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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| Format: | Article |
| Language: | English |
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Emerald Publishing
2021-08-01
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| Series: | Journal of Asian Business and Economic Studies |
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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 |