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Measuring customer experience quality : the EXQ scale revisited
Kuppelwieser, Volker; Klaus, Philipp - In: Journal of business research : JBR 126 (2021), pp. 624-633
Persistent link: https://www.econbiz.de/10012494329
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"Experience" in service : reconstructing an elusive concept through a multi-method triangulation
Fischer, Lukas - 2021
Persistent link: https://www.econbiz.de/10012653558
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Does customer experience always benefit company? : examining customers' epistemic motivation and interaction with service contexts
Vu Thi Mai Chi; Paramita, Widya; Tran Ha Minh Quan - In: Australasian marketing journal : AMJ ; official journal … 30 (2022) 1, pp. 35-50
Persistent link: https://www.econbiz.de/10012698469
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Frontline cyborgs at your service : how human enhancement technologies affect customer experiences in retail, sales, and service settings
Grewal, Dhruv; Kroschke, Mirja; Mende, Martin; … - In: Journal of interactive marketing : a quarterly … 51 (2020), pp. 9-25
Persistent link: https://www.econbiz.de/10012299803
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Customer emotions minute by minute : how guests experience different emotions within the same service environment
Torres, Edwin N.; Wei, Wei; Hua, Nan; Chen, Po-Ju - In: International journal of hospitality management 77 (2019), pp. 128-138
Persistent link: https://www.econbiz.de/10011988465
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The interplay of customer experience and commitment
Keiningham, Timothy; Ball, Joan; Benoit, Sabine; Bruce, … - In: The journal of services marketing 31 (2017) 2, pp. 148-160
Persistent link: https://www.econbiz.de/10011654644
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First-time versus repeat tourism customer engagement, experience, and value cocreation : an empirical investigation
Rather, Raouf Ahmad; Hollebeek, Linda D.; Mostafa … - In: Journal of travel research : a quarterly publication of … 61 (2022) 3, pp. 549-564
Persistent link: https://www.econbiz.de/10012880242
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Improving service quality through customer journey analysis
Halvorsrud, Ragnhild; Lvale, Knut; Følstad, Asbjørn - In: Journal of service theory and practice : JSTP 26 (2016) 6, pp. 840-867
Persistent link: https://www.econbiz.de/10011599350
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Low-literate customer experience : an empirical exploration
Mishra, Anubhav A.; Verma, Megha - In: Marketing intelligence & planning 42 (2024) 1, pp. 59-83
Persistent link: https://www.econbiz.de/10014469193
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The clock is tickin-Or is it? : customer satisfaction response to waiting shorter vs. longer than expected during a service encounter
Caruelle, Delphine; Lervik-Olsen, Line; Gustafsson, Anders - In: Journal of retailing 99 (2023) 2, pp. 247-264
Persistent link: https://www.econbiz.de/10014321982