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The Multilevel Nature of Customer Experience Research: An Integrative Review and Research Agenda

https://doi.org/10.1111/ijmr.12140
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Outgoing claims: the papers this work cites, builds on, or argues with.

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Customer Experience Management in Retailing: Understanding the Buying Process
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Customer Experience Management in Retailing: An Organizing Framework
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Computer-Mediated Customization Tendency (CMCT) and the Adaptive e-Service Experience
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Contextual Factors and the Creativity of Frontline Employees: The Mediating Effects of Role Stress and Intrinsic Motivation
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Understanding the Influence of Cues from Other Customers in the Service Experience: A Scale Development and Validation
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The Language of Marketplace Rituals: Implications for Customer Experience Management
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Congruency of scent and music as a driver of in-store evaluations and behavior
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The impact of other customers on service experiences: A critical incident examination of “getting along”
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The service experience in two cultures: A behavioral perspective
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The impact of task definition on store-attribute saliences and store choice
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Servicescapes
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An approach to investigating the emotional determinants of consumption durations: Why do people consume what they consume for as long as they consume it?
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Mood as a Determinant of Postconsumption Product Evaluations: Mood Effects and Their Dependency on the Affective Intensity of the Consumption Experience
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Neuromarketing: the hope and hype of neuroimaging in business
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Conceptualizing and measuring experience quality: the customer's perspective
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Two Approaches to Service Quality Dimensions
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The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun
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The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction
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Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience
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River Magic: Extraordinary Experience and the Extended Service Encounter
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Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction
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Measuring Emotions in the Consumption Experience
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The Effect of Delay Type and Service Stage on Consumers' Reactions to Waiting
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The Effect of a Delay between Choice and Consumption on Consumption Enjoyment
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How Enjoyable Was It? Remembering an Affective Reaction to a Previous Consumption Experience
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The Effect of Making a Prediction about the Outcome of a Consumption Experience on the Enjoyment of That Experience
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Predicting Consumption Time: The Role of Event Valence and Unpacking
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Slow Down! Insensitivity to Rate of Consumption Leads to Avoidable Satiation
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Brands as Product Coordinators: Matching Brands Make Joint Consumption Experiences More Enjoyable
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How Price Promotions Influence Postpurchase Consumption Experience over Time
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Happiness from Ordinary and Extraordinary Experiences
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Attributions on dissatisfying service encounters
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The art of service recovery: fact or fiction?
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A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF)
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Other customers in a service encounter: examining the effect in a restaurant setting
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Service convenience and social servicescape: retail vs hedonic setting
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An expanded servicescape perspective
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Fresh perspectives on customer experience
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The case of Amazon.com: towards a conceptual framework of online customer service experience (OCSE) using the emerging consensus technique (ECT)
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Emotional timescapes: the temporal perspective and consumption emotions in services
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The Meaning, Antecedents and Outcomes of Employee Engagement: A Narrative Synthesis
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Strategic Renewal: Past Research, Theoretical Tensions and Future Challenges
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Ability of Experience Design Elements to Elicit Emotions and Loyalty Behaviors
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Back to Bentham? Explorations of Experienced Utility
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A Model for Predictive Measurements of Advertising Effectiveness
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Developing Buyer-Seller Relationships
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The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
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Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses
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Servicescapes: The Impact of Physical Surroundings on Customers and Employees
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Critical Service Encounters: The Employee's Viewpoint
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The Management of Customer-Contact Service Employees: An Empirical Investigation
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Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing
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How Advertising Works: What Do We Really Know?
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Marketing, Business Processes, and Shareholder Value: An Organizationally Embedded View of Marketing Activities and the Discipline of Marketing
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The Effects of Filled Waiting Time and Service Provider Control over the Delay on Evaluations of Service
inferredcites →https://doi.org/10.1177/03079450094298openalex-snapshot
The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments
inferredcites →https://doi.org/10.1177/0956797613478949openalex-snapshot
Rituals Enhance Consumption
inferredcites →https://doi.org/10.1177/109467050032005openalex-snapshot
Word-of-Mouth Processes within a Services Purchase Decision Context
inferredcites →https://doi.org/10.1177/1094670504266137openalex-snapshot
Service Encounters as a Sequence of Events
