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Customer experience management: toward implementing an evolving marketing concept

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Cited by:

  1. O'Connor, Genevieve E. & Myrden, Susan & Alkire (née Nasr), Linda & Lee, Kyungwon & Köcher, Sören & Kandampully, Jay & Williams, Jerome D., 2021. "Digital Health Experience: A Regulatory Focus Perspective," Journal of Interactive Marketing, Elsevier, vol. 56(C), pages 121-136.
  2. 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.
  3. 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.
  4. Jihoon Cho & Swinder Janda, 2023. "Perception carryover in cross-buying: the role of interpurchase time and product locus," Journal of Marketing Analytics, Palgrave Macmillan, vol. 11(4), pages 809-819, December.
  5. Gupta, Shashwat & Foroudi, Mohammad M. & Väätänen, Juha & Gupta, Suraksha & Tiu Wright, Len, 2020. "Nations as brands: Cinema's place in the branding role," Journal of Business Research, Elsevier, vol. 116(C), pages 721-733.
  6. 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).
  7. Kusi, Samuel Yaw & Gabrielsson, Peter & Kontkanen, Minnie, 2021. "Developing brand identities for international new ventures under uncertainty: Decision-making logics and psychic distance," International Business Review, Elsevier, vol. 30(6).
  8. 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.
  9. 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.
  10. Aiolfi Simone & Edoardo Sabbadin, 2017. "The New Paradigm of the Omnichannel Retailing: Key Drivers, New Challenges and Potential Outcomes Resulting from the Adoption of an Omnichannel Approach," International Journal of Business and Management, Canadian Center of Science and Education, vol. 13(1), pages 1-85, December.
  11. Hu, Tun-I & Tracogna, Andrea, 2020. "Multichannel customer journeys and their determinants: Evidence from motor insurance," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
  12. 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).
  13. Uhm, Jun-Phil & Lee, Hyun-Woo & Han, Jin-Wook, 2020. "Creating sense of presence in a virtual reality experience: Impact on neurophysiological arousal and attitude towards a winter sport," Sport Management Review, Elsevier, vol. 23(4), pages 588-600.
  14. Barann, Benjamin & Hermann, Andreas & Heuchert, Markus & Becker, Jörg, 2022. "Can't touch this? Conceptualizing the customer touchpoint in the context of omni-channel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
  15. Dou, Xinhua & Zhu, Xiajing & Zhang, Jason Q. & Wang, Jie, 2019. "Outcomes of entrepreneurship education in China: A customer experience management perspective," Journal of Business Research, Elsevier, vol. 103(C), pages 338-347.
  16. Benjamin Barann & Jan H. Betzing & Marco Niemann & Benedikt Hoffmeister & Jörg Becker, 2022. "Exploring customers’ likeliness to use e-service touchpoints in brick and mortar retail," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(2), pages 523-545, June.
  17. 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.
  18. 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.
  19. Rabassa, Valérie & Sabri, Ouidade & Spaletta, Claire, 2022. "Conversational commerce: Do biased choices offered by voice assistants’ technology constrain its appropriation?," Technological Forecasting and Social Change, Elsevier, vol. 174(C).
  20. Mahsa Taherifar & Negin Hasani & Mahsa Zokaee & Amir Aghsami & Fariborz Jolai, 2024. "A scenario-based sustainable dual-channel closed-loop supply chain design with pickup and delivery considering social conditions in a natural disaster under uncertainty: a real-life case study," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 26(8), pages 19443-19490, August.
  21. Flacandji, Michaël & Krey, Nina, 2020. "Remembering shopping experiences: The Shopping Experience Memory Scale," Journal of Business Research, Elsevier, vol. 107(C), pages 279-289.
  22. Siqueira, Jose Ribamar & ter Horst, Enrique & Molina, German & Losada, Mauricio & Mateus, Marelby Amado, 2020. "A Bayesian examination of the relationship of internal and external touchpoints in the customer experience process across various service environments," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
  23. 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.
