The present study investigates the way strategic agility underpins digitalization and customer value outcomes in tourism. Drawing on an abductive logic, in-depth interviews …
Purpose Extant research mainly focused on potentially negative customer responses to service robots. In contrast, this study is one of the first to explore a service context where …
S Alimamy, J Gnoth - Computers in Human Behavior, 2022 - Elsevier
As technology further expands, the relationship between customers and organizations becomes even more idiomatic, as witnessed by personalized recommendations on websites …
Customer experience (CX) has emerged as a sustainable source of competitive differentiation. Recent developments in big data analytics (BDA) have exposed possibilities …
The nature of inside sales has shifted, increasing in autonomy, importance, and scope. Moreover, buyers are changing their preferences from face-to-face interactions to virtual …
Purpose Actors who participate in co-created service experiences typically assume that they will experience improved well-being. However, a growing body of literature demonstrates …
Y Jiang, MS Balaji, S Jha - International Journal of Hospitality Management, 2019 - Elsevier
This study examines the co-creation of customer-perceived value between customers and service providers in the sharing economy setting of Airbnb. Drawing on the service-dominant …
Complex services, such as healthcare, struggle to realize the benefits of value co-creation due to the substantial challenges of managing such services over the long-term. Key to …
S Alimamy, W Nadeem - Information Technology & People, 2022 - emerald.com
Purpose Rapid advancements in augmented reality (AR) technology have created new opportunities for service providers and customers to cocreate value. Using AR as a platform …