Applying EASTL ethical constructs in AI-driven CRM: the mediating role of sustainable customer trust in enhancing customer retention in private sector banks
The rapid integration of Artificial Intelligence (AI) in banking, Customer Relationship Management (CRM) has undergone several changes, which have also led to ethical concerns and implications on customer outcomes. While previous studies have studied AI adoption and trust independently, little attention has been placed on how ethical AI dimensions interact and affect customer retention via trust mechanisms. In this sense the objective of our study is to investigate ethical AI practices (using th
Record details
Published: 3 August 2026
Source: Frontiers in Artificial Intelligence
Category: Research
Topics: Finance, VC & PE
Retrieved: 3 August 2026
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ethics.ai (3 August 2026), “Applying EASTL ethical constructs in AI-driven CRM: the mediating role of sustainable customer trust in enhancing customer retention in private sector banks,” evidence record 15712, https://ethics.ai/record/15712 (originally published by Frontiers in Artificial Intelligence).
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