  24. Moore, Simon & Bulmer, Sandy & Elms, Jonathan, 2022. "The social significance of AI in retail on customer experience and shopping practices," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
  25. Amit Shankar & Abhishek Behl & Vijay Pereira & Meena Chavan & Francesco Chirico, 2024. "Exploring enablers and inhibitors of AI‐enabled drones for manufacturing process audits: A mixed‐method approach," Business Strategy and the Environment, Wiley Blackwell, vol. 33(5), pages 3749-3768, July.
  26. Sebastian Forkmann & Jonathan Webb & Stephan C. Henneberg & Lisa K. Scheer, 2022. "Boundary spanner corruption: a potential dark side of multi-level trust in marketing relationships," Journal of the Academy of Marketing Science, Springer, vol. 50(5), pages 889-914, September.
  27. Thomas P. Novak & Donna L. Hoffman, 2019. "Relationship journeys in the internet of things: a new framework for understanding interactions between consumers and smart objects," Journal of the Academy of Marketing Science, Springer, vol. 47(2), pages 216-237, March.
  28. Meire, Matthijs, 2021. "Customer comeback: Empirical insights into the drivers and value of returning customers," Journal of Business Research, Elsevier, vol. 127(C), pages 193-205.
  29. Angelos Pantouvakis & Anastasia Gerou, 2022. "The Theoretical and Practical Evolution of Customer Journey and Its Significance in Services Sustainability," Sustainability, MDPI, vol. 14(15), pages 1-16, August.
  30. Faithmercy Wanyi Muthigah & David Kiragu & Anne Sang, 2022. "Effect of financial capability on customer relationship management in private hospitals in Kenya," International Journal of Business Ecosystem & Strategy (2687-2293), Bussecon International Academy, vol. 4(1), pages 68-76, January.
  31. Avinash Malshe & Scott B. Friend, 2018. "Initiating value co-creation: Dealing with non-receptive customers," Journal of the Academy of Marketing Science, Springer, vol. 46(5), pages 895-920, September.
  32. Busu Mihail & Stamule Stere, 2020. "An ANP approach to estimate the market shares of the car industry companies in Romania," Proceedings of the International Conference on Business Excellence, Sciendo, vol. 14(1), pages 953-962, July.
  33. Gasparin, Isadora & Panina, Ekaterina & Becker, Larissa & Yrjölä, Mika & Jaakkola, Elina & Pizzutti, Cristiane, 2022. "Challenging the "integration imperative": A customer perspective on omnichannel journeys," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
  34. Zha, Dongmei & Marvi, Reza & Foroudi, Pantea, 2023. "Synthesizing the customer experience concept: A multimodularity approach," Journal of Business Research, Elsevier, vol. 167(C).
  35. Järvi, Henna & Kähkönen, Anni-Kaisa & Torvinen, Hannu, 2018. "When value co-creation fails: Reasons that lead to value co-destruction," Scandinavian Journal of Management, Elsevier, vol. 34(1), pages 63-77.
  36. Holmlund, Maria & Van Vaerenbergh, Yves & Ciuchita, Robert & Ravald, Annika & Sarantopoulos, Panagiotis & Ordenes, Francisco Villarroel & Zaki, Mohamed, 2020. "Customer experience management in the age of big data analytics: A strategic framework," Journal of Business Research, Elsevier, vol. 116(C), pages 356-365.
  37. Canhoto, Ana Isabel & Clear, Fintan, 2020. "Artificial intelligence and machine learning as business tools: A framework for diagnosing value destruction potential," Business Horizons, Elsevier, vol. 63(2), pages 183-193.
  38. Shuihua Han & Yudi Mo & Zhenyuan Liu & Cheng Lei & Zhen Ye, 2024. "The impact of public climate change concern on sustainable product consumption: a case study of new energy vehicles in China," Annals of Operations Research, Springer, vol. 342(1), pages 323-353, November.
  39. Ruth N. Bolton & Anders Gustafsson & Crina O. Tarasi & Lars Witell, 2022. "Designing satisfying service encounters: website versus store touchpoints," Journal of the Academy of Marketing Science, Springer, vol. 50(1), pages 85-107, January.
