Understanding the process of meanings, materials, and competencies in adoption of mobile banking.

COVID-19 has changed the way people live, bank, shop, and work by moving them toward digitalization. It has also driven the trend toward a cashless society, and this change has taken place in an increasingly uncertain and fearful environment. This study explores the social practice of mobile banking (MB) adoption during the global COVID-19 pandemic.

Exploring customers' responses to online service failure and recovery strategies during Covid-19 pandemic: An actor-network theory perspective.

While the debate on online service failure and recovery strategies has been given considerable attention in the marketing and information systems literature, the evolving Covid-19 pandemic has brought about new challenges both theoretically and empirically in the consumption landscape. To fully understand customers' responses to service failure during a crisis we asked 70 millennials from three European Countries-Italy, France, and the UK-to describe their responses to service failure during the Covid-19 pandemic (30 completed a 4-week diary and 40 completed a 4-week qualitative survey). Drawing on phenomenological, constructivist, and hermeneutical approaches, and utilizing an actor-network theory perspective, the current study proposes a new framework for understanding customers' responses to online service failure and recovery strategies during the Covid-19 pandemic.