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 …

Survival analysis is a subfield of statistics where the goal is to analyze and model data
where the outcome is the time until an event of interest occurs. One of the main challenges …

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

Customer care is important for its role in relationship building. This role has traditionally
been performed by human customer agents; however, the emergence of interactive …

How can we know what stakeholders think and feel about brands in real time and over time?
Most brand reputation measures are at the aggregate level (eg, the Interbrand “Best Global …

Understanding customer experience and the customer journey over time is critical for firms.
Customers now interact with firms through myriad touch points in multiple channels and …

One of the most important tasks in marketing is to create and communicate value to
customers to drive their satisfaction, loyalty, and profitability. In this study, the authors …

Purpose Draws from the equity theory and customer equity literature, this study aims to
argue that the implementation of contactless service as an innovative service design in the …

In today's connected world, customer engagement behaviors are very important. Many
companies launch initiatives to stimulate customer engagement. However, despite evidence …

The purpose of this study is to better understand local residents' support for tourism
development by exploring residents' perceived value of tourism development, life domain …