  40. Maik Dehnert & Josephine Schumann, 2022. "Uncovering the digitalization impact on consumer decision-making for checking accounts in banking," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(3), pages 1503-1528, September.
  41. Muhammad Farooq & Valliappan Raju, 2019. "Want to Stay the Market Leader in the Era of Transformative Marketing? Keep the Customers Satisfied!," Global Journal of Flexible Systems Management, Springer;Global Institute of Flexible Systems Management, vol. 20(3), pages 257-266, September.
  42. Wetzels, Ruud W.H. & Klaus, Philipp “Phil†& Wetzels, Martin, 2023. "There is a secret to success: Linking customer experience management practices to profitability," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
  43. Lundin, Lisa & Kindström, Daniel, 2023. "Digitalizing customer journeys in B2B markets," Journal of Business Research, Elsevier, vol. 157(C).
  44. Hollebeek, Linda D. & Clark, Moira K. & Andreassen, Tor W. & Sigurdsson, Valdimar & Smith, Dale, 2020. "Virtual reality through the customer journey: Framework and propositions," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
  45. 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).
  46. Roe, Michael & Spanaki, Konstantina & Ioannou, Athina & Zamani, Efpraxia D. & Giannakis, Mihalis, 2022. "Drivers and challenges of internet of things diffusion in smart stores: A field exploration," Technological Forecasting and Social Change, Elsevier, vol. 178(C).
  47. Patrizi, Michela & Šerić, Maja & Vernuccio, Maria, 2024. "Hey Google, I trust you! The consequences of brand anthropomorphism in voice-based artificial intelligence contexts," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
  48. Banik, Shanta & Gao, Yongqiang, 2023. "Exploring the hedonic factors affecting customer experiences in phygital retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
  49. Gao, Wei & Li, Wenqian & Fan, Hua & Jia, Xingping, 2021. "How customer experience incongruence affects omnichannel customer retention: The moderating role of channel characteristics," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
  50. Klaus, Phil & Kuppelwieser, Volker G. & Heinonen, Kristina, 2023. "Quantifying the influence of customer experience on consumer share-of-category," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
  51. Silvia Cachero-Martínez & Rodolfo Vázquez-Casielles, 2018. "Developing the Marketing Experience to Increase Shopping Time: The Moderating Effect of Visit Frequency," Administrative Sciences, MDPI, vol. 8(4), pages 1-21, November.
  52. Yogesh Upadhyay & Ruturaj Baber & Justin Paul & Prerana Baber & Lisa Cain, 2024. "Beyond the first bite: understanding how online experience shapes user loyalty in the mobile food app market," Electronic Commerce Research, Springer, vol. 24(2), pages 799-823, June.
  53. Ahmad, Wasim & Kim, Woo Gon & Choi, Hyung-Min & Haq, Junaid Ul, 2021. "Modeling behavioral intention to use travel reservation apps: A cross-cultural examination between US and China," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
  54. Takumi Kato, 2021. "Synergistic effect of matching corporate and product brand images on purchase intentions: Comparing the importance of functional and emotional value," Journal of Brand Management, Palgrave Macmillan, vol. 28(6), pages 671-684, November.
  55. Rahhal El Makkaoui, 2023. "Nature of Customer Experience in the Sharing Economy [La nature de l'expérience client dans l'économie collaborative]," Post-Print hal-04450139, HAL.
  56. Christina Kuehnl & Danijel Jozic & Christian Homburg, 2019. "Effective customer journey design: consumers’ conception, measurement, and consequences," Journal of the Academy of Marketing Science, Springer, vol. 47(3), pages 551-568, May.
  57. Kusi, Samuel Yaw & Nwoba, Arinze Christian & Adeola, Ogechi & Adedajo, Adedapo & Adjei, Osei Yaw, 2024. "Does entrepreneurial autonomy always drive emerging market SMEs internationalization? An effectual logic perspective," Journal of International Management, Elsevier, vol. 30(3).
