Effects of service encounter quality on courier and customer encounter satisfaction and loyalty in crowdsourcing logistics: an actor-partner interdependence model
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DOI: 10.1080/00036846.2024.2364080
Abstract: ABSTRACT The quality of delivery service encounters in which crowdsourced couriers and customers highly interact and mutually influence each other affects their attitudes and behaviours. Crowdsourced couriers and customers are bilateral users of crowdsourced logistics… read more here.
Keywords: quality; service encounter; service; encounter quality ... See more keywords
Customer encounter satisfaction and narrative force: an investigation of user-generated content on TripAdvisor
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DOI: 10.1080/15022250.2023.2194272
Abstract: ABSTRACT Customer satisfaction research is often undertaken quantitatively employing multi-item standard questionnaires. Instead, this study seeks to understand how restaurant customers themselves articulate their encounter satisfaction experiences from the user-generated content (UGC) reviews they post… read more here.
Keywords: narrative force; tripadvisor; encounter satisfaction; satisfaction ... See more keywords