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Customer experience management in B2B markets: CXM value propositions and archetypical CXM strategies
16 references·1 citing·40 second hop
Customer experience management in B2B markets: CXM value propositions and archetypical CXM strategies (2025)Customer experience management in B2B mar…Customer experience: fundamental premises and implications for research (2020)Customer experience: fundamen…Understanding Customer Experience Throughout the Customer Journey (2016)Understanding Customer Experi…Customer experience management: toward implementing an evolving marketing concept (2015)Customer experience managemen…Hybrid Offerings: How Manufacturing Firms Combine Goods and Services Successfully (2011)Hybrid Offerings: How Manufac…Customer experience quality: an exploration in business and consumer contexts using repertory grid technique (2010)Customer experience quality: …Service, value networks and learning (2009)Service, value networks and l…Customer Experience Management in Retailing: An Organizing Framework (2009)Customer Experience Managemen…Customer Experience Creation: Determinants, Dynamics and Management Strategies (2009)Customer Experience Creation:…Effect of Service Transition Strategies on Firm Value (2008)Effect of Service Transition …Understanding customer experience. (2007)Understanding customer experi…Rethinking Customer Solutions: From Product Bundles to Relational Processes (2007)Rethinking Customer Solutions…Managing the Total Customer Experience (2002)Managing the Total Customer E…Interfirm Adaptation in Business Relationships (1991)Interfirm Adaptation in Busin…Causal Ambiguity, Barriers to Imitation, and Sustainable Competitive Advantage (1990)Causal Ambiguity, Barriers to…Classifying Services to Gain Strategic Marketing Insights (1983)Classifying Services to Gain …Industry Structure and Competitive Strategy: Keys to Profitability (1980)Industry Structure and Compet…Customer experience of co-creation vs co-destruction in retailing: the role of key moments throughout the customer journey (2025)Customer experience of co-cre…Naturalistic inquiry (1985)Basics of qualitative research : techniques and procedures for developing grounded theory (1998)Customer engagement in service (2017)The Discovery of Grounded Theory (2017)Digital Content Marketing's Role in Fostering Consumer Engagement, Trust, and Value: Framework, Fundamental Propositions, and Implications (2018)Relation of Consumers' Buying Habits to Marketing Methods (1923)Principles of Marketing (1972)Breaking Free from Product Marketing (1977)An empirical assessment of the SERVQUAL scale (1992)Relational Benefits in Services Industries: The Customer's Perspective (1998)Designing conceptual articles: four approaches (2020)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)Customer Engagement (2011)Central and Peripheral Routes to Advertising Effectiveness: The Moderating Role of Involvement (1983)Hedonic shopping motivations (2003)The Discovery of Grounded Theory; Strategies for Qualitative Research (1968)The Strength of Weak Ties (1973)Evolving to a New Dominant Logic for Marketing (2003)Product–Service Systems (PSS) business models and tactics – a systematic literature review (2014)An Evolutionary Theory of Economic Change. (1983)Competitive Advantage: Creating and Sustaining Superior Performance (1985)The Economic Institutions of Capitalism (1987)The resource‐based view within the conversation of strategic management (1992)Knowledge and the Speed of the Transfer and Imitation of Organizational Capabilities: An Empirical Test (1995)Varieties of Capitalism (2001)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The Commitment-Trust Theory of Relationship Marketing (1994)Setting the future of digital and social media marketing research: Perspectives and research propositions (2020)Agency Theory: An Assessment and Review (1989)Between Trust and Control: Developing Confidence in Partner Cooperation in Alliances (1998)A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research (2003)The Uppsala internationalization process model revisited: From liability of foreignness to liability of outsidership (2009)External Control of Organizations: Resource Dependence Perspective (2011)Exchange and Power in Social Life (2017)The Relative Importance of Perceived Ease of Use in IS Adoption: A Study of E-Commerce Adoption (2000)Online Customer Experience in e-Retailing: An empirical model of Antecedents and Outcomes (2012)Development of a Scale to Measure Memorable Tourism Experiences (2010)
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References

  • 2016Understanding Customer Experience Throughout the Customer Journey5,744 cited
  • 2009Customer Experience Creation: Determinants, Dynamics and Management Strategies3,138 cited
  • 1990Causal Ambiguity, Barriers to Imitation, and Sustainable Competitive Advantage2,693 cited
  • 1983Classifying Services to Gain Strategic Marketing Insights1,994 cited
  • 2007Rethinking Customer Solutions: From Product Bundles to Relational Processes1,376 cited
  • 2007Understanding customer experience.1,295 cited
  • 1991Interfirm Adaptation in Business Relationships1,092 cited
  • 2002Managing the Total Customer Experience1,061 cited
  • 2015Customer experience management: toward implementing an evolving marketing concept1,039 cited
  • 2009Customer Experience Management in Retailing: An Organizing Framework1,015 cited
  • 2011Hybrid Offerings: How Manufacturing Firms Combine Goods and Services Successfully1,010 cited
  • 2009Service, value networks and learning983 cited
  • 2020Customer experience: fundamental premises and implications for research941 cited
  • 2010Customer experience quality: an exploration in business and consumer contexts using repertory grid technique898 cited
  • 2008Effect of Service Transition Strategies on Firm Value

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870 cited
  • 1980Industry Structure and Competitive Strategy: Keys to Profitability755 cited
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    • 2025Customer experience of co-creation vs co-destruction in retailing: the role of key moments throughout the customer journey7 cited