Peevers, G.; Douglas, G.; Marshall, D.; Jack, M.A. - In: International Journal of Bank Marketing 29 (2011) 3, pp. 206-223
Purpose – The purpose of this paper is to deliver empirical results on the effects of (out‐of‐band) short message service (SMS) confirmation messages after transactions have been completed in an automated interactive voice response (IVR) telephone banking service. The research seeks to...