  58. 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.
  59. 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).
  60. 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.
  61. Nöjd, Sture & Trischler, Jessica Westman & Otterbring, Tobias & Andersson, Pernille K. & Wästlund, Erik, 2020. "Bridging the valuescape with digital technology: A mixed methods study on customers’ value creation process in the physical retail space," Journal of Retailing and Consumer Services, Elsevier, vol. 56(C).
  62. Malik, Nishtha & Kar, Arpan Kumar & Tripathi, Shalini Nath & Gupta, Shivam, 2023. "Exploring the impact of fairness of social bots on user experience," Technological Forecasting and Social Change, Elsevier, vol. 197(C).
  63. 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.
  64. Maas, Vera K. & Dibbets, Frederik H. & Peters, Vincent J. T. & Meijboom, Bert R. & Bijnen, Daniëlle van, 2023. "The never-ending patient journey of chronically ill patients : A qualitative case study on touchpoints in relation to patient-centered care," Other publications TiSEM a4e250c8-39de-4a70-8dd0-a, Tilburg University, School of Economics and Management.
  65. Barwitz, Niklas & Maas, Peter, 2018. "Understanding the Omnichannel Customer Journey: Determinants of Interaction Choice," Journal of Interactive Marketing, Elsevier, vol. 43(C), pages 116-133.
  66. Chatterjee, Sheshadri & Mariani, Marcello & Fosso Wamba, Samuel, 2023. "Prosumers’ intention to co-create business value and the moderating role of digital media usage," Journal of Business Research, Elsevier, vol. 163(C).
  67. 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).
  68. 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.
  69. Marco Ieva & Cristina Ziliani, 2019. "Selecting which touchpoints to manage for customer loyalty: an empirical analysis in retail banking," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2019(1), pages 39-54.
  70. Ardy Wibowo & Shih-Chih Chen & Uraiporn Wiangin & Yin Ma & Athapol Ruangkanjanases, 2020. "Customer Behavior as an Outcome of Social Media Marketing: The Role of Social Media Marketing Activity and Customer Experience," Sustainability, MDPI, vol. 13(1), pages 1-18, December.
  71. Riegger, Anne-Sophie & Klein, Jan F. & Merfeld, Katrin & Henkel, Sven, 2021. "Technology-enabled personalization in retail stores: Understanding drivers and barriers," Journal of Business Research, Elsevier, vol. 123(C), pages 140-155.
  72. Alvarez-Milán, Agarzelim & Felix, Reto & Rauschnabel, Philipp A. & Hinsch, Christian, 2018. "Strategic customer engagement marketing: A decision making framework," Journal of Business Research, Elsevier, vol. 92(C), pages 61-70.
  73. Molinillo, Sebastian & Aguilar-Illescas, Rocío & Anaya-Sánchez, Rafael & Carvajal-Trujillo, Elena, 2022. "The customer retail app experience: Implications for customer loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
  74. Witell, Lars & Kowalkowski, Christian & Perks, Helen & Raddats, Chris & Schwabe, Maria & Benedettini, Ornella & Burton, Jamie, 2020. "Characterizing customer experience management in business markets," Journal of Business Research, Elsevier, vol. 116(C), pages 420-430.
  75. Jose Ribamar Siqueira & Michael Bendixen & Felipe Reinoso-Carvalho & Raffaele Campo, 2023. "Key drivers of brand trust in a Latin American airline: the impact of Colombia’s Avianca customer experience," Journal of Marketing Analytics, Palgrave Macmillan, vol. 11(2), pages 186-201, June.
  76. Sheikh Basharul Islam & Suhail Ahmad Bhat & Mushtaq Ahmad Darzi, 2021. "Determining the Influence of Private Labels on Sales of National Brands: A Qualitative Approach," FIIB Business Review, , vol. 10(2), pages 133-145, June.
  77. 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).
