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 examines the influence of supply-side factors on uptake of insurance, as well the moderating effect of sales agent effectiveness on the interactions. A survey research design was adopted following a quantitative approach. The target population of this study comprised Ghanaian...

Empathy as an influencing factor of consumer behaviour has mostly been analysed from an empathetic employee's perspective. Empirical investigations into customer empathy in the context of failed service interactions are still scarce. This study investigates customer-employee reciprocity related...

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...

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...