How to cite this paper
Yadollahi, S., Kazemi, A & Ranjbarian, B. (2018). Identifying and prioritizing the factors of service experience in banks: A Best-Worst method.Decision Science Letters , 7(4), 455-464.
Refrences
Abadi, F., Ghasemian, I., Arab, A., & Alavi, A. (2018). Application of Best-Worst method in evaluation of medical tourism development strategy. Decision Science Letters, 7(1), 77–86.
Askarifar, K., Motaffef, Z., & Aazaami, S. (2018). An investment development framework in Iran ’ s seashores using TOPSIS and Best-Worst multi-criteria decision making methods. Decision Science Letters, 7(1), 55–64.
Bateson, J. E. G. (1995). Managing services marketing: text and readings (4th ed.). South-Western College Pub.
Chahal, H., & Dutta, K. (2015). Measurement and impact of customer experience in banking sector. Decision, 42(1), 57–70.
Garg, R., Rahman, Z., Qureshi, M. N., & Kumar, I. (2012). Identifying and ranking critical success factors of customer experience in banks. Journal of Modelling in Management, 7(2), 201–220
Garg, R., Rahman, Z., & Qureshi, M. N. (2014). Measuring customer experience in banks: scale development and validation. Journal of Modelling in Management, 9(1), 87–117.
Gentile, C., Spiller, N., & Noci, G. (2007). How to sustain the customer experience: An overview of experience components that co-create value with the customer. European Management Journal, 25(5), 395–410.
Ghaffari, S., Arab, A., Nafari, J., & Manteghi, M. (2017). Investigation and evaluation of key success factors in technological innovation development based on BWM. Decision Science Letters, 6(3), 295–306.
Grace, D., & O’Cass, A. (2004). Examining service experiences and post-consumption evaluations. Journal of Services Marketing, 18(6), 450–461.
Holbrook, M. B., & Hirschman, E. C. (1982). The experiential aspects of consumption: Consumer fantasies, feelings, and fun. Journal of Consumer Research, 9(2), 132–140.
Lemke, F., Clark, M., & Wilson, H. (2011). Customer experience quality: an exploration in business and consumer contexts using repertory grid technique. Journal of the Academy of Marketing Science, 39(6), 846–869.
Licata, J. W., & Chakraborty, G. (2009). The effects of stake, satisfaction, and switching on true loyalty: a financial services study. International Journal of Bank Marketing, 27(4), 252–269.
Meyer, C., & Schwager, A. (2007). Understanding customer exprience. Harvard Business Review, 85(2), 116–126.
Pine, J., & Gilmore, J. H. (1998). Welcom to the experience economy. Harvard Business Review, 76(4), 97–105.
Rahman, Z. (2006). Customer experience management—A case study of an Indian bank. Journal of Database Marketing & Customer Strategy Management, 13(3), 203–221.
Rajaobelina, L., & Bergeron, J. (2009). Antecedents and consequences of buyer-seller relationship quality in the financial services industry. International Journal of Bank Marketing, 27(5), 359–380.
Rezaei, J. (2015). Best-Worst multi-criteria decision-making method : Some properties and a linear model. Omega, 64,120-134.
Rezaei, J. (2016). Best-Worst multi-criteria decision-making method. Omega, 53, 49–57.
Rezaei, J., Kothadiya, O., Tavasszy, L., & Kroesen, M. (2018). Quality assessment of airline baggage handling systems using SERVQUAL and BWM. Tourism Management, 66, 85–93.
Rosen, E., & Waller, K. (2009). Consumer brand touch points: a case study of Hennes & Mauritz in Sweden & Germany. University of Gothenburg.
Shaw, C., & Ivens, J. (2003). Building great customer experiences. Palgrave Macmillan (Vol. 5).
Verhoef, P. C., Lemon, K. N., Parasuraman, a., Roggeveen, A., Tsiros, M., & Schlesinger, L. a. (2009). Customer experience creation: determinants, dynamics and management strategies. Journal of Retailing, 85(1), 31–41.
