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Gaining Customer Experience Insights That Matter
16 references·16 citing·41 second hopsampled
Gaining Customer Experience Insights That Matter (2018)Gaining Customer Experience Insights That…Advances in Consumer Research (2025)Advances in Consumer ResearchUnderstanding Customer Experience Throughout the Customer Journey (2016)Understanding Customer Experi…Critical service logic: making sense of value creation and co-creation (2012)Critical service logic: makin…Design Research in Information Systems (2010)Design Research in Informatio…Customer Experience Creation: Determinants, Dynamics and Management Strategies (2009)Customer Experience Creation:…Service-dominant logic: continuing the evolution (2007)Service-dominant logic: conti…How to Sustain the Customer Experience: (2007)How to Sustain the Customer E…A Design Science Research Methodology for Information Systems Research (2007)A Design Science Research Met…Design Science in Information Systems Research1 (2004)Design Science in Information…Return on Marketing: Using Customer Equity to Focus Marketing Strategy (2003)Return on Marketing: Using Cu…A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction (1998)A Dynamic Model of the Durati…Critical Service Encounters: The Employee's Viewpoint (1994)Critical Service Encounters: …Emotion knowledge: Further exploration of a prototype approach. (1987)Emotion knowledge: Further ex…A Role Theory Perspective on Dyadic Interactions: The Service Encounter (1985)A Role Theory Perspective on …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…Business Resilience for Small and Medium Enterprises and Startups by Digital Transformation and the Role of Marketing Capabilities—A Systematic Review (2024)Business Resilience for Small…Customer journey management capability in business-to-business markets: Its bright and dark sides and overall impact on firm performance (2023)Customer journey management c…Moving the stakeholder journey forward (2022)Moving the stakeholder journe…Customer Experience: Conceptualization, Measurement, and Application in Omnichannel Environments (2022)Customer Experience: Conceptu…Viewpoint: phygital – the emperor’s new clothes? (2021)Viewpoint: phygital – the emp…The millennial customer journey: a Phygital mapping of emotional, behavioural, and social experiences (2021)The millennial customer journ…The architecture of the phygital customer journey: a dynamic interplay between systems of insights and systems of engagement (2021)The architecture of the phygi…CBE: A Framework to Guide the Application of Marketing to Behavior Change (2021)CBE: A Framework to Guide the…Recipes for achieving customer loyalty: A qualitative comparative analysis of the dimensions of customer experience (2020)Recipes for achieving custome…More than a feeling? Toward a theory of customer delight (2020)More than a feeling? Toward a…Measuring customer experience quality: The EXQ scale revisited (2020)Measuring customer experience…Going on a journey: A review of the customer journey literature (2020)Going on a journey: A review …Control, use and ownership of big data: A reciprocal view of customer big data value in the hospitality and tourism industry (2020)Control, use and ownership of…A neurophysiological exploration of the dynamic nature of emotions during the customer experience (2020)A neurophysiological explorat…Neuroscience in service research: an overview and discussion of its possibilities (2019)Neuroscience in service resea…Characterizing customer experience management in business markets (2019)Characterizing customer exper…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)The Social Construction of Reality: A Treatise in the Sociology of Knowledge. 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References

  • 2025Advances in Consumer Research13,264 cited
  • 2004Design Science in Information Systems Research110,671 cited
  • 1982The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun8,274 cited
  • 2007A Design Science Research Methodology for Information Systems Research7,798 cited
  • 2007Service-dominant logic: continuing the evolution7,615 cited
  • 2016Understanding Customer Experience Throughout the Customer Journey5,744 cited
  • 1982Hedonic Consumption: Emerging Concepts, Methods and Propositions5,610 cited
  • 2009Customer Experience Creation: Determinants, Dynamics and Management Strategies3,138 cited
  • 1987Emotion knowledge: Further exploration of a prototype approach.3,071 cited
  • 2012Critical service logic: making sense of value creation and co-creation2,577 cited
  • 2003Return on Marketing: Using Customer Equity to Focus Marketing Strategy2,149 cited
  • 1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,003 cited
  • 1998A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction1,948 cited
  • 1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
  • 2007How to Sustain the Customer Experience:

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1,784 cited
  • 2010Design Research in Information Systems1,383 cited
  • Cited by

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    • 2019Characterizing customer experience management in business markets146 cited
    • 2024Business Resilience for Small and Medium Enterprises and Startups by Digital Transformation and the Role of Marketing Capabilities—A Systematic Review145 cited
    • 2020Recipes for achieving customer loyalty: A qualitative comparative analysis of the dimensions of customer experience137 cited
    • 2020Control, use and ownership of big data: A reciprocal view of customer big data value in the hospitality and tourism industry115 cited
    • 2021The architecture of the phygital customer journey: a dynamic interplay between systems of insights and systems of engagement109 cited
    • 2021The millennial customer journey: a Phygital mapping of emotional, behavioural, and social experiences103 cited
    • 2020More than a feeling? Toward a theory of customer delight80 cited
    • 2022Moving the stakeholder journey forward76 cited
    • 2021CBE: A Framework to Guide the Application of Marketing to Behavior Change73 cited
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    • 2020A neurophysiological exploration of the dynamic nature of emotions during the customer experience68 cited
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