This paper seeks to develop our understanding of consumer attitudes towards bank delivery channels. Accordingly, a questionnaire was designed to obtain information about which delivery channels consumers had used when acquiring four types of financial service. This information was then contrasted with data on how these consumers would acquire the same services if they had to purchase them again at some time in the future. The questionnaire also obtained information about the factors which consumers believed to be important in encouraging and discouraging the adoption of home‐based banking. In concluding, the paper discusses and assesses some of the strategic implications of the study’s findings for financial service providers.

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This article has three main objectives. Our first is to turn to sport as a particularly illuminating and revealing example of consumer culture in the making. Marketplace logic suffuses consumer culture, and exploring practices of fandom as performed thus becomes particularly revealing of the tensions and contradictions which are thrown up when passions collide with finance and branding strategies. Our second objective is to mobilise this insight to further research on brand communities through better situating social practices as entangled in this heady nexus of passions, power and cultural politics. Through a netnographic analysis of forum posts from Celtic Football Club’s notorious ‘Green Brigade’ ultras-style fan-group, we focus on how such social formations forge counter-identities, which act not in harmony with the larger brand ethos but serve to legitimate and affirm a counter-philosophy. As such, our final objective is to better understand the roles of brand agitator and brand heretic as key roles within this contested social formation. Fandom as dramatic ritual and social drama brings in its wake contradictions and tensions especially when it goes toe-to-toe with the forces of economics, branding and marketing strategy. Here, a counter-brand community as we reveal mobilises marketplace logic and appears to adopt their own practices of mimicking brand strategising for their own ends, or as they assert, ‘Let the people sing’.

Purpose -The purpose of the paper is to examine bank customer involvement and the importance of risk when contemplating the purchase of financial products. Design/methodology/approach -The paper is a discussion of the literature on customer involvement, risk and interaction forms the basis for a series of focus discussion groups and facilitates the design of a questionnaire. The questionnaire is used to collect information on bank customer involvement and confidence when purchasing a comprehensive range of financial products. The data is analysed using cluster analysis. Findings -The paper finds that the clusters provide evidence to suggest that the market consist of a number of distinctive customer segments. Although the research suggests that the market might be changing and becoming more "active", the majority of bank customers are still essentially "passive".Research limitations/implications -The sample size means that it is not fully representative of the UK banking population. The findings also raise a number of issues, which require further research, such as, the possibility that customer involvement could be used as the basis for segmenting the customer base. Practical implications -There appears to be an overwhelming customer need for more product information and more involvement with banks. This has major implications for the banks in formulating and implementing relationship management strategies. Originality/value -The paper provides new insights into the importance of customer involvement when purchasing a range of financial products.