The recent rise of consumer happiness research in marketing literature is noticeable. This
article presents a systematic review of consumer happiness research from 1991 to 2020 …

WeChat has burgeoned into a predominant mobile communication platform that facilitates
instantaneous text and voice-mediated dialogues. Currently, it stands out as a quintessential …

The basic objective of this study is to analyse the direct and indirect impacts of
standardization and customization on customer satisfaction and loyalty through service …

This research investigates and validates the cross‐national applicability of a service quality
model in five Asian countries: China, Hong Kong, Japan, South Korea, and Singapore. The …

The increasing application of artificial intelligence to online retailing and the rapid
deployment of online robots have made online robot service failures common. This study …

Purpose Effective customer journey design (ECJD) is considered a key variable in customer
experience management and an essential source of brand meaning and pro-brand …

Purpose The purpose of this paper is to identify the sources and categories of well-being
from the transformative service research (TSR) domain. The paper also aims to offer a …

Purpose The purpose of this paper is to identify the dimensions of experiential quality and
examining the interrelationships among experiential quality, experiential satisfaction …

Purpose Service robots have increasingly been utilized in retail settings, yet empirical
research on how frontline employees (FLEs) might deal with this new reality remains scarce …

The influence of return channel type on the relationship between return service quality and
customer loyalty in omnichannel retailing | Emerald Insight Books and journals Case studies …