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"Touching" services : tangible objects create an emotional connection to services even before their first use

Nägele, Nora; Walter, Benjamin von; Scharfenberger, Philipp - In: Business research 13 (2020) 2, pp. 741-766

, mugs, or fashion articles. Drawing on research about embodied cognition, this paper investigates how and under which …

Persistent link: https://www.econbiz.de/10012295833

Artificial intelligence features and their service outcomes : a meta-analysis

Li, Minglong; Sun, Xiaoyang; Hua, Meichen; Qiu, Hailian - In: Journal of hospitality marketing & management 34 (2025) 1, pp. 46-71

Persistent link: https://www.econbiz.de/10015189077

Encouraging Consumer Use of Hospital Quality Information : Both Cognitive and Emotional Appeals Contribute

Funderburk, Frank - 2011

Background This qualitative study explores consumers’ knowledge, perceptions, and reported propensity to use hospital quality information and proposes a communication strategy aimed at supporting the use of a prototypical decision-support tool for choosing a hospital. Methods Eight focus...

Persistent link: https://www.econbiz.de/10014181173

Users taking the blame? : how service failure, recovery, and robot design affect user attributions and retention

Meyer, Nika; Schwede, Melanie; Hammerschmidt, Maik; … - In: Electronic markets : EM ; the international journal of … 32 (2022) 4, pp. 2491-2505

Persistent link: https://www.econbiz.de/10013556744

Self-service technology recovery : the importance of psychological need support

Keating, Byron W.; Aslan, Marjan - In: Journal of service management 34 (2023) 4, pp. 725-749

Persistent link: https://www.econbiz.de/10014338201

There's not much to tell : the impact of emotional resilience on negative word-of-mouth following service failure

Lteif, Lama; Rubin, Dan; Ball, Joan P.; Lamberton, Cait - In: Psychology & marketing 40 (2023) 9, pp. 1808-1820

Persistent link: https://www.econbiz.de/10014338326

A study of the factors influencing the viewers’ satisfaction and cognitive assimilation with livestreaming commerce broadcast in Hong Kong

Ng, Mark; Law, Monica; Lam, Lubanski; Cui, Celine - In: Electronic commerce research 23 (2023) 3, pp. 1565-1590

Persistent link: https://www.econbiz.de/10014383096

Modeling customer experience with public sector smartphone apps : a mixed methods study in the UAE

AlJanahi, Alia; Parahoo, Sanjai Kumar - In: International review on public and non-profit marketing 20 (2023) 4, pp. 813-827

Persistent link: https://www.econbiz.de/10014437256

Does pro-customer behavior always do the trick? : an investigation of pro-customer deviance

Ma, Xiuli; Xu, Xiaowei; Hu, JiaJing - In: International journal of hospitality management 114 (2023), pp. 1-12

Persistent link: https://www.econbiz.de/10014439937

Investigating the effect of AI service quality on consumer well-being in retail context

Shen, Pengyi; Wan, Demin; Zhu, Aonan - In: Service business 19 (2025) 1, pp. 1-35

Persistent link: https://www.econbiz.de/10015178591