References

• 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
• 1982The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun8,358 cited
• 2016Understanding Customer Experience Throughout the Customer Journey6,834 cited
• 2009Customer Experience Creation: Determinants, Dynamics and Management Strategies3,274 cited
• 2002Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge2,818 cited
• 2000E-satisfaction: an initial examination2,017 cited
• 2012The Experience Economy1,889 cited
• 2005Customer perceptions of e‐service quality in online shopping1,355 cited
• 2008Service Blueprinting: A Practical Technique for Service Innovation1,230 cited
• 2006Converting Web Site Visitors into Buyers: How Web Site Investment Increases Consumer Trusting Beliefs and Online Purchase Intentions955 cited
• 2002Technology and the Customer Interface: What Consumers Want in the Physical and Virtual Store942 cited
• 2007Customer-based corporate reputation of a service firm: scale development and validation923 cited
• 1999The Value of Internet Commerce to the Customer810 cited
• 2011Multilevel Service Design: From Customer Value Constellation to Service Experience Blueprinting702 cited