Purpose–The purpose of this paper is to review the literature in the field of performance
measurement and management (PMM) for small and medium enterprises (SMEs) and large …

For too long, marketers have not been held accountable for showing how marketing
expenditures add to shareholder value. As time has gone by, this lack of accountability has …

Drawing upon affordance theory, this study positions artificial intelligence (AI) as a
commercial service in examining its influence on customer engagement in the hotel context …

服务创新和服务生产力是企业获得竞争优势的关键因素。 尽管以前的研究已经推进了对每个
主题的理解， 但很少有人试图弥合这两个研究流之间的差距。 为了解释企业如何将高服务 …

This study aimed to determine the effect of corporate social responsibility (CSR) on
consumer satisfaction and loyalty in the Peruvian private banking sector. A total of 390 bank …

Service failures represent temporary or permanent interruptions of the customer's regular
service experience. Although the literature identifies an extensive set of organizational …

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

Customer engagement has recently emerged in both academic literature and practitioner
discussions as a brand loyalty predictor that may be superior to other traditional loyalty …

The purpose of this study is to examine the effect of website design quality and service
quality on consumers' repurchase intention in the Asian, European, North and South …

Online chatter, or user-generated content, constitutes an excellent emerging source for
marketers to mine meaning at a high temporal frequency. This article posits that this …