{"id":"https://openalex.org/W150724683","doi":null,"title":"The antecedents of customer experience in retail banking","display_name":"The antecedents of customer experience in retail banking","publication_year":2010,"publication_date":"2010-11-10","ids":{"openalex":"https://openalex.org/W150724683","mag":"150724683"},"language":"en","primary_location":{"id":"pmh:oai:repository.up.ac.za:2263/25671","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/2263/25671","pdf_url":"http://hdl.handle.net/2263/25671","source":{"id":"https://openalex.org/S4306401870","display_name":"UpSpace Institutional Repository (University of Pretoria)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I69552723","host_organization_name":"University of Pretoria","host_organization_lineage":["https://openalex.org/I69552723"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Dissertation"},"volume":null,"type":"dissertation","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"http://hdl.handle.net/2263/25671","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5049764913","display_name":"Jacob Ramathe","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Jacob Ramathe","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5049764913"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":true,"cited_by_count":3,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9940999746322632,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9940999746322632,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.0026000000070780516,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.0010000000474974513,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-experience","display_name":"customer experience","score":0.9990000128746033},{"id":"https://openalex.org/keywords/retail-banking","display_name":"retail banking","score":0.9990000128746033},{"id":"https://openalex.org/keywords/prior-experience","display_name":"prior experience","score":0.6819999814033508},{"id":"https://openalex.org/keywords/brand","display_name":"brand","score":0.5590000152587891},{"id":"https://openalex.org/keywords/price","display_name":"price","score":0.6899999976158142},{"id":"https://openalex.org/keywords/transformation","display_name":"transformation","score":0.621999979019165},{"id":"https://openalex.org/keywords/black-economic-empowerment","display_name":"black economic empowerment","score":0.9950000047683716},{"id":"https://openalex.org/keywords/consumer-perception","display_name":"consumer perception","score":0.5249999761581421},{"id":"https://openalex.org/keywords/competition-in-financial-services","display_name":"financial services competition","score":0.5320000052452087},{"id":"https://openalex.org/keywords/memorable-customer-experience","display_name":"memorable customer experience","score":0.5189999938011169}],"concepts":[{"id":"https://openalex.org/C156152238","wikidata":"https://www.wikidata.org/wiki/Q1548025","display_name":"Retail banking","level":2,"score":0.6457059383392334},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6413887739181519},{"id":"https://openalex.org/C2985250679","wikidata":"https://www.wikidata.org/wiki/Q984142","display_name":"Customer experience","level":2,"score":0.48645707964897156},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4838520586490631}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:repository.up.ac.za:2263/25671","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/2263/25671","pdf_url":"http://hdl.handle.net/2263/25671","source":{"id":"https://openalex.org/S4306401870","display_name":"UpSpace Institutional Repository (University of Pretoria)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I69552723","host_organization_name":"University of Pretoria","host_organization_lineage":["https://openalex.org/I69552723"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Dissertation"},{"id":"mag:150724683","doi":null,"is_oa":false,"landing_page_url":"https://repository.up.ac.za/bitstream/2263/25671/1/dissertation.pdf","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":{"id":"pmh:oai:repository.up.ac.za:2263/25671","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/2263/25671","pdf_url":"http://hdl.handle.net/2263/25671","source":{"id":"https://openalex.org/S4306401870","display_name":"UpSpace Institutional Repository (University of Pretoria)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I69552723","host_organization_name":"University of