Citation Impact
Citing Papers
PLS-SEM’s most wanted guidance
2022 Standout
Influencer marketing on TikTok: The effectiveness of humor and followers’ hedonic experience
2022 Standout
Good, better, engaged? The effect of company-initiated customer engagement behavior on shareholder value
2017
Digital transformation: A multidisciplinary reflection and research agenda
2019 Standout
Understanding anthropomorphism in service provision: a meta-analysis of physical robots, chatbots, and other AI
2021 Standout
How Live Streaming Features Impact Consumers’ Purchase Intention in the Context of Cross-Border E-Commerce? A Research Based on SOR Theory
2021 Standout
Brave new world: service robots in the frontline
2018 Standout
Customer engagement in evolving technological environments: synopsis and guiding propositions
2019
Smart tourism: foundations and developments
2015 Standout
Promoting brand engagement behaviors and loyalty through perceived service value and innovativeness
2017
Effects of service quality and customer satisfaction on loyalty of bank customers
2021 Standout
Algorithms at Work: The New Contested Terrain of Control
2019 Standout
The mediation effect of customer satisfaction in the relationship between service quality, service orientation, and marketing mix strategy to customer loyalty
2018 Standout
China's “smart tourism destination” initiative: A taste of the service-dominant logic
2013
Embarrassed customers: the dark side of receiving help from others
2017
Enhancing consumer engagement in e-commerce live streaming via relational bonds
2020
Influencer marketing: Homophily, customer value co-creation behaviour and purchase intention
2022
Unraveling the dynamic and contingency mechanism between service experience and customer engagement with luxury hotel brands
2021
Rise of the Machines? Customer Engagement in Automated Service Interactions
2021 Standout
Perceived innovativeness of drone food delivery services and its impacts on attitude and behavioral intentions: The moderating role of gender and age
2019 Standout
Tourism analytics with massive user-generated content: A case study of Barcelona
2015 Standout
Consumer well‐being through engagement and innovation in higher education: A conceptual model and research propositions
2020
Role of Government to Enhance Digital Transformation in Small Service Business
2021 Standout
Human Trust in Artificial Intelligence: Review of Empirical Research
2020 Standout
A study of artificial intelligence on employee performance and work engagement: the moderating role of change leadership
2022 Standout
Designing conceptual articles: four approaches
2020 Standout
Covid-19 pandemic and online learning: the challenges and opportunities
2020 Standout
Artificial intelligence, robotics, advanced technologies and human resource management: a systematic review
2021 Standout
Service-dominant logic 2025
2016
Barriers of food delivery applications: A perspective from innovation resistance theory using mixed method
2023
Customer participation in services: domain, scope, and boundaries
2017
Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge
2002 Standout
Future scenarios of the collaborative economy
2018
Netnography as a tool for understanding customers: implications for service research and practice
2018
Zooming out: actor engagement beyond the dyadic
2018
Demystifying the effects of perceived risk and fear on customer engagement, co-creation and revisit intention during COVID-19: A protection motivation theory approach
2021
Over-the-top (OTT) retailing in the post pandemic world. Unveiling consumer drivers and barriers using a qualitative study
2023 Standout
Works of Tom Chen being referenced
Epilogue to the Special Issue and reflections on the future of engagement research
2016
Experience sharing
2012
Exploring positively- versus negatively-valenced brand engagement: a conceptual model
2014
Customer engagement behaviors: The role of service convenience, fairness and quality
2018
S-D logic–informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM
2016