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Customer experience management in the age of big data analytics: A strategic framework

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  1. Ting-Chung Huang & Chien-Ta Ho, 2023. "Are Customers Always Right? The Importance of Sincerity and Keenness in Creating Retail Sustainable Development," Sustainability, MDPI, vol. 15(6), pages 1-14, March.
  2. Wenli Zou, Lili & Kin (Bennett) Yim, Chi & Wa Chan, Kimmy, 2022. "How firms can create delightful customer experience? Contrasting roles of future reward uncertainty," Journal of Business Research, Elsevier, vol. 147(C), pages 477-490.
  3. Chen, Yan & Zhang, Lei & Zhao, Yulu & Xu, Bing, 2022. "Implementation of penalized survival models in churn prediction of vehicle insurance," Journal of Business Research, Elsevier, vol. 153(C), pages 162-171.
  4. Arne De Keyser & Yves Van Vaerenbergh, 2024. "Beyond the snafu: Research directions in customer experience-led business transformation," AMS Review, Springer;Academy of Marketing Science, vol. 14(1), pages 144-157, June.
  5. Fotis Kitsios & Maria Kamariotou, 2021. "Artificial Intelligence and Business Strategy towards Digital Transformation: A Research Agenda," Sustainability, MDPI, vol. 13(4), pages 1-14, February.
  6. Shobhana Chandra & Sanjeev Verma, 2023. "Big Data and Sustainable Consumption: A Review and Research Agenda," Vision, , vol. 27(1), pages 11-23, February.
  7. Pallant, Jason I. & Pallant, Jessica L. & Sands, Sean J. & Ferraro, Carla R. & Afifi, Eslam, 2022. "When and how consumers are willing to exchange data with retailers: An exploratory segmentation," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
  8. Zha, Dongmei & Marvi, Reza & Foroudi, Pantea, 2023. "Synthesizing the customer experience concept: A multimodularity approach," Journal of Business Research, Elsevier, vol. 167(C).
  9. Tatjana Vasiljeva & Ilmars Kreituss & Ilze Lulle, 2021. "Artificial Intelligence: The Attitude of the Public and Representatives of Various Industries," JRFM, MDPI, vol. 14(8), pages 1-17, July.
  10. Shah, Tushar R., 2022. "Can big data analytics help organisations achieve sustainable competitive advantage? A developmental enquiry," Technology in Society, Elsevier, vol. 68(C).
  11. Reitsamer, Bernd F. & Becker, Larissa, 2024. "Customer journey partitioning: A customer-centric conceptualization beyond stages and touchpoints," Journal of Business Research, Elsevier, vol. 181(C).
  12. Villarroel Ordenes, Francisco & Silipo, Rosaria, 2021. "Machine learning for marketing on the KNIME Hub: The development of a live repository for marketing applications," Journal of Business Research, Elsevier, vol. 137(C), pages 393-410.
  13. Xue-Liang Pei & Jia-Ning Guo & Tung-Ju Wu & Wen-Xin Zhou & Shang-Pao Yeh, 2020. "Does the Effect of Customer Experience on Customer Satisfaction Create a Sustainable Competitive Advantage? A Comparative Study of Different Shopping Situations," Sustainability, MDPI, vol. 12(18), pages 1-19, September.
  14. Liu, Dewen & Han, Shenghao & Zhang, Jieqiong, 2022. "The golden mean: Research on the mechanism of customer participation in employee service innovation," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
  15. Saravanan Periyasami & Aravin Prince Periyasamy, 2022. "Metaverse as Future Promising Platform Business Model: Case Study on Fashion Value Chain," Businesses, MDPI, vol. 2(4), pages 1-19, November.
  16. Sarker, Moniruzzaman & Mohd-Any, Amrul Asraf & Kamarulzaman, Yusniza, 2021. "Validating a consumer-based service brand equity (CBSBE) model in the airline industry," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
  17. Lambillotte, Laetitia & Magrofuoco, Nathan & Poncin, Ingrid & Vanderdonckt, Jean, 2022. "Enhancing playful customer experience with personalization," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
  18. Gahler, Markus & Klein, Jan F. & Paul, Michael, 2021. "Customer-ExperienceTracking im Handel Echtzeitmessungen wirksam implementieren," Marketing Review St.Gallen, Universität St.Gallen, Institut für Marketing und Customer Insight, vol. 38(5), pages 18-25.
  19. Filieri, Raffaele & Alguezaui, Salma & Galati, Francesco & Raguseo, Elisabetta, 2023. "Customer experience with standard and premium Peer-To-Peer offerings: A mixed-method combining text analytics and qualitative analysis," Journal of Business Research, Elsevier, vol. 167(C).
