征稿期刊

International Journal of Bank Marketing

期刊级别

SSCI (JCR 2023)

IF 6.3

Q1 (BUSINESS 41/304)

征稿主题

C2C interactions in the banking environment

细分领域

To what extent do customers integrate assistance from offline (e.g., family and friends) and online customer helper resources (e.g., social networks) when making decisions throughout the bank service experience?

Who are the key role players in the customer helper's support network, and to what extent do they support or sabotage the help customer helpers may provide to fellow customers during bank service encounters?

To what extent may collective norms of interaction between customer helpers and their support network in online and offline environments influence customers' views of acceptable service standards and shape their expectations of service delivery in the banking environment?

Do customer helpers' roles change from merely acting as instructors in the early stages of the service experience to serving as facilitators in the later stages of the service experience? Moreover, to what extent may these behaviours impact customer loyalty towards the bank?

To what extent may multi-actor service encounters contribute to a power imbalance during the service delivery process? How do multi-actor service encounters within the banking environment influence customers' relationships with their banks, switching behaviour, and value co-creation practices? What strategies can ensure greater alignment and optimal functioning between all actors involved in the bank's service delivery process?

重要时间

Submission Deadline: 15 February 2025

原文：https://www.emeraldgrouppublishing.com/calls-for-papers/c2c-interactions-banking-environment