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Drivers of client loyalty in the context of market and technological transformation (2018)
Conference Proceeding
Vafeas, M., Hughes, T., & Little, E. (2018). Drivers of client loyalty in the context of market and technological transformation

This study investigates the drivers of loyalty in the context of market and technological transformation. The focus is the client–marketing agency relationship. In an era of greater competitive intensity, greater pressure to demonstrate a return on i... Read More about Drivers of client loyalty in the context of market and technological transformation.

Adopting selfservice technology to do more with less (2013)
Journal Article
Hilton, T., Hughes, T., Little, E., & Marandi, E. (2013). Adopting selfservice technology to do more with less. Journal of Services Marketing, 27(1), 3-12. https://doi.org/10.1108/08876041311296338

Employees have traditionally played a major role in the customer's service experience. Yet selfservice technology (SST) replaces the customerservice employee experience with a customertechnology experience. This paper seeks to use a servicedomina... Read More about Adopting selfservice technology to do more with less.