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Papers by Patria Laksamana

Research paper thumbnail of Switching Costs and Social Bonds in a Blended Bank Service Environment

Recent advancements in information technology have created a new competitive structure in the ban... more Recent advancements in information technology have created a new competitive structure in the banking sector. The sector has experienced greater scope of competition from online banks, increased spatial distance brought about by the use of e-banking, greater information sharing on web forums evaluating bank products, and a growing cohort of deal-oriented customers who may not want to be locked-in to any particular bank. Banks are also increasingly moving to "blended" service offerings, which combine on-line and off-line channels for innovative solutions to their customers. This conceptual paper reviews the impact of these key issues on long-term commitment in bank-customer relationships, and poses several questions on the changing role of switching costs and social bonds that researchers need to address.

There is no doubt from our brief encapsula plays an important role in the bank-custo where it is difficult to make a marriage wo spatial distance between ban the mo Figure for diffe foster g king greater social bo what wi should banks in are we number of opportuniti re research in reater trust and comm nds despite th 1 be an appropriate blend of online and traditiona have in order to maintain social bonds and hence com vest in branch networks to create social bonds with th underestimating the impact of a simple smile shared be has reduced the nu es th this area to . How are social bo rent customer segme mM customer? the bank a ber of opportun e banl address seve nds im nts? H mM nd its cus k has in creati pacted by sp e spa tial distance c ral qu atial distance i Ow does soci itment? From a man ng and main estions rela tai tin al bonding int agerial poin reated by e-ba S el d wif ract wi tome th switchi t of view, how cai nking? S ervices a partic mitment? Shou r customers? At a micro-level, tween a bank employee and a tion of the key literature on social bonds that it er relationship. Just as i rk if the husband an tomers brought abou ities for personal i n human relationships, fe are living apart; the increasi and he bonds. pro-form ng use of e- nce reduced We call for a model in r relationships ng costs to n banks create hould banks consider ular customer d online-only

Research paper thumbnail of A Conceptual Model of Purchase Intentions in Banking based on Utility Theory

The entry of foreign banks into a certain country marketplace significantly impacts on the openin... more The entry of foreign banks into a certain country marketplace significantly impacts on the opening up of new markets, as well as creates tough competition. The main purpose of the paper is to propose a purchase intentions model for foreign and domestic banks in a particular country based on the utility theory. This will help determine new dimensions of bank customer' characteristics and help gauge the impact these on their preferences and attitudes. The paper yields numerous theoretical directions and potential managerial implications, which will enrich the interplay of the related constructs causing purchase intentions in relation to bank customer.

Research paper thumbnail of Key Issues for Bank-Customer Commitment and Trust in an e-Banking Era

The competitive structure of the banking sector has evolved, and is now characterised by greater ... more The competitive structure of the banking sector has evolved, and is now characterised by greater scope of competition from online banks, increased spatial distance brought about by the use of e-banking, a situation of near "perfect information" brought about by greater information sharing on web forums evaluating bank products, and a growing cohort of dealoriented customers who may not want to be locked-in to any particular bank. While the constructs of commitment and trust have been widely applied in relationship marketing studies, the structural changes occurring in the banking sector have brought about the necessity of examining key issues that impact on long-term commitment in bank-customer relationships for the current context. Through solid fundamentals in social exchange theory and equity theory as well as logical arguments from previous research, we suggest examining the changing role of switching costs and social bonds in this new environment, and pose several questions that researchers need to address. . Two sides to attitudinal commitment: the effect of calculative and loyalty commitment on enforcement mechanisms in distribution channels.

Research paper thumbnail of Constructing a Purchase Intention Model for Foreign Banks Operating within Indonesia

Indonesia is a developing economy and reliant upon foreign direct investment to increase its econ... more Indonesia is a developing economy and reliant upon foreign direct investment to increase its economic outlook. However, being located in a strategic position between Asia, Australasia and Oceania has made it an attractive proposition for foreign banks such as Citibank, HSBC, Standard Chartered. Despite this there are many market and regulatory challenges facing foreign banks operating within Indonesia. To gain a competitive edge they must clearly understand how the many cultures, values, norms, behaviours, mindsets and consumer lifestyles within Indonesia can be used to help drive strategy. Unfortunately, very little is known about Indonesian consumption preferences for foreign bank offerings. By drawing upon utility theory (UT) the main aim of this manuscript is to construct a purchase intention model that explains the effects of country of origin, trust and social consciousness upon purchase intentions of foreign bank offerings. Based upon the conceptual model we discuss a number of implications.

Research paper thumbnail of Extending the Commitment-Trust Model: Suggestions for Future Research Agenda

duplication.net.au

The commitment-trust model by is an established and well utilised model in relationship marketing... more The commitment-trust model by is an established and well utilised model in relationship marketing. Since its inception, many research studies have utilised the model in various settings, and in various extended forms with mixed results. This conceptual paper discusses several research propositions which contribute to the development of the model in two major ways -firstly, it proposes the inclusion of switching costs and interaction quality as moderators to the commitment-trust relationship to aid the understanding of the contextual bounds that influence the relationship between these two constructs, and secondly, it addresses the subjective nature of current measures of the commitment construct by proposing that continuance commitment may be measured more objectively using data on customer retention and cross-buying behaviour. This paper holds important implications for the future research agenda in this area.

