Investigating the relationship between mobile network performance metrics and customer satisfaction by Labuschagne, Louwrens

“…This suggests that either NPS is driven primarily by other factors (such as customer service interactions at branches and contact centres) or are determined by historical network performance over multiple months.…”
Get full text

A framework for enhancing government service delivery using mobile technologies: an African countries context by Ogunleye, Olalekan Samuel

“…Electronic government (e-government) is how the providers of public services interact with the citizen and business via electronic means. …”
Get full text

Working on-demand in the domestic sector: A case study on the experiences of platform domestic work in Cape Town by Nhleko, Tengetile Wamkelwe

“…Platform leakage, a phenomenon whereby platform workers and platform customers transact outside of the platform following their initial service interaction on the platform, was found to be a common occurrence among platform domestic workers in this case study. …”
Get full text

The relationship between value co-creation and customer perceived value

Get full text

Customer resistance to chatbots in financial services: a social exchange theory perspective by Patel, Kayla

“…This study found that the extent to which a chatbot is humanised can influence its perceived creepiness, as well as customer expectations of the service interaction. This study also found that disclosing a chatbot's identity to customers can have positive effects, specifically relating to increasing perceived transparency and setting reasonable expectations for the interaction. …”
Get full text