Content analysis is a viable way to thematise consumer experiences. The purpose of this
review study is to examine the use of content analysis in consumer research (1977–2017) …

This paper outlines the development of research in the domain of service (s) marketing from
its birth as an area of academic study in the 1960s/1970s to the current time. It identifies four …

Purpose Several research models have been proposed in the existing literature to
understand the intention to use Islamic banking where conventional bank customers are not …

Service failures represent temporary or permanent interruptions of the customer's regular
service experience. Although the literature identifies an extensive set of organizational …

Consumers are increasingly embracing robots and AI. This has led them to suffer
psychological tensions in their AI experiences (eg, data capture, classification, delegation …

An analysis of three types of responses to negative hotel reviews finds that the response
generally should follow the same principles as answering a customer complaint in person …

Complexity surrounding the holistic nature of customer experience has made measuring
customer perceptions of interactive service experiences challenging. At the same time …

Purpose–The purpose of this paper is to establish a conceptual as well as an empirical link
between retail banks' activities to protect their customers from third‐party fraud, the quality of …

Purpose Social media encourage interactions between customers and brands. Concerning
the cues utilized during social media interactions, verbal cues (ie the language used) gain …

Purpose Many service industries are facing severe labor shortages. As a result, service
providers are turning to new sources of labor, such as service robots. Critics however often …