Review Article
BibTex RIS Cite

COVID-19 SONRASI BİREYSEL BANKACILIKTA AKILLI TEKNOLOJİLERİN MÜŞTERİ ETKİLEŞİMİNDE KULLANIMI

Year 2022, Volume: 23 Issue: COVID-19 ÖZEL SAYISI, 1 - 16, 28.03.2022
https://doi.org/10.31671/doujournal.911906

Abstract

COVID-19, hayatın tüm yönlerini olduğu gibi bireysel bankacılık hizmetlerini de etkilemektedir. Son 20 yıldan bu yana çeşitli dönüşümlerle karşı karşıya kalmış bireysel bankacılık alanında özellikle dijital dönüşüm bankaların müşterileriyle etkileşim şeklini tamamen değiştirmiştir. COVID-19’dan sonraki süreçte bireysel bankacılıkta yer alan çoğu uygulama, daha az temas ve daha fazla temizlik düzeyi için değiştirilmelidir. Bu betimsel çalışmada, COVID-19 sonrasında minimum temas, sosyal mesafe ve hijyen sağlama açısından müşteri etkileşiminde öncü rol üstlenebilecek ve böylece rekabet avantajı sağlayabilecek Self Servis Teknolojiler ele alınmaktadır.

References

  • Akbank. (2020). Covid-19 precautions. Retreived from https://www.akbank.com/en-us/Content/Pages/Covid-19-Precautions.aspx
  • Alam, I. (2011). Process of customer interaction during new service development in an emerging country. The Service Industries Journal, 31(16), 2741–2756.
  • Baicu, C. G., Gârdan, I. P., Gârdan, D. A., & Epuran, G. (2020). The impact of COVID-19 on consumer behavior in retail banking. Evidence from Romania. Management & Marketing. Challenges for the Knowledge Society, 15(s1), 534–556. doi:10.2478/mmcks-2020-0031
  • Baker, J., Grewal, D., & Parasuraman, A. (1994). The influence of store environment on quality inferences and store image. Journal of the Academy of Marketing Science, 22(4), 328–339.
  • Baker, J., Levy, M., & Grewal, D. (1992). An experimental approach to making retail store environmental decisions. Journal of Retailing, 68(4), 445–460.
  • Beatty, S. E., Mayer, M., Coleman, J. E., Reynolds, K. E., & Lee, J. (1996). Customer–sales associate retail relationship. Journal of Retailing, 72(3), 223–247.
  • Bitner, M. J. (1990). Evaluating service encounters: the effects of physical surroundings and employee responses. Journal of Marketing, 54(2), 69–82.
  • Bitner, M. J., Booms, B. M., & Mohr, L. A. (1994). Critical service encounters: The employee’s viewpoint. Journal of Marketing, 58(4), 95–106.
  • Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter diagnosing favorable and unfavorable incidents. Journal of Marketing, 54(1), 71–84.
  • Bowden, J. L-H. (2009). The process of customer engagement: A conceptual framework. Journal of Marketing Theory and Practice, 17(1), 63–74.
  • Brodie, R. J., Hollebeek, L. D., Juric, B., & Ilic, A. (2011) Customer engagement: Conceptual domain, fundamental propositions, and implications for research. Journal of Service Research, 14(3), 252–271. Bruhn, M., Schnebelen, S., & Schäfer, D. (2014). Antecedents and consequences of the quality of e-customer-to-customer interactions in B2B brand communities. Industrial Marketing Management, 43(1), 164–176. doi:10.1016/j.indmarman.2013.08.008
  • Donovan, R. J., & Rossiter, J. R. (1982). Store atmosphere: An environmental psychology approach. Journal of Retailing, 58(1), 34–57.
  • Elliott, K., Meng, G., & Hall, M. (2012). The Influence of Technology Readiness on the Evaluation of Self-Service Technology attributes and resulting attitude toward technology usage. Services Marketing Quarterly, 33(4), 311-329.
  • Filotto, U., Caratelli, M., & Fornezza, F. (2021). Shaping the digital transformation of the retail banking industry. Empirical evidence from Italy. European Management Journal, 39(3), 366–375. doi:10.1016/j.emj.2020.08.004
  • Fisk, B., Brown, S. W., & Bitner, M. J. (1993). Tracking the evolution of the service marketing literature. Journal of Retailing, 69(1), 13–60.
  • Groenfeldt, T. (2019, April 19). Bank 4.0 will be all-digital, low-overhead, mobile-first [Blog]. Retreived from https://www.forbes.com/sites/tomgroenfeldt/ 2019/04/19/bank-4-0-will-be-all-digital-low-overhead-mobile-first/?sh=574cbfd122ac
