Purpose The purpose of this paper is to review the literature on customer experience to
develop a better understanding of the concept and propose a research agenda …

Purpose In the contemporary hospitality industry, superior customer experiences are
essential in gaining customer loyalty and achieving a competitive advantage. However …

New technologies such as Internet of Things (IoT), Augmented Reality (AR), Virtual Reality
(VR), Mixed Reality (MR), virtual assistants, chatbots, and robots, which are typically …

In response to initial voices that put the customer experience (management)(CX (M))
movement into question, this article aims to introduce a formal nomenclature to push the CX …

The study employed two theories, the technology acceptance model (TAM) and the Attention-
Interest-Desire-Action (AIDA) model, to provide an understanding of the process of …

Many B2B firms have widely accepted AI-based chatbots to provide human-like service
interaction at different customer touchpoints in recent years. One of the objectives behind …

Artificial intelligence (AI) will substantially impact retailing. Building on past research and
from interviews with senior managers, we examine how senior retailing managers should …

Consumers have traditionally made purchase decisions at the store shelf, giving institutional
brick-and-mortar retailers great power to learn about and influence behaviors and …

When customers journey from a need to a purchase decision and beyond, they rarely do so
alone. This article introduces the social customer journey, which extends prior perspectives …

Customer journey management (CJM) and understanding the role of customer experiences
at each stage of the journey is of paramount importance to retailers and manufacturers to …