Customer experience of video teller machine service: drivers and behavioural outcomes
Dung Phuong Hoang
Abstract:PurposeWe respond to the existing gaps regarding the drivers and outcomes of customer experience quality in the context of bank marketing by examining the interrelationships between distinct dimensions of VTM service quality, customer experience quality and customer loyalty.Design/methodology/approachThis research follows the Stimulus-Organism-Response theory to examine the antecedents and behavioural outcomes of customer experience quality during their journeys with video teller machine (VTM) services in the … Show more
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