...Gautam Jha; Jesse Wright; Aishwarya Singhal; Yaofu Zhang; Jamie Burton; Janet R. McColl-Kennedy Purpose Artificial intelligence (AI) agents have the potential to fundamentally change customer experience (CX) by addressing vulnerability. Advancements in AI offer service accessibility...

... to the services and customer experience (CX) literature, addressing complex challenges in CX management. Unlike traditional software tools that rely on static dashboards or front-end interfaces that merely display descriptive statistics or historical data, a CX digital twin integrates real-time data streams...

... designers and service managers design and infuse VAs in service frontlines within smart service systems, in ways that promise to enhance customer experiences and make services more inclusive. Originality/value By addressing the interplay between VAs’ frequency- and time-related paralinguistic features...

... and examines how service firms can use smart technologies, such as intelligent automation (IA), artificial intelligence (AI), and service robots, to improve their customer experience (CX). Design/methodology/approach This conceptual article draws insights from the literature on healthy aging in consumer...

...’ experiences with P2P platform services through focus groups and in-depth interviews. The data were interpreted by applying customer experience as a conceptual lens, following the principles of enabled theorizing and systematic combining. Findings The study conceptualizes “uncertainty” in P2P platforms...

...Anders Gustafsson; Delphine Caruelle; David E. Bowen Purpose The purpose of this paper is to provide an overview of what (service) experience is and examine it using three distinct perspectives: customer experience (CX), employee experience (EX) and human experience (HX). Design/methodology...

...Bernd F. Reitsamer; Nicola E. Stokburger-Sauer; Janina S. Kuhnle Purpose Effective customer journey design (ECJD) is considered a key variable in customer experience management and an essential source of brand meaning and pro-brand behavior. Although previous research has confirmed its importance...

... (Hammedi et al., 2015). In the business environment, AI is increasingly used to facilitate data-driven decision-making, automate complex processes and deliver personalized customer experiences (Davenport and Ronanki, 2018 ; Huang and Rust, 2018). With its capabilities for machine learning...

...Frédéric Ponsignon; Laura Phillips; Philip Smart; Nicholas Low Purpose This research explores how to design service delivery systems to facilitate a customer experience that enables the realisation of prevention-oriented goals. Design/methodology/approach Case-based research is undertaken...

... on the role technology plays in terms of customer experiences across various fields of research, including consumer, marketing and service literature. Adopting an experiential and phygital perspective as well as considering a consumer standpoint, this article defines the scope of the ERT framework...

... for enhanced customer experiences. The paper uses a conceptual research approach to integrate research on AR in the context of retail, combining customer, retailer, and technical perspectives with the design thinking method to demonstrate how the challenge of AR service design can be addressed through...

...Ilaria Dalla Pozza The methodological approach is based on literature review and theory development. Various streams of literature are integrated on the basis of their interactionist nature (service logic, psychological distance theory, and omnichannel customer experience literature...

...-ranging exploration of customer experience challenges in digital, physical and social realms, people are already “encountering automated social presence when they are served by a robot in a restaurant or hospital, consult intelligent virtual assistants, interact with others in a simulated or virtual...

... and implementation of such agents in service contexts remains a hit-and-miss, and firms often struggle to balance their CAs implementation complexities and costs with relation to their service objectives, technology design and customer experiences. The purpose of this paper is to provide guidance on optimizing CA...

...Frédéric Ponsignon Purpose This article aims to provide an understanding of how utilitarian services can make the customer experience more hedonic. Design/methodology/approach The author performs an in-depth case study of a leading wealth management firm that is reinventing its business model...

... delivery and consumption that are key for understanding customer experiences in service-intensive contexts. The purpose of this study is to conceptualize service journey quality (SJQ), develop measures for the construct and study its key outcomes. Design/methodology/approach The study uses a discovery...

...Susan Stead; Gaby Odekerken-Schröder; Dominik Mahr Purpose This article investigates the role of schemas in shaping customer experiences in new servicescapes, across the customer journey. The authors take a customer perspective that reveals how schematic information processing takes place at four...

...Luisa Gonçalves; Lia Patrício; Jorge Grenha Teixeira; Nancy V. Wünderlich Purpose This article provides an in-depth understanding of customer experience with smart services, examines customer perceptual responses to smart and connected service environments and enriches this understanding...

...Larissa Becker; Elina Jaakkola; Aino Halinen Purpose Customer experience research predominantly anchors the customer journey on a specific offering, implying an inherently firm-centric perspective. Attending calls for a more customer-centric approach, this study aims to develop a goal-oriented...

...Philipp ‘Phil' Klaus; Aikaterini Manthiou Purpose This paper’s objective is to raise awareness of how customer experience (CX) research, a key construct of modern-day service research, needs to be revisited in view of the pandemic. Particularly, we examine whether CX-related service research...