Chatbot e-service and customer satisfaction regarding luxury brands

[1]  N. Dholakia,et al.  Conceptual framing of virtuality and virtual consumption research , 2018, Journal of Global Scholars of Marketing Science.

[2]  F. O. Santini,et al.  The role of satisfaction in fashion marketing: a meta-analysis , 2018, Journal of Global Fashion Marketing.

[3]  Charles r. Taylor,et al.  Technology driven experiences from mobile direct to virtual reality , 2018 .

[4]  A. Runfola,et al.  Problematizing customization and IT in the fashion industry: A case study of an Italian shoemaker , 2018 .

[5]  A. Mazzucchelli,et al.  Original or counterfeit luxury fashion brands? The effect of social media on purchase intention , 2018 .

[6]  Roger J. Calantone,et al.  Launch activities and timing in new product development , 2018 .

[7]  Ting Liu,et al.  Neural personalized response generation as domain adaptation , 2017, World Wide Web.

[8]  Junho Choi,et al.  Enhancing user experience with conversational agent for movie recommendation: Effects of self-disclosure and reciprocity , 2017, Int. J. Hum. Comput. Stud..

[9]  Ingrid Poncin,et al.  Animated conversational agents and e-consumer productivity: The roles of agents and individual characteristics , 2017, Inf. Manag..

[10]  V. Gautam,et al.  The Mediating Role of Customer Relationship on the Social Media Marketing and Purchase Intention Relationship with Special Reference to Luxury Fashion Brands , 2017 .

[11]  Ho-Jin Choi,et al.  The chatbot feels you - a counseling service using emotional response generation , 2017, 2017 IEEE International Conference on Big Data and Smart Computing (BigComp).

[12]  Riadh Ladhari,et al.  The role of emotions in utilitarian service settings: The effects of emotional satisfaction on product perception and behavioral intentions , 2017 .

[13]  Bruno Godey,et al.  Social media marketing efforts of luxury brands: Influence on brand equity and consumer behavior , 2016 .

[14]  Sunmee Choi,et al.  Customer emotions and their triggers in luxury retail: Understanding the effects of customer emotions before and after entering a luxury shop , 2016 .

[15]  I. Phau,et al.  Luxury brand strategies and customer experiences: Contributions to theory and practice , 2016 .

[16]  Eunju Ko,et al.  Explaining and predicting purchase intentions following luxury-fashion brand value co-creation encounters , 2016 .

[17]  Michael K. Brady,et al.  Feeling Close From Afar: The Role of Psychological Distance in Offsetting Distrust in Unfamiliar Online Retailers , 2016 .

[18]  Sang Jin Kim,et al.  Parasocial relationship effects on customer equity in the social media context , 2016 .

[19]  J. Hagberg,et al.  The digitalization of retailing: an exploratory framework , 2016 .

[20]  Trish Clokie,et al.  Graduate Employability and Communication Competence , 2016 .

[21]  A. Escobar The Impact of the Digital Revolution in the Development of Market and Communication Strategies for the Luxury Sector (Fashion Luxury) , 2016 .

[22]  B. Hillebrand,et al.  Is more customer control of services always better , 2016 .

[23]  Izzal Asnira Zolkepli,et al.  Social media adoption: The role of media needs and innovation characteristics , 2015, Comput. Hum. Behav..

[24]  P. Kenning,et al.  Utilitarian and Hedonic Motivators of Shoppers’ Decision to Consult with Salespeople , 2014 .

[25]  Chedia Dhaoui,et al.  An empirical study of luxury brand marketing effectiveness and its impact on consumer engagement on Facebook , 2014 .

[26]  Francis Dalisay,et al.  Leader–Member Conversational Quality , 2014 .

[27]  Patric R. Spence,et al.  Is that a bot running the social media feed? Testing the differences in perceptions of communication quality for a human agent and a bot agent on Twitter , 2014, Comput. Hum. Behav..

[28]  Robert E. Widing,et al.  Selling behaviours and sales performance: the moderating and mediating effects of interpersonal mentalizing , 2014 .

[29]  Ruth N. Bolton,et al.  Understanding Generation Y and their use of social media: a review and research agenda , 2013 .

[30]  Katja Hutter,et al.  The Impact of User Interactions in Social Media on Brand Awareness and Purchase Intention: The Case of MINI on Facebook , 2013 .

[31]  Viswanath Venkatesh,et al.  Leveraging Digital Technologies: How Information Quality Leads to Localized Capabilities and Customer Service Performance , 2013, MIS Q..

[32]  A. Woodside,et al.  Luxury Fashion and Culture , 2013 .

[33]  S. Jin The potential of social media for luxury brand management , 2012 .

[34]  Angella J. Kim,et al.  Do social media marketing activities enhance customer equity? An empirical study of luxury fashion brand , 2012 .

[35]  D. Mizerski,et al.  Self-congruity, brand attitude, and brand loyalty: a study on luxury brands , 2012 .

[36]  J. Henseler,et al.  Creating customer loyalty through service customization , 2012 .

