The last three decades have witnessed a resurgence of research on the topic of customer
value. In search of a comprehensive integration and analysis of this research—including …

The concept of customer experience has received increasing attention in different
disciplines. However, the pathway for handling experience has not been clearly set forth due …

RESUMEN El Marketing de Relaciones es un término que abarca significativamente más
que unos simples objetivos con sus estrategias; por ello, parece mejor entenderlo como una …

The paper presents a novel method for reducing a multi-class Confusion Matrix into a 2× 2
version enabling the use of the relevant performance metrics and methods like the Receiver …

Because of continuous improvements in their underlying technologies, customers perceive
frontline robots as social actors with a high level of humanness, both in appearance and …

Purpose The purpose of this paper is to investigate the impact of customer satisfaction,
service quality, the perceived value of services, corporate image and corporate reputation …

A constant concern of academic institutions has been to improve the customer satisfaction in
university libraries. The service quality within academic library context is pivotal for satisfying …

Understanding customer experience and the customer journey over time is critical for firms.
Customers now interact with firms through myriad touch points in multiple channels and …

Voice assistants have emerged as a new form of technology that can identify human speech
and respond accordingly via synthesized voices and this family of technologies has helped …

In this study, we highlight the need and develop a framework for customer engagement (CE)
by reviewing the marketing literature and analyzing popular press articles. By understanding …