In the rapidly evolving landscape of customer service, integrating AI-powered solutionshas emerged as a game-changer. This study delves into the intricate dynamics of AI-Powered Customer Service and its profound impact on customer loyalty, specifically focusing on the mediating roles played by...

This study investigates customers' trust and behavioural intentions regarding the use of cybernetic payment network services in an emerging country, focusing on perceived quality, system quality, and perceived image. Data from 324 respondents in Bangladesh were collected via a self-administered...

A frequently made assumption - supported in a large number of empirical studies - is that customer satisfaction stemming from a service encounter influences the customer's subsequent word-of-mouth activities. The present study re-examines this association with respect to both human service...

Previous research on customer loyalty primarily viewed it within the framework of constructs at the individual level of analysis. Consequently, prior research has ignored service recovery performance and customer loyalty nested within the branch-level studies of retail banks. However, this...

In the era of digitization and technical breakthroughs, artificial intelligence (AI) has progressively found its way into the field of customer relationship management (CRM), bringing benefits as well as difficulties to businesses. AI, particularly in the context of CRM, employs machine learning...