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Customer Experience Creation: Determinants, Dynamics and Management Strategies

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Cited by:

  1. Bartschat, Maria & Cziehso, Gerrit & Hennig-Thurau, Thorsten, 2022. "Searching for word of mouth in the digital age: Determinants of consumers’ uses of face-to-face information, internet opinion sites, and social media," Journal of Business Research, Elsevier, vol. 141(C), pages 393-409.
  2. Das, Manoj & Ramalingam, Mahesh, 2022. "What drives product involvement and satisfaction with OFDs amid COVID-19?," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
  3. Kumar, V. & Anand, Ankit & Song, Hyunseok, 2017. "Future of Retailer Profitability: An Organizing Framework," Journal of Retailing, Elsevier, vol. 93(1), pages 96-119.
  4. Holmqvist, Jonas & Wirtz, Jochen & Fritze, Martin P., 2020. "Luxury in the digital age: A multi-actor service encounter perspective," Journal of Business Research, Elsevier, vol. 121(C), pages 747-756.
  5. Jasenko Arsenovic & Bo Edvardsson & Bård Tronvoll, 2019. "Moving Toward Collaborative Service Recovery: A Multiactor Orientation," Service Science, INFORMS, vol. 11(3), pages 201-212, October.
  6. Steins, Mark & Becker, Marc & Odekerken-Schröder, Gaby & Mathmann, Frank & Mahr, Dominik & Russell-Bennett, Rebekah, 2024. "Do we think and feel Alike? field evidence on developing a shared reality when dealing with service robots," Journal of Business Research, Elsevier, vol. 180(C).
  7. McLean, Graeme & Osei-Frimpong, Kofi, 2019. "Chat now… Examining the variables influencing the use of online live chat," Technological Forecasting and Social Change, Elsevier, vol. 146(C), pages 55-67.
  8. Majdi A. Quttainah, 2020. "The Role of Organizational Trust and JOY in Organization’s Strategic Behaviour," FIIB Business Review, , vol. 9(1), pages 42-54, March.
  9. Jin-Kyu Kim & Jae-Jang Yang & Yong-Ki Lee, 2023. "How Do Self-Service Kiosks Improve COVID-19 Pandemic Resilience in the Restaurant Industry?," Sustainability, MDPI, vol. 15(13), pages 1-21, June.
  10. Liu, Hongfei & Jayawardhena, Chanaka & Shukla, Paurav & Osburg, Victoria-Sophie & Yoganathan, Vignesh, 2024. "Electronic word of mouth 2.0 (eWOM 2.0) – The evolution of eWOM research in the new age," Journal of Business Research, Elsevier, vol. 176(C).
  11. Le, Hoang Tran Phuoc Mai & Kim, Dongyoup & Park, Jungkun, 2024. "The way to generate customer citizenship behavior with customer experience," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
  12. Ho Thanh & Nguyen Suong & Nguyen Huong & Nguyen Ngoc & Man Dac-Sang & Le Thao-Giang, 2023. "An Extended RFM Model for Customer Behaviour and Demographic Analysis in Retail Industry," Business Systems Research, Sciendo, vol. 14(1), pages 26-53, September.
  13. Lez Trujillo-Torres & Eda Anlamlier & Laetitia Mimoun & Lagnajita Chatterjee & Delphine Dion, 2024. "Access-based customer journeys," Journal of the Academy of Marketing Science, Springer, vol. 52(1), pages 24-43, January.
  14. Bolton, Ruth N. & Gustafsson, Anders & Tarasi, Crina O. & Witell, Lars, 2022. "Managing a Global Retail Brand in Different Markets: Meta-Analyses of Customer Responses to Service Encounters," Journal of Retailing, Elsevier, vol. 98(2), pages 294-314.
  15. Mohd Haizam Mohd Saudi & Obsatar Sinaga & Djoko Roespinoedji & Mohd Shahril Ahmad Razimi, 2019. "Environmental Sustainability in the Fourth Industrial Revolution: The Nexus between Green Product and Green Process Innovation," International Journal of Energy Economics and Policy, Econjournals, vol. 9(5), pages 363-370.
  16. AlKheder, Sharaf, 2021. "Passengers intentions towards self-services check-in, Kuwait airport as a case study," Technological Forecasting and Social Change, Elsevier, vol. 169(C).
