Propensity score matching (PSM) has become a popular approach to estimate causal
treatment effects. It is widely applied when evaluating labour market policies, but empirical …

The current banking industry is heavily dependent on technological artifacts supported by
intelligent systems for performance on operational and marketing parameters. However, the …

Understanding customer experience and the customer journey over time is critical for firms.
Customers now interact with firms through myriad touch points in multiple channels and …

This research examines the impact of online–offline channel integration (OI), defined as
integrating access to and knowledge about the offline channel into an online channel …

Understanding the main determinants of Internet banking adoption is important for banks
and users; our understanding of the role of users' perceived risk in Internet banking adoption …

As more firms adopt big data analytics to better understand their customers and differentiate
their offerings from competitors, it becomes increasingly difficult to generate strategic value …

We study the human–robot interaction of financial-advising services in peer-to-peer lending
(P2P). Many crowdfunding platforms have started using robo-advisors to help lenders …

We examine whether firms that emphasize decision making based on data and business
analytics (“data driven decision making” or DDD) show higher performance. Using detailed …

Advancements in information technology have changed the way customers experience a
service encounter and their relationship with service providers. Especially technology-based …

In this article, we discuss the state of the art of models for customer engagement and the
problems that are inherent to calibrating and implementing these models. The authors first …