Antecedents and consequences of customer experience management-a literature review and research agenda
S Fatma - International journal of business and commerce, 2014 - papers.ssrn.com
Abstract Customer Experience Management (CEM) is an emerging field and as companies
try new ways of understanding and managing experiences this paper provides an …
try new ways of understanding and managing experiences this paper provides an …
Can Alexa serve customers better? AI-driven voice assistant service interactions
Purpose This study aims to examine customers' willingness to engage in service interactions
enabled by artificial intelligence (AI) controlled voice assistants (VA). Drawing on the tenets …
enabled by artificial intelligence (AI) controlled voice assistants (VA). Drawing on the tenets …
Frontline encounters of the AI kind: An evolved service encounter framework
Artificial intelligence (AI) is radically transforming frontline service encounters, with AI
increasingly playing the role of employee or customer. Programmed to speak or write like a …
increasingly playing the role of employee or customer. Programmed to speak or write like a …
The role of customer intimacy in increasing Islamic bank customer loyalty in using e-banking and m-banking
Purpose The purposes of this study are to develop an extended technology acceptance
model (TAM) model by adding customer intimacy, perceived risk, trust and Sharia …
model (TAM) model by adding customer intimacy, perceived risk, trust and Sharia …
Tangible service automation: Decomposing the technology-enabled engagement process (TEEP) for augmented reality
The rise of augmented reality (AR) technology, which overlays digital content to alter
customers' views of a physical service setting, using mobile and wearable computing, drives …
customers' views of a physical service setting, using mobile and wearable computing, drives …
[HTML][HTML] Customer-to-customer interaction in tourism experience: Moderating role of nationality
S Zgolli, I Zaiem - Arab economic and business journal, 2017 - Elsevier
In this research, we examine the effect of extroversion and the perceived similarity on
customer to customer interaction (CCI), and the effect of this interaction on the tourists' …
customer to customer interaction (CCI), and the effect of this interaction on the tourists' …
Exploring the role of extrovert-introvert customers' personality prototype as a driver of customer engagement: does relationship duration matter?
Drawing on social exchange theory, the current study examines new drivers and their
associated processes of customer engagement. In spirit, the study tests the direct and …
associated processes of customer engagement. In spirit, the study tests the direct and …
Are consumers more attracted to restaurants featuring humanoid or non-humanoid service robots?
The restaurant industry has witnessed a dramatic rise of service robots. Previous research
suggests that humanoid service robots are perceived as social entities and thus might lead …
suggests that humanoid service robots are perceived as social entities and thus might lead …
Effects of communication style on relational outcomes in interactions between customers and embodied conversational agents
MME van Pinxteren, M Pluymaekers… - Psychology & …, 2023 - Wiley Online Library
Conversational agents are increasingly used to substitute or augment human service
employees. Due to their ability to use human‐like communicative behaviors, these agents …
employees. Due to their ability to use human‐like communicative behaviors, these agents …
Mask-wearing intentions on airplanes during COVID-19–Application of theory of planned behavior model
The COVID-19 pandemic has devastated the air transport industry, forcing airlines to take
measures to ensure the safety of passengers and crewmembers. Among the many …
measures to ensure the safety of passengers and crewmembers. Among the many …