...Dhrithi Mahadevan; Yupal Shukla; Anil Bilgihan Purpose In today’s burgeoning platform-based business landscape, firms frequently outsource major components of their services to third-party providers. This shift makes it crucial to understand how a firm’s actions impact customer experiences...

... in Naeem et al. (2023) and extending these to include new empirical material, the present triadic process shows in detail how perceptions, imaginings and enactments of affordances overlap when micro-marketing customer experiences are created. The results section is thus divided into two distinct...

... and to offer a holistic perspective of the ARM sector, thereby significantly advancing the field of technology-led marketing. Augmented reality marketing Bibliometric analysis Thematic analysis Content analysis Theoretical evolution Privacy concerns Customer experience Pragya Jayaswal...

... with patients. Such active reflection on work practice can help optometrists to become more mindful when communicating with patients and acquiring a sensitivity to how different patients orient to the eye examination (Table 1). Customer services quality Communication Customer experience Health...

... lead to a conceptualization of the UHNW private aviation customer experience. Design/methodology/approach This study applied a three-step method to explore the meaning and domain of the UHNWI luxury service experience. First, the perception and corresponding attributes of customers’ experiences...

...: Wided Batat can be contacted at: wided.batat@yahoo.fr 13 12 2020 11 03 2021 16 03 2021 © Emerald Publishing Limited 2021 Emerald Publishing Limited Licensed re-use rights only Design thinking Customer experience Experiential pleasure of food Food experience design...

...Richard R. Klink; Jason Q. Zhang; Gerard A. Athaide Purpose With the considerable attention given to customer experience (CX) today, customer experience management (CXM) has been touted as one of the most promising management approaches for organizations. The purpose of this paper is threefold...

... focussed on artificial intelligence in customer service. Moreover, it provides valuable qualitative insights into how socialbots influence the customer experience and related outcome measures. 01 07 2019 20 12 2019 24 04 2020 24 04 2020 © Emerald Publishing Limited 2020 Emerald...

... only Customer services quality Customer experience Service issues While the idea that there was ever a “production era,” “product,” “sales” or a “marketing era” throughout corporate history has been convincingly questioned (Fullerton, 1988), there is little doubt that the post-Second World...

...Ravi Shekhar Kumar; Satyabhusan Dash; Naresh K. Malhotra Purpose This study aims to propose and empirically test new improved customer-based brand equity (CBBE) creation framework, which advocates marketing activities create CBBE through customer experience (CE). The proposed framework...