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Customer experience management in hospitality: A literature synthesis, new understanding and research agenda
Purpose In the contemporary hospitality industry, superior customer experiences are
essential in gaining customer loyalty and achieving a competitive advantage. However …
essential in gaining customer loyalty and achieving a competitive advantage. However …
Customer engagement: Conceptual domain, fundamental propositions, and implications for research
In today's highly dynamic and interactive business environment, the role of “customer
engagement”(CE) in cocreating customer experience and value is receiving increasing …
engagement”(CE) in cocreating customer experience and value is receiving increasing …
SD logic–informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM
Research addressing the micro-foundational theoretical entity of customer engagement (CE)
has proliferated in recent years. In parallel, the macro-foundational theory of service …
has proliferated in recent years. In parallel, the macro-foundational theory of service …
Customer effort in value cocreation activities: Improving quality of life and behavioral intentions of health care customers
Transformative service research is particularly relevant in health care where the firm and
customer can contribute to individual as well as societal well-being. This article explores …
customer can contribute to individual as well as societal well-being. This article explores …
Exploring positively-versus negatively-valenced brand engagement: a conceptual model
Purpose After gaining traction in business practice the “brand engagement”(BE) concept has
transpired in the academic marketing/branding literature. BE has been defined as the level …
transpired in the academic marketing/branding literature. BE has been defined as the level …
China's “smart tourism destination” initiative: A taste of the service-dominant logic
China's “smart tourism destination” initiative: A taste of the service-dominant logic - ScienceDirect
Skip to main contentSkip to article Elsevier logo Journals & Books Search RegisterSign in …
Skip to main contentSkip to article Elsevier logo Journals & Books Search RegisterSign in …
Interactive brand experience pathways to customer-brand engagement and value co-creation
B Merrilees - Journal of Product & Brand Management, 2016 - emerald.com
Purpose The paper aims to address a question posed by Ruth Bolton (2011):“What kinds of
interactive experiences lead to favourable customer engagement rates” …
interactive experiences lead to favourable customer engagement rates” …
The rise of smart consumers: role of smart servicescape and smart consumer experience co-creation
Rapid technological advancements have led to the emergence of smart services and smart
consumers. This study focuses on smart consumers who voluntarily engage in value …
consumers. This study focuses on smart consumers who voluntarily engage in value …
User experience sharing: Understanding customer initiation of value co-creation in online communities
Purpose This paper aims to propose user experience sharing (UES) as a customer-based
initiation of value co-creation pertaining to service provision, which represents customers' …
initiation of value co-creation pertaining to service provision, which represents customers' …
Ten years of value cocreation: An integrative review
Since Prahalad and Ramaswamy published their seminal text, vast literature on value
cocreation has emerged. Yet value cocreation still suffers from the lack of a clear consensus …
cocreation has emerged. Yet value cocreation still suffers from the lack of a clear consensus …