Service quality was originally conceptualised as a gap between expectations and the
consumer's overall assessment of the service encounter. Service quality's most popular …

This paper investigates the application of the concept of customer experience to the airline
industry and the extent to which airline brands are delivering customer experience …

Purpose–The purpose of this paper is to analyze the various antecedent beliefs predicting
customers' attitudes toward, and adoption of, self-service technologies (SSTs) available in …

The theoretical foundations of the concept of digital banking, a number of attractive
advantages for the banking business, corporate clients and consumers of banking services …

Due to mobile applications have become popular in marketing activities, many retail
businesses have begun to launch their Augmented Reality (AR) applications. The …

Research question: Participation in sport events is a significant aspect of experience. So far
very few analyses exist that shed light on the kind of experiences that satisfy participants …

The development of world tourism and the increase in the number of tourism destinations
has led to the development of competition. Therefore, to gain a competitive advantage …

The present research attempts to develop a theoretical framework for the assessment of
shopping mall customer experience dimensions. It further classifies the variables associated …

Kennzeichnend für den deutschen Einzelhandel ist eine Umbruchsituation, die maßgeblich
auf sich verändernde Markt-und Wettbewerbsbedingungen sowie Änderungen im …

This study presents the evolution of the IFCX model into the Customer Experience
Management Maturity Index (CXMMI), a comprehensive framework for assessing and …