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Service agent driven co-created caring in chat-based customer service encounters
Heinonen, Johanna; Sthapit, Erose - In: Services marketing quarterly 45 (2024) 1, pp. 1-24
Persistent link: https://www.econbiz.de/10014513536
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Factors affecting customer behavior in telecommunication industry
Rahmoun, Mbarek - 2020
Persistent link: https://www.econbiz.de/10012211403
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The power of AI : enhancing customer loyalty through satisfaction and efficiency
Singh, Pragya; Singh, Vandana - In: Cogent business & management 11 (2024) 1, pp. 1-14
-changer. This study delves into the intricate dynamics of AI-Powered Customer Service and its profound impact on customer loyalty …, specifically focusing on the mediating roles played by customer satisfaction and perceived efficiency. Data were collected from 373 … evidence of the significant influence of AI-Powered Customer Service on customer satisfaction and perceived efficiency, as …
Persistent link: https://www.econbiz.de/10014526490
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Emotional arousal in customer experience : a dynamic view
Caruelle, Delphine; Shams, Poja; Gustafsson, Anders; … - In: Journal of business research : JBR 170 (2024), pp. 1-12
Persistent link: https://www.econbiz.de/10014535197
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Customer experience dimensions in last-mile delivery : an empirical study on unattended home delivery
Olsson, John; Hellström, Daniel; Vakulenko, Yulia - In: International journal of physical distribution and … 53 (2023) 2, pp. 184-205
Persistent link: https://www.econbiz.de/10014252353
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Key drivers of brand trust in a Latin American airline : the impact of Colombia's Avianca customer experience
Ribamar Siqueira, Jose <Jr.>; Bendixen, Michael; … - In: Journal of marketing analytics : JMA 11 (2023) 2, pp. 186-201
Persistent link: https://www.econbiz.de/10014326749
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Customer experience in healthcare : literature review
Kurtuluş, Sümeyye Arslan; Cengiz, Emrah - In: Istanbul business research 51 (2022) 1, pp. 291-312
healthcare are found as customer satisfaction and customer loyalty. Previous studies have shown that providing a good customer … experience is an important part of providing customer satisfaction and customer loyalty. …This paper provides a perspective on customer experience in healthcare services. The aim of this paper is to make a …
Persistent link: https://www.econbiz.de/10013253168
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Customer participation in the customization of services : effects on satisfaction and behavioral intentions
Straus, Lennart; Robbert, Thomas; Roth, Stefan - In: Journal of business market management : JBM 9 (2016) 1, pp. 498-517
customers' needs. We find that customer participation has a positive impact on satisfaction and behavioral intentions …
Persistent link: https://www.econbiz.de/10011525886
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Managing Appointment-Based Services in the Presence of Walk-In Customers
Wang, Shan - 2018
general appointment-based services with walk-ins …
Persistent link: https://www.econbiz.de/10012930008
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Service Escape : Profiting from Customer Cancellations
Xie, Jinhong; Gerstner, Eitan - 2005
This paper explores the benefits of letting customers escape from pre-purchased service contracts by offering refunds for cancellations. We show that such a policy creates opportunities for multiple selling in a capacity-constrained service - i.e., collecting cancellation fees from advance...
Persistent link: https://www.econbiz.de/10014027944