Understanding the intergenerational transmission of cherished possessions: Insights for estate planning, trust officers and other end-of-life professionals

Carolyn Folkman Curasi, Linda L Price, Eric J. Arnould

Research output: Contribution to journalArticle

Abstract

In order to survive in today's increasingly competitive marketplace, retail banks must focus on emphasising relationships and must personalise service interactions, differentiating their organisation. Trust departments have an opportunity to build credibility and gain a competitive advantage by expanding the scope of advice given, and in doing so can build intergenerational business with spouses, children and grandchildren. Recent research suggests that the conflicts resulting from estate settlements are on the increase and are commonly due to the disposition of possessions, not financial assets that can often be easily divided. In this paper the authors focus specifically on how professionals dealing with end of life issues can better understand the phenomena of cherished possessions. The managerial implications of this research can have a profound impact on financial service providers and their ability to build loyalty and to increase customer retention.

Original languageEnglish (US)
Pages (from-to)369-383
Number of pages15
JournalJournal of Financial Services Marketing
Volume7
Issue number4
DOIs
StatePublished - Jun 1 2003
Externally publishedYes

Fingerprint

Service provider
Credibility
Spouses
Loyalty
Customer retention
Competitive advantage
End of life
Interaction
Disposition
Retail
Financial assets
Financial services
Intergenerational transmission
Planning

Keywords

  • customer loyalty
  • estate planning
  • Mature consumers
  • retention
  • trust departments

ASJC Scopus subject areas

  • Marketing
  • Finance

Cite this

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