The concept of customer experience has received increasing attention in different
disciplines. However, the pathway for handling experience has not been clearly set forth due …

Purpose Restaurants with limited promotion budgets depend mainly on word of mouth
(WOM) among customers. WOM seems particularly important to the marketing of services …

This study explores the evolution of Marketing 4.0 and empirically examines its impact on
customer satisfaction and purchase intention. Marketing 4.0, an upgrade to the previous …

This study investigates the impact of customer relationship management (CRM) and
company reputation on customer loyalty with customer satisfaction mediating the relation …

Why do online customers become loyal in their purchases on e-commerce sites? We
examine how e-service quality, trust, and customer satisfaction affect customer loyalty …

Artificial intelligence (AI) service failures are inevitable in hospitality companies; thus, how AI
service recovery retains customers is an issue that cannot be ignored. This article focuses …

Prior studies on e-learning service quality were conducted mainly in developed countries;
however, little effort has been made in emerging countries. This study examines the …

Purpose The purpose of this paper is to investigate the impact of customer satisfaction,
service quality, the perceived value of services, corporate image and corporate reputation …

A constant concern of academic institutions has been to improve the customer satisfaction in
university libraries. The service quality within academic library context is pivotal for satisfying …

Purpose The purpose of this paper is to explain the patients' views towards private
healthcare service providers. The study focussed on hospital service quality and analysed …