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Keywords: Service innovation
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Journal Articles
Can artificial intelligence enhance service quality?: Evidence from US financial services
Available to Purchase
International Journal of Bank Marketing 1–19.
Published: 27 February 2026
... 02 2026 07 02 2026 © Emerald Publishing Limited 2026 Emerald Publishing Limited Licensed re-use rights only Artificial intelligence Service quality Customer journey Critical incident Ethics Service innovation The use of AI is pervasive in financial services...
Journal Articles
Service innovation, service delivery and customer satisfaction and loyalty in the banking sector of Ghana
Available to Purchase
International Journal of Bank Marketing (2019) 37 (5): 1215–1233.
Published: 12 February 2019
...Kong YuSheng; Masud Ibrahim Purpose The concept of innovation is gaining ground steadily in the context of an increasingly competitive and highly volatile banking sector. The purpose of this paper is to find out the role of service innovation (SI) in the relationship between service delivery...
Journal Articles
Corporate social responsibility and service innovation on customer loyalty: An empirical investigation in wealth management services
Available to Purchase
International Journal of Bank Marketing (2015) 33 (6): 823–839.
Published: 07 September 2015
... social responsibility (CSR) and service innovation strategies to influence customer loyalty. Design/methodology/approach – A review of the related literature indicated that scant studies have determined the meanings and outcomes of CSR and service innovation. Therefore, the roles of CSR...
