Results 21 to 30 of about 7,437,808 (294)
Perceived Omnichannel Customer Experience (OCX): Concept, measurement, and impact
Journal of Retailing, 2022 Efforts to measure customer experiences (CX) in multifaceted, omnichannel, retail contexts are crucial but lacking research guidance. Prior service quality literature has established methods for measuring CX in traditional, single-channel contexts but ...
Syed Mahmudur Rahman +4 more
semanticscholar +1 more source
The Impact of Hotel Customer Experience on Customer Satisfaction through Online Reviews
Sustainability, 2022 With the growing popularity of the internet, customers can easily share their experiences and information in online reviews. Consumers recognize online reviews as a useful source of information prior to consumption, and many online reviews influence ...
Yaejee Kim, Hak-Seon Kim
semanticscholar +1 more source
Customer Experience in Fintech
Journal of Theoretical and Applied Electronic Commerce Research, 2021 The purpose of this paper is to analyse customer experience (CX) in the fintech sector. Fintech is a dynamic and innovative field that fully benefits from advances in information and communication technology.
C. Barbu +3 more
semanticscholar +1 more source
International Journal of Information Management, 2021 Voice shopping is becoming increasingly popular among consumers due to the ubiquitous presence of artificial intelligence (AI)-based voice assistants in our daily lives.
R. Bawack, S. Wamba, Kévin D. Carillo
semanticscholar +1 more source
Environmental Sustainability and the Hospitality Customer Experience: A Study in Tourist Accommodation [PDF]
, 2019 Academic research on sustainability in the hospitality industry is scarce and fragmented, and requires a general structure to lend coherence to its approach.
ESTRADA, MARTA +3 more
core +2 more sources
Organising haute-cuisine service processes : a case study [PDF]
, 2007 One of the essential aims of service process organisation is to increase the added value for the customer, thereby increasing customer satisfaction and stimulating consumption.
Sandt, Joachim, Stierand, Marc
core +1 more source
Service validity and service reliability of search, experience and credence services: A scenario study [PDF]
, 2006 The purpose of this research is to add to our understanding of the antecedents of customer satisfaction by examining the effects of service reliability (Is the service “correctly” produced?) and service validity (Is the “correct” service produced?) of ...
Galetzka, Mirjam +2 more
core +2 more sources
Integrating Artificial Intelligence and Customer Experience
Australasian Marketing JournalArtificial intelligence (AI) has been widely adopted in the service sector to enhance the customer experience and gain a competitive advantage. However, there are a limited number of papers that focus on the relationship between AI and customer ...
Ying Chen, Catherine Prentice
semanticscholar +1 more source
Exploring the UK high street retail experience: is the service encounter still valued? [PDF]
, 2014 Purpose: The relationship between service quality, the service encounter and the retail experience is explored within a changing UK retail environment. Design: Data was gathered from forty customers and twenty staff of an established UK health and ...
Foster, C, Resnick, S, Woodall, T
core +1 more source
Omnichannel Customer Experience and Management: An Integrative Review and Research Agenda
Sustainability, 2021 In a highly competitive landscape, adopting an omnichannel approach might lead to a market advantage in terms of acquiring and retaining customers, as well as a means to ensure business sustainability.
Carmen Gerea +2 more
semanticscholar +1 more source