With the application of artificial intelligence (AI) technology in organizational frontlines,
customers' service experiences have begun to shift from interactions with service personnel …

Factors promoting loyalty are of great interest to both academics and practitioners because
consumer loyalty is a notable predictor of business success. This study identifies the …

Purpose The purpose of this paper is to determine the influence of service quality and
university image on student satisfaction and student loyalty. Design/methodology/approach …

E-learning systems are increasingly essential in universities, schools, government
departments and other organizations that provide an education or training service. The …

The generic service quality dimensions are identified using an exploratory factor analysis
(EFA). Next the reliability and validity of the factors and customer satisfaction and customer …

The purpose of this study is to develop new knowledge related to innovations in e-
commerce, which we call e-commerce innovation, and how this affects customers' …

The purpose of this paper is to present a systematic and up-to-the-date review of the
extensive research that has been conducted on the conceptualisation and measurement of …

Banking is an important industry in a nation but with the intense competition of various banks
available, it is the services provided that crucially distinguishes the banks. Previous studies …

This paper investigates the relative effects of customer positive versus negative emotions on
satisfaction and loyalty in a utilitarian service setting. In-depth interviews with 20 call-center …

The restaurant business has been increasingly recognized for its ability to help mitigate
many negative environmental impacts. To develop a competitive advantage, green …