Artificial intelligence in customer-facing financial services: a systematic literature review and agenda for future research
Purpose The objective of this study is to provide a systematic review of the literature on
artificial intelligence (AI) in customer-facing financial services, providing an overview of …
artificial intelligence (AI) in customer-facing financial services, providing an overview of …
Customer experience–a review and research agenda
Purpose The purpose of this paper is to review the literature on customer experience to
develop a better understanding of the concept and propose a research agenda …
develop a better understanding of the concept and propose a research agenda …
Value co-creation: concept and measurement
The surge in academic and practical interest in the topic of value co-creation (VCC)
highlights an equivocal understanding of its conceptual boundaries and empirical …
highlights an equivocal understanding of its conceptual boundaries and empirical …
Moving the customer experience field forward: introducing the touchpoints, context, qualities (TCQ) nomenclature
In response to initial voices that put the customer experience (management)(CX (M))
movement into question, this article aims to introduce a formal nomenclature to push the CX …
movement into question, this article aims to introduce a formal nomenclature to push the CX …
Enhancing the value co-creation process: artificial intelligence and mobile banking service platforms
Purpose The purpose of this study is to investigate the relationships that influence the value
co-creation process and lead to consumer comfort with artificial intelligence (AI) and mobile …
co-creation process and lead to consumer comfort with artificial intelligence (AI) and mobile …
The customer value proposition: evolution, development, and application in marketing
The customer value proposition (CVP) has a critical role in communicating how a company
aims to provide value to customers. Managers and scholars increasingly use CVP …
aims to provide value to customers. Managers and scholars increasingly use CVP …
I want it my way! The effect of perceptions of personalization through augmented reality and online shop** on customer intentions to co-create value
As technology further expands, the relationship between customers and organizations
becomes even more idiomatic, as witnessed by personalized recommendations on websites …
becomes even more idiomatic, as witnessed by personalized recommendations on websites …
Smart technologies for personalized experiences: a case study in the hospitality domain
Recent advances in the field of technology have led to the emergence of innovative
technological smart solutions providing unprecedented opportunities for application in the …
technological smart solutions providing unprecedented opportunities for application in the …
A customer‐dominant logic of service
Purpose–The paper seeks to introduce to a new perspective on the roles of customers and
companies in creating value by outlining a customer‐based approach to service. The …
companies in creating value by outlining a customer‐based approach to service. The …
Digital servitization value co-creation framework for AI services: a research agenda for digital transformation in financial service ecosystems
Purpose Innovative firms have rapidly developed artificial intelligence (AI) capabilities into
their service ecosystems, essentially changing perceptions of what is service quality and …
their service ecosystems, essentially changing perceptions of what is service quality and …