Designing a Model to Manage the Experience of Banking Service Customers

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Heshmati Ebrahim; SAEEDNIA HAMIDREZA; Badiezadeh Ali

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Paper Information

Journal: JOURNAL OF BUSINESS ADMINISTRATION RESEARCH Year:2019 | Volume:11 | Issue:21 Page(s): 247-268

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Information Journal Paper

Title

Designing a Model to Manage the Experience of Banking Service Customers

Author(s)

Heshmati Ebrahim | SAEEDNIA HAMIDREZA | Badiezadeh Ali | Issue Writer Certificate

Keywords

Customer experience managementQ1

Customer experienceQ1

Banking servicesQ1

Model designingQ1

Abstract

The present study aims to design a model to manage the experience of banking service customers. The research method is qualitative. Data collection and data analysis were conducted based on the grounded theory method. This method was practiced through open, axial and selective coding. The data were obtained from field and library studies. Generally, the data were gathered as open codes through interviews with academic and industrial experts. Then, they were classified and filtered by setting up relations between the micro and the macro categories and, finally, validated and edited. The final model of the study was based on brand experience, service experience (service provider) and after-use experience. Also, micro dimensions and the corresponding propositions in banking industry were identified and discussed.

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APA: Copy

Heshmati, Ebrahim, SAEEDNIA, HAMIDREZA, & Badiezadeh, Ali. (2019). Designing a Model to Manage the Experience of Banking Service Customers. JOURNAL OF BUSINESS ADMINISTRATION RESEARCH, 11(21 ), 247-268. SID. https://sid.ir/paper/384076/en

Vancouver: Copy

Heshmati Ebrahim, SAEEDNIA HAMIDREZA, Badiezadeh Ali. Designing a Model to Manage the Experience of Banking Service Customers. JOURNAL OF BUSINESS ADMINISTRATION RESEARCH[Internet]. 2019;11(21 ):247-268. Available from: https://sid.ir/paper/384076/en

IEEE: Copy

Ebrahim Heshmati, HAMIDREZA SAEEDNIA, and Ali Badiezadeh, “Designing a Model to Manage the Experience of Banking Service Customers,” JOURNAL OF BUSINESS ADMINISTRATION RESEARCH, vol. 11, no. 21 , pp. 247–268, 2019, [Online]. Available: https://sid.ir/paper/384076/en

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