Purpose The luxury experience is a growing and crucial component of luxury marketing.
Experiences inspire consumers to engage with luxury brands. Although several research …

Purpose This study evaluates consumption displacement, the shift in consumption that
occurs when consumers experience a change in the availability of goods, services and …

Reframing service innovation: COVID-19 as a catalyst for imposed service innovation | Emerald
Insight Books and journals Case studies Expert Briefings Open Access Publish with us …

Academic literature retains a dearth of empirical evidence of the cutting-edge aspect of
artificial intelligence (AI)-powered digital assistance and digital multisensory cues, despite …

Purpose This article explores the impact of crises, such as the coronavirus pandemic, on
service industries, service customers, and the service research community. It contextualizes …

Omnichannel retailing has revolutionized the way retailers create strategies for engaging
customers in making purchase decisions. Phygital is a new-age transformative form of …

Despite the massive impacts of COVID-19 pandemic on hospitality industry, only limited
papers empirically examined consumer reactions to current pandemic in the context of …

Our paper challenges several notions regarding emotion's role and their influence on the
customer experience (hereafter CX). Based on our analysis, we develop the following five …

Since the COVID-19 pandemic hit, several hospitals in Indonesia have started to develop
teleconsultation services to expand the reach of health services and prevent the spread of …

Luxury organizations have traditionally resisted technology, as they perceived it to be
antithetical to the values of luxury. Recently, however, competitive and market pressures …