The aim of this systematic review is to identify how customer experience in the service sector
has been measured in relevant publications in the marketing field. A sample of 33 papers …

While the primary objective of financial services organizations, such as banks, investment
firms, insurance companies, and accounting service firms is maintaining financial viability …

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 …

Purpose The purpose of this paper is to examine the extent to which the customer-brand
engagement influences the brand satisfaction and the brand loyalty in an online banking …

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 …

Purpose–The purpose of this paper is to explore the impact of services quality, customer
satisfaction and corporate image on customer perceived value in the banking sector of …

Increasing customer loyalty through customer engagement in the retail banking industry |
Emerald Insight Books and journals Case studies Expert Briefings Open Access Publish with …

Rapid technological advancements have led to the emergence of smart services and smart
consumers. This study focuses on smart consumers who voluntarily engage in value …

Customer experience (CX) and customer experience management (CXM) are key tenets of
the presently dominant marketing research and management strategy paradigm. Despite …

The purpose of this research is to study the impact of the antecedents—brand experience,
service quality, and perceived value on word of mouth (WOM) recommendations by retail …