The thematic evolution of customer engagement research: a comparative systematic review and bibliometric analysis
Purpose This study aims to serve as an important resource for customer engagement (CE)
researchers by presenting a comprehensive, up-to-date and objective assessment of the …
researchers by presenting a comprehensive, up-to-date and objective assessment of the …
A structured literature review on the interplay between emerging technologies and COVID-19–insights and directions to operations fields
MM Queiroz, S Fosso Wamba - Annals of Operations Research, 2024 - Springer
In recent years, emerging technologies have gained popularity and being implemented in
different fields. Thus, critical leading-edge technologies such as artificial intelligence and …
different fields. Thus, critical leading-edge technologies such as artificial intelligence and …
Equilibrating resources and challenges during crises: a framework for service ecosystem well-being
J Finsterwalder, VG Kuppelwieser - Journal of Service Management, 2020 - emerald.com
Purpose This article explores the impact of crises, such as the coronavirus pandemic, on
service industries, service customers, and the service research community. It contextualizes …
service industries, service customers, and the service research community. It contextualizes …
Exploring customers' responses to online service failure and recovery strategies during Covid‐19 pandemic: An actor–network theory perspective
While the debate on online service failure and recovery strategies has been given
considerable attention in the marketing and information systems literature, the evolving …
considerable attention in the marketing and information systems literature, the evolving …
Prosumers in times of crisis: definition, archetypes and implications
Purpose This paper defines prosumers in light of the COVID-19 crisis and other contexts. It
addresses how prosumers helped overcome challenges caused by COVID-19 and is the …
addresses how prosumers helped overcome challenges caused by COVID-19 and is the …
Customer brand engagement during service lockdown
LD Hollebeek, DLG Smith, E Kasabov… - Journal of Services …, 2020 - emerald.com
Purpose While the customer brand engagement (CBE) research has advanced important
insight, most studies to date explore CBE under regular, free-market conditions, yielding an …
insight, most studies to date explore CBE under regular, free-market conditions, yielding an …
Understanding misinformation and rumors that generated panic buying as a social practice during COVID-19 pandemic: evidence from Twitter, YouTube and focus …
Purpose The purpose of the study is to understand how socially shared misinformation and
rumors can enhance the motivation to protect personal interests and enhance social …
rumors can enhance the motivation to protect personal interests and enhance social …
# COVID-19: forms and drivers of social media users' engagement behavior toward a global crisis
Social media constitutes a pervasive communication media that has had a prominent role
during global crises. While crisis communication research suggests that individuals use …
during global crises. While crisis communication research suggests that individuals use …
Transforming destination-based customer engagement to revisit intention through co-creation: findings from SEM and fsQCA
MS Satar, RA Rather, S Cheema, SH Parrey… - Tourism …, 2024 - emerald.com
Purpose The business ambiguity because of COVID-19 has brought the tourism industry
under stress. Using the service-dominant-logic and elaboration-likelihood-model, this study …
under stress. Using the service-dominant-logic and elaboration-likelihood-model, this study …
How small firms build resilience to ward off crises: a paradox perspective
Despite crises being a dominant theme in organizational research, little inquiry has been
conducted into how small firms built resilience and coped with uncertainties created by the …
conducted into how small firms built resilience and coped with uncertainties created by the …