Determinants of customer satisfaction in retail bankng at Dunkwa, Ghana by Appiah, Theresa Evelyn

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Translating customer service expectations into supporting business processes

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Sales assistants serving customers with traumatic brain injury

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Influence of customer feedback in driving service innovation in the public sector

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The relationship between value co-creation and customer perceived value

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Product personalisation in the era of big data : the influence on customer loyalty

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Software-as-a-Service (SaaS) : considerations and implications for SaaS customers by Dippenaar, Jacobus Frederik

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Customer adoption and use of the electronic statement service in online banking

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Treating customers fairly : Group Life Insurance in South African Law

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Corporate social investment as a driver of customer loyalty at the bottom of the pyramid

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The relationship between transparency and customer-based brand equity in the FMCG industry

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The role relationship benefits have on customer equity in the business-to-business environment

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Customer perceived benefits and loyalty programme effectiveness in the financial services industry

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Determining shelve placement in a chain store for optimal customer interaction by Olivier, Zen-Mari

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Creating customer service improvement in retail : building frontline employee engagement

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Effect of Mobile Money Services on Savings Intention of Customers within Kumasi Metropolis by Mpiani, Collins

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A data analysis demonstrator for managing customer experience in a partnering venture by Roos, Maryke

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Quality customer information management in the financial services industry : a case study by Malan, George Francois

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Influencing customer retention for low-consumption credence goods through social norms

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Customer resistance to chatbots in financial services: a social exchange theory perspective by Patel, Kayla

“…This study enhances the literature by clarifying how to implement chatbots more effectively in financial services, addressing customer concerns and minimising negative impacts on customer relationships. …”
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