In 2008, retail banking in South Africa is a highly competitive industry with extensive customer bases that expect increasingly more from their banking experience. The retail bank with an appropriate strategic differentiator will gain a sustainable competitive advantage in the changing retail...

The concept of ‘customer experience’ has evolved as an imperative area of study within themarketing discipline. Despite its importance and the positive attention this concept hasreceived during the last few years, the explanation of customer experiences have remainedvague and lack a thorough...

Customer experience theory, research, and practice represent an evolving area of study within the marketing discipline. Despite its importance, the customer experience concept remains vague and lacks a thorough theoretical foundation. This study addresses this gap in the literature and examines...

The concept of ‗Customer Experience‘ has evolved as an imperative area of study within the marketing discipline. Despite its importance and the positive attention this concept received during the last few years, the explanation of customer experiences have remained vague and lack a thorough...

Currently, most traditional banks provide digital services and the government encourages people to use cashless payments in their everyday life, particularly during the pandemic when the demand for avoiding physical encounters is getting higher. There is a growing trend in the development of...

Zur Entwicklung neuer Produkte und Dienste binden Unternehmen immer häufiger Kundinnen und Kunden in ihre Innovationsprozesse ein. Virtual Reality verspricht für dieses als Co-Creation bezeichnetes Vorgehen viele Vorteile. So können Kundinnen und Kunden z. B. ein virtuelles Produktabbild...