Abstract
Human–computer interaction is the study on designing, implementing, and assessing computing systems involved in conversations and interactions between human users on the one hand, and an intelligent software on the other. Mobile banking provides business owners with the opportunity to meet the needs of their customers and provide effective ways to gain and maintain customer loyalty. Thus, currently, the importance of using mobile banking technology alongside Human–Computer Interaction is quite apparent. Banks need to acquire and develop new skills, provide integrated new technologies, strong organizational focus, and a voice-based marketing strategy to make a difference in their service delivery processes. Such capabilities can help banks better interact with users and understand their needs, and thus maximize the fulfillment of their expectations.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Al-Kandari, A. A., Gaither, T. K., Alfahad, M. M., Dashti, A. A., & Alsaber, A. R. (2019). An Arab perspective on social media: How banks in Kuwait use Instagram for public relations. Public Relations Review, 45(3). https://doi.org/10.1016/j.pubrev.2019.04.007.
Arbatani, T. R., Kawamorita, H., Ghanbary, S., & Ebrahimi, P. (2019a). Modelling media entrepreneurship in social media: SEM and MLP-ANN approach. AD-Minister,34, 33–50.
Arbatani, T. R., Norouzi, E., Omidi, A., & Valero-Pastor, J. M. (2019b). Competitive strategies of mobile applications in online taxi services. International Journal of Emerging Markets. https://doi.org/10.1108/IJOEM-01-2019-0029.
Bansal, H. S., Gregory Irving, P., & Taylor, S. F. (2004). A three-component model of customer commitment to service providers. Journal of the Academy of Marketing Science,32(3), 234–250.
Belwafi, K., Romain, O., Gannouni, S., Ghaffari, F., Djemal, R., & Ouni, B. (2018). An embedded implementation based on adaptive filter bank for brain–computer interface systems. Journal of Neuroscience Methods,305, 1–16.
Bendapudi, N., & Berry, L. L. (1997). Customers’ motivations for maintaining relationships with service providers. Journal of Retailing,73(1), 15–37.
Boehmer, J., & Lacy, S. (2014). Sport news on Facebook: The relationship between interactivity and readers’ browsing behavior. International Journal of Sport Communication,7(1), 1–15.
Bowden, J. L. H. (2009). The process of customer engagement: A conceptual framework. Journal of Marketing Theory and Practice,17(1), 63–74.
Brodie, R. J., Hollebeek, L. D., Juric, B., & Ilic, A. (2011). Customer engagement: Conceptual domain, fundamental propositions, and implications for research. Journal of Service Research,14(3), 252–271.
Chen, R. R., Davison, R. M., & Ou, C. X. (2020). A symbolic interactionism perspective of using social media for personal and business communication. International Journal of Information Management. https://doi.org/10.1016/j.ijinfomgt.2019.10.007.
Delgado-Ballester, E., Munuera-Alemán, J. L., & YagueGuillen, M. J. (2003). Development and validation of a brand trust scale. International Journal of Market Research,45(1), 35–54.
Durkin, M., McGowan, P., & McKeown, N. (2013). Exploring social media adoption in small firms. Journal of Small Business and Enterprise Development,20(4), 716–734.
Durkin, M., McGowan, P., & Murray, L. (2014). Perspectives on the potential for social media to improve communication in small business-bank relationships. The International Journal of Entrepreneurship and Innovation,15(4), 251–264.
Ebrahimi, P., Ahmadi, M., Gholampour, A., & Alipour, H. R. (2019a). CRM performance and development of media entrepreneurship in digital, social media and mobile commerce. International Journal of Emerging Markets. https://doi.org/10.1108/ijoem-11-2018-0588.
Ebrahimi, P., Alipour, H., Gholampour, A., & Ahmadi, M. (2019b). Social networks, exchange rate fluctuation, and economic growth: ARDL approach. Tékhne-Review of Applied Management Studies, 17(1), 1–9.
Ebrahimi, P., Hajmohammadi, A., & Khajeheian, D. (2019c). Place branding and moderating role of social media. Current Issues in Tourism. https://doi.org/10.1080/13683500.2019.1658725.
Ebrahimi, P., & Fadaei, M. (2016). The impact of relationship marketing on team loyalty (The case study: Sport team fans of Azadeghan Football League of Iran). International Journal of Medical Research & Health Sciences,5(5), 52–68.
