Management Theories’ Potential for Better Digital Service Customer Experience

1 Agostino, D., Arnaboldi, M., Lema, M. D. (2021). New Development: COVID-19 as an Accelerator of Digital Transformation in Public Service Delivery // Public Money & Management. Vol. 41(1), pp. 69–72. doi: https://doi.org/10.1080/09540962.2020.1764206 Search in Google Scholar

2 Ajzen, I. (1991). The Theory of Planned Behavior // Organizational Behavior and Human Decision Processes, Vol. 50(2), pp. 179–211. doi: https://doi.org/10.1016/0749-5978(91)90020-T Search in Google Scholar

3 Alichleh AL-Ali, A. S. M., Sisodia, G. S., Gupta, B., Venugopalan, M. (2022). Change Management and Innovation Practices During Pandemic in the Middle East E-Commerce Industry // Sustainability, Vol. 14(8), Article 8. doi: https://doi.org/10.3390/su14084566 Search in Google Scholar

4 Antonyuk, N., Plikus, I., & Jammal, M. (2021). Sustainable Business Development Vision Under the Covid-19 Pandemic // Health Economics and Management Review. Vol. 2(1), pp. 37–43. doi: https://doi.org/10.21272/hem.2021.1-04 Search in Google Scholar

5 Arunprasad, P., Dey, C., Jebli, F., Manimuthu, A., El Hathat, Z. (2022). Exploring the Remote Work Challenges in the Era of COVID-19 Pandemic: Review and Application Model // Benchmarking: An International Journal. Vol. 29(10), pp. 3333–3355. doi: https://doi.org/10.1108/BIJ-07-2021-0421 Search in Google Scholar

6 Bagdare, S., Jain, R. (2013). Measuring Retail Customer Experience // International Journal of Retail & Distribution Management. Vol. 41(10), pp. 790–804. doi: https://doi.org/10.1108/IJRDM-08-2012-0084 Search in Google Scholar

7 Bambauer-Sachse, S., Helbling, T. (2021). Customer Satisfaction with Business Services: Is Agile Better? // Journal of Business & Industrial Marketing. Vol. 36(8), pp. 1389–1402. doi: https://doi.org/10.1108/JBIM-04-2020-0221 Search in Google Scholar

8 Barbu, C. M., Florea, D. L., Dabija, D.-C., & Barbu, M. C. R. (2021). Customer Experience in Fintech // Journal of Theoretical and Applied Electronic Commerce Research. Vol. 16(5), pp. 1415–1433. doi: https://doi.org/10.3390/jtaer16050080 Search in Google Scholar

9 Becker, L., Jaakkola, E. (2020). Customer Experience: Fundamental Premises and Implications for Research // Journal of the Academy of Marketing Science. Vol. 48(4), pp. 630–648. doi: https://doi.org/10.1007/s11747-019-00718-x Search in Google Scholar

10 Blasco-Arcas, L., Hernandez-Ortega, B. I., Jimenez-Martinez, J. (2016). Engagement Platforms: The Role of Emotions in Fostering Customer Engagement and Brand Image in Interactive Media // Journal of Service Theory and Practice. Vol. 26(5), pp. 559–589. doi: https://doi.org/10.1108/JSTP-12-2014-0286 Search in Google Scholar

11 Brakus, J. J., Schmitt, B. H., Zarantonello, L. (2009). Brand Experience: What is it? How is it Measured? Does it Affect Loyalty? // Journal of Marketing. Vol. 73(3), pp. 52–68. doi: https://doi.org/10.1509/jmkg.73.3.052 Search in Google Scholar

12 Bueno, E. V., Weber, T. B. B., Bomfim, E. L., Kato, H. T. (2019). Measuring Customer Experience in Service: A Systematic Review // The Service Industries Journal, Vol. 39(11–12), pp. 779–798. doi: https://doi.org/10.1080/0264 2069.2018.1561873 Search in Google Scholar

13 Chae, B. (Kevin). (2014). A Complexity Theory Approach to IT-Enabled Services (IESS) and Service Innovation: Business Analytics as an Illustration of IES // Decision Support Systems. Vol. 57, pp. 1–10. doi: https://doi.org/10.1016/j.dss.2013.07.005 Search in Google Scholar

14 Chang, S.-H., Chih, W.-H., Liou, D.-K., Yang, Y.-T. (2016). The Mediation of Cognitive Attitude for Online Shopping // Information Technology & People. Vol. 29(3), pp. 618–646. doi: https://doi.org/10.1108/ITP-08-2014-0172 Search in Google Scholar

