Consumers’ switching motivations and intention in the case of bank mergers

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dc.contributor.author Farah, Maya F.
dc.date.accessioned 2018-03-15T07:40:19Z
dc.date.available 2018-03-15T07:40:19Z
dc.date.copyright 2016 en_US
dc.date.issued 2018-03-15
dc.identifier.issn 1758-5937 en_US
dc.identifier.uri http://hdl.handle.net/10725/7205 en_US
dc.description.abstract Purpose The purpose of this paper is to analyze consumer switching behavior, which in the retail banking sector is of outmost importance, particularly during financial crises and in their ensuing consolidation pressures. Moreover, research indicates that cultural values play a critical role in determining a customer’s likelihood to switch the service provider. The theory of planned behavior offers a comprehensive theoretical framework for an understanding of this behavior. Its application implies that switching is influenced not only by one’s attitudes toward changing banking service providers, but also by the merger situation at hand, the influence of significant others, and whether the switching decision is under one’s behavioral control. Design/methodology/approach This paper scrutinizes the merger between Lloyds TSB and Halifax Bank of Scotland in the Spanish market, with a focus on the differences between British and Spanish consumers. In all, 30 face-to-face exploratory interviews were conducted with a sample of customers from both nationalities selected through a purposive sampling technique. Findings The results indicate that the switching behavior within the banking sector is largely determined by one’s cultural background. While individualistic consumers are more prone to switch banks, collectivist consumers are highly risk averse and are unwilling to lose the established relations with a bank’s personnel. These particular characteristics make them unlikely to switch banks irrespective of a merger and its related consequences. Originality/value This paper examines the impact of cross-cultural differences on consumer switching motivations and intentions in the particular case of a real-life banks’ merger. en_US
dc.language.iso en en_US
dc.title Consumers’ switching motivations and intention in the case of bank mergers en_US
dc.type Article en_US
dc.description.version Published en_US
dc.title.subtitle a cross-cultural study en_US
dc.author.school SOB en_US
dc.author.idnumber 199705300 en_US
dc.author.department Department of Hospitality Management and Marketing (HMKT) en_US
dc.description.embargo N/A en_US
dc.relation.journal International Journal of Bank Marketing en_US
dc.journal.volume 35 en_US
dc.journal.issue 2 en_US
dc.article.pages 254-274 en_US
dc.keywords Theory of planned behaviour en_US
dc.keywords Cultural differences en_US
dc.keywords Banks’ merger en_US
dc.keywords Consumer switching intentions en_US
dc.identifier.doi https://doi.org/10.1108/IJBM-05-2016-0067 en_US
dc.identifier.ctation Farah, M. F. (2017). Consumers’ switching motivations and intention in the case of bank mergers: a cross-cultural study. International Journal of Bank Marketing, 35(2), 254-274. en_US
dc.author.email MFarah@lau.edu.lb en_US
dc.identifier.tou http://libraries.lau.edu.lb/research/laur/terms-of-use/articles.php en_US
dc.identifier.url https://www.emeraldinsight.com/doi/full/10.1108/IJBM-05-2016-0067 en_US
dc.orcid.id https://orcid.org/0000-0002-6251-4096 en_US
dc.author.affiliation Lebanese American University en_US

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