Customer experience management: toward implementing an evolving marketing concept

No abstract is available for this paper.

• Publication year

  2015

• Venue

  Journal of the Academy of Marketing Science

• Publication date

  2015-08-19

• Fields of study

  Business

• Identifiers
  DOI 10.1007/s11747-015-0460-7
• External record

  Open on Semantic Scholar

• Source metadata

  Semantic Scholar

• No claims are published for this paper.

• No concepts are published for this paper.

• Understanding and resolving major contractual breaches in buyer–seller relationships: a grounded theory approach

  2016cited by this paper
• The loss of the marketing department’s influence: is it really happening? And why worry?

  2015cited by this paper
• The role of the market sub-system and the socio-technical sub-system in innovation and firm performance: a dynamic capabilities approach

  2015cited by this paper
• The customer relationship management process: its measurement and impact on performance

  2015cited by this paper
• Beyond Fungible: Transforming Money into Moral and Social Resources

  2015cited by this paper
• Marketing Doctrine: A Principles-Based Approach to Guiding Marketing Decision Making in Firms

  2014cited by this paper
• Reaching the breaking point: a dynamic process theory of business-to-business customer defection

  2014cited by this paper
• Exploring value propositions and service innovation: a service-dominant logic study

  2014cited by this paper
• Looking beyond the Horizon: How to Approach the Customers’ Customers in Business-to-Business Markets

  2014cited by this paper
• Misalignment and Its Influence on Integration Quality in Multichannel Services

  2014cited by this paper
• Elevating marketing: marketing is dead! Long live marketing!

  2013cited by this paper
• Resource-based theory in marketing

  2013cited by this paper
• Multiple Reference Points in Sequential Hedonic Evaluation: An Empirical Analysis

  2013cited by this paper
• Deconstructing the “First Moment of Truth”: Understanding Unplanned Consideration and Purchase Conversion Using In-Store Video Tracking

  2013cited by this paper
• comparative advantage (theory of)

  2012cited by this paper
• From Common to Uncommon Knowledge: Foundations of Firm-Specific Use of Knowledge as a Resource

  2012cited by this paper
• Integrated marketing communication

  2012cited by this paper
• Linking Service-Dominant Logic and Strategic Business Practice

  2012cited by this paper
• Marketing Performance Measurement Systems: Does Comprehensiveness Really Improve Performance?

  2012cited by this paper
• What is Quality? An Integrative Framework of Processes and States

  2012cited by this paper
• Frontiers of the marketing paradigm in the third millennium

  2012cited by this paper
• Inter‐firm market orientation as antecedent of knowledge transfer, innovation and value creation in networks

  2011cited by this paper
• Toward a theory of the boundary-spanning marketing organization and insights from 31 organization theories

  2011influential reference
• Closing the Marketing Capabilities Gap

  2011cited by this paper
• Sustainability to support end-to-end value chains: the role of supply chain management

  2011cited by this paper
• A Stakeholder-Unifying, Cocreation Philosophy for Marketing

  2011cited by this paper
• Multilevel Service Design: From Customer Value Constellation to Service Experience Blueprinting

  2011cited by this paper
• Proactive customer orientation and its role for creating customer value in global markets

  2011cited by this paper
• What Do Resource- and Capability-Based Theories Propose?

  2011cited by this paper
• Customer experience quality: an exploration in business and consumer contexts using repertory grid technique

  2011cited by this paper
• Hybrid Offerings: How Manufacturing Firms Combine Goods and Services Successfully

  2011cited by this paper
• The Decline of Conceptual Articles and Implications for Knowledge Development

  2010cited by this paper
• Managing Marketing Channel Multiplicity

  2010cited by this paper
• Service, value networks and learning

  2010cited by this paper
• Service Design for Experience-Centric Services

  2010cited by this paper
• Managing CORPORATE IDENTITY

  2010cited by this paper
• Customer Experience Management in Retailing: An Organizing Framework

  2009cited by this paper
• Customer Experience Management in Retailing: Understanding the Buying Process

  2009cited by this paper
• Brand Experience: What is It? How is it Measured? Does it Affect Loyalty?

  2009cited by this paper
• Organizational Ambidexterity: Balancing Exploitation and Exploration for Sustained Performance

  2009cited by this paper
• What makes strategy making across the sales-marketing interface more successful?

  2009cited by this paper
• Customer Experience Creation: Determinants, Dynamics and Management Strategies

  2009influential reference
• Customer Experience Management in Retailing

  2009cited by this paper
• Service-dominant logic: continuing the evolution

  2008cited by this paper
• Designing Multi-Interface Service Experiences

  2008cited by this paper
• Organizational Ambidexterity: Antecedents, Outcomes, and Moderators

  2008cited by this paper
• The service-dominant logic and a hierarchy of operant resources: developing masterful operant resources and implications for marketing strategy

  2008cited by this paper
• Managing the co-creation of value

  2008cited by this paper
• Interaction Orientation and Firm Performance

  2008cited by this paper
• Doing Qualitative Research: A Comprehensive Guide

  2008cited by this paper
• METHODOLOGICAL FIT IN MANAGEMENT FIELD RESEARCH.

