Personalization in personalized marketing: Trends and ways forward
In marketing, personalization is the action of designing and producing in ways that resonate
with customer preferences. Content and products that are personalized according to …
with customer preferences. Content and products that are personalized according to …
Artificial intelligence: Disrupting what we know about services
Purpose Artificial intelligence (AI) is currently having a dramatic impact on marketing. Future
manifestations of AI are expected to bring even greater change, possibly ushering in the …
manifestations of AI are expected to bring even greater change, possibly ushering in the …
To err is human (-oid): how do consumers react to robot service failure and recovery?
Robots are the next wave in service technology; however, this advanced technology is not
perfect. This research examines how social perceptions regarding the warmth and …
perfect. This research examines how social perceptions regarding the warmth and …
Mobile app vs. desktop browser platforms: The relationships among customer engagement, experience, relationship quality and loyalty intention
The growing use of mobile technologies is spawning firms' adoption of mobile relationship-
building techniques, including via mobile apps. However, despite the rapid rise of these …
building techniques, including via mobile apps. However, despite the rapid rise of these …
Domo arigato Mr. Roboto: Emergence of automated social presence in organizational frontlines and customers' service experiences
Technology is rapidly changing the nature of service, customers' service frontline
experiences, and customers' relationships with service providers. Based on the prediction …
experiences, and customers' relationships with service providers. Based on the prediction …
The effect of implementing chatbot customer service on stock returns: An event study analysis
D Fotheringham, MA Wiles - Journal of the Academy of Marketing Science, 2023 - Springer
Abstract Advancements in conversational Artificial Intelligence (AI) have led to rapid growth
in firms' use of AI chatbots in customer service roles. While the shareholder wealth effects of …
in firms' use of AI chatbots in customer service roles. While the shareholder wealth effects of …
Robotic transformative service research: deploying social robots for consumer well-being during COVID-19 and beyond
Purpose Besides the direct physical health consequences, through social isolation COVID-
19 affects a considerably larger share of consumers with deleterious effects for their …
19 affects a considerably larger share of consumers with deleterious effects for their …
Brand authenticity: An integrative framework and measurement scale
Although brand authenticity is gaining increasing interest in consumer behavior research
and managerial practice, literature on its measurement and contribution to branding theory …
and managerial practice, literature on its measurement and contribution to branding theory …
Service experience co-creation: conceptualization, implications, and future research directions
E Jaakkola, A Helkkula… - Journal of service …, 2015 - emerald.com
Purpose–The collective, interactive aspects of service experience are increasingly evident in
contemporary research and practice, but no integrative analysis of this phenomenon has …
contemporary research and practice, but no integrative analysis of this phenomenon has …
Role of corporate social responsibility authenticity in developing perceived brand loyalty: a consumer perceptions paradigm
AA Safeer, H Liu - Journal of Product & Brand Management, 2023 - emerald.com
Purpose Authenticity has become increasingly dominant in business practices, particularly
in branding and corporate social responsibility (CSR) activities, as consumers want it in all …
in branding and corporate social responsibility (CSR) activities, as consumers want it in all …