Paradoxes in use of the term customer experience are noted. As a verb, experience
describes a process of learning, leading to learned response, but as a noun emphasises …

Amidst a rapidly changing marketplace, sharp behavioral changes, and increased social
media usage, brand authenticity, already an important attribute, has become an essential …

Service robots are taking over the frontline. They can possess three types of artificial
intelligence (AI): mechanical, thinking, and feeling AI. Although these intelligences …

Social media has transformed the way tourism-related information is generated and
distributed. While previous studies have focused largely on the benefits of social media for …

Repeat business is critical to the success of medical clinics in the competitive medical
tourism market. This study develops a model explaining international medical travelers' …

The role of emotions in hedonic service settings is well established, but their role in
utilitarian service settings has received scant attention. This research attempts to fill this gap …

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 research investigates the effects of robotic service on guest evaluations of hotel brand
experience, and examines the moderating effects of hotel segment via a 2 (service delivery …

Self-service technologies (SSTs) are increasingly changing the way customers interact with
firms to create service outcomes. Given that the emphasis in the academic literature has …

Purpose Brands are increasingly considering the use of chatbots to supplement, or even
replace, humans in service interactions. Like humans, chatbots can follow certain service …