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Recipes for achieving customer loyalty : a qualitative comparative analysis of the dimensions of customer experience

Pekovic, Sanja; Rolland, Sylvie - In: Journal of retailing and consumer services 56 (2020), pp. 1-15

Persistent link: https://www.econbiz.de/10012389994

How integrated store-service quality promotes omnichannel shoppers' word-of-mouth behaviors : the moderating role of perceived relationship investment and the shopper's perceived v...

Natarajan, Thamaraiselvan; Raghavan, Deepak Ramanan Veera - In: The TQM journal : the international review of … 36 (2024) 4, pp. 1113-1144

Persistent link: https://www.econbiz.de/10014547961

Emotional arousal in customer experience : a dynamic view

Caruelle, Delphine; Shams, Poja; Gustafsson, Anders; … - In: Journal of business research : JBR 170 (2024), pp. 1-12

Persistent link: https://www.econbiz.de/10014535197

Hospitable non-verbal staff behaviour as a means to create value to customers

Pijls, R.; Groen, B. H.; Termaat, W. A. - In: Journal of creating value 7 (2021) 1, pp. 60-73

Persistent link: https://www.econbiz.de/10014580938

Customer experience dimensions in last-mile delivery : an empirical study on unattended home delivery

Olsson, John; Hellström, Daniel; Vakulenko, Yulia - In: International journal of physical distribution and … 53 (2023) 2, pp. 184-205

Persistent link: https://www.econbiz.de/10014252353

The influence of gaming and non-gaming experience on customers' response to the casino

Prentice, Catherine; Ji, Chunli; Li, Kefang - In: Journal of vacation marketing 28 (2022) 4, pp. 455-468

Persistent link: https://www.econbiz.de/10013387788

Comparative analysis of attributions from customer experiences and journeys

Gilliam, David A.; Preston, Teresa; Rockwell, Casey C.; … - In: International journal of market research 64 (2022) 5, pp. 672-698

Persistent link: https://www.econbiz.de/10013389119

Customer-robot interactions : understanding customer experience with service robots

Huang, Dan; Chen, Qiurong; Huang, Jiahui; Kong, Shaojun; … - In: International journal of hospitality management 99 (2021), pp. 1-14

Persistent link: https://www.econbiz.de/10013328076

The extended reality technology (ERT) framework for designing customer and service experiences in phygital settings : a service research agenda

Batat, Wided; Hammedi, Wafa - In: Journal of service management 34 (2023) 1, pp. 10-33

Persistent link: https://www.econbiz.de/10013537613

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