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Sutarjo Sutarjo

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Open access Jul 2026

AI Interactivity in e-CRM and Customer Adoption Resilience in Digital Banking: The Roles of Cognitive Trust, Affective Trust, and Switch-Point Optimization Efficacy

Switch Point Optimization Efficacy emerges as a key service recovery tool that moderates the path from trust to adoption, thereby protecting relational equity and preventing value destruction at algorithmic failure points.

Chandra Hendriyani, Sutarjo Sutarjo, Ifada Rahmayanti et al. · 0 citations

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