  • Gruner, K. E., & Homburg, C. (2000). Does customer interaction enhance new product success? Journal of Business Research, 49(1), 1–14.
  • Haapio, H., Mero, J., Karjaluoto, H., & Shaikh, A. A. (2021). Implications of the COVID-19 pandemic on market orientation in retail banking. Journal of Financial Services Marketing. doi:10.1057/s41264-021-00099-9
  • Harris, L. C., & Goode, M. M. H. (2004). The four levels of loyalty and the pivotal role of trust: A study of online service dynamics. Journal of Retail. 80(2), 139–158.
  • Herington, C., & Weaven, S. (2009). E‐retailing by banks: e‐service quality and its importance to customer satisfaction. European Journal of Marketing, 43(9/10), 1220–1231. doi:10.1108/03090560910976456
  • Holbrook, M. B. (2006). Consumption experience, customer value, and subjective personal introspection: an illustrative photographic essay. Journal of Business Research, 59(6), 714–725.
  • Hollebeek, L. D. (2011). Demystifying customer brand engagement: exploring the loyalty nexus. Journal of Marketing Management, 27(7–8), 785–807.
  • Hossain, M. A., Dwivedi, Y. K., & Naseem, S. B. (2014). Developing and validating a hierarchical model of service quality of retail banks. Total Quality Management & Business Excellence, 26(5-6), 534–549. doi:10.1080/14783363.2013.856545
  • Kelley, S. W. (1992). Developing customer orientation among service employees. Journal of the Academy of Marketing Science, 20(1), 27–36. Kuveyt Türk. (2020). Coronavirus precautions. Retreived from https://www. kuveytturk.com.tr/en/coronavirus-precautions
  • Liao, Z., & Wong, W. K. (2008). The determinants of customer interactionswith internet-enabled e-banking services, Journal of the Operational Research Society, 59(9), 1201–1210.
  • Lusch, R. F., & Vargo, S. L. (2006). Service-dominant logic: Reactions, reflections and refinements. Marketing Theory, 6(3), 281–288.
  • Machado Nardi, V. A., Jardim, W. C., Ladeira, W., & Santini, F. D. O. (2019). Customer interaction in business relations: A meta-analysis approach. Marketing Intelligence & Planning, 38(2), 239–253.
  • Martin, C. L., & Pranter, C. A. (1989). Compatibility management: Customer-to-customer relationships in service environments. Journal of Services Marketing, 3(3), 5–15.
  • Meuter, M. L., Ostrom, A. L., Roundtree, R. I., & Bitner, M. J. (2000). Self-service technologies: Understanding customer satisfaction with technology-based service encounters. Journal of Marketing, 64(3), 50–64.
  • Mittal, B., & Lassar, W. M. (1996). The role of personalization in service encounters. Journal of Retailing, 72(1), 95–109.
  • Moore, R., Moore, M. L., & Capella, M. (2005). The impact of customer-to-customer interactions in a high personal contact service setting. Journal of Services Marketing, 19(7), 482–491.
  • Muhammad, M. (2021, June 29). What's a reverse ATM? [Blog]. Retreived from https://blog.wavetec.com/en/whats-a-reverse-atm
  • Nagar, V., & Rajan, M. V. (2005). Measuring customer relationships: The case of the retail banking industry. Management Science, 51(6), 904–919. doi:10.1287/mnsc.1050.0376
  • Neslin, S., Shankar, V. (2009). Key issues in multichannel customer management: current knowledge and future directions. Journal of Interactive Marketing, 23(1), 70–81.
  • Nicholls, R. (2010). New directions for customer-to-customer interaction research. Journal of Services Marketing, 24(1), 87–97.
  • Nicholls, R. (2011). Customer‐to‐customer interaction (CCI): A cross‐cultural perspective. International Journal of Contemporary Hospitality Management, 23(2), 209–223.
  • Nüesch, R., Alt, R., & Puschmann, T. (2015). Hybrid customer interaction. Business & Information Systems Engineering, 57(1), 73–78. doi:10.1007/s12599-014-0366-9
  • Omarini, A. (2015). Introduction: From banking to retail banking. Retail Banking, 3–24. doi:10.1057/9781137392558_1
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50.
  • Pousttchi, K., & Dehnert, M. (2018). Exploring the digitalization impact on consumer decision-making in retail banking. Electronic Markets, 28(3), 265–286. doi:10.1007/s12525-017-0283-0 Q-net. (2021). Queue management system. Retreived from https://q-net.pro/?gclid=EAIaIQobChMImojt38Tn8gIVxpTVCh1hJw3uEAAYASAAEgIut_D_BwE
