Tina Harrison is Senior Lecturer at the University of Edinburgh, UK and editor of the Journal of Financial Services MarketingHooman Estelami is Professor of Marketing at Fordham University, USA

'Dramatic changes in technology, regulations and consumer behavior are transforming the financial services industry around the world. This book provides an excellent and comprehensive perspective from several experts on how marketing practices need to change in this dynamic industry.' - Sunil Gupta, Professor, Harvard University, USA'This book makes a most valuable contribution to research and professionals operating in the financial services industry. In particular, it focusses on the unique nature of the industry, and the diverse range of traditional and emergent issues it is currently facing. In this respect, the book is highly topical and fully reflects the dynamic nature of these issues and the associated challenges.' - Barry Howcroft, Professor, Loughborough University, UK'While most financial institutions focus their energy on adhering to the new regulatory environment, this book brings the attention of practitioners and academics back to its origins, namely how to create outstanding customer value in a fast changing environment by providing services for financial security, stability and flexibility. It offers a comprehensive perspective on how to regain trustful relationships with customers and stay competitive against the upcoming new players in the market.' - Peter Maas, Professor, University of St.Gallen, Switzerland'This essential guide to financial services marketing provides a comprehensive, expert and critical picture of a vital area of economic life. Researchers and practitioners alike will find it indispensable.' - Karen Rowlingson, Professor, University of Birmingham, UK

• Introduction: Financial services marketing in a post-crisis era Part 1: 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 Part 2: 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 Part 3: 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 Part 4: 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 Part 5: 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 Part 6: 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 Part 7: 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 Part 8: 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 Part 9: Alternative Banking Models 26. Islamic Banking 27. Islamic Perspectives on Risk and Insurance Marketing 28. Microfinance - Supporting Micro and Small Enterprises Part 10: 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 Part 11: 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

Tina Harrison is Senior Lecturer at the University of Edinburgh, UK and editor of the Journal of Financial Services MarketingHooman Estelami is Professor of Marketing at Fordham University, USA

'Dramatic changes in technology, regulations and consumer behavior are transforming the financial services industry around the world. This book provides an excellent and comprehensive perspective from several experts on how marketing practices need to change in this dynamic industry.' - Sunil Gupta, Professor, Harvard University, USA'This book makes a most valuable contribution to research and professionals operating in the financial services industry. In particular, it focusses on the unique nature of the industry, and the diverse range of traditional and emergent issues it is currently facing. In this respect, the book is highly topical and fully reflects the dynamic nature of these issues and the associated challenges.' - Barry Howcroft, Professor, Loughborough University, UK'While most financial institutions focus their energy on adhering to the new regulatory environment, this book brings the attention of practitioners and academics back to its origins, namely how to create outstanding customer value in a fast changing environment by providing services for financial security, stability and flexibility. It offers a comprehensive perspective on how to regain trustful relationships with customers and stay competitive against the upcoming new players in the market.' - Peter Maas, Professor, University of St.Gallen, Switzerland'This essential guide to financial services marketing provides a comprehensive, expert and critical picture of a vital area of economic life. Researchers and practitioners alike will find it indispensable.' - Karen Rowlingson, Professor, University of Birmingham, UK

• Introduction: Financial services marketing in a post-crisis era Part 1: 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 Part 2: 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 Part 3: 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 Part 4: 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 Part 5: 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 Part 6: 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 Part 7: 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 Part 8: 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 Part 9: Alternative Banking Models 26. Islamic Banking 27. Islamic Perspectives on Risk and Insurance Marketing 28. Microfinance - Supporting Micro and Small Enterprises Part 10: 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 Part 11: 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