Customer experience is a key marketing concept, yet the growing number of studies focused
on this topic has led to considerable fragmentation and theoretical confusion. To move the …

The last three decades have witnessed a resurgence of research on the topic of customer
value. In search of a comprehensive integration and analysis of this research—including …

AI chatbots have been widely applied in the frontline to serve customers. Yet, the existing
dimensions and scales of service quality can hardly fit the new AI environment. To address …

Research addressing the micro-foundational theoretical entity of customer engagement (CE)
has proliferated in recent years. In parallel, the macro-foundational theory of service …

Over the last three decades, customer experience (CE) has developed from a burgeoning
concept to a widely recognized phenomenon in terms of both research and practice. To …

Purpose This paper aims to synthesize the widespread economic impact of the outbreak of
COVID-19 and presents a new concept, service mega-disruptions (SMDs), which refers to …

Purpose Given the recent growth of service robot research in hospitality and tourism
management (HTM), the purpose of this study is to identify a research agenda by conducting …

This paper develops a technology-centric perspective on consumer engagement in the
digital ecosystem. Focusing on engagement with brands on social media-based brand …

Service-dominant (SD) logic, a service-centered orientation that reframes the purpose and
process of economic exchange, has developed over the last 15 years into a metatheoretical …

Purpose Despite Schau et al.'s (2009) pioneering research addressing consumers'
community engagement practices, scholarly understanding of the nature and dynamics …