References

• 1996The Behavioral Consequences of Service Quality11,994 cited
• 2016Understanding Customer Experience Throughout the Customer Journey5,744 cited
• 2009Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty?4,414 cited
• 1999Experiential Marketing2,989 cited
• 1991The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction2,162 cited
• 2007How Emotion Shapes Behavior: Feedback, Anticipation, and Reflection, Rather Than Direct Causation1,749 cited
• 1978Brand Loyalty: Measurement and Management1,629 cited
• 2003Customer satisfaction and loyalty in online and offline environments1,560 cited
• 2006Challenges and Opportunities in Multichannel Customer Management1,155 cited
• 2000Consumer Response to Negative Publicity: The Moderating Role of Commitment1,056 cited
• 2015Customer experience management: toward implementing an evolving marketing concept1,039 cited
• 2003Brand Familiarity and Advertising Repetition Effects855 cited
• 2013Towards a Better Measure of Customer Experience629 cited
• 2017Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens490 cited
• 2013Attributing Conversions in a Multichannel Online Marketing Environment: An Empirical Model and a Field Experiment