...Shubhomoy Banerjee; S. Sreejesh Purpose This research seeks to establish the roles of marketer-driven relationship-building strategies – relationship-marketing orientation and knowledge sharing with customers on intrinsic customer motivation and the continued usage of mobile banking apps...

... to continue using the e-postbox; interestingly, older customers use it more and share more word-of-mouth. Research limitations/implications This paper develops a post-adoption model that highlights the importance of continued usage for successful co-creation between the bank and its customers...