The conceptualization of self‐congruity is more than five decades old. However, the
research on its effect on consumer behaviour is still evolving, ensuing the literature …

Recently published exploratory research has suggested COVID-19 control protocols
implemented during the pandemic may have altered the values and experiences customers …

Chatbots are increasingly used as substitutes for human service agents in online shops.
This has led researchers to analyze how chatbot characteristics influence consumer …

An increasing number of companies have created branded apps to communicate with and
satisfy the needs of target audiences. The interactive features of smartphone apps …

Small individual sellers and retailers use live streaming as a direct selling channel to
demonstrate and sell their products. This study proposes a framework that examines the …

Purpose The transition from multichannel to omnichannel retailing requires a better
conceptualisation, especially for customer experience in smart shop** malls. Therefore …

The shop** experience may impact tourists' overall dis/satisfaction and, subsequently, the
destination's local economy. To address this importance, the current study focused on six …

Retailers invest in atmospherics to create effective environments that engage shoppers in
their shop** journey and promote business success. However, the link between store …

Purpose: This study aims to examine customer experience toward repurchase intention in
offline and online stores and discuss customer satisfaction as a mediator variable. Research …

The study proposes an integrative conceptualization to capture the theoretical notion of
perceived restaurant authenticity (PRA). It conceptualizes PRA as a multidimensional …