Ebrahimi, P., Karimbakhsh, S., & Ebrahimi, K. (2015). Investigation of the impact of team trust and team attachment on team loyalty. Indian Journal of Fundamental and Applied Life Sciences,5(s3), 2337–2346.
EFMA. (2013). The global retail banking digital marketing report 2013. www.efma.com. Accessed 24 March 2014.
Emami, A., & Khajeheian, D. (2019). Social norms and entrepreneurial action: The mediating role of opportunity confidence. Sustainability,11(1), 1–18.
Enaworu, E., Adegboye, F. B., & Wara, H. U. (2018). Competitiveness in banking industry: A study of employee satisfaction, customer satisfaction and productivity in service quality. In competitiveness in emerging markets (pp. 373–390). Cham: Springer.
Farshid, M., Plangger, K., & Deon, N. (2011). The social media focus of global financial services brands. Journal of Financial Services Marketing,16, 220–229.
Gaines-Ross, L. (2010, December). Reputation warfare. Harvard Business Review, 88, 70–76.
Garbarino, E., & Johnson, M. S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. The Journal of Marketing,63(2), 70–87.
Go, K., & Ren, X. (2014). Special issue on human–computer interaction in the Asia-Pacific region. International Journal of Human-Computer Interaction, 30(8), 613–614.
Goh, K.-Y., Heng, C.-S., & Lin, Z. (2012). Social media brand community and consumer behavior: Quantifying the relative impact of user- and marketer-generated content. Information Systems Research,24(1), 88–107.
Gustafsson, A., Johnson, M., & Roos, I. (2005). The effects of customer satisfaction, relationship commitment dimensions and triggers on customer retention. Journal of Marketing,69(4), 210–218.
Hajli, M. N., Sims, J., Featherman, M., & Love, P. E. (2014). Credibility of information in online communities. Journal of Strategic Marketing,23(3), 238–253.
Hamidi, F., Shams Gharneh, N., & Khajeheian, D. (2020). A conceptual framework for value co-creation in service enterprises (Case of tourism agencies). Sustainability,12(1), 213.
Hamidi, H., & Safareyeh, M. (2019). A model to analyze the effect of mobile banking adoption on customer interaction and satisfaction: A case study of m-banking in Iran. Telematics and Informatics,38, 166–181.
Hoffman, D., Novak, T., & Stein, R. (2013). The digital consumer. In R. Belk & R. Llamas (Eds.), The Routledge companion to digital consumption. London: Routledge.
Hollebeek, L. D. (2011). Demystifying customer brand engagement: Exploring the loyalty nexus. Journal of Marketing Management,27(7–8), 785–807.
Jahn, B., & Kunz, W. (2012). How to transform consumers into fans of your brand. Journal of Service Management,23(3), 344–361.
Kaplan, A. M., & Haenlein, M. (2010). Users of the world, unite! The challenges and opportunities of social media. Business Horizons,53(1), 59–68.
Karimi, K., & Salavatian, S. (2018). Audience engagement as a competitive advantage in public television: Case of gamification use in IRIB IPTV. In Competitiveness in emerging markets (pp. 391–408). Cham: Springer.
Khajeheian, D. (2016). Telecommunication policy: Communication act update. Global Media Journal,9(1), 135–141.
Khajeheian, D. (2018a). Enterprise social media: Ethnographic research on communication in entrepreneurial teams. International Journal of E-Services and Mobile Applications (IJESMA),10(1), 34–46.
Khajeheian, D. (2018b). Market analysis, strategy diagnosis and opportunity recognition in toy industry. International Journal of Entrepreneurship and Small Business,33(2), 220–240.
Khajeheian, D., & Ebrahimi, P. (2020). Media branding and value co-creation: Effect of user participation in social media of newsmedia on attitudinal and behavioural loyalty. European Journal of International Management. https://doi.org/10.1504/EJIM.2020.10020735.
Khajeheian, D., Friedrichsen, M., & Mödinger, W. (2018). An introduction to competitiveness in fast changing business environment. In Competitiveness in emerging markets (pp. 3–11). Cham: Springer.
Khajeheian, D., & Kolli, S. (2020). Digital games get viral on social media: A social network analysis of Pokémon Go on Twitter. International Journal of Web Based Communities, in press.
Khajeheian, D., & Mirahmadi, F. (2015). Social media, traditional media and marketing communication of public relations: A study of banking industry. American Journal of Marketing Research,1(2), 79–87.