  17. Saarijärvi, Hannu & Mitronen, Lasse & Yrjölä, Mika, 2014. "From selling to supporting – Leveraging mobile services in the context of food retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 21(1), pages 26-36.
  18. Ilhan, Behice Ece & Kübler, Raoul V. & Pauwels, Koen H., 2018. "Battle of the Brand Fans: Impact of Brand Attack and Defense on Social Media," Journal of Interactive Marketing, Elsevier, vol. 43(C), pages 33-51.
  19. Carlota Lorenzo-Romero & María Cordente-Rodríguez & María-del-Carmen Alarcón-del-Amo, 2019. "Open Collaboration as Marketing Transformation Strategy in Online Markets: The Case of the Fashion Sector," Resources, MDPI, vol. 8(4), pages 1-25, October.
  20. Escudero-Gómez, Luis Alfonso, 2024. "Shopping centers challenging decline: Competitive strategies in three case studies from Madrid's urban area," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
  21. Shefali Jaiswal & Anurag Singh, 2020. "Influence of the Determinants of Online Customer Experience on Online Customer Satisfaction," Paradigm, , vol. 24(1), pages 41-55, June.
  22. AbedRabbo, Majd & Hart, Cathryn & Ellis-Chadwick, Fiona & AlMalak, Zeina, 2022. "Towards rebuilding the highstreet: Learning from customers’ town centre shopping journeys," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
  23. Troiville, Julien & Hair, Joe F. & Cliquet, Gérard, 2019. "Definition, conceptualization and measurement of consumer-based retailer brand equity," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 73-84.
  24. Pizzi, Gabriele & Vannucci, Virginia & Aiello, Gaetano, 2020. "Branding in the time of virtual reality: Are virtual store brand perceptions real?," Journal of Business Research, Elsevier, vol. 119(C), pages 502-510.
  25. Kumar, Prashant & Polonsky, Micheal Jay, 2019. "In-store experience quality and perceived credibility: A green retailer context," Journal of Retailing and Consumer Services, Elsevier, vol. 49(C), pages 23-34.
  26. Antonio Sergio da Silva & Milton Carlos Farina & Maria Aparecida Gouvêa & Denis Donaire, 2015. "A Model of Antecedents for the Co-Creation of Value in Health Care: An Application of Structural Equation Modeling," Brazilian Business Review, Fucape Business School, vol. 12(6), pages 121-149, November.
  27. Emna Cherif & Corinne Rochette & Elisabeth Martin Verdier, 2020. "Investigating the healthcare pathway through patients’ experience and profiles: implications for breast cancer healthcare providers," Post-Print hal-03091387, HAL.
  28. Xi Chen & Chunlan Jiao & Ran Ji & Yu Li, 2021. "Examining Customer Motivation and Its Impact on Customer Engagement Behavior in Social Media: The Mediating Effect of Brand Experience," SAGE Open, , vol. 11(4), pages 21582440211, October.
  29. Wirtz, Jochen & Ehret, Michael, 2017. "Capturing Value in the Service Economy," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 1(1), pages 22-38.
  30. Umut Ünal & Rıfgı Buğra Bağcı & Mertcan Taşçıoğlu, 2024. "The perfect combination to win the competition: Bringing sustainability and customer experience together," Business Strategy and the Environment, Wiley Blackwell, vol. 33(5), pages 4806-4824, July.
  31. Polo, Yolanda & Sese, F. Javier & Verhoef, Peter C., 2011. "The Effect of Pricing and Advertising on Customer Retention in a Liberalizing Market," Journal of Interactive Marketing, Elsevier, vol. 25(4), pages 201-214.
  32. Zhou, Jiaying & Dahana, Wirawan Dony & Ye, Qiongwei & Zhang, Qingyu & Ye, Mingqi & Li, Xi, 2023. "Hedonic service consumption and its dynamic effects on sales in the brick-and-mortar retail context," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
  33. Aurélia Michaud-Trévinal & Thomas Stenger, 2014. "Toward a conceptualization of the online shopping experience," Post-Print hal-01743643, HAL.
