تبیین نقش اعتماد و مشارکت مشتری در بازیابی شکست خدمات بانکداری الکترونیک با رویکرد پویایی شناسی سیستم‌ها

Ali, Ö. G., & Arıturk, U. (2014). Dynamic churn prediction framework with more effective use of rare event data: The case of private banking. Expert Systems with Applications, 41(17), 7889-7903.

American Marketing Association (1997). AMA Dictionary’, available at http://www.marketingpower.com/_layouts/Dictionary.aspx?dLetter=B (accessed 20 July 2008).

Andajani, E. (2015). Understanding Customer Experience Management in Retailing. Social and Behavioral Sciences 211, 629-633.

Anderson, R. E., & Srinivasan, S. S. (2003). E-satisfaction and e-loyalty: a contingency framework. Psychology and Marketing, 20(2), 123-138.

Auh, S., Menguc, B., Katsikeas, C. S., & Jung, Y. S. (2019). When does customer participation matter? An empirical investigation of the role of customer empowerment in the customer participation–performance link. J. Market. Res, 56(6), 1012–1033.

Babu, S., & Ananthanarayanan, N. R. (2018). Enhanced Prediction Model for Customer Churn in Telecommunication Using EMOTE. In International Conference on Intelligent Computing and Applications ICICA 2016 (pp. 465-475). Springer, Singapore.

Balaji, M. S. (2015). Investing in customer loyalty: the moderating role of relational characteristics. Serv. Bus. 9, 17–40.

Bart, Y., Shankar, V., Sultan, F. & Urban, G. L. (2005). Are the drivers and role of online trust the same for all web sites and consumers? A large-scale exploratory empirical study. Journal of marketing, 69(4), 133-152.

Bowden, J. L. H. (2009). The Process of Customer Engagement: A Conceptual Framework. Journal of Marketing Theory and Practice, 17(1), 63–74.

B2B News (2010). Amazon has suffered a temporary web service failure’, available at http://www.modernb2b.com/amazon-have-suffered-a-temporary-web-service-failur e/342106/ (accessed 25 November 2011).

Chiu, C. M., Huang, H. Y., & Yen, C. H. (2010). Antecedents of trust in online auctions. Electronic Commerce Research and Applications, 9(2), 148-159.

Choudriea, J., Juniora, C. O., McKennab, B., & Richterc, S. (2018). Understanding and conceptualizing the adoption, use and diffusion of mobile banking in older adults: a research agenda and conceptual framework. Journal of Business Research, 88(1), 449-465.

Chu, K. M. (2009). A study of members’ helping behaviors in online community. Internet Research,
19(3), 279-292.

Coussement, K., & De Bock, K. W. (2013). Customer churn prediction in the online gambling industry: The beneficial effect of ensemble learning. Journal of Business Research, 66(9), 1629-1636.

Crie, D. (2003). Consumers’ complaint behavior. Taxonomy, typology and determinants: Towards a unified ontology. Database Marketing and Customer Strategy Management, 11(1), 60–79.

Dahiya, K., & Bhatia, S. (2015). Customer churn analysis in telecom industry. In Reliability, Infocom Technologies and Optimization (ICRITO) (Trends and Future Directions), 4th International Conference on (pp. 1-6). IEEE.

DeWitt, T., Nguyen, D. T., & Marshall, R. (2008). Exploring customer loyalty following service recovery, the mediating effects of trust and emotions. Journal of Service Research, 10(3), 269-281.

Dong, B., Evans, K.R., and Zou, S. (2008). The effects of customer participation in co-created service recovery. Journal of the Academy of Marketing Science, 36(1), 123-137.

Duffy, J. A. M., Miller, J. M., and Bexley, J. B. (2006). Banking customers varied reactions to service recovery strategies. International Journal of Bank Marketing, 24(2), 112-132.

Farquad, M. A. H., Ravi, V., and Raju, S. B. (2014). Churn prediction using comprehensible support vector machine: An analytical CRM application. Applied Soft Computing, 19, 31-40

Feng, Y., and Zhang, X. (2009). The Impact of Customer Relationship Tactics on Customer Loyalty - Within Swedish Mobile Telecommunication Industry. Ph.D. thesis, Sweden: Halmstad University.

Fornell, C. & Wernerfelt, B. (1987). Defensive marketing strategy by customer complaint management: A theoretical analysis. Journal of Marketing Research. 24(4), 337–346.

Freeman, G. (2012). Customer Complaints Management: Drive Loyalty and Mitigate Risk Across Your Organization. Intelex Technologies Inc.

Fullerton, G. (2011). Creating advocates: the roles of satisfaction, trust and commitment. Journal of Retailing and Consumer Services, 18(1), 92-100.

