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Framing the customer journey: touch point categories and decision-making process stages
16 references·4 citing·54 second hopsampled
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References

  • 2003Towards a Methodology for Developing Evidence‐Informed Management Knowledge by Means of Systematic Review15,354 cited
  • 2016Understanding Customer Experience Throughout the Customer Journey5,744 cited
  • 2000An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery1,027 cited
  • 2019Driving Brand Engagement Through Online Social Influencers: An Empirical Investigation of Sponsored Blogging Campaigns788 cited
  • 2016Integrating Marketing Communications: New Findings, New Lessons, and New Ideas636 cited
  • 2011Benefits of Co-design in Service Design Projects580 cited
  • 2011Innovations in Shopper Marketing: Current Insights and Future Research Issues442 cited
  • 2015The Impact of Different Touchpoints on Brand Consideration392 cited
  • 2017The Multilevel Nature of Customer Experience Research: An Integrative Review and Research Agenda391 cited
  • 2018Customer journeys: a systematic literature review388 cited
  • 2018The effects of scarcity on consumer decision journeys363 cited
  • 2016Mobile Shopper Marketing: Key Issues, Current Insights, and Future Research Avenues348 cited
  • 2019Brand Communication in Social Media: A Research Agenda342 cited
  • 2018Relationship journeys in the internet of things: a new framework for understanding interactions between consumers and smart objects

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332 cited
  • 2019Effective customer journey design: consumers’ conception, measurement, and consequences321 cited
  • 2016Social Media Marketing: A Literature Review and Implications311 cited
  • Cited by

    • 2023Packaging journey from retail to home: how the meaning of sustainability for colour transforms17 cited
    • 2025Metaverse retailing and the customer experience journey: a case study approach16 cited
    • 2022NFC m-payment as a driver for customer loyalty towards retailers amongst Generation Z15 cited
    • 2025A comprehensive survey on customer churn analysis studies15 cited