  • Qmatic. (2020). Qmatic’s response to COVID-19. Retrevied from https://lp.qmatic.com/covid-19
  • Qmatic. (2021). A complete solution for virtual queuingh. Retreived from https://lp.qmatic.com/instant-mobile-queue-management-package
  • Reynolds, K. E., & Beatty, S. E. (1999). Customer benefits and company consequences of customer-salesperson relationships in retailing, Journal of Retailing, 75(1), 11–32.
  • Roy, S. K., Shekhar, V., Lassar, W. M., & Chen, T. (2018). Customer engagement behaviors: The role of service convenience, fairness and quality. Journal of Retailing and Consumer Services, 44, 293–304. doi:10.1016/j.jretconser.2018.07.018
  • Sashi, C. M. (2012). Customer engagement, buyer-seller relationships, and social media. Management Decision, 50(2), 253–272.
  • Scanova. (2021). How financial institutions are using QR codes: some diverse use cases. Retreived from https://scanova.io/blog/qr-codes-in-financial-institutions/
  • Schaarschmidt, M., Walsh, G., & Evanschitzky, H. (2017). Customer interaction and innovation in hybrid offerings. Journal of Service Research, 21(1), 119–134. doi:10.1177/1094670517711586
  • Sheth, J. N., Newman, B. I., & Gross, B. L. (1991). Why we buy what we buy: A theory of consumption values. Journal of Business Research, 22(2), 159–170.
  • Solomon, M. R., Surprenant, C. F., Czepiel, J. A., & Gutman, E. G. (1985). A role theory perspective on dyadic interactions: the service encounter. Journal of Marketing, 49(1), 99–111.
  • Sprott, D., Czellar, S., & Spangenberg, E. (2009). The importance of a general measure of brand engagement on market behavior: development and validation of a scale. Journal of Marketing Research, 46(1), 92–104.
  • Surprenant, C. F., & Solomon, M. R. (1987). Predictability and personalization in the service encounter, Journal of Marketing, 51(2), 86–96.
  • Tadic, D., Aleksic, A., Mimovic, P., Puskaric, H., & Misita, M. (2016). A model for evaluation of customer satisfaction with banking service quality in an uncertain environment. Total Quality Management & Business Excellence, 29(11-12), 1342–1361. doi:10.1080/14783363.2016.1257905
  • Tomazelli, J., Broilo, P. L., Espartel, L. B., & Basso, K. (2017). The effects of store environment elements on customer-to-customer interactions involving older shoppers. Journal of Services Marketing, 31(4/5), 339–350.
  • Turley, L. W., & Chebat, J.-C. (2002). Linking retail strategy, atmospheric design and shopping behaviour. Journal of Marketing Management, 18, 125–144.
  • Van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. C. (2010). Customer engagement behavior: Theoretical foundations and research directions. Journal of Service Research, 13(3), 253–266.
  • Vandermerwe, S. (2000). How increasing value to customers improves business results. Sloan Management Review, 42(1), 27–37.
  • Varkevisser, H. (2020, January 22). Queue management systems in banks [Blog]. Retreived from https://www.qmatic.com/blog/queue-management-systems-in-banks
  • Verhoef, P. C., Reinartz, W., & Krafft, M. (2010). Customer engagement as a new perspective in customer management. Journal of Service Research, 13(3), 247–252.
  • Vivek, S. D., Beatty, S. E., & Morgan, R. M. (2012). Customer engagement: exploring customer relationships beyond purchase. Journal of Marketing Theory and Practice, 20(2), 127–145.
  • Wójcik, D., & Ioannou, S. (2020). COVID‐19 and finance: Market developments so far and potential impacts on the financial sector and centres. Tijdschrift Voor Economische En Sociale Geografie, 111(3), 387–400. doi:10.1111/tesg.12434
  • Wu, C. H-J. (2008). The influence of customer-to-customer interactions and role typology on customer reaction. The Service Industries Journal, 28(10), 1501–1513.
  • Yoo, C., Park, J., & MacInnis, D. J. (1998). Effects of store characteristics and in-store emotional experiences on store attitude. Journal of Business Research, 42(3), 253–263.