inferredcites →https://doi.org/10.1177/1094670507303010openalex-snapshot
Service Quality Attribute Weights
inferredcites →https://doi.org/10.1177/1094670507303012openalex-snapshot
Service Recovery Paradox: A Meta-Analysis
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Designing Multi-Interface Service Experiences
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Satisfiers and Dissatisfiers in the Online Environment
inferredcites →https://doi.org/10.1177/1094670509333595openalex-snapshot
Unifying Service Marketing and Operations With Service Experience Management
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Service Design for Experience-Centric Services
inferredcites →https://doi.org/10.1177/1094670511401901openalex-snapshot
Multilevel Service Design: From Customer Value Constellation to Service Experience Blueprinting
inferredcites →https://doi.org/10.1177/1094670513481108openalex-snapshot
The Service Delivery Network (SDN)
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A Service Climate Synthesis and Future Research Agenda
inferredcites →https://doi.org/10.1177/1094670514530043openalex-snapshot
Tailoring to Customers’ Needs
inferredcites →https://doi.org/10.1177/1094670514537709openalex-snapshot
Service Systems
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The Complex Role of Complexity
inferredcites →https://doi.org/10.1177/1094670515590776openalex-snapshot
Employee Emotional Competence
inferredcites →https://doi.org/10.1177/14705931030032004openalex-snapshot
Revisiting Consumption Experience
inferredcites →https://doi.org/10.1177/1470593115569016openalex-snapshot
Customer experience within retail environments
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Impact of Employee Gender and Job Congruency on Customer Satisfaction
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An Influence of Positive Affect on Decision Making in Complex Situations: Theoretical Issues With Practical Implications
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Research Note—Should Captive Sardines Be Compensated? Serving Customers in a Confined Zone
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Umbrella Advocates Versus Validity Police: A Life-Cycle Model
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What Happens When Evaluation Goes Online? Exploring Apparatuses of Valuation in the Travel Sector
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Experience marketing: a review and reassessment
inferredcites →https://doi.org/10.1362/026725799784870496openalex-snapshot
Experiential Marketing
inferredcites →https://doi.org/10.1362/1469347042223445openalex-snapshot
The Experience Economy and Commercial Experiences
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Customer Complaints and Recovery Effectiveness: A Customer Base Approach
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Service Quality: The Impact of Frequency, Timing, Proximity, and Sequence of Failures and Delights
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The Cool Scent of Power: Effects of Ambient Scent on Consumer Preferences and Choice Behavior
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Transformational Relationship Events
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A Strategic Framework for Customer Relationship Management
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Evolving to a New Dominant Logic for Marketing
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The Role of Cognition and Affect in the Formation of Customer Satisfaction: A Dynamic Perspective
inferredcites →https://doi.org/10.1509/jmkg.73.3.052openalex-snapshot
Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty?
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Process and Outcome Interdependency in Frontline Service Encounters
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On Managerial Relevance
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The Effect of Stating Expectations on Customer Satisfaction and Shopping Experience
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Interrupted Consumption: Disrupting Adaptation to Hedonic Experiences
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Competitive Advantage through Engagement
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A Model for Predictive Measurements of Advertising Effectiveness
inferredcites →https://doi.org/10.2307/1252110openalex-snapshot
Marketing, Business Processes, and Shareholder Value: An Organizationally Embedded View of Marketing Activities and the Discipline of Marketing
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Stationary Ordinal Utility and Impatience
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A Behavioral Theory of the Firm
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Customer Satisfaction with Electronic Service Encounters
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Consumer Decision Journey
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Integrating Theories in AMJ Articles

What points at this work

Incoming claims: where this work appears in other papers’ reference lists and arguments.

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Linking Customer E-Service Quality with Artificial Intelligence-Based Business Environment
inferred← citeshttps://doi.org/10.1007/978-3-031-33898-4_7openalex-snapshot
Understanding the Role of Data in Artificial Intelligence-Based Personalization
inferred← citeshttps://doi.org/10.1007/978-3-031-74050-3_21openalex-snapshot
Augmented Reality and Consumer Experiences
inferred← citeshttps://doi.org/10.1007/978-3-032-12968-0_58openalex-snapshot
Integrating Customer Experience and Value Co-Creation in Public Services
inferred← citeshttps://doi.org/10.1007/978-3-319-77550-0_1openalex-snapshot
Introduction to the Experience Logic: Key Concepts and Contents
inferred← citeshttps://doi.org/10.1007/978-3-319-77550-0_2openalex-snapshot
Experiential Perspective in Management Literature: A Systematic Review
inferred← citeshttps://doi.org/10.1007/978-3-319-77550-0_3openalex-snapshot
Marketing in an Experiential Perspective: From “Goods and Service Logic” to “Experience Logic”
inferred← citeshttps://doi.org/10.1007/978-3-319-98512-1_4openalex-snapshot
The Sequence of Service: An Affect Perspective to Service Scheduling
inferred← citeshttps://doi.org/10.1007/978-3-658-27652-2_11openalex-snapshot
Erfassung der Event-Erlebnisfähigkeit mittels des EEQ
inferred← citeshttps://doi.org/10.1007/978-3-658-28672-9_25openalex-snapshot
The Business-to-Business Customer Experience: An Aggregated Company Experience Based on Multiple Department and Employee Journeys
inferred← citeshttps://doi.org/10.1007/978-3-658-28672-9_6openalex-snapshot
Calling for a Multisensory Perspective on Customer Service Co-creation
inferred← citeshttps://doi.org/10.1007/978-3-658-28888-4_28openalex-snapshot
Event Experience
inferred← citeshttps://doi.org/10.1007/978-3-658-29127-3_10openalex-snapshot
The Impact of Customer Experience in Offline vs. Online Channels on Millennials’ Brand Loyalty in the Fashion Industry
inferred← citeshttps://doi.org/10.1007/978-3-658-35991-1_2openalex-snapshot
Health-as-a-Service-Plattform: Die patientenzentrierte Digitalisierung des Gesundheitswesens
inferred← citeshttps://doi.org/10.1007/978-3-658-37384-9_4openalex-snapshot
Social Robot Experience – Ein Konzept der Smart Service Experience mit sozialen Service-Robotern
inferred← citeshttps://doi.org/10.1007/978-3-658-38572-9_18openalex-snapshot
Modernes Zufriedenheitsmanagement in der Assekuranz – Von Menschen, KI und prädiktiver Kundenzufriedenheit
inferred← citeshttps://doi.org/10.1007/978-3-658-44147-0_6openalex-snapshot
Service Experience Management
inferred← citeshttps://doi.org/10.1007/978-3-658-45540-8_1openalex-snapshot
Brand Leadership im Tourismus: Was wirklich zählt!
