Purpose Conversational agents (chatbots, avatars and robots) are increasingly substituting
human employees in service encounters. Their presence offers many potential benefits, but …

Purpose Artificial intelligence (AI) is currently having a dramatic impact on marketing. Future
manifestations of AI are expected to bring even greater change, possibly ushering in the …

El mundo ha cambiado indudablemente, y por lo tanto las exigencias y requerimientos que
tienen los usuarios de servicios han cambiado profundamente. Hablar de servicios implica …

Online reviews have been used effectively to understand customers' satisfaction and
preferences. COVID-19 crisis has significantly impacted customers' satisfaction in several …

La calidad en el servicio se considera una alternativa para que las empresas puedan
obtener una ventaja competitiva y sostenible en un entorno económico globalizado. Las …

Insurers are well versed in the litany of challenging conditions facing the sector. These
challenges are economic, political, regulatory, legal, social, and technological. As a result of …

The study discusses artificial intelligence (AI)–powered applications as a commercial
service with a focus on the hotel industry. This research is approached from the customers' …

A constant concern of academic institutions has been to improve the customer satisfaction in
university libraries. The service quality within academic library context is pivotal for satisfying …

Understanding customer experience and the customer journey over time is critical for firms.
Customers now interact with firms through myriad touch points in multiple channels and …

This study is aimed to assess the quality of service provided by Malaysia Airlines and its
impact on overall customer satisfaction. This study employed a convenience sampling …