The paper presents theories regarding characteristics of consumer behavior of young customers on the basis of relevant literature and development of electronic banking in the world and in Poland. Aim of this article is to determine attitude of young consumers towards electronic banking based on a survey among group of selected students. This seems especially important because current young consumers are increasingly better educated and are able to determine their needs very precisely. They access information quickly which enable them to determine whether the offer meets their expectations-banking services are no exception. Results of studies may help both the bank management to formulate marketing strategies to promote virtual banking and scientists in the study of virtual banks and virtual organizations in general.

Purpose -This paper aims to critically assess the conceptual validity of customer experience as a construct and propose a model which integrates inter-personal relationships, service quality and brands. Design/methodology/approach -A critical review of literature is structured around the key components of brands, relationships, quality, emotions and perceptions, viewed from a consumer's perspective. Findings -Paradoxes in use of the term customer experience are noted. As a verb, experience describes a process of learning, leading to learned response, but as a noun emphasises novelty and the lack of predictable, learned response. By incorporating emotions and perceptual distortion over time, customer experience overcomes many problems associated with static, partial measures of service quality.Research limitations/implications -Academic coverage of the subject of customer experience remains fragmented. Approaches to its measurement are suggested and their limitations noted. The multi-dimensional, situation-specific nature of customer experience favours qualitative rather than quantitative measurement approaches. Practical implications -The unique nature of customer experience, which is specific to a customer, at a specific time and location, in the context of a specific event, limits its managerial usefulness for planning and control purposes. Many companies have seen customer experience management (CEM) as a successor to customer relationship management (CRM). However, issues of inter-functional integration become an even greater challenge. Originality/value -This paper has provided a critical review of an emerging topic and suggested that despite academic interest in the concept, practical application of customer experience management may be difficult to achieve.

The paper begins with the observation that widely used models of technology adoption, notably the Technology Acceptance Model and the Unified Theories of Acceptance and Use of Technology may provide a good theoretical foundation for understanding mobile payment adoption if modified appropriately. This study extends these theoretical frameworks by incorporating the affective state of perceived enjoyment, social influence, knowledge and perceived risk, and by identifying relationships between antecedents to be integrated. Replications of established theories are tested in a new context of young people's adoption of mobile payment. Subsequent hypotheses test the extended theoretical framework. An online survey of 316 young people in France was conducted. The proposed extended model improves the previous models by explaining 62% of variation in intention to use mobile payment services. Against expectations, perceived ease of use had no significant effect on perceived usefulness and intention to use. The study contributes to advancing the understanding of perceived enjoyment which had no direct effect on adoption intention but a significant effect on perceived ease of use, and perceived usefulness. The findings suggest that social influence reduces perceived risk, and a further contribution is made by noting the effect of perceived enjoyment in lowering perceived risk.