Utilize este identificador para referenciar este registo:
http://hdl.handle.net/10071/15915
Registo completo
Campo DC | Valor | Idioma |
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dc.contributor.author | Loureiro, S. M. C. | - |
dc.contributor.author | Ferreira, E. M. | - |
dc.date.accessioned | 2018-05-25T09:30:59Z | - |
dc.date.available | 2018-05-25T09:30:59Z | - |
dc.date.issued | 2017 | - |
dc.identifier.isbn | 978-3319655505 | - |
dc.identifier.uri | https://ciencia.iscte-iul.pt/id/ci-pub-40843 | - |
dc.identifier.uri | http://hdl.handle.net/10071/15915 | - |
dc.description.abstract | Recently, banking sector focused on attracting Generation Y (individuals born between 1980 and 2000) because they have emerged as a huge force with growing spending power which will unavoidably rival with Baby Boomers’ market dominance. They try to attract them through a unique customer experience, especially the ability of differentiation. Using the Mehrabian & Russell’s model of stimulus (S) - organism (O) - response (R), this study developed the Generation Y customer experience framework that intends to explain their consumer emotional responses toward customer experience attributes in a bank through three aspects: pleasure, dominance, and arousal toward online banks. Empirical evidence, based on data from a survey suggests that the overall customer experience attributes in the bank had a positive relation with emotional responses in different ways. “Value for money”, “Getting things right the first time” and “Put the consumer first” emerged as the most important attributes for Generation Y in experiencing a bank. | por |
dc.language.iso | eng | por |
dc.publisher | Cham | por |
dc.relation | info:eu-repo/grantAgreement/FCT/5876/147442/PT | por |
dc.rights | openAccess | - |
dc.subject | Customer experience | por |
dc.subject | Generation Y | por |
dc.subject | Stimulus-organism-response model | por |
dc.subject | Pleasure | por |
dc.subject | Dominance | por |
dc.subject | Arousal | por |
dc.subject | Banking sector | por |
dc.title | The impact of generation Y’s customer experience on emotions: online banking sector | por |
dc.type | conferenceObject | por |
dc.pagination | 616-639 | en_US |
dc.peerreviewed | yes | por |
dc.journal | Creativity in intelligent technologies and data science. CIT&DS 2017. Communications in computer and information science | en_US |
dc.volume | 724 | en_US |
degois.publication.firstPage | 616 | por |
degois.publication.lastPage | 639 | por |
degois.publication.location | Volgograd | por |
degois.publication.title | Creativity in intelligent technologies and data science. CIT&DS 2017. Communications in computer and information science | por |
dc.date.updated | 2018-05-25T09:29:22Z | - |
dc.description.version | info:eu-repo/semantics/acceptedVersion | - |
dc.identifier.doi | 10.1007/978-3-319-65551-2_45 | - |
Aparece nas coleções: | BRU-CRI - Comunicações a conferências internacionais |
Ficheiros deste registo:
Ficheiro | Descrição | Tamanho | Formato | |
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The impact of generation y’s customer experience on emotions springer 2017.pdf | Pós-print | 785,6 kB | Adobe PDF | Ver/Abrir |
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