... Customer value Formative measure Hanen Charni is the corresponding author and can be contacted at: hcharni@effatuniversity.edu.sa 20 03 2019 13 10 2019 13 11 2019 18 11 2019 © Emerald Publishing Limited 2019 Emerald Publishing Limited Licensed re-use rights only...

...Hanna Komulainen; Saila Saraniemi Purpose The purpose of this paper is to increase understanding about how to improve customer value and to make mobile banking services a profitable business for banks and other financial actors. The study explores the user experiences and related value of a new...

... switching costs through customer value. The synergistic effect of self-efficacy and adviser-efficacy moderates the relationships among customer participation, customer value and switching costs. The incongruent levels of self-efficacy and adviser-efficacy can increase customer value and switching costs...

... leveraged through a discussion-like interface. The purpose of this paper is to uncover how insurance chatbots support customers’ value creation. Design/methodology/approach Three complementary theoretical perspectives – artificial intelligence, service logic, and reverse use of customer data...

.../approach A conceptual model is presented, which is empirically tested with 3,494 insurance customers from ten counties with structural equation modelling and multi-group analysis. Findings Customer value in the insurance industry consists of three factors (customer value provided by the company...

... implications – The netnographic method illustrates how naturalistic data about customers’ retail bank experiences can be retrieved unobtrusively. The findings help bank management to understand what comprises customer value beyond the service encounter. Originality/value – The paper contributes...

... customer value through cross‐selling. Design/methodology/approach A qualitative study of eight providers, augmented with interviews among eight of their small and medium‐sized enterprise (SME) customers, form the empirical basis of the study. Findings Financial service providers anticipate a shift...

... from 299 customers, concerning two large financial institutions within Chile, are used to test relationships among ethical perceptions, customer value, satisfaction, and loyalty. Hypotheses are tested with a structural equation model. Findings Results show that ethical perceptions about...