Over the last three decades, customer experience (CE) has developed from a burgeoning
concept to a widely recognized phenomenon in terms of both research and practice. To …

Although management scholars have devoted considerable effort to researching the effects
of servicescapes [Bitner, MJ (1992). Servicescapes: The impact of physical surroundings on …

This paper aims to investigate the omni-channel shopping value (SV) by proposing and
empirically testing an omni-channel SV model based on SV literature and omni-channel …

Through qualitative and empirical research, the authors find that the service quality construct
conforms to the structure of a third-order factor model that ties service quality perceptions to …

This paper presents an alternative,“Latin” vision of our societies. Here the urgent societal
issue is not to celebrate freedom from social constraints, but to re‐establish communal …

Purpose–The purpose of this paper is to identify which consumption practices lead to the co-
creation of collective service experiences and to outline a conceptual framework for their …

While the role of customer-to-customer (C2C) interaction in shaping service experience has
been recognized in the services marketing literature, empirical examination of this issue is …

Although numerous articles emphasize the importance of the servicescape (the physical
facilities of a service company), the effect of the servicescape on quality perception has been …

Purpose–This study aims to identify key quality attributes that significantly distinguish highly
satisfied diners from non‐highly satisfied diners. Design/methodology/approach–Data were …

Service establishments would relish the opportunity to have their customers display
customer voluntary performance (CVP) behaviors, which refer to helpful, discretionary …