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The purpose of this paper is to share Danielle Jeffries’ story.

Danielle wrote a biography of her experiences. Robert then asked a series of questions from the perspective of a mental health academic.

Danielle shared stories from her life, and how her experiences have shaped her, including being sectioned under the Mental Health Act.

Recovery narratives such as this give us an overview of only a single person’s experiences. However, they allow the person with lived experience to explore their story in depth.

What Danielle has written is very powerful. Her story will give readers an insight into her life and experiences.

There is so much to learn from stories such as Danielle’s. In particular, the way that she speaks about the impact of a diagnosis of borderline personality disorder.

This is the first time that Danielle has chosen to share her unique story. The value of Danielle sharing her story is apparent upon reading it.

The purpose of this paper is to share Robyn Clegg-Gibson’s story.

Robyn wrote a biography of her experiences. Robert then asked a series of questions from the perspective of a mental health academic researcher.

Robyn shared stories from her life, and how her experiences have shaped her life and herself.

Narratives such as this give us an overview of only a single person’s experiences. However, they allow the person with lived experience to explore their story in depth.

What Robyn has written is very emotional. Her story will give readers an insight into her life and experiences.

There is so much to learn from a story like Robyn’s. In particular, from her experiences of police processes after a crime.

To the best of the authors’ knowledge, this is the first time that Robyn has chosen to publish her unique story in the written form. The value of Robyn sharing her story is apparent upon reading it.

The purpose of this paper is to share Laura Scranage’s story.

Laura wrote a short piece detailing her journey and was then interviewed by Robert.

Laura spoke about the difficulties she has faced in life and how her experiences with horses have been deeply therapeutic.

Recovery narratives such as this give us an overview of only a single person’s experiences. However, they allow the person with lived experience to explore their story in depth.

Laura advocates for more research into how horses can be used in therapeutic interventions.

There is so much to learn from a story such as Laura’s, for those who have had similar experiences and for those who work in mental health services.

This is the first time that Laura has chosen to share her unique story.

Customer service conversations are becoming increasingly digital and automated, leaving service encounters impersonal. The purpose of this paper is to identify how customer service agents and conversational artificial intelligence (AI) applications can provide a personal touch and improve the customer experience in customer service. The authors offer a conceptual framework delineating how text-based customer service communication should be designed to increase relational personalization.

This paper presents a systematic literature review on conversation styles of conversational AI and integrates the extant research to inform the development of the proposed conceptual framework. Using social information processing theory as a theoretical lens, the authors extend the concept of relational personalization for text-based customer service communication.

The conceptual framework identifies conversation styles, whose degree of expression needs to be personalized to provide a personal touch and improve the customer experience in service. The personalization of these conversation styles depends on available psychological and individual customer knowledge, contextual factors such as the interaction and service type, as well as the freedom of communication the conversational AI or customer service agent has.

The article is the first to conduct a systematic literature review on conversation styles of conversational AI in customer service and to conceptualize critical elements of text-based customer service communication required to provide a personal touch with conversational AI. Furthermore, the authors provide managerial implications to advance customer service conversations with three types of conversational AI applications used in collaboration with customer service agents, namely conversational analytics, conversational coaching and chatbots.

This study aims to observe and discuss an emerging disintermediation in transportation, finance and health care, and explain how these three key areas depend on intermediary institutions that are the fruit of modern corporate governance conditions that find their roots in classical sociological theory.

The authors review and incorporate a diversity of research literature to explain the likelihood for the development and continuation of disintermediation.

The authors map two sociological perspectives (Emile Durkheim’s theory of interdependence and Herbert Spencer’s theory of contracts) to two modern corporate governance theories (resource dependence theory and agency theory). The authors then discuss the challenging social situation resulting from modern corporate governance and show how these conditions create the potential for a continuum of disintermediation across the specific and crucial economic sectors of transportation, finance and health care.

The implications of this theoretical integration can help organizational leaders navigate complex social and strategic issues and prepare for the consequences that may result from the emerging disintermediation.

Managers use several touchpoints to provide a positive experience for customers in an experience economy. Past studies ignored how the touchpoints complement one another in creating synergy, even though this issue has tremendous managerial implications. This research paper aims to examine the role of a set of value-driven touchpoints' in providing and managing the customer experience.

Four hypotheses were formulated concerning the relationship between various value-driven touchpoints and the consumer experience. Data were collected from 360 respondents, and an econometric model was fitted to the data.

The results showed that touchpoints representing economical, functional, informational and convenient values impact the customer experience and complement one another.

The findings of this study should assist managers in framing a customer-facing strategy for providing a positive experience to customers.

Using primary data and an econometric model, this research extends the theory on the relationship between value-driven touchpoints and customer experience, hence, adding value to the existing corpus of marketing literature.

The purpose of this study is to unearth antecedents of regrettable dining experiences related to the information source, action and inaction perspectives, dining companion influence and interactions among information source, the focal customer’s valence and the dining companion’s valence on regret, leading to sequential behavioral outcomes.

Using a scenario-based experimental study, 344 qualified questionnaires were collected. Univariate ANOVA and multiple linear regression analyses were implemented.

The results of this study reveal that action regret is more intense than inaction regret during the choice-making phase; dining companion negative feedback intensifies focal customer’s regret. The significance of the information source on regret disappeared when only one party reported negative feedback; conversely, when two parties in the co-consumption experience revealed negative feedback, the relationship between information source of choice and regret was sustained.

The nature of scenario-based design may lack realism. Thus, more field experiments are encouraged to test the propositions further. This research enhances our understanding of gastronomic experiences in a negative disconfirmation context, drawing upon action/inaction regret theory, attribution theory and the expectancy disconfirmation model.

From a triad relationship perspective, this study provides valuable input on who or what will be attributed to the issues when encountering a food and wine sensory failure. Additionally, insightful recommendations are supplied on avoiding the possibility of inducing the experience of regret and how practitioners can increase the potential for a memorable dining experience.

To the best of the authors’ knowledge, this is the first study that enriched the existing knowledge of regrettable dining experiences relating to information sources and social influence.