... critically review current CX practices and investigate the impact on how customers perceive services in this time of crisis. Findings Based on this critical analysis, we discuss implications for research and practice with reference to the example of the luxury industry with its historical emphasis...

... to deal with the extreme situation and use diverse resources and response strategies to tackle social issues and improve the collective and individual well-being. The authors identified three major response strategies implemented by luxury restaurants: philanthropic activities targeting the well-being...

...Jochen Wirtz; Jonas Holmqvist; Martin P. Fritze Purpose The market for luxury is growing rapidly. While there is a significant body of literature on luxury goods, academic research has largely ignored luxury services. The purpose of this article is to open luxury services as a new field...