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A publicação pode ser exportada nos seguintes formatos: referência da APA (American Psychological Association), referência do IEEE (Institute of Electrical and Electronics Engineers), BibTeX e RIS.

Exportar Referência (APA) 
Loureiro, S. M. C. & Ferreira, E.M. (2017). The impact of generation Y’s customer experience on emotions: online banking sector. In Alla Kravets, Maxim Shcherbakov, Marina Kultsova ,Peter Groumpos (Ed.), Creativity in intelligent technologies and data science. CIT&DS 2017. Communications in computer and information science. (pp. 616-639). Volgograd: Cham.
Exportar Referência (IEEE) 
S. M. Loureiro and E. S. Ferreira,  "The impact of generation Y’s customer experience on emotions: online banking sector", in Creativity in intelligent technologies and data science. CIT&DS 2017. Communications in computer and information science, Alla Kravets, Maxim Shcherbakov, Marina Kultsova ,Peter Groumpos, Ed., Volgograd, Cham, 2017, vol. 724, pp. 616-639
Exportar BibTeX 
@inproceedings{loureiro2017_1732203308648,
	author = "Loureiro, S. M. C. and Ferreira, E.M.",
	title = "The impact of generation Y’s customer experience on emotions: online banking sector",
	booktitle = "Creativity in intelligent technologies and data science. CIT&DS 2017. Communications in computer and information science",
	year = "2017",
	editor = "Alla Kravets, Maxim Shcherbakov, Marina Kultsova ,Peter Groumpos",
	volume = "724",
	number = "",
	series = "",
	doi = "10.1007/978-3-319-65551-2_45",
	pages = "616-639",
	publisher = "Cham",
	address = "Volgograd",
	organization = "",
	url = "https://link.springer.com/chapter/10.1007%2F978-3-319-65551-2_45"
}
Exportar RIS 
TY  - CPAPER
TI  - The impact of generation Y’s customer experience on emotions: online banking sector
T2  - Creativity in intelligent technologies and data science. CIT&DS 2017. Communications in computer and information science
VL  - 724
AU  - Loureiro, S. M. C.
AU  - Ferreira, E.M.
PY  - 2017
SP  - 616-639
DO  - 10.1007/978-3-319-65551-2_45
CY  - Volgograd
UR  - https://link.springer.com/chapter/10.1007%2F978-3-319-65551-2_45
AB  - Recently, banking sector focused on attracting Generation Y (individuals born between 1980 and 2000) because they have emerged as a huge force with growing spending power which will unavoidably rival with Baby Boomers’ market dominance. They try to attract them through a unique customer experience, especially the ability of differentiation.
Using the Mehrabian & Russell’s model of stimulus (S) - organism (O) - response (R), this study developed the Generation Y customer experience framework that intends to explain their consumer emotional responses toward customer experience attributes in a bank through three aspects: pleasure, dominance, and arousal toward online banks.
Empirical evidence, based on data from a survey suggests that the overall customer experience attributes in the bank had a positive relation with emotional responses in different ways. “Value for money”, “Getting things right the first time” and “Put the consumer first” emerged as the most important attributes for Generation Y in experiencing a bank.
ER  -