Kolli, S., & Khajeheian, D. (2018, November). Social network analysis of Pokemon Go in Twitter. In 2nd National and 1st International Digital Games Research Conference: Trends, Technologies, and Applications (DGRC) (pp. 17–26). IEEE.
Lambe, C. J., Spekman, R. E., & Hunt, S. D. (2000). Interimistic relational exchange: Conceptualization and propositional development. Academy of Marketing Science Journal,28(2), 212–225.
Lien, C. H., & Cao, Y. (2014). Examining WeChat users’ motivations, trust, attitudes, and positive word-of-mouth: Evidence from China. Computers in Human Behavior,41, 104–111.
Lu, H. P., & Lee, M. R. (2010). Demographic differences and the antecedents of blog stickiness. Online Information Review,34(1), 21–38.
Martins, C. S., & Patrício, L. (2013). Understanding participation in company social networks. Journal of Service Management,24(5), 567–587.
Morgan, R. M., & Hunt, S. (1994). The commitment trust theory of relationship marketing. Journal of Marketing,58(July), 20–38.
Nemati, S., & Khajeheian, D. (2018). Big data for competitiveness of SMEs: Use of consumer analytic to identify niche markets. In Competitiveness in emerging markets (pp. 585–599). Cham: Springer.
Rumpala, Y. (2012). Artificial intelligences and political organization: An exploration based on the science fiction work of Iain M Banks. Technology in Society,34(1), 23–32.
Saks, A. M. (2006). Antecedents and consequences of employee engagement. Journal of Managerial Psychology,21(7), 600–619.
Salamzadeh, Y., Salamzadeh, A., & Radovic Markovic, M. (2016). Cultural intelligence and network organizations in society: Case of Tehran neighborhood councils. International Review,4(1–2), 46–58.
Sashi, C. M. (2012). Customer engagement, buyer-seller relationships, and social media. Management Decision,50(2), 253–272.
Shaikh, A. A., Karjaluoto, H., & Chinje, N. B. (2015). Consumers’ perceptions of mobile banking continuous usage in Finland and South Africa. International Journal of Electronic Finance,8(2–4), 149–168.
Shareef, M. A., Baabdullah, A., Dutta, S., Kumar, V., & Dwivedi, Y. K. (2018). Consumer adoption of mobile banking services: An empirical examination of factors according to adoption stages. Journal of Retailing and Consumer Services,43, 54–67.
Solatianaghizi, R., Ebrahimi, P., Bazghaleh, T. F., & Norouzi, Z. (2017). The effect of job attitude and affective commitment on OCB of nurses. Pharmacophore,8, 1–11.
Trusov, M., Bucklin, R. E., & Pauwels, K. (2009). Effects of word-of-mouth versus traditional marketing: Findings from an internet social networking site. Journal of Marketing,73(5), 90–102.
Vallverdú, J., & Trovato, G. (2016). Emotional affordances for human–robot interaction. Adaptive Behavior,24(5), 320–334.
Verhoef, P. C., Franses, P. H., & Hoekstra, J. C. (2002). The effect of relational constructs on customer referrals and number of services purchased from a multiservice provider: Does age of relationship matter? Journal of the Academy of Marketing Science,30(3), 202–216.
Vivek, S. D., Beatty, S. E., & Morgan, R. M. (2012). Customer engagement: Exploring customer relationships beyond purchase. Journal of Marketing Theory and Practice,20(2), 127–145.
Yadav, M. S., & Pavlou, P. A. (2014). Marketing in computer-mediated environments: Research synthesis and new directions. Journal of Marketing,78(1), 20–40.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2020 The Author(s)
About this chapter
Cite this chapter
Bouzari, P., Gholampour, A., Ebrahimi, P. (2020). The Interaction Between Human and Media in the Future of Banking Industry. In: Williams, I. (eds) Contemporary Applications of Actor Network Theory. Palgrave Macmillan, Singapore. https://doi.org/10.1007/978-981-15-7066-7_14
Download citation
DOI: https://doi.org/10.1007/978-981-15-7066-7_14
Published:
Publisher Name: Palgrave Macmillan, Singapore
Print ISBN: 978-981-15-7065-0
Online ISBN: 978-981-15-7066-7
eBook Packages: Social SciencesSocial Sciences (R0)