Pretoria","host_organization_lineage":["https://openalex.org/I69552723"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Dissertation"},"sustainable_development_goals":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W150724683.pdf","grobid_xml":"https://content.openalex.org/works/W150724683.grobid-xml"},"referenced_works_count":63,"referenced_works":["https://openalex.org/W13288575","https://openalex.org/W158044045","https://openalex.org/W1510070215","https://openalex.org/W1546777109","https://openalex.org/W1604909128","https://openalex.org/W1653453638","https://openalex.org/W1757025082","https://openalex.org/W1963608071","https://openalex.org/W1966193757","https://openalex.org/W1976698013","https://openalex.org/W1978466266","https://openalex.org/W1990347898","https://openalex.org/W1996374632","https://openalex.org/W2003279437","https://openalex.org/W2003630987","https://openalex.org/W2012238114","https://openalex.org/W2019962689","https://openalex.org/W2021229406","https://openalex.org/W2033683658","https://openalex.org/W2034977945","https://openalex.org/W2036731145","https://openalex.org/W2036763640","https://openalex.org/W2037846525","https://openalex.org/W2038125955","https://openalex.org/W2041938860","https://openalex.org/W2044452299","https://openalex.org/W2046752514","https://openalex.org/W2052033718","https://openalex.org/W2056393994","https://openalex.org/W2058947909","https://openalex.org/W2078914335","https://openalex.org/W2090573894","https://openalex.org/W2090915979","https://openalex.org/W2093166064","https://openalex.org/W2093241274","https://openalex.org/W2094806806","https://openalex.org/W2097599359","https://openalex.org/W2104853920","https://openalex.org/W2105372698","https://openalex.org/W2106901357","https://openalex.org/W2109107897","https://openalex.org/W2110136953","https://openalex.org/W2111420946","https://openalex.org/W2113583448","https://openalex.org/W2114931046","https://openalex.org/W2115613807","https://openalex.org/W2116201926","https://openalex.org/W2117185864","https://openalex.org/W2122376319","https://openalex.org/W2130835641","https://openalex.org/W2140739497","https://openalex.org/W2144336601","https://openalex.org/W2150449980","https://openalex.org/W2152648683","https://openalex.org/W2153942071","https://openalex.org/W2153987465","https://openalex.org/W2168512241","https://openalex.org/W2255826711","https://openalex.org/W2265422133","https://openalex.org/W2308408152","https://openalex.org/W2314778166","https://openalex.org/W2316508441","https://openalex.org/W2895189975"],"related_works":["https://openalex.org/W2949189683","https://openalex.org/W6903990499","https://openalex.org/W3144693011","https://openalex.org/W2584192268","https://openalex.org/W3127763462","https://openalex.org/W4205604702","https://openalex.org/W2390543907","https://openalex.org/W2897075848","https://openalex.org/W3213867603","https://openalex.org/W7046511986"],"abstract_inverted_index":{"Customer":[0],"experience":[1,76,107,152],"in":[2,14,30,39],"retail":[3,125],"banking":[4,126],"has":[5],"become":[6],"a":[7,31,111,114],"key":[8],"source":[9],"of":[10,59,74,133,163],"differentiation.":[11],"Increased":[12],"competition":[13],"the":[15,20,40,57,68,72,90,96,105,124,134,142,161],"financial":[16,22,25],"services":[17],"industry":[18],"and":[19,53,84,92,146,165],"global":[21],"crisis":[23],"caused":[24],"institutions":[26],"to":[27,94,130],"find":[28],"themselves":[29],"difficult":[32],"operating":[33],"environment.":[34],"A":[35],"sustainable":[36],"competitive":[37],"advantage":[38],"current":[41,64],"environment":[42],"cannot":[43],"be":[44],"achieved":[45],"only":[46],"through":[47,56],"excellent":[48],"service":[49,51],"delivery,":[50],"quality":[52],"prices,":[54],"but":[55],"creation":[58,73],"memorable":[60],"customer":[61,75,106,151,170],"experiences.":[62],"The":[63,138,157],"study":[65,139,158],"expands":[66],"on":[67,104,150,169],"conceptual":[69],"framework":[70],"for":[71],"proposed":[77],"by":[78,99],"Verhoef,":[79],"Lemon,":[80],"Parasuraman,":[81],"Roggeveen,":[82],"Leonard":[83],"Schlesinger":[85],"(2009).":[86],"In":[87],"this":[88],"paper":[89],"nature":[91],"extent":[93],"which":[95],"determinants":[97,155],"discussed":[98],"Verhoef":[100],"et":[101],"al.":[102],"impact":[103,162],"is":[108],"assessed.":[109],"Using":[110],"quantitative":[112],"method,":[113],"survey":[115],"questionnaire":[116],"measuring":[117],"customers\u2019":[118],"perceptions":[119],"about":[120],"their":[121],"experiences":[122],"with":[123],"firms,":[127],"was":[128],"distributed":[129],"1043":[131],"employees":[132],"air":[135],"transportation":[136],"company.":[137],"finds":[140],"that":[141],"past":[143],"experiences,":[144],"brand":[145],"prices":[147],"impacts":[148],"more":[149],"than":[153],"other":[154],"identified.":[156],"also":[159],"evaluates":[160],"transformation":[164],"Black":[166],"Economic":[167],"Empowerment":[168],"experience.":[171],"Copyright":[172]},"counts_by_year":[{"year":2023,"cited_by_count":1},{"year":2014,"cited_by_count":1},{"year":2012,"cited_by_count":1}],"updated_date":"2026-11-09T13:22:03.289127","created_date":"2016-06-24T00:00:00"}