Emotional motivation in banking: Tapping into emotional motivations to secure a bank's future relevance

Con Menictas and Brian Fine

Analyses loan experience perceptions between borrowers and lending officers at four major Australian banks.

Introduction

Covid-19's global devastation and consequential economic turmoil has far surpassed the economic shocks of historical Black Swan events. Covid-19's impact is fuelled by its continued spread and mutation. The inadequate planning for such an event coupled with inadequate health responses, as well as the public's inability to follow simple preventative directives—such as wearing face coverings and social distancing—has helped spread and maintain the virus' impact.

As economies around the world try to get to grips with the full consequences of Covid-19, and the paths they should take to recover, Australia is facing its own economic crisis. Australians have borrowed...

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