...Mercy Mpinganjira Purpose This study aims to conduct a bibliometric and content analysis of customer-to-customer (C2C) helping behaviour, with a specific focus on financial services and social media-mediated service interactions. C2C helping behaviour refers to voluntary actions by customers aimed...

...Kyoung Tae Kim; Lu Fan Purpose Cryptocurrencies have gained popularity among investors despite their high risk and volatility. Social media wields substantial influence over investors' attitudes, judgments and decisions related to investment. This study aims to investigate the associations between...

... exposed a unique view of banking in South Africa. Design/methodology/approach The study made use of both a sentiment and topic analysis of over 1.7 million social media posts in South Africa. The methodology made use of both NLP and human validation techniques to measure changes in social media...

...) as to brand equity created on social media in the banking industry of Latvia. Second, it aims to unveil the indirect effects of brand personality on brand loyalty, treating brand equity as a mediating variable. Design/methodology/approach A questionnaire was designed and a survey method was employed...

...Dr Mohammad G. Nejad; Huong Thi Thanh Tran; James Corner Purpose – The purpose of this paper is to investigate the distinct effects of different communication channels, particularly interpersonal networks, social media, and mass media on customer beliefs and usage intention in a mobile banking...

...Dr Mohammad G. Nejad; Paula Dootson; Amanda Beatson; Judy Drennan Purpose – The purpose of this paper is to examine consumer perceptions of value of financial institutions using social media to interact with consumers; if overall perceived value predicts a consumer’s intention to adopt...