Engaged Customer Relationships
Introduction
Maintaining Engaged Customer Relationships in Financial Services, Special issue of International Journal of Bank Marketing; Deadline 31 Aug 2013
Special issue call for papers from International Journal of Bank Marketing
Maintaining engaged customer relationships in financial services
The banking and insurance industries change in the wake of the crisis, with new regulations, and developments in information and communications technology. The competition for customers and profits is intense. The customer relationships of banks and insurance companies have become more distant, as interpersonal service encounters are increasingly replaced by online interactions. A trend in the service industries in general is that customers become independent value creators, who negotiate their service offering with many different service providers. For banks and insurance companies, a challenge is to facilitate and support the financial activities of customers and find ways to be involved in the life (and business) of their customers.
The aim of the special issue is to address the change of customer-bank relationships, to investigate the strengthened role of customers in the banking and insurance industry, and to identify future service concepts for banks and insurance companies. This special issue welcomes a broad spectrum of theoretical and empirical research on service management and marketing. The following list gives a few examples of potential topics that could be studied or analyzed from the perspective of service management and marketing:
- Customer relationships
- Customer roles in service
- Financial service firm organization and management
- Service concepts and theory
- The role of banks and insurance companies in social media
- Distribution channels
- Service value, value-in-use, value co-creation
- Service design and delivery
- Service management and marketing in a financial crisis
The deadline for submission is august 31 2013. The special issue is scheduled to be published in fall 2014. Manuscripts of approximately 5,000 words, following the journal’s manuscript guidelines (), should be submitted using Scholar One’s Manuscript Central online submission system. This is accessible at: . Manuscripts must be original work (preferably empirical; but theoretical work and case studies will also be considered) and not under consideration by any other journal or publication outlet.
The initial submission will be reviewed by the Guest Editors and, if deemed suitable, then placed for double-blind review with experts in the field. Prospective contributors with questions concerning the potential suitability of topics or additional requirements about this special issue are invited to contact directly by e-mail:
Kristina Heinonen
PhD, Assistant Professor of service marketing
Centre director
Centre for Relationship Marketing and Service Management (CERS)
Hanken School of Economics, Department of Marketing
Helsinki, Finland
E-mail kristina.heinonen@hanken.fi
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