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Erscheinungsjahr: 
2024
Quellenangabe: 
[Journal:] Operations Management Research [ISSN:] 1936-9743 [Volume:] 17 [Issue:] 2 [Publisher:] Springer US [Place:] New York [Year:] 2024 [Pages:] 596-611
Verlag: 
Springer US, New York
Zusammenfassung: 
Abstract Due to safety perceptions, Colombian banking clients prefer to visit bank branch offices instead of other channels. Thus, there are long waiting for lines at branch offices. Considering the need for more tools for strengthening and streamlining client service, the number of financial clients tends to diminish. In this context, this paper aims to measure the impact of technological innovation on the clients’ waiting time and the attraction of new customers. We propose a simulation-based methodology to analyze customer behaviors and forecast the diffusion effect on mobile app adoption. Furthermore, our study provides managerial insights and future research lines.
Schlagwörter: 
Banking clients
Service level
Mobile App
Agent-based simulation
Bass diffusion model
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