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The impact of service robots on customer satisfaction online ratings : the moderating effects of rapport and contextual review factors

Borghi, Matteo; Mariani, Marcello M.; Vega, Rodrigo P.; … - In: Psychology & marketing 40 (2023) 11, pp. 2355-2369

Persistent link: https://www.econbiz.de/10014432406

Paying lip service? : the effects of vocal determinants on perceived service quality

David, Yigal; Harison, Elad - In: International journal of enterprise information systems … 18 (2022) 1, pp. 1-20

Literature has mainly analyzed the technical attributes of voice for enterprise technical applications, such as voice signature and speech recognition. This paper aims at identifying voice and speech attributes that reflect sentiment and affect (positively or negatively) customer satisfaction...

Persistent link: https://www.econbiz.de/10014307053

Customers' perceptions as an antecedent of satisfaction with online retailing services

Mwencha, Peter; Muathe, Stephen - In: Journal of marketing and consumer behaviour in emerging … (2018) 1, pp. 4-27

The assessment of antecedents of customer satisfaction has become very important for the success of online retailing services. This paper reports the results of a study that investigated the antecedent role of customers' perceptions vis-a-vis satisfaction with online retailing services. While...

Persistent link: https://www.econbiz.de/10012116963

Impact of hotel attributes, service quality and brand image on customer satisfaction among diners at a fine dine restaurant : evidence from India

Rai, Hithesh; Prabhu, H. Mahesh - In: International journal of business excellence : IJBEX 26 (2022) 4, pp. 425-437

Persistent link: https://www.econbiz.de/10013198315

The impact of service quality, self-service technology, and the corporate image on customer satisfaction and customer revisit intention among luxury hotels in Kuala Lumpur, Malaysi...

Li, Shimiao - In: International journal of services, economics and management 11 (2020) 1, pp. 48-70

Persistent link: https://www.econbiz.de/10012256814

Does customer experience management pay off? : evidence from local versus global hotel brands in South Korea

Yoon, Sung-Joon; Lee, Hyong-june - In: Journal of hospitality marketing & management 26 (2017) 6, pp. 585-605

Persistent link: https://www.econbiz.de/10011754045

Factor influencing customer satisfaction in hospitality industry : a case of Kathmandu Valley

Sah, Rabindra Pratap - In: Nepalese journal of finance : a publication of Uniglobe … 6 (2019) 1, pp. 96-106

Persistent link: https://www.econbiz.de/10014493949

Customer behaving badly!

Ang, Lawrence; Koslow, Scott - In: Advances in industrial and labor relations 19 (2012), pp. 181-207

Persistent link: https://www.econbiz.de/10009746039

Script usage in standardized and customized service encounters : implications for perceived service quality

Victorino, Liana; Verma, Rohit; Wardell, Don G. - In: Production and operations management : an international … 22 (2013) 3, pp. 518-534

Persistent link: https://www.econbiz.de/10009760480

Customer loyalty development : the role of switching costs

Stan, Valentina; Caemmerer, Barbara; Cattan-Jallet, Roxane - In: The journal of applied business research 29 (2013) 5, pp. 1541-1554

Persistent link: https://www.econbiz.de/10010198085