Establishing bank–corporate relationships and building competitive advantages

Guo, Yongsheng; Holland, John; Kreander, Niklas

doi:10.1057/fsm.2013.3

Cited by 10 publications

(11 citation statements)

References 18 publications

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“…Of interest to marketing Mobile banking researchers is the issue of how people perceive interacting with AI (Burleigh et al, 2013;Huang and Rust, 2018). This is of concern for the financial industry where relationship (Guo et al, 2013) and trust-building (Zhou, 2012) are essential for achieving business goals. Acting rationally is of particular importance in marketing, especially for customer service.…”

Section: Artificial Intelligencementioning

confidence: 99%

Mobile banking and AI-enabled mobile banking

Payne

Peltier

Barger

2018

JRIM

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Purpose The rapid growth of technology, including artificial intelligence (AI), in the banking industry has played a disrupting role in traditional banking channels. This study aims to investigate factors that influence the attitudes and perceptions of digital natives pertaining to mobile banking and comfort interacting with AI-enabled mobile banking activities. Design/methodology/approach Data were collected from 218 digital natives. This paper uses multivariate regression and two separate multiple regression analyses to examine the differential effects of technology-based (i.e. attitudes toward AI, relative advantage, perceived trust and security in specific mobile banking activities) and non-technology based (i.e. need for service, quality of service) factors on mobile banking usage and AI-enabled mobile banking services. Findings This study identifies determining factors for mobile banking and AI-enabled mobile banking services. Results indicate a divide in how digital natives perceive relative advantage between our two dependent variables. Consistent with previous studies, the relative advantage construct has the most impact on mobile banking usage. However, relative advantage was not significant for AI-enabled mobile banking, suggesting an extra layer of complexity that goes beyond convenient fast banking. Research limitations/implications A limitation of this study is that it does not incorporate age groups outside of digital natives. Further research is needed to test for differential effects between age groups. In addition, the discovery of no significant impact of relative advantage on AI mobile banking warrants more research on the similarities and differences between mobile banking and AI-enabled mobile banking. Practical implications To better appeal to digital natives, it is suggested that the banking industry emphasize mobile banking’s anywhere/anytime access to financial accounts, as this is important to college-age customers who may not live near their local banking institution. Moreover, the paper suggests that improvement to mobile banking features for one-on-one interpersonal contact with bank employees is needed. Originality/value This study addresses the gap in the understanding of how digital natives perceive mobile banking in comparison to AI-enabled mobile banking services.

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Section: Artificial Intelligencementioning

confidence: 99%

Mobile banking and AI-enabled mobile banking

Payne

Peltier

Barger

2018

JRIM

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“…This result is very contradictory with the idea according to which trust is an asset whose accumulation takes time (Dasgupta 1990); in addition, it contradicts that, during the periods of economic turmoil in particular, investors who have reliable and pertinent information at their disposal are more likely to accompany the investee than outsiders who are hampered by information asymmetry. The advantages of long-term relationships, well established for banks (Guo et al 2013), have no equivalent in the informal investor market. Indeed, our results do not confirm the positive effect of a long-lasting financial relationship, whatever the growth rate observed and the estimation technique used.…”

Section: The Length Of the Financing Relationship Does Not Mattermentioning

confidence: 99%

Business performance and angels presence: a fresh look from France 2008–2011

2017

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International audienceBusiness angels enjoy a strong reputation for being more efficient than other investors among policy makers, practitioners, and scholars. However, due to the limited availability of specific financial data, previous research has barely assessed the impact of angels on companies’ performance. This paper seeks to bridge this gap by providing evidence from a unique dataset made up of 432 angel-backed French companies which are compared to two control groups, one randomly selected and another one consisting of similar enterprises. This double comparison process enables us to purge our analysis of structural effect and to demonstrate the importance of the methodology in generating the sample. Indeed, the results we obtain significantly differ depending on the control group. Our results show that the positive influence of angels depends on the condition of the comparison. The set of BA-backed companies is more likely to exhibit superior performance when it is compared to a random sample whereas the companies’ performance is either identical or worse when it is compared to a sample composed of k-nearest neighbors. In addition, using a quantile regression technique makes it possible to differentiate the effect of business angels based on the distribution of the value of the growth rate

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“…The quality of the relationship, instead, will depend not only on the services received but also on the establishment of a relationship that is perceived as positive and maintainable by clients (Al-Wugayan, 2019). Customer satisfaction and a quality relationship lead to customer loyalty, which is essential for stable profitability and growth of banks, especially because the cost of customer acquisition is expensive (Carbo-Valverde et al, 2011;Guo et al, 2013).…”

Section: Discussionmentioning

confidence: 99%

Banking services for SMEs' internationalization: evaluating customer satisfaction

Formisano

Tartaglione

Fedele

et al. 2020

TQM

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PurposeThe purpose of this paper is to analyse the quality of banking services provided in support of small- and medium-sized enterprises' (SMEs) internationalization from the customers' perspective.Design/methodology/approachCustomer satisfaction of 50 Italian SMEs with the banking services provided for international activities has been evaluated by adopting the Kano model's continuous and discrete analyses.FindingsResults show which banking services provided for business internationalization are necessary to satisfy customers' expectations, which services customers like having and dislike not having and which services are unexpected by customers creating a high increase in satisfaction when provided.Research limitations/implicationsThis work shows the value of the Kano model in evaluating the non-linear relationship between customer satisfaction and quality of banking services for the international activities of companies. The main limitation of this work is the limited geographical context of the investigation.Practical implicationsThis research suggests banks to transform their role in the relationship with SMEs from mere financiers to active partners committed to their growth abroad by offering a wide range of services not just financial, but also counselling and care professional, thus achieving mutual benefits.Originality/valuePrevious works on banking services and business internationalization are focussed on the transaction costs, information asymmetries and the impact of online banking. This work advances available knowledge by analysing the customer's point of view, evaluating the satisfaction of SMEs which, although more dependent on banks for their expansion abroad than large listed companies, are mostly ignored by literature.

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Establishing bank–corporate relationships and building competitive advantages

Cited by 10 publications

References 18 publications

Mobile banking and AI-enabled mobile banking

Mobile banking and AI-enabled mobile banking

Business performance and angels presence: a fresh look from France 2008–2011

Banking services for SMEs' internationalization: evaluating customer satisfaction

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