The increasing adoption of AI chatbots in online shop** assistance, as a complement or
substitute for human frontline employees (HFLEs), leads to the question whether HFLEs …

Purpose The purpose of this paper is to outline the evolution of research on airport service
quality and measurement index of passenger satisfaction to explore opportunities for future …

Consumer satisfaction in e-commerce directly depends on logistical services. There is a
constant dilemma in which logistical service dimensions affect consumers' product …

Online reviews have been used effectively to understand customers' satisfaction and
preferences. COVID-19 crisis has significantly impacted customers' satisfaction in several …

Air transport service quality has been a popular research topic in the last decade. A
systematic literature review on this topic was conducted on the articles published in quality …

Airports have evolved into key business centers in the last four decades, serving a variety of
business models in addition to providing transportation infrastructure. Additionally, service …

In the service industry, word of mouth (WOM) has become an important indicator for
influencing customer behaviour and develo** marketing strategies. The current study …

Airport service quality (ASQ) is a competitive advantage for airport management in today's
airport market. Since the COVID-19 health crisis has unprecedentedly influenced airport …

Based on the analysis of 2278 online passenger ratings of airports worldwide, this study
uses a standard multinomial logit model to determine the likelihood of a passenger being a …

Purpose Since banks do not sell tangible products, they rely heavily on customer
interactions and retention, which requires service quality, customer satisfaction and …