour and well-being in the context of donation-based crowdfunding (DBC) mobile apps.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>The data were collected from 786 respondents and analysed using the multi-stage SEM-ANN-NCA (Structural equation modelling-artificial neural network-necessary condition analysis) method.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>Increased perceived aesthetics, narrative structure, self-referencing, project popularity, project content quality, and initiator reputation would foster empathy. Empathy and mindfulness lead to donation behaviour, and, ultimately emotional well-being.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This study offers a clear framework by ranking the key contextual predictors and assessing the model’s necessity logic to facilitate crowdfunders' donation behaviour and well-being on DBC platforms. This research provides practical insights for bank marketers and further aids financial service providers in formulating an optimal DBC mobile app strategy.</p><!--/ Abstract__block -->","PeriodicalId":51401,"journal":{"name":"International Journal of Bank Marketing","volume":"78 1","pages":""},"PeriodicalIF":5.3,"publicationDate":"2024-07-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141742897","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"When unethical practices harm relationship outcomes: testing the influence of consumer-perceived unethical behaviour on trust and satisfaction in the banking sector","authors":"Eddy Balemba Kanyurhi, Deogratias Bugandwa Mungu Akonkwa, Bonheur Murhula Lusheke, Patrick Murhula Cubaka, Paul Kadundu Karhamikire, Célestin Bucekuderhwa Bashige","doi":"10.1108/ijbm-03-2023-0163","DOIUrl":"https://doi.org/10.1108/ijbm-03-2023-0163","url":null,"abstract":"&lt;h3&gt;Purpose&lt;/h3&gt;\u0000&lt;p&gt;The study has two objectives: (1) expand our knowledge of the relationship between unethical behaviour and both trust and satisfaction and (2) demonstrate that unethical behaviour research should be examined multi-dimensionally.&lt;/p&gt;&lt;!--/ Abstract__block --&gt;\u0000&lt;h3&gt;Design/methodology/approach&lt;/h3&gt;\u0000&lt;p&gt;Data were collected by resorting to a mixed methods approach. First, individual interviews were performed with 31 bank consumers from six main commercial banks in Bukavu city in the Democratic Republic of the Congo. Interview notes were submitted for content analysis to identify items and components that underpin the unethical practices construct. Second, a quantitative survey was conducted with 410 consumers from the same six banks. An aggregated-disaggregated structural equations modelling approach was used to test the impact of unethical practices on relationship outcomes through two studies. Study 1 tested a model that links unethical behaviour as a one-dimensional construct to trust and satisfaction. Study 2 tested a model that directly connects the four specific unethical behaviour components to both trust and satisfaction.&lt;/p&gt;&lt;!--/ Abstract__block --&gt;\u0000&lt;h3&gt;Findings&lt;/h3&gt;\u0000&lt;p&gt;Results from study 1 reveal that perceived unethical behaviour negatively influences consumer trust. Results also confirm that trust positively influences customer satisfaction. Results from study 2 confirm that unresponsive, disrespect and lying behaviours negatively influence both trust and satisfaction. Banks which are involving in those specific unethical behaviours can neither satisfy their consumers, nor maintain a sustainable and profitable relationship with them. Therefore, unethical behaviours harm the relationships outcomes in the banking sector.&lt;/p&gt;&lt;!--/ Abstract__block --&gt;\u0000&lt;h3&gt;Research limitations/implications&lt;/h3&gt;\u0000&lt;p&gt;The perceived unethical behaviour scale derives from a single data set and its reliability and validity need to be improved. Relationships between constructs are tested in a more direct way and ignore moderating variables. Perceived unethical behaviour is connected to relationship outcome variables while its impact on firms’ metrics have been ignored.&lt;/p&gt;&lt;!--/ Abstract__block --&gt;\u0000&lt;h3&gt;Practical implications&lt;/h3&gt;\u0000&lt;p&gt;Banks have to understand customers’ perception of unethical behaviours and find a way to overcome them. Banks should recruit, motivate and retain employees who demonstrate an ethical inclination in the service encounter and create structures and mechanisms in order to monitor and manage unethical practices.&lt;/p&gt;&lt;!--/ Abstract__block --&gt;\u0000&lt;h3&gt;Social implications&lt;/h3&gt;\u0000&lt;p&gt;Banks employees' unethical behaviour and practices not only damage the trust and reputation of banks but also can lead to frustration on the part of customers and damage their relationship with the institution. Our paper is a warning of this danger and might improve the social interactions between organisations (in general) and customers.&lt;/p&gt;&lt;!--/ Abstract__bloc","PeriodicalId":51401,"journal":{"name":"International Journal of Bank Marketing","volume":"64 1","pages":""},"PeriodicalIF":5.3,"publicationDate":"2024-07-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141742894","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Acceptance of artificial intelligence devices in banking services: moderation role of technology anxiety and risk aversion","authors":"İsmail Gökhan Cintamür","doi":"10.1108/ijbm-10-2023-0563","DOIUrl":"https://doi.org/10.1108/ijbm-10-2023-0563","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>The purpose of this study is to examine the acceptance of artificial intelligence devices (AIDs) by customers in banking service encounters using the Artificially Intelligent Device Use Acceptance (AIDUA) model and thus test the validity of the AIDUA model in the context of the banking sector as well as extending the AIDUA model by incorporating two moderator variables, namely technology anxiety and risk aversion by regarding the nature of banking services, which are considered highly risky and technology-intensive.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>About 575 valid face-to-face self-administered surveys were gathered using convenience sampling among real bank customers in Turkey. The structural equation modelling was used to test hypotheses involving both direct and moderation effects.