  34. Nierobisch, Tim & Toporowski, Waldemar & Dannewald, Till & Jahn, Steffen, 2017. "Flagship stores for FMCG national brands: Do they improve brand cognitions and create favorable consumer reactions?," Journal of Retailing and Consumer Services, Elsevier, vol. 34(C), pages 117-137.
  35. Rather, Raouf Ahmad & Hollebeek, Linda D., 2021. "Customers’ service-related engagement, experience, and behavioral intent: Moderating role of age," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
  36. Gannon, Martin & Taheri, Babak & Olya, Hossein, 2019. "Festival quality, self-connection, and bragging," Annals of Tourism Research, Elsevier, vol. 76(C), pages 239-252.
  37. Badra Sandamali Galdolage, 2021. "Barriers for Entering the Digital World: Exploring Customer Value Co-destruction in Self-Service Technologies," FIIB Business Review, , vol. 10(3), pages 276-289, September.
  38. Stein, Alisha & Ramaseshan, B., 2016. "Towards the identification of customer experience touch point elements," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 8-19.
  39. Enrique Bigne & Carla Ruiz & Carmen Perez-Cabañero & Antonio Cuenca, 2023. "Are customer star ratings and sentiments aligned? A deep learning study of the customer service experience in tourism destinations," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 281-314, March.
  40. Beatriz Cavalcante Chamie & Ana Akemi Ikeda, 2015. "The Value for the Consumer in Retail," Brazilian Business Review, Fucape Business School, vol. 12(2), pages 46-65, March.
  41. Verhoef, Peter C. & Lemon, Katherine N., 2013. "Successful customer value management: Key lessons and emerging trends," European Management Journal, Elsevier, vol. 31(1), pages 1-15.
  42. Galina Biedenbach & Thomas Biedenbach & Peter Hultén & Veronika Tarnovskaya, 2022. "Organizational resilience and internal branding: investigating the effects triggered by self-service technology," Journal of Brand Management, Palgrave Macmillan, vol. 29(4), pages 420-433, July.
  43. Li, Jing & Konuş, Umut & Pauwels, Koen & Langerak, Fred, 2015. "The Hare and the Tortoise: Do Earlier Adopters of Online Channels Purchase More?," Journal of Retailing, Elsevier, vol. 91(2), pages 289-308.
  44. Arrigo, Elisa, 2018. "The flagship stores as sustainability communication channels for luxury fashion retailers," Journal of Retailing and Consumer Services, Elsevier, vol. 44(C), pages 170-177.
  45. Rizomyliotis, Ioannis & Kastanakis, Minas N. & Giovanis, Apostolos & Konstantoulaki, Kleopatra & Kostopoulos, Ioannis, 2022. "“How mAy I help you today?” The use of AI chatbots in small family businesses and the moderating role of customer affective commitment," Journal of Business Research, Elsevier, vol. 153(C), pages 329-340.
  46. Hart, Phillip M. & Dale, Rick, 2014. "With or without you: The positive and negative influence of retail companions," Journal of Retailing and Consumer Services, Elsevier, vol. 21(5), pages 780-787.
  47. Blanca Hernández-Ortega & José L. Franco, 2019. "Developing a new conceptual framework for experience and value creation," Service Business, Springer;Pan-Pacific Business Association, vol. 13(2), pages 225-248, June.
  48. Nitin Upadhyay & Aakash Kamble, 2024. "Why can’t we help but love mobile banking chatbots? Perspective of stimulus-organism-response," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(3), pages 855-872, September.
  49. Bügel, Marnix S. & Verhoef, Peter C. & Buunk, Abraham P., 2011. "Customer intimacy and commitment to relationships with firms in five different sectors: Preliminary evidence," Journal of Retailing and Consumer Services, Elsevier, vol. 18(4), pages 247-258.
  50. Lee, Hyun-Joo & Yang, Kiseol, 2013. "Interpersonal service quality, self-service technology (SST) service quality, and retail patronage," Journal of Retailing and Consumer Services, Elsevier, vol. 20(1), pages 51-57.
  51. Xu, Yingzi & Shieh, Chih-Hui & van Esch, Patrick & Ling, I-Ling, 2020. "AI customer service: Task complexity, problem-solving ability, and usage intention," Australasian marketing journal, Elsevier, vol. 28(4), pages 189-199.