THE USAGE OF SMART TECHNOLOGIES DURING CUSTOMER INTERACTION IN RETAIL BANKING AFTER COVID-19

Year 2022, Volume: 23 Issue: COVID-19 ÖZEL SAYISI, 1 - 16, 28.03.2022
https://doi.org/10.31671/doujournal.911906

Abstract

COVID-19 has been affecting all aspects of life as well as retail banking services. Retail banking has faced several transformations since the last 20 years and especially digital transformation influenced the way banks interact with their customers. After COVID-19 most applications should be changed for less contact and more level of sanitation. In this descriptive study, we would like to introduce and explain Self-Service Technologies which can take a leading role in customer interaction in terms of securing minimum contact, social distance, and hygiene while holding a competitive advantage after COVID-19.

References

  • Akbank. (2020). Covid-19 precautions. Retreived from https://www.akbank.com/en-us/Content/Pages/Covid-19-Precautions.aspx
  • Alam, I. (2011). Process of customer interaction during new service development in an emerging country. The Service Industries Journal, 31(16), 2741–2756.
  • Baicu, C. G., Gârdan, I. P., Gârdan, D. A., & Epuran, G. (2020). The impact of COVID-19 on consumer behavior in retail banking. Evidence from Romania. Management & Marketing. Challenges for the Knowledge Society, 15(s1), 534–556. doi:10.2478/mmcks-2020-0031
  • Baker, J., Grewal, D., & Parasuraman, A. (1994). The influence of store environment on quality inferences and store image. Journal of the Academy of Marketing Science, 22(4), 328–339.
  • Baker, J., Levy, M., & Grewal, D. (1992). An experimental approach to making retail store environmental decisions. Journal of Retailing, 68(4), 445–460.
  • Beatty, S. E., Mayer, M., Coleman, J. E., Reynolds, K. E., & Lee, J. (1996). Customer–sales associate retail relationship. Journal of Retailing, 72(3), 223–247.
  • Bitner, M. J. (1990). Evaluating service encounters: the effects of physical surroundings and employee responses. Journal of Marketing, 54(2), 69–82.
  • Bitner, M. J., Booms, B. M., & Mohr, L. A. (1994). Critical service encounters: The employee’s viewpoint. Journal of Marketing, 58(4), 95–106.
  • Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter diagnosing favorable and unfavorable incidents. Journal of Marketing, 54(1), 71–84.
  • Bowden, J. L-H. (2009). The process of customer engagement: A conceptual framework. Journal of Marketing Theory and Practice, 17(1), 63–74.
  • Brodie, R. J., Hollebeek, L. D., Juric, B., & Ilic, A. (2011) Customer engagement: Conceptual domain, fundamental propositions, and implications for research. Journal of Service Research, 14(3), 252–271. Bruhn, M., Schnebelen, S., & Schäfer, D. (2014). Antecedents and consequences of the quality of e-customer-to-customer interactions in B2B brand communities. Industrial Marketing Management, 43(1), 164–176. doi:10.1016/j.indmarman.2013.08.008
  • Donovan, R. J., & Rossiter, J. R. (1982). Store atmosphere: An environmental psychology approach. Journal of Retailing, 58(1), 34–57.
