Nearly 20 years ago the concept of customer delight was introduced to the academic
literature. Since then a plethora of academics have studied the construct across many …

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 …

Cultivating high quality relationships with customers is of paramount importance in the
banking sector. However, there has been little effort to examine relationship quality (RQ) in …

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 …

The present study investigates the role of service experience in B2B services vis-a-vis
service quality. In particular, the study addresses the question: how do the relative effects of …

Communicating with customers through AI-based chatbots in customer service (AISC) has
become increasingly popular for many companies. However, in actual service encounters …

Disasters and crises, including the COVID-19 pandemic, have created an uncertain and
challenging environment, particularly for the hospitality and service-based industries, forcing …

Whilst technology has great potential to enhance service delivery, it also transforms the roles
of frontline service employees (FLEs). This study aims at investigating to which extent …

Purpose The unprecedented dynamics of the COVID-19 pandemic has forced firms to re-
envision the customer experience and find new ways to ensure positive service encounters …

Despite a rising interest in artificial intelligence (AI) technology, research in services
marketing has not evaluated its role in helping firms learn about customers' needs and …