[37]  Wei-Tsong Wang,et al.  Factors influencing mobile services adoption: A brand-equity perspective , 2012, Internet Res..

[38]  Jesko Perrey,et al.  Retail Marketing and Branding: A Definitive Guide to Maximizing ROI , 2011 .

[39]  D. Muntinga,et al.  Introducing COBRAs , 2011 .

[40]  S. Noble,et al.  The influence of C2C communications in online brand communities on customer purchase behavior , 2010 .

[41]  Angella J. Kim,et al.  Impacts of Luxury Fashion Brand’s Social Media Marketing on Customer Relationship and Purchase Intention , 2010 .

[42]  Teresa Correa,et al.  Who interacts on the Web?: The intersection of users' personality and social media use , 2010, Comput. Hum. Behav..

[43]  Marita Vos,et al.  Communication quality and added value: a measurement instrument for municipalities , 2009 .

[44]  Klaus-Peter Wiedmann,et al.  Value‐based segmentation of luxury consumption behavior , 2009 .

[45]  Paul Benjamin Lowry,et al.  The CMC Interactivity Model: How Interactivity Enhances Communication Quality and Process Satisfaction in Lean-Media Groups , 2009, J. Manag. Inf. Syst..

[46]  Mary Beth Rosson,et al.  How and why people Twitter: the role that micro-blogging plays in informal communication at work , 2009, GROUP.

[47]  Christopher M. Moore,et al.  The anatomy of the luxury fashion brand , 2009 .

[48]  Cynthia M. Webster,et al.  Effect of service provider's communication style on customer satisfaction in professional services setting: the moderating role of criticality and service nature , 2009 .

[49]  Alistair Williams,et al.  Luxury brand marketing – The experience is everything! , 2009 .

[50]  Jonathan D. McNeill,et al.  Communicator Style and Social Style , 2008 .

[51]  Yubo Chen,et al.  Online Consumer Review: Word-of-Mouth as a New Element of Marketing Communication Mix , 2004, Manag. Sci..

[52]  C. Droge,et al.  Service quality, trust, specific asset investment, and expertise: Direct and indirect effects in a satisfaction-loyalty framework , 2006 .

[53]  Chris Janiszewski,et al.  The Influence of Avatars on Online Consumer Shopping Behavior , 2006 .

[54]  John M. T. Balmer,et al.  Corporate marketing: Integrating corporate identity, corporate branding, corporate communications, corporate image and corporate reputation , 2006 .

[55]  F. Butler,et al.  Going my way , 2006 .

[56]  Brian H. Spitzberg Preliminary Development of a Model and Measure of Computer-Mediated Communication (CMC) Competence , 2006, J. Comput. Mediat. Commun..

[57]  Gi-Du Kang,et al.  The hierarchical structure of service quality: integration of technical and functional quality , 2006 .

[58]  Peeter W. J. Verlegh,et al.  The Firm's Management of Social Interactions , 2005 .

[59]  Stephen B. Castleberry,et al.  Salesperson Empathy and Listening: Impact on Relationship Outcomes , 2005 .

[60]  Per E. Pedersen,et al.  Intentions to use mobile services: Antecedents and cross-service comparisons , 2005 .

[61]  Tara M. Emmers-Sommer,et al.  The Effect of Communication Quality and Quantity Indicators on Intimacy and Relational Satisfaction , 2004 .

[62]  T. Redman,et al.  Managing Services: Should We Be Having Fun? , 2002 .

[63]  J. McAlexander,et al.  Building Brand Community , 2002 .

[64]  J. Crant,et al.  Dyadic Communication Relationships in Organizations: An Attribution/Expectancy Approach , 2000 .

[65]  Michael A. McCollough,et al.  Emotional Labor and the Difficult Customer: Coping Strategies of Service Agents and Organizational Consequences , 2000 .

[66]  Elliot Maltz,et al.  Is all communication created equal?: an investigation into the effects of communication mode on perceived information quality , 2000 .

[67]  K. Reynolds,et al.  Customer benefits and company consequences of customer-salesperson relationships in retailing , 1999 .

[68]  J. Mccroskey,et al.  Goodwill: A reexamination of the construct and its measurement , 1999 .

[69]  Joseph O. Rentz,et al.  A measure of service quality for retail stores: Scale development and validation , 1996 .

[70]  Jakki J. Mohr,et al.  Communication Flows in Distribution Channels: Impact on Assessments of Communication Quality and Satisfaction , 1995 .

[71]  Steven A. Taylor,et al.  An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions , 1994 .

[72]  D. O’Keefe Persuasion , 1990, The Handbook of Communication Skills.

[73]  Kitty O. Locker,et al.  Reviews: BUSINESS AND ADMINISTRATIVE COMMUNICATION (8TH ED.) Kitty O. Locker & Donna Kienzler. New York: McGraw-Hill/Ir win, 2008, 664 pages , 2009 .

[74]  Jimmy Van Heusen,et al.  Going My Way , 1944 .