inferred← citeshttps://doi.org/10.1007/978-3-658-50094-8_1openalex-snapshot
Customer Experience Leadership: Ein neues Paradigma im Marketing?
inferred← citeshttps://doi.org/10.1007/978-3-662-62837-9_33openalex-snapshot
Controlling im industriellen B2B-Marketing: Eine Customer Experience orientierte Perspektive
inferred← citeshttps://doi.org/10.1007/978-981-95-2429-7_3openalex-snapshot
Towards Customer Experience Enhancement Using Customer Analytics: A Case Study of a Leading Indian Private Bank
inferred← citeshttps://doi.org/10.1007/978-981-96-4116-1_89openalex-snapshot
A New Customer Experience Model Based on The Made in Vietnam Finest Management Philosophy and TAM THE
inferred← citeshttps://doi.org/10.1007/s10490-022-09839-4openalex-snapshot
Responsible innovation in Asia: A systematic review and an agenda for future research
inferred← citeshttps://doi.org/10.1007/s10796-021-10168-yopenalex-snapshot
Cognitive Chatbot for Personalised Contextual Customer Service: Behind the Scene and beyond the Hype
inferred← citeshttps://doi.org/10.1007/s11135-026-03019-yopenalex-snapshot
Quantitative insights into customer experience: analyzing key service touchpoints in the automobile purchase journey
inferred← citeshttps://doi.org/10.1007/s11747-018-0594-5openalex-snapshot
Outsourcing the pain, keeping the pleasure: effects of outsourced touchpoints in the customer journey
inferred← citeshttps://doi.org/10.1007/s11747-019-00707-0openalex-snapshot
Beyond valence: a meta-analysis of discrete emotions in firm-customer encounters
inferred← citeshttps://doi.org/10.1007/s11747-019-00718-xopenalex-snapshot
Customer experience: fundamental premises and implications for research
inferred← citeshttps://doi.org/10.1007/s11747-023-00923-9openalex-snapshot
Customer journey management capability in business-to-business markets: Its bright and dark sides and overall impact on firm performance
inferred← citeshttps://doi.org/10.1007/s11747-024-01031-yopenalex-snapshot
Customer experience orientation: Conceptual model, propositions, and research directions
inferred← citeshttps://doi.org/10.1007/s12525-020-00445-0openalex-snapshot
Exploring customers’ likeliness to use e-service touchpoints in brick and mortar retail
inferred← citeshttps://doi.org/10.1007/s12525-023-00666-zopenalex-snapshot
Unleashing the digital building bricks
inferred← citeshttps://doi.org/10.1007/s13162-023-00272-4openalex-snapshot
Conceptualizing customer experience in multi-actor platforms
inferred← citeshttps://doi.org/10.1007/s13198-024-02575-6openalex-snapshot
The influence of AR & VR-induced reality congruence on customer engagement in e-commerce websites: a mediation analysis
inferred← citeshttps://doi.org/10.1007/s40299-022-00705-xopenalex-snapshot
Continuance Intention to use MOOCs: The Effects of Psychological Stimuli and Emotions
inferred← citeshttps://doi.org/10.1007/s40558-017-0101-8openalex-snapshot
Psychological antecedents of mobile consumer behaviour and implications for customer journeys in tourism
inferred← citeshttps://doi.org/10.1007/s42438-018-0018-3openalex-snapshot
A Postdigital Perspective on Organisations
inferred← citeshttps://doi.org/10.1007/s43546-023-00622-1openalex-snapshot
Role of human resources in memorable customer experience
inferred← citeshttps://doi.org/10.1016/b978-0-443-33166-4.00007-0openalex-snapshot
Innovative solutions for circularity and sustainability: behavioral insight contributions
inferred← citeshttps://doi.org/10.1016/j.elerap.2021.101053openalex-snapshot
Systematic review of digital value propositions in the retail sector: New approach for digital experience study
inferred← citeshttps://doi.org/10.1016/j.elerap.2023.101242openalex-snapshot
Managing the online customer experience and subsequent consumer responses across the customer journey: A review and future research agenda
inferred← citeshttps://doi.org/10.1016/j.eswa.2023.121794openalex-snapshot
A decade of research on machine learning techniques for predicting employee turnover: A systematic literature review
inferred← citeshttps://doi.org/10.1016/j.hrmr.2021.100857openalex-snapshot
A systematic literature review on the impact of artificial intelligence on workplace outcomes: A multi-process perspective
inferred← citeshttps://doi.org/10.1016/j.iedeen.2023.100233openalex-snapshot
Does the legitimacy of countries influence the internationalization of emerging market multinationals
inferred← citeshttps://doi.org/10.1016/j.ijhm.2021.102950openalex-snapshot
Exploring the visitors' decision-making process for Airbnb and hotel accommodations using value-attitude-behavior and theory of planned behavior
inferred← citeshttps://doi.org/10.1016/j.ijhm.2022.103416openalex-snapshot
Customer experience management strategies in upscale restaurants: Lessons from the Covid-19 pandemic
inferred← citeshttps://doi.org/10.1016/j.ijresmar.2025.06.002openalex-snapshot
Missing the forest for the trees: Does collective brand engagement help or hurt consumption for video games?
