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Service innovation in e-commerce last mile delivery: Mapping the e-customer journey
16 references·1 citing·42 second hop
Service innovation in e-commerce last mile delivery: Mapping the e-customer journey (2019)Service innovation in e-commerce last mil…“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers (2017)“Service Encounter 2.0”: An i…Understanding Customer Experience Throughout the Customer Journey (2016)Understanding Customer Experi…Consumer adoption versus rejection decisions in seemingly similar service innovations: The case of the Internet and mobile banking (2016)Consumer adoption versus reje…Consumer resistance to innovation—a behavioral reasoning perspective (2014)Consumer resistance to innova…Customer Engagement (2011)Customer EngagementCustomer experience quality: an exploration in business and consumer contexts using repertory grid technique (2010)Customer experience quality: …Service Blueprinting: A Practical Technique for Service Innovation (2008)Service Blueprinting: A Pract…The Antecedents and Consequences of Customer-Centric Marketing (2000)The Antecedents and Consequen…The Value of Internet Commerce to the Customer (1999)The Value of Internet Commerc…The experience economy: work is theatre & every business a stage (1999)The experience economy: work …Focus Groups (1996)Focus GroupsConsumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality (1996)Consumer evaluations of new t…Successful Focus Groups: Advancing the State of the Art (1993)Successful Focus Groups: Adva…Grounded theory research: Procedures, canons, and evaluative criteria (1990)Grounded theory research: Pro…Focus Groups: Theory and Practice (1990)Focus Groups: Theory and Prac…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Going on a journey: A review of the customer journey literature (2020)Going on a journey: A review …The Structure of Scientific Revolutions (1963)The Structure of Scientific Revolutions (1963)Thematic networks: an analytic tool for qualitative research (2001)Theory Building From Cases: Opportunities And Challenges (2007)A literature and practice review to develop sustainable business model archetypes (2013)The Discovery of Grounded Theory (2017)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)An Investigation into the Determinants of Customer Satisfaction (1982)The Behavioral Consequences of Service Quality (1996)Services Marketing: Integrating Customer Focus Across the Firm (1996)Service Management and Marketing: A Customer Relationship Management Approach (2000)Evolving to a New Dominant Logic for Marketing (2003)Theory of value co-creation: a systematic literature review (2014)Engaged to a Robot? The Role of AI in Service (2020)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)User Acceptance of Computer Technology: A Comparison of Two Theoretical Models (1989)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Technology Readiness Index (Tri) (2000)E-S-QUAL (2004)The Commitment-Trust Theory of Relationship Marketing (1994)School Engagement: Potential of the Concept, State of the Evidence (2004)Consumer engagement in a virtual brand community: An exploratory analysis (2011)Consumer Brand Engagement in Social Media: Conceptualization, Scale Development and Validation (2014)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Digital transformation: A multidisciplinary reflection and research agenda (2019)Designing conceptual articles: four approaches (2020)Setting the future of digital and social media marketing research: Perspectives and research propositions (2020)Naturalistic inquiry (1985)Book Review: Focus Groups: A Practical Guide for Applied Research (1989)The methodology of Focus Groups: the importance of interaction between research participants (1994)The determinants of vulnerability and adaptive capacity at the national level and the implications for adaptation (2005)The Use of Triangulation in Qualitative Research (2014)The use of focus group discussion methodology: Insights from two decades of application in conservation (2018)Co-creation experiences: The next practice in value creation (2004)Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty? (2009)Qualitative research: Methods in the social sciences (2006)Modes of Network Governance: Structure, Management, and Effectiveness (2007)Collecting and Interpreting Qualitative Materials (2012)Qualitative Research: Introducing focus groups (1995)A Qualitative Framework for Collecting and Analyzing Data in Focus Group Research (2009)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 1990Grounded theory research: Procedures, canons, and evaluative criteria11,937 cited
  • 2016Understanding Customer Experience Throughout the Customer Journey6,834 cited
  • 2011Customer Engagement4,036 cited
  • 1990Focus Groups: Theory and Practice3,958 cited
  • 1999The experience economy: work is theatre & every business a stage2,690 cited
  • 1996Focus Groups2,391 cited
  • 1996Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality1,631 cited
  • 1993Successful Focus Groups: Advancing the State of the Art1,579 cited
  • 2008Service Blueprinting: A Practical Technique for Service Innovation1,230 cited
  • 2010Customer experience quality: an exploration in business and consumer contexts using repertory grid technique912 cited
  • 2000The Antecedents and Consequences of Customer-Centric Marketing880 cited
  • 1999The Value of Internet Commerce to the Customer810 cited
  • 2017“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers809 cited
  • 2016Consumer adoption versus rejection decisions in seemingly similar service innovations: The case of the Internet and mobile banking

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733 cited
  • 2014Consumer resistance to innovation—a behavioral reasoning perspective647 cited
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    • 2020Going on a journey: A review of the customer journey literature371 cited