15 Davis, F. D. (1989). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology // MIS Quarterly. Vol. 13(3), pp. 319–340. doi: https://doi.org/10.2307/249008 Search in Google Scholar

16 Donthu, N., Kumar, S., Mukherjee, D., Pandey, N., Lim, W. M. (2021). How To Conduct a Bibliometric Analysis: An Overview and Guidelines // Journal of Business Research. Vol. 133, pp. 285–296. doi: https://doi.org/10.1016/j.jbusres.2021.04.070 Search in Google Scholar

17 Eger, L., Komárková, L., Egerová, D., Mičík, M. (2021). The Effect of COVID-19 on Consumer Shopping Behaviour: Generational Cohort Perspective // Journal of Retailing and Consumer Services. Vol. 61, 102542. doi: https://doi.org/10.1016/j.jretconser.2021.102542 Search in Google Scholar

18 Fornell, C., Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error // Journal of Marketing Research. Vol. 18(1), pp. 39–50. doi: https://doi.org/10.2307/3151312 Search in Google Scholar

19 Fumasoli, T., Barbato, G., Turri, M. (2020). The determinants Of University Strategic Positioning: A Reappraisal of The Organisation // Higher Education. Vol. 80(2), pp. 305–334. doi: https://doi.org/10.1007/s10734-019-00481-6 Search in Google Scholar

20 Galhotra, B., Dewan, A. (2020). Impact of COVID-19 on Digital Platforms and Change in E-Commerce Shopping Trends. 2020 Fourth International Conference on I-SMAC (IoT in Social, Mobile, Analytics and Cloud) (I-SMAC), 861–866. doi: https://doi.org/10.1109/I-SMAC49090.2020.9243379 Search in Google Scholar

21 Gaviria-Marin, M., Merigó, J. M., Baier-Fuentes, H. (2019). Knowledge Management: A Global Examination Based on Bibliometric Analysis. Paper presented at Technological Forecasting and Social Change. Vol. 140, pp. 194–220. doi: https://doi.org/10.1016/j.techfore.2018.07.006 Search in Google Scholar

22 Gečienė, J. (2021). Organizational Resilience Management in the Face of a Crisis: Results of a Survey of Social Service Institutions Before and During a Covid-19 Pandemic. https://repository.mruni.eu/handle/007/17465 Search in Google Scholar

23 Glowniak, J. (1998). History, Structure, and Function of the Internet // Seminars in Nuclear Medicine. Vol. 28(2), pp. 135–144. doi: https://doi.org/10.1016/S0001-2998(98)80003-2 Search in Google Scholar

24 Godovykh, M., Tasci, A. D. A. (2020). Customer Experience in Tourism: A Review of Definitions, Components, and Measurements // Tourism Management Perspectives. Vol. 35, 100694. doi: https://doi.org/10.1016/j.tmp.2020.100694 Search in Google Scholar

25 Hair, J. (2009). Multivariate Data Analysis // Faculty Publications. https://digitalcommons.kennesaw.edu/facpubs/2925 Search in Google Scholar

26 Harrison, R., Fischer, S., Walpola, R. L., Chauhan, A., Babalola, T., Mears, S., Le-Dao, H. (2021). Where Do Models for Change Management, Improvement and Implementation Meet? A Systematic Review of the Applications of Change Management Models in Healthcare // Journal of Healthcare Leadership. Vol. 13, pp. 85–108. doi: https://doi.org/10.2147/JHL.S289176 Search in Google Scholar

27 Hasler, D., Krumay, B., Schallmo, D. (2022). Characteristics of Digital Platforms from a B2B Perspective – A Systematic Literature Review. PACIS 2022 Proceedings. https://aisel.aisnet.org/pacis2022/199 Search in Google Scholar

28 Hickman, E., Kharouf, H., Sekhon, H. (2020). An omnichannel Approach to Retailing: Demystifying and Identifying the Factors Influencing an Omnichannel Experience // The International Review of Retail, Distribution and Consumer Research. Vol. 30(3), pp. 266–288. doi: https://doi.org/10.1080/09593969.2019.1694562 Search in Google Scholar

29 Hsu, C. (2007). Scaling With Digital Connection: Services Innovation. 2007 IEEE International Conference on Systems, Man and Cybernetics, pp. 4057–4061. doi: https://doi.org/10.1109/ICSMC.2007.4414260 Search in Google Scholar