inferred← citeshttps://doi.org/10.1016/j.indmarman.2018.04.015openalex-snapshot
Brand worlds: Introducing experiential marketing to B2B branding
inferred← citeshttps://doi.org/10.1016/j.indmarman.2020.07.022openalex-snapshot
The digital marketing capabilities gap
inferred← citeshttps://doi.org/10.1016/j.indmarman.2023.05.020openalex-snapshot
B2B customer journeys: Conceptualization and an integrative framework
inferred← citeshttps://doi.org/10.1016/j.indmarman.2024.07.004openalex-snapshot
Managing digitalized touchpoints in B2B customer journeys
inferred← citeshttps://doi.org/10.1016/j.indmarman.2025.02.008openalex-snapshot
Key account managers and customer experience: A service ecosystem approach
inferred← citeshttps://doi.org/10.1016/j.indmarman.2026.06.013openalex-snapshot
Entering B2B brands' living rooms: How brand worlds can help build brand equity
inferred← citeshttps://doi.org/10.1016/j.ipm.2023.103419openalex-snapshot
Regional digital infrastructure, enterprise digital transformation and entrepreneurial orientation: Empirical evidence based on the broadband china strategy
inferred← citeshttps://doi.org/10.1016/j.jbusres.2018.10.039openalex-snapshot
Remembering shopping experiences: The Shopping Experience Memory Scale
inferred← citeshttps://doi.org/10.1016/j.jbusres.2019.05.036openalex-snapshot
“Deal with it”: How coping with e-service innovation affects the customer experience
inferred← citeshttps://doi.org/10.1016/j.jbusres.2019.08.050openalex-snapshot
Characterizing customer experience management in business markets
inferred← citeshttps://doi.org/10.1016/j.jbusres.2020.01.022openalex-snapshot
Customer experience management in the age of big data analytics: A strategic framework
inferred← citeshttps://doi.org/10.1016/j.jbusres.2020.04.029openalex-snapshot
Stepping out of the shadows: Supporting actors’ strategies for managing end-user experiences in service ecosystems
inferred← citeshttps://doi.org/10.1016/j.jbusres.2020.04.053openalex-snapshot
Fostering collaborative research for customer experience –Connecting academic and practitioner worlds
inferred← citeshttps://doi.org/10.1016/j.jbusres.2020.04.058openalex-snapshot
Fostering collaborative research for customer experience – Connecting academic and practitioner worlds
inferred← citeshttps://doi.org/10.1016/j.jbusres.2020.06.061openalex-snapshot
The road to consumer forgiveness is paved with money or apology? The roles of empathy and power in service recovery
inferred← citeshttps://doi.org/10.1016/j.jbusres.2020.12.028openalex-snapshot
Going on a journey: A review of the customer journey literature
inferred← citeshttps://doi.org/10.1016/j.jbusres.2022.113639openalex-snapshot
Digitalizing customer journeys in B2B markets
inferred← citeshttps://doi.org/10.1016/j.jbusres.2023.114033openalex-snapshot
Silence in the consumer experience: A conceptualization and research agenda
inferred← citeshttps://doi.org/10.1016/j.jbusres.2023.114185openalex-snapshot
Synthesizing the customer experience concept: A multimodularity approach
inferred← citeshttps://doi.org/10.1016/j.jbusres.2023.114186openalex-snapshot
The dark side of the sharing economy: A systematic literature review of externalities and their regulation
inferred← citeshttps://doi.org/10.1016/j.jbusres.2023.114344openalex-snapshot
Emotional arousal in customer experience: A dynamic view
inferred← citeshttps://doi.org/10.1016/j.jbusres.2024.114641openalex-snapshot
Personalized touchpoints and customer experience: A conceptual synthesis
inferred← citeshttps://doi.org/10.1016/j.jbusres.2024.114745openalex-snapshot
Customer journey partitioning: A customer-centric conceptualization beyond stages and touchpoints
inferred← citeshttps://doi.org/10.1016/j.jbusres.2024.115016openalex-snapshot
Beyond ‘Eat-Pray-Love’: Designing transformative CX for self-discovery in extended service encounters
inferred← citeshttps://doi.org/10.1016/j.jbusres.2024.115165openalex-snapshot
Customer experience management in B2B markets: CXM value propositions and archetypical CXM strategies
inferred← citeshttps://doi.org/10.1016/j.jhtm.2023.10.004openalex-snapshot
Modeling and analysis of customer journey enablers: A case study of religious pilgrimage
inferred← citeshttps://doi.org/10.1016/j.jik.2026.100968openalex-snapshot
How to strengthen brand loyalty based on CBBE: An innovative evaluation model for mapping the customer journey and loyalty spiral
inferred← citeshttps://doi.org/10.1016/j.jradnu.2023.05.002openalex-snapshot
Journey to the Center of the Bore: A Service Evaluation of the Patient Experience in Magnetic Resonance Imaging
inferred← citeshttps://doi.org/10.1016/j.jretai.2025.05.004openalex-snapshot
The role of customer experience dimensions in expanding customer–firm relationships: A customer expansion journey approach
inferred← citeshttps://doi.org/10.1016/j.jretconser.2019.101948openalex-snapshot
