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A critical review of research on customer experience management

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References

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2004Co-creation experiences: The next practice in value creation6,502 cited
2009Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty?4,414 cited
2002The Field behind the Screen: Using Netnography for Marketing Research in Online Communities3,970 cited
2004E-S-QUAL3,962 cited
2011Customer Engagement3,657 cited
2010Customer Engagement Behavior: Theoretical Foundations and Research Directions3,536 cited
2000Measuring the Customer Experience in Online Environments: A Structural Modeling Approach3,196 cited
2009Customer Experience Creation: Determinants, Dynamics and Management Strategies3,138 cited
1999Experiential Marketing2,989 cited
1993River Magic: Extraordinary Experience and the Extended Service Encounter2,572 cited
2019Welcome to the experience economy2,562 cited
2003WHEN "THE SHOW MUST GO ON": SURFACE ACTING AND DEEP ACTING AS DETERMINANTS OF EMOTIONAL EXHAUSTION AND PEER-RATED SERVICE DELIVERY.2,283 cited
1979A Phenomenology of Tourist Experiences

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2,216 cited

2001Experiential value: conceptualization, measurement and application in the catalog and Internet shopping environment☆11☆This article is based upon the first author’s doctoral dissertation completed while at Georgia Institute of Technology.2,165 cited

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