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Towards practical relevance — Delivering superior firm performance through digital customer experience strategies
15 references·4 citing·47 second hop
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The case of Banca Popolare di Bari (2013)Are you providing the “right”…EXQ: a multiple‐item scale for assessing service experience (2012)EXQ: a multiple‐item scale fo…From goods to service(s): Divergences and convergences of logics (2008)From goods to service(s): Div…The Nature of Theory in Information Systems1 (2006)The Nature of Theory in Infor…Managing the Total Customer Experience (2002)Managing the Total Customer E…How Firms Relate to Their Markets: An Empirical Examination of Contemporary Marketing Practices (2002)How Firms Relate to Their Mar…What postmodernism means to marketing managers (1996)What postmodernism means to m…Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Customer Satisfaction, Market…Examining the effect of information sequence on Patriot air defense officers' judgments (1992)Examining the effect of infor…Selected essays on political economy (1964)Selected essays on political …Quality and Competition (1955)Quality and CompetitionAgility in the Digital Era: Bridging Transformation and Innovation in Supply Chains (2025)Agility in the Digital Era: B…There is a secret to success: Linking customer experience management practices to profitability (2023)There is a secret to success:…Toward a comprehensive scale of online shopping experiences: a mixed-method approach (2021)Toward a comprehensive scale …A Comparison of the Approaches to Customer Experience Analysis (2017)A Comparison of the Approache…An Inquiry into the Nature and Causes of the Wealth of Nations (1776)Evolving to a New Dominant Logic for Marketing (2003)Service-dominant logic: continuing the evolution (2007)Coproduction of healthcare service (2015)Progress and prospects for event tourism research (2015)Influencers on Instagram: Antecedents and consequences of opinion leadership (2018)The Discovery of Grounded Theory: Strategies for Qualitative Research. 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this work references cited by second hop

References

  • 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
  • 2006The Nature of Theory in Information Systems13,303 cited
  • 2002Managing the Total Customer Experience1,061 cited
  • 2008From goods to service(s): Divergences and convergences of logics1,025 cited
  • 2013Towards a Better Measure of Customer Experience629 cited
  • 2002How Firms Relate to Their Markets: An Empirical Examination of Contemporary Marketing Practices508 cited
  • 2012EXQ: a multiple‐item scale for assessing service experience383 cited
  • 1955Quality and Competition342 cited
  • 2013The case of Amazon.com: towards a conceptual framework of online customer service experience (OCSE) using the emerging consensus technique (ECT)239 cited
  • 1964Selected essays on political economy160 cited
  • 2013Are you providing the “right” customer experience? The case of Banca Popolare di Bari84 cited
  • 1996What postmodernism means to marketing managers83 cited
  • 2014Measuring Customer Experience: How to Develop and Execute the Most Profitable Customer Experience Strategies59 cited
  • 2014Getting in with the “In” crowd: how to put marketing back on the CEO's agenda28 cited
  • 1992Examining the effect of information sequence on Patriot air defense officers' judgments

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21 cited

Cited by

  • 2023There is a secret to success: Linking customer experience management practices to profitability38 cited
  • 2017A Comparison of the Approaches to Customer Experience Analysis28 cited
  • 2021Toward a comprehensive scale of online shopping experiences: a mixed-method approach14 cited
  • 2025Agility in the Digital Era: Bridging Transformation and Innovation in Supply Chains12 cited