The increasing adoption of AI chatbots in online shopping assistance, as a complement or
substitute for human frontline employees (HFLEs), leads to the question whether HFLEs …

This study examines the influence of the perception of robot appearance and service context
on customers'/tourists' intention to use robots. Four studies confirm a congruity effect …

This study intended to frame the specific role of corporate social responsibility (CSR) in
customer retention process by taking into account the mediating impact of brand attitude …

This study aims to explore the determinants of hotel guests' pro-environmental behaviour
using past behaviour as a moderator. The study used the partial least square technique to …

Consumer behavior to do online shopping is growing with technological advances. To meet
consumer needs for online shopping various e-commerce began to develop. Alibaba is one …

This study sought to examine the effects of service quality and customer satisfaction on the
repurchase intentions of customers of restaurants on University of Cape Coast Campus. The …

The present study aimed to examine patrons' loyalty generation process for a chain coffee
shop brand by considering the role of cognitive drivers, affective drivers, brand satisfaction …

Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer
Satisfaction, this is the definitive text on the meaning, causes, and consequences of …

This article appraises a theoretical model that relates personality, satisfaction, loyalty,
ambience, and image in a hotel setting. The results of the structural equation modeling …

In the past decade, Pine and Gilmore set out the vision for a new economic era, the
experience economy, in which consumers are in search for extraordinary and memorable …