Purpose–The purpose of this paper is to put forth an expanded servicescape framework that
shows that a perceived servicescape comprises physical, social, socially symbolic, and …

Purpose–Understanding and delivering total customer experience (TCE) in order to sustain
lasting customer loyalty (LCL) is increasingly important given the pressures of …

Buku Komitmen Organisasi ini secara komprehensif mengulas tentang berbagai teori dan
pendekatan komitmen karyawan pada organisasi yang diharapkan menjadi pengayaan …

Technology is rapidly changing the nature of service, customers' service frontline
experiences, and customers' relationships with service providers. Based on the prediction …

We develop a framework to facilitate customer engagement in service (CES) based on the
service-dominant (SD) logic. A novel feature of this framework is its applicability and …

Purpose An increasing number of brands are using algorithms to embed brand-related
content to targeted consumers' social media pages. This paper aims to analyze how do …

Online interactions have emerged as a dominant exchange mode for companies and
customers. Cultivating online relationships—defined as relational exchanges that are …

Purpose The purpose of this paper is to investigate the role of trust in enhancing customer
loyalty, and to test the mediation role of commitment and customer intimacy in the …

This study examines the mediating role of customer relationship management (CRM) quality
to better explain the effects of service evaluation variables (service quality, customer …

As firms work tod engage customers better, researchers have attempted to understand
customer engagement (CE) empirically. CE goes beyond purchase and is the level of the …