مدلسازی نیازهای کاربران بانکی در بانکداری هوشمند مبتنی بر ارزش آفرینی

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Chauhan, S., Akhtar, A., & Gupta, A. (2022). Customer experience in digital banking: a review and future research directions. International Journal of Quality and Service Sciences, 14(2), 311-348. https://doi.org/10.1108/IJQSS-02-2021-0027

Chu, H., & Zhan, X. (2024). The Impact of Digital Banking Services on Customer Satisfaction. Frontiers in Business, Economics and Management, 15(3), 356-360. https://doi.org/10.54097/5qaf7d23

Dhruv, G., Roggeveen, A. L., & Nordfält, J. (2017). The future of retailing. Journal of Retailing, 93(1), 1-6. https://doi.org/10.1016/j.jretai.2016.12.008

Gentsch, P. (2018). AI in marketing, sales and service: How marketers without a data science degree can use AI, big data and bots. Springer. https://doi.org/10.1007/978-3-319-89957-2

Gimpel, H., Rau, D., & Röglinger, M. (2018). Understanding FinTech start-ups-a taxonomy of consumer-oriented service offerings. Electronic Markets, 28, 245-264. https://doi.org/10.1007/s12525-017-0275-0

Gunasekaran, A., Yusuf, Y. Y., Adeleye, E. O., & Papadopoulos, T. (2018). Agile manufacturing practices: the role of big data and business analytics with multiple case studies. International Journal of Production Research, 56(1-2), 385-397. https://doi.org/10.1080/00207543.2017.1395488

Huang, M. H., & Rust, R. T. (2018). Artificial intelligence in service. Journal of Service Research, 21(2), 155-172. https://doi.org/10.1177/1094670517752459

Huang, M. H., & Rust, R. T. (2021). A strategic framework for artificial intelligence in marketing. Journal of the Academy of Marketing Science, 49, 30-50. https://doi.org/10.1007/s11747-020-00749-9

Jaakkola, E., & Alexander, M. (2014). The role of customer engagement behavior in value co-creation: a service system perspective. Journal of Service Research, 17(3), 247-261. https://doi.org/10.1177/1094670514529187

Jaliseh, S., Jafari Nia, S., Khairandish, M., & Hassanpour, A. (2019). Designing a network resource management model in the network governance of the Ministry of Health, Treatment, and Medical Education. Public policy, 5(3), 113-139.

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Kim, S. H., & Yang, Y. R. (2025). The Effect of Digital Quality on Customer Satisfaction and Brand Loyalty Under Environmental Uncertainty: Evidence from the Banking Industry. Sustainability, 17(8), 3500. https://doi.org/10.3390/su17083500

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Lee, I., & Shin, Y. J. (2018). Fintech: Ecosystem, business models, investment decisions, and challenges. Business Horizons, 61(1), 35-46. https://doi.org/10.1016/j.bushor.2017.09.003

Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69-96. https://doi.org/10.1509/jm.15.0420

Lusch, R. F., & Vargo, S. L. (2018). An Overview of Service-Dominant Logic. https://doi.org/10.4135/9781526470355.n1

Ng, I. C., & Wakenshaw, S. Y. (2017). The Internet-of-Things: Review and research directions. International Journal of Research in Marketing, 34(1), 3-21. https://doi.org/10.1016/j.ijresmar.2016.11.003

Nguyen, B., Simkin, L., Canhoto, A. I., & Khoa, B. T. (2020). The dark side of digital personalization: An agenda for research and practice. Journal of Business Research, 116, 209-221.

Nussipova, G., Nordin, F., & Sörhammar, D. (2020). Value formation with immersive technologies: an activity perspective. Journal of Business & Industrial Marketing, 35(3), 483-494. https://doi.org/10.1108/JBIM-12-2018-0407

Pousttchi, K., & Dehnert, M. (2018). Exploring the digitalization impact on consumer decision-making in retail banking. Electronic Markets, 28, 265-286. https://doi.org/10.1007/s12525-017-0283-0

Sarreshteh Dari, M., Pourkiani, M., & Emami, F. (2019). Developing a strategic model for customer loyalty using a thematic analysis approach. Strategic Studies in Sports and Youth, 18(45), 20-21. https://www.sid.ir/paper/400504/fa

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