Over the past 25 years, the service–profit chain (SPC) has become a prominent guidepost
for service managers and researchers. In this article, we reflect on and synthesize published …

The brand engagement has always been a key objective for destination marketers due to its
positive outcomes. However, using the Job Demands-Resources (JD-R) theory, this study …

Understanding the relational benefits private club members seek and experience is
important to both club managers and researchers. However, there is limited research of such …

ABSTRACT Section 302 of the Sarbanes-Oxley Act requires public companies to maintain
platforms for employees to report questionable practices anonymously. Technological …

Live chat in customer service platforms is critical for serving clients online. For multi-turn
question-answering live chat, typical Question Answering systems are single-turn and focus …

Technology has been installed in numerous restaurants' operations to enhance customer
service. However, persuading customers to use new technologies in the restaurant business …

This study investigates whether retargeting, an operational approach broadly adopted in
traditional retail but underexplored in financial services, is effective in recovering valuable …

In recent years, firms that rely on fintech to develop and deliver financial products and
services have become increasingly important in the banking and financial sector …

The digital revolution has increased quality of life in many aspects but has also exposed
individuals to sophisticated and prolific cyber threats and online harms. The World Economic …

In the ever-expanding realm of online platforms, escalating customer misconduct demands
attention. In addition to establishing a definition of the concept of platform customer …