The impact of affective and cognitive app experiences on loyalty towards retailers
inferred← citeshttps://doi.org/10.1016/j.jretconser.2019.102009openalex-snapshot
A Bayesian examination of the relationship of internal and external touchpoints in the customer experience process across various service environments
inferred← citeshttps://doi.org/10.1016/j.jretconser.2020.102171openalex-snapshot
Recipes for achieving customer loyalty: A qualitative comparative analysis of the dimensions of customer experience
inferred← citeshttps://doi.org/10.1016/j.jretconser.2020.102221openalex-snapshot
Patient experience in the digital age: An investigation into the effect of generational cohorts
inferred← citeshttps://doi.org/10.1016/j.jretconser.2020.102269openalex-snapshot
Can't touch this? Conceptualizing the customer touchpoint in the context of omni-channel retailing
inferred← citeshttps://doi.org/10.1016/j.jretconser.2021.102487openalex-snapshot
How customer experience incongruence affects omnichannel customer retention: The moderating role of channel characteristics
inferred← citeshttps://doi.org/10.1016/j.jretconser.2021.102607openalex-snapshot
How does shopping duration evolve and influence buying behavior? The role of marketing and shopping environment
inferred← citeshttps://doi.org/10.1016/j.jretconser.2021.102829openalex-snapshot
Challenging the "integration imperative": A customer perspective on omnichannel journeys
inferred← citeshttps://doi.org/10.1016/j.jretconser.2022.103000openalex-snapshot
Understanding the impact of online customers’ shopping experience on online impulsive buying: A study on two leading E-commerce platforms
inferred← citeshttps://doi.org/10.1016/j.jretconser.2022.103057openalex-snapshot
How luxury retail will change forever – The role of atmospherics in the digital era
inferred← citeshttps://doi.org/10.1016/j.jretconser.2023.103681openalex-snapshot
From redesign to revenue: Measuring the effects of servicescape remodeling on customer lifetime value
inferred← citeshttps://doi.org/10.1016/j.measen.2025.101833openalex-snapshot
Customer experience management from the corporate sustainability perspective: Proposition of indicators and metrics
inferred← citeshttps://doi.org/10.1016/j.rtbm.2026.101688openalex-snapshot
From supplementary convenience to foundational infrastructure: The impact of delivery accessibility on hotel revisit intention among tourism consumers
inferred← citeshttps://doi.org/10.1016/j.techfore.2022.121552openalex-snapshot
The interplaying factors of the robotic tourism experience: The customer journey's touchpoints, context, and qualities
inferred← citeshttps://doi.org/10.1016/j.techfore.2024.123916openalex-snapshot
Unravelling the customer journey: A conceptual framework and research agenda
inferred← citeshttps://doi.org/10.1016/j.techfore.2025.124334openalex-snapshot
Metaverse as content or container? Exploring the future of customer experience in tourism
inferred← citeshttps://doi.org/10.1016/j.techsoc.2021.101645openalex-snapshot
Amazon's New Supra-Omnichannel: Realizing Growing Seamless Switching for Apparel During COVID-19
inferred← citeshttps://doi.org/10.1016/j.tmp.2020.100668openalex-snapshot
Examining the influence of the social dimension of customer experience on trust towards travel agencies: The role of experiential predisposition in a multichannel context
inferred← citeshttps://doi.org/10.1016/j.tmp.2020.100723openalex-snapshot
The impact of interactive technologies on the social experience: An empirical study in a cultural tourism context
inferred← citeshttps://doi.org/10.1016/j.tmp.2021.100877openalex-snapshot
Introduction to the special issue: Consumer experience management and customer journeys in tourism, hospitality and events
inferred← citeshttps://doi.org/10.1016/j.tourman.2022.104570openalex-snapshot
Slow tourism: Conceptualization and interpretation – A travel vloggers’ perspective
inferred← citeshttps://doi.org/10.1016/j.trf.2024.05.018openalex-snapshot
A new tramway and the formation of emotional commuting experiences
inferred← citeshttps://doi.org/10.1051/e3sconf/202342601007openalex-snapshot
Impact of Industrial Technology 4.0 in Improving Service Quality and Customer Experience on E-Commerce Platforms
inferred← citeshttps://doi.org/10.1051/e3sconf/202342602073openalex-snapshot
The Impact of Self-Order Kiosk and Service Quality on Customer Experience in McDonald’s Citra Garden 6 Jakarta
inferred← citeshttps://doi.org/10.1051/shsconf/202112906002openalex-snapshot
Digital marketing communication in the age of globalization
inferred← citeshttps://doi.org/10.1057/s41264-025-00304-zopenalex-snapshot
Navigating tomorrow’s wallet: unveiling the distinctive financial journeys across generations
inferred← citeshttps://doi.org/10.1057/s41270-025-00381-yopenalex-snapshot
