It is especially important for restaurants to understand exactly who their potential and actual guests are and what exactly those guests expect from a restaurant or a restaurant visit. In particular, it is of interest to know which criteria potential guests use to select restaurants and under...

Banking has evolved from ancient times of using grain banks and temple lending to modern banking practices. The transformation of the banking sector has ensured that banks play the crucial role of facilitating faster and efficient service delivery. This paper traced the evolution of banking and...

The growing dependenceon mobile technology and the drive for financial inclusivity in the developing world are driving the use of e-wallets as a key agenda for governments and FinTech solution providers. The objective of this research is to examine the factorsthat influence consumers' intention...

In digital retail, where competition intensifies and customer expectations evolve rapidly, understanding the interplay among customer experience metrics is critical for strategic decision-making. Despite widespread adoption of feedback programmes, practitioners struggle to interpret how...

Background: In an increasingly digitized supply chain landscape, small and medium-sized enterprises (SMEs) face mounting challenges in regard to delivering differentiated and responsive customer experiences. This study investigates the role of Industrial Internet of Things-enabled coopetition...

Background: The study aims to examine the role of artificial intelligence-oriented personalisation in customer interaction of social commerce platforms in the developing market, such as Kosovo. Objectives: A quantitative design was used, and 312 active users were sampled, with surveys offered to...

This study examines the dynamics of negative customer reviews in the hospitality industry. Drawing on a dataset of 80,521 negative hotel reviews from Booking.com, we identify eleven serially correlated aspects of customer experience where current customer complaints predict future ones. These...

This paper investigates the impact of financial technology (FinTech) on bank performance through a comprehensive bibliometric analysis of publications from the Web of Science Core Collection Database published between 2015 and July 2024. The study employs the R-package litsearchr for keyword...

E-commerce has rapidly evolved into a dominant force in Latin American markets, reshaping how young consumers engage with digital platforms. Despite this growth, empirical models explaining repurchase intention remain limited and theoretically fragmented. This study addresses this gap by...

A wedding is always a special event. The wedding experience, carved under the influence of environmental stimuli - servicescape or wedding-scape - and an antecedent of behavioural outcomes, as shared in online platforms, increasingly influences the decision-making of other couples. Adopting an...

Manuscript type: Research Article. Research Aims: This study investigated the influence of customer perceived value proxy with customer experience and service quality in building satisfaction in the Nigerian Airline business. Design/methodology/approach: The study employed a quantitative...

This thought-provoking book examines the role of emotions in customer experience research. Ma±gorzata Budzanowska-Drzewiecka and Adrian Lubowiecki-Vikuk explore methods of capturing mixed emotional states throughout the consumer journey, covering core theoretical issues and providing...

In the development of the Internet of Things, smart shopping carts present a digital innovation that can realize cost‐cutting potential and improve the shopping experience. The impact of smart shopping carts on customers' shopping experience is analyzed in stationary grocery retailing. We...

Serving as a social glue in interactions, consumer empathy takes center stage in shaping a pleasant customer experience. Our holistic framework of an empathic customer experience, rooted in the perception–action model of empathy and established customer experience conceptualizations, unveils...

Technology and the internet have changed the Indian retail industry. To better serve customers, retailers are combining the benefits of physical locations with the vast amount of online information. Omnichannel commerce is a unique sales experience that combines the benefits of real venues with...

This study provides the first investigation of the complete group of variables in the expanded theory of uses and gratifications on consumer engagement in an all-service social media platform. Consumer engagement is measured both from a psychological state and behavioral perspective, an approach...

In 2022, statistical data indicated that approximately 41% of individuals aged 55 and above in India intended to increase their video streaming and TV consumption. Against this milieu, this research article explores baby boomers’ orientation toward Over-The-Top (OTT) platforms, investigating...

Consumer interactions on social media have been analysed in the literature as sources of information about their ability to generate engagement and knowledge about how to interact with brands. The present study contributes to this line of research, focusing on empirically determining those...

In today’s highly competitive airline industry, understanding the factors that influence customer loyalty is paramount for airline companies seeking to maintain a competitive edge. This study investigates the impact of Electronic Customer Relationship Management (E-CRM) on customer loyalty...

In today’s retail landscape, omnichannel customer experience plays a crucial role in fostering long-term customer trust and satisfaction. However, there remains a gap in understanding the precise impact of omnichannel experiences on these key factors. This research addresses this gap by...

This paper seeks to fill existing knowledge gaps regarding the relationship between channel integration and the omnichannel customer experience using a multidimensional approach to both constructs. The study was performed among 516 retail buyers in Peru who use an omnichannel strategy. The...

In the rapidly evolving landscape of customer service, integrating AI-powered solutionshas emerged as a game-changer. This study delves into the intricate dynamics of AI-Powered Customer Service and its profound impact on customer loyalty, specifically focusing on the mediating roles played by...

International trade is increasingly facilitated by e-commerce platforms, fostering user-generated content through customer reviews, which can be analysed using sentiment analysis to uncover the customer experience. This study applies aspect-based sentiment analysis with the GPT-3 Davinci version...

The study examines the impact of Augmented Reality (AR) attributes on customer experience and purchase intention in the retail industry. The study employs a theoretical framework rooted in the Technology Acceptance Model and Stimulus-organism-response Theory, investigating the influence of AR...

This study aims to explore how augmented reality (AR) and a company’s unique resources optimize competitive advantage to improve marketing performance using a qualitative approach with triangulated in-depth interviews. The findings of this study revolve around three main themes: improving...

Purpose Effective customer journey design (ECJD) is considered a key variable in customer experience management and an essential source of brand meaning and pro-brand behavior. Although previous research has confirmed its importance for driving brand attitudes and loyalty, the role of...

Purpose Although improving customer experience (CX) has always been one of the top priorities of business process management (BPM), the evidence on the actual contribution made by traditional BPM to improving CX and customer experience management (CXM) is mixed. Recently, new and enhanced...

This study aims to explore how augmented reality (AR) and a company's unique resources optimize competitive advantage to improve marketing performance using a qualitative approach with triangulated in-depth interviews. The findings of this study revolve around three main themes: improving...

Technology and the internet have changed the Indian retail industry. To better serve customers, retailers are combining the benefits of physical locations with the vast amount of online information. Omnichannel commerce is a unique sales experience that combines the benefits of real venues with...