Glavee-Geo, R., Shaikh, A. A., & Karjaluoto, H. (2017). Mobile banking services adoption in Pakistan: are there gender differences? International Journal of Bank Marketing, 35(7), 1090-1114

Gefen, D., & Straub, D. W. (2004). Consumer trust in B2C e-Commerce and the importance of social presence: experiments in e-Products and e-Services. The International Journal of Management Science, 32(6), 407-424.

Gelbrich, K. (2010). Anger, frustration and helplessness after service failure: Coping strategies and effective informational support. Journal of the Academy of Marketing Science, 38(5), 567-85

Google financial table (2010). available at http://investor.google.com/financial/tables.html (accessed 25 November 2011).

Grabner-Krauter, S., & Kaluschab, E. A. (2003). Empirical research in on-line trust: a review and critical assessment. International Journal of Human-Computer Studies, 58(6), 783-812.

Gronroos, C. (1988) Service Quality: The Six Criteria of Good Perceived Service Quality. Review of Business, 9, 10-13.

Gronroos, C. (2008). Service logic revisited: Who creates value? and who co-creates? European Business Review, 20(4), 298–314.

Hasfar, M., Militina, T., & Achmad, G. (2020). Effect of Customer Value and Customer Experience on Customer Satisfaction and Loyalty. International Journal of Economics, Business and Accounting Research, 4(1), 84-94.

Holloway, B. B., & Beatty, S. E. (2003). Service failure in online retailing, a recovery opportunity. Journal of Service Research, 6(1), 92-103.

Joshi, A. W., & Sharma, S. (2004). Customer knowledge development: antecedents and impact on new product performance. Journal of Marketing, 68(1), 47-59.

Kaltcheva, V., Patino, A., V. Laric, M., A. Pitta, D., Imparato, N. (2014). Customers' relational models as determinants of customer engagement value. Journal of Product and Brand Management, 23(1), 55-61.

Kate L. Daunt, Lioyd C. Harris. (2011). Customer acting badly: Evidence from the hospital industry. Journal of Business Research, 64, 1034-1042.

Kaur, M., Singh, K., & Sharma, N. (2013). Data Mining as a tool to Predict the Churn Behaviour among Indian bank customers. International Journal on Recent and Innovation Trends in Computing and Communication, 1(9), 720- 725.

Khader, A., & Madhavi, C. (2017). Customer Experience and Journey. International Journal of Managerial Studies and Research. 5(10), 22-29.

Khan, N., Akram, M., Shah, A., & Alghamdi, N. (2021). Capturing the real customer experience based on the parameters in the call detail records. Multimedia Tools and Applications volume, 80, 28439–28461.

Kim, C., Zhao, W., & Yang, K. H. (2008). An empirical study on the integrated framework of e-CRM in online shopping: evaluating the relationships among perceived value, satisfaction, and trust based on customers’ perspectives. Journal of Electronic Commerce in Organizations, 6(3), 1-19.

Kim, J., Jin, B., & Swinney, J. L. (2009). The role of etail quality, e-satisfaction and e-trust in online loyalty development process. Journal of Retailing and Consumer Services, 16(4), 239-247.

Kim, K., Jun, C. H., & Lee, J. (2014). Improved churn prediction in telecommunication industry by analyzing a large network. Expert Systems with Applications, 41(15), 6575-6584

Knutson, B., Beck, J., & Kim, S. (2006). Identifying the Dimensions of the Experience Construct. Journal of Hospitality and Leisure Marketing, 15(3), 31-47.

Kombo, F. (2015). Customer satisfaction in the Kenyan banking industry. Journal of International Studies, 8(2), 174-186.

Kotler, P. (1997). Marketing Management: Analysis, Planning, Implementation and Control. Prentice Hall, New Jersey, USA.

Kumar, V., Aksoy, L., Donkers, B., Venkatesan, R., Wiesel, T., & Tillmanns, S. (2010). Undervalued or overvalued customers: capturing total customer engagement value. Journal of Service Research, 13(3), 297-310.

Kumar, V., & Reinartz, W. (2016). Creating Enduring Customer Value. Journal of Marketing, 80(6), 36-68.

Kumar, V. (2018). A Theory of Customer Valuation: Concepts Metrics, Strategy, and Implementation. Journal of Marketing, 82(1), 1-19.

Laud, G., & Karpen, I. (2017). Value co-creation behaviour – role of embeddedness and outcome considerations. Journal of Service Theory and Practice, 27(4), 778-807.

Lee, C. H., & Ha, B. C. (2018). The impact of buyer-supplier relationships’ social capital on bidirectional information sharing in the supply chain. The Journal of Business and Industrial Marketing, 33(3), 325-336.

