Purpose Advances in digital technologies and the growing number of touch points have had
a significant impact on the shop** behaviour of omnichannel customers. Several research …

Purpose This study, grounded in the SOR theory, aims to enrich the understanding of
customer citizenship behaviour in omnichannel fashion retail by examining how different …

Ride-hailing services are a component of the transportation system in many develo**
countries due to limitations in public transportation services. However, incidents still often …

Customer citizenship behavior (CCB) refers to actions that provide value to companies, such
as offering feedback, being patient with disruptions, and assisting other customers. This is …

Purpose The online brand advocacy behaviors of omnichannel shoppers, who mainly rely
on integrated brick-and-mortar stores (recognized as a vital channel for delivering a …

This study explores the multifaceted impact of service robot personalization on customer
citizenship behavior, integrating cognitive and affective identification as serial mediators …

Building on expectation confirmation theory (ECT), this study examines the nexus between
service quality and consumer repurchase intention in the airline industry, with a particular …

Purpose The purpose of this paper is to test what experience value factors are required to
constitute customer value co-creation behavior. Design/methodology/approach The authors …

Purpose The study aims to analyze the relationship between tourists' satisfaction and their
sense of belonging in a specific cultural destination by also investigating the moderating role …

Purpose The purpose of this study is to measure the effect of initiating corporate social
responsibility (CSR) in a service-based company (Pasargad Bank in Tehran) on customers' …