Exploring nomological link between automated service quality, customer satisfaction and behavioural intentions with CRM performance indexing approach: Empirical evidence from Indian banking industry
Automation in service delivery has increased the consumers’ expectation with regard to service quality and subsequently the perception of the same. Technology-driven services redefined quality dimensions and their subsequent impact on the behavioural outcomes of the consumers with specific reference...
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| Format: | Article |
| Language: | English |
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Growing Science
2013-01-01
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| Series: | Management Science Letters |
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| Online Access: | http://www.growingscience.com/msl/Vol3/msl_2012_269.pdf |