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The current study has demonstrated that the AIDUA model is valid and reliable for the acceptance of AIDs in banking service encounters by modifying it. The study results have shown that the acceptance process of AIDs for bank customers consists of three phases. Furthermore, the study’s findings have demonstrated that technology anxiety and risk aversion have adverse moderation effects on the relationship between performance expectancy and emotion as well as on the relationship between emotion and willingness to accept AIDs, respectively.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>The current study validates the AIDUA model for the banking industry. In addition, the present study is unique compared to other studies conducted in the literature since it applies the AIDUA model to the setting of banking services for the first time by considering the potential effects of two moderators.</p><!--/ Abstract__block -->","PeriodicalId":51401,"journal":{"name":"International Journal of Bank Marketing","volume":"18 1","pages":""},"PeriodicalIF":5.3,"publicationDate":"2024-07-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141742895","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"AI is not careful: approach to the stock market and preference for AI advisor","authors":"Jieun Koo","doi":"10.1108/ijbm-10-2023-0568","DOIUrl":"https://doi.org/10.1108/ijbm-10-2023-0568","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>Financial institutions actively seek to leverage the capabilities of artificial intelligence (AI) across diverse operations in the field. Especially, the adoption of AI advisors has a significant impact on trading and investing in the stock market. The purpose of this paper is to test whether AI advisors are less preferred compared to human advisors for investing and whether this algorithm aversion diminishes for trading.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>The four hypotheses regarding the direct and indirect relationships between variables are tested in five experiments that collect data from Prolific.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The results of the five experiments reveal that, for investing, consumers are less likely to use AI advisors in comparison to human advisors. However, this reluctance to AI advisors decreases for trading. The author identifies the perceived importance of careful decision-making for investing and trading as the psychological mechanism. Specifically, the greater emphasis on careful decision-making in investing, as compared to trading, leads to consumers’ tendency to avoid AI advisors.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This research is the first to investigate whether algorithm aversion varies based on whether one’s approach to the stock market is investing or trading. Furthermore, it contributes to the literature on carefulness by exploring the interaction between a stock market approach and the lay belief that algorithms lack the capability to deliberate carefully.</p><!--/ Abstract__block -->","PeriodicalId":51401,"journal":{"name":"International Journal of Bank Marketing","volume":"59 1","pages":""},"PeriodicalIF":5.3,"publicationDate":"2024-07-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141612451","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Understanding the factors behind racial and ethnic disparities in the adoption of alternative financial services: a decomposition analysis","authors":"Jonghee Lee, Kyoung Tae Kim, Jae Min Lee","doi":"10.1108/ijbm-03-2023-0136","DOIUrl":"https://doi.org/10.1108/ijbm-03-2023-0136","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>The purpose of this study was to examine racial/ethnic differences in AFS use and their contributing factors using a decomposition analysis.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>The 2018 National Financial Capability Study dataset was used to analyze the four major types of AFS—title loans, payday loans, pawnshops, and rent-to-own (RTO) stores—as proxies for AFS use. The study conducted both logistic regression analysis and decomposition analysis to examine the contributing factors.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The results of the logistic regression analysis demonstrated significant disparities in the use of alternative financial services (AFS) among racial and ethnic groups. Specifically, it was found that Blacks were more likely to utilize title and payday loans, pawnshops, and rent-to-own (RTO) stores compared to Whites. In contrast, Hispanics and Asians/individuals of other ethnicities were less likely to use title loans, but Hispanics were more likely to opt for payday loans over Whites. Furthermore, objective financial literacy exhibited a negative association with the likelihood of using these four types of AFS, whereas subjective financial literacy consistently showed a positive association. When examining the decomposition analyses, it became evident that both objective and subjective financial literacy played significant roles in explaining the racial and ethnic disparities in AFS usage. However, the patterns varied in three specific pairwise comparisons.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This study revealed the relative contributions of each factor to the racial/ethnic disparities through decomposition analysis. Our Fairlie decomposition approach addressed non-linearities within the decomposition framework, particularly in estimating the probabilities of AFS utilization, given its binary outcomes. This extension builds upon the Oaxaca decomposition. The study offers valuable insights into the variations in AFS use among different racial and ethnic groups.</p><!--/ Abstract__block -->","PeriodicalId":51401,"journal":{"name":"International Journal of Bank Marketing","volume":"25 6 1","pages":""},"PeriodicalIF":5.3,"publicationDate":"2024-06-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141509766","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Credit card reward donation with scarcity messages","authors":"Chanho Song, Min Chung Han, Sung-Hee Wendy Paik, Michael Y. Hu","doi":"10.1108/ijbm-10-2023-0546","DOIUrl":"https://doi.org/10.1108/ijbm-10-2023-0546","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>The purpose of this paper is to investigate the effect of reward redemption programs on donation amount, donation percentage and donation intention in the context of a bank credit card.