Experiential AR/VR: a consumer and service framework and research agenda
L Zarantonello, BH Schmitt - Journal of Service Management, 2023 - emerald.com
Purpose The paper focuses on extended reality technologies and their potential contribution
to the improvement of services. First, it identifies extended reality technologies (AR/VR) as …
to the improvement of services. First, it identifies extended reality technologies (AR/VR) as …
Customer experience management: a critical review of an emerging idea
A Palmer - Journal of Services marketing, 2010 - emerald.com
Paradoxes in use of the term customer experience are noted. As a verb, experience
describes a process of learning, leading to learned response, but as a noun emphasises …
describes a process of learning, leading to learned response, but as a noun emphasises …
Design shopping as an experience: Exploring the effect of the live-streaming shopping characteristics on consumers' participation intention and memorable …
Live-streaming shopping becomes increasingly popular recently. However, little research
explored why live-streaming shopping is so successful in continuously promoting sales and …
explored why live-streaming shopping is so successful in continuously promoting sales and …
A customer‐dominant logic of service
Purpose–The paper seeks to introduce to a new perspective on the roles of customers and
companies in creating value by outlining a customer‐based approach to service. The …
companies in creating value by outlining a customer‐based approach to service. The …
An epistemological view of consumer experiences
This paper discusses the theoretical underpinnings of consumer experience by examining
the definitions of experience and the contextual nature of consumer experiences. It offers a …
the definitions of experience and the contextual nature of consumer experiences. It offers a …
Managing the human–chatbot divide: how service scripts influence service experience
Purpose Brands are increasingly considering the use of chatbots to supplement, or even
replace, humans in service interactions. Like humans, chatbots can follow certain service …
replace, humans in service interactions. Like humans, chatbots can follow certain service …
The critical incident technique in service research
DD Gremler - Journal of service research, 2004 - journals.sagepub.com
The Critical Incident Technique (CIT) has been used in a variety of service contexts in recent
years to explore service research issues and has been instrumental in advancing our …
years to explore service research issues and has been instrumental in advancing our …
An exploratory study of competencies required to cocreate memorable customer experiences in the hospitality industry
S Bharwani, V Jauhari - Hospitality marketing and consumer …, 2017 - taylorfrancis.com
160 Purpose: The purpose of this paper is to identify and map competencies required by
frontline employees to enhance guest experience in the hospitality industry, in the context of …
frontline employees to enhance guest experience in the hospitality industry, in the context of …
From service to experience: Understanding and defining the hospitality business
N Hemmington - The service industries journal, 2007 - Taylor & Francis
Failure adequately to define or understand hospitality as a commercial phenomenon has
created a fragmented academic environment and a schizophrenia in the industry that has …
created a fragmented academic environment and a schizophrenia in the industry that has …
A conceptual framework of hotel experience and customer‐based brand equity: Some research questions and implications
JB Xu, A Chan - International Journal of Contemporary Hospitality …, 2010 - emerald.com
There is increasing discussion of the way in which quality of experience and brand equity
are developed in the hotel industry. This study aims to review the hospitality and brand …
are developed in the hotel industry. This study aims to review the hospitality and brand …