This article presents a state-of-the-art systematic review of the evolution and structure of
empirical research on customer experience in hospitality and/or tourism settings based on …

The rapid advancement of artificial intelligence (AI) offers exciting opportunities for
marketing practice and academic research. In this study, through the application of natural …

With growing investment into the metaverse or metaverses, the required hardware and
software is becoming more powerful and cheaper, and tech firms' expectations for this …

Digitization, artificial intelligence, and service robots carry serious ethical, privacy, and
fairness risks. Using the lens of corporate digital responsibility (CDR), we examine these …

Digital transformation has had an unprecedented influence on all sectors of business over
the last decade. We are now entering an era characterized by the extensive digital …

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 Robots are predicted to have a profound impact on the service sector. The
emergence of robots has attracted increasing interest from business scholars and …

Digital business platforms (DBPs) such as eBay, Google, and Uber Technologies have seen
enormous growth; this paper explores their salient characteristics, the role of marketing in …

We propose that digital technologies and related data become increasingly prevalent and
that, consequently, ethical concerns arise. Looking at four principal stakeholders, we …

While traditional organizations create value within the boundaries of their firm or supply
chain, digital platforms leverage and orchestrate a platform-mediated ecosystem to create …