Purpose This study aims to demonstrate digital banking's influence on customers' evaluation
of service experience and develop a framework identifying the most significant variables of …

The purpose of this paper is to analyse customer experience (CX) in the fintech sector.
Fintech is a dynamic and innovative field that fully benefits from advances in information and …

Purpose The purpose of this paper is to review what one knows–and does not know about
servicescape and experiencescape. The paper provides a comprehensive …

Purpose The purpose of this paper is to examine customers' perceptions of digital banking
(DB), customer experience, satisfaction, loyalty and financial performance (FP) in UK banks …

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

Marketing has recently shown considerable interest in customer experience (CX). Klaus and
Maklan (2012, 2013) provided a scale, called EXQ, to measure CX quality. In 2014, Klaus …

In a digitally empowered business world, a growing number of family businesses are
leveraging the use of chatbots in an attempt to improve customer experience. This research …

Cultivating high quality relationships with customers is of paramount importance in the
banking sector. However, there has been little effort to examine relationship quality (RQ) in …

Digital banking, customer experience and financial performance: UK bank managers’
perceptions | Emerald Insight Books and journals Case studies Expert Briefings Open Access …

Theoretical literature on customer experience (CX) agrees that the effects of customer
experience on customer behavior depend on different combinations of its dimensions. In …