In marketing, personalization is the action of designing and producing in ways that resonate
with customer preferences. Content and products that are personalized according to …

Purpose–The main objective of this paper is to critically appraise various service quality
models and identify issues for future research based on the critical analysis of literature …

Generational theory posits that generational cohorts develop similar attitudes and beliefs.
Gen Y, Millennials, will become the largest customer segment for hotels worldwide. This …

This paper analyzes the role of online satisfaction and e-trust as mediators in the
relationship between electronic service quality (e-SQ) and online loyalty (integrating …

The nature of marketing science is changing in a systematic, predictable, and irrevocable
way. As information technology enables ubiquitous customer communication and big …

Advancements in technology are radically transforming service, and increasingly providing
the underlying basis for service strategy. In this paper, we develop a typology and …

With remarkable growth of ICT development and the Internet popularity, the widespread use
of the electronic service is becoming inevitable. Furthermore, as the user adoption plays an …

Smart Product-Service Systems (Smart PSSs) integrate smart products and e-services into
single solutions. Smart products make use of information and communication technology …

Purpose–Although practitioners and scholars alike embrace service customization as a
possibly powerful management instrument, its impact on customer relationships as well as …

Service quality is increasingly recognised as an important aspect of electronic commerce (e‐
commerce). Because the online comparison of the technical features of products is …