Two studies exploring the effects of ageing cohorts and channel usage on the antecedents and consequence of customer satisfaction

• Main Author: CHEN, Yongchang
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2022
• Subjects: customer satisfaction; customer loyalty; ageing; customer experience; channel; perceived quality; customer expectations; perceived value; self-service technology; digital; multi-channel; banking; telecommunications; Business and Corporate Communications; Marketing
• Online Access: https://ink.library.smu.edu.sg/etd_coll/439; https://ink.library.smu.edu.sg/context/etd_coll/article/1441/viewcontent/PhDGM_ChenYongchang_Dissertation_Final_Revised.pdf
• Institution: Singapore Management University

A rapidly ageing customer base, and an acceleration in the adoption of self-service technologies (SST) are two major trends which are set to have an increasing impact on how companies manage and satisfy customers. While there has been a rich body of work studying the effects of ageing and SST usage...