This study examines a chain of impact of a mobile payment user experience on consumers'
emotions and, consequently, on continuance intention. The examined factors influencing …

The purpose of this paper is to examine service quality constructs which leads to student
satisfaction in the setting of Indian higher management education institutes. In this study …

Intelligent customer service agents (ICSAs) have been widely used as automated service
assistants in e-commerce. Although ICSAs are highly valued by enterprises, consumers …

Service quality perceived by clients should be a crucial element in the process of co-creating
sustainable services. This article aimed to examine relationships between five constructs …

The purpose of this study is to examine the determinants of customers' intention to engage in
online group buying, which involves electronic word of mouth, information searching, trust in …

Purpose The purpose of this paper is to investigate the relationship between service
recovery and relational selling behavior on trust and satisfaction in the banking industry …

Purpose Social media developments in the last decade have led to the emergence of a new
form of word of mouth (WOM) in the digital environment. Electronic word-of-mouth (eWOM) is …

With the proliferation of social media, firms are increasingly faced with the need to respond
publicly to reduce the negative effects of customer complaints. Based on social learning …

This research aims to develop and to examine a measurement of customers' experiences in
the last-mile delivery process, which is a critical step towards their satisfaction and future …

In today's competitive business world, customer satisfaction is one of the main focuses of
companies in maintaining their reputation and growth. However, in the midst of efforts to …