Springer Science and Business Media LLC

Research has not yet provided conclusive confirmation or disconfirmation of any model that discusses the relationship between job satisfaction (JS) and job performance (JP). This article reviews the relationship in the financial services industry setting and examines in line with the precedents (perceived organizational support, role ambiguity, role conflict (RC), work-family conflict (WFC), emotional exhaustion (EE)) and the consequences (organizational commitment). Findings suggest that, in the financial services industry, JP causes JS and has a positive effect on organizational commitment. This study also finds that WFC serves as an antecedent to RC, EE and JS. Most importantly, the finding that WFC is significantly related to RC is new and thus needs to be confirmed in different industry settings.

In consumer finance, certain experiences are recognized in international markets in the use of complementary and social currencies, due to their effects on social inclusion and the reduction of capital accumulation in a globalized economy. In this context, the article aims to review ten years of scientific production of social currency in the Scopus and Web of Science databases. In order to achieve the proposed objective, a systematic literature review was carried out, covering three stages: (1) planning the review, (2) conducting the review and (3) presentation of the final report. As a result of the content analysis of the textual corpus (n = 67), we now have an up-to-date overview of the literature, through (1) descriptive analysis, (2) bibliographic coupling analysis and (3) word analysis. In addition, as a main contribution, the following were identified: (1) a typology, formed by three classes, which capture contexts of the use of social currency; (2) a methodological framework; and (3) suggestions for the development of future research. In general, the results show that social currency can serve as a complementary currency to the solidarity economy, since the potential of this currency is not disconnected from objectives and normative standards. It is also known that social currency lends itself to emergency use, as it helps to minimize the anxieties of the excluded. However, for many markets, social currency remains a topic far removed from the reality of the underprivileged population. The findings also show the advances made in research focused on social currency, especially considering the contexts in which it is used.

Despite a reasonable level of competition in the New Zealand banking market, there is a relatively low rate of customers switching between banks. A common reason cited for the low churn rate is the costs associated with switching between financial institutions, including simply the difficulties associated with the physical transfer of existing banking arrangements. One non-bank financial institution, PSIS, introduced a pilot scheme to make it easier for existing customers of other financial institutions to move their banking facilities to PSIS. The pilot sought to understand the extent to which the switching costs associated with changing financial institutions could be reduced, and the impact that had on customers' switching behaviour. The results of this pilot scheme did not meet the organisation's expectations, and as a result, was not extended beyond the pilot period or the pilot participants. This paper provides a review of the pilot scheme, and attempts to identify the issues that contributed to the lack of success. The key findings were that there was no real demand from customers for the type of service offered, and that the time and effort involved on the part of the financial institution were greater than expected, making it undesirable to continue.

Islamic banking is planning to increase its market share up to 12 per cent of the total banking sector in Pakistan by 2012, as compared to its current market share of 5.6 per cent. This article collected the bankers’ views towards agriculture financing under the Islamically acceptable mode – Bai Salam (forward sale agreements of crop). It further compared agriculture financing under Islamic and interest-based financial systems. Overall, findings from this article are that bankers at large are confused about the application mechanism of Bai Salam contracts mainly because of improper land record maintained by the Revenue Department, widespread illiteracy and current government policy of issuing a single loan against each passbook (property record). The article presents recommendations that can be useful for the financial institutions not only in developing effective monitoring mechanisms, but also in minimizing financial losses.

While ethics and utility maximisation in economics seem mutually exclusive, ethics has recently become an issue in financial markets. The market demand for ethical investment is increasing, suggesting that investment decisions are influenced both by financial and moral considerations. Therefore, marketing strategies for ethical investment are needed. First designed for describing ethical decision processes in business organisations, the issue-contingent model of ethical decision making in organisations is applied in the present study to explain ethical investment decisions. Using a questionnaire, 286 participants completed items regarding one of four investment scenarios of companies differing in the morality of their business conduct. Results show that the issue-contingent model is suitable to describe ethical investment decisions. High perceived moral intensity led to the recognition of the moral issue and positively influenced the making of a moral judgment. For marketing these findings imply an increase of perceived moral intensity by vivid descriptions of companies' business conduct.

Delivering financial services to customers on the move is an emerging imperative for the industry, as at present the services available do not meet the needs of customers. Such services could empower customers to control their own finances, at the same time as reducing costs for companies. Those in most need of such services require top line account updates at present, but also welcome the possibility of more advanced account management services. These services have the capacity greatly to improve relationships with customers; ‘guardian-services’ which monitor financial performance and respond accordingly will foster ‘good will’ and increase loyalty. While complex services requiring expert advice should remain branch based, new data-enabled mobile phones will establish new opportunities for service provision in the future.

Nghiên cứu này khảo sát tác động của kiến thức khách quan (OK) và kiến thức chủ quan (SK) đối với các lựa chọn bảo hiểm trong thực tế, một nhiệm vụ lựa chọn không đơn giản và chứa nhiều thông tin mà không có lựa chọn nào chiếm ưu thế. Nghiên cứu trước đây đã cho thấy rằng OK và SK có xu hướng tương quan, nhưng không phải lúc nào cũng vậy. Bằng cách sử dụng một phương pháp mới để thao tác trên SK—có thể được áp dụng bởi các nhân viên bán hàng trong các bối cảnh thực tế—chúng tôi đã đảm bảo rằng mức độ của SK và OK không phải lúc nào cũng tương ứng. Những mẫu dữ liệu rõ ràng đã xuất hiện cho thấy một mối quan hệ nghịch đảo giữa SK và OK, cũng như số lượng phát biểu liên quan đến việc cấu trúc hay định hình vấn đề được đưa ra, số lượng các thao tác xử lý thông tin tổng thể đã thực hiện và thời gian dành để đưa ra quyết định. Hầu hết những nỗ lực phụ trội của những cá nhân có SK/OK thấp được dành cho việc định hình vấn đề, không phải thực thi các quy tắc quyết định như so sánh thuộc tính. Những người có OK cao cũng ít có khả năng hiểu sai thông tin sản phẩm hơn. Dù là SK/OK cao hay thấp, không có sự khác biệt trong các lựa chọn cuối cùng, điều này cho thấy rằng cả hai nhóm đều không vội vàng đưa ra một quy tắc lựa chọn đơn giản. Thay vào đó, những người có kiến thức thấp bù đắp cho sự thiếu hụt đó bằng cách dành nhiều thời gian hơn để định hình vấn đề và đưa ra quyết định một cách suy nghĩ cẩn thận, một chiến lược quyết định làm yếu đi tác động của thương hiệu.

This paper makes a detailed comparison of two major financial services in Singapore: life insurance and stockbrokerage. Relationships of perceptions and expectations of service quality, mean service adequacy (MSA) and mean service superiority (MSS) with service satisfaction and loyalty are examined. Results indicate that the reliability aspect of service quality is strongly related to satisfaction and loyalty in the stockbrokerage industry, while the assurance aspect of service quality enjoyed a similar status in the life insurance industry. Results also confirm that while MSA and MSS both drive satisfaction and loyalty, perceptions of actual service have the strongest correlations with those behavioural outcomes. The findings of this paper present some interesting managerial implications.