30 Kasana, D., Smithwick, J., Dodd, J., Cavalline, T. L., Mayo, G. (2023). Successful Change Management Strategies for Unforeseen Events: Impact of COVID-19 on Facility Management // Journal of Management in Engineering. Vol. 39(4), 04023016. doi: https://doi.org/10.1061/JMENEA.MEENG-4870 Search in Google Scholar

31 Khor, L. K., Tan, C. L. (2023). Workforce Management in the Post-Pandemic Era: Evidence from Multinational Companies Using Grounded Theory // Global Business and Organizational Excellence. Vol. 42(4), pp. 93–104. doi: https://doi.org/10.1002/joe.22174 Search in Google Scholar

32 Kim, E., Euh, Y., Yoo, J., Lee, J., Jo, Y., Lee, D. (2021). Which Business Strategy Improves ICT Startup Companies’ Technical Efficiency? // Technology Analysis & Strategic Management. Vol. 33(7), pp. 843–856. doi: https://doi.org/10.1080/09537325.2020.1849612 Search in Google Scholar

33 Kudyba, S. (2020). COVID-19 and the Acceleration of Digital Transformation and the Future of Work // Information Systems Management. Vol. 37(4), pp. 284–287. doi: https://doi.org/10.1080/10580530.2020.1818903 Search in Google Scholar

34 Lemke, F., Clark, M., Wilson, H. (2011). Customer Experience Quality: An Exploration in Business and Consumer Contexts Using Repertory Grid Technique // Journal of the Academy of Marketing Science. Vol. 39(6), pp. 846–869. doi: https://doi.org/10.1007/s11747-010-0219-0 Search in Google Scholar

35 Lemon, K. N., Verhoef, P. C. (2016). Understanding Customer Experience Throughout the Customer Journey // Journal of Marketing. Vol. 80(6), pp. 69–96. doi: https://doi.org/10.1509/jm.15.0420 Search in Google Scholar

36 Mbama, C. I., Ezepue, P. O. (2018). Digital Banking, Customer Experience and Bank Financial Performance: UK Customers’ Perceptions // International Journal of Bank Marketing. Vol. 36(2), pp. 230–255. doi: https://doi.org/10.1108/IJBM-11-2016-0181 Search in Google Scholar

37 McMullen, L., Schultz, K. (2021). Closing the Social Distance: Mitigating Gender Inequality in Organizations Using Complexity Theory in Response to Remote Work During the COVID-19 Pandemic // MacEwan University Student EJournal. Vol. 5(1), Article 1. doi: https://doi.org/10.31542/muse.v5i1.2062 Search in Google Scholar

38 Meena, P., Kumar, G. (2022). Online Food Delivery Companies’ Performance and Consumers Expectations During Covid-19: An Investigation Using Machine Learning Approach // Journal of Retailing and Consumer Services. Vol. 68, 103052. doi: https://doi.org/10.1016/j.jretconser.2022.103052 Search in Google Scholar

39 Mehta, M. P., Kumar, G., Ramkumar, M. (2023). Customer Expectations in The Hotel Industry During The COVID-19 Pandemic: A Global Perspective Using Sentiment Analysis // Tourism Recreation Research. Vol. 48(1), pp. 110–127. doi: https://doi.org/10.1080/02508281.2021.1894692 Search in Google Scholar

40 Nariswari, R., Prakoso, T. S., Hafiz, N., Pudjihastuti, H. (2023). Biplot Analysis: A Study of the Change of Customer Behaviour on E-Commerce // Procedia Computer Science. Vol. 216, pp. 524–530. doi: https://doi.org/10.1016/j.procs.2022.12.165 Search in Google Scholar

41 Nataliia, V., Barzylovych, A., Zabolotna, A., Boiko, M., Rybchych, I. (2021). Healthcare Facilities Management in Digitalization Context // International Journal of Health Sciences. Vol. 5(3), Article 3. doi: https://doi.org/10.53730/ijhs.v5n3.1773 Search in Google Scholar

42 Nilashi, M., Abumalloh, R. A., Alghamdi, A., Minaei-Bidgoli, B., Alsulami, A. A., Thanoon, M., Asadi, S., Samad, S. (2021). What is the Impact of Service Quality on Customers’ Satisfaction During COVID-19 Outbreak? New Findings from Online Reviews Analysis // Telematics and Informatics. Vol. 64, 101693. doi: https://doi.org/10.1016/j.tele.2021.101693 Search in Google Scholar

