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Understanding the customer experience in human-computer interaction: a systematic literature review
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Understanding the customer experience in human-computer interaction: a systematic literature review (2023)Understanding the customer experience in …The PRISMA 2020 statement: an updated guideline for reporting systematic reviews (2021)The PRISMA 2020 statement: an…Customer experience: fundamental premises and implications for research (2020)Customer experience: fundamen…Customer experience challenges: bringing together digital, physical and social realms (2018)Customer experience challenge…“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…Customer experience management: toward implementing an evolving marketing concept (2015)Customer experience managemen…What motivates customers to participate in social commerce? The impact of technological environments and virtual customer experiences (2014)What motivates customers to p…Towards a Better Measure of Customer Experience (2013)Towards a Better Measure of C…Online Customer Experience in e-Retailing: An empirical model of Antecedents and Outcomes (2012)Online Customer Experience in…Customer experience quality: an exploration in business and consumer contexts using repertory grid technique (2010)Customer experience quality: …Customer Experience Management in Retailing: An Organizing Framework (2009)Customer Experience Managemen…Customer Experience Creation: Determinants, Dynamics and Management Strategies (2009)Customer Experience Creation:…Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty? (2009)Brand Experience: What Is It?…Understanding customer experience. (2007)Understanding customer experi…How to Sustain the Customer Experience: (2007)How to Sustain the Customer E…Experiential Marketing (1999)Experiential MarketingThe Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun (1982)The Tacit Dimension (1997)Co-creation experiences: The next practice in value creation (2004)Digital transformation and customer value creation in Made in Italy SMEs: A dynamic capabilities perspective (2020)Naturalistic inquiry (1985)Basics of qualitative research : techniques and procedures for developing grounded theory (1998)S-D logic–informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM (2016)The Discovery of Grounded Theory (2017)Digital Content Marketing's Role in Fostering Consumer Engagement, Trust, and Value: Framework, Fundamental Propositions, and Implications (2018)Estimating Nonresponse Bias in Mail Surveys (1977)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)PLS-SEM: Indeed a Silver Bullet (2011)Shopping in the digital world: Examining customer engagement through augmented reality mobile applications (2019)Customer experiences in the age of artificial intelligence (2020)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Customer Engagement (2011)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The Commitment-Trust Theory of Relationship Marketing (1994)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)Evolving to a New Dominant Logic for Marketing (2003)Service-dominant logic: continuing the evolution (2007)Moving the Customer Experience Field Forward: Introducing the Touchpoints, Context, Qualities (TCQ) Nomenclature (2020)Understanding the impact of online customers’ shopping experience on online impulsive buying: A study on two leading E-commerce platforms (2022)Preferred reporting items for systematic reviews and meta-analyses: the PRISMA statement (2009)Preferred Reporting Items for Systematic Reviews and Meta-Analyses: The PRISMA Statement (2009)Preferred reporting items for systematic reviews and meta-analyses: the PRISMA Statement. (2009)Global prevalence and burden of depressive and anxiety disorders in 204 countries and territories in 2020 due to the COVID-19 pandemic (2021)PRISMA 2020 explanation and elaboration: updated guidance and exemplars for reporting systematic reviews (2021)PRISMA2020 : An R package and Shiny app for producing PRISMA 2020‐compliant flow diagrams, with interactivity for optimised digital transparency and Open Synthesis (2022)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Consumer Brand Engagement in Social Media: Conceptualization, Scale Development and Validation (2014)The Relative Importance of Perceived Ease of Use in IS Adoption: A Study of E-Commerce Adoption (2000)Critical service logic: making sense of value creation and co-creation (2012)Communication and Control Processes in the Delivery of Service Quality (1988)
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References

  • 2021The PRISMA 2020 statement: an updated guideline for reporting systematic reviews119,202 cited
  • 2016Understanding Customer Experience Throughout the Customer Journey6,834 cited
  • 2009Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty?4,659 cited
  • 2009Customer Experience Creation: Determinants, Dynamics and Management Strategies3,274 cited
  • 1999Experiential Marketing3,179 cited
  • 2007How to Sustain the Customer Experience:2,005 cited
  • 2007Understanding customer experience.1,295 cited
  • 2012Online Customer Experience in e-Retailing: An empirical model of Antecedents and Outcomes1,194 cited
  • 2015Customer experience management: toward implementing an evolving marketing concept1,135 cited
  • 2020Customer experience: fundamental premises and implications for research1,095 cited
  • 2009Customer Experience Management in Retailing: An Organizing Framework1,023 cited
  • 2010Customer experience quality: an exploration in business and consumer contexts using repertory grid technique912 cited
  • 2018Customer experience challenges: bringing together digital, physical and social realms887 cited
  • 2014What motivates customers to participate in social commerce? The impact of technological environments and virtual customer experiences856 cited

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  • 2017“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers809 cited
  • 2013Towards a Better Measure of Customer Experience695 cited
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