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“Touch over tech”: a longitudinal examination of human touch along a travel journey
16 references·2 citing·51 second hop
“Touch over tech”: a longitudinal examination of human touch along a travel journey (2023)“Touch over tech”: a longitudinal examina…Ten frequently asked questions about latent class analysis. (2018)Ten frequently asked question…Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens (2017)Service encounters, experienc…“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers (2017)“Service Encounter 2.0”: An i…How to create a realistic customer journey map (2016)How to create a realistic cus…The Impact of Different Touchpoints on Brand Consideration (2015)The Impact of Different Touch…Social presence, trust, and social commerce purchase intention: An empirical research (2015)Social presence, trust, and s…Adapting to the mobile world: A model of smartphone use (2014)Adapting to the mobile world:…High Tech and High Touch (2012)High Tech and High TouchPersonalization versus Privacy: An Empirical Examination of the Online Consumer’s Dilemma (2005)Personalization versus Privac…Customer satisfaction and loyalty in online and offline environments (2003)Customer satisfaction and loy…Can Mixed Emotions Peacefully Coexist? (2002)Can Mixed Emotions Peacefully…Customer-Employee Rapport in Service Relationships (2000)Customer-Employee Rapport in …Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Perceived Usefulness, Perceiv…Predictability and Personalization in the Service Encounter (1987)Predictability and Personaliz…A Role Theory Perspective on Dyadic Interactions: The Service Encounter (1985)A Role Theory Perspective on …When the recipe is more important than the ingredients, understanding factors affecting customer loyalty in unmanned convenience store using fsQCA (2024)When the recipe is more impor…Learning in the Digital Age Full of Hedonistic Cultural Values Among Elementary School Students (2023)Learning in the Digital Age F…Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Self-efficacy mechanism in human agency. (1982)User Acceptance of Computer Technology: A Comparison of Two Theoretical Models (1989)A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies (2000)User Acceptance of Information Technology: Toward A Unified View1 (2003)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Prospect Theory: An Analysis of Decision under Risk (1979)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Prospect theory: An analysis of decision under risk (1988)Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context (2004)Customer engagement: the construct, antecedents, and consequences (2016)Digital marketing: A framework, review and research agenda (2016)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Market Orientation: Antecedents and Consequences (1993)The Handbook of Social Psychology (1969)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)Evolving to a New Dominant Logic for Marketing (2003)Mind, Self, and Society (2015)Advances in Consumer Research (2025)Exchange and Power in Social Life. 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(1959)An Investigation into the Determinants of Customer Satisfaction (1982)Factors Affecting Trust in Market Research Relationships (1993)Co-creation experiences: The next practice in value creation (2004)The future of employment: How susceptible are jobs to computerisation? (2016)Understanding Customer Experience Throughout the Customer Journey (2016)Brave new world: service robots in the frontline (2018)AI-based chatbots in customer service and their effects on user compliance (2020)Artificial intelligence, robotics, advanced technologies and human resource management: a systematic review (2021)The theory of planned behavior (1991)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Living up to the chatbot hype: The influence of anthropomorphic design cues and communicative agency framing on conversational agent and company perceptions (2018)The role of live streaming in building consumer trust and engagement with social commerce sellers (2018)How live streaming influences purchase intentions in social commerce: An IT affordance perspective (2019)Finding latent groups in observed data: A primer on latent profile analysis in Mplus for applied researchers (2019)Prediction from Latent Classes: A Demonstration of Different Approaches to Include Distal Outcomes in Mixture Models (2019)Latent Class Analysis: A Guide to Best Practice (2020)
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References

  • 1989Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology75,250 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,987 cited
  • 2018Ten frequently asked questions about latent class analysis.2,370 cited
  • 1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,007 cited
  • 2003Customer satisfaction and loyalty in online and offline environments1,571 cited
  • 2000Customer-Employee Rapport in Service Relationships1,165 cited
  • 1987Predictability and Personalization in the Service Encounter1,136 cited
  • 2015Social presence, trust, and social commerce purchase intention: An empirical research1,110 cited
  • 2005Personalization versus Privacy: An Empirical Examination of the Online Consumer’s Dilemma1,101 cited
  • 2017“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers809 cited
  • 2016How to create a realistic customer journey map597 cited
  • 2017Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens595 cited
  • 2002Can Mixed Emotions Peacefully Coexist?487 cited
  • 2015The Impact of Different Touchpoints on Brand Consideration450 cited

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2014
Adapting to the mobile world: A model of smartphone use
368 cited
  • 2012High Tech and High Touch344 cited
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    • 2023Learning in the Digital Age Full of Hedonistic Cultural Values Among Elementary School Students43 cited
    • 2024When the recipe is more important than the ingredients, understanding factors affecting customer loyalty in unmanned convenience store using fsQCA13 cited