Purpose–This paper aims to respond to the call to help organisations to systematically
engineer their customer experiences. Its objective is to investigate how organisations …

This article reviews the literature relating to consumer studies in foodservice, an under-
represented area in terms of review papers. It is organised into four sections, discussing …

Retailers are increasingly using conversational AI (chatbots) for customer service due to the
perceived benefits and reduced operational costs of this emerging technology. Yet our …

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 …

Traditional measures of customer satisfaction have been criticized for failing to capture the
depth of customer responses to service performance. This study seeks to redirect …

Services are processes, and hence service firms do not offer products that are comparable
to preproduced bundles of physical resources and features that are provided by …

Relationship marketing requires a thorough understanding of the long‐run perspective of
the supplier‐customer interaction. The concept of customer loyalty can be applied to …

Unlike the traditional bricks‐and‐mortar marketplace, the online environment includes
several distinct factors that influence brand trust. As consumers become more savvy about …

Purpose–The purpose of this paper is to provide experimental evidence supporting the view
that internal service quality has a direct effect on external service quality …

The primary aim of the study is to examine the effects of services marketing mix elements on
Indian customer for making the appropriate marketing mix strategy in banking services …