... perceived benefits of AI, customer trust, customer satisfaction and electronic word of mouth (eWOM). Design/methodology/approach A mixed-methods approach was used in the Vietnamese e-commerce context. A quantitative survey of 291 respondents was conducted to examine the proposed relationships, while...

... be customer care failure – also referred to as “expectations disconfirmation” in marketing parlance on customer satisfaction (Oliver, 1980). Alemán Carreón et al. (2021) identify foreign tourists’ dissatisfaction regarding factors such as, for example, hotel room space, cost and smell (e.g...

.... Design/methodology/approach A multi-perspective approach was used to compare the differences in service providers and service user’s interpretation of the factors that shape customer satisfaction. In addition to content analysis of nearly 2,500 online reviews of international tourists for 21 high-class...

...Ashish Gupta; Shivendra Pandey Purpose The study aims to examine the moderating role of variety-seeking behaviour between customer engagement and its antecedents (customer satisfaction and customer value). Further, this study also tests the existence of the value-satisfaction-engagement behaviour...