Liao, N. N. H., & Wu, T. C. (2009). The pivotal role of trust in customer loyalty: empirical research on the system integration market in Taiwan. The Business Review, 12(2), 277-282.

Lu, N., Lin, H., Lu, J., & Zhang, G. (2014). A customer churn prediction model in telecom industry using boosting. IEEE Transactions on Industrial Informatics, 10(2), 1659-1665

Mahdieh, O., Pirayesh, R., & Baboli, M. (2022). The Effect of Switching Cost on Customers Loyalty and Likelihood of Churn. Consumer Behavior Studies Journal, 8(4), 46-61. (In Persian)

Malaquias, R. F., & Hwang, Y. (2019). Mobile banking use: a comparative study with Brazilian and U.S. participants. International Journal of Information Management, 44, 132-140.

Maxham, J. G. (2001). Service recovery’s influence on consumer satisfaction, positive word-of-mouth, and purchase intentions. Journal of Business Research, 54(1), 11-24.

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.

Meyer, C., & Schwager, A. (2007). Understanding Customer Experience. Harvard Business Review, 702, 117–26.

Michel, S., Bowen, D., & Johnston, R. (2009). Why service recovery fails. Tensions among customer, employee, and process perspectives. Journal of Service Management, 20(3), 253-273.

Miller, J.L., Craighead, C.W., & Karwan, K.R. (2000). Service recovery: a framework and empirical investigation. Journal of Operations Management, 18(4), 387-400.

Nathaniel D., Line Lydia Hanks, Woo Gon Kim, (2016) "Hedonic adaptation and satiation: Understanding switching behavior in the restaurant industry"; International Journal of Hospitality Management, 52, pp. 143–153.

Naylor, G., & Frank, K.E. (2000). The impact of retail sales force responsiveness on consumers’
perceptions of value. Journal of Services Marketing, 14(4), 310-322.

Nyagadza, B., Pashapa, R., Chare, A., Mazuruse, G., & Hove, P. K. (2022). Digital technologies, Fourth Industrial Revolution (4IR) and Global Value Chains (GVCs) nexus with emerging economies’ future industrial innovation dynamics. Cogent Economics and Finance, 9(1), 1–23

Omidi, M., Aidi, M., & Pourashraf, Y. (2022). Presenting a Model for B2B Customer Complaint Management in the Home Appliance Industry. Consumer Behavior Studies Journal, 8 (4), 251-279. (In Persian)

Pansari, A., & Kumar, V. (2017). Customer engagement: the construct, antecedents, and consequences. J. Acad. Market. Sci. 45 (3), 294–311.

Parasuraman, A., Berry, L.L., & Zeithaml, V.A. (1993). More on improving service quality
measurement. Journal of Retailing, 69(1), 140-147

Patterson, P. G., Cowley, E., & Prasongsukarn, K. (2006). Service failure recovery: The moderating impact of individual-level cultural value orientation on perceptions of justice. International Journal of Research in Marketing, 23, 263–277.

Prasad, U. D., & Madhavi, S. (2012). Prediction of churn behavior of bank customers using data mining tools. Business Intelligence Journal, 5(1), 96-101.

RBZ. (2021). List of registered banking institutions. Available at: www.rbz.co.zw/banking-institutions.HTML.

Richeldi, M., & Perrucci, A. (2002). Churn analysis case study, 3. Retrieved fromhttp://www-ai.cs.unidortmond.de/OKUMENTE/richeldi_Perrucci_2002b.pdf.

Reichheld, F.F., & Sasser, W.E. (1990). Zero defections: quality comes to services. Harvard Business Review, 68(5), pp. 105-111.

Reichheld, F.F., & Schefter P. (2000), ‘E-loyalty: your Secret weapon on the Web’, Harvard Business Review, 78(4), pp. 105-113.

Ribbink, D., Riel, A.C.R.V., Liljander, V., & Streukens, S. (2004). Comfort your online customer: quality, trust and loyalty on the internet. Managing Service Quality, 14(6), 446-644.

Rousseau, D., Sitkin, M., Burt, R., & Camerer, C. (1998), ‘Not so different after all: a cross-discipline view of trust’, Academy of Management Review, 23(3), pp. 393-404.

Sahoo, D., & Pillai, S.S. (2017), “Role of mobile banking servicescape on customer attitude and engagement: an empirical investigation in India”, International Journal of Bank Marketing,35(7), pp. 1115-1132.

Salim, A., Setiawan, M., Rofiaty, R., Rohman, F. (2018). Focusing on Complaints Handling for Customer Satisfaction and Loyalty: The Case of Indonesian Public Banking. European Research Studies Journal, 21(3), 404-416.