43 Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research. Vol. 17(4), pp. 460–469. doi: https://doi.org/10.2307/3150499 Search in Google Scholar

44 Owusu Kwateng, K., Osei Atiemo, K. A., Appiah, C. (2018). Acceptance and Use of Mobile Banking: An Application of UTAUT2 // Journal of Enterprise Information Management. Vol. 32(1), pp. 118–151. doi: https://doi.org/10.1108/JEIM-03-2018-0055 Search in Google Scholar

45 Parasuraman, A. P., Zeithaml, V., Berry, L. (1988). SERVQUAL: A multiple-Item Scale for measuring Consumer Perceptions of Service Quality // Journal of Retailing. Vol. 64, pp. 2–40. Search in Google Scholar

46 Park, Y., Mithas, S. (2020). Organized Complexity of Digital Business Strategy: A Configurational Perspective // MIS Quarterly. Vol. 44(1), pp. 85–127. Search in Google Scholar

47 Pine, B. J. P., Gilmore, J. H. (1998). Welcome to the Experience Economy // Harvard Business Review Press. Vol. 76(4), pp. 97–105. Search in Google Scholar

48 Planinc, S., Kukanja, M. (2022). Restaurant Customers’ Quality Expectations: A Pre- and Post-COVID-19 Pandemic Comparison // Tourism: An International Interdisciplinary Journal. Vol. 70(2), pp. 168–182. doi: https://doi.org/10.37741/t.70.2.2 Search in Google Scholar

49 Podsakoff, P. M., MacKenzie, S. B., Lee, J.-Y., Podsakoff, N. P. (2003). Common Method Biases in Behavioral Research: A Critical Review of the Literature and Recommended Remedies // Journal of Applied Psychology. Vol. 88, pp. 879–903. doi: https://doi.org/10.1037/0021-9010.88.5.879 Search in Google Scholar

50 Porter, M. E. (1985). Competitive Advantage: Creating and Sustaining Superior Performance. 1985 // New York: FreePress. Vol. 43, pp. 214. Search in Google Scholar

51 Pratap, S., Jauhar, S. K., Daultani, Y., Paul, S. K. (2023). Benchmarking Sustainable E-Commerce Enterprises Based on Evolving Customer Expectations Amidst COVID-19 Pandemic // Business Strategy and the Environment. Vol. 32(1), pp. 736–752. doi: https://doi.org/10.1002/bse.3172 Search in Google Scholar

52 Raišys, S. J., Baranauskas, G. (2022). Drivers and Challenges of Customer Satisfaction Assessment in Modern “Business to Business” Models. https://repository.mruni.eu/handle/007/18303 Search in Google Scholar

53 Rogers, G., Szomszor, M., Adams, J. (2020). Sample Size in Bibliometric Analysis // Scientometrics. Vol. 125(1), pp. 777–794. doi: https://doi.org/10.1007/s11192-020-03647-7 Search in Google Scholar

54 Shankar, V., Grewal, D., Sunder, S., Fossen, B., Peters, K., Agarwal, A. (2022). Digital Marketing Communication in Global Marketplaces: A Review of Extant Research, Future Directions, and Potential Approaches // International Journal of Research in Marketing. Vol. 39(2), pp. 541–565. doi: https://doi.org/10.1016/j.ijresmar.2021.09.005 Search in Google Scholar

55 Sittrop, D., Crosthwaite, C. (2021). Minimising Risk–The Application of Kotter’s Change Management Model on Customer Relationship Management Systems: A Case Study // Journal of Risk and Financial Management. Vol. 14(10), Article 10. doi: https://doi.org/10.3390/jrfm14100496 Search in Google Scholar

56 Srivastava, M., Kaul, D. (2016). Exploring The Link Between Customer Experience-Loyalty-Consumer Spend // Journal of Retailing and Consumer Services. Vol. 31, pp. 277–286. doi: https://doi.org/10.1016/j.jretconser.2016.04.009 Search in Google Scholar

57 Stalmachova, K., Chinoracky, R., Strenitzerova, M. (2022). Changes in Business Models Caused by Digital Transformation and the COVID-19 Pandemic and Possibilities of Their Measurement—Case Study // Sustainability. Vol. 14(1), Article 1. doi: https://doi.org/10.3390/su14010127 Search in Google Scholar

