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Open access

Research article

First published 2025-11

Customer Engagement in Utilitarian vs. Hedonic Service Contexts

Jenna Adriana Maeve Barrett, Elina Jaakkola, Jonas Heller [...]

Journal of Service Research

Retricted access

Research article

First published 2023-1

Capitalizing on Service Failures: Implications for Customer Engagement and Loyalty

Adil Zahoor

Business Perspectives and Research

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Research article

First published 2023

Millennial Customer Engagement with Fintech Services: The Mediating Role of Trust

Rashed Al Karim, Md Karim Rabiul, Ayesha Taskia [...]

Business Perspectives and Research

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Research article

First published 2025

The Interaction Effect of Service Robot Affordances and Contexts on Customer Engagement Behaviors

Minglong Li, Xiaoyang Sun, Yi Xiong

Journal of Travel Research

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Research article

First published 2025

Generation of customer engagement by hotel service atmosphere: The mediating role of flow experience

Sunny Zhenzhen Nong, Lawrence Hoc Nang Fong, Tahir Albayrak [...]

Tourism and Hospitality Research

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Research article

First published 2020-2

Customer Engagement and its Outcomes: The Cross-Level Effect of Service Environment and Brand Equity

Juanjuan Ou, IpKin Anthony Wong, Catherine Prentice [...]

Journal of Hospitality & Tourism Research

Open access

Research article

First published 2025-10

Engaging With You Because I am Amused by You: A Multi-Method Approach Exploring the Effect of Frontline Employee Humor on Customer Service Engagement

Donghua Xiao, Yuxin Ni, Tianran Yang [...]

Sage Open

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Research article

First published 2021-5

The Influence of Social Perceptions on Restaurant Employee Work Engagement and Extra-Role Customer Service Behavior: A Moderated Mediation Model

Marissa Orlowski, Diego Bufquin, Michael E. Nalley

Cornell Hospitality Quarterly

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Editorial

First published 2021-2

Rise of the Machines? Customer Engagement in Automated Service Interactions

Linda D. Hollebeek, David E. Sprott, Michael K. Brady

Journal of Service Research

Free access

Research article

First published 2024-2

The Role of Perceived Risk in Engaging Customer and Employees for Value Creation in Services

Ritu Srivastava, Diptiman Banerji, Priyanka Nema [...]

Vision: The Journal of Business Perspective

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