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

Purpose–The collective, interactive aspects of service experience are increasingly evident in
contemporary research and practice, but no integrative analysis of this phenomenon has …

Consumers increasingly use social media brand communities to gather information about
brands and to inform their purchase decisions. Building on uses and gratifications theory …

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 …

The main purpose of this paper was to explore the effect of social media marketing activities
(SMMAs) on brand equity (BEQ) through a moderated mediation analysis of brand …

While service design has been highlighted as a promising approach for driving innovation,
there are often struggles in realizing lasting change in practice. The issues with long-term …

Purpose–The purpose of this paper is to analyze the theoretical and practical implications of
adopting customer-dominant logic (CDL) of service, focusing on how firms can become …

The concepts of value-in-use and value-in-exchange have provided the theoretical
foundation for scholarly thought since antiquity. The latter has exerted particular influence in …

Value co-destruction is a possible outcome of business, public and consumer collaboration.
We examine reasons that lead to value co-destruction and when these reasons emerge …

Purpose The purpose of this paper is to broaden extant understanding of actor engagement
behavior beyond its currently dominant dyadic (micro-level) focus, by examining it from …