The document discusses different types of relationships that customers can have with their banks: 1) Faltering relationships are those that are at risk of breaking down or are continued only due to lack of alternatives. 2) Functional relationships are based on habit and inertia, with low levels of trust and emotion. Customers remain loyal only to maintain the status quo. 3) Perceptual relationships involve "ideological" ties where customers identify with banks, for example due to ethnic similarities. 4) Affective relationships have high levels of trust and emotion, with customers enjoying preferential treatment. The research found banks need a nuanced understanding of customers and flexible approaches, as a customer's needs may change