Lars‐Erik Casper Ferm

Chatbots in frontline services and customer experience: An anthropomorphism perspective

Mai Nguyen, Lars‐Erik Casper Ferm, Sara Quach et al. · Psychology and Marketing · 2023 · 80 citations · Full text

Customer Experience, Customer Satisfaction, Chatbot +26

Customer pre-participatory social media drivers and their influence on attitudinal loyalty within the retail banking industry: A multi-group analysis utilizing social exchange theory

Lars‐Erik Casper Ferm, Park Thaichon · Journal of Retailing and Consumer Services · 2021 · 74 citations · Full text

Retail Banking Industry, Customer Satisfaction, Digital Marketing +14

Value co-creation and social media: Investigating antecedents and influencing factors in the U.S. retail banking industry

Lars‐Erik Casper Ferm, Park Thaichon · Journal of Retailing and Consumer Services · 2021 · 68 citations · Full text

Customer Satisfaction, Social Media, Interactive Marketing +8

The dark side of artificial intelligence in marketing: meta-analytics review

Mojtaba Barari, Lars‐Erik Casper Ferm, Sara Quach et al. · Marketing Intelligence & Planning · 2024 · 29 citations

Marketing Analytics, Artificial Intelligence, Customer Satisfaction +15