This paper reviews website evaluation studies in the tourism and hospitality fields published
between January 1996 and September 2009. A website evaluation framework that includes …

This study aims to explore the use of ChatGPT-4 in generating management responses to
customer reviews or complaints posted on Tripadvisor. Customer reviews and management …

Purpose–The purpose of this paper is to examine the internet banking service quality and its
implication on e-customer satisfaction and e-customer loyalty. Design/methodology …

Service failures represent temporary or permanent interruptions of the customer's regular
service experience. Although the literature identifies an extensive set of organizational …

Customer is considered as the king in the world of business. The issue of customer
satisfaction in electronics home appliances has received greater attention from academics …

Reported studies on call centers emphasize efficiency and control, with possible
implications for service priorities, customer orientation and service quality. However, there is …

Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer
Satisfaction, this is the definitive text on the meaning, causes, and consequences of …

Social media provide numerous possibilities for consumers and other stakeholders to voice
their complaints about organizations in public. While this can damage the reputation of an …

Relationships are an important aspect of doing business, and few businesses can survive
without establishing solid relationships with their customers. Although the marketing …

Relatively little research has addressed the nature and determinants of customer satisfaction
following service failure and recovery. Two studies using scenario-based experiments …