EXPLORING CUSTOMER SATISFACTION AND RECOVERY STRATEGIES FOR ONLINE SERVICE FAILURES IN THE LUXURY
The Internet has had a significant impact on interactions between customers and businesses as well as service delivery. Failures of online services are unavoidable; yet, social media presents Read More »
Author: Wilson Ozuem, Samuel Ayertey, Mahnaz Tabassum
Contributor: eb™ Research Team
ARTIFICIAL INTELLIGENCE (AI) AND THE FUTURE OF HIGHER EDUCATION (HE): A QUALITATIVE STUDY ON
In 2020, during the Covid-19 pandemic higher education adopted a more digital learning environment. Digitalisation in higher education (HE) started a decade earlier than expected as previous research Read More »
IDENTIFYING CRITICAL FACTORS IN THE DEVELOPMENT OF A PROACTIVE SERVICE RECOVERY STRATEGY FOR ONLINE
This study investigates customer perceptions of service failure and recovery strategies in the context of online banking in Pakistan. The aims is to develop appropriate service recovery strategies Read More »
Author: Sebastian Okafor, Wilson Ozuem, Sohail Anwar
Contributor: eb™ Research Team
UNDERSTANDING THE USABILITY OF INTERACTIVE FINANCIAL CHATBOTS TECHNOLOGY
The use of chatbots for customer service in the financial sector has increased significantly in recent years. However, customer satisfaction with chatbot interactions remains a concern for financial Read More »
ENHANCING AGILE PRODUCTIVITY: RESEARCH OBJECTIVES FOR EXPLORING THE RELATIONSHIP BETWEEN TEAM
This paper examines the relationship between Agile methodologies, team motivation, and productivity within Nigeria's software development industry, emphasizing unique contextual challenges. It Read More »
Author: Muhammad Umar Farooq, Gordon Bowen, Dominic Oluwadamilola Akingbotolu
Contributor: eb™ Research Team