Sanchez-Franco, M.J. (2009), ‘The moderating effects of involvement on the relationships between satisfaction, trust and commitment in e-banking’, Journal of Interactive Marketing, 23(3), pp. 247-258.

Seawright, K.K., DeTienne, K.B., Bernhisel, M.P., & Larson, C.L.H. (2008), ‘An empirical examination of service recovery design’, Marketing Intelligence and Planning, 26(3), pp. 253-274.

Schmitt, B. (2011). Experience Marketing: Concepts, Frameworks and Consumer Insights. Foundations and Trends in Marketing, 5(2), 55-112.

Seo, J.Y., & Scammon, D.L. (2014), “Does feeling holier than others predict good deeds? Self-construal, self-enhancement and helping behavior”, Journal of Consumer Marketing, 31(6), 441-451.

Steyn N, Labadarios D, Johanna H, Nel J (2011). Factors which influence the consumption of street foods and fast foods in South Africa-a national survey. Nutrition Journal 10(1):104.

Setiyono, C., Shihab, M. R., & Azzahro, F. (2019, April). The role of initial trust on intention to use branchless banking application: case study of jenius. In Journal of Physics: Conference Series, 1193(1), 012022.

Sharma, J., & Rather, R. (2015). Understandinging The Customer Experience. International Journal on Customer Relations 3(2), 21-31.

Shaw, C., & Ivens, J. (2002). Building Great Customer Experiences. 1st ed, Palgrave Macmillan, New York

Singh, S., & Srivastava, R.K. (2018), “Predicting the intention to use mobile banking in india” International Journal of Bank Marketing, 36(2), 357-378.

Skaanning, C. (2005), ‘The costs and benefits of customer self-service’, The Wise Marketer, available at http://www.thewisemarketer.com/features/read.asp?id=83 (accessed 20 July 2008).

Sousa, R., & Voss, C.A. (2009), ‘The effects of service failures and recovery on customer loyalty in e-services: an empirical investigation’, International Journal of Operations and Production Management, 29(8), pp. 834-864.

Sterman, J.D. (2000), Business Dynamics, Systems Thinking and Modelling for a Complex World, McGraw-Hill, USA.

Stratemeyer, A. W., Geringer, S. D., & Canton, A. C. (2014). An exploratory investigation of the effects of service failure and recovery efforts on customer satisfaction. American Journal of Management, 14(3), 20–28.

Sun, Pi, & Lin, C. (2010) Building customer trust and loyalty: an empirical study in a retailing context, The Service Industries Journal, 30:9, 1439-1455.

Tamimi, N. & Sebastianelli, R. (2007), ‘Understanding eTrust’, Journal of Information Privacy and Security, 3(2), pp. 3-18.

Teixeira, J., Patrıcio, L., Nunes, N., Nobrega, L. (2012). Customer experience modeling: from customer experience to service design. Journal of Service Management 23 (3), 362-376.

Tax, S.S., Brown, S.W. and Chandrashekaran, M. (1998) Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing. Journal of Marketing, 62, 60-76.

Urban, G.L., Amyx, C., & Lorenzon, A. (2009), ‘Online trust: state of the art, new frontiers, and research potential’, Journal of Interactive Marketing, 23(2), pp. 179-190.

Vutete, C., tumeleng, M., Wadzanayi, K. (2015). Customer Perceptions of Service Recovery and Complaints Handling Efforts by Commercial Banks in Zimbabwe. Journal of Business and Management, 17(7), 98-107.

Wang, Y.S., Wu, S.C., Lin, H.H., & Wang, Y.Y. (2010), ‘The relationship of service failure severity, service recovery justice and perceived switching costs with customer loyalty in the context of e-tailing’, International Journal of Information Management, 31(4), pp. 350-359.

Weun, S., Beatty, S.E., & Fones, M.A. (2004), ‘The impact of service failure severity on service recovery evaluations and post-recovery relationships’, Journal of Services Marketing, 18(2), pp. 133-146.

Wu, A. (2011), ‘Bank of America website down, leaving customers unhappy’, Epoch Times, available at http://www.theepochtimes.com/n2/content/view/49326/ (accessed 1 Mar 2012).

Yi, Y., & Gong, T. (2013). Customer value co-creation behavior: scale development and validation. Journal of Business Research, 66(9), pp. 1279-1284.

Zhu, B., Xiao, J., & He, C. (2014). A Balanced Transfer Learning Model for Customer Churn Prediction. In Proceedings of the Eighth International Conference on Management Science and Engineering Management (pp. 97- 104). Springer, Berlin, Heidelberg.