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Keywords: Self-service technologies
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Journal Articles
International Journal of Bank Marketing (2022) 40 (3): 458–483.
Published: 24 December 2021
...Nedra Bahri Ammari; Abir Hsouna; Mounia Benabdallah; Anish Yousaf; Abhishek Mishra Purpose The purpose of this study is to investigate the impact of dissatisfaction and anger, driven by the failure of the self-service technology of banks, on customers' post-purchase behavioural reactions...
Journal Articles
International Journal of Bank Marketing (2019) 37 (1): 69–96.
Published: 16 October 2018
...Walid Chaouali; Kamel El Hedhli Purpose The purpose of this paper is to address the following question: Can a bank capitalize on its well-established self-service technologies (SSTs) in order to entice customers to adopt a newly introduced SST, namely, mobile banking? More specifically...
