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Building Great Customer Experiences
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Building Great Customer Experiences (2002)Building Great Customer ExperiencesCustomer experience in tourism: A review of definitions, components, and measurements (2020)Customer experience in touris…Investigating the effects of smart technology on customer dynamics and customer experience (2017)Investigating the effects of …Customer experience – a review and research agenda (2017)Customer experience – a revie…Connecting the dots between brand experience and brand loyalty: The mediating role of brand personality and brand relationships (2014)Connecting the dots between b…Consumer Experience and Experiential Marketing: A Critical Review (2013)Consumer Experience and Exper…Understanding the Consumer Experience: An Exploratory Study of Luxury Hotels (2011)Understanding the Consumer Ex…The customer experience: a road‐map for improvement (2011)The customer experience: a ro…An epistemological view of consumer experiences (2010)An epistemological view of co…Value in use through service experience (2008)Value in use through service …Knowledge transfer and management in tourism organisations: An emerging research agenda (2008)Knowledge transfer and manage…Towards the ‘perfect’ customer experience (2007)Towards the ‘perfect’ custome…A Marketing Approach to the Tourist Experience (2007)A Marketing Approach to the T…Service Quality in Multichannel Services Employing Virtual Channels (2006)Service Quality in Multichann…Lasting customer loyalty: a total customer experience approach (2006)Lasting customer loyalty: a t…Going beyond the product: Defining, designing, and delivering customer solutions (2006)Going beyond the product: Def…Gaining customer knowledge through analytical CRM (2005)Gaining customer knowledge th…Hedonic Consumption: Emerging Concepts, Methods and Propositions (1982)The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun (1982)Evolving to a New Dominant Logic for Marketing (2003)EXQ: a multiple‐item scale for assessing service experience (2012)Customer experience management in hospitality (2017)Economic Action and Social Structure: The Problem of Embeddedness (1985)Absorptive Capacity: A New Perspective on Learning and Innovation (1990)Communities of practice learning, meaning, and identity (1999)The attitude–behaviour gap in sustainable tourism (2014)A systematic review of research on innovation in hospitality and tourism (2016)Creating value from Social Big Data: Implications for Smart Tourism Destinations (2017)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Conceptualising technology enhanced destination experiences (2012)A Typology of Technology‐Enhanced Tourism Experiences (2013)Moving the Customer Experience Field Forward: Introducing the Touchpoints, Context, Qualities (TCQ) Nomenclature (2020)Determinants of Long-Term Orientation in Buyer-Seller Relationships (1994)Whence Consumer Loyalty? (1999)Smart Tourism Destinations Enhancing Tourism Experience Through Personalisation of Services (2014)The Multilevel Nature of Customer Experience Research: An Integrative Review and Research Agenda (2017)The Discovery of Grounded Theory: Strategies for Qualitative Research. (1968)Naturalistic inquiry (1985)Flow: the psychology of optimal experience (1990)Exploring the conceptualization of the sensory dimension of tourist experiences (2013)Components of cultural tourists’ experiences in destinations (2015)Make it delightful: Customers' experience, satisfaction and loyalty in Malaysian theme parks (2016)A Paradigm for Developing Better Measures of Marketing Constructs (1979)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Assessing the Self-service Technology Encounters: Development and Validation of SSTQUAL Scale (2011)Improving service quality through customer journey analysis (2016)Investigating logistics service quality in omni-channel retailing (2017)Flow: The Psychology of Optimal Experience (1991)The role of the rural tourism experience economy in place attachment and behavioral intentions (2014)Co-creation of tourist experiences: a literature review (2015)The Measurement of Meaning (1957)Toward a Theoretical Foundation for Experience Design in Tourism (2013)Service-dominant logic: continuing the evolution (2007)Brand experience effects on brand attachment: The role of brand trust, age, and income: anglais (2019)Measuring customer experience in service: A systematic review (2019)Relationship quality determinants and outcomes in retail banking services: The role of customer experience (2019)Experience and Education (1986)Customer expectations in the hotel industry during the COVID-19 pandemic: a global perspective using sentiment analysis (2021)Memorable tourism experience: A review and research agenda (2022)Experience management in hospitality and tourism: reflections and implications for future research (2024)
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  • 2007A Marketing Approach to the Tourist Experience714 cited
  • 2010An epistemological view of consumer experiences571 cited
  • 2008Value in use through service experience500 cited
  • 2006Lasting customer loyalty: a total customer experience approach479 cited
  • 2006Service Quality in Multichannel Services Employing Virtual Channels443 cited
  • 2008Knowledge transfer and management in tourism organisations: An emerging research agenda435 cited
  • 2011Understanding the Consumer Experience: An Exploratory Study of Luxury Hotels398 cited
  • 2007Towards the ‘perfect’ customer experience387 cited
  • 2017Customer experience – a review and research agenda377 cited
  • 2020Customer experience in tourism: A review of definitions, components, and measurements362 cited
  • 2011The customer experience: a road‐map for improvement349 cited
  • 2005Gaining customer knowledge through analytical CRM324 cited
  • 2017Investigating the effects of smart technology on customer dynamics and customer experience285 cited
  • 2014Connecting the dots between brand experience and brand loyalty: The mediating role of brand personality and brand relationships274 cited

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  • 2006Going beyond the product: Defining, designing, and delivering customer solutions266 cited
  • 2013Consumer Experience and Experiential Marketing: A Critical Review260 cited