..., they promote such consumers’ financial inclusion. Practical implications Low-income consumers are mostly unable to access formal financial services due to the existing supply- and demand-side impediments. Understanding ROSCAs’ institutional functioning can help formal financial service providers create...

...Nkosinathi Sithole; Gillian Sullivan Mort; Clare D'Souza Purpose This paper aims to examine customer experience value orchestrated by non-banks' financial touchpoints to understand how they enhance the financial inclusion of low-income consumers. Design/methodology/approach Two independent...