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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
Service Customization through “High-Touch” and “High-Tech”
Maketingu Janaru, 2020 In the service field, there is an increasing trend for service firms to replace service activities previously performed by humans with technologies. Balancing human flexibility with the reliability of technology is an important issue in service design ...
Joji Ono, Maiko Sakai, Haruhiko Kanda
doaj +1 more source
International Journal of Contemporary Hospitality Management, 2021 Purpose Draws from the equity theory and customer equity literature, this study aims to argue that the implementation of contactless service as an innovative service design in the hospitality industry can generate customers’ emotional attachment and ...
Fei Hao, K. Chon
semanticscholar +1 more source
Journal, 2022 The new normal lifestyle during the COVID-19 pandemic encourages every individual to change their behavior towards digital transformation. A banking chatbot is one of the financial technologies promoted by the banking industry to meet the needs of its ...
Jeffrey Arief Mulyono +1 more
semanticscholar +1 more source
Analysis of luxury resort hotels by using the Fuzzy Analytic Hierarchy Process and the Fuzzy Delphi Method [PDF]
, 2016 Experience Economy is an accelerator switching the experience process of consumption into eternal memory, perfecting value and promoting positive after-buying intention.
Gil Lafuente, Anna Maria +2 more
core +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
International Academic Symposium of Social Science 2022, 2022 : The digitalization in the banking sector is improving rapidly as shown in the 46.72% increase in the number of digital banking system users in Indonesia, with significant increase in the number of mobile banking users. This enthusiasm should be followed
Nina Setiyawati, Dwi Hosanna Bangkalang
semanticscholar +1 more source
Evaluation of the TV Customer Experience Using Eye Tracking Technology [PDF]
Electronic Workshops in Computing, 2018 As the TV experience evolves to provide customers with a richer, more interactive experience across multiple devices, it is increasingly important to make the best use of subjective and objective techniques to inform the development of TV user interfaces.
Shuai Zhang +7 more
openaire +1 more source
Integration of experience feedback into the product lifecycle: an approach to best respond to the bidding process [PDF]
, 2012 Bidding process allows a client to choose a bidder to realize an embodiment of work, supply or service. From the bidder point of view, there are several obvious risks when responding because he bets on a future development that hasn’t been yet realized ...
Botero Lopez, Juan Diego +3 more
core +1 more source
Presenting and perceiving humour in Estonian tourism settings
The European Journal of Humour Research, 2021 Humour plays a significant role in everyday interactions. Individuals perceive humour differently and experience various emotions, from exaltation to umbrage. Therefore, providing humorous communication in customer service is challenging. The aim of this
Marit Piirman, Katrin Saks
doaj +1 more source