Purpose The objective of this study is to provide a systematic review of the literature on
artificial intelligence (AI) in customer-facing financial services, providing an overview of …

Purpose The purpose of this paper is to review customer experience formation (CXF) by first
locating and analyzing how researchers approach CXF in the service literature and the …

This study aims to explore specific customer-to-customer (C2C) co-creation practices and
related value outcomes in tourism. The importance of C2C co-creation is first discussed in …

Purpose Understanding customers is critical for service researchers and practitioners.
Today, customers are increasingly active online, and valuable information about their …

Purpose–The purpose of this paper is to analyze the theoretical and practical implications of
adopting customer-dominant logic (CDL) of service, focusing on how firms can become …

Purpose This paper attempts to investigate the potential effect of mobile banking (m-
banking) service quality dimensions (ease of use, usefulness, security/privacy and …

Names: Kozinets, Robert V., 1964–editor.| Gambetti, Rossella, editor. Title: Netnography
unlimited: understanding technoculture using qualitative social media research/edited by …

The development of information and communication technologies offers innovative
opportunities to establish business strategies focused on customer value co-creation. This …

Purpose The purpose of this paper is to increase understanding about how to improve
customer value and to make mobile banking services a profitable business for banks and …

Purpose The current service landscape is increasingly dynamic, and consumers'
engagement in market-related behavior is constantly changing. Developments in technology …