Although professional service providers increasingly deliver their services globally, little is known about cross-cultural differences in customers' motivation to participate in service production. To address this lacuna, we survey a total of 2,284 banking customers in 11 countries on their...

This book provides a new and definitive overview of customer experience and how it can be managed and enhanced in one of the most dynamic industries in the world-the service industry. Its highly qualified international team of contributors ensures that it adopts a global perspective, and clearly...

Objective: The objective of the article is to identify and systemize the governance dynamics and related socio-economic consequences of the fintech transformation in banking, while acknowledging spatial contexts. Research Design & Methods: The research framework comprised Global Production...