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1. Introduction
2. Aims of the talk
3. The financial services consumer
4. What are financial services?
5. Distinctive characteristics
6. Intangibility
7. Inseparability
8. Heterogeneity
9. Perishability
10. Fiduciary responsibility
11. Contingent consumption
12. Ongoing relationship
13. Implications for consumer evaluation
14. Traditional models of consumer behaviour
15. Need recognition
16. Information search
17. Problems with information search
18. Pension information provision
19. Evaluation of alternatives
20. Decision-making heuristics
21. Influences on heuristics
22. Post-purchase behaviour
23. Types of consumer behaviour
24. Repeat-passive behavioural traits
25. Relational-active behavioural traits
26. Relational-dependent behavioural traits
27. Consumer segments
28. Summary
29. References

Topics Covered

• Recent trends affecting the financial services consumer
• The distinctive characteristics of financial services and their implications for consumer evaluation processes
• The consumer decision process as it relates to financial services
• Segment differences and the implications for consumer behavior and relationships

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Series:

• Financial Services Marketing

Categories:

• Finance, Accounting & Economics
• Marketing & Sales

Talk Citation

Publication History

• Published on October 7, 2008