Artificial intelligence (AI) can bring both opportunities and challenges to human resource
management (HRM). While scholars have been examining the impact of AI on workplace …

A decade of research has produced substantial results but the theorization of memorable
tourism experience, often drawing on positive and environmental psychology, remains fuzzy …

Research offers some indication that the online customers' shopping experience (OCSE)
can be a strong predictor of online impulsive buying behavior, but there is not much …

The purpose of this paper is to analyse customer experience (CX) in the fintech sector.
Fintech is a dynamic and innovative field that fully benefits from advances in information and …

Suomella on edessään historiallisen suuri haaste. Kuinka käännetään eilisen menestyksen
taannut tuotantolähtöinen ajattelu siihen, millä tänään kilpaillaan: asiakaskokemukseen ja …

Customer experience is a key marketing concept, yet the growing number of studies focused
on this topic has led to considerable fragmentation and theoretical confusion. To move the …

Over the past two decades, digitalization has revolutionized not only consumer marketing
but also industrial marketing. Both industrial marketing scholars and industrial marketers …

Customer journey has become an increasingly important concept to understand complex
customer behaviours and get insights into their experiences. While the term has been used …

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 The purpose of this paper is to explore innovations in customer experience at the
intersection of the digital, physical and social realms. It explicitly considers experiences …