...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...

... of affordances Perceived affordances Imagined affordances Actualised affordances Customer expectations Customer experience Interactive self-service in-store technologies have significantly shaped customers’ expectations and experiences of supermarkets (Grewal et al., 2017 ; Yim et al...

... Publishing Limited 2023 Emerald Publishing Limited Licensed re-use rights only Augmented reality marketing Bibliometric analysis Thematic analysis Content analysis Theoretical evolution Privacy concerns Customer experience The evolution of the internet, technology and smartphones has...

... Customer experience Health services Video In optometry, communication is important for principally three reasons: optometrists have to elicit reports of the subjective experience of seeing to assess patients’ sight (vom Lehn et al., 2013 ; Webb et al., 2013); like...

... 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...

... 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 (FED) Food...

...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. Carolyn Wilson-Nash can be contacted at: carolyn.wilson@stir.ac.uk 01 07 2019 20 12 2019 24...

...@villanova.edu 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...