... Attitude Desire Hedonic Utilitarian Social influence Customer experience Technology and service According to Frow et al. (2014) , immersive technologies and social networks have changed how firms design supplementary services that surround a core product and shape customer value...

... of the CC BY 4.0 licence. Brand loyalty Customer experience Luxury services Well-being Circular economy Customer-to-customer Today, fashion has been largely democratised with a plethora of ways we engage with brands in both physical and increasingly digital ways (Bruce et al...

... Well-being Customer experience Wellbecoming This integrative, relational perspective on vulnerability and agency moves beyond a narrow focus on “at-risk” consumers or exceptional cases, recognizing that vulnerability is a general and situational aspect of human life that can affect anyone...

... reviews and ratings posted by them. Importantly, it maps the role of “cognitive” and “affective” customer experience dimensions, in these relationships. Design/methodology/approach The context chosen for the study was mobile payments, where service failures can be critical. The study involved scraping...

... provides the theoretical lens for interpreting customer evaluations. © 2026 Emerald Publishing Limited 2026 Emerald Publishing Limited Licensed re-use rights only Perceptions Customer experience e-WOM Retail Servicescape Conseil Régional des Pays de la Loire PULSAR PHYGI.TAL...

...Nataly Guiñez-Cabrera; Tomás Zapata-Soto; Alexis Fernández-Arenas; Alejandro Figueroa-Pinela Purpose This study aims to examine how organizational legitimacy operates as a mechanism shaping customer experience during digital platform integration, focusing on the transition from Cornershop to Uber...

... Mirzaei abas.mirzaei@mq.edu.au 22 05 2025 28 10 2025 18 12 2025 22 12 2025 © 2026 Emerald Publishing Limited 2026 Emerald Publishing Limited Licensed re-use rights only Consumer vulnerability Vulnerable consumers Service interaction Customer experience...

... consistent and seamless customer experiences. Originality/value This study makes a conceptual contribution by integrating previously fragmented research streams into a unified framework of customer engagement. It introduces a novel dual-mechanism model of value creation and provides strategic guidance...

... approach to design. Today, Lin (2004) supports this perspective by demonstrating that environmental stimuli influence cognitive evaluations and elicit emotional responses that shape customers’ experiences. 20 04 2025 17 07 2025 20 07 2025 22 07 2025 Despite the substantial...

... Co-creation Customer experience Well-being Robotics Competencies This study was supported by Commonwealth Home Support Programme Innovation Fund GO1759 The world’s ageing population has resulted in one of the most significant social transformations of this century...

...Omkar Dastane; Shalini Aggarwal; Suchita Jha; Eugene Cheng-Xi Aw Purpose Given the significant changes that immersive technologies have brought about in services marketing, new research output emphasizes the necessity of thoroughly examining the customer experience in extended reality (XR) service...

.... The full terms of this licence maybe seen at Link to the terms of the CC BY 4.0 licence. Value cocreation Health services Well-being Customer experience Patient-centered care Australian Research Council LP150100629 As anyone who works in health-care will attest, patient...

...Jung-Joo Lee; Kate Sangwon Lee Purpose This study aims to apply the theoretical lens of embodied interaction to examine roles of peripheral service evidence (PSE) in customer experiences. While previous research explained the role of PSE as tangible proof from the firm’s perspective, this study...

... theory (Kuppelwieser and Klaus, 2020). A crucial step in the quest for inclusive services and servicescapes can be traced to the efforts of several service providers who have prioritized the creation of outstanding customer experiences for all (Vilnai-Yavetz et al., 2024...

... recent calls to investigate “how the interplay of diverse stimuli across different types of touchpoints affects customer experience and its evaluative outcomes” (Becker and Jaakkola, 2020 , p. 642). Specifically, it surfaces the effect of brand authenticity (which is formed through diverse...

... with theories germane to the services literature. Design/methodology/approach The current research uses a conceptual approach focused on key service theories and their relevance in the metaverse. Findings The metaverse presents a new paradigm of the customer experience, thus providing an opportunity...

... psychological and behavioral responses from the non-native customers’ perspective in a services exchange setting. Service encounter Well-being customer experience behavioral bias The most important thing in communication is hearing what isn’t said – Peter F. Drucker There is a growing...

... a special issue of the Journal of Services Marketing, dedicated to papers discussing the effect of the physical context on customer experience. This study aims to identify diverse areas of extant knowledge, upon which researchers might draw when investigating the effect of the physical context...

... Negative customer-to-customer interactions (NCCI) occurring in physical service encounters can have a detrimental effect on a focal customer’s experience. This paper aims to explore how the interplay between the physical servicescape and the presence and behavior of other customers can lead to NCCI...

... was demonstrated. This paper contributes to the servicescape, customer experience and museum literature in several ways. Firstly, this study proposes a measurement method for servicescape experiences. Secondly, this study introduces servicescape experiences as new types of customer experience. Thirdly...