1. V.A. Zeithaml et al. (2006) Services Marketing: Integrating Customer Focus across the Firm, McGraw Hill International Edition, Singapore, p.4: ‘The University of Michigan’s American Customer Satisfaction Index has shown consistently lower scores for services when compared to other products.’
2. S.L. Vargo & R.F. Lusch (2004) ‘Evolving to a New Dominant Logic for Marketing,’ Journal of Marketing, Vol.68, January, pp.1–2: ‘Over the past several decades, new perspectives have emerged that have a revised logic focused on intangible resources, the co-creation of value, and relationships. The Authors believe that the new perspectives are converging to form a new dominant logic for marketing, one in which service provision rather than goods is fundamental to economic exchange.’
3. A. Rahman (2013) Operational Leadership in Retail Banking: The Last Frontier for Profits, Lafferty Management Report, London, p.76.
4. S. McKechnie (1992) ‘Consumer Buying Behaviour in Financial Services: An Overview,’ International Journal of Bank Marketing, Vol.10, No.5, pp.4–12.
5. C.T. Ennew & N. Waite (2007) Financial Services Marketing: An International Guide to Principles and Practice, Elsevier, Oxford, p.130.