In response to initial voices that put the customer experience (management) (CX(M)) movement into question, this article aims introduce a formal nomenclature push CX(M) field toward more mature state. First, drawing from an inductive analysis of 143 papers, authors identify 12 basic CX components aggregate three overarching building blocks—touchpoints (T, i.e., points interaction between and brand/firm), context (C, situationally available resources internal and/or external customer),...

Purpose Smart technologies and connected objects are rapidly changing the organizational frontline. Yet, our understanding of how these infuse service encounters remains limited. Therefore, purpose this paper is to update existing classifications Frontline Service Technology (FST) infusion. Moreover, authors discuss three promising smart – conversational agents, extended reality (XR) blockchain technology their respective implications for customers, frontline employees organizations....

Service failures represent temporary or permanent interruptions of the customer’s regular service experience. Although literature identifies an extensive set organizational alternatives for recovering from failures, researchers have approached these responses as discrete actions that are loosely connected to dynamic nature recovery In this article, we address shortcoming by introducing idea journey (SRJ). We first conceptualize SRJ outcome a failure is composed three phases: prerecovery,...

Purpose Service robots are now an integral part of people's living and working environment, making service one the hot topics for researchers today. Against that background, paper reviews recent robot literature following a Theory-Context-Characteristics-Methodology (TCCM) approach to capture state art field. In addition, building on qualitative input from who active in this field, authors highlight where opportunities further development growth lie. Design/methodology/approach The...

Circular business models (CBMs), such as product-service systems, are rapidly gaining traction in light of a transition to more circular and sustainable economy. The authors call for new approach inform guide the development adoption these CBMs. main reason is that different actors service ecosystems or networks linked models—such firms, customers, governmental bodies—may be reluctant join even impede Based upon an abductive analysis 133 CBM papers with Motivation-Opportunity-Ability (MOA)...

Purpose – This study aims to investigate the impact of technical (i.e. what is delivered) and functional how it service quality on consumer happiness in a multichannel environment. In so doing, this responds increasing calls from academics (e.g. transformative research movement) practitioners move beyond pure financial measures when deciding manage businesses. Design/methodology/approach With sample 809 customers medium-sized Belgian mail order firm, within-class regression models tested for...

Purpose – There is general agreement among researchers and practitioners that satisfaction relative to competitive alternatives. Nonetheless, managers have not treated as a construct. The result has been weak relationships between share of wallet in the literature, challenges by whether useful predictor customer behavior business outcomes. purpose this paper explore best approach for linking wallet. Design/methodology/approach Using data from 79,543 consumers who provided 258,743...

Purpose The purpose of this paper is to discuss recent developments in neuroscientific methods and demonstrate its potential for the service field. This work a call action more researchers adopt promising increasingly accessible neuro-tools that allow field benefit from neuroscience theories insights. Design/methodology/approach synthesizes key literature variety domains (e.g. neuroscience, consumer organizational neuroscience) provide an in-depth background start applying neuro-tools....

ABSTRACT How to engage consumers with circular economy principles in the luxury industry? To answer this question, paper focuses on engagement journey of embracing luxury. Drawing from a life story interview approach second‐hand fashion, we identify three journeys: (1) price‐sensitive journey, (2) uniqueness and (3) sustainability journey—each characterized by specific motives (ranging self‐interest form searching for lower prices more altruistic concerning keeping products use)...

Purpose The widespread integration of artificial intelligence (AI)-enabled personalization has sparked a need for deeper understanding its transformative potential. To address this, this study aims to investigate the mental models held by consumers from diverse cultures regarding impact and role AI-enabled in their lives (i.e. individual well-being) society societal well-being). Design/methodology/approach This paper uses theories-in-use approach, collecting qualitative data via critical...

Purpose – Many service providers feel confident about their quality and thus offer guarantees to customers. Yet failures are inevitable. As can only be invoked when customers report failures, firms given the opportunity redress original failure potentially influencing customer outcomes. The purpose of this paper is provide first empirical investigation whether excellence in recovery affects customers’ intentions invoke a guarantee, thereby discriminating between conditional unconditional...

Firms like Uber, Amazon, and TripAdvisor have popularized the rating of people, goods, services. These entities receive scores (e.g., through online reviews) in a variety presentation formats: incremental (a raw score per episode; e.g., 5–5–2), cumulative (updated average scores; 5–5–4), or combination thereof. This article focuses on prevalent situations which deviates from prior examines how format impacts decision makers’ consumers, managers) evaluations entity scored. Across wide...

Purpose Neurotechnologies such as brain-computer interfaces (BCIs) are rapidly moving out of laboratories and onto frontline employees' (FLEs) heads. BCIs offer thought-controlled device operation real-time adjustment work tasks based on employees’ mental states, balancing the potential for optimal well-being with risk exploitative employee treatment. Despite its profound implications, a considerable gap exists in understanding how affect FLEs. This article’s purpose is to investigate BCIs’...

Purpose The purpose of this paper is to look into the topic IP category extensions in an entertainment setting. main goal study explore reciprocal spillover effect customer experience (CX) ratings with intellectual property (IP) one medium (i.e. film) on sales same other media comic books). Design/methodology/approach based 21-years monthly top 300 book direct market data linked release schedule and domestic box office gross figures for films featuring Marvel DC appearing weekly 50 over time...