A systematic review of responsiveness to develop future research agenda: a TCCM and bibliometric analysis
Purpose This paper aims to epistemologically extend and explore the present theories from
prior research conducted in the area of responsiveness. Furthermore, it determines to …
prior research conducted in the area of responsiveness. Furthermore, it determines to …
Trust, commitment, customer intimacy and customer loyalty in Islamic banking relationships
Purpose The purpose of this paper is to investigate the role of trust in enhancing customer
loyalty, and to test the mediation role of commitment and customer intimacy in the …
loyalty, and to test the mediation role of commitment and customer intimacy in the …
The role of customer intimacy in increasing Islamic bank customer loyalty in using e-banking and m-banking
Purpose The purposes of this study are to develop an extended technology acceptance
model (TAM) model by adding customer intimacy, perceived risk, trust and Sharia …
model (TAM) model by adding customer intimacy, perceived risk, trust and Sharia …
I won't touch money because it is dirty: examining customer's loyalty toward M-payment
Purpose Several industries including banking are booming because of COVID-19. However,
it is still unknown whether this growth is momentary or permanent in nature. Hence, this …
it is still unknown whether this growth is momentary or permanent in nature. Hence, this …
Customer engagement, dependence and loyalty: An empirical study of Chinese customers in multitouch service encounters
The existing literature emphasizes the importance of customer engagement and customer
dependence in service encounters. An essential and typical manifestation of customer …
dependence in service encounters. An essential and typical manifestation of customer …
Guest editorial: relationship marketing–past, present and future
J Gummerus, C von Koskull… - Journal of services …, 2017 - emerald.com
Purpose In a time when relationships have been recognized as an integral part of
contemporary marketing theory and practice, what role can the sub-discipline of relationship …
contemporary marketing theory and practice, what role can the sub-discipline of relationship …
Examining the impact of service robot communication styles on customer intimacy following service failure
J Park, JW Yoo, Y Cho, H Park - Journal of Retailing and Consumer …, 2023 - Elsevier
With the growing use of robots in the service industry, service failures have increased. This
study applies the Communication Accommodation Theory to examine how robot employees' …
study applies the Communication Accommodation Theory to examine how robot employees' …
Frontline employees' performance in the financial services industry: the significance of trust, empathy and consumer orientation
B Raza, S St-Onge, M Ali - International Journal of Bank Marketing, 2023 - emerald.com
Purpose Based upon social exchange theory, this study investigates the mediating effect of
consumers' trust in banking industry frontline employees on two relationships:(1) the relation …
consumers' trust in banking industry frontline employees on two relationships:(1) the relation …
Assessing the implementation of AI integrated CRM system for B2C relationship management: integrating contingency theory and dynamic capability view theory
Customer relationship management (CRM) is a strategic approach to manage an
organization's interaction with current and potential customers. Artificial Intelligence (AI) can …
organization's interaction with current and potential customers. Artificial Intelligence (AI) can …
The effects of service recovery and relational selling behavior on trust, satisfaction, and loyalty
CC Chang, JS Hung - International Journal of Bank Marketing, 2018 - emerald.com
Purpose The purpose of this paper is to investigate the relationship between service
recovery and relational selling behavior on trust and satisfaction in the banking industry …
recovery and relational selling behavior on trust and satisfaction in the banking industry …