References

• 1988Possessions and the Extended Self9,050 cited
• 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 cited
• 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
• 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
• 2009Customer Experience Creation: Determinants, Dynamics and Management Strategies3,138 cited
• 2019Welcome to the experience economy2,562 cited
• 2003Customer satisfaction and loyalty in online and offline environments1,560 cited
• 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions1,518 cited
• 2004The Critical Incident Technique in Service Research1,079 cited
• 2002Managing the Total Customer Experience1,061 cited
• 2015Understanding Customer Experience805 cited
• 1998An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters797 cited
• 2008Multichannel Shopper Segments and Their Covariates☆576 cited
• 2004Online service quality dimensions and their relationships with satisfaction512 cited
• 2002The effect of dynamic retail experiences on experiential perceptions of value: an internet and catalog comparison☆ ☆Charla Mathwick is Assistant Professor of Marketing at Portland State University. Naresh Malhotra is Regents’ Professor at Georgia Institute of Technology. Edward Rigdon is Associate Professor of Marketing at Georgia State University. This article is based on the first author’s doctoral dissertation at Georgia Institute of Technology. 1 1We want to thank three anonymous reviewers and the special issue editors for their many helpful suggestions.