Title / AuthorYear
Demystifying the effects of perceived risk and fear on customer engagement, co-creation and revisit intention during COVID-19: A protection motivation theory approach
RA Rather
Journal of Destination Marketing & Management 20, 100564
2021
Monitoring the impacts of tourism-based social media, risk perception and fear on tourist’s attitude and revisiting behaviour in the wake of COVID-19 pandemic
RA Rather
Current Issues in Tourism 24 (23), 3275-3283
2021
Customers’ service-related engagement, experience, and behavioral intent: Moderating role of age
RA Rather, LD Hollebeek
Journal of Retailing and Consumer Services 60, 102453
2021
First-time versus repeat tourism customer engagement, experience, and value cocreation: An empirical investigation
RA Rather, LD Hollebeek, SM Rasoolimanesh
Journal of Travel Research 61 (3), 549-564
2022
An assessment of corporate social responsibility on customer company identification and loyalty in banking industry: a PLS-SEM analysis
A Raza, RA Rather, MK Iqbal, US Bhutta
Management Research Review 43 (11), 1337-1370
2020
Impact of website attributes on customer engagement in banking: a solicitation of stimulus-organism-response theory
JU Islam, S Shahid, A Rasool, Z Rahman, I Khan, RA Rather
International Journal of Bank Marketing 38 (6), 1279-1303
2020
Positive and negative word of mouth (WOM) are not necessarily opposites: A reappraisal using the dual factor theory
M Talwar, S Talwar, P Kaur, AKMN Islam, A Dhir
Journal of Retailing and Consumer Services 63, 102396
2021
Perceived experience, perceived value and customer satisfaction as antecedents to loyalty among hotel guests
D Paulose, A Shakeel
Journal of quality assurance in hospitality & tourism 23 (2), 447-481
2022
Impact of customer experience and customer engagement on satisfaction and loyalty: A case study in Indonesia
S Zaid, P Patwayati
The Journal of Asian Finance, Economics and Business 8 (4), 983-992
2021
Tourist inspiration: How the wellness tourism experience inspires tourist engagement
M He, B Liu, Y Li
Journal of Hospitality & Tourism Research 47 (7), 1115-1135
2023
The effect of customer experience, customer satisfaction and word of mouth intention on customer loyalty: The moderating role of consumer demographics
W Manyanga, C Makanyeza, Z Muranda
Cogent Business & Management 9 (1), 2082015
2022
Destination branding in tourism: insights from social identification, attachment and experience theories
RA Rather, AH Najar, D Jaziri
Tourism in India, 53-67
2021
Shaping customer brand loyalty during the pandemic: The role of brand credibility, value congruence, experience, identification, and engagement
RA Rather, LD Hollebeek, T Vo‐Thanh, H Ramkissoon, A Leppiman, ...
Journal of Consumer Behaviour 21 (5), 1175-1189
2022
The impact of the magnitude of service failure and complaint handling on satisfaction and brand credibility in the banking industry
G Shams, MA Rehman, S Samad, RA Rather
Journal of Financial Services Marketing 25 (1), 25-34
2020
Exploring tourism-generated social media communication, brand equity, satisfaction, and loyalty: A PLS-SEM-based multi-sequential approach
AZ Abbasi, RA Rather, D Hooi Ting, S Nisar, K Hussain, MG Khwaja, ...
Journal of Vacation Marketing 30 (1), 93-109
2024
How customer experience incongruence affects omnichannel customer retention: The moderating role of channel characteristics
W Gao, W Li, H Fan, X Jia
Journal of Retailing and Consumer Services 60, 102487
2021
Experience vs quality: predicting satisfaction and loyalty in services
G Cetin
The Service Industries Journal 40 (15-16), 1167-1182
2020
Hospitality services in the post COVID-19 era: are we ready for high-tech and no touch service delivery in smart hotels?
SH Chen, SY Tzeng, A Tham, PX Chu
Journal of Hospitality Marketing & Management 30 (8), 905-928
2021
The landscape of customer engagement in hospitality and tourism: a systematic review
F Hao
International Journal of Contemporary Hospitality Management 32 (5), 1837-1860
2020
Effects of sensory marketing on customer satisfaction and revisit intention in the hotel industry: the moderating roles of customers’ prior experience and gender
WH Kim, SH Lee, KS Kim
Anatolia 31 (4), 523-535
2020
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