Towards the ‘perfect’ customer experience

Keywords

Customer retention, Customer advocacy, Business, Marketing, Customer delight

References

• Understanding customer experience.Christopher Meyer, Andre Schwager — 2007
• Creating Growth With ServicesMohanbir Sawhney, Sridhar Balasubramanian, Vish Krishnan — 2004
• Managing the Customer Experience: Turning customers into advocatesShaun Smith, Joe Wheeler — 2002
• Customer Experience Management: A Revolutionary Approach to Connecting with Your CustomersBernd H. Schmitt — 2003
• The Experience EconomyB. Joseph Pine, James H. Gilmore — 1999
• Jumping into the customer's activity cycleSandra Vandermerwe — 1993
• Building Great Customer ExperiencesColin Shaw, John Ivens — 2002
• Customer Value Formation in Practice: A Practice-Theoretical ApproachOskar Korkman — 2006
• Why Satisfied Customers DefectThomas O. Jones — 1996
• Pursuing Happiness: American Consumers in the Twentieth CenturyStanley Lebergott — 1993
• Service Positioning through Structural ChangeG. Lynn Shostack — 1987
• The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and FunMorris B. Holbrook, Elizabeth C. Hirschman — 1982
• Value‐driven relational marketing: From products to resources and competenciesChristian Grönroos — 1997
• Hedonic Consumption: Emerging Concepts, Methods and PropositionsElizabeth C. Hirschman, Morris B. Holbrook — 1982
• Managing the co-creation of valueAdrian Payne, Kaj Storbacka, Pennie Frow — 2008
• Developing a Segmented Service Strategy: Improving Measurement in Relationship MarketingAdrian Payne, Pennie Frow — 1999
• Quality and CompetitionRajiv D. Banker, Inder Khosla, Kingshuk K. Sinha — 1998
• A Strategic Framework for Customer Relationship ManagementAdrian Payne, Pennie Frow — 2005
• The Consumption Experience—Something New, Something Old, Something Borrowed, Something Sold: Part 1Morris B. Holbrook — 2006
• Evolving to a New Dominant Logic for MarketingStephen L. Vargo, Robert F. Lusch — 2004

Cited by

• Enhancing online consumers' anticipatory behavior: An application of transportation theorySeon Jeong Lee — 2014
• Co-created reputation in a nonprofit context : A mixed-method study of SACC-DCDenise Ampuero, Sophie Holmberg — 2014
• Consumer experience and experiential marketing: a critical reviewBernd H. Schmitt, Lia Zarantonello — 2013
• Co-creation online : the potential of Web 2.0 tools to enable it and impact usageGareth Rees — 2011
• Doświadczenie - nowy paradygmat marketinguMonika Boguszewicz-Kreft — 2010
• Marketing doświadczeń w kreowaniu współczesnych usług bankowychMonika Boguszewicz-Kreft, Jacek Jaworski — 2013
• Creating better customer experiences: Service Design effects on customer experienceOuti Keskinen — 2015
• Emocje w interakcjach biznesowych - przyszłość marketinguMonika Boguszewicz-Kreft — 2009
• Exploring the Post-Recession Experiences of the ‘Cocooning’ Consumer: The Importance of Core Values and RitualsSuzanne Slaughter, Georgiana Grigore — 2015
• Service undone: A grounded theory of strategically constructed silos and their impact on customer-company interactions from the perspective of retail employeesKelley O’Reilly — 2010
• Persuasive brand managementOriol Iglesias, Eduard Bonet — 2012
• Moments of angst: A critical incident approach to designing customer-experience value systemsAmydee M. Fawcett, Stanley E. Fawcett, M. Bixby Cooper — 2014
• Online Customer Experience: A Review of the Business-to-Consumer Online Purchase ContextSusan Rose, Neil Hair, Moira Clark — 2011
• Kundenerfahrung als Forschungsgegenstand im Marketing - Konzeptionalisierung, Operationalisierung und empirische BefundeManfred Bruhn, Matthias Mayer-Vorfelder — 2011
• Customer service experiencesUta Jüttner, Dorothea Schaffner, Katharina Windler — 2013
• 패션 플래그십 스토어 분석: 특성, 유형, 소비자 반응박경애 — 2014
• Promotion Metrics‟ Assumptions For The Assessment And Evaluation Of Promotion Campaigns: A Framework Based On Mezirow‟s Critical ReflectionGeorge S. Spais — 2010
• Designing luxury experienceVadim Grigorian, Francine Espinoza Petersen — 2014
• The multi-sensory and multi-experiential brand challengeFrancisco Guzmán, Oriol Iglesias — 2012
• The effects of cognitive, affective, and sensory attributes on hotel choiceDohee Kim, Richard R. Perdue — 2013

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