Chatbots and service failure: When does it lead to customer aggression
Artificial intelligence technology is changing the way services are delivered and introducing
opportunities for new sources of service failure. The purpose of this paper is to examine how …
opportunities for new sources of service failure. The purpose of this paper is to examine how …
Antecedents of consumer brand engagement and brand loyalty
C Leckie, MW Nyadzayo… - Journal of Marketing …, 2016 - Taylor & Francis
Literature on consumer engagement is growing significantly, yet there is limited empirical
research on its drivers and outcomes. This study examines the key drivers and outcomes of …
research on its drivers and outcomes. This study examines the key drivers and outcomes of …
Antecedents and outcomes of brand love: Utilitarian and symbolic brand qualities
Purpose Brand love is associated with consumer behaviours that are key for organisational
performance. However, research on the antecedents of brand love is sparse. The current …
performance. However, research on the antecedents of brand love is sparse. The current …
Good, better, engaged? The effect of company-initiated customer engagement behavior on shareholder value
SFM Beckers, J Van Doorn, PC Verhoef - Journal of the Academy of …, 2018 - Springer
In today's connected world, customer engagement behaviors are very important. Many
companies launch initiatives to stimulate customer engagement. However, despite evidence …
companies launch initiatives to stimulate customer engagement. However, despite evidence …
Value co-creation: concept and measurement
The surge in academic and practical interest in the topic of value co-creation (VCC)
highlights an equivocal understanding of its conceptual boundaries and empirical …
highlights an equivocal understanding of its conceptual boundaries and empirical …
The effectiveness of customer participation in new product development: A meta-analysis
Although the returns of customer participation on new product development (NPD)
performance can vary substantially, the current literature lacks a systematic conceptual and …
performance can vary substantially, the current literature lacks a systematic conceptual and …
The role of customer engagement behavior in value co-creation: A service system perspective
E Jaakkola, M Alexander - Journal of service research, 2014 - journals.sagepub.com
Recent developments in marketing and service research highlight the blurring of boundaries
between firms and customers. The concept of customer engagement (CE) aggregates the …
between firms and customers. The concept of customer engagement (CE) aggregates the …
Utilizing customer knowledge in innovation: antecedents and impact of customer involvement on new product performance
AS Cui, F Wu - Journal of the academy of marketing science, 2016 - Springer
This study examines the antecedents and impact of three forms of customer involvement in
innovation: customer involvement as an information source (CIS), customer involvement as …
innovation: customer involvement as an information source (CIS), customer involvement as …
Co-creating the tourism experience
P Sugathan, KR Ranjan - Journal of Business Research, 2019 - Elsevier
Consumer-firm co-creation is increasing in the tourism industry. In light of the central role of
customer experience in tourism, this research is motivated by the limited understanding of …
customer experience in tourism, this research is motivated by the limited understanding of …
Transformative service research: advancing our knowledge about service and well-being
L Anderson, AL Ostrom - Journal of service research, 2015 - journals.sagepub.com
As humans and consumers, we spend much of our time immersed in an array of services
and service systems (eg, telecommunications, education, financial, government, and health …
and service systems (eg, telecommunications, education, financial, government, and health …