Beyond good and bad: Challenging the suggested role of emotions in customer experience (CX) research
A Manthiou, E Hickman, P Klaus - Journal of Retailing and Consumer …, 2020 - Elsevier
Our paper challenges several notions regarding emotion's role and their influence on the
customer experience (hereafter CX). Based on our analysis, we develop the following five …
customer experience (hereafter CX). Based on our analysis, we develop the following five …
Building brand relationship for restaurants: An examination of other customers, brand image, trust, and restaurant attributes
Purpose The purpose of this study is to examine the role of other customers in explaining
customers' relation with a brand. A conceptual model, which incorporates other customers …
customers' relation with a brand. A conceptual model, which incorporates other customers …
Effect of disruptive customer behaviors on others' overall service experience: An appraisal theory perspective
Drawing upon the appraisal theory, this study proposes and tests a conceptual model to
delineate customers' evaluative process of disruptive customer behaviors in a shared …
delineate customers' evaluative process of disruptive customer behaviors in a shared …
Does seeing deviant other-tourist behavior matter? The moderating role of travel companions
Despite the contagion effect of deviant behavior in tourism settings, tourist-to-tourist effects
have been largely ignored, including the joint impacts between other tourists and tourists' …
have been largely ignored, including the joint impacts between other tourists and tourists' …
The restaurant social servicescape: Establishing a nomological framework
Understanding the effects of the service environment on consumption behavior has become
an important topic of research in the hospitality literature in recent years. While much of the …
an important topic of research in the hospitality literature in recent years. While much of the …
Personality, social comparison, consumption emotions, satisfaction, and behavioral intentions: How do these and other factors relate in a hotel setting?
Purpose This study attempts to answer the following questions: can the Big Five factors
(BFF) of personality facilitate a social comparison (SC) of hotel guests? Can the BFF explain …
(BFF) of personality facilitate a social comparison (SC) of hotel guests? Can the BFF explain …
Service products and productization
Many services are difficult to understand and communicate, and as a result, difficult to
position, differentiate, and sell. While important, understanding services as well-defined …
position, differentiate, and sell. While important, understanding services as well-defined …
The impact of perceived similarity to other customers on shopping mall satisfaction
This study highlights the role of social presence with other consumers in influencing
consumers' satisfaction evaluations by exploring a question: can non-interactive social …
consumers' satisfaction evaluations by exploring a question: can non-interactive social …
Does traveler satisfaction differ in various travel group compositions? Evidence from online reviews
X Xu - International Journal of Contemporary Hospitality …, 2018 - emerald.com
Purpose This study aims to investigate the online customer review behavior and
determinants of overall satisfaction with hotels of travelers in various travel group …
determinants of overall satisfaction with hotels of travelers in various travel group …
The social servicescape: understanding the effects in the full-service hotel industry
Purpose Understanding how other customers affect hotel consumption behavior is an
important topic in the hospitality literature. While existing research has typically explored the …
important topic in the hospitality literature. While existing research has typically explored the …