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Building Great Customer Experiences

Citations

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Cited by:

  1. Hugo Martins & Paulo Carvalho & Nuno Almeida, 2021. "Destination Brand Experience: A Study Case in Touristic Context of the Peneda-Gerês National Park," Sustainability, MDPI, vol. 13(21), pages 1-17, October.
  2. Jiang, Kai & Luk, Sherriff Ting-kwong & Cardinali, Silvio, 2018. "The role of pre-consumption experience in perceived value of retailer brands: Consumers' experience from emerging markets," Journal of Business Research, Elsevier, vol. 86(C), pages 374-385.
  3. Pearce, Philip L., 2020. "Tourists' perception of time: Directions for design," Annals of Tourism Research, Elsevier, vol. 83(C).
  4. Cao, Yue & Dong, Yizhe & Ma, Diandian & Sun, Li, 2021. "Customer concentration and corporate risk-taking," Journal of Financial Stability, Elsevier, vol. 54(C).
  5. Cristobal Rodolfo Guerra-Tamez & María-Laura Franco-García, 2022. "Influence of Flow Experience, Perceived Value and CSR in Craft Beer Consumer Loyalty: A Comparison between Mexico and The Netherlands," Sustainability, MDPI, vol. 14(13), pages 1-22, July.
  6. Muhammad Waqas & Zalfa Laili Binti Hamzah & Noor Akma Mohd Salleh, 2021. "Customer experience: a systematic literature review and consumer culture theory-based conceptualisation," Management Review Quarterly, Springer, vol. 71(1), pages 135-176, February.
  7. Mauricy A. Motta-Filho, 2021. "Brand experience manual: bridging the gap between brand strategy and customer experience," Review of Managerial Science, Springer, vol. 15(5), pages 1173-1204, July.
  8. Jatinder Singh & Oriol Iglesias & Joan Batista-Foguet, 2012. "Does Having an Ethical Brand Matter? The Influence of Consumer Perceived Ethicality on Trust, Affect and Loyalty," Journal of Business Ethics, Springer, vol. 111(4), pages 541-549, December.
  9. Daniela Quiñones & Luis Rojas, 2022. "CHECKHI: A Checklist for Evaluating the Customer Experience of Tourism in the Hotel Industry," Sustainability, MDPI, vol. 14(24), pages 1-32, December.
  10. Katarzyna Dziewanowska, 2015. "Dimensions of Real and Virtual Consumer Experiences," Faculty of Management Working Paper Series 42015, University of Warsaw, Faculty of Management.
  11. Corina Paula TARTA, 2013. "The Perception Of Young Romanians On Experiential Marketing," Management and Marketing Journal, University of Craiova, Faculty of Economics and Business Administration, vol. 0(2), pages 311-321, November.
  12. Jacques Beukes & Hein Prinsloo & Theuns G Pelser, 2017. "Customer Service Expectations from South African Alcoholic Beverage Suppliers in Urban and Rural Areas," Journal of Economics and Behavioral Studies, AMH International, vol. 9(3), pages 28-45.
  13. Baird, Michael & Ouschan, Robyn & Phau, Ian, 2011. "Discrepancies of positive and negative consumption expectations in high risk drinking experiences," Australasian marketing journal, Elsevier, vol. 19(1), pages 1-6.
  14. Kim, Dohee & Park, Byung-Jin (Robert), 2017. "The moderating role of context in the effects of choice attributes on hotel choice: A discrete choice experiment," Tourism Management, Elsevier, vol. 63(C), pages 439-451.
  15. Holbrook, Morris B., 2006. "Consumption experience, customer value, and subjective personal introspection: An illustrative photographic essay," Journal of Business Research, Elsevier, vol. 59(6), pages 714-725, June.
  16. Shiwei Shen & Marios Sotiriadis & Yuwen Zhang, 2020. "The Influence of Smart Technologies on Customer Journey in Tourist Attractions within the Smart Tourism Management Framework," Sustainability, MDPI, vol. 12(10), pages 1-18, May.
  17. Sonia Kataria & Vinod Kumar Saini & Ajay Kumar Sharma & Renu Yadav & Harpuneet Kohli, 2021. "An integrative approach to the nexus of brand loyalty and corporate social responsibility," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 18(3), pages 361-385, September.
