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Understanding elderly customers' resistance to AI-powered chatbots in banking

Walid Chaouali

International Journal of Bank Marketing (2026) 44 (4): 654–679.

https://doi.org/10.1108/IJBM-06-2025-0424

Published: 29 October 2025

View article titled, Understanding elderly customers' resistance to AI-powered chatbots in banking

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Includes: Supplementary data

Journal Articles

Roles of barriers and gender in explaining consumers' chatbot resistance in banking: a fuzzy approach

Walid Chaouali, Nizar Souiden, Narjess Aloui, Norchène Ben Dahmane Mouelhi, Arch George Woodside, Fouad Ben Abdelaziz

International Journal of Bank Marketing (2024) 42 (7): 1867–1887.

https://doi.org/10.1108/IJBM-03-2023-0153

Published: 05 July 2024

View article titled, Roles of barriers and gender in explaining consumers' chatbot resistance in banking: a fuzzy approach

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Journal Articles

Is customer participation always good in service recovery? The moderating role of customers' positive psychological capital

Meteb Naif Alotaibi, Walid Chaouali, Samiha Mjahed Hammami, Klaus Schoefer, Narjess Aloui, Mahmoud Abdulhamid Saleh

International Journal of Bank Marketing (2023) 41 (3): 457–484.

https://doi.org/10.1108/IJBM-03-2022-0101

Published: 27 January 2023

View article titled, Is customer participation always good in service recovery? The moderating role of customers' positive psychological capital

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Journal Articles

Mobile banking adoption: a systematic review

Nizar Souiden, Riadh Ladhari, Walid Chaouali

International Journal of Bank Marketing (2021) 39 (2): 214–241.

https://doi.org/10.1108/IJBM-04-2020-0182

Published: 28 December 2020

View article titled, Mobile banking adoption: a systematic review

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Journal Articles

Design aesthetics as drivers of value in mobile banking: does customer happiness matter?

Walid Chaouali, Renaud Lunardo, Imene Ben Yahia, Dianne Cyr, Abdelfattah Triki

International Journal of Bank Marketing (2020) 38 (1): 219–241.

https://doi.org/10.1108/IJBM-03-2019-0100

Published: 25 July 2019

View article titled, Design aesthetics as drivers of value in mobile banking: does customer happiness matter?

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Journal Articles

Reconsidering the “what is beautiful is good” effect: When and how design aesthetics affect intentions towards mobile banking applications

Walid Chaouali, Imene Ben Yahia, Renaud Lunardo, Abdelfattah Triki

International Journal of Bank Marketing (2019) 37 (7): 1525–1546.

https://doi.org/10.1108/IJBM-12-2018-0337

Published: 19 June 2019

View article titled, Reconsidering the “what is beautiful is good” effect: When and how design aesthetics affect intentions towards mobile banking applications

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Journal Articles

Toward a contagion-based model of mobile banking adoption

Walid Chaouali, Kamel El Hedhli

International Journal of Bank Marketing (2019) 37 (1): 69–96.

https://doi.org/10.1108/IJBM-05-2017-0096

Published: 16 October 2018

View article titled, Toward a contagion-based model of mobile banking adoption

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Understanding elderly customers' resistance to AI-powered chatbots in banking

Roles of barriers and gender in explaining consumers' chatbot resistance in banking: a fuzzy approach

Is customer participation always good in service recovery? The moderating role of customers' positive psychological capital

Mobile banking adoption: a systematic review

Design aesthetics as drivers of value in mobile banking: does customer happiness matter?

Reconsidering the “what is beautiful is good” effect: When and how design aesthetics affect intentions towards mobile banking applications

Toward a contagion-based model of mobile banking adoption

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Understanding elderly customers' resistance to AI-powered chatbots in banking

Roles of barriers and gender in explaining consumers' chatbot resistance in banking: a fuzzy approach

Is customer participation always good in service recovery? The moderating role of customers' positive psychological capital

Mobile banking adoption: a systematic review

Design aesthetics as drivers of value in mobile banking: does customer happiness matter?

Reconsidering the “what is beautiful is good” effect: When and how design aesthetics affect intentions towards mobile banking applications

Toward a contagion-based model of mobile banking adoption

Email alerts

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