Jahrgang 3 (2019), Heft 3

Conversational agents (CA) that interact with users in human language have become increasingly popular over the past years. This study explores antecedents of the user experience with CAs in hedonic digital services, utilizing the example of music...

It is well known that adolescents like to shop in groups and together with their friends. However, the term „friend” can have many different connotations among teenagers. Associations range from loose acquaintances to best friends, from...

Given the importance of brands in the service context, service companies in particular should be aware of the antecedents of employees’ brand citizenship behavior (BCB). Although a considerable number of antecedents of BCB have been identified,...

This paper investigates the importance of positive word-of-mouth (WOM) effects on estimating the customer lifetime value (CLV) in start-up businesses. In line with prior research, we assume that, especially in young companies such as start-ups,...