Do peer-to-peer interaction and peace of mind matter to the generation Z customer experience? A moderation-mediation analysis of retail experiences
inferred← citeshttps://doi.org/10.1063/5.0261891openalex-snapshot
Digital marketing transformation model for developing an internal innovative environment within an organization
inferred← citeshttps://doi.org/10.1080/0144929x.2023.2243343openalex-snapshot
Voice assistant technology applied to populations with developmental and physical disabilities
inferred← citeshttps://doi.org/10.1080/02642069.2022.2043286openalex-snapshot
The intellectual structure of customer experience research in service scholarship: a bibliometric analysis
inferred← citeshttps://doi.org/10.1080/02642069.2022.2070613openalex-snapshot
How do macro-environmental factors impact customer experience? A refined typology, integrative framework, and implications
inferred← citeshttps://doi.org/10.1080/0267257x.2022.2105936openalex-snapshot
Opera streaming: perceived value as an explanatory factor for loyalty and intention to attend an opera in an opera house
inferred← citeshttps://doi.org/10.1080/0267257x.2024.2404869openalex-snapshot
Using patient experiences to understand the (missed) digitalisation of the public health service
inferred← citeshttps://doi.org/10.1080/03088839.2025.2532465openalex-snapshot
Stakeholders experience management in shipping industry: a strategic edge for competitive advantage
inferred← citeshttps://doi.org/10.1080/08956308.2020.1733886openalex-snapshot
Designing an Omni-Experience to Save Retailing
inferred← citeshttps://doi.org/10.1080/09537325.2024.2322032openalex-snapshot
Evaluating customer orientation in e-commerce: an organization focused technology assessment
inferred← citeshttps://doi.org/10.1080/09593969.2019.1598466openalex-snapshot
Online retail experience and customer satisfaction: the mediating role of last mile delivery
inferred← citeshttps://doi.org/10.1080/09593969.2022.2070859openalex-snapshot
Socio-demographic, shopping self-concept, and shopping-context related moderators of customer experience
inferred← citeshttps://doi.org/10.1080/0965254x.2021.1976252openalex-snapshot
Viewpoint: phygital – the emperor’s new clothes?
inferred← citeshttps://doi.org/10.1080/0965254x.2021.2016894openalex-snapshot
Shifting to phygital experience management with design science: a six-step method to manage customer journeys
inferred← citeshttps://doi.org/10.1080/0965254x.2025.2595087openalex-snapshot
Let’s Get Phygital: The Bright and Dark Sides of Generative AI for Phygital Customer Experience
inferred← citeshttps://doi.org/10.1080/10447318.2026.2708451openalex-snapshot
Co-Creating AI Service Recovery: The Role of Technological Place Attachment and Customer Experience
inferred← citeshttps://doi.org/10.1080/10496491.2022.2054905openalex-snapshot
Positive Psychology’s Mindset Precursors of Attitude-toward-Advertising-in-General
inferred← citeshttps://doi.org/10.1080/10941665.2022.2119422openalex-snapshot
Impact of incomplete planned experiences on tourist satisfaction: a case of Tokyo Disneyland
inferred← citeshttps://doi.org/10.1080/14606925.2019.1612575openalex-snapshot
Looking into Service Representation Tools through the Multidimensional Nature of Service Experience
inferred← citeshttps://doi.org/10.1080/15332969.2023.2294235openalex-snapshot
A Framework to Improve the Digital Customer Experience in Complex Services
inferred← citeshttps://doi.org/10.1080/15332969.2023.2295662openalex-snapshot
Assessing the Role of Consumer Experience, Engagement, and Satisfaction in Healthcare Services: A Two-Stage Reflective-Formative Measurement Using PLS-SEM
inferred← citeshttps://doi.org/10.1080/15332969.2025.2536966openalex-snapshot
An Innovative Approach Using Patient Journey Mapping in Patient Involvement in Research: A Comparison of Clinicians’ and Patients’ Views
inferred← citeshttps://doi.org/10.1080/15332969.2025.2594879openalex-snapshot
Assessing the Impact of Customer Experience Quality on Customer Perceived Value and Marketing Outcomes
inferred← citeshttps://doi.org/10.1080/15377857.2019.1652223openalex-snapshot
Why Cryptocurrencies Want Privacy: A Review of Political Motivations and Branding Expressed in “Privacy Coin” Whitepapers
inferred← citeshttps://doi.org/10.1080/1743873x.2020.1851697openalex-snapshot
Does emotional engagement matter in dark tourism? Implications drawn from a reflective approach
inferred← citeshttps://doi.org/10.1080/19368623.2019.1602095openalex-snapshot
The impact of customer controllability and service recovery type on customer satisfaction and consequent behavior intentions
inferred← citeshttps://doi.org/10.1080/19407963.2019.1695345openalex-snapshot
Affective engagement as a contextual dimension for predicting intentions to revisit and recommend events – a multinational comparison
