Xuan, Quynh Tran; Truong, Hanh T.H.; Quang, Tri Vo - In: Cogent Business & Management 10 (2023) 2, pp. 1-25
quality, perceived fluency, and assurance quality; customer experience is analyzed through hedonic and utilitarian values …-administered questionnaires. The findings indicate that perceived fluency and assurance quality are proved as the critical components of hedonic … perceived fluency on customer experience via physical channels is stronger than digital channels. Applications and limitations …
