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This paper proposes to verify, in the current literature on VCD, which dimensions/variables have often been studied in empirical efforts. The analysis was based in two stages. In the first, the general characteristics of the articles were identified. In the second stage, which dimensions or variables of VCD have been frequently studied were identified. As a result of this systematic review, new research possibilities were identified to explore VCD study. [ABSTRACT FROM AUTHOR]

The popularization of smart phones has fostered the use of e-hailing apps, which can effectively reduce information asymmetry and provide ease and convenience during travel. Meanwhile, problems such as product homogeneity, slow operation speed, and interface confusion in travel apps also exist, leading to negative user experience. Building on the theory of planned behavior and technology acceptance model, this study examines multiple features of travel apps and their influence on university students' experience and travel intentions. Findings of the study suggest that, compared to the contents of travel apps, the ease of use seems to have a stronger influence on students' attitude, perceived behavioral control, and travel intention. The study contributes to the integration of the technology acceptance model and the theory of planned behavior in travel contexts. The findings also offer meaningful practical implications and recommendations on product and service design to relevant stakeholders willing to offer a better travel app user experience. [ABSTRACT FROM AUTHOR]

Asian countries, specifically Thailand, Singapore, Malaysia, and India, are documented as the preferred health tourism destinations among healthcare travelers. Despite the significant increase in global revenue over the last fifteen years, there is still a lack of comprehensive understanding about the factor affecting health tourist satisfaction in this region. Using the critical literature review technique, this study suggests that the commonly adopted SERVQUAL dimensions do not cover the overall aspects of health tourism satisfaction. Instead, we propose seven key attributes of healthcare service and four attributes of tourism destination. Although conceptual components of the proposed framework are not contextually driven, empirical findings may vary due to the standard of service provisions across health tourism destinations. The proposed model will also mitigate the managerial difficulties in designing an appropriate health tourism service. [ABSTRACT FROM AUTHOR]

As the importance of services grows, many business-to-business (B2B) firms are enhancing the value of customer service experience by digitally transforming services to find a point of differentiation from competitors. This study investigates the effect of service experience on repurchase intention in the capital goods industry and examines the roles of organizational agility as a mediator and customer knowledge sharing as a moderator. Data were collected from 264 customers and U.S. firms. Moreover, partial least squares structural equation modeling was used for the analysis. Results revealed a positive and significant relationship between service experience and organizational agility, and between organizational agility and repurchase intention. Additionally, organizational agility mediates the positive and significant relationship between service experiences and repurchase intention. Finally, customer knowledge sharing plays a positive and crucial moderating role in the relationship between service experience and organizational agility. These findings are a step forward from the existing conceptual study on service experience and demonstrate that the firm's organizational agility enhances the customer's service experience and influences repurchasing intention between the period of the customer's initial purchasing behavior and the next repurchase. This study contributes to the literature on service experience in the B2B service setting. [ABSTRACT FROM AUTHOR]

Exploring future scenarios can consider future generations and society from a long-term perspective. A Futures Triangle is an approach used for mapping future scenarios. In general, the Futures Triangle collects weak signals using qualitative research methods. However, collecting weak signals qualitatively is limited by its small data size and manual data analysis errors. To overcome those limitations, this study proposes the data-driven futuristic scenario approach. This approach analyzes a large number of social perceptions existing in social networks as weak signals via semantic network analysis. Using our proposed data-driven approach, researchers can quantitatively collect weak signals for a Futures Triangle. To verify the applicability of the proposed method, we conducted a case study on the Chinese smart home service experience. The dataset consists of 2421 posts containing the keyword “smart home experience” on the Chinese social media platform Weibo. Three future scenarios were constructed using the proposed method. The results demonstrate the feasibility of the proposed methodology. The data-driven futuristic scenario approach has the advantage of quantitatively analyzing a large amount of stakeholder data to provide weak signals for the Futures Triangle. We suggest that the data-driven futuristic scenario approach serves as a supplementary method, combined with the traditional Futures Triangle approach, to comprehensively explore future scenarios.

