This paper reviews the tourism, services, and strategic management literatures to produce a
model, which demonstrates conceptually how sustainable competitive advantage might be …

In response to initial voices that put the customer experience (management)(CX (M))
movement into question, this article aims to introduce a formal nomenclature to push the CX …

Purpose This study aims to draw on customer experience theory to shed light on how hotel
in-room amenities foster customer experience, which continues to form brand attitude and …

The sharing economy has shifted the way in which goods and services are consumed-from
exclusive ownership toward collective usage with economic benefits. Current literature …

The experience recommendation–if you want to be happier, buy life experiences instead of
material items–is supported in empirical research. However, this evidence is primarily based …

Purpose The purpose of this paper is to increase understanding about how to improve
customer value and to make mobile banking services a profitable business for banks and …

Strategic Management for Hospitality and Tourism is a vital text for all those studying cutting
edge theories and views on strategic management. Unlike others textbooks in this area, it …

This paper examines the key relationship effects between the customer perceived value
dimensions: product quality, service quality and price fairness on customer engagement in a …

Purpose–The purpose of this paper is to examine customers' use experiences in a
smartphone application (app) context. Apps have emerged as popular tools among …

Purpose Service branding research predominantly focuses on the purchase and
postpurchase stages of the customer journey. This study aims to expand the lens of enquiry …