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Islamic banks compete with traditional (non-Islamic) banks for customers. This paper aims to provide insight into why some Muslims choose to bank with Islamic banks in Pakistan, while others do not. Specifically, it addresses the questions: to what extent are trust and confidence active influencers in the decision making process, are they differentiated or are they one of the same? Also how does the Pakistani collective cultural context further complicate the application of these concepts. For the purposes of this paper trust refers to people and their interpersonal or social relations whereas confidence concerns institutions such as banks.Drawing on interviews with Muslim consumers in Pakistan this study provides further insight into consumer behaviour within financial services and specifically Islamic banking and contributes to our theoretical understanding of the concepts of trust and confidence.

The purpose of this paper is to report on HEIF4 funded research exploring the important areas of research currently being conducted by insurance research practitioners and to identify the key challenges they face when conducting this research. Empirical data was collected via ten in-depth telephone interviews and two separate round table group discussions with research practitioners in the general insurance sector. Three key challenges were identified: over-researching and respondent fatigue; the increasing use of incentives and the emergence of professional respondents; and the problem of ensuring research credibility. The findings reveal the need to update research practices, to take account of the changing context within which research is undertaken, discussing research methodologies and social issues as well as the evolving and ever changing nature of research.The study focused on the general insurance sector. The challenges identified reflect in part the unique nature of this sector but are likely to be equally applicable to other financial services sectors. It would therefore be useful to explore the prevalence of these challenges in other financial sectors. The paper calls on academic researchers to address the challenges identified. Research practitioners want further information, guidance and to learn from "best practice" on how new research techniques can be used to provide quality and timely research; the impact incentives have on research in a business and management context; and how the value of research can be measured. These implications are discussed against a financial backdrop and take account of academic, practitioner and industry challenges.

The major histocompatibility complex (MHC) is the most polymorphic genetic system known in vertebrates. Decades of research demonstrate that it plays a critical role in immune response and disease resistance. It has also been suggested that MHC genes influence social behavior and reproductive phenomena. Studies in laboratory mice and rats report that kin recognition and mate choice are influenced by olfactory cues determined at least in part by an individual's MHC genes. This issue has stimulated intense but controversial research. However, work in this field has only been carried out in rodents and humans. Thus far, no study has directly investigated the relationship between olfactory cues and MHC genotype in nonhuman primates. Furthermore, other genetic loci, including those linked to the MHC, have not been ruled out as the primary influence on odor profiles. To explore the relationship between individual odor profiles and MHC alleles, we are studying ring-tailed lemurs (Lemur catta). These animals are an ideal model species because they are extremely scent-oriented and their behaviors suggest that olfactory signals form an important part of their intra- and intergroup communication systems. Individual odor profiles from tail and scent gland samples were generated for six males using gas chromatography mass spectrometry (GC-MS). MHC genotypes were identified using polymerase chain reaction (PCR) and denaturing gradient gel electrophoresis (DGGE). The GC-MS analyses demonstrated a difference between profiles obtained from tail and scent gland samples. Although our sample size is relatively small and statistical significance could not be obtained, our analyses suggest a relationship between MHC and concentrations of volatile compounds. While these results are preliminary, they support the need for further studies of the MHC and olfactory signals in lemurs and other primates.

The financial services sector is a huge and diverse industry comprising many different forms of organisations and product offerings. Yet, a review of past papers in the Journal of Financial Services Marketing (JFSM) reveals a heavy bias towards articles on banking, to the neglect of other equally important financial services categories. The purpose of this paper is to address this imbalance and to call for more research to be conducted in a wider range of financial services categories. In particular, general insurance is singled out as a category worthy of further research. Looking to the past, this paper reviews research published to-date on general insurance in the JFSM to establish a benchmark and explore theoretical contributions. Attention is then turned to the future to identify a research agenda for the general insurance sector going forward. 5 important themes are identified: trust, transparency and simplification, technology, HNW and Takaful.

This study examines, for the first time, the influence of national culture and industry structure on customer loyalty in grocery retailing. Grocery retailers have a long and continued history of international expansion and it is vital to understand how loyalty can be nurtured in different contexts. Thematic analysis of focus groups conducted in the culturally and structurally disparate countries of the United Kingdom and Sri Lanka provide unique insights. Key differences have been identified around consumer preferences and perceptions of loyalty programmes and the key drivers of different loyalty types. Theoretical and managerial implications are discussed.

Purpose Building on crisis management studies, this study aims to advance research on brand recovery from the existing focus on product brand/customer dyad into stakeholder marketing and corporate branding. Design/methodology/approach This study uses a single case of industry-dominant corporate brand in an enriched context through in-depth analysis of industry informant and secondary data. Findings The paper uncovers detail of corporate brand and stakeholder interactions directed towards recovering corporate brand and restoring trust in the industry. Research limitations/implications This study offers an evidence-based framework of stakeholder interactions designed to support corporate brand recovery (CBR). The rich data are bounded within a single case. Practical implications Framework illustrates the importance of drawing on stakeholders in CBR, particularly in an industry crisis, emphasises trust restoration and reveals the peripheral role of customers in CBR. Social implications This study points to significance of stakeholder networks, particularly in insurance and financial services, in addressing social and ethical issues related to corporate misdeeds is identified. Originality/value This study makes noteworthy contribution to brand recovery research in two ways: firstly, by investigating the recovery of brands at corporate level and, secondly, by detailing the interactions between corporate brand and industry stakeholders in recovering the brand within a stricken industry.

Using an extended SERVQUAL model, this study identifies and compares the importance of service quality to Muslim consumers with an Islamic or non-Islamic bank account in a non-Muslim country, Britain. Eight group discussions and survey with 300 Muslims were conducted. Five dimensions of service quality were identified, i.e. Responsiveness, Credibility, Islamic Tangibles, Accessibility and Reputation. These differ in structure and content from the original SERVQUAL developed in the west and the subsequent CARTER model constructed in a Muslim country. In addition, significant differences were found in the importance rating of items by respondents holding an account with an Islamic bank compared to those with a non-Islamic bank account. This study is one of the first to identify and compare the importance of service quality between Islamic and non-Islamic bank account holders in a western non-Muslim country. The results advance our understanding of the impact of culture on SERVQUAL. The study provides insight into Muslims' bank choice and helps bank managers of both Islamic and non-Islamic banks to focus their attention on the service quality dimensions that matter most to Muslim customers.