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Effective customer journey design: consumers’ conception, measurement, and consequences · Study

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ArticleEffective customer journey design: consumers’ conception, measurement, and consequences

Christina Kuehnl2019

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Articlegreen2019

Effective customer journey design: consumers’ conception, measurement, and consequences

Christina Kuehnl · Danijel Jozić · Christian Homburg

321 citations·0/0 files stored·Journal of the Academy of Marketing Science

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Consumer Behavior in Brand Consumption and Identification Customer Service Quality and Loyalty Consumer Retail Behavior Studies

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.1985A Conceptual Model of Service Quality and Its Implications for Future Research 1979A Paradigm for Developing Better Measures of Marketing Constructs 1993Conceptualizing, Measuring, and Managing Customer-Based Brand Equity 2011Thinking, Fast and Slow 2001Accounting for common method variance in cross-sectional research designs.1994Customer Loyalty: Toward an Integrated Conceptual Framework

Cited by

2020Moving the Customer Experience Field Forward: Introducing the Touchpoints, Context, Qualities (TCQ) Nomenclature 2020Customer experience management in the age of big data analytics: A strategic framework 2020Going on a journey: A review of the customer journey literature 2020Customer Experience Journeys: Loyalty Loops Versus Involvement Spirals 2020Crafting the customer experience in omnichannel contexts: The role of channel integration

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Details

Year2019

Typearticle

Published2019-01-07

VenueJournal of the Academy of Marketing Science

ISSN-L0092-0703

Languageen

Citations321

Files0 public / 0

ShelfConsumer Behavior in Brand Consumption and Identification

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doi10.1007/s11747-018-00625-7

openalex_workW2909440307

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2020How and when do big data investments pay off? The role of marketing affordances and service innovation

2022Customer Experience: Conceptualization, Measurement, and Application in Omnichannel Environments

2019Consumer journeys: developing consumer-based strategy