Search Results - subject_exact:"Customer experience"

Power of social media influencers on brand awareness, value, and consumer purchases

Munir, Tanya; Watts, Sean - 2026

This study aims to examine the influencer power in shaping consumer purchase intentions. It revolves around the impact of social media influencer (SMI) endorsements on purchase intentions by undertaking the mediating effects of brand awareness and perceived value and the moderating effect of...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015639175

Rating with the senses : how sensory encounters are reflected on online review ratings?

Hallikainen, Heli; Halinen, Marianna; Tervonen, Hannes; … - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015372971

Empathy at the heart of customer experience : a holistic framework for understanding and enhancing consumer empathy through the lens of customer experience

Lehnert, Leon; Kühnl, Christina - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015373072

Smart shopping carts in food retailing : innovative technology and shopping experience in stationary retail

Schultz, Carsten D.; Zacheus, Patrick - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015333944

Investigating the customer journey in second-hand fashion platforms : implications for luxury brand management

Murtas, Gabriele; Pedeliento, Giuseppe - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015333957

A systematic review of theoretical, methodological, contextual, and content-related foundations of customer delight research

Stange, Raphael; Scheffler, Paul; Henseler, Jörg - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015338778

Customer experiences with service robots in hotels : a review and research agenda

Rana, Nripendra P.; Begum, Nusaiba; Faisal, Mohd. Nishat; … - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015189113

Beyond "Eat-Pray-Love" : designing transformative CX for self-discovery in extended service encounters

Zimbatu, Alexandra; Russell-Bennett, Rebekah - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015158139

The robot–human paradox : a meta-analysis of customer service by robots versus humans on customer experience

Santini, Fernando de Oliveira; Lim, Weng Marc; Sampaio, … - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015456473

Technology-aided customer experience innovation : implementation modes in retail

Artusi, Federico; Magistretti, Stefano; Bellini, Emilio; … - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015459309

Retail futures : customer experience, phygital retailing, and the Experiential Retail Territories perspective

Alexander, Bethan; Varley, Rosemary - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015441117

Metaverse platform attributes and customer experience measurement

Rahman, Syed Mahmudur; Chowdhury, Noman H.; Bowden, Jana; … - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015441297

The wedding at the hotel : venue choice, servicescape and customer experience as shared on TripAdvisor

Cartas, Beatriz Sanches; Guerreiro, Manuela; Barreira, … - 2025

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...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015444068

Understanding the B2B customer experience and journey : a convergence-based lens

De Keyser, Arne; Antonetti, Paolo; Rouziou, Maria; … - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015440381

Share of time in omnichannel retailing : definition and measurement

Rahman, Syed Mahmudur; Carlson, Jamie; Chowdhury, Noman H. - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015427558

Integrating artificial intelligence and customer experience

Chen, Ying; Prentice, Catherine - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015415330

Key account managers and customer experience : a service ecosystem approach

Schmitt, Laurianne; Klein, Michel; Lussier, Bruno - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015395444

AI-capable relationship marketing : shaping the future of customer relationships

Roy, Sanjit; Tehrani, Ali N.; Pandit, Ameet; … - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015422414

Metaverse customer experience : conditional mediation of avatar self-congruity, user similarity and well-becoming

Bowden, Jana; Eshaghi, Mohammad Sadegh; Afshardoost, Mona; … - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015620337

The role of AI-powered chatbots on improving customer experience in e-commerce : a case study of pharmaceutical organisations in Shanghai

Jing, Ziyi; Tachakorn Wongkumchai - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015632914

The moderating role of personalized recommendations in the trust-satisfaction-loyalty relationship : an empirical study of AI-driven e-commerce

Hassan, Noha; Abdelraouf, Mohamed; El-Shihy, Dina - 2025

Purpose This study investigates the effects of trust, satisfaction, and loyalty on AI‑driven e‑commerce, with a particular focus on how personalized recommendations moderate these relationships. It aims to explore how personalized AI features reshape consumer perceptions and decision-making....

