Understanding Customer Experience Throughout the Customer Journey

Keywords

Customer intelligence, Customer advocacy, Customer to customer, Customer retention, Business

References

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Cited by

• Business Information Systems: 23rd International Conference, BIS 2020, Colorado Springs, CO, USA, June 8–10, 2020, ProceedingsBIS (Veranstaltung) 2020 Online, Abramowicz, Witold 1954-, Klein, Gary — 2020
• Customer Inspiration: Conceptualization, Scale Development, and ValidationTim Böttger, Thomas Rudolph, Heiner Evanschitzky — 2017
• Consumer decision-making of slow moving consumer goods in the age of multi-channelsAnn-Charlotte Ewerhard, Karel Sisovsky, Ulf Johansson — 2019
• Omnichannel Customer Behavior: Key Drivers of Technology Acceptance and Use and Their Effects on Purchase IntentionEmma Juaneda Ayensa, Ana Mosquera de la Fuente, Yolanda Sierra Murillo — 2016
• The path to purchase and attribution modeling: Introduction to special sectionP.K. Kannan, Werner Reinartz, Peter C. Verhoef — 2016
• S-D logic–informed customer engagement: integrative framework, revised fundamental propositions, and application to CRMLinda D. Hollebeek, Rajendra K. Srivastava, Tom Chen — 2019
• Language use in services: Recent advances and directions for future researchJonas Holmqvist, Yves Van Vaerenbergh, Christian Grönroos — 2017
• Introduction to the Special Issue—Mapping the Boundaries of Marketing: What Needs to be KnownV. Kumar, Kevin Lane Keller, Katherine N. Lemon — 2016
• Digital marketing: A framework, review and research agendaP.K. Kannan, H. Alice Li — 2017
• Enhancing Customer Engagement Through ConsciousnessDhruv Grewal, Anne L. Roggeveen, Rajendra Sisodia — 2017
• The Future of RetailingDhruv Grewal, Anne L. Roggeveen, Jens Nordfält — 2017
• Executing on a customer engagement strategyRajkumar Venkatesan — 2017
• The interplay of customer experience and commitmentTimothy L. Keiningham, Joan Ball, Sabine Benoit — 2017
• Can copycat private labels improve the consumer’s shopping experience? A fluency explanationKatie Kelting, Adam Duhachek, Kimberly A. Whitler — 2017
• Return on Engagement Initiatives: A Study of a Business-to-Business Mobile AppManpreet Gill, Shrihari Sridhar, Rajdeep Grewal — 2017
• Consumer Connectivity in a Complex, Technology-enabled, and Mobile-oriented World with Smart ProductsPeter C. Verhoef, Andrew T. Stephen, P.K. Kannan — 2017
• Healthy Profits: An Interdisciplinary Retail Framework that Increases the Sales of Healthy FoodsBrian Wansink — 2017
• Can attempts to delight customers with surprise gains boomerang? A test using low-price guaranteesSujay Dutta, Abhijit Guha, Abhijit Biswas — 2019
• The effect of sensory brand experience and involvement on brand equity directly and indirectly through consumer brand engagementJanne Hepola, Heikki Karjaluoto, Anni Hintikka — 2017
• “Service Encounter 2.0”: an investigation into the roles of technology, employees and customersBart Larivière, David E. Bowen, Tor W. Andreassen — 2017

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