The influence of brand experience and service quality on customer engagement
The study draws upon an existing conceptual model of customer engagement and examines
how customer and firm based factors are related to customer engagement with a focus on …
how customer and firm based factors are related to customer engagement with a focus on …
Emotional intelligence or artificial intelligence–an employee perspective
C Prentice, S Dominique Lopes… - Journal of Hospitality …, 2020 - Taylor & Francis
Emotional intelligence as personal intelligence and artificial intelligence as a machine
intelligence have been popular in the relevant literature over the last two decades. The …
intelligence have been popular in the relevant literature over the last two decades. The …
Engaging and retaining customers with AI and employee service
C Prentice, M Nguyen - Journal of Retailing and Consumer Services, 2020 - Elsevier
Artificial intelligence (AI) permeates in service organisations as a tool to enhance
operational efficiency and improve customer experience. Reports show that most consumers …
operational efficiency and improve customer experience. Reports show that most consumers …
[HTML][HTML] Artificial intelligence as a boundary-crossing object for employee engagement and performance
The study proposes AI-powered tools and applications as boundary-crossing objects to
examine how AI performance can affect employees' job engagement, service and job …
examine how AI performance can affect employees' job engagement, service and job …
Systematic literature review on emotional intelligence and conflict management
ABSTRACT A systematic literature review of 29 emotional intelligence (EI) studies was
performed, to examine where the studies were undertaken and what were the outcomes …
performed, to examine where the studies were undertaken and what were the outcomes …
The relationship between emotional intelligence, frontline employee adaptability, job satisfaction and job performance
Adaptable FLE's are an asset for the organization and customer alike as they are an
indispensable part of service experience. They are subjected to pressures which are not …
indispensable part of service experience. They are subjected to pressures which are not …
Personality, trait EI and co** with COVID 19 measures
The study views the preventive measures undertaken by government to combat COVID 19
as stressor for individuals, and examines how individuals' personal traits including …
as stressor for individuals, and examines how individuals' personal traits including …
Resource integration and dynamic capability of frontline employee during COVID-19 pandemic: from value creation and engineering management perspectives
S Chatterjee, R Chaudhuri, VI González… - … Forecasting and Social …, 2022 - Elsevier
The cornerstone of any successful organizations is the frontline employees. Frontline
employees (FLEs) are always in action at the frontline of the business. They do not operate …
employees (FLEs) are always in action at the frontline of the business. They do not operate …
Service quality perceptions and customer loyalty in casinos
C Prentice - International Journal of Contemporary Hospitality …, 2013 - emerald.com
Purpose–Building and maintaining service quality is one means of retaining customers and
thus establishing competitive advantage in the casino industry. The current study aims to …
thus establishing competitive advantage in the casino industry. The current study aims to …
Personality, social comparison, consumption emotions, satisfaction, and behavioral intentions: How do these and other factors relate in a hotel setting?
Purpose This study attempts to answer the following questions: can the Big Five factors
(BFF) of personality facilitate a social comparison (SC) of hotel guests? Can the BFF explain …
(BFF) of personality facilitate a social comparison (SC) of hotel guests? Can the BFF explain …