[1] Vakulenko, Y., Oghazi, P., & Hellström, D. (2019). Innovative framework for self-service kiosks: Integrating customer value knowledge. Journal of innovation and knowledge, 4(4), 262–268. DOI:10.1016/j.jik.2019.06.001
[2] Heymann, M. (2019). The changing value equation: Keeping customers satisfied while meeting bottom-line objectives in the service industry. Global business and organizational excellence, 38(6), 24–30. DOI:10.1002/joe.21964
[3] Alzoubi, H., Alshurideh, M., Kurdi, B. Al, Akour, I., & Aziz, R. (2022). Does BLE technology contribute towards improving marketing strategies, customers’ satisfaction and loyalty? The role of open innovation. International journal of data and network science, 6(2), 449–460. DOI:10.5267/j.ijdns.2021.12.009
[4] Ameen, N., Tarhini, A., Shah, M. H., Madichie, N., Paul, J., & Choudrie, J. (2021). Keeping customers’ data secure: A cross-cultural study of cybersecurity compliance among the Gen-Mobile workforce. Computers in human behavior, 114, 106531. DOI:10.1016/j.chb.2020.106531
[5] Negassa, G. J., & Japee, G. P. (2023). The effect of bonding, responsiveness and communication on customer retention: the mediating role of customer satisfaction. Journal of relationship marketing, 22(2), 115–131. DOI:10.1080/15332667.2023.2191111
[6] Shaikh, E., Watto, W. A., Brahmi, M., Tunio, M. N., & Lighari, S. N. (2023). Customer satisfaction and customer loyalty: an empirical case study on the impact of benefits generated through smartphone applications. International journal of public sector performance management, 12(1–2), 119–139.
[7] Fang, J., Liu, H., Li, Y., & Cai, Z. (2021). Retaining customers with in-store mobile usage experience in omni-channel retailing: The moderating effects of product information overload and alternative attractiveness. Electronic commerce research and applications, 46, 101028. DOI:10.1016/j.elerap.2020.101028
[8] Prentice, C., & Nguyen, M. (2020). Engaging and retaining customers with AI and employee service. Journal of retailing and consumer services, 56, 102186. DOI:10.1016/j.jretconser.2020.102186
[9] Fandos-Roig, J. C., Sánchez-García, J., Tena-Monferrer, S., & Callarisa-Fiol, L. J. (2021). Does CSR help to retain customers in a service company? Sustainability (Switzerland), 13(1), 1–21. DOI:10.3390/su13010300
[10] Yoo, B. (2009). Cross-national invariance of the effect of personal collectivistic orientation on brand loyalty and equity: The United States versus South Korean consumers. Asia pacific journal of marketing and logistics, 21(1), 41–57. DOI:10.1108/13555850910926236
[11] Namkung, Y., & Jang, S. C. (2010). Effects of perceived service fairness on emotions, and behavioral intentions in restaurants. European journal of marketing, 44(9), 1233–1259. DOI:10.1108/03090561011062826
[12] Kloutsiniotis, P. V., & Mihail, D. M. (2020). The effects of high performance work systems in employees’ service-oriented OCB. International journal of hospitality management, 90, 102610. DOI:10.1016/j.ijhm.2020.102610
[13] Abbasi, E., & Myandareh, A. A. R. (2014). A survey of E-loyalty effective factors and barriers to E-banking services in private banks customers in Golestan province. Journal of business management, 6(4), 827-844. (In Persian). https://jibm.ut.ac.ir/article_50749_6.html?lang=en
[14] Karimi Alawijeh, M., & Mohammad Amini, T. (2017). The relationship between fair services and service quality with customer satisfaction, trust and loyalty in the bank. Business management perspective, 16(30), 89-108. (In Persian). https://jbmp.sbu.ac.ir/article_96638.html?lang=fa
[15] Khodad Hosseini, H., Meshbaki, A., & Molai, F. (2016). Examining the effect of electronic service quality on electronic loyalty by explaining the role of electronic satisfaction, perceived value and electronic recommendation advertising; Case study: electronic retail sales in Tehran. Modern marketing research scientific-research quarterly, 7(2), 1-16. (In Persian). https://ensani.ir/fa/article/download/381648
[16] Hosseini, S., Khadim, A., & Asad, E. (2018). The effect of impersonal advertising on the attraction, retention and loyalty of swimming pool customers. The third national congress of sports and health science achievements, Rasht, Iran. Civilica. (In Persian). https://civilica.com/doc/979548/
[17] Golshahi, B., Dorostkar Ahmadi, N., & Sadeghi, N. (2021). Assessment of self-serving technologies according to customer’s continuous usage of self-serving banking services. Business intelligence management studies, 9(34), 167-190. (In Persian). https://ims.atu.ac.ir/article_12280_en.html
[18] Saimian, M. (2022). Investigating the impact of big data on attracting and retaining customers in food retail shops (case study: supermarkets in Qods). 9th international conference on industrial engineering, productivity and quality. Civilica. (In Persian). https://civilica.com/doc/1618111/
[19] Liang, C. C., & Nguyen, N. L. (2018). Marketing strategy of internet-banking service based on perceptions of service quality in Vietnam. Electronic commerce research, 18(3), 629–646. DOI:10.1007/s10660-017-9261-z
[20] Waheed, A., & Jianhua, Y. (2018). Achieving consumers’ attention through emerging technologies: The linkage between e-marketing and consumers’ exploratory buying behavior tendencies. Baltic journal of management, 13(2), 209–235. DOI:10.1108/BJM-04-2017-0126
[21] Pietrzak, P., & Roman, M. (2022). Examining the role of trust in the usage of mobile banking services: An empirical investigation from Poland. Trust and digital business: theory and practice, 44, 245–255. DOI:10.4324/9781003266525-21
[22] Alalwan, A. A. (2020). Mobile food ordering apps: An empirical study of the factors affecting customer e-satisfaction and continued intention to reuse. International journal of information management, 50, 28–44. DOI:10.1016/j.ijinfomgt.2019.04.008
[23] Haghighi, M., Hossainee, H., Asgaryeh Ahari, H., Arian, A., & Darikndeh, A. (2013). Effects of marketing tactics relationship on customer loyalty from the perspective of Irancell customers. New marketing research journal, 2(4), 44-62. (In Persian). https://nmrj.ui.ac.ir/article_17628.html?lang=en
