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(searched for: doi:10.1108/jrim-01-2018-0026)
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Published: 13 July 2021
by MDPI
Sustainability, Volume 13; doi:10.3390/su13147809

Abstract:
This study was conducted to develop and validate an instrument called sustainable performance (SP) in the banking sector. A mixed research design was used to understand the nature of SP techniques used by managers and employees from the banking sector. A qualitative approach was first employed to assess the types of SP techniques used through a set of interviews conducted with 11 bank managers. This was followed by a quantitative method to develop and validate an SP scale for use in the banking sector. Items for the assessment of SP were developed with a dataset comprising 415 people, and statistical analyses supported both the validity and reliability of this measurement instrument. This instrument consists of 39 items designed as a 5-point Likert scale. The study is restricted to the investigation that was conducted in certain banks operating in North Cyprus. The implications of the study suggest that managers and researchers could use SP to improve the firm performance of their organizations. This study makes a strong contribution by filling a gap in the literature. It focuses on assessing the SP performance of banks to understand their level of competitiveness.
, Nidhi Singh, Kamal Gulati, Narinder Kumar Bhasin, Harish Kumar, P.M. Sreejith
Published: 1 June 2021
Materials Today: Proceedings; doi:10.1016/j.matpr.2021.05.578

Abstract:
Customer experience is particularly important in an era in which consumers have access to a great deal of knowledge about an organization, its rivals and the goods, as it is an essential source of long-term competitive advantage. For any company, however, success does not only rely on digital commitments and excellence. The first digital attitude with a human touch is necessary. This research focuses on how these elements can be perfectly combined, to give both consumers and businesses maximum benefit by taking into account variables such as the degree to which technology has been taken into account and its satisfaction rate among clients by establishing relationships.
Elizabeth H. Manser Payne, Andrew J. Dahl, James Peltier
Journal of Research in Interactive Marketing, Volume 15, pp 200-222; doi:10.1108/jrim-12-2020-0252

Abstract:
Purpose Innovative firms have rapidly developed artificial intelligence (AI) capabilities into their service ecosystems, essentially changing perceptions of what is service quality and service delivery in their respective industries. Nonetheless, the issues surrounding AI services remain relatively unknown. The purpose for this paper is to offer a digital servitization framework for understanding how AI services impact value perceptions, consumer engagement and firm performance measures. The authors use the financial service ecosystem to explore this topic. Design/methodology/approach The authors explore relevant literature on digital servitization, service-dominant logic and AI/disruptive innovation. Next, a conceptual framework, organized by AI-Service Exchange Antecedents, Context of AI Usage and Digital Servitization Consequences, is developed. The authors conceptualize consequences for consumers and firms. Findings The main findings suggest that the linkages between consumers, financial institutions and fintech companies with AI usage in a service ecosystem should be identified; how value is created among multiple SD Logic-AI network actors should be analyzed; and the effects of AI-consumer interactions (lower-level and higher levels of engagement) on firm performance measures should be explored. Research limitations/implications The conceptual framework identifies gaps in the literature and suggests research questions for future studies. Practical implications This paper may assist practitioners with the development of AI-enabled banking activities that involve direct consumer engagement. Originality/value To the authors’ best knowledge, this research agenda is the first comprehensive framework for understanding value co-creation in the context of AI in financial services, linking antecedents, usage and consequences.
Elizabeth H. Manser Payne, James Peltier, Victor A. Barger
Journal of Research in Interactive Marketing, Volume 15, pp 68-85; doi:10.1108/jrim-10-2020-0214