The purpose of this research is to study the banking Service Experience (SE) using text mining, in order to propose management improvements based on the customer's perspective. The data was provided by a bank in Chile and contains structured and unstructured information in text format, collected through a Net Promoter Score (NPS) survey. The methodology used to process data was the 6-step Cross Industry Standard Process for Data Mining (CRISP-DM) model (Chapman et al., 2000). An analysis framework is applied to process the customer feedback data, which combines the previous work carried out by Ordenes et al., (2014); McColl-Kennedy et al., (2019) called ARC (Activities, Resources & Context) expanded to include Interactions and the Client's role. This research seeks to provide empirical evidence in relation to the application of the ARC model in a different industry, such as banking, which would help to determine key factors that would help improve management in terms of (1) contact points, (2) elements of value creation, (3) emotions, (4) cognitive responses, and (5) escape intention. [ABSTRACT FROM AUTHOR]

Artificial Intelligence (AI) is infused in organizations that provide service in order to enhance efficiency in operational tasks and to better customers overall experience. However, previous studies have indicated that customers strongly prefer to have interactions with humans. This paper investigates how artificial intelligence impacts customer loyally and engagement as well as customers' service experiences with employees. Furthermore, Emotional Intelligence (EI) of customers is suggested as a mediator between engagement of customers and service experience. Data was collected from retail consumers who have shopped via traditional shopping or with the help of Artificial Intelligence tools and services and was analyzed by Regression Analysis and Pearson Correlation and. Study findings display a notable effect of Emotional Intelligence (EI) and Artificial Intelligence on the customers service experience. The results also indicated that 1 unit rise in Emotional Intelligence results in 0.283 unit rise in customer engagement and 1 unit rise in Emotional Intelligence results in 0.483 unit rise in customer loyalty. [ABSTRACT FROM AUTHOR]

Many people living with dementia or mild cognitive impairment (MCI) experience anxiety and depression. Cognitive behavioural therapy (CBT) is a recommended treatment for adults, commonly provided through primary care psychological therapies services. This study explored the facilitators and barriers to providing CBT interventions for people living with dementia or MCI, as perceived by therapists working in such services. Structured interviews were conducted with 14 clinicians recruited through primary care psychological therapies services about their experiences of working with people living with dementia or MCI and their ideas about factors that enhance or hinder offering and delivering CBT to this population. Interview recordings were transcribed and analysed using thematic analysis. Credibility checks were incorporated throughout. Three themes were identified: 'attitudes towards dementia', 'competing demands', and 'pressure without support'. Perceived facilitators and barriers occurred across individual, service, and system levels. Facilitators were positive engagement and outcomes for people living with dementia or MCI, positive attitudes of clinicians, and flexibility within some services. In contrast, perceived barriers were stigma towards dementia and mental health in older adults, high pressure on staff to perform with a lack of support to do so, exclusion based on diagnosis, and inflexibility within some services. Clinicians were confident that people living with dementia or MCI could benefit from CBT, with some adaptations to delivery. There are implications for staff support and training, and for commissioning practices relating to the tension between minimal resources, equitable access, and person‐centred care. [ABSTRACT FROM AUTHOR]

Hybrid reality games are transposing the outside world into a virtual playground. Commercial venues are voluntarily taking part in this phenomenon by becoming in-game locations of interest. As such, players and non-players now intermingle at the point of sale (POS). The literature has overlooked the influence of technology on customer-to-customer interaction at the POS, the social context in which gamification takes place and gamification's counterproductive outcomes. To address these gaps, we employ a three-step mixed method approach. First, using the Critical Incident Technique, we show that non-players can create a significantly negative service experience at the venue for playing customers. We investigate this result further through semi-structured-interviews and find that players feel pressure to conform due to stereotyping and roles enforced by non-players. In turn, players feel negatively judged and excluded at the point of sale. Finally, using a between-subject experiment with 377 hybrid reality game players, we show how such a negative interaction decreases players' satisfaction at the POS and in turn repatronage and word-of-mouth intention toward the POS. We also investigate how this backlash effect can be counterbalanced by publicly granting players a privilege. • With hybrid-reality games, players and non-players intermingle at the point of sale. • Players feel negatively judged by customers who do not play. • According to players, this negative interaction derives from stereotypes and roles. • In turn, players' satisfaction, repatronage and word of mouth intentions are degraded. • A discount publicly offered to players cancels the negative effect of the interaction. [ABSTRACT FROM AUTHOR]

