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Two decades of customer experience research in hospitality and tourism: A bibliometric analysis and thematic content analysis
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 …
empirical research on customer experience in hospitality and/or tourism settings based on …
[HTML][HTML] Leveraging in-store technology and AI: Increasing customer and employee efficiency and enhancing their experiences
Due to digital innovations, retailing is undergoing radical changes. Scholars have proposed
frameworks to address outcomes of implementing technology eg, an increased customer …
frameworks to address outcomes of implementing technology eg, an increased customer …
The role of sensory marketing and brand experience in building emotional attachment and brand loyalty in luxury retail stores
Prior studies on the in‐store experience focus on the impact of store atmosphere. Sensory
marketing and brand experience, on the other hand, have been found to be significant in …
marketing and brand experience, on the other hand, have been found to be significant in …
[HTML][HTML] The customer retail app experience: Implications for customer loyalty
Retailer mobile applications are one of the principal retail purchase and information search
channels. Customer experience is key to retail app success. However, its dimensions and …
channels. Customer experience is key to retail app success. However, its dimensions and …
Marketing research on Mobile apps: past, present and future
We present an integrative review of existing marketing research on mobile apps, clarifying
and expanding what is known around how apps shape customer experiences and value …
and expanding what is known around how apps shape customer experiences and value …
Understanding retail experiences and customer journey management
Customer journey management (CJM) and understanding the role of customer experiences
at each stage of the journey is of paramount importance to retailers and manufacturers to …
at each stage of the journey is of paramount importance to retailers and manufacturers to …
Strategizing retailing in the new technology era
The world of retailing is being reimagined and transformed at breakneck speeds due to new
technologies, as well as due to changes in consumer purchasing behavior resulting from the …
technologies, as well as due to changes in consumer purchasing behavior resulting from the …
Evolution of retail formats: Past, present, and future
In this paper, the authors review current literature on retail formats and propose a new
customer-centric framework for retailers to focus on as they continue to innovate and evolve …
customer-centric framework for retailers to focus on as they continue to innovate and evolve …
Traveling with companions: The social customer journey
When customers journey from a need to a purchase decision and beyond, they rarely do so
alone. This article introduces the social customer journey, which extends prior perspectives …
alone. This article introduces the social customer journey, which extends prior perspectives …
Unexpected surprise: Emotion analysis and aspect based sentiment analysis (ABSA) of user generated comments to study behavioral intentions of tourists
Scholarly work regarding tourist behavior requires more empirical support especially
concerning methods to extract emotions and sentiments from user-generated comments on …
concerning methods to extract emotions and sentiments from user-generated comments on …