Search Results - subject:"Customer Experience"

CURIE : towards an ontology and enterprise architecture of a CRM conceptual model

Fernández-Cejas, Miguel; Pérez-González, Carlos J.; … - In: Business & information systems engineering 64 (2022) 5, pp. 615-643

Persistent link: https://www.econbiz.de/10013445686

Customer delight, engagement, experience, value co-creation, place identity, and revisit intention : a new conceptual framework

Shoukat, Muhammad Haroon; Ramkissoon, Haywantee - In: Journal of hospitality marketing & management 31 (2022) 6, pp. 757-775

Persistent link: https://www.econbiz.de/10013327890

Customer ecosystems : exploring how ecosystem actors shape customer experience

Lipkin, Michaela; Heinonen, Kristina - In: The journal of services marketing 36 (2022) 9, pp. 1-17

Persistent link: https://www.econbiz.de/10013542858

In-store technologies to improve customer experience and interaction : an exploratory investigation in Italian travel agencies

Dini, Mauro; Splendiani, Simone; Bravi, Laura; … - In: The TQM journal : the international review of … 34 (2022) 7, pp. 94-114

Persistent link: https://www.econbiz.de/10013537703

How is social capital formed across the digital-physical servicescape?

Nyrhinen, Jussi; Uusitalo, Outi; Frank, Lauri; Wilska, … - In: Digital business 2 (2022) 2, pp. 1-8

This paper examines how consumers create social capital in their interactions with other customers and service personnel while shopping in retail stores with both physical and digital locations. We draw on the servicescape literature to explore the role of social capital in determining the...

Persistent link: https://www.econbiz.de/10013477701

Artificial empathy in marketing interactions : bridging the human-AI gap in affective and social customer experience

Liu-Thompkins, Yuping; Okazaki, Shintaro; Li, Hairong - In: Journal of the Academy of Marketing Science 50 (2022) 6, pp. 1198-1218

Persistent link: https://www.econbiz.de/10013463910

WeChat mobile-payment-based smart retail customer experience : an integrated framework

Sun, Yinglu; Xue, Wei; Bandyopadhyay, Subir; Cheng, Dong - In: Information technology and management 23 (2022) 2, pp. 77-94

Persistent link: https://www.econbiz.de/10013267893

Customer experience and commitment on eWOM and revisit intention : a case of Taladtongchom Thailand

Wanwisa Paisri; Chutima Ruanguttamanun; Narissara … - In: Cogent business & management 9 (2022) 1, pp. 1-23

This study examines the effects of customer experience on electronic word of mouth (eWOM) and revisit intention and … investigates whether commitment mediates the relationship between customer experience, eWOM, and revisit intention in the tourism … extended role of customer experience and the types of commitment provide meaningful theoretical implications. Hence, managers …

Persistent link: https://www.econbiz.de/10014434067

Digitalization of retailing: customer’s experiences, retail channel choices, and the chief digital officer

Hermes, Anna - 2022

Persistent link: https://www.econbiz.de/10014435147

The effect of customer experience, customer satisfaction and word of mouth intention on customer loyalty : the moderating role of consumer demographics

Manyanga, Wilbert; Makanyeza, Charles; Muranda, Zororo - In: Cogent business & management 9 (2022) 1, pp. 1-20

Customer experience, satisfaction and word-of-mouth intention contribute a crucial part in enhancing customer loyalty … in the banking sector. This study examines the moderators of the effect of customer experience, satisfaction and word … cross-sectional survey in Harare, Zimbabwe. Customer experience, satisfaction and word-of-mouth intention were found to have …

Persistent link: https://www.econbiz.de/10014429818