The current paper investigates the value and application of a range of physiological and
neuroscientific techniques in applied marketing research and consumer science …

Purpose–The aim of this paper is to contribute to the field of satisfaction research from the
perspective of electronic banking users; a topic of great interest to the business strategies of …

This study develops and empirically tests a theoretical model of artificially intelligent (AI)
device use acceptance (AIDUA) that aims to explain customers' willingness to accept AI …

Purpose This study aims to empirically test a theoretical model by defining customers'
intention to use services of restaurant robots, which are rapidly developing in Korea. The …

Service failures represent temporary or permanent interruptions of the customer's regular
service experience. Although the literature identifies an extensive set of organizational …

Underpinned by the Bagozzi and Dholakia (1999) goal setting and striving framework this
research firstly develops a negative online customer experience model after which …

Service recovery, customer satisfaction and customer loyalty: evidence from Malaysia’s hotel
industry | Emerald Insight Books and journals Case studies Expert Briefings Open Access …

Drawing on the dual process theory, this study investigates the impacts of systematic and
heuristic cues on travelers' cognitive trust, emotional trust, and adoption intention toward …

This study uses complexity theory to explain and better understand the causal patterns of
factors stimulating online shopping behavior in personalized e-commerce environments. To …

Our paper challenges several notions regarding emotion's role and their influence on the
customer experience (hereafter CX). Based on our analysis, we develop the following five …