Chatbots and service failure: When does it lead to customer aggression

YSS Huang, P Dootson - Journal of Retailing and Consumer Services, 2022 - Elsevier
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 …

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 …

Antecedents and outcomes of brand love: Utilitarian and symbolic brand qualities

CM Bairrada, F Coelho, A Coelho - European Journal of Marketing, 2018 - emerald.com
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 …

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 …

Value co-creation: concept and measurement

KR Ranjan, S Read - Journal of the academy of marketing science, 2016 - Springer
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 …

The effectiveness of customer participation in new product development: A meta-analysis

W Chang, SA Taylor - Journal of Marketing, 2016 - journals.sagepub.com
Although the returns of customer participation on new product development (NPD)
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 …

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 …

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 …

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 …