  20. Sanja Obradović & Vladimir Stojanović & Aleksandra Tešin & Ivan Šećerov & Milana Pantelić & Dragan Dolinaj, 2022. "Memorable Tourist Experiences in National Parks: Impacts on Future Intentions and Environmentally Responsible Behavior," Sustainability, MDPI, vol. 15(1), pages 1-22, December.
  21. Chua, Celine & Li, Xue & Tan, Kim Hock & Yuen, Kum Fai, 2024. "Building sustainable performance in the maritime industry via digital resources and innovation," Transport Policy, Elsevier, vol. 149(C), pages 282-299.
  22. Fernando, Angeline Gautami & Aw, Eugene Cheng-Xi, 2023. "What do consumers want? A methodological framework to identify determinant product attributes from consumers’ online questions," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
  23. Marlé van Eyk & Danie Ferreira, 0000. "The characteristics of an online shopping experience within a retail context," Proceedings of Economics and Finance Conferences 14115925, International Institute of Social and Economic Sciences.
  24. Ramos, Célia M.Q. & Casado-Molina, Ana-María, 2021. "Online corporate reputation: A panel data approach and a reputation index proposal applied to the banking sector," Journal of Business Research, Elsevier, vol. 122(C), pages 121-130.
  25. Christian Homburg & Moritz Tischer, 2023. "Customer journey management capability in business-to-business markets: Its bright and dark sides and overall impact on firm performance," Journal of the Academy of Marketing Science, Springer, vol. 51(5), pages 1046-1074, September.
  26. Rosamartina, Schena & Giustina, Secundo & Domenico, De Fano & Pasquale, Del Vecchio & Angeloantonio, Russo, 2022. "Digital reputation and firm performance: The moderating role of firm orientation towards sustainable development goals (SDGs)," Journal of Business Research, Elsevier, vol. 152(C), pages 315-325.
  27. Li, Xi & Dahana, Wirawan Dony & Ye, Qiongwei & Peng, Luluo & Zhou, Jiaying, 2021. "How does shopping duration evolve and influence buying behavior? The role of marketing and shopping environment," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
  28. Weidig, Jakob & Weippert, Marco & Kuehnl, Christina, 2024. "Personalized touchpoints and customer experience: A conceptual synthesis," Journal of Business Research, Elsevier, vol. 177(C).
  29. Lu, Lin & Xu, Pei & Wang, Yen-Yao & Wang, Yu, 2023. "Measuring service quality with text analytics: Considering both importance and performance of consumer opinions on social and non-social online platforms," Journal of Business Research, Elsevier, vol. 169(C).
  30. Rintamäki, Timo & Saarijärvi, Hannu, 2021. "An integrative framework for managing customer value propositions," Journal of Business Research, Elsevier, vol. 134(C), pages 754-764.
  31. Nordin, Fredrik & Ravald, Annika, 2023. "The making of marketing decisions in modern marketing environments," Journal of Business Research, Elsevier, vol. 162(C).
  32. Saravanan Periyasami & Aravin Prince Periyasamy, 2022. "Metaverse as Future Promising Platform Business Model: Case Study on Fashion Value Chain," Businesses, MDPI, vol. 2(4), pages 1-21, November.
  33. Kwabena Abrokwah-Larbi, 2024. "The nexus between customer value analytics and SME performance in emerging market: a resource-based view perspective," Journal of Global Entrepreneurship Research, Springer;UNESCO Chair in Entrepreneurship, vol. 14(1), pages 1-20, December.
  34. Grewal, Dhruv & Herhausen, Dennis & Ludwig, Stephan & Villarroel Ordenes, Francisco, 2022. "The Future of Digital Communication Research: Considering Dynamics and Multimodality," Journal of Retailing, Elsevier, vol. 98(2), pages 224-240.
  35. de Kervenoael, Ronan & Schwob, Alexandre & Hasan, Rajibul & Psylla, Evangelia, 2024. "SIoT robots and consumer experiences in retail: Unpacking repeat purchase intention drivers leveraging computers are social actors (CASA) paradigm," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
  36. Fernando ALMEIDA & Samantha LOW-CHOY, 2021. "Exploring The Relationship Between Big Data And Firm Performance," Management Research and Practice, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 13(3), pages 43-57, September.
  37. Lewlisa Saha & Hrudaya Kumar Tripathy & Soumya Ranjan Nayak & Akash Kumar Bhoi & Paolo Barsocchi, 2021. "Amalgamation of Customer Relationship Management and Data Analytics in Different Business Sectors—A Systematic Literature Review," Sustainability, MDPI, vol. 13(9), pages 1-35, May.
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