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Antecedents and Consequences of Customer Experience Management- A Literature Review and Research Agenda
16 references·7 citing·42 second hop
Antecedents and Consequences of Customer Experience Management- A Literature Review and Research Agenda (2014)Antecedents and Consequences of Customer …Co‐creating unique value with customers (2004)Co‐creating unique value with…Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Self-Service Technologies: Un…Measuring the Customer Experience in Online Environments: A Structural Modeling Approach (2000)Measuring the Customer Experi…Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Assessing the effects of qual…The experience economy: work is theatre & every business a stage (1999)The experience economy: work …Welcome to the experience economy. (1998)Welcome to the experience eco…Services Marketing: Integrating Customer Focus Across the Firm (1996)Services Marketing: Integrati…Relationship Marketing of Services--Growing Interest, Emerging Perspectives (1995)Relationship Marketing of Ser…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Conceptualizing, Measuring, a…Relationship Quality in Services Selling: An Interpersonal Influence Perspective (1990)Relationship Quality in Servi…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Dimensions of Consumer Expertise (1987)Dimensions of Consumer Expert…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun (1982)The Experiential Aspects of C…Hedonic Consumption: Emerging Concepts, Methods and Propositions (1982)Hedonic Consumption: Emerging…Environmental sustainability and customer experience in emerging markets (2024)Environmental sustainability …Cruise passengers’ internal reactions to onboard environmental attributes (2024)Cruise passengers’ internal r…A Conceptual Approach to Understanding the Customer Experience in E-Commerce: An Empirical Study (2024)A Conceptual Approach to Unde…How brick-and-mortar retailers and grocery delivery platforms influence purchase intention? (2023)How brick-and-mortar retailer…Customer experience management in capsule hotels: a content analysis of guest online review (2023)Customer experience managemen…The Emotional Branding Process (2017)The Emotional Branding ProcessDimensions of Real and Virtual Consumer Experiences (2015)Dimensions of Real and Virtua…Strategic Management and Marketing in the Service Sector (1984)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Prospect theory: An analysis of decision under risk (1988)Whence Consumer Loyalty? (1999)Marketing management: analysis. planning. implementation and control (2000)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)The Theory of Buyer Behavior (1971)Structure and Functions of Fantasy (1974)An Information Processing Theory of Consumer Choice (1979)Consumer perceived value: The development of a multiple item scale (2001)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)How destination image and evaluative factors affect behavioral intentions? (2006)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)ASPECTS OF THE THEORY OF SYNTAX (1964)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Human Inference: Strategies and Shortcomings of Social Judgment. (1983)Comparative fit indexes in structural models. (1990)Alternative Ways of Assessing Model Fit (1992)The Effects of Progressive Levels of Interactivity and Vividness in Web Marketing Sites (2001)Engagement, telepresence and interactivity in online consumer experience: Reconciling scholastic and managerial perspectives (2009)Digital marketing: A framework, review and research agenda (2016)Understanding Attitudes and Predicting Social Behavior (1980)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Dimensions of Brand Personality (1997)The Standard Edition of the Complete Psychological Works of Sigmund Freud (1953)Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value (1994)Understanding Customer Experience Throughout the Customer Journey (2016)Advances in Consumer Research (2025)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research (2003)Trust and TAM in Online Shopping: An Integrated Model1 (2003)
this work references cited by second hop

References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1993Conceptualizing, Measuring, and Managing Customer-Based Brand Equity14,745 cited
  • 1982The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun8,274 cited
  • 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 cited
  • 1982Hedonic Consumption: Emerging Concepts, Methods and Propositions5,610 cited
  • 1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective4,760 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 1987Dimensions of Consumer Expertise4,373 cited
  • 2000Measuring the Customer Experience in Online Environments: A Structural Modeling Approach3,196 cited
  • 1995Relationship Marketing of Services--Growing Interest, Emerging Perspectives3,167 cited
  • 1998Welcome to the experience economy.3,099 cited
  • 1996Services Marketing: Integrating Customer Focus Across the Firm3,049 cited
  • 2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters2,906 cited

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

  • 1999The experience economy: work is theatre & every business a stage2,681 cited
  • 2004Co‐creating unique value with customers2,463 cited
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    • 2024A Conceptual Approach to Understanding the Customer Experience in E-Commerce: An Empirical Study36 cited
    • 2023Customer experience management in capsule hotels: a content analysis of guest online review30 cited
    • 2023How brick-and-mortar retailers and grocery delivery platforms influence purchase intention?16 cited
    • 2015Dimensions of Real and Virtual Consumer Experiences12 cited
    • 2024Environmental sustainability and customer experience in emerging markets9 cited
    • 2017The Emotional Branding Process8 cited
    • 2024Cruise passengers’ internal reactions to onboard environmental attributes5 cited