  52. Lin, Jiun-Sheng Chris & Hsieh, Pei-Ling, 2011. "Assessing the Self-service Technology Encounters: Development and Validation of SSTQUAL Scale," Journal of Retailing, Elsevier, vol. 87(2), pages 194-206.
  53. Christian Nedu Osakwe & Miloslava Chovancová, 2015. "Exploring Online Shopping Behaviour within the Context of Online Advertisement, Customer Service Experience Consciousness and Price Comparison Websites: Perspectives from Young Female Shoppers in the ," Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, Mendel University Press, vol. 63(2), pages 595-605.
  54. Nur Afifah, 2017. "Antecedent and Consequence of Customer Company Identification toward Relationship Marketing at PDAM Tirta Khatulistiwa Pontianak, West Kalimantan Indonesia," GATR Journals jmmr137, Global Academy of Training and Research (GATR) Enterprise.
  55. Troiville, Julien, 2024. "Connecting the dots between brand equity and brand loyalty for retailers: The mediating roles of brand attitudes and word-of-mouth communication," Journal of Business Research, Elsevier, vol. 177(C).
  56. Elisabeth Kastenholz & Diana Cunha & Ainhize Eletxigerra & Mariana Carvalho & Isabel Silva, 2022. "The Experience Economy in a Wine Destination—Analysing Visitor Reviews," Sustainability, MDPI, vol. 14(15), pages 1-19, July.
  57. Jack Coffin & Andreas Chatzidakis, 2021. "The Möbius strip of market spatiality: mobilizing transdisciplinary dialogues between CCT and the marketing mainstream," AMS Review, Springer;Academy of Marketing Science, vol. 11(1), pages 40-59, June.
  58. Priyanka Singh & Maninder Singh, 2018. "Analysing and Prioritizing the Antecedents of Customer Shopping Experience Using Analytical Hierarchy Process (AHP) Modelling," IIM Kozhikode Society & Management Review, , vol. 7(1), pages 59-74, January.
  59. Yakhlef, Ali & Nordin, Fredrik, 2021. "Effects of firm presence in customer-owned touch points: A self-determination perspective," Journal of Business Research, Elsevier, vol. 130(C), pages 473-481.
  60. João M. Lopes & Ana Sousa & Eva Calçada & José Oliveira, 2022. "A citation and co-citation bibliometric analysis of omnichannel marketing research," Management Review Quarterly, Springer, vol. 72(4), pages 1017-1050, December.
  61. Szocs, Courtney & Kim, Yeseul & Lim, Mikyoung & Mera, Christian Arroyo & Biswas, Dipayan, 2023. "The store of the future: Engaging customers through sensory elements, personalized atmospherics, and interpersonal interaction," Journal of Retailing, Elsevier, vol. 99(4), pages 605-620.
  62. Henkel, Laura & Toporowski, Waldemar, 2021. "Hurry up! The effect of pop-up stores’ ephemerality on consumers’ intention to visit," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
  63. Dhananjay Bapat & Jayanthi Thanigan, 2016. "Exploring Relationship among Brand Experience Dimensions, Brand Evaluation and Brand Loyalty," Global Business Review, International Management Institute, vol. 17(6), pages 1357-1372, December.
  64. Pieper, Nadine & Woisetschläger, David M., 2024. "Customer misbehavior in access-based mobility services: An examination of prevention strategies," Journal of Business Research, Elsevier, vol. 171(C).
  65. Narges Delafrooz & Marzieh Zendehdel & Maryam Fathipoor, 2017. "The Effect of Social Media on Customer Loyalty and Company Performance of Insurance Industry," International Journal of Economics and Financial Issues, Econjournals, vol. 7(3), pages 254-264.
  66. Imroz Mahmud & Shamsad Ahmed & Farid Ahammad Sobhani & Md Aminul Islam & Samira Sahel, 2023. "The Influence of Mall Management Dimensions on Perceived Experience and Patronage Intentions in an Emerging Economy," Sustainability, MDPI, vol. 15(4), pages 1-16, February.
