...Angelo Bonfanti; Giovanna Bagnato; Felipe Ruiz-Moreno; Chiara Giachino Purpose This study aims to organize existing knowledge on customer experience (CX) in the restaurant industry into a comprehensive framework that explains its creation and impact, identifying antecedents and consequences...

...Mariem Sboui; Ons Baati; Nadia Sfar Purpose Chatbots emerge as a prominent trend within the context of evolving communication settings and enhancing customer experience to improve firms' total quality management strategies. Specifically, users’ initial trust in such chatbots is critical...

... Publishing Limited Licensed re-use rights only E-Commerce Information quality Service quality Customer loyalty Customer experience Customer satisfaction Digital transformation Business model Go-to-market strategy COVID-19 In the digital age, the relationships between companies...

... 28 11 2023 25 03 2024 20 05 2024 08 07 2024 © Emerald Publishing Limited 2024 Emerald Publishing Limited Licensed re-use rights only PLS-SEM Service marketing Customer experience Customer emotions Atmosphere The food and beverage industry continues...

...Parisa Mousavi; Mehdi Shamizanjani; Fariborz Rahimnia; Mohammad Mehraeen Purpose Customer experience management (CXM), which aims to achieve and maintain customers' long-term loyalty, has attracted the attention of many organizations. Improving customer experience management in organizations...

... quality (SJQ) has an impact on the overall omnichannel customer experience leading to customer identification (CI) with the store, subsequently leading to their exhibition of online engagement behaviors (writing online reviews, blogging, rating products and service online and indulging in customer...

... omnichannel shoppers using a validated self-administered questionnaire. The proposed conceptual model was tested using partial least squares structural equation modeling. Findings The results indicate that all three dimensions of omnichannel customer experience (cognitive, affective and relational...

... in the designed questionnaire, taking into account their experiences. Çağlar Samsa can be contacted at: cglrsms@gmail.com 28 07 2022 14 09 2022 26 10 2022 Customer experience Customer citizenship Touristic railway journey Touristic railway tourism Social exchange theory...

... of education often show a greater capacity for innovation, including technology adoption (Cruz et al., 2009). Travel agencies In-store technologies Customer experience Customer interaction ICT SMEs The recent global economic dynamics, combined with the impact of the internet, have...

...Vincent Barre; David Orlando Ramos; Charles Medovich; Gabriela Lovera; Matthew Hoch Purpose The paper provides insight on the customer experience through product performance (CxPP) initiative; which was developed by Johnson & Johnson Vision to monitor and conduct product performance...

...Marco Ieva; Cristina Ziliani Purpose The explosion in the number of touchpoints is putting pressure on companies to design omnichannel customer experiences aimed at achieving long-term customer loyalty. The purpose of this paper is to examine the relative importance of 24 touchpoints...