Customer loyalty: a review and future directions with a special focus on the hospitality industry
Purpose This article aims to provide a summary review of what is already known about
customer loyalty and identifies some emerging issues that play an important role in it. As a …
customer loyalty and identifies some emerging issues that play an important role in it. As a …
Four decades of frontline service employee research: an integrative bibliometric review
We conducted a comprehensive review of empirical research related to frontline service
employees over the past four decades (1980-2020). Utilizing a bibliometric mapping …
employees over the past four decades (1980-2020). Utilizing a bibliometric mapping …
Understanding consumers' acceptance of automated technologies in service encounters: Drivers of digital voice assistants adoption
T Fernandes, E Oliveira - Journal of Business Research, 2021 - Elsevier
Customers increasingly orchestrate their everyday activities with the support of technology,
with services increasingly adopting AI-based applications. Yet, research is still in its infancy …
with services increasingly adopting AI-based applications. Yet, research is still in its infancy …
Emotional expression by artificial intelligence chatbots to improve customer satisfaction: Underlying mechanism and boundary conditions
J Zhang, Q Chen, J Lu, X Wang, L Liu, Y Feng - Tourism Management, 2024 - Elsevier
Artificial intelligence chatbots have invaded the tourism industry owing to their low cost and
high efficiency. However, the influence of emotional expressions of chatbots on service …
high efficiency. However, the influence of emotional expressions of chatbots on service …
Customer experience challenges: bringing together digital, physical and social realms
Purpose The purpose of this paper is to explore innovations in customer experience at the
intersection of the digital, physical and social realms. It explicitly considers experiences …
intersection of the digital, physical and social realms. It explicitly considers experiences …
The effects of human resource flexibility, employee competency, organizational culture adaptation and job satisfaction on employee performance
This research aims to study and analyze the effects of human resource flexibility, employee
competencies, organizational culture adaptation, and job satisfaction on employee …
competencies, organizational culture adaptation, and job satisfaction on employee …
The impact of artificial intelligence and employee service quality on customer satisfaction and loyalty
C Prentice, S Dominique Lopes… - Journal of Hospitality …, 2020 - Taylor & Francis
The study discusses artificial intelligence (AI)–powered applications as a commercial
service with a focus on the hotel industry. This research is approached from the customers' …
service with a focus on the hotel industry. This research is approached from the customers' …
Linking AI quality performance and customer engagement: The moderating effect of AI preference
Drawing upon affordance theory, this study positions artificial intelligence (AI) as a
commercial service in examining its influence on customer engagement in the hotel context …
commercial service in examining its influence on customer engagement in the hotel context …
Employee performance and customer loyalty: Mediation effect of customer satisfaction
Customer preferences and behaviours are constantly changing, thus employee adaptation
to customer demands in service providing is essential in today's modern business. This …
to customer demands in service providing is essential in today's modern business. This …
Engaging and retaining customers with AI and employee service
C Prentice, M Nguyen - Journal of Retailing and Consumer Services, 2020 - Elsevier
Artificial intelligence (AI) permeates in service organisations as a tool to enhance
operational efficiency and improve customer experience. Reports show that most consumers …
operational efficiency and improve customer experience. Reports show that most consumers …