Introduction: Financial services marketing in a post-crisis era
Part1: The Dynamic Financial Services Marketing Environment
1. Impact of Regulation on Competition in Commercial and Investment Banking
2. Challenger Banks' - Are they for real? The impact of new entrants on financial services competition
Part2: The Financial Services Consumer and Financial Decision-Making
3. Social and Psychological Influences on Financial Literacy
4. Understanding How Consumers Make Financial Choices: A cross-disciplinary learning experience
5. Household Decisions on Financial Services: The role of the wife
6. What Drives the Purchase Decision in Pensions and Long-term Investment Products in the UK?
7. Financial and Non-financial Attributes of Pension Fund Structures: A customer perspective from the Netherlands
8. Mutual Fund Investors' Knowledge Calibration and Behavioral Biases
Part3: Managing Financial Services Relationships and the Customer Experience
9. Financial Services Customer Relationships: Meanings, motivations and manifestations
10. Trust and Trustworthiness in Retail Financial Services: An analytical framework and empirical evidence
11. Should I Stay or Should I Go? The case of loyalty in the UK retail banking industry
12. Financial Services Quality: People, processes and performance
Part4: Developing and Managing the Financial Services Offering
13. Financial Services and Innovation: A customer-centric approach
14. A Brave New World: Branding in financial services
15. The Many Deaths of a Financial Services Offering
Part5: Financial Services Pricing Strategies
16. Consumer Perceptions of Financial Services Prices
17. Price Management in Financial Services
18. Price Bundling: A smart pricing strategy for banking
Part6: Communicating and Promoting Financial Services
19. The Neglected Art (and science) of Financial Services Advertising
20. An AMO Model for Communicating and Promoting Financial Services
Part7: Distribution and Delivery of Financial Services
21. The Role of Technology in Financial Services Distribution and Delivery
22. Mobile Banking, a Business Models Approach
23. E-Servicescapes in Online Banking: Towards an integrated conceptual model of the stimuli contributing to the online banking experience
Part8: Corporate Financial Services Marketing
24. Relationships and the Business-to-Business Marketing of Financial Services
25. Competition and Cooperation in Partnership Arrangements in Financial Services
Part9: Alternative Banking Models
26. Islamic Banking
27. Islamic Perspectives on Risk and Insurance Marketing
28. Microfinance - Supporting Micro and Small Enterprises
Part10: Marketing Malpractice and Financial Fiascos
29. The Scale and Scope of Financial Mis-selling
30. A Framework for Understanding and Restoring Trust in Universal Banks
31. Nine 'Tricks' in Financial Services Marketing
Part11: Moral and Ethical Issues in Financial Marketing
32. Corporate Social Responsibility (CSR) in Banking: What we know, what we don't know, and what we should know
33. Marketing Challenges and Strategies for Socially Responsible Investment Initiatives
34. The Ethics of the Selling Process in Financial Services
35. Reaching out to Socially Disadvantaged Groups: Financial services and the poor
36. Financial Exclusion