Customer satisfaction and dissatisfaction in retail banking: Exploring the asymmetric impact of attribute performances

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The influence of online store beliefs on consumer online impulse buying: A model and empirical application (2011, background): “Having a symmetric effect on both emotions, merchandise attractiveness seemed to be a performance factor [2].”
Corporate Social Responsibility as a Vehicle to Reveal the Corporate Identity: A Study Focused on the Websites of Spanish Financial Entities (2011, background): “Besides, at a time when banks are experiencing increasing levels of customer dissatisfaction (Arbore and Busacca 2009), and given the high level of customers’ implication with the services, recent research suggest that investing in CSR and communicating this responsible behaviour may help firms to…”
Customer satisfaction, loyalty and financial performance A holistic approach of the Greek banking sector (2013, background): “Tangibles This factor includes constructs like the physical layout and furniture of a bank, the physical facilities, the equipment, the cleanliness, the personnel appearance and the atmosphere and environment inside the bank (Arbore and Busacca, 2009; Hossain and Leo, 2009).”