58 Taylor, C. B., Fitzsimmons-Craft, E. E., Graham, A. K. (2020). Digital Technology Can Revolutionize Mental Health Services Delivery: The COVID-19 Crisis as a Catalyst for Change // International Journal of Eating Disorders. Vol. 53(7), pp. 1155–1157. doi: https://doi.org/10.1002/eat.23300 Search in Google Scholar

59 Tiwari, S. P. (2022). Organizational Competitiveness and Digital Governance Challenges (SSRN Scholarly Paper No. 4068523). doi: https://doi.org/10.2139/ssrn.4068523 Search in Google Scholar

60 van Nunen, K., Li, J., Reniers, G., Ponnet, K. (2018). Bibliometric Analysis of Safety Culture Research // Safety Science. Vol. 108, pp. 248–258. doi: https://doi.org/10.1016/j.ssci.2017.08.011 Search in Google Scholar

61 Vargo, S. L., Lusch, R. F. (2004). Evolving to a New Dominant Logic for Marketing // Journal of Marketing. Vol. 68(1), pp. 1–17. doi: https://doi.org/10.1509/jmkg.68.1.1.24036 Search in Google Scholar

62 Vargo, S. L., Lusch, R. F. (2008). Service-dominant logic: Continuing the Evolution // Journal of the Academy of Marketing Science. Vol. 36(1), pp. 1–10. doi: https://doi.org/10.1007/s11747-007-0069-6 Search in Google Scholar

63 Vargo, S. L., Maglio, P. P., Akaka, M. A. (2008). On Value and Value Co-Creation: A Service Systems and Service Logic Perspective // European Management Journal. Vol. 26(3), pp. 145–152. doi: https://doi.org/10.1016/j.emj.2008.04.003 Search in Google Scholar

64 Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., Schlesinger, L. A. (2009). Customer Experience Creation: Determinants, Dynamics and Management Strategies // Journal of Retailing. Vol. 85(1), pp. 31–41. doi: https://doi.org/10.1016/j.jretai.2008.11.001 Search in Google Scholar

65 Visscher, K., Hahn, K., Konrad, K. (2021). Innovation Ecosystem Strategies of Industrial Firms: A Multilayered Approach to Alignment and Strategic Positioning // Creativity and Innovation Management. Vol. 30(3), pp. 619–631. doi: https://doi.org/10.1111/caim.12429 Search in Google Scholar

66 Wang, B., Pan, S.-Y., Ke, R.-Y., Wang, K., Wei, Y.-M. (2014). An overview of climate change vulnerability: A bibliometric analysis based on Web of Science database // Natural Hazards. Vol. 74(3), pp. 1649–1666. doi: https://doi.org/10.1007/s11069-014-1260-y Search in Google Scholar

67 Williams, K., Chatterjee, S., Rossi, M. (2008). Design of Emerging Digital Services: A Taxonomy // European Journal of Information Systems. Vol. 17(5), pp. 505–517. doi: https://doi.org/10.1057/ejis.2008.38 Search in Google Scholar

68 Yahaya, J., Deraman, A., Jusoh, Y. Y., Kumar, S. N. (2023). Digital Service Quality from Elderly Generation Perspective to Improve Online Business and Economy: A Theoretical Framework. In A. K. Nagar, D. Singh Jat, D. K. Mishra, & A. Joshi (Eds.) // Intelligent Sustainable Systems, pp. 15–23. Springer Nature. doi: https://doi.org/10.1007/978-981-19-7660-5_2 Search in Google Scholar

69 Yeoman, I. (2022). How COVID-19 Changed Things and What We Did About It // Journal of Revenue and Pricing Management. Vol. 21(6), pp. 579–580. doi: https://doi.org/10.1057/s41272-022-00396-5 Search in Google Scholar

70 Yu, P. Y., Lam, E. T. H., Chiu, D. K. W. (2022). Operation Management of Academic Libraries in Hong Kong Under COVID-19 // Library Hi Tech, ahead-of-print(ahead-of-print). doi: https://doi.org/10.1108/LHT-10-2021-0342 Search in Google Scholar

71 Zhang, G., Wang, W., Liang, Y. (2021). Understanding the Complex Adoption Behavior of Cloud Services by SMEs Based on Complexity Theory: A Fuzzy Sets Qualitative Comparative Analysis (fsQCA) // Complexity. Vol. 2021, e5591446. doi: https://doi.org/10.1155/2021/5591446 Search in Google Scholar