Abstract:
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 banking (AIMB) service platforms. Design/methodology/approach A conceptual model was developed to investigate the value-in-use perceptions of AI-based mobile banking applications via five antecedents: baseline perceptions of current bank service delivery; service delivery configuration benefits; general data security; safety perceptions of specific mobile banking services; and perceptions of AI service delivery. Data were collected from 218 respondents and analyzed using structural equation modeling. Findings This study highlights the role and importance of the sequential relationships that impact the assessment of AIMB. The findings suggest that service delivery and the customer’s role in value co-creation change as AI is introduced into a digital self-service technology channel. Furthermore, AIMB offers transaction-oriented (utilitarian) value propositions more so than relationship-oriented (hedonic) value propositions. Research limitations/implications The sample consisted on digital natives. Additional age cohorts are needed. Practical implications As financial institutions redirect their business models toward digital self-service technology channels, the need for customers to feel comfortable while interacting with an AI agent will be critical for enhancing the customer experience and firm performance. Originality/value The authors extend the service-dominant logic (SDL) literature by showing that value co-creation is a function of both firms’ technologies and consumers’ value-in-use, a finding that appears to be unique in the literature. The authors advance the digital transformation literature by evaluating AIMB as an interactive process that requires an understanding of key technology constructs, including perceptions of baseline service relationships, desired service configurations, security and safety issues and whether AI is useful for value co-creation. To the best of the authors’ knowledge, this is the first SDL framework that investigates interactive and structural relationships to explain value-in-use perceptions of AIMB.
Irina Dimitrova, Peter Öhman
Published: 1 January 2021
Advances in E-Business Research pp 120-133; doi:10.4018/978-1-7998-7603-8.ch008

Abstract:
This chapter discusses bank customer perceptions of digital banking and the impersonalisation barrier. It compares the perceptions of various groups of customers based on empirical evidence from Sweden. In 2020, a pilot-tested online questionnaire was sent to young and old, urban and rural, and high- and low-income bank customer groups and the data were statistically analysed. Overall, it is argued that the impersonalisation barrier makes the ongoing transition from traditional to digital banking difficult. All studied groups, old bank customers in particular, perceive the impersonalisation barrier as significant. This indicates that the risk of the financial exclusion of some bank customer groups must be considered in an increasingly digital environment. However, the relatively low impersonalisation concerns among young bank customers indicate that this group represents a promising market for ongoing digital banking development. This group also stands out regarding its intention to increase the use of digital banking.
, Lambros Tsourgiannis, Dimosthenis Pappas, Eirini Mosxou
Published: 25 October 2020
Contributions to Economics pp 91-104; doi:10.1007/978-3-030-57517-5_6

Abstract:
The digitalization of banking sector is a direct consequence of the overall digitalization of the economy. Today’s demand is anytime anywhere banking. This requires innovative, robust, secure, optimized and ready to meet the expectations of empowered and tech-savvy customers. As a result of these changes, it is important to capture the new reality in relation to the banking environment, through the views of customers. This study aims to explore customers’ attitudes towards the use of digital services and applications in banking sector. In particular, it aims to identify the factors that affect customers’ attitudes towards those applications, to classify them into groups according to their similar behaviour patterns and to profile each group of customers according to their demographic characteristics and other factors. Principal component analysis (PCA) was conducted to identify the main factors that affect citizens’ attitudes towards the use of digital services and applications in banking sector. Cluster analysis was performed to classify citizens into groups with similar behaviour whilst discriminant analysis conducted to check cluster predictability. Non-parametric tests performed to profile each group of customers according to their demographic characteristics and other factors. PCA identified three main factors that customers’ attitudes towards those applications: (a) better service, (b) cautiousness and (c) timelines/directness. Cluster analysis classified customers into three groups according to their purchasing behaviour towards the use of those digital services/applications (i) those that are in favour of, (ii) opportunists and (iii) sceptical. Chi-square analysis indicated that demographic characteristics such as gender, age, education, marital status, income have an impact on customers’ particular behaviour. Furthermore, Friedman non-parametric test identified that some other opinion of customers regarding the use of digital applications in comparison with those of traditional banking services are also related with their behaviour towards those digital banking applications.
Yi‐Lei Pei, Dan‐Dan Li, Wan‐Xin Xue
Concurrency and Computation: Practice and Experience, Volume 32; doi:10.1002/cpe.5515

Abstract:
In China, catering O2O takeout develops rapidly; thus, there is the fierce competition in the catering O2O industry. More and more catering O2O takeout platforms focus on customer experience, especially service experience in distribution link, so it is extremely necessary to evaluate customer experience of catering O2O takeout in China scientifically and reasonably. This paper establishes a customer experience evaluation index system from the perspectives of O2O takeout platform, delivery staff, and distribution process. This paper uses the BP Neural Network Model to evaluate customer experience of catering O2O takeout, uses Principal Component Analysis to extract principal components as the input of BP neural network model, and uses the model of MATLAB Neural Network Toolbox to conduct the training simulation with customer experience data. The results show that the model can evaluate customer experience of catering O2O takeout. The analysis in this paper provides a new evaluation method of customer experience for catering O2O takeout in China.
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