  78. Sheshadri Chatterjee & Nripendra P. Rana & Yogesh K. Dwivedi, 2022. "Assessing Consumers’ Co‐production and Future Participation On Value Co‐creation and Business Benefit: an F-P-C-B Model Perspective," Information Systems Frontiers, Springer, vol. 24(3), pages 945-964, June.
  79. Chang, Ya Ping & Li, Jingwen, 2022. "Seamless experience in the context of omnichannel shopping： scale development and empirical validation," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
  80. Weidig, Jakob & Weippert, Marco & Kuehnl, Christina, 2024. "Personalized touchpoints and customer experience: A conceptual synthesis," Journal of Business Research, Elsevier, vol. 177(C).
  81. Untung Rahardja & Tanaporn Hongsuchon & Taqwa Hariguna & Athapol Ruangkanjanases, 2021. "Understanding Impact Sustainable Intention of S-Commerce Activities: The Role of Customer Experiences, Perceived Value, and Mediation of Relationship Quality," Sustainability, MDPI, vol. 13(20), pages 1-20, October.
  82. Janina SÜRKEN & Sören SUNDERMANN, 2021. ""Online Touchpoints Matter!" - An Empirical Analysis of Consumer-Brand Relationships in Retail Settings," Journal of Emerging Trends in Marketing and Management, The Bucharest University of Economic Studies, vol. 1(1), pages 77-87, August.
  83. Caruelle, Delphine & Shams, Poja & Gustafsson, Anders & Lervik-Olsen, Line, 2024. "Emotional arousal in customer experience: A dynamic view," Journal of Business Research, Elsevier, vol. 170(C).
  84. Yu, Xiaolei & Yuan, Chunlin & Kim, Juran & Wang, Shuman, 2021. "A new form of brand experience in online social networks: An empirical analysis," Journal of Business Research, Elsevier, vol. 130(C), pages 426-435.
  85. Asad Ullah & Wang Aimin & Mansoora Ahmed, 2018. "Smart Automation, Customer Experience and Customer Engagement in Electric Vehicles," Sustainability, MDPI, vol. 10(5), pages 1-11, April.
  86. Sobotkiewicz Dariusz, 2020. "Development or decline of marketing - systematic considerations," Management, Sciendo, vol. 24(1), pages 176-192, June.
  87. Rajkumar Venkatesan, 2017. "Executing on a customer engagement strategy," Journal of the Academy of Marketing Science, Springer, vol. 45(3), pages 289-293, May.
  88. Pappas, Alec & Fumagalli, Elena & Rouziou, Maria & Bolander, Willy, 2023. "More than Machines: The Role of the Future Retail Salesperson in Enhancing the Customer Experience," Journal of Retailing, Elsevier, vol. 99(4), pages 518-531.
  89. Locander, Jennifer A. & White, Allyn & Newman, Christopher L., 2020. "Customer responses to frontline employee complaining in retail service environments: The role of perceived impropriety," Journal of Business Research, Elsevier, vol. 107(C), pages 315-323.
  90. Gounaris, Spiros & Almoraish, Ahmed, 2024. "A dynamic, relational approach to B2B customer experience: A customer-centric perspective from a longitudinal investigation," Journal of Business Research, Elsevier, vol. 177(C).
  91. Larivière, Bart & Bowen, David & Andreassen, Tor W. & Kunz, Werner & Sirianni, Nancy J. & Voss, Chris & Wünderlich, Nancy V. & De Keyser, Arne, 2017. "“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers," Journal of Business Research, Elsevier, vol. 79(C), pages 238-246.
  92. Rudkowski, Janice & Heney, Chelsea & Yu, Hong & Sedlezky, Sean & Gunn, Frances, 2020. "Here Today, Gone Tomorrow? Mapping and modeling the pop-up retail customer journey," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
  93. V. Kumar & Bharath Rajan & Shaphali Gupta & Ilaria Dalla Pozza, 2019. "Customer engagement in service," Journal of the Academy of Marketing Science, Springer, vol. 47(1), pages 138-160, January.
