Transitions of value creation from traditional media to social media architecture
Kumarashvari Subramaniam,
Walton Wider,
Asokan Vasudevan
et al.
Abstract:This study aims to assess the relationship between service value (SV), interactive value (IV), customer experience (CX), customer engagement (CE), and customer loyalty (CL) in the context of social media (SM) for domestic retail bank customers in Malaysia. The value-attitude-behavior model was used as the theoretical framework. To test this hypothesis, a partial least square structural equation model was used to analyze data from 181 active customers of domestic retail banks’ SM platforms. The results of the a… Show more
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