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• W2108687691 abstract "A consensus has not yet been developed in the marketing literature about the ability of technology to facilitate relationships between organisations and their customers. One argument suggests that technology may facilitate dialogue between companies and customers, and thus transform their relationships. In contrast, some suggest that only people create relationships. We compare clicks (internet) banking and bricks (face-to-face) banking in their potential to facilitate common relationship marketing variables such as commitment, trust, satisfaction, and value. The study was conducted in two stages; in focus groups of customers we explored the issues about bank–customer relationships, followed by a mail survey experiment with 579 randomly selected customers. The data were analysed using structural equation modelling. We conclude that the fear that technology may harm the formation of customer relationships may not be justified, as long as there are compensating social components." @default.
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• W2108687691 date "2004-01-01" @default.
• W2108687691 modified "2023-10-14" @default.
• W2108687691 title "Clicks vs. bricks: internet-facilitated relationships in financial services" @default.
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• W2108687691 doi "https://doi.org/10.1504/ijima.2004.006329" @default.
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