Search Results - subject:"Service experience"

Creating a hospitable hospital : how colors, music, and scent in the servicescape reduce rumination and enhance the patient waiting experience

Bonnin, Gaël; Goudey, Alain - In: International journal of hospitality management 128 (2025), pp. 1-14

Persistent link: https://www.econbiz.de/10015375711

Understanding the effect of millennial tourists' accommodation service experiences using structural equation modeling techniques : an emerging economy context

Hossain, Md. Shakhawat; Hossain, Md. Alamgir; Al Masud, … - In: South Asian journal of marketing 6 (2025) 1, pp. 1-15

The purpose of this study is to investigate the role of millennial tourists' accommodation service experiences (ASEs) on their satisfaction, word-of-mouth (WOM) and revisit intentions (RIs) in an emerging economy. A survey instrument was used to collect cross-sectional data from millennial...

Persistent link: https://www.econbiz.de/10015467423

The mediating roles of service experience and satisfaction : how servicescape influences loyalty and electronic word-of-mouth

Sareeya Wichitsathian; Adisak Suvittawat - In: Administrative Sciences : open access journal 15 (2025) 12, pp. 1-20

Expectancy-Disconfirmation Theory (EDT), distinguishing between affective (service experience) and cognitive (customer … loyalty than service experience, while both were significant drivers of e-WOM. The findings suggest theoretical contributions … using structural equation modeling (SEM-PLS). The results confirm that servicescape significantly enhances both service …

Persistent link: https://www.econbiz.de/10015558425

Assessing Omnichannel Service Quality in the Public Sector

Walke, Fabian; Winkler, Till J. - In: Public Administration 103 (2024) 2, pp. 581-599

Services in the public sector are often provided as a hybrid combination of both digital (e.g., online registration) and physical (e.g., offline appointment) service channels, which can be referred to as omnichannel services. There is a lack of instruments in the literature that can measure the...

Persistent link: https://www.econbiz.de/10015441398

Exploring the customer e-loyalty of millennials when purchasing footwear online in South Africa

Bingwa, Siphamandla; Meyer-Heydenrych, Christine Frances De - In: Cogent Business & Management 11 (2024) 1, pp. 1-25

impact on customer e-service experience, when buying footwear through an online platform. In addition, it was established … stating that a positive e-service experience will increase customer satisfaction and result in repeat purchases. Superior e … millennials’ e-service experience and e-trust behaviour and their impact on e-satisfaction is of importance to South African …

Persistent link: https://www.econbiz.de/10015456868

Meaning is in the eye of the beholder : reconciling business model design with customer meaning-making

Sanasi, Silvia; Artusi, Federico; Bellini, Emilio; … - In: Long range planning : LRP ; international journal of … 57 (2024) 6, pp. 1-22

Persistent link: https://www.econbiz.de/10015331150

Co-creating customer experiences in service ecosystems : a study in a tourist destination

Monferrer Tirado, Diego; Moliner Tena, Miguel Angel; … - In: The journal of services marketing 38 (2024) 10, pp. 1-16

Persistent link: https://www.econbiz.de/10015207222

Eliminating customer experience pain points in complex customer journeys through smart service solutions

Holz, Heiko F.; Becker, Marc; Blut, Markus; Paluch, Stefanie - In: Psychology & marketing 41 (2024) 3, pp. 592-609

Persistent link: https://www.econbiz.de/10014467620

Unintended consequences of humanoid service robots : a case study of public service organizations

Wang, Yazhu Maggie; Matook, Sabine; Dennis, Alan - In: Journal of business research : JBR 174 (2024), pp. 1-15

Persistent link: https://www.econbiz.de/10014549165

Do we think and feel alike? : field evidence on developing a shared reality when dealing with service robots

Steins, Mark; Becker, Marc; Odekerken-Schröder, Gaby; … - In: Journal of business research : JBR 180 (2024), pp. 1-13

Persistent link: https://www.econbiz.de/10014556472