  67. Kumar, Anand & Bala, Pradip Kumar & Chakraborty, Shibashish & Behera, Rajat Kumar, 2024. "Exploring antecedents impacting user satisfaction with voice assistant app: A text mining-based analysis on Alexa services," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
  68. Nguyen Hong Quan & Nguyen Thi Binh & Bui Thi Ly, 2022. "Impact of smart locker use on customer satisfaction of online shoppers in Vietnam," Palgrave Communications, Palgrave Macmillan, vol. 9(1), pages 1-11, December.
  69. Larissa Becker & Elina Jaakkola, 2020. "Customer experience: fundamental premises and implications for research," Journal of the Academy of Marketing Science, Springer, vol. 48(4), pages 630-648, July.
  70. Srivastava, Mala & Kaul, Dimple, 2014. "Social interaction, convenience and customer satisfaction: The mediating effect of customer experience," Journal of Retailing and Consumer Services, Elsevier, vol. 21(6), pages 1028-1037.
  71. Rouxelle de Villiers & Linda Coleman, 2017. "Building Internal Competencies Capabilities and Capacity to Deliver Great Customer Experiences," International Journal of Business and Economics, School of Management Development, Feng Chia University, Taichung, Taiwan, vol. 16(2), pages 167-169, December.
  72. Lowe, Jennifer & Maggioni, Isabella & Sands, Sean, 2018. "Critical success factors of temporary retail activations: A multi-actor perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 74-81.
  73. Yoganathan, Vignesh & Osburg, Victoria-Sophie & Akhtar, Pervaiz, 2019. "Sensory stimulation for sensible consumption: Multisensory marketing for e-tailing of ethical brands," Journal of Business Research, Elsevier, vol. 96(C), pages 386-396.
  74. Uzir, Md Uzir Hossain & Al Halbusi, Hussam & Lim, Rodney & Jerin, Ishraq & Abdul Hamid, Abu Bakar & Ramayah, Thurasamy & Haque, Ahasanul, 2021. "Applied Artificial Intelligence and user satisfaction: Smartwatch usage for healthcare in Bangladesh during COVID-19," Technology in Society, Elsevier, vol. 67(C).
  75. Söderlund, Magnus & Sagfossen, Sofie, 2017. "The consumer experience: The impact of supplier effort and consumer effort on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 39(C), pages 219-229.
  76. Chen, Shu-Ching, 2015. "Customer value and customer loyalty: Is competition a missing link?," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 107-116.
  77. Begum Dilara Emiroglu, 2021. "Other Tourists as Part of Tourism Product," Journal of Tourismology, Istanbul University, Faculty of Economics, vol. 7(2), pages 171-194, December.
  78. Paulo Botelho Pires & José Duarte Santos & Pedro Quelhas de Brito & David Nunes Marques, 2022. "Connecting Digital Channels to Consumers’ Purchase Decision-Making Process in Online Stores," Sustainability, MDPI, vol. 14(21), pages 1-21, November.
  79. Wagner, Gerhard & Schramm-Klein, Hanna & Steinmann, Sascha, 2020. "Online retailing across e-channels and e-channel touchpoints: Empirical studies of consumer behavior in the multichannel e-commerce environment," Journal of Business Research, Elsevier, vol. 107(C), pages 256-270.
  80. Dolbec, Pierre-Yann & Chebat, Jean-Charles, 2013. "The Impact of a Flagship vs. a Brand Store on Brand Attitude, Brand Attachment and Brand Equity," Journal of Retailing, Elsevier, vol. 89(4), pages 460-466.
  81. White, Allyn & Breazeale, Michael & Collier, Joel E., 2012. "The Effects of Perceived Fairness on Customer Responses to Retailer SST Push Policies," Journal of Retailing, Elsevier, vol. 88(2), pages 250-261.
  82. Anita Pansari & V. Kumar, 2017. "Customer engagement: the construct, antecedents, and consequences," Journal of the Academy of Marketing Science, Springer, vol. 45(3), pages 294-311, May.
  83. Shahid, Shadma & Paul, Justin, 2021. "Intrinsic motivation of luxury consumers in an emerging market," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
  84. Shukla, Paurav & Banerjee, Madhumita & Singh, Jaywant, 2016. "Customer commitment to luxury brands: Antecedents and consequences," Journal of Business Research, Elsevier, vol. 69(1), pages 323-331.