Research paper thumbnail of Switching Costs and Social Bonds in a Blended Bank Service Environment

Recent advancements in information technology have created a new competitive structure in the ban... more Recent advancements in information technology have created a new competitive structure in the banking sector. The sector has experienced greater scope of competition from online banks, increased spatial distance brought about by the use of e-banking, greater information sharing on web forums evaluating bank products, and a growing cohort of deal-oriented customers who may not want to be locked-in to any particular bank. Banks are also increasingly moving to "blended" service offerings, which combine on-line and off-line channels for innovative solutions to their customers. This conceptual paper reviews the impact of these key issues on long-term commitment in bank-customer relationships, and poses several questions on the changing role of switching costs and social bonds that researchers need to address.

There is no doubt from our brief encapsula plays an important role in the bank-custo where it is difficult to make a marriage wo spatial distance between ban the mo Figure for diffe foster g king greater social bo what wi should banks in are we number of opportuniti re research in reater trust and comm nds despite th 1 be an appropriate blend of online and traditiona have in order to maintain social bonds and hence com vest in branch networks to create social bonds with th underestimating the impact of a simple smile shared be has reduced the nu es th this area to . How are social bo rent customer segme mM customer? the bank a ber of opportun e banl address seve nds im nts? H mM nd its cus k has in creati pacted by sp e spa tial distance c ral qu atial distance i Ow does soci itment? From a man ng and main estions rela tai tin al bonding int agerial poin reated by e-ba S el d wif ract wi tome th switchi t of view, how cai nking? S ervices a partic mitment? Shou r customers? At a micro-level, tween a bank employee and a tion of the key literature on social bonds that it er relationship. Just as i rk if the husband an tomers brought abou ities for personal i n human relationships, fe are living apart; the increasi and he bonds. pro-form ng use of e- nce reduced We call for a model in r relationships ng costs to n banks create hould banks consider ular customer d online-only

Research paper thumbnail of A Conceptual Model of Purchase Intentions in Banking based on Utility Theory

The entry of foreign banks into a certain country marketplace significantly impacts on the openin... more The entry of foreign banks into a certain country marketplace significantly impacts on the opening up of new markets, as well as creates tough competition. The main purpose of the paper is to propose a purchase intentions model for foreign and domestic banks in a particular country based on the utility theory. This will help determine new dimensions of bank customer' characteristics and help gauge the impact these on their preferences and attitudes. The paper yields numerous theoretical directions and potential managerial implications, which will enrich the interplay of the related constructs causing purchase intentions in relation to bank customer.

Research paper thumbnail of Key Issues for Bank-Customer Commitment and Trust in an e-Banking Era

The competitive structure of the banking sector has evolved, and is now characterised by greater ... more The competitive structure of the banking sector has evolved, and is now characterised by greater scope of competition from online banks, increased spatial distance brought about by the use of e-banking, a situation of near "perfect information" brought about by greater information sharing on web forums evaluating bank products, and a growing cohort of dealoriented customers who may not want to be locked-in to any particular bank. While the constructs of commitment and trust have been widely applied in relationship marketing studies, the structural changes occurring in the banking sector have brought about the necessity of examining key issues that impact on long-term commitment in bank-customer relationships for the current context. Through solid fundamentals in social exchange theory and equity theory as well as logical arguments from previous research, we suggest examining the changing role of switching costs and social bonds in this new environment, and pose several questions that researchers need to address. . Two sides to attitudinal commitment: the effect of calculative and loyalty commitment on enforcement mechanisms in distribution channels.

Research paper thumbnail of Constructing a Purchase Intention Model for Foreign Banks Operating within Indonesia

Indonesia is a developing economy and reliant upon foreign direct investment to increase its econ... more Indonesia is a developing economy and reliant upon foreign direct investment to increase its economic outlook. However, being located in a strategic position between Asia, Australasia and Oceania has made it an attractive proposition for foreign banks such as Citibank, HSBC, Standard Chartered. Despite this there are many market and regulatory challenges facing foreign banks operating within Indonesia. To gain a competitive edge they must clearly understand how the many cultures, values, norms, behaviours, mindsets and consumer lifestyles within Indonesia can be used to help drive strategy. Unfortunately, very little is known about Indonesian consumption preferences for foreign bank offerings. By drawing upon utility theory (UT) the main aim of this manuscript is to construct a purchase intention model that explains the effects of country of origin, trust and social consciousness upon purchase intentions of foreign bank offerings. Based upon the conceptual model we discuss a number of implications.

Research paper thumbnail of Extending the Commitment-Trust Model: Suggestions for Future Research Agenda

duplication.net.au

The commitment-trust model by is an established and well utilised model in relationship marketing... more The commitment-trust model by is an established and well utilised model in relationship marketing. Since its inception, many research studies have utilised the model in various settings, and in various extended forms with mixed results. This conceptual paper discusses several research propositions which contribute to the development of the model in two major ways -firstly, it proposes the inclusion of switching costs and interaction quality as moderators to the commitment-trust relationship to aid the understanding of the contextual bounds that influence the relationship between these two constructs, and secondly, it addresses the subjective nature of current measures of the commitment construct by proposing that continuance commitment may be measured more objectively using data on customer retention and cross-buying behaviour. This paper holds important implications for the future research agenda in this area.