Conversational agents are systems with human‐like features that can be deployed in
service settings and are fast emerging as the future of online commerce. Considering the …

Over the last few years, the concept of online loyalty has been examined extensively in the
literature, and it remains a topic of constant inquiry for both academics and marketing …

Purpose Enhancing consumer engagement in e-commerce live streaming is critical for e-
commerce operators to build relationships and create consumer loyalty. Using the stimulus …

This study was undertaken to analyze whether luxury fashion retail brands can adhere to
their core essence of providing personalized care through e-services rather than through …

Purpose The purpose of this paper is to examine the impact of perceived social media
marketing activities (SMMAs) on customer loyalty via customer equity drivers (CEDs) in an e …

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

Chatbots are increasingly finding their way into e-commerce and e-services, as their
implementation opens up promising opportunities to improve customer service. The present …

Humanoid robots should play an increasing role in hospitality and tourism services.
Anthropomorphic–human like–characteristics seem critical component to consumers …

Purpose In a world where customer empowerment is continuously increasing and changing
the service landscape, retailers must provide memorable shopping experiences to retain …

Retailers have always worked to establish close relationships with customers through the
retail marketing mix. Thus, the literature has a long tradition of testing the effects of various …