Empirical evidence has demonstrated that customers often share diverse, and sometimes even conflicting, eWOM information on various social platforms, bringing new challenges to eWOM management. Based on the platform symmetry theory, this work explores how customers' positive or negative service experience alters their choice of social platforms for eWOM communications. Using five studies, across restaurant and hotel services, we find that customers tend to share positive eWOM on symmetrical social platforms (e.g., WeChat) but negative eWOM on asymmetrical social platforms (e.g., TikTok, Weibo). Self-enhancement and emotion regulation motivations mediate the impact of service experiences on customers' social platform preferences. Such an effect, however, is attenuated when the service is hedonic (vs. utilitarian) by nature. This work expands the existing literature on eWOM sharing and social platforms within the hospitality industry and offers valuable insights for service providers regarding effective eWOM management in the social media era. • Platform symmetry determines customers' eWOM sharing behavior on social media. • Customers tend to share positive eWOM on symmetrical social platforms. • Customers are more inclined to share negative eWOM on asymmetrical social platforms. • Self-enhancement and emotion regulation motivations are the underlying mechanisms. • Such platform preference is attenuated for hedonic (vs. utilitarian) service. [ABSTRACT FROM AUTHOR]

The role played by emotions in funeral services, as in unwanted services in general, is still largely unexplored in the literature. While no theoretical attempt has been made yet to shed light on the dyadic and processual emotional relationship occurring in a service of this nature, a narrative literature review has been conducted from a multidisciplinary corpus. The analysis is designed to present both sides of this relationship, e.g., the perspective of the consumer as well as that of the service provider. Research avenues are developed to deepen the understanding of emotions in the consumer-organizational relationship specific to funeral services. [ABSTRACT FROM AUTHOR]

The unprecedented public panic caused by COVID-19 will affect the recovery of tourism, especially the theme parks, which are generally crowded due to high visitor volume. The purpose of this study is to discuss the effect of the COVID-19 on the theme park industry. This study aims to predict recommendation intentions of theme park visitors by exploring the complicated mechanism derived from the fear of COVID-19. This study uses a quantitative research method, and SPSS 20.0 and AMOS 22.0 were used for data analysis. An online survey was conducted with 420 Chinese respondents who visited Shanghai Disneyland after its reopening. The study explored the relationship between Fear of COVID-19, perceived risk, participation, service experience, and revisit intention. Results indicated the perceived risk of theme park visitors will not directly ruin their recommendation intention. Visitors' fear of COVID-19 enhanced their perceived risk, reduced their desire for active participation and impaired their service experience, which consequently affected their recommendation intention. We provide theoretical and managerial implications. [ABSTRACT FROM AUTHOR]

The unprecedented public panic caused by COVID-19 will affect the recovery of tourism, especially the theme parks, which are generally crowded due to high visitor volume. The purpose of this study is to discuss the effect of the COVID-19 on the theme park industry. This study aims to predict recommendation intentions of theme park visitors by exploring the complicated mechanism derived from the fear of COVID-19. This study uses a quantitative research method, and SPSS 20.0 and AMOS 22.0 were used for data analysis. An online survey was conducted with 420 Chinese respondents who visited Shanghai Disneyland after its reopening. The study explored the relationship between Fear of COVID-19, perceived risk, participation, service experience, and revisit intention. Results indicated the perceived risk of theme park visitors will not directly ruin their recommendation intention. Visitors’ fear of COVID-19 enhanced their perceived risk, reduced their desire for active participation and impaired their service experience, which consequently affected their recommendation intention. We provide theoretical and managerial implications.

