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Customer centricity in mobile banking: a customer experience perspective
16 references·16 citing·43 second hopsampled
Customer centricity in mobile banking: a customer experience perspective (2019)Customer centricity in mobile banking: a …Welcome to the experience economy (2019)Welcome to the experience eco…Expanding understanding of service exchange and value co-creation: a social construction approach (2010)Expanding understanding of se…Customer Experience Creation: Determinants, Dynamics and Management Strategies (2009)Customer Experience Creation:…Qualitative Data Analysis (2008)Qualitative Data AnalysisService-dominant logic: continuing the evolution (2007)Service-dominant logic: conti…How to Sustain the Customer Experience: (2007)How to Sustain the Customer E…Self‐Construal, Reference Groups, and Brand Meaning (2005)Self‐Construal, Reference Gro…Toward an understanding of the behavioral intention to use mobile banking (2004)Toward an understanding of th…Evolving to a New Dominant Logic for Marketing (2003)Evolving to a New Dominant Lo…Systematic combining: an abductive approach to case research (2002)Systematic combining: an abdu…Diary Methods: Capturing Life as it is Lived (2002)Diary Methods: Capturing Life…The Art of Case Study Research (1996)The Art of Case Study ResearchMeasuring the hedonic and utilitarian sources of consumer attitudes (1991)Measuring the hedonic and uti…Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer Perceptions of Price…Case Research in Marketing: Opportunities, Problems, and a Process (1985)Case Research in Marketing: O…Hedonic Consumption: Emerging Concepts, Methods and Propositions (1982)Hedonic Consumption: Emerging…Examining Users’ Acceptance Intention of Health Applications Based on the Technology Acceptance Model (2025)Examining Users’ Acceptance I…The impact of Fintech innovations on digital currency adoption: a blockchain-based study in India (2024)The impact of Fintech innovat…Navigating perilous seas: unmasking online banking frauds, perceived usefulness, fear of cybercrime and distrust in online banking (2024)Navigating perilous seas: unm…Mobile banking app experience of generation Y and Z consumers (2024)Mobile banking app experience…Navigating Financial Evolution: Business Process Optimization and Digital Transformation in the Finance Sector (2023)Navigating Financial Evolutio…Digital banking and deposit: Substitution effect of mobile applications on web services (2023)Digital banking and deposit: …A digital cohort analysis of consumers' mobile banking app experience (2023)A digital cohort analysis of …Mobile banking service quality and customer value co-creation intention: a moderated mediated model (2022)Mobile banking service qualit…Enhancing customer satisfaction and experience in financial services: a survey of recent research in financial services journals (2022)Enhancing customer satisfacti…Understanding the link between government cashless policy, digital financial services and socio-demographic characteristics in the MENA countries (2021)Understanding the link betwee…The critical factors shaping customer shopping experiences with innovative technologies (2021)The critical factors shaping …Online banking and privacy: redesigning sales strategy through social exchange (2021)Online banking and privacy: r…Impact of mobile banking failure on bank customers' usage behaviour: the mediating role of user satisfaction (2021)Impact of mobile banking fail…Factors That Influence Customer Trust and Satisfaction in Mobile Banking (2021)Factors That Influence Custom…Examining the role of customers' intrinsic motivation on continued usage of mobile banking: a relational approach (2021)Examining the role of custome…Digitalization in practice: the fifth discipline advantage (2019)Digitalization in practice: t…The Discovery of Grounded Theory: Strategies for Qualitative Research. 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(1983)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Theory of the Growth of the Firm (1995)Understanding Customer Experience Throughout the Customer Journey (2016)The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun (1982)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Telling more than we can know: Verbal reports on mental processes. (1977)The CES-D Scale (1977)EQS : structural equations program manual (1989)Emotional experience improves with age: Evidence based on over 10 years of experience sampling. (2010)A resource perspective on the work–home interface: The work–home resources model. (2012)Facebook Use Predicts Declines in Subjective Well-Being in Young Adults (2013)The Standard Edition of the Complete Psychological Works of Sigmund Freud (1953)An Information Processing Theory of Consumer Choice (1979)Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value (1994)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Advances in Consumer Research (2025)Document Analysis as a Qualitative Research Method (2009)Qualitative Case Study Methodology: Study Design and Implementation for Novice Researchers (2015)Metodologi Penelitian Kualitatif (2022)Exploring the essence of memorable tourism experiences (2011)Value co-creation: concept and measurement (2014)Customer experience management: toward implementing an evolving marketing concept (2015)How Many Interviews Are Enough? (2005)A General Inductive Approach for Analyzing Qualitative Evaluation Data (2006)The qualitative content analysis process (2008)
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References

  • 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
  • 2008Qualitative Data Analysis17,372 cited
  • 1996The Art of Case Study Research15,826 cited
  • 2003Evolving to a New Dominant Logic for Marketing14,777 cited
  • 2007Service-dominant logic: continuing the evolution7,615 cited
  • 1982Hedonic Consumption: Emerging Concepts, Methods and Propositions5,610 cited
  • 2002Systematic combining: an abductive approach to case research4,931 cited
  • 2002Diary Methods: Capturing Life as it is Lived3,834 cited
  • 2009Customer Experience Creation: Determinants, Dynamics and Management Strategies3,138 cited
  • 2019Welcome to the experience economy2,562 cited
  • 1991Measuring the hedonic and utilitarian sources of consumer attitudes2,211 cited
  • 2005Self‐Construal, Reference Groups, and Brand Meaning2,045 cited
  • 2004Toward an understanding of the behavioral intention to use mobile banking1,963 cited
  • 2007How to Sustain the Customer Experience:1,784 cited
  • 1985Case Research in Marketing: Opportunities, Problems, and a Process1,557 cited

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2010
Expanding understanding of service exchange and value co-creation: a social construction approach
1,426 cited

Cited by

  • 2019Digitalization in practice: the fifth discipline advantage73 cited
  • 2021Understanding the link between government cashless policy, digital financial services and socio-demographic characteristics in the MENA countries59 cited
  • 2021Impact of mobile banking failure on bank customers' usage behaviour: the mediating role of user satisfaction43 cited
  • 2021The critical factors shaping customer shopping experiences with innovative technologies42 cited
  • 2022Mobile banking service quality and customer value co-creation intention: a moderated mediated model34 cited
  • 2023A digital cohort analysis of consumers' mobile banking app experience29 cited
  • 2023Navigating Financial Evolution: Business Process Optimization and Digital Transformation in the Finance Sector29 cited
  • 2024The impact of Fintech innovations on digital currency adoption: a blockchain-based study in India27 cited
  • 2021Examining the role of customers' intrinsic motivation on continued usage of mobile banking: a relational approach25 cited
  • 2022Enhancing customer satisfaction and experience in financial services: a survey of recent research in financial services journals25 cited
  • 2024Mobile banking app experience of generation Y and Z consumers24 cited
  • 2021Online banking and privacy: redesigning sales strategy through social exchange23 cited
  • 2021Factors That Influence Customer Trust and Satisfaction in Mobile Banking21 cited
  • 2023Digital banking and deposit: Substitution effect of mobile applications on web services21 cited
  • 2025Examining Users’ Acceptance Intention of Health Applications Based on the Technology Acceptance Model19 cited
  • 2024Navigating perilous seas: unmasking online banking frauds, perceived usefulness, fear of cybercrime and distrust in online banking19 cited