...José-de-Jesús Rocha-Salazar; Jatinder-Jit Singh; María-Jesús Segovia-Vargas Purpose Customer experience (CX) is a key driver of cost efficiency, revenue growth, and competitive advantage in the banking industry. From a service-dominant logic and relationship marketing perspective, experience...

... that during the customer journey, C2C interactions plays a key role by providing information, managing queuing behavior, providing resources, and addressing issues related to other customers’ misbehavior. Additionally, C2C interactions have a positive direct effect on the customer experience, satisfaction...

...Dung Phuong Hoang Purpose We respond to the existing gaps regarding the drivers and outcomes of customer experience quality in the context of bank marketing by examining the interrelationships between distinct dimensions of VTM service quality, customer experience quality and customer loyalty...

... banking experience through AI. Originality/value The authors' paper highlights the importance of human intervention in AI-driven banking by introducing personalised service experience elements and highlighting the role of customer experience in AI-driven banking services in emerging markets...

... 2020 16 09 2020 16 10 2020 16 10 2020 © Emerald Publishing Limited 2020 Emerald Publishing Limited Licensed re-use rights only Trust Relationship marketing Mobile phone Customer experience Elderly consumers Financial institutions Banks Université du Québec...

...Abdullah Sultan Purpose The purpose of this paper is to study the effect of staged customer experiences on customer switching costs in the banking industry. Design/methodology/approach Brand touchpoints in the banking industry are identified by exploratory research using focus group sessions...

...Pallavi R. Kamath; Yogesh P. Pai; Nandan K.P. Prabhu Purpose The purpose of this paper is to advance research on the relationship between customer experience and customer loyalty by exploring the serially mediating roles of brand equity and customer satisfaction and the moderating roles of age...

...Jae Woo Shin; Ji Yeon Cho; Bong Gyou Lee Purpose The purpose of this paper is to compare customer experience (CE) between digital and traditional South Korean bank users and its relationship with customer satisfaction (CS). Design/methodology/approach A survey of bank customers was conducted...

... a content analysis method. Findings The findings illustrate the importance of customer centricity in the mobile banking context by identifying customer experience and related value in a new mobile banking service. The study extends current understanding of customer experience as a complex...

...Adel A.A. Al-Wugayan Purpose The purpose of this paper is to investigate the extent to which customer experience and relationship marketing (RM), as two widely used service management approaches, can effectively determine satisfaction and commitment as two relational quality constructs...

...Michele Gorgoglione; Umberto Panniello Purpose The purpose of this paper is to demonstrate that a deeper analysis of customer experience (CE) can identify idiosyncratic and critical perceptions in the experiences of groups of customers. Design/methodology/approach The methodology...

... Y in our study) have the stimuli of the experience with the bank. 28 03 2017 16 06 2017 02 08 2017 © Emerald Publishing Limited 2018 Emerald Publishing Limited Licensed re-use rights only Customer experience Banking sector Brand equity Dominance Pleasure...

... of this paper is to build a case for banks to evaluate their processes on the dimension of customer experience (CE). Design/methodology/approach The study performs in-depth review of literature to identify the factors of CE and uses confirmatory factor analysis to confirm these factors in Indian retail...

...Cajetan I. Mbama; Patrick O. Ezepue Purpose The purpose of this paper is to examine customers’ perceptions of digital banking (DB), customer experience, satisfaction, loyalty and financial performance (FP) in UK banks. Design/methodology/approach The research consists of a survey of UK bank...

...Philipp Klaus; Michele Gorgoglione; Daniela Buonamassa; Umberto Panniello; Bang Nguyen Purpose – The purpose of this paper is to model customer experience (CE) as a “continuum”, labelled customer experience continuum (CEC). The paper adopts a CE quality construct and scale (EXQ) to determine...