  85. Waqas, Muhammad & Salleh, Noor Akma Mohd & Hamzah, Zalfa Laili, 2021. "Branded Content Experience in Social Media: Conceptualization, Scale Development, and Validation," Journal of Interactive Marketing, Elsevier, vol. 56(C), pages 106-120.
  86. Berry, Leonard L. & Bolton, Ruth N. & Bridges, Cheryl H. & Meyer, Jeffrey & Parasuraman, A. & Seiders, Kathleen, 2010. "Opportunities for Innovation in the Delivery of Interactive Retail Services," Journal of Interactive Marketing, Elsevier, vol. 24(2), pages 155-167.
  87. Mehak Goyal & Pankaj Deshwal, 2023. "Online post-purchase customer experience: a qualitative study using NVivo software," Quality & Quantity: International Journal of Methodology, Springer, vol. 57(4), pages 3763-3781, August.
  88. Ittamalla, Rajesh & Srinivas Kumar, Daruri Venkata, 2021. "Determinants of holistic passenger experience in public transportation: Scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
  89. Bill Merrilees, 2017. "Experience-centric branding: challenges and advancing a new mantra for corporate brand governance," Journal of Brand Management, Palgrave Macmillan, vol. 24(1), pages 1-13, January.
  90. Ngo, Liem Viet & Northey, Gavin & Duffy, Sarah & Thao, Hoang Thi Phuong & Tam, Le Thi Hong, 2016. "Perceptions of others, mindfulness, and brand experience in retail service setting," Journal of Retailing and Consumer Services, Elsevier, vol. 33(C), pages 43-52.
  91. Hess, Nicole J. & Kelley, Corinne M. & Scott, Maura L. & Mende, Martin & Schumann, Jan H., 2020. "Getting Personal in Public!? How Consumers Respond to Public Personalized Advertising in Retail Stores," Journal of Retailing, Elsevier, vol. 96(3), pages 344-361.
  92. Cocco, Helen & Demoulin, Nathalie T.M., 2022. "Designing a seamless shopping journey through omnichannel retailer integration," Journal of Business Research, Elsevier, vol. 150(C), pages 461-475.
  93. Verhulst, Nanouk & Vermeir, Iris & Slabbinck, Hendrik & Larivière, Bart & Mauri, Maurizio & Russo, Vincenzo, 2020. "A neurophysiological exploration of the dynamic nature of emotions during the customer experience," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
  94. Tong Wang & Cheng He & Fujie Jin & Yu Jeffrey Hu, 2022. "Evaluating the Effectiveness of Marketing Campaigns for Malls Using a Novel Interpretable Machine Learning Model," Information Systems Research, INFORMS, vol. 33(2), pages 659-677, June.
  95. Massara, Francesco & Scarpi, Daniele & Melara, Robert D. & Porcheddu, Daniele, 2018. "Affect transfer from national brands to store brands in multi-brand stores," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 103-110.
  96. Jing Lyu & Sha Fang, 2022. "Exploring Customers’ Experiences with P2P Accommodations: Measurement Scale Development and Validation in the Chinese Market," Sustainability, MDPI, vol. 14(14), pages 1-21, July.
  97. Miguel Llorens & Adolfo Hernández, 2021. "A study on the downloading intention of fashion retailers’ apps," Journal of Marketing Analytics, Palgrave Macmillan, vol. 9(4), pages 349-362, December.
  98. Wang, Fang & Du, Zhao & Wang, Shan, 2023. "Information multidimensionality in online customer reviews," Journal of Business Research, Elsevier, vol. 159(C).
  99. Shuvam Chatterjee & Pawel Bryla & Mahmoud Ibraheam Saleh, 2024. "Cross-cultural differences in the effects of the ambient scent on in-store behavior: the role of companionship," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 51(3), pages 339-354, September.
  100. Barta, Sergio & Flavián, Carlos & Gurrea, Raquel, 2021. "Managing consumer experience and online flow: Differences in handheld devices vs PCs," Technology in Society, Elsevier, vol. 64(C).
  101. Bassano, Clara & Piciocchi, Paolo & Spohrer, James (Jim) C. & Pietronudo, Maria Cristina, 2018. "Managing value co-creation in consumer service systems within smart retail settings," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 190-197.