inferred← citeshttps://doi.org/10.1080/20932685.2026.2620788openalex-snapshot
Luxury experience touchpoints of the “one percent of the one percent” customers
inferred← citeshttps://doi.org/10.1080/23311886.2024.2448600openalex-snapshot
Afraid of repeated infections? The influence of social comparative tendency on tourism satisfaction in the post-COVID-19 era: the mediation role of counterfactual thinking and the moderation role of risk perception
inferred← citeshttps://doi.org/10.1080/23311975.2026.2710503openalex-snapshot
Emotion in consumer–chatbot interactions: a systematic literature review from a service marketing perspective
inferred← citeshttps://doi.org/10.1108/978-1-83753-686-320241002openalex-snapshot
Sensorial Customer Experiences in Online Touchpoints
inferred← citeshttps://doi.org/10.1108/978-1-83797-276-020241011openalex-snapshot
Applying the Strategic Model of Customer Experience in the Field of Sports: The Customer Experience Model in Sports and Recreation Complexes
inferred← citeshttps://doi.org/10.1108/arla-12-2024-0346openalex-snapshot
Customer journey perspective on tourism service experience
inferred← citeshttps://doi.org/10.1108/bpmj-02-2023-0093openalex-snapshot
A value-driven touchpoints strategy for managing the customer experience process
inferred← citeshttps://doi.org/10.1108/cbth-04-2025-0089openalex-snapshot
Mapping the consumer journey in the hotel industry: guest segmentation and experience evolution
inferred← citeshttps://doi.org/10.1108/ejm-04-2019-0308openalex-snapshot
The architecture of the phygital customer journey: a dynamic interplay between systems of insights and systems of engagement
inferred← citeshttps://doi.org/10.1108/ejm-10-2021-0792openalex-snapshot
Advancing the understanding of the pre-purchase stage of the customer journey for service brands
inferred← citeshttps://doi.org/10.1108/er-05-2025-0337openalex-snapshot
The resourcing paradox: a systematic review of efficiency and effectiveness in AI-powered recruiting
inferred← citeshttps://doi.org/10.1108/er-06-2025-0436openalex-snapshot
From brand ambassadors to brand adversaries: antecedents of luxury employee brand hate
inferred← citeshttps://doi.org/10.1108/ijbm-01-2022-0049openalex-snapshot
Why do you look familiar? - Exploring the role of employee-customer identification in adapting the service offering
inferred← citeshttps://doi.org/10.1108/ijbm-01-2023-0020openalex-snapshot
Investigating the customer-to-customer interaction during the customer journey in banking industry
inferred← citeshttps://doi.org/10.1108/ijbm-06-2022-0237openalex-snapshot
Frontline employees' performance in the financial services industry: the significance of trust, empathy and consumer orientation
inferred← citeshttps://doi.org/10.1108/ijbm-12-2022-0529openalex-snapshot
High street banking on the app: branding strategies of traditionally-driven neobanks
inferred← citeshttps://doi.org/10.1108/ijchm-01-2021-0037openalex-snapshot
The relevance of relational capabilities in collaborative decisions
inferred← citeshttps://doi.org/10.1108/ijchm-06-2020-0522openalex-snapshot
A framework of customer experience management for hotel industry
inferred← citeshttps://doi.org/10.1108/ijchm-09-2017-0569openalex-snapshot
Effects of service experience on customer responses to a hotel chain
inferred← citeshttps://doi.org/10.1108/ijphm-02-2022-0018openalex-snapshot
Customer experience in pharmaceutical B2B markets: perspectives of buyers and sellers
inferred← citeshttps://doi.org/10.1108/ijqrm-03-2018-0073openalex-snapshot
A customer journey perspective on service delivery system design: insights from healthcare
inferred← citeshttps://doi.org/10.1108/ijqrm-03-2025-0100openalex-snapshot
Reconciling the dimensions of healthcare service quality and experience quality using PLS-SEM
inferred← citeshttps://doi.org/10.1108/ijqrm-04-2021-0116openalex-snapshot
How to offer good service? A study on behavior of consumer expectations over time in educational service
inferred← citeshttps://doi.org/10.1108/ijqrm-09-2023-0277openalex-snapshot
Investigating the barriers to Quality 4.0 adoption in the Indian manufacturing sector: insights and implications for industry and policy-making
inferred← citeshttps://doi.org/10.1108/ijqss-07-2022-0077openalex-snapshot
Mapping the concept of online purchase experience: a review and bibliometric analysis
inferred← citeshttps://doi.org/10.1108/ijqss-09-2025-0268openalex-snapshot
Healthcare service experiences: a customer-dominant review
inferred← citeshttps://doi.org/10.1108/ijrdm-03-2023-0198openalex-snapshot
Exploring omnichannel strategies: a path to improve customer experiences
inferred← citeshttps://doi.org/10.1108/ijrdm-07-2020-0265openalex-snapshot
Premium versus affordable clothing retailers: what are customer expectations for satisfaction and repurchase intentions?