Demand for gender dysphoria (GD) treatment has increased markedly over the past decade. Access to gender-affirming treatments is challenging for most people. For dysphoric individuals, much is at stake. Little is known about the specific needs, challenges, and coping strategies of this hard-to-reach group. We examined the experiences of treatment-seeking adolescents and adults using in-depth unstructured interviews with 26 people attending specialist gender services and 14 transgender people not referred to services. Patients with gender dysphoria distrust clinical services and describe considerable anxiety in sustaining their impression management strategies to obtain treatment. An authentic presentation is regarded by some participants, especially non-binary individuals, as inauthentic and emotionally difficult to maintain. Impression management strategies have partial success in accessing services. The presentation of "idealized" selves may result in unmet mental health needs of patients, and the receipt of interventions incongruent with their authentic selves. [ABSTRACT FROM AUTHOR]

The need to capture the actual network traffic condition and fundamental queueing dynamics in a massive cognitive radio network (CRN) is important for proper analysis of the intrinsic effects of spatial distribution while capturing the essential temporal distribution properties of the network. In massive CRN, many users, including primary and secondary users, transmit on scarce spectrum resources. While primary users (PUs) are delay-sensitive users that require prioritized access over secondary users (SUs), carrying out analysis that captures this property becomes imperative if users' service experience is to be satisfactory. This paper presents priority conscious spatiotemporal analysis capable of characterizing users' experience in massive CRN. Users in the primary priority queue were considered to have pre-emptive priory over users in the virtual and secondary priority queues. A Geo/G/1 discrete-time Markov chain queueing system was adopted to characterize both primary and secondary priority queues, while the virtual priority queue was analyzed as part of the secondary priority queue. Using the tools of stochastic geometry and queueing theory, the user's coverage probability was determined while the delay experienced by each class of users in the network was obtained using existing results. Through the obtained delay for each class of users in the network, the corresponding quality of service was also obtained. The results obtained show that the proposed framework is capable of accurately characterizing users' service experience in massive CRN.

This paper uses two studies to explore how experiencing a state of flow in social interactions influences assessments of dining out among customers engaged in socialization with friends, family members or colleagues. The paper further tests the moderating effect of self-service technologies, which reduce employee interruptions, on the association between customers' flow state and assessments of experiential quality, service quality and satisfaction. The results suggest that experiencing a state of flow in social interactions is a critical determinant of experiential quality, service quality and satisfaction. Interruptions to this flow state by service employees can have significant negative consequences on experiential quality, service quality and satisfaction. These negative influences can be mitigated by the use of self-service technologies, which facilitate a social flow state and increase perceptions of experiential quality, service quality and satisfaction. [ABSTRACT FROM AUTHOR]

The emergence and rapid development of social media have brought customers to become an indispensable part of brand activities through conversation and co-creation with the brand. Factors affecting customers' intentions to continually participate in online brand communities thus present a research opportunity to be explored. From the contextual and instrumental viewpoints, this study examines the effects of place attachment and social media affordances on online brand community continuance and the mediating roles of service experience and brand engagement. A model with seven hypotheses is tested using a sample of 231 online survey respondents. The PLS analysis shows that both service experience and brand engagement have positive influences on continuance intention. Also, the proposed impact of place attachment and social media affordances on service experience and brand engagement are partially supported. The results indicate that placement attachment and social media affordances indirectly drive users to continually participate in online brand communities through improving their service experience and brand engagement. The theoretical and practical implications of this study are discussed. [ABSTRACT FROM AUTHOR]

This research presents a comprehensive analysis of significant factors shaping consumer technology adoption and experiences in the hospitality and tourism sector. Technology-related research papers from top hospitality and tourism journals published from 2000 to 2021 were reviewed and analyzed via both qualitative and quantitative approaches. The qualitative thematic analysis offers a synthesized summary of the evolving research themes over the two decades. The quantitative meta-analysis supports our proposed conceptual model of factors influencing consumers' technology adoption and experiences in the hospitality and tourism context. Our findings not only advance the theoretical framework of technology adoption and experiences but also provide valuable managerial guidance for effective technology implementation. Moreover, we propose promising research avenues to enhance user experiences with diverse service technologies, fostering continued theoretical development in this field. • Meta-analysis of two decades of technology-related research in the hospitality and tourism domain. • By uniquely combining qualitative text analysis with quantitative meta-analysis, this study ensures robust and reliable findings. • Technology and individual antecedents are crucial for consumer technology adoption; perceived usefulness, personalization, and enjoyment significantly affect consumer technology experiences. • To optimize customer experiences, align technological innovations with both customer expectations and the specific nuances of service environments. • New refined theoretical frameworks are advocated for interactive technologies and future research avenues are pinpointed. [ABSTRACT FROM AUTHOR]