  • Elliott, K., Meng, G., & Hall, M. (2012). The Influence of Technology Readiness on the Evaluation of Self-Service Technology attributes and resulting attitude toward technology usage. Services Marketing Quarterly, 33(4), 311-329.
  • Filotto, U., Caratelli, M., & Fornezza, F. (2021). Shaping the digital transformation of the retail banking industry. Empirical evidence from Italy. European Management Journal, 39(3), 366–375. doi:10.1016/j.emj.2020.08.004
  • Fisk, B., Brown, S. W., & Bitner, M. J. (1993). Tracking the evolution of the service marketing literature. Journal of Retailing, 69(1), 13–60.
  • Groenfeldt, T. (2019, April 19). Bank 4.0 will be all-digital, low-overhead, mobile-first [Blog]. Retreived from https://www.forbes.com/sites/tomgroenfeldt/ 2019/04/19/bank-4-0-will-be-all-digital-low-overhead-mobile-first/?sh=574cbfd122ac
  • Gruner, K. E., & Homburg, C. (2000). Does customer interaction enhance new product success? Journal of Business Research, 49(1), 1–14.
  • Haapio, H., Mero, J., Karjaluoto, H., & Shaikh, A. A. (2021). Implications of the COVID-19 pandemic on market orientation in retail banking. Journal of Financial Services Marketing. doi:10.1057/s41264-021-00099-9
  • Harris, L. C., & Goode, M. M. H. (2004). The four levels of loyalty and the pivotal role of trust: A study of online service dynamics. Journal of Retail. 80(2), 139–158.
  • Herington, C., & Weaven, S. (2009). E‐retailing by banks: e‐service quality and its importance to customer satisfaction. European Journal of Marketing, 43(9/10), 1220–1231. doi:10.1108/03090560910976456
  • Holbrook, M. B. (2006). Consumption experience, customer value, and subjective personal introspection: an illustrative photographic essay. Journal of Business Research, 59(6), 714–725.
  • Hollebeek, L. D. (2011). Demystifying customer brand engagement: exploring the loyalty nexus. Journal of Marketing Management, 27(7–8), 785–807.
  • Hossain, M. A., Dwivedi, Y. K., & Naseem, S. B. (2014). Developing and validating a hierarchical model of service quality of retail banks. Total Quality Management & Business Excellence, 26(5-6), 534–549. doi:10.1080/14783363.2013.856545
  • Kelley, S. W. (1992). Developing customer orientation among service employees. Journal of the Academy of Marketing Science, 20(1), 27–36. Kuveyt Türk. (2020). Coronavirus precautions. Retreived from https://www. kuveytturk.com.tr/en/coronavirus-precautions
  • Liao, Z., & Wong, W. K. (2008). The determinants of customer interactionswith internet-enabled e-banking services, Journal of the Operational Research Society, 59(9), 1201–1210.
  • Lusch, R. F., & Vargo, S. L. (2006). Service-dominant logic: Reactions, reflections and refinements. Marketing Theory, 6(3), 281–288.
  • Machado Nardi, V. A., Jardim, W. C., Ladeira, W., & Santini, F. D. O. (2019). Customer interaction in business relations: A meta-analysis approach. Marketing Intelligence & Planning, 38(2), 239–253.
  • Martin, C. L., & Pranter, C. A. (1989). Compatibility management: Customer-to-customer relationships in service environments. Journal of Services Marketing, 3(3), 5–15.
  • Meuter, M. L., Ostrom, A. L., Roundtree, R. I., & Bitner, M. J. (2000). Self-service technologies: Understanding customer satisfaction with technology-based service encounters. Journal of Marketing, 64(3), 50–64.
