Customer Readiness, Market Orientation and Transaction frequency in Mobile Banking Service Recovery.
Hsin Hsin ChangChen Su FuShu Hui ChenWei Zong ChiuYu-Yu LuPublished in: PACIS (2016)
Keyphrases
- point of sale
- mobile payment
- mobile services
- business transactions
- customer service
- customer satisfaction
- credit card
- business models
- service requirements
- retail banking
- mobile environments
- mobile devices
- computing environments
- banking services
- banking industry
- transaction model
- electronic commerce
- web services
- mobile phone
- service times
- customer churn
- failure recovery
- service quality
- call center
- mobile commerce
- mobile computing
- service management
- mobile applications
- marketing campaigns
- internet services
- financial institutions
- risk management
- agent mediated
- mobile technologies
- business processes
- market segments
- payment scheme
- service level