inferred← citeshttps://doi.org/10.1108/ijrdm-08-2020-0296openalex-snapshot
Framing the customer journey: touch point categories and decision-making process stages
inferred← citeshttps://doi.org/10.1108/ijrdm-12-2019-0395openalex-snapshot
The interplay between product and retail service meaning
inferred← citeshttps://doi.org/10.1108/imds-03-2021-0164openalex-snapshot
Understanding Ant Forest continuance: effects of user experience, personal attributes and motivational factors
inferred← citeshttps://doi.org/10.1108/imr-01-2021-0027openalex-snapshot
Marketing innovation and internationalization in smart city development: a systematic review, framework and research agenda
inferred← citeshttps://doi.org/10.1108/imr-06-2023-0110openalex-snapshot
Emerging trends in global E-retailing: exploring the dark side of scan and go in-store technologies in consumer shopping journeys
inferred← citeshttps://doi.org/10.1108/intr-01-2021-0076openalex-snapshot
Challenges of customer experience management in social commerce: an application of social network analysis
inferred← citeshttps://doi.org/10.1108/jbim-08-2022-0368openalex-snapshot
The power of connecting experience data and operational data: more than the sum of its parts?
inferred← citeshttps://doi.org/10.1108/jcm-01-2025-7509openalex-snapshot
Unveiling the dynamics of customer experience with AI-powered chatbots in online retail: a neuroscientific study
inferred← citeshttps://doi.org/10.1108/jcm-03-2020-3701openalex-snapshot
The millennial customer journey: a Phygital mapping of emotional, behavioural, and social experiences
inferred← citeshttps://doi.org/10.1108/jcmars-03-2022-0007openalex-snapshot
Customer experience: knowledge mapping based on CiteSpace V analysis
inferred← citeshttps://doi.org/10.1108/jima-05-2022-0139openalex-snapshot
Effects of the mediating variable of customer experience on reducing customer confusion in corporate banking: a mixed research approach
inferred← citeshttps://doi.org/10.1108/jkm-12-2020-0910openalex-snapshot
Defining customer experiential knowledge and its dimensions: a conceptualization starting from a netnographic study of specialty coffee blogs
inferred← citeshttps://doi.org/10.1108/josm-01-2022-0004openalex-snapshot
Designing augmented reality services for enhanced customer experiences in retail
inferred← citeshttps://doi.org/10.1108/josm-02-2020-0048openalex-snapshot
Unraveling customer experiences in a new servicescape: an ethnographic schema elicitation technique (ESET)
inferred← citeshttps://doi.org/10.1108/josm-02-2023-0069openalex-snapshot
Designing the service delivery system for prevention-oriented goals: insights from two case studies
inferred← citeshttps://doi.org/10.1108/josm-02-2024-0066openalex-snapshot
Understanding and managing engagement journeys
inferred← citeshttps://doi.org/10.1108/josm-03-2021-0096openalex-snapshot
Making the customer experience journey more hedonic in a traditionally utilitarian service context: a case study
inferred← citeshttps://doi.org/10.1108/josm-04-2018-0113openalex-snapshot
Customer experience challenges: bringing together digital, physical and social realms
inferred← citeshttps://doi.org/10.1108/josm-04-2020-0099openalex-snapshot
From third party to significant other for service encounters: a systematic review on third-party roles and their implications
inferred← citeshttps://doi.org/10.1108/josm-05-2021-0173openalex-snapshot
The olfactory experience (in retail) scale: construction, validation and generalization
inferred← citeshttps://doi.org/10.1108/josm-08-2023-0374openalex-snapshot
How and when effective customer journeys drive brand loyalty: the role of consumer-brand identification
inferred← citeshttps://doi.org/10.1108/josm-10-2021-0405openalex-snapshot
Piloting personalization research through data-rich environments: a literature review and future research agenda
inferred← citeshttps://doi.org/10.1108/josm-10-2023-0431openalex-snapshot
Successful implementation of customer experience strategy: determinants and results
inferred← citeshttps://doi.org/10.1108/josm-11-2019-0329openalex-snapshot
Toward a goal-oriented view of customer journeys
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Editorial review for independent work. ICSAC — the Institute for Complexity Science and Advanced Computing — runs a structured editorial panel for researchers publishing outside journals, and publishes on CiteStamp rails. Submission is free and goes through ORCID: icsacinstitute.org/submit.