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39 min
1. Introduction to financial services marketing- Dr. Tina Harrison
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49 min
2. Understanding financial services consumers and behavior- Dr. Tina Harrison
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40 min
3. Customer management in financial services- Ms. Liz Machtynger
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21 min
4. Switching banks: gone but not forgotten- Dr. Ron Garland
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41 min
5. Financial services distribution- Prof. James Devlin
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43 min
6. Internet banking- Ms. Kathryn Waite
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41 min
7. Product management and product elimination- Dr. David Harness
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29 min
8. Bundling in banking - strategy to increase profits- Mr. Martin Koderisch
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60 min
9. Pricing determinants and decisions in financial services- Dr. Hooman Estelami
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33 min
10. Communicating and promoting financial services- Mr. Steve Manton
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44 min
11. Protecting the bottom-line in a downturn- Dr. Dirk Schmidt-Gallas
Printable Handouts
Navigable Slide Index
- Introduction
- Aims of the talk
- The financial services consumer
- What are financial services?
- Distinctive characteristics
- Intangibility
- Inseparability
- Heterogeneity
- Perishability
- Fiduciary responsibility
- Contingent consumption
- Ongoing relationship
- Implications for consumer evaluation
- Traditional models of consumer behaviour
- Need recognition
- Information search
- Problems with information search
- Pension information provision
- Evaluation of alternatives
- Decision-making heuristics
- Influences on heuristics
- Post-purchase behaviour
- Types of consumer behaviour
- Repeat-passive behavioural traits
- Relational-active behavioural traits
- Relational-dependent behavioural traits
- Consumer segments
- Summary
- 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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Talk Citation
Harrison, T. (2008, October 7). Understanding financial services consumers and behavior [Video file]. In The Business & Management Collection, Henry Stewart Talks. Retrieved April 19, 2024, from https://hstalks.com/bm/994/.Export Citation (RIS)
Publication History
Understanding financial services consumers and behavior
Published on October 7, 2008
49 min