  • Mittal, B., & Lassar, W. M. (1996). The role of personalization in service encounters. Journal of Retailing, 72(1), 95–109.
  • Moore, R., Moore, M. L., & Capella, M. (2005). The impact of customer-to-customer interactions in a high personal contact service setting. Journal of Services Marketing, 19(7), 482–491.
  • Muhammad, M. (2021, June 29). What's a reverse ATM? [Blog]. Retreived from https://blog.wavetec.com/en/whats-a-reverse-atm
  • Nagar, V., & Rajan, M. V. (2005). Measuring customer relationships: The case of the retail banking industry. Management Science, 51(6), 904–919. doi:10.1287/mnsc.1050.0376
  • Neslin, S., Shankar, V. (2009). Key issues in multichannel customer management: current knowledge and future directions. Journal of Interactive Marketing, 23(1), 70–81.
  • Nicholls, R. (2010). New directions for customer-to-customer interaction research. Journal of Services Marketing, 24(1), 87–97.
  • Nicholls, R. (2011). Customer‐to‐customer interaction (CCI): A cross‐cultural perspective. International Journal of Contemporary Hospitality Management, 23(2), 209–223.
  • Nüesch, R., Alt, R., & Puschmann, T. (2015). Hybrid customer interaction. Business & Information Systems Engineering, 57(1), 73–78. doi:10.1007/s12599-014-0366-9
  • Omarini, A. (2015). Introduction: From banking to retail banking. Retail Banking, 3–24. doi:10.1057/9781137392558_1
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50.
  • Pousttchi, K., & Dehnert, M. (2018). Exploring the digitalization impact on consumer decision-making in retail banking. Electronic Markets, 28(3), 265–286. doi:10.1007/s12525-017-0283-0 Q-net. (2021). Queue management system. Retreived from https://q-net.pro/?gclid=EAIaIQobChMImojt38Tn8gIVxpTVCh1hJw3uEAAYASAAEgIut_D_BwE
  • Qmatic. (2020). Qmatic’s response to COVID-19. Retrevied from https://lp.qmatic.com/covid-19
  • Qmatic. (2021). A complete solution for virtual queuingh. Retreived from https://lp.qmatic.com/instant-mobile-queue-management-package
  • Reynolds, K. E., & Beatty, S. E. (1999). Customer benefits and company consequences of customer-salesperson relationships in retailing, Journal of Retailing, 75(1), 11–32.
  • Roy, S. K., Shekhar, V., Lassar, W. M., & Chen, T. (2018). Customer engagement behaviors: The role of service convenience, fairness and quality. Journal of Retailing and Consumer Services, 44, 293–304. doi:10.1016/j.jretconser.2018.07.018
  • Sashi, C. M. (2012). Customer engagement, buyer-seller relationships, and social media. Management Decision, 50(2), 253–272.
  • Scanova. (2021). How financial institutions are using QR codes: some diverse use cases. Retreived from https://scanova.io/blog/qr-codes-in-financial-institutions/
  • Schaarschmidt, M., Walsh, G., & Evanschitzky, H. (2017). Customer interaction and innovation in hybrid offerings. Journal of Service Research, 21(1), 119–134. doi:10.1177/1094670517711586
  • Sheth, J. N., Newman, B. I., & Gross, B. L. (1991). Why we buy what we buy: A theory of consumption values. Journal of Business Research, 22(2), 159–170.
  • Solomon, M. R., Surprenant, C. F., Czepiel, J. A., & Gutman, E. G. (1985). A role theory perspective on dyadic interactions: the service encounter. Journal of Marketing, 49(1), 99–111.
