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Making the customer experience journey more hedonic in a traditionally utilitarian service context: a case study
Purpose This article aims to provide an understanding of how utilitarian services can make
the customer experience more hedonic. Design/methodology/approach The author performs …
the customer experience more hedonic. Design/methodology/approach The author performs …
Understanding the sense‐making process of visitor experience in the integrated resort setting: Investigating the role of experience‐centric attributes
Almost all existing customer experience research has been based on the stimulus‐organism‐
response (S‐O‐R) paradigm or the interaction‐based perspective, and very few on the …
response (S‐O‐R) paradigm or the interaction‐based perspective, and very few on the …
[HTML][HTML] Sharing economy service experience and its effects on behavioral intention
The sharing economy allows consumers to share spare resources through online platforms
and to reduce the transaction costs by using platform services. Shared enterprises use idle …
and to reduce the transaction costs by using platform services. Shared enterprises use idle …
Service quality factors in the construction sector: A literature review
This paper consists of an exploratory literature review whose main research objectives were
the identification of the service quality factors that are considered more important in the …
the identification of the service quality factors that are considered more important in the …
Designing the service delivery system for prevention-oriented goals: insights from two case studies
Purpose This research explores how to design service delivery systems to facilitate a
customer experience that enables the realisation of prevention-oriented goals …
customer experience that enables the realisation of prevention-oriented goals …
Service modularity in e-learning programs: an analysis from the perceived usefulness perspective
Purpose This study investigates the effects of service modularity on the perceived
usefulness (PU) of e-learning programs through the perceived ease of use (PEoU) and …
usefulness (PU) of e-learning programs through the perceived ease of use (PEoU) and …
The effects of services marketing mix elements on brand equity and customer response to tourists hotels in the east coast of Sri Lanka.
MIM Hilal - 2019 - 192.248.66.13
The purpose of the study was to examine the effect of the elements of extended service
marketing mix of the east coast hotels in Sri Lanka on the creation of the brand equity and …
marketing mix of the east coast hotels in Sri Lanka on the creation of the brand equity and …
The effects of competence-based, expressive and collaborative service performance on the B2B service relationship
Abstract Service performance is considered an essential determinant of successful business
relationships. It affects the customer's repurchase intentions and, therefore, the continuity of …
relationships. It affects the customer's repurchase intentions and, therefore, the continuity of …
Do peer-to-peer interaction and peace of mind matter to the generation Z customer experience? A moderation-mediation analysis of retail experiences
Due to the current fragmentation of experiences, companies have diminished control over
the experience they provide at particular touchpoints. However, customers, on the other …
the experience they provide at particular touchpoints. However, customers, on the other …
An exploratory factor analysis of Thainess experience-centric service construction for boutique hotel guests.
The COVID-19 outbreak has inevitably impacted the global hotel industry, which will result in
a shift from traditional services to personalized and specialized services to reduce the …
a shift from traditional services to personalized and specialized services to reduce the …