Purpose This paper aims to identify the generic service quality dimensions of technology‐based banking and examine effect these on customer satisfaction loyalty. Design/methodology/approach The are identified using an exploratory factor analysis (EFA). Next reliability validity factors loyalty established through confirmatory (CFA) AMOS 16.0 s/w. related hypotheses were tested structural equation modeling 16.0. Findings identifies four in services – service, technology security information...

Internet of things (IoT) is a novel paradigm that aims to bridge the digital world with real world. With rapid advancements in and communication technology, we are witnessing dawn new era IoT various industries. The retail industry at forefront embracing IoT, which expected change way customers experience shopping. Drawing on service-dominant logic, this study proposes customer interaction technology results value co-creation. Responses collected from 289 users setting. Results partial least...

Abstract While artificial intelligence (AI) requires business model innovation, it simultaneously poses persistent operational, regulatory and strategic challenges, highlighting the importance of researching AI adaptation to appropriate organizational value. is not monolithic, its nature consequent value appropriation processes may vary due external factors an organization's approach innovation resource management. Accordingly, a taxonomy link with can yield theoretical understanding...

Summary Transport of water and ions in shales its impact on shale stability were studied to facilitate the improvement water-based muds as drilling fluids. parameters associated with flows driven by gradients pressure chemical potential quantified key laboratory full-scale experiments. The experimental results show that low-permeability matrices intact, clay-rich can act imperfect or "leaky" membranes will sustain osmotic flow water. Moreover, ability is shown provide a powerful new means...

Purpose – The purpose of the study is to develop and empirically test a model which examines relationship between e-servicescape dimensions, website quality stickiness, loyalty word-of-mouth (WOM). role WOM in influencing consumer behaviour documented literature. However, despite its growing importance, research on antecedents e-retail context sparse. Design/methodology/approach Data were collected by circulating questionnaire using an online survey from graduate undergraduate students...

The emergence of Internet banking has transformed the systems across globe. As a channel to market, allows geographical constraints be overcome by offering various products and services at lower customer costs. An understanding factors influencing adoption is both relevant timely. This study integrates technology acceptance model perceived risk theory in among Indian bank account holders. Specifically, this categorizes as external internal risk, examines its influence on beliefs banking....

Purpose The purpose of this paper is twofold: first, to determine the role emotions in customer evaluation service failures; and second, examine how customers’ emotion regulation impacts satisfaction behavioural responses (e.g. repurchase intentions negative word-of-mouth). Design/methodology/approach A scenario-based survey was used elicit a hospitality setting. Structural equation modelling hierarchical regression analysis were test proposed hypotheses. Findings Results show that both...

Rapid technological advancements have led to the emergence of smart services and consumers. This study focuses on consumers who voluntarily engage in value creation activities, order conceptualise experience co-creation (SEC) servicescape. Drawing Stimulus-Organism-Response (SOR) framework, a model is proposed tested around impacts servicescape dimensions (aesthetics, superior functionality, social presence, perceived interactivity personalisation) consumer co-creation. SEC conceptualised as...

The creation of strong customer experiences is a pivotal topic in the services marketing field, as experience (CX) has repeatedly been associated with commitment and engagement behaviours. However, relationship between these constructs their different roles – including respective sub-components purchase journey have received little research attention. To address this shortcoming, authors propose theoretical framework delineating constructs' relationships retail context. test framework, data...

This study examines the antecedents and consequences of value co-creation behavior in a hospitality context. An online questionnaire with samples hotel patrons United States Australia was used to obtain data partial least square modeling analysis. The results suggest patron fairness perception enhances trust identification hotel, which encourage engagement behavior. Furthermore, this well-being respect for hotel. contributes literature by suggesting model context empirically examining have...

Purpose Drawing on service logic, the authors investigate how value cocreation leads to evangelical brand-related behaviors (brand defense and brand advocacy). The analyze interplay between customer engagement social media in driving these outcomes. also consider role of love eliciting behaviors. Design/methodology/approach Respondents recruited through Amazon MTurk were surveyed use tourism-related decisions. total useable sample size was 397. Partial least squares structural equation...

Digitalized interactive platforms (DIPs) such as Apple watch, Starbucks apps and Nike+ have seen enormous growth. This study empirically investigates the antecedents consequences of customer engagement in a digitalized platform an online shoe retailing start-up. Specifically, we integrate service-dominant logic self-determination theory to explore complex relationships between human psychological needs, subjective well-being. We hypothesise that, case platforms, direct relationship needs...

Purpose This paper aims to identify the dimensions of service quality in case hybrid services. Design/methodology/approach The are identified using an exploratory factor analysis (EFA). Next reliability and validity factors established through confirmatory (CFA) AMOS. Findings identifies nine services – customer service, staff competence, reputation, price, tangibles, ease subscription, technology security information quality, convenience, usage easiness reliability. Practical implications...