Almost all existing customer experience research has been based on the stimulus‐organism‐
response (S‐O‐R) paradigm or the interaction‐based perspective, and very few on the …

Purpose This article aims to provide an understanding of how utilitarian services can make
the customer experience more hedonic. Design/methodology/approach The author performs …

The sharing economy allows consumers to share spare resources through online platforms
and to reduce the transaction costs by using platform services. Shared enterprises use idle …

Purpose This study investigates the effects of service modularity on the perceived
usefulness (PU) of e-learning programs through the perceived ease of use (PEoU) and …

Purpose This research explores how to design service delivery systems to facilitate a
customer experience that enables the realisation of prevention-oriented goals …

This paper consists of an exploratory literature review whose main research objectives were
the identification of the service quality factors that are considered more important in the …

The purpose of the study was to examine the effect of the elements of extended service
marketing mix of the east coast hotels in Sri Lanka on the creation of the brand equity and …

Abstract Service performance is considered an essential determinant of successful business
relationships. It affects the customer's repurchase intentions and, therefore, the continuity of …

The COVID-19 outbreak has inevitably impacted the global hotel industry, which will result in
a shift from traditional services to personalized and specialized services to reduce the …

Blockchain is not a standalone technology. It is a ledger that ensures the trustworthiness and
traceability of data stored on it. Given the Industry 4.0 environment, it will work in integration …