Results 11 to 20 of about 7,437,808 (294)
Digit., 2023 Digital transformation (DT) has attracted the attention of management and organizational scholars in the past decade. In addition, firms are increasingly interested in using DT to obtain a competitive advantage.
Rawan Masoud, Sarah B. Basahel
semanticscholar +1 more source
Chatbots in frontline services and customer experience: An anthropomorphism perspective
Psychology & Marketing, 2023 This study measures the effects of chatbot anthropomorphic language on customers' perception of chatbot competence and authenticity on customer engagement while taking into consideration the moderating roles of humanlike appearance and brand credibility.
Mai-Han Nguyen +4 more
semanticscholar +1 more source
Customer experience measurement: implications for customer loyalty
, 2022 In the last ten years business has been disrupted by new technologies that allow the collection and analysis of more and better data for decision-making. These new datasets offer the potential to go beyond traditional customer experience (CX) measurements (e.g., customer satisfaction surveys), but little is known concerning the implications of new CX ...
Villarroel Ordenes, Francisco +2 more
openaire +3 more sources
International Research Journal of Modernization in Engineering Technology and Science, 2023 With the emergence of internet platforms like Zomato, and Swiggy the restaurant business has seen a considerable upheaval over the last few years. Customers now obtain details about other eateries, including their menus and client ratings, thanks to ...
Dimple Ravindra Patil +2 more
semanticscholar +1 more source
Sustainability, 2023 This study reviews the relationship between customer perception factors and AI-enabled customer experience in the Ecuadorian banking industry. The study employs a self-designed online questionnaire with five factors for customer perception (convenience ...
A. Tulcanaza-Prieto +2 more
semanticscholar +1 more source
Implications of customer participation in outsourcing noncore services to third parties [PDF]
, 2020 Purpose Focal service providers increasingly involve customers in the decision-making about outsourcing parts of the service delivery process to third parties.
De Pourcq, Kaat +4 more
core +3 more sources
Customer Experience: Conceptualization, Measurement, and Application in Omnichannel Environments
Journal of services research, 2022 Managing customer experiences has become a key strategic priority for service research and management. Yet researchers and managers lack a customer experience (CX) measure that applies to the different experience partners, touchpoints, and journey stages
Markus Gahler +2 more
semanticscholar +1 more source
Cogent Business & Management, 2022 Customer experience, satisfaction and word-of-mouth intention contribute a crucial part in enhancing customer loyalty in the banking sector. This study examines the moderators of the effect of customer experience, satisfaction and word-of-mouth ...
W. Manyanga +2 more
semanticscholar +1 more source
Customer experience: fundamental premises and implications for research
Journal of the Academy of Marketing Science, 2020 Customer experience is a key marketing concept, yet the growing number of studies focused on this topic has led to considerable fragmentation and theoretical confusion.
Larissa Becker, E. Jaakkola
semanticscholar +1 more source
, 2021 The impact of increasing advancement in digital technologies is driving massive changes in contemporary business enterprises affecting every dimension of society, especially the way individuals buy, research, and interact with one another and with leading brands. This chapter explores case studies of specific leading brands to illustrate this principle
+5 more sources