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Keywords: Tensions
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Journal Articles
International Journal of Bank Marketing (2026) 44 (8): 1517–1551.
Published: 28 November 2025
... and work tasks in banking socio-technical systems give rise to tensions. Thus, this study explores how interactions and interdependencies between these elements in socio-technical systems manifest tensions in AI-driven digital servitization efforts in customer advisory and sales in banking. Design...
