Abstract Service process performance of an organization should be measured continuously
to achieve competitive advantage and this is possible through providing excellent service by …

The conceptualization of self‐congruity is more than five decades old. However, the
research on its effect on consumer behaviour is still evolving, ensuing the literature …

Person–environment fit is defined as the compatibility that occurs when individual and work
environment characteristics are well matched. Models of person–environment (PE) fit have …

Abstract Service robots is an emerging topic in tourism and hospitality industry. The success
of service robots' adoption primarily lies in effective tourist-robot interaction. However, little …

The goals of this study were (1) to identify the optimal facets of communication style for
customer-oriented service employees and (2) to examine the ways in which the customer …

The purpose of this study is to propose a theoretical framework to harness creativity and
innovation through people and technology. This study is grounded based on an extensive …

Purpose–The purpose of this paper is to examine how consumers' personality (ie motivation
for affiliation) and their perceptions about the company (ie identity attractiveness) and the …

Purpose The digital revolution has changed consumer–service provider interaction,
spawning a new generation of FinTech. This paper analyzes consumers' reactions to …

The study is aimed at measuring dimensions of retail service quality that has an impact on
customer satisfaction (CS) and customer loyalty in organized food and grocery retail …

Using social comparison theory, the purpose of this study is to examine how service
employees' dress shapes employee-customer interactions and customer-brand relationship …