Customer experience in omni-channel banking services-Reference-Cited by-同舟云学术

Customer experience in omni-channel banking services

Published:2018-10-26 Issue:3-4 Volume:23 Page:190-199
ISSN:1363-0539
Container-title:Journal of Financial Services Marketing
language:en
Short-container-title:J Financ Serv Mark

Author:

Komulainen Hanna,Makkonen Hannu

Publisher

Springer Science and Business Media LLC

Subject

Marketing,Finance

Link

http://link.springer.com/article/10.1057/s41264-018-0057-6/fulltext.html

Reference35 articles.

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2. Constantinides, E. 2004. Influencing the online consumer’s behavior: The web experience. Internet Research 14(2): 111–126.

3. Dube, A., and A. Helkkula. 2015. Service experiences beyond the direct use: Indirect customer use experiences of smartphone apps. Journal of Service Management 26(2): 224–248.

4. Edvardsson, B. 1992. Service breakdowns: A study of critical incidents in an airline. International Journal of Service Industry Management 3(4): 17–29.

5. Edvardsson, B., and I. Roos. 2001. Critical incident techniques: Towards a framework for analysing the criticality of critical incidents. International Journal of Service Industry Management 12(3): 251–268.

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