The role of trust encompasses the exchanges and interactions of a retail bank with its customers on various dimensions of online banking. Specifically lays stress on the bank‐to‐customer exchanges taking place through the technological interface. Hypothesizes shared value, communication and opportunistic behaviour as antecedents to trust. Trust and commitment also have a causal relationship. Proposes and empirically tests five hypotheses with a sample of 510 Internet users of various profiles in India. Develops a structural equation model (Lisrel) and establishes all hypotheses. Observes that shared value is most critical to developing trust as well as relationship commitment. Communication has a moderate influence on trust, while opportunistic behaviour has significant negative effect. Also finds higher perceived trust to enhance significantly customers’ commitment in online banking transaction. An important contribution concerns how trust is developed and sustained over different levels of customer relationship in online banking. The future commitment of the customers to online banking depends on perceived trust.

An inter-disciplinary approach is adopted to provide a deeper understanding of the human resource-service quality relationship. The paper tests the relationships organisational commitment and job satisfaction have with service quality of customer-contact employees. Hypotheses are constructed by reviewing literature in the areas of human resource management and services marketing. A study comprising 342 employees was conducted in four telephone call centres of a major UK retail bank. Investigates how different forms of organisational commitment and job satisfaction influence the service quality delivered by contact employees. Findings indicate that job satisfaction and organisational commitment of employees have a significant impact on service quality delivered. The affective component of commitment was found to be more important than job satisfaction in determining service quality of customercontact employees.

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Purpose -Trust and commitment are the central tenets in building successful long-term relationships in the online retailing context. In the absence of physical interaction between the buyer and the seller, how websites can gain the trust of the buyers and deliver on the promises made have become central issues in online customer relationship management. This paper aims to re-examine the commitment-trust theory (CTT) of relationship marketing in the online retailing context. It seeks to theorize the antecedents and consequences of commitment and trust in the online context and identify how CTT can be adapted in a digitized business environment. Design/methodology/approach -Modified constructs and their measures are developed to understand the antecedents and the outcomes of commitment and trust. Survey data from British online customers (n ¼ 651) are used to test CTT hypotheses with structural equation modelling. Findings -The study suggests a significant modification to the traditional CTT model in the online environment. Privacy and security features of the website along with shared values are the key antecedents of trust, which in turn positively influences relationship commitment. Behavioural intentions of customers are consequences of both trust and commitment. The relationship termination cost has a negative impact on customer commitment. Research limitations/implications -The paper identifies interesting differences between the original work by Morgan and Hunt and the findings presented, but basically concludes that the commitment-trust theory applies to online retailing. Originality/value -Contributions of this study in re-examining the CTT model of relationship marketing in an online context are manifold. This paper proposes a modified model to understand the role of consumer trust and commitment in a digitized environment. The modified constructs and measures truly reflect the dynamism of online business. The extended CTT model can provide better insight into managing customer relationships in online retailing.

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Purpose-Increasing turnover of frontline staff in call centres is detrimental to the delivery of quality service to customers. This paper presents the context for the rapid growth of the business process outsourcing (BPO) sector in India, and addresses a critical issue faced by call centre organisations in this sector-the high employee turnover. Design/methodology/approach-Following a triangulation approach, two separate empirical investigations are conducted to examine various aspects of high labour turnover rates in the call centre sector in India. Study one examines the research issue via 51 in-depth interviews in as many units. Study two reports results from a questionnaire survey with 204 frontline agents across 11 call centres regarding employee turnover. Findings-Our research reveals a range of reasons-from monotonous work, stressful work environment, adverse working conditions, lack of career development opportunities; to better job opportunities elsewhere, which emerge as the key causes of increasing attrition rates in the Indian call centre industry. Research limitations/implications-Our research suggests that there are several issues that need to be handled carefully by management of call centres in India to overcome the problem of increasing employee turnover, and that this also demands support from the Indian government. Originality/value-The contributions of this study untangle the issues underlying a key problem in the call centre industry, i.e. employee turnover in the Indian call centre industry context. Adopting an internal marketing approach, we provide useful information for both academics and practitioners and suggest internal marketing interventions, and avenues for future research to combat the problem of employee turnover.

PurposeHealthcare is among the fastest‐growing sectors in both developed and emerging economies. E‐healthcare is contributing to the explosive growth within this industry by utilizing the internet and all its capabilities to support its stakeholders with information searches and communication processes. The purpose of this paper is to present the state‐of‐the‐art and to identify key themes in research on e‐healthcare.Design/methodology/approachA review of the literature in the marketing and management of e‐healthcare was conducted to determine the major themes pertinent to e‐healthcare research as well as the commonalities and differences within these themes.FindingsBased on the literature review, the five major themes of e‐healthcare research identified are: cost savings; virtual networking; electronic medical records; source credibility and privacy concerns; and physician‐patient relationships.Originality/valueBased on these major themes, managerial implications for e‐healthcare are formulated. Suggestions are offered to facilitate healthcare service organizations' attempts to further implement and properly utilize e‐healthcare in their facilities. These propositions will also help these stakeholders develop and streamline their e‐healthcare processes already in use. E‐healthcare systems enable firms to improve efficiency, to reduce costs, and to facilitate the coordination of care across multiple facilities.

In this study, the recycling behavior of consumers is examined using a model developed based on the goal framing theory (GFT). The GFT provides a holistic comprehensive framework amalgamating three popular psychological theories—theory of planned behavior (TPB), values‐beliefs‐norms (VBNs) theory, and theory on affect (TA). The purpose of this study is to analyze the factors that predict recycling behavior of consumers by examining the extent to which such behavior depends on moral considerations, affective responses, or self‐interest motives. A comprehensive multivariate model with 12 formulated hypotheses is tested with structural equation modeling (SEM) using survey data from 206 individuals. The results of the study indicate that GFT is an appropriate framework in explaining recycling behavior of consumers. The findings of the combined model suggest that while values (biospheric, egoistic), environmental concern, awareness of destructive consequences, ascription of responsibility to self, personal norms, subjective norms, attitudes toward behavior, perceived behavioral control, and intention do significantly predict recycling behavior, altruistic values do not explain behavior‐related intention. In particular, perceived behavioral control seems to be the strongest predictor of recycling intention. Variables of the TPB, which assess gain motives, seem to have the greatest explanatory power for recycling behavior of consumers when the combined model is examined. However, further comparative theory analysis indicates that the recycling behavior of consumers could be better explained by the VBN theory relative to the TPB or TA. The study offers important implications pertaining to environmentally sensitive consumer behavior that would be relevant for marketing managers and policymakers.