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Customer service experiences

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References

1982The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun8,274 cited
2004Co-creation experiences: The next practice in value creation6,502 cited
1994Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value6,019 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
2009Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty?4,414 cited
1995Mood and judgment: The affect infusion model (AIM).3,469 cited
2007Managing the co-creation of value3,467 cited
2009Customer Experience Creation: Determinants, Dynamics and Management Strategies3,138 cited
1999The experience economy: work is theatre & every business a stage2,681 cited
1993River Magic: Extraordinary Experience and the Extended Service Encounter2,572 cited
1991Measuring the hedonic and utilitarian sources of consumer attitudes2,211 cited
1999Heart and Mind in Conflict: the Interplay of Affect and Cognition in Consumer Decision Making2,044 cited
1982A Means-End Chain Model Based on Consumer Categorization Processes1,985 cited
1997Measuring Emotions in the Consumption Experience1,970 cited
2008Service logic revisited: who creates value? And who co‐creates?

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1,844 cited

2001Laddering theory, method, analysis, and interpretation.1,766 cited

Cited by

2023When digital celebrity talks to you: How human-like virtual influencers satisfy consumer's experience through social presence on social media endorsements164 cited
2018Perceived quality and service experience: mediating effects of positive and negative emotions95 cited
2019The customer experience – loyalty link: moderating role of motivation orientation83 cited
2014Examining retail customer experience and the moderation effect of loyalty programmes79 cited
2023The growing importance of customer-centric support services for improving customer experience77 cited
2016Customer experience quality and demographic variables (age, gender, education level, and family income) in retail stores75 cited
2019How situational circumstances modify the effects of frontline employees’ competences on customer satisfaction with the store55 cited
2015Capturing the multiple facets of mall experience: Developing and validating a scale47 cited
2019The Trajectory Touchpoint Technique: A Deep Dive Methodology for Service Innovation47 cited
2021The experience – economy revisited: an interdisciplinary perspective and research agenda46 cited
2020Means-End Chain theory: a critical review of literature44 cited
2016The influence of service employees and other customers on customer unfriendliness: a social norms perspective43 cited
2020Reimagining customer service through journey mapping and measurement37 cited
2019Trapped in a service encounter33 cited
2023The impact of service experience on sustainable customer engagement: The mediation of green perceived value and customer satisfaction32 cited
2022Smart already at design time – Pattern-based smart service innovation in manufacturing31 cited