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>A 2 × 2 × 3 experiment is implemented with 1,070 consumers accessing a national US-based sample with a small compensation. The authors use general linear model to test the proposed hypotheses.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The findings show the main effects of reward types, limited-time message and value of reward redemptions on the percentage of donations and overall donation intention to charity. The type of reward (cash/points) is found to interact with the limited-time message and with the value of reward redemptions.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>No prior studies have addressed the relationship between credit card redemption rewards and scarcity messages in the donation context. The study contributes to the understanding of the effectiveness of credit card redemption rewards with scarcity message in improving a consumer’s donation intention.</p><!--/ Abstract__block -->","PeriodicalId":51401,"journal":{"name":"International Journal of Bank Marketing","volume":"168 1","pages":""},"PeriodicalIF":5.3,"publicationDate":"2024-06-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141509696","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Investigating the customer-to-customer interaction during the customer journey in banking industry","authors":"Shahrbanoo Yadollahi, Ali Kazemi, Bahram Ranjbarian","doi":"10.1108/ijbm-01-2023-0020","DOIUrl":"https://doi.org/10.1108/ijbm-01-2023-0020","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>Customer-to-customer (C2C) interactions substantially affect the overall service experience. This study attempts to provide a better and deeper understanding of C2C interactions during the customer journey in the banking industry. The study aims to investigate the complexities of these interactions and to detect their outcomes and further implications in banking services.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>This study used a sequential mixed-method approach. Firstly, semi-structured interviews were conducted to identify the components of C2C interactions during the customer journey. Subsequently, thematic analysis was performed to categorize the data and extract relevant components. Secondly, structural equation modeling was used to investigate the role of C2C interactions in behavioral outcomes.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The findings reveal that during the customer journey, C2C interactions plays a key role by providing information, managing queuing behavior, providing resources, and addressing issues related to other customers’ misbehavior. Additionally, C2C interactions have a positive direct effect on the customer experience, satisfaction, and loyalty. Customer experience, in turn, affects customer satisfaction and loyalty.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This study highlights the need for academic scholars to prioritize customers’ interaction during the customer journey in financial services, addressing a gap between industry directions and academic research in customer experience. Also, the findings help service providers develop effective strategies to enhance the customer experience by focusing on C2C interactions during the customer journey.</p><!--/ Abstract__block -->","PeriodicalId":51401,"journal":{"name":"International Journal of Bank Marketing","volume":"74 1","pages":""},"PeriodicalIF":5.3,"publicationDate":"2024-06-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141509762","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Risk-adjusted lifetime value: adjusting for customer riskiness using a single metric","authors":"Shweta Singh, B.P.S. Murthi, Ram C. Rao, Erin Steffes","doi":"10.1108/ijbm-12-2023-0645","DOIUrl":"https://doi.org/10.1108/ijbm-12-2023-0645","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>The current approach to valuing customers is based on the notion of discounted profit generated by the customers over the lifetime of the relationship, also known as customer lifetime value (CLV). However, in the financial services industry, the customers who contribute the most to the profitability of a firm are also the riskiest customers. If the riskiness of a customer is not considered, firms will overestimate the true value of that customer. This paper proposes a methodology to adjust CLV for different types of risk factors and creates a comprehensive measure of risk-adjusted lifetime value (RALTV).</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>Using data from a major credit card company, we develop a measure of risk adjusted lifetime value (RALTV) that accounts for diverse types of customer risks. The model is estimated using Stochastic Frontier Analysis (SFA).</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>Major findings indicate that rewards cardholders and affinity cardholders tend to score higher within the RALTV framework than non-rewards cardholders and non-affinity cardholders, respectively. Among the four different modes of acquisition, the Internet generates the highest RALTV, followed by direct mail.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This paper not only controls for different types of consumer risks in the financial industry and creates a comprehensive risk-adjusted lifetime value (RALTV) model but also shows empirically the value of using RALTV over CLV for predicting future performance of a set of customers. Further, we investigate the impact of a firm’s acquisition and retention strategies on RALTV. The measure of risk-adjusted lifetime value is invaluable for managers in financial services.</p><!--/ Abstract__block -->","PeriodicalId":51401,"journal":{"name":"International Journal of Bank Marketing","volume":"34 1","pages":""},"PeriodicalIF":5.3,"publicationDate":"2024-06-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141509763","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}