Acquisition effects in private banking: avoiding client losses

Finken, Stefan K and Kaufmann, Hans Ruediger and Bown, G Robin (2016) Acquisition effects in private banking: avoiding client losses. Journal for Global Business Advancement, 9 (2). pp. 112-130. ISSN 1746-966X

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Abstract

The credit crunch of 2009 has had significant impact on financial services, and the effects on customer service are only now becoming apparent. Private banks offer a custom-made and individual financial service with a close personal relationship between customer and bank. During a process of acquisition a significant percentage of an acquired private bank's client base is lost and, therefore, client retention is important in this context. This paper takes notice of this circumstance during the credit crunch when unplanned acquisitions were occurring. It uses a qualitative content analysis and interview data. Although the owners of the bank have changed, the bank is urgently advised to design sustainable client relationships based on the knowledge of their clients' perceptions. The paper proposes a new model of private banking consumer perception that identifies determinants of client migration. This model will be of use for researchers and practitioners in this area of management.

Item Type: Article
Article Type: Article
Uncontrolled Keywords: credit crunch; unplanned acquisitions; private banks; banking industry; qualitative content analysis; determinants; client migration; client perceptions; acquisition effects; client losses; customer retention; client relationships; modelling
Related URLs:
Subjects: H Social Sciences > HG Finance
H Social Sciences > HG Finance > HG1501 Banking
Divisions: Schools and Research Institutes > Business School > Business and Human Resource Management
Research Priority Areas: Applied Business Research
Depositing User: Anne Pengelly
Date Deposited: 10 May 2016 11:51
Last Modified: 22 Sep 2017 13:20
URI: http://eprints.glos.ac.uk/id/eprint/3459

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