Augmenting customer loyalty through customer experience management in the banking industry

Augmenting customer loyalty through customer experience management in the banking industry

Purpose – The purpose of this paper is to analyse and evaluate the effect of customer experience management (virtual interaction, physical interaction and service interaction) on customer loyalty in the banking industry. Design/methodology/approach – The study followed an explanatory research design...

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Bibliographic Details
Main Author: Forbes Makudza
Format: Article
Language:English
Published: Emerald Publishing 2021-08-01
Series:Journal of Asian Business and Economic Studies
Subjects:
customer experience management
consumer loyalty
virtual environment
physical environment
service interaction
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Online Access:https://www.emerald.com/insight/content/doi/10.1108/JABES-01-2020-0007/full/pdf?title=augmenting-customer-loyalty-through-customer-experience-management-in-the-banking-industry

Internet

https://www.emerald.com/insight/content/doi/10.1108/JABES-01-2020-0007/full/pdf?title=augmenting-customer-loyalty-through-customer-experience-management-in-the-banking-industry

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