Kumar, Pushpender; Mokha, Anupreet Kaur; Pattnaik, … - In: Benchmarking: An International Journal 29 (2021) 2, pp. 551-572
Purpose: The purpose of this paper was to examine the relationship between electronic customer relationship management (E-CRM) and customer satisfaction through the mediating role of customer experience in the banking industry. Design/methodology/approach: The data were collected from customers...