  94. Lin Feng & Baoping Sun & Kai Wang & Sang-Bing Tsai, 2018. "An Empirical Study on the Design of Digital Content Products from a Big Data Perspective," Sustainability, MDPI, vol. 10(9), pages 1-21, August.
  95. Cambra-Fierro, Jesús & Gao, Lily (Xuehui) & Melero-Polo, Iguácel & Trifu, Andreea, 2021. "How do firms handle variability in customer experience? A dynamic approach to better understanding customer retention," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
  96. Fabrice Larceneux & Denis Guiot, 2019. "The role of services in homebuyers’ attitudes: A field experiment in the French off-plan housing market," Urban Studies, Urban Studies Journal Limited, vol. 56(14), pages 2880-2896, November.
  97. Betzing, Jan H. & Kurtz, Michael & Becker, Jörg, 2020. "Customer Participation in Virtual Communities for Local High Streets," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
  98. Li Li & Yaoming Zhuang & Yanpeng Gao & Shasha Li, 2022. "One Man’s Trash Is Another Man’s Treasure: Negative Experiences of Tourists with Different Satisfaction Levels," Sustainability, MDPI, vol. 14(23), pages 1-13, November.
  99. Story, Vicky & Zolkiewski, Judy & Verleye, Katrien & Nazifi, Amin & Hannibal, Claire & Grimes, Anthony & Abboud, Liliane, 2020. "Stepping out of the shadows: Supporting actors’ strategies for managing end-user experiences in service ecosystems," Journal of Business Research, Elsevier, vol. 116(C), pages 401-411.
  100. Rashed Al Karim & Farid Ahammad Sobhani & Md Karim Rabiul & Nusrat Jahan Lepee & Mohammad Rokibul Kabir & Mohammad Abdul Matin Chowdhury, 2022. "Linking Fintech Payment Services and Customer Loyalty Intention in the Hospitality Industry: The Mediating Role of Customer Experience and Attitude," Sustainability, MDPI, vol. 14(24), pages 1-16, December.
  101. Mara Cerquetti & Concetta Ferrara, 2018. "Marketing Research for Cultural Heritage Conservation and Sustainability: Lessons from the Field," Sustainability, MDPI, vol. 10(3), pages 1-16, March.
  102. Manthiou, Aikaterini & Klaus, Phil, 2022. "The interplaying factors of the robotic tourism experience: The customer journey's touchpoints, context, and qualities," Technological Forecasting and Social Change, Elsevier, vol. 177(C).
  103. Tun-I Hu & Andrea Tracogna, 2021. "Multichannel search patterns and webrooming behaviours in the service industries: the case of motor insurance," Italian Journal of Marketing, Springer, vol. 2021(1), pages 57-81, June.
  104. Malshe, Avinash & Hughes, Douglas E. & Good, Valerie & Friend, Scott B., 2022. "Marketing strategy implementation impediments and remedies: A multi-level theoretical framework within the sales-marketing interface," International Journal of Research in Marketing, Elsevier, vol. 39(3), pages 824-846.
  105. María-Dolores Sánchez-Sánchez & Carmen De Pablos-Heredero & José-Luis Montes-Botella, 2021. "The Internal Demand of Cultural Tourism: Understanding Satisfaction and Fidelity to Destination in Spain through a Non-Linear Structural Model," Sustainability, MDPI, vol. 13(23), pages 1-18, December.
  106. Zhongyuan Sun & Yucheng Li & Xuming Lou, 2022. "The Impact of Customer Participation on Customer Value: Does Customer Resource and Regulatory Focus Matter?," Sustainability, MDPI, vol. 14(24), pages 1-21, December.
  107. Shahid, Shadma & Islam, Jamid Ul & Malik, Shehla & Hasan, Uzma, 2022. "Examining consumer experience in using m-banking apps: A study of its antecedents and outcomes," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
  108. Zheng, Lu & Li, Yongfa, 2024. "Customer journey design in omnichannel retailing: Examining the effect of autonomy-competence-relatedness in brand relationship building," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
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