Purpose Conversational agents (chatbots, avatars and robots) are increasingly substituting
human employees in service encounters. Their presence offers many potential benefits, but …

Purpose This article aims to provide a summary review of what is already known about
customer loyalty and identifies some emerging issues that play an important role in it. As a …

Artificial intelligence (AI) continues to transform firm-customer interactions. However, current
AI marketing agents are often perceived as cold and uncaring and can be poor substitutes …

Through the combination of e-commerce and social media, social commerce has the
potential to significantly influence customers' purchase intentions. However, the …

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

Purpose Artificial intelligence (AI) is currently having a dramatic impact on marketing. Future
manifestations of AI are expected to bring even greater change, possibly ushering in the …

This study investigated the influence of service robot attributes on customers' hospitality
experience from the perspective of relationship building. Through literature review and a …

Survival in today's economic climate and competitive retail environment requires more than
just low prices and innovative products. To compete effectively, businesses must focus on …

Interpersonal exchanges between customers and frontline service employees increasingly
involve the use of technology, such as point-of-sale terminals, tablets, and kiosks. The …

Given the intensive rivalry in the transport industry, passenger relationship management has
become a vital concern for the low-cost airline (LCA) sector. However, determinants of LCA …