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Keywords: Customer journey
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Journal Articles
International Journal of Contemporary Hospitality Management (2026) 38 (8): 2422–2447.
Published: 06 July 2026
...Heng Chu; Chunli Ji; Yan Tang; Catherine Prentice; Xiaojun Liu Purpose This study aims to develop and validate a scale to measure the effectiveness of customer-centric artificial intelligence ( AI ) touchpoints throughout the customer journey in hospitality and tourism. Design/methodology...
Journal Articles
International Journal of Contemporary Hospitality Management (2025) 37 (3): 740–762.
Published: 25 November 2024
... and psychological empowerment, while also considering variations between different stages of the customer journey (before and after purchase). Design/methodology/approach Data collection was conducted through an online survey distributed among 301 customers who had experience using AI-based service chatbot...
Includes: Supplementary data
Journal Articles
International Journal of Contemporary Hospitality Management (2025) 37 (4): 1175–1198.
Published: 16 July 2024
... 30 05 2024 © Emerald Publishing Limited 2024 Emerald Publishing Limited Licensed re-use rights only Virtual reality Preview mode Pre-consumption Mental imagery Being hooked Customer journey H1. Preview mode has a significant impact on customers’ behavioral...
