...: CE = customer experience, CS = customer satisfaction, CL = customer loyalty, TR = trust, GA = gamification Source: Authors Previous studies reflect NPS measures bank performance (Mecredy et al., 2018). Reichheld (2003) introduced NPS, which shows how customer loyalty affects...

... behavioral consequences. Moreover, the study proposes and validates a theoretical framework based on GE-SQ, value co-creation and customer relationship quality. This study provides insight into using gamification as a practical tool in the e-retailing industry. E-retailing managers use innovative...

... CE with the service profit chain model. This study also fills the gap to understand the use of “gamification” in technology-driven banking services to enhance CE. Finally, an integrative framework is proposed to link technology-related factors (digital banking clues and gamification), customer...

... 4.0. Total quality management Operations management Gamification The concept of participation can be traced to early experiments in shop committees, and the main method of employee participation was through suggestion systems (Porter, 1905 ; Tarbell, 1916 ; Alford, 1919). Lillian Gilbreth...