Purpose–The purpose of this paper is to analyze the theoretical and practical implications of
adopting customer-dominant logic (CDL) of service, focusing on how firms can become …

Customer ecosystems: exploring how ecosystem actors shape customer experience |
Emerald Insight Books and journals Case studies Expert Briefings Open Access Publish with …

Purpose This article provides an in-depth understanding of customer experience with smart
services, examines customer perceptual responses to smart and connected service …

An important aspect of fashion e‐commerce is the emergence of new types of consumer
behaviours that occur online. These behaviours are diverse and include searching for …

Purpose The purpose of this study is to examine how phygital luxury experiences can be
generated from mobile-mediated service activities while enabling luxury apparel shoppers …

The question of how to maintain allure and exclusivity while digitizing luxury brands is a
pressing issue. A potential solution is to launch new retail formats that allow luxury shoppers …

Purpose This study aims to understand the engagement between an indigenous social
service provider and marginalised clients deemed “hard-to-reach” to gain an insight into …

Purpose Previous research on advertising in digital contexts has emphasized its persuasive
and information processing roles for the customer. This paper aims to problematize this point …

Purpose As the consumer experience literature broadens in scope–specifically, from dyads
to ecosystems and from provider-centric to consumer-centric perspective–traditional data …

Since its inception in 2014, Mobility-as-a-Service (MaaS) has been the subject of numerous
trials and pilot studies globally, predominantly yielding favourable outcomes. However …