Turning transactions into relationships : metrics for usability and the dyadic customer-brand relationship in the financial services sector
As technologies become more complex and permeate society’s day-to-day cultural interactions, the need grows for practical metrics to assess how the usability of distribution channels, in for example the financial services sector, shapes the customer’s perception of the brands that they deal with. Th...
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University of Edinburgh
2005
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| Online Access: | http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.661114 |