The artificial intelligence (AI) chatbot is emerging as a significant corporate customer-facing
application, potentially increasin customer service efficiency while reducing costs. However …

Purpose The purpose of this paper was to examine the relationship between electronic
customer relationship management (E-CRM) and customer satisfaction through the …

This paper investigates how consumers respond to online recovery strategies in response to
a service failure in the online travel agencies (OTA) context. The study also examines the …

The present study examined the anticipated technology service quality of private commercial
banks in Bangladesh, with a particular emphasis on the satisfaction of e-consumers …

Purpose The research on consumerism has been dramatically rising in recent decades.
However, in the food industry, little research has been empirically conducted in the …

Purpose This study evaluates the integrative role of justice theory, religiosity, satisfaction
and trust in influencing customer loyalty to Islamic mobile banking. Design/methodology …

Purpose The study aims to explore the themes responsible for employee orientation and
further their role in building strong customer relationships in telecom and organized retail …

This study examined the impact of E-CRM on customer loyalty with the mediating effect of
customer satisfaction in the banking industry. Customer satisfaction is important for loyalty …

With a marketing environment in which the winds of change are intense due to technological
developments, CRM based on modern technologies and the Internet has become an …

Purpose The purpose of this paper is to identify select antecedents for affective commitment
(AC) and whether organizational trust (OT) mediates the relationship between dimensions of …