  102. Lubart, Allan & Capelli, Sonia, 2024. "Gamification of the point of sale using hybrid-reality games: Non-players' negative influence on players' service experience," Technological Forecasting and Social Change, Elsevier, vol. 203(C).
  103. Eachempati, Prajwal & Srivastava, Praveen Ranjan & Kumar, Ajay & Muñoz de Prat, Javier & Delen, Dursun, 2022. "Can customer sentiment impact firm value? An integrated text mining approach," Technological Forecasting and Social Change, Elsevier, vol. 174(C).
  104. Zhu, Zhen & Nakata, Cheryl & Sivakumar, K. & Grewal, Dhruv, 2013. "Fix It or Leave It? Customer Recovery from Self-service Technology Failures," Journal of Retailing, Elsevier, vol. 89(1), pages 15-29.
  105. Anshu, Kumari & Gaur, Loveleen & Singh, Gurmeet, 2022. "Impact of customer experience on attitude and repurchase intention in online grocery retailing: A moderation mechanism of value Co-creation," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
  106. Dwivedi, Abhishek & Nayeem, Tahmid & Murshed, Feisal, 2018. "Brand experience and consumers’ willingness-to-pay (WTP) a price premium: Mediating role of brand credibility and perceived uniqueness," Journal of Retailing and Consumer Services, Elsevier, vol. 44(C), pages 100-107.
  107. Roggeveen, Anne L. & Grewal, Dhruv & Schweiger, Elisa B., 2020. "The DAST Framework for Retail Atmospherics: The Impact of In- and Out-of-Store Retail Journey Touchpoints on the Customer Experience," Journal of Retailing, Elsevier, vol. 96(1), pages 128-137.
  108. Terblanche, Nic S. & Kidd, Martin, 2021. "Exploring an in-store customer journey for customers shopping for outdoor apparel," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
  109. Baxendale, Shane & Macdonald, Emma K. & Wilson, Hugh N., 2015. "The Impact of Different Touchpoints on Brand Consideration," Journal of Retailing, Elsevier, vol. 91(2), pages 235-253.
  110. Hyunjoon Kim & Jinkyung Jenny Kim & Muhammad Asif, 2019. "The Antecedents and Consequences of Travelers’ Well-Being Perceptions: Focusing on Chinese Tourist Shopping at a Duty Free," IJERPH, MDPI, vol. 16(24), pages 1-22, December.
  111. Paul M. Torrens, 2023. "Agent models of customer journeys on retail high streets," Journal of Economic Interaction and Coordination, Springer;Society for Economic Science with Heterogeneous Interacting Agents, vol. 18(1), pages 87-128, January.
  112. Roggeveen, Anne L. & Rosengren, Sara, 2022. "From customer experience to human experience: Uses of systematized and non-systematized knowledge," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
  113. Orth, Ulrich R. & Crouch, Roberta C., 2014. "Is Beauty in the Aisles of the Retailer? Package Processing in Visually Complex Contexts," Journal of Retailing, Elsevier, vol. 90(4), pages 524-537.
  114. Zhijun Chen & Chongwoo Choe & Noriaki Matsushima, 2020. "Competitive Personalized Pricing," Management Science, INFORMS, vol. 66(9), pages 4003-4023, September.
  115. Brunner-Sperdin, Alexandra & Scholl-Grissemann, Ursula S. & Stokburger-Sauer, Nicola E., 2014. "The relevance of holistic website perception. How sense-making and exploration cues guide consumers' emotions and behaviors," Journal of Business Research, Elsevier, vol. 67(12), pages 2515-2522.
  116. Nguyen Bac Nguyen & João Carlos Rosmaninho Menezes, 2021. "The thirty-year evolution of customer-to-customer interaction research: a systematic literature review and research implications," Service Business, Springer;Pan-Pacific Business Association, vol. 15(3), pages 391-444, September.
  117. Viriya Taecharungroj & Olga Rauhut Kompaniets, 2024. "Decoding Nordic cities: uncovering multi-level place experiences from tweets for effective city branding," Place Branding and Public Diplomacy, Palgrave Macmillan, vol. 20(2), pages 157-179, June.
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