  2007cited by this paper
• A Longitudinal Examination of Net Promoter and Firm Revenue Growth

  2007cited by this paper
• How to Sustain the Customer Experience:: An Overview of Experience Components that Co-create Value With the Customer

  2007cited by this paper
• Rethinking Customer Solutions: From Product Bundles to Relational Processes

  2007cited by this paper
• Marketing Performance Measurement Ability and Firm Performance

  2007cited by this paper
• Dynamic capabilities: A review and research

  2007influential reference
• Dynamic Capabilities: A Review and Research Agenda

  2007cited by this paper
• Transcendent customer experience and brand community

  2007cited by this paper
• Understanding customer experience.

  2007cited by this paper
• Service Quality in Multichannel Services Employing Virtual Channels

  2006cited by this paper
• Integrated marketing.

  2006cited by this paper
• Creating a firm-level dynamic capability through capitalizing on market orientation and innovativeness

  2006cited by this paper
• The Service-dominant Logic of Marketing: Dialog, Debate, and Directions

  2006cited by this paper
• Cocreating Customer Value Through Hyperreality in the Prepurchase Service Experience

  2005cited by this paper
• Schumpeter's ghost: Is hypercompetition making the best of times shorter?

  2005cited by this paper
• Contractual governance, relational governance, and the performance of interfirm service exchanges: The influence of boundary-spanner closeness

  2005cited by this paper
• A Customer Relationship Management Roadmap: What is Known, Potential Pitfalls, and Where to Go

  2005cited by this paper
• Understanding Firms’ Customer Satisfaction Information Usage

  2005cited by this paper
• Online/In-Store Integration and Customer Retention

  2005cited by this paper
• A Strategic Framework for Customer Relationship Management

  2005influential reference
• Benchmarking Marketing Capabilities for Sustainable Competitive Advantage

  2005cited by this paper
• Managing corporate identity: An internal perspective

  2005cited by this paper
• The Role of Relational Information Processes and Technology Use in Customer Relationship Management

  2005cited by this paper
• The Customer Relationship Management Process: Its Measurement and Impact on Performance

  2004cited by this paper
• Responsive and proactive market orientation and new-product success.

  2004cited by this paper
• “Listening In” to Find and Explore New Combinations of Customer Needs

  2004cited by this paper
• Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers

  2003cited by this paper
• The art of continuous change

  2003cited by this paper
• Global Innovation

  2002cited by this paper
• Managing the Total Customer Experience

  2002cited by this paper
• Managing the Customer Experience: Turning customers into advocates

  2002cited by this paper
• Product Experience Is Seductive

  2002cited by this paper
• The birth of capabilities: market entry and the importance of pre-history

  2002cited by this paper
• Toward a synthesis of the resource‐based and dynamic‐capability views of rent creation

  2001cited by this paper
• Measuring the Customer Experience in Online Environments: A Structural Modeling Approach

  2000cited by this paper
• A Multiple-Layer Model of Market-Oriented Organizational Culture: Measurement Issues and Performance Outcomes

  2000cited by this paper
• DYNAMIC CAPABILITIES, WHAT ARE THEY?

  2000cited by this paper
• Basics of Qualitative Research: Techniques and Procedures for Developing Grounded Theory

  2000influential reference
• What is quality

  1999cited by this paper
• Welcome to the experience economy.

  1998cited by this paper
• The Art of Continuous Change : Linking Complexity Theory and Time-Paced Evolution in Relentlessly Shifting Organizations

  1997cited by this paper
• The service experience in two cultures: A behavioral perspective

  1997cited by this paper
• The Comparative Advantage Theory of Competition

  1995cited by this paper
• Reliability Measures for Qualitative Data: Theory and Implications

  1994cited by this paper
• The Capabilities of Market-Driven Organizations

  1994influential reference
• Determinants of Long-Term Orientation in Buyer-Seller Relationships

  1994cited by this paper
• Market Orientation: Antecedents and Consequences

  1993cited by this paper
• Ethical and Legal Foundations of Relational Marketing Exchanges

  1993cited by this paper
• River Magic: Extraordinary Experience and the Extended Service Encounter

  1993cited by this paper
• Cognitive, affective, and attribute bases of the satisfaction response.

  1993cited by this paper

• Analisis Pengaruh Brand Characteristics, Brand Image, Member Card, Terhadap Brand Loyality Dengan Brand Experience Sebagai Variabel Intervening Pada Swalayan Luwes Di Solo Raya

  2026cites this paper
• Navigating service recovery: a model for mobile ISPs in South Africa

  2026cites this paper
• Assessing Customer Experience in Digital Catering Services: Specifics of the Dark Kitchen Format

  2026cites this paper
• Pengaruh Perencanaan Produksi terhadap Ketepatan Waktu Penyajian dan Kepuasan Konsumen pada Restoran D’Cost

  2026cites this paper
• Can artificial intelligence enhance service quality?: Evidence from US financial services

  2026cites this paper
• Conceptualizing a Business Model Typology of Phygital Customer Experience to Build and Manage Phygital Ecosystems

  2026cites this paper
• Drivers of Omnichannel Customer Experience and Their Impact on Loyalty: Evidence from Garuda Indonesia

  2026cites this paper
• Sustainable Consumer Behavior in the Phygital Environment: Determinants of Sustainable Decision-Making at the Interface of Physical and Digital Worlds

  2026cites this paper
• Exploring Foreign Tourists’ Payment Experiences in China

  2026cites this paper
• Customer journey and experience in multi-stage e-retail delivery system (e-RDS): a process–perception perspective