...Muhammad Naeem; Wilson Ozuem; Philippa Ward COVID-19 Vulnerable populations Retail mobile banking Affordance Accessibility Triangulation Muhammad Naeem is the corresponding author and can be contacted at: mnaeem@arden.ac.uk 08 02 2021 19 02 2021 08 03 2021 10...

... meaningful for the perceived authenticity of OOBs. Our work has theory testing and building components. Findings We identify five dimensions that are meaningful to define consumers' perceived authenticity of OOBs. They are “honesty”, “connection”, “continuity”, “craftsmanship” and “accessibility...

... and disconfirmation of expectations about crowding and accessibility are important in determining promoter scoring. To reduce stress and increase satisfaction and promoter scoring, managers should focus on exceeding customers' expectations about mall accessibility and on ensuring that customers experience a lower...