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Customer experience (CX), employee experience (EX) and human experience (HX): introductions, interactions and interdisciplinary implications
16 references·0 citing·42 second hop
Customer experience (CX), employee experience (EX) and human experience (HX): introductions, interactions and interdisciplinary implications (2024)Customer experience (CX), employee experi…Understanding Customer Experience Throughout the Customer Journey (2016)Understanding Customer Experi…Homo Heuristicus: Why Biased Minds Make Better Inferences (2009)Homo Heuristicus: Why Biased …Customer Experience Creation: Determinants, Dynamics and Management Strategies (2009)Customer Experience Creation:…How to Sustain the Customer Experience: (2007)How to Sustain the Customer E…Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: The Mediation of Service Climate. (2005)Linking Organizational Resour…Understanding HRM-Firm Performance Linkages: The Role of the "Strength" of the HRM System (2004)Understanding HRM-Firm Perfor…The Role of Emotions in Marketing (1999)The Role of Emotions in Marke…Experiential Marketing (1999)Experiential MarketingLinking service climate and customer perceptions of service quality: Tests of a causal model. (1998)Linking service climate and c…Measuring Emotions in the Consumption Experience (1997)Measuring Emotions in the Con…Customer delight: Foundations, findings, and managerial insight (1997)Customer delight: Foundations…Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Servicescapes: The Impact of …PSYCHOLOGICAL CONDITIONS OF PERSONAL ENGAGEMENT AND DISENGAGEMENT AT WORK. (1990)PSYCHOLOGICAL CONDITIONS OF P…Breaking Free from Product Marketing (1977)Breaking Free from Product Ma…Development of the Job Diagnostic Survey. (1975)Development of the Job Diagno…A theory of human motivation. (1943)A theory of human motivation.The Principles of Psychology (1891)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)A circumplex model of affect. (1980)The Relative Importance of Perceived Ease of Use in IS Adoption: A Study of E-Commerce Adoption (2000)Customer engagement: the construct, antecedents, and consequences (2016)Atmospherics as a Marketing Tool (1974)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Customer Engagement (2011)The Handbook of Social Psychology (1969)Firm Resources and Sustained Competitive Advantage (1991)Sensemaking in Organizations (1996)A Socially Embedded Model of Thriving at Work (2005)Knowledge Exchange and Combination: The Role of Human Resource Practices in the Performance of High-Technology Firms (2006)Developing a capacity for organizational resilience through strategic human resource management (2010)The Presentation of Self in Everyday Life. (1956)Organizational Images and Member Identification (1994)Motivation and Personality (1997)Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: A meta-analysis. (2002)Antecedents and consequences of employee engagement (2006)The Discovery of Grounded Theory (2017)Motivation through the design of work: test of a theory (1976)Job Demands, Job Decision Latitude, and Mental Strain: Implications for Job Redesign (1979)The measurement of experienced burnout (1981)The job demands-resources model of burnout. (2001)The Discovery of Grounded Theory; Strategies for Qualitative Research (1968)The Discovery of Grounded Theory: Strategies for Qualitative Research. (1968)Self-Efficacy: The Exercise of Control (1999)Work engagement a handbook of essential theory and research (2010)Development and validation of the job crafting scale (2011)Organizational Climate and Culture (2012)The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun (1982)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)The Commitment-Trust Theory of Relationship Marketing (1994)Designing conceptual articles: four approaches (2020)Setting the future of digital and social media marketing research: Perspectives and research propositions (2020)Communication and Control Processes in the Delivery of Service Quality (1988)A three-component conceptualization of organizational commitment (1991)Why we buy what we buy: A theory of consumption values (1991)The "What" and "Why" of Goal Pursuits: Human Needs and the Self-Determination of Behavior (2000)
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References

  • 1943A theory of human motivation.21,512 cited
  • 1990PSYCHOLOGICAL CONDITIONS OF PERSONAL ENGAGEMENT AND DISENGAGEMENT AT WORK.10,957 cited
  • 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
  • 1975Development of the Job Diagnostic Survey.7,244 cited
  • 2016Understanding Customer Experience Throughout the Customer Journey5,744 cited
  • 1999The Role of Emotions in Marketing3,295 cited
  • 2009Customer Experience Creation: Determinants, Dynamics and Management Strategies3,138 cited
  • 2004Understanding HRM-Firm Performance Linkages: The Role of the "Strength" of the HRM System2,992 cited
  • 1999Experiential Marketing2,989 cited
  • 2005Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: The Mediation of Service Climate.2,274 cited
  • 1977Breaking Free from Product Marketing2,056 cited
  • 1997Measuring Emotions in the Consumption Experience1,970 cited
  • 2009Homo Heuristicus: Why Biased Minds Make Better Inferences1,799 cited
  • 2007How to Sustain the Customer Experience:1,784 cited
  • 1998Linking service climate and customer perceptions of service quality: Tests of a causal model.

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1,716 cited
  • 1997Customer delight: Foundations, findings, and managerial insight1,649 cited
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