Wakefield, K. L., & Blodgett, J. G. (1996). The effect of the servicescape on customers’ behavioral intentions in leisure service settings. Journal of Services Marketing, 10(6), 45–61.
Askarifar, K., Motaffef, Z., & Aazaami, S. (2018). An investment development framework in Iran ’ s seashores using TOPSIS and Best-Worst multi-criteria decision making methods. Decision Science Letters, 7(1), 55–64.
Bateson, J. E. G. (1995). Managing services marketing: text and readings (4th ed.). South-Western College Pub.
Chahal, H., & Dutta, K. (2015). Measurement and impact of customer experience in banking sector. Decision, 42(1), 57–70.
Garg, R., Rahman, Z., Qureshi, M. N., & Kumar, I. (2012). Identifying and ranking critical success factors of customer experience in banks. Journal of Modelling in Management, 7(2), 201–220
Garg, R., Rahman, Z., & Qureshi, M. N. (2014). Measuring customer experience in banks: scale development and validation. Journal of Modelling in Management, 9(1), 87–117.
Gentile, C., Spiller, N., & Noci, G. (2007). How to sustain the customer experience: An overview of experience components that co-create value with the customer. European Management Journal, 25(5), 395–410.
Ghaffari, S., Arab, A., Nafari, J., & Manteghi, M. (2017). Investigation and evaluation of key success factors in technological innovation development based on BWM. Decision Science Letters, 6(3), 295–306.
Grace, D., & O’Cass, A. (2004). Examining service experiences and post-consumption evaluations. Journal of Services Marketing, 18(6), 450–461.
Holbrook, M. B., & Hirschman, E. C. (1982). The experiential aspects of consumption: Consumer fantasies, feelings, and fun. Journal of Consumer Research, 9(2), 132–140.
Lemke, F., Clark, M., & Wilson, H. (2011). Customer experience quality: an exploration in business and consumer contexts using repertory grid technique. Journal of the Academy of Marketing Science, 39(6), 846–869.
Licata, J. W., & Chakraborty, G. (2009). The effects of stake, satisfaction, and switching on true loyalty: a financial services study. International Journal of Bank Marketing, 27(4), 252–269.
Meyer, C., & Schwager, A. (2007). Understanding customer exprience. Harvard Business Review, 85(2), 116–126.
Pine, J., & Gilmore, J. H. (1998). Welcom to the experience economy. Harvard Business Review, 76(4), 97–105.
Rahman, Z. (2006). Customer experience management—A case study of an Indian bank. Journal of Database Marketing & Customer Strategy Management, 13(3), 203–221.
Rajaobelina, L., & Bergeron, J. (2009). Antecedents and consequences of buyer-seller relationship quality in the financial services industry. International Journal of Bank Marketing, 27(5), 359–380.
Rezaei, J. (2015). Best-Worst multi-criteria decision-making method : Some properties and a linear model. Omega, 64,120-134.
Rezaei, J. (2016). Best-Worst multi-criteria decision-making method. Omega, 53, 49–57.
Rezaei, J., Kothadiya, O., Tavasszy, L., & Kroesen, M. (2018). Quality assessment of airline baggage handling systems using SERVQUAL and BWM. Tourism Management, 66, 85–93.
Rosen, E., & Waller, K. (2009). Consumer brand touch points: a case study of Hennes & Mauritz in Sweden & Germany. University of Gothenburg.
Shaw, C., & Ivens, J. (2003). Building great customer experiences. Palgrave Macmillan (Vol. 5).
Verhoef, P. C., Lemon, K. N., Parasuraman, a., Roggeveen, A., Tsiros, M., & Schlesinger, L. a. (2009). Customer experience creation: determinants, dynamics and management strategies. Journal of Retailing, 85(1), 31–41.
Wakefield, K. L., & Blodgett, J. G. (1996). The effect of the servicescape on customers’ behavioral intentions in leisure service settings. Journal of Services Marketing, 10(6), 45–61.