In the banking industry, which aims to serve customers, management level and service level are one of the criteria for measuring the core competitiveness of banks. An important indicator of management and service levels is to ensure customer satisfaction with the bank used. Six Sigma management...

Marketing literature shows that the interaction between service encounters and customers is essential for the value creation process. However, little is known about how interaction contributes to customer value in the special context of immigrants living in more-developed countries, who return...