  18. 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.
  19. Xu, Jing Bill, 2010. "Perceptions of tourism products," Tourism Management, Elsevier, vol. 31(5), pages 607-610.
  20. Zhenshan Xu & Hong Zhang & Chunhui Zhang & Man Xu & Nan Dong, 2019. "Exploring the Role of Emotion in the Relationship between Museum Image and Tourists’ Behavioral Intention: The Case of Three Museums in Xi’an," Sustainability, MDPI, vol. 11(3), pages 1-20, January.
  21. Pop Ciprian Marcel & Băcilă Mihai Florin & Slevaș-Stanciu Clarisa Doriana, 2018. "Students’ Total Experience within a Romanian Public University," Marketing – from Information to Decision Journal, Sciendo, vol. 1(1), pages 29-40, January.
  22. Sara Amoroso, 2020. "Chronicles of Consumer-Brand Experience: A Systematic Review and Research Agenda," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 11(1), pages 100-100, March.
  23. 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.
  24. Skorek Monika, 2016. "Attitudes of Polish Consumers Toward Experiential Marketing," Journal of Management and Business Administration. Central Europe, Sciendo, vol. 24(4), pages 109-124, December.
  25. Sykora, Martin & Elayan, Suzanne & Hodgkinson, Ian R. & Jackson, Thomas W. & West, Andrew, 2022. "The power of emotions: Leveraging user generated content for customer experience management," Journal of Business Research, Elsevier, vol. 144(C), pages 997-1006.
  26. Damien Chaney & Renaud Lunardo & Rémi Mencarelli, 2018. "Consumption experience: past, present and future," Post-Print hal-01951670, HAL.
  27. Silvie Zámečník & Radovan Kožíšek, 2021. "Employee Retention in Selected Spanish Hotels: Motivation and Satisfaction," Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, Mendel University Press, vol. 69(2), pages 251-257.
  28. Sofia Salgado Pinto, 2008. "THE SPECIFICATION of HIGH INTERACTION SERVICE PROCESSES," Working Papers de Gestão (Management Working Papers) 022008, Católica Porto Business School, Universidade Católica Portuguesa.
  29. Eleni-Plousia Kosteroglou & Georgios Theriou & Dimitrios Chatzoudes, 2016. "Customer satisfaction from private utility companies: An explanatory study," International Journal of Business and Economic Sciences Applied Research (IJBESAR), Democritus University of Thrace (DUTH), Kavala Campus, Greece, vol. 9(3), pages 13-23, December.
  30. Ioannis Rizomyliotis & Athanasios Poulis & Kleopatra Konstantoulaki & Apostolos Giovanis, 2021. "Sustaining brand loyalty: The moderating role of green consumption values," Business Strategy and the Environment, Wiley Blackwell, vol. 30(7), pages 3025-3039, November.
  31. Sheng, Chieh-Wen & Chen, Ming-Chia, 2012. "A study of experience expectations of museum visitors," Tourism Management, Elsevier, vol. 33(1), pages 53-60.
  32. Hesselink, M. & van Iwaarden, J.D. & van der Wiele, A., 2004. "Mystery shopping: A tool to develop insight into customer service provision," ERIM Report Series Research in Management ERS-2004-082-ORG, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
  33. Xianfeng Ai & Zhigang Jiang & Kang Hu & Siva Chandrasekaran & Yan Wang, 2020. "Integrating a Cross-Reference List and Customer Journey Map to Improve Industrial Design Teaching and Learning in “Project-Oriented Design Based Learning”," Sustainability, MDPI, vol. 12(11), pages 1-17, June.
  34. Ajemunigbohun SUNDAY, 2018. "Policyholder’s Experience of Claims Settlement Methodologies in Motor Insurance Business in Nigeria," Economics and Applied Informatics, "Dunarea de Jos" University of Galati, Faculty of Economics and Business Administration, issue 2, pages 5-11.
  35. Sara Amoroso & Simonetta Pattuglia & Imran Khan, 2021. "Do Millennials share similar perceptions of brand experience? A clusterization based on brand experience and other brand-related constructs: the case of Netflix," Journal of Marketing Analytics, Palgrave Macmillan, vol. 9(1), pages 33-43, March.
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