  • Sprott, D., Czellar, S., & Spangenberg, E. (2009). The importance of a general measure of brand engagement on market behavior: development and validation of a scale. Journal of Marketing Research, 46(1), 92–104.
  • Surprenant, C. F., & Solomon, M. R. (1987). Predictability and personalization in the service encounter, Journal of Marketing, 51(2), 86–96.
  • Tadic, D., Aleksic, A., Mimovic, P., Puskaric, H., & Misita, M. (2016). A model for evaluation of customer satisfaction with banking service quality in an uncertain environment. Total Quality Management & Business Excellence, 29(11-12), 1342–1361. doi:10.1080/14783363.2016.1257905
  • Tomazelli, J., Broilo, P. L., Espartel, L. B., & Basso, K. (2017). The effects of store environment elements on customer-to-customer interactions involving older shoppers. Journal of Services Marketing, 31(4/5), 339–350.
  • Turley, L. W., & Chebat, J.-C. (2002). Linking retail strategy, atmospheric design and shopping behaviour. Journal of Marketing Management, 18, 125–144.
  • Van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. C. (2010). Customer engagement behavior: Theoretical foundations and research directions. Journal of Service Research, 13(3), 253–266.
  • Vandermerwe, S. (2000). How increasing value to customers improves business results. Sloan Management Review, 42(1), 27–37.
  • Varkevisser, H. (2020, January 22). Queue management systems in banks [Blog]. Retreived from https://www.qmatic.com/blog/queue-management-systems-in-banks
  • Verhoef, P. C., Reinartz, W., & Krafft, M. (2010). Customer engagement as a new perspective in customer management. Journal of Service Research, 13(3), 247–252.
  • Vivek, S. D., Beatty, S. E., & Morgan, R. M. (2012). Customer engagement: exploring customer relationships beyond purchase. Journal of Marketing Theory and Practice, 20(2), 127–145.
  • Wójcik, D., & Ioannou, S. (2020). COVID‐19 and finance: Market developments so far and potential impacts on the financial sector and centres. Tijdschrift Voor Economische En Sociale Geografie, 111(3), 387–400. doi:10.1111/tesg.12434
  • Wu, C. H-J. (2008). The influence of customer-to-customer interactions and role typology on customer reaction. The Service Industries Journal, 28(10), 1501–1513.
  • Yoo, C., Park, J., & MacInnis, D. J. (1998). Effects of store characteristics and in-store emotional experiences on store attitude. Journal of Business Research, 42(3), 253–263.
There are 62 citations in total.

Details

Primary Language English
Subjects Business Administration
Journal Section Research Article
Authors

Sahure Gonca Telli 0000-0002-8238-3185

Samet Aydın 0000-0003-2275-4682

Ahmet Selim Karaköse This is me 0000-0002-2214-6639

Publication Date March 28, 2022
Submission Date April 8, 2021
Published in Issue Year 2022 Volume: 23 Issue: COVID-19 ÖZEL SAYISI

Cite

APA Telli, S. G., Aydın, S., & Karaköse, A. S. (2022). THE USAGE OF SMART TECHNOLOGIES DURING CUSTOMER INTERACTION IN RETAIL BANKING AFTER COVID-19. Doğuş Üniversitesi Dergisi, 23(COVID-19 ÖZEL SAYISI), 1-16. https://doi.org/10.31671/doujournal.911906