This paper advances our theoretical understanding of online service delivery with regard to
live chat technology. Online customer support via live chat offers customers a way in which …

This paper builds a conceptual reflection leading to the proposition of the customer
experiential knowledge management (CEKM) approach. The challenge, here, is how to …

The purpose of this viewpoint is to present my arguable opinion about the phygital construct
in the hopes of sparking an insightful discussion about its usefulness and the implications of …

Social commerce (SC) is an upcoming trend that has changed the online shopping
experience by allowing e‐retailers to develop long‐term relationships with customers and …

Online retail's rapid growth in India has triggered both untapped growth opportunities and
challenges to maintain consumer “stickiness” to retailer websites. In this context, online …

This review aims to examine the latest research on online customer experience (OCE),
which can be defined as consumer's cognitive, emotional, and behavioral response to …

Purpose This paper explores the online customer experience (OCE) within business-to-
business (B2B) websites. The purpose of this paper is to understand the influence of website …

The concept of fairness has received great attention in consumer behavior research lately.
However, the focus of these studies has mainly been the understanding of fairness in terms …

Purpose In this era of smartphone applications, brands are actively developing applications
to occupy the consumer's mobile phone space, adding many practical functions to their …

Purpose Modern businesses strategically focus on improving the online purchase
experience (OPE) of customers to acquire a long-term competitive edge. However, the …