Purpose In the contemporary hospitality industry, superior customer experiences are
essential in gaining customer loyalty and achieving a competitive advantage. However …

In response to initial voices that put the customer experience (management)(CX (M))
movement into question, this article aims to introduce a formal nomenclature to push the CX …

Purpose This study aims to identify different approaches to conceptualize value co-creation
and analysing firms' co-creation strategies aided by various advancing technologies. This …

Purpose This paper aims to document how AI has changed the way consumers make
decisions and propose how that change impacts services marketing, service research and …

Marketing has recently shown considerable interest in customer experience (CX). Klaus and
Maklan (2012, 2013) provided a scale, called EXQ, to measure CX quality. In 2014, Klaus …

Cultivating high quality relationships with customers is of paramount importance in the
banking sector. However, there has been little effort to examine relationship quality (RQ) in …

Ever since the notion that consumption has an experiential dimension, experience and its
impact on business is receiving increased attention. Therefore, understanding experience …

Purpose The purpose of this paper is to explore the experience design phenomenon in the
cultural sector. Specifically, it purports to articulate a set of design characteristics that support …

This paper analyses the relationships between corporate social responsible employees,
corporate social responsible suppliers and customer value co‐creation behaviour in …

Purpose This article aims to provide an understanding of how utilitarian services can make
the customer experience more hedonic. Design/methodology/approach The author performs …