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A dynamic, relational approach to B2B customer experience: A customer-centric perspective from a longitudinal investigation
16 references·2 citing·43 second hop
A dynamic, relational approach to B2B customer experience: A customer-centric perspective from a longitudinal investigation (2024)A dynamic, relational approach to B2B cus…Understanding Customer Experience Throughout the Customer Journey (2016)Understanding Customer Experi…Customer Engagement (2011)Customer EngagementCustomer 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?…Scaling Procedures: Issues and Applications (2003)Scaling Procedures: Issues an…Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Common method biases in behav…The Psychology of Survey Response (2000)The Psychology of Survey Resp…The Role of Emotions in Marketing (1999)The Role of Emotions in Marke…The Commitment-Trust Theory of Relationship Marketing (1994)The Commitment-Trust Theory o…Scale Development : Theory and Applications (1991)Scale Development : Theory an…Progress on a cognitive-motivational-relational theory of emotion. (1991)Progress on a cognitive-motiv…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…A Paradigm for Developing Better Measures of Marketing Constructs (1979)A Paradigm for Developing Bet…Key account managers and customer experience: A service ecosystem approach (2025)Key account managers and cust…Customer experience management in B2B markets: CXM value propositions and archetypical CXM strategies (2025)Customer experience managemen…Coefficient Alpha and the Internal Structure of Tests (1951)The Theory of Buyer Behavior (1971)The Nature and Scope of Marketing (1976)Measuring Service Quality: A Reexamination and Extension (1992)Trust and TAM in Online Shopping: An Integrated Model1 (2003)\nThe use of partial least squares path modeling in international marketing (2009)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)The Behavioral Consequences of Service Quality (1996)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. 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(1980)On the Evaluation of Structural Equation Models (1988)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)When to use and how to report the results of PLS-SEM (2018)Common Method Variance in IS Research: A Comparison of Alternative Approaches and a Reanalysis of Past Research (2006)Sensitive questions in surveys. (2007)Identifying careless responses in survey data. (2012)Index Construction with Formative Indicators: An Alternative to Scale Development (2001)Scale Development Research (2006)Making sense of Cronbach's alpha (2011)
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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.81,863 cited
  • 1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1979A Paradigm for Developing Better Measures of Marketing Constructs16,553 cited
  • 1991Scale Development : Theory and Applications15,552 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 2016Understanding Customer Experience Throughout the Customer Journey5,744 cited
  • 2000The Psychology of Survey Response4,727 cited
  • 2009Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty?4,414 cited
  • 2011Customer Engagement3,657 cited
  • 1999The Role of Emotions in Marketing3,295 cited
  • 1991Progress on a cognitive-motivational-relational theory of emotion.3,266 cited
  • 2009Customer Experience Creation: Determinants, Dynamics and Management Strategies

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3,138 cited
  • 2003Scaling Procedures: Issues and Applications2,091 cited
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    • 2025Customer experience management in B2B markets: CXM value propositions and archetypical CXM strategies18 cited
    • 2025Key account managers and customer experience: A service ecosystem approach17 cited