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015614155

Adopting augmented reality into retailing mix strategy : Generation Z's perspective in Egypt

Mahmoud, Marwa; Nasr, Rasha Ihab - 2025

Augmented reality (AR) is a great opportunity for the retail industry because it provides companies with new ways to communicate with customers, promote their products, and achieve more sales. The purpose of this research is to gain a better understanding of the benefits of including AR as part...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015614486

The role of immersive spaces on the customer experience : an exploration of fashion metaverses

Alexander, Bethan; Blazquez Cano, Marta; Chrimes, Courtney - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015373139

Marketing innovations and digital technologies : a systematic review, proposed framework, and future research agenda

Athaide, Gerard A.; Jeon, Jaihyun; Raj, S. P.; Sivakumar, K. - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015373409

Balancing exclusivity and inclusivity through the strategic domestication of the luxury retail experience

Debenedetti, Alain; Philippe, Deborah; Dion, Delphine - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015435809

Enhancing customer experience through IIoT-driven coopetition : a service-dominant logic approach in networks

Silva, Agostinho da; Cardoso, Antonio J. Marques - 2025

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...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015436389

Evaluation of Restaurants and Restaurant Experiences - General Weightings and Individual Deviations in the Underlying Evaluation Criteria: Results of a Survey in Switzerland and Germany

Beier, Michael - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015191632

Exploring Emotions in Customer Experience Research

Budzanowska-Drzewiecka, Małgorzata; Lubowiecki-Vikuk, … - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015604228

Exploring serial patterns in negative hotel reviews

Skovoroda, Rodion; Yang, Wei; Chen, Bowei; Buck, Trevor - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015610501

The impact of FinTech on bank performance: A systematic literature review

Xu, Feng; Kasperskaya, Yuliya; Sagarra, Marti - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015612062

Online repurchase intention among Colombian university students: A TPB-based model using structural equation modeling

Amado-Mateus, Marelby; Guzmán-Rincón, Alfredo; … - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015612117

Perceived value and customer satisfaction in the Nigerian airlines businesses

Adebayo, Adeyemi Abdulwasiu; Salau, Abdulazeez Alhaji - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015625186

Customer experience and satisfaction in coffee consumption : an experiential marketing perspective

Supawat Meeprom; Akkhaporn Kokkhangplu - 2025

The purpose of this study was to explore structural relationships among customer experience, customer satisfaction, advocacy and repurchase intentions-with emphasis on the mediating effect of tourist satisfaction on relations (1) between customer experience and customer advocacy and (2) between...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015607706

Measuring customer experience in e-retail

Pires, Paulo Botelho; Perestrelo, Beatriz Martins; … - 2025

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...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015549141

Sports services management using assessment tools : net promoter score and importance-performance analaysis

Gálvez-Ruiz, Pablo; Lara-Bocanegra, Alejandro; … - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015550433

The mediating influence of perceived usefulness on consumer behaviour towards driving e-wallet adoption in Jordan

Matar, Ali; Aloqaily, Ahmad Nader - 2025

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...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015557337

Exploring serial patterns in negative hotel reviews

Skovoroda, Rodion; Yang, Wei; Chen, Bowei; Buck, Trevor - 2025

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...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015560953

AI-driven personalisation and customer engagement in social commerce : evidence from Kosovo

Emini, Adelina; Budić, Hrvoje; Klopotan, Igor - 2025

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...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015561571

The impact of FinTech on bank performance : a systematic literature review

Xu, Feng; Kasperskaya, Yuliya; Sagarra, Marti - 2025

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...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015564193

Online repurchase intention among Colombian university students : a TPB-based model using structural equation modeling

Amado-Mateus, Marelby; Guzmán-Rincón, Alfredo; … - 2025

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...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015564643

Perceived value and customer satisfaction in the Nigerian airlines businesses

Adebayo, Adeyemi Abdulwasiu; Salau, Abdulazeez Alhaji - 2025

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...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015591894

Banking sector transformation : disruptions, challenges and opportunities

Gaviyau, William; Godi, Jethro - 2025

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...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015533886

Gen AI in the insurance customer journey

Jia, Ruo; Eling, Martin; Wang, Tianyang - 2025

As insurers accelerate their AI adoption and people increasingly turn to general purpose Generative AI (Gen AI) tools to guide their insurance decisions, understanding how customers perceive and engage with these technologies is critical to building trust and ensuring responsible innovation....

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015585199

Artificial intelligence-based chatbots : a motivation underlying sustainable development in banking : standpoint of customer experience and behavioral outcomes

Tran Hung Nguyen; Le, Xuan Cu - 2025

In the digital transformation scenario, banks must strengthen business sustainability through digital technologies, such as artificial intelligence-based chatbots. Crucial evidence illustrates that using chatbots allows banks to enhance business performance and bank-customer relationship. This...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015607623