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Keywords: Banking services
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Journal Articles
Journal:
Management Decision
Management Decision (2025) 63 (10): 3756–3785.
Published: 28 January 2025
...) Method: Qualitative and quantitative Sample: 441 users of banking services and 6 semi-structured interviews from experts To investigate consumers' behavioural shift from human-based customer service to AI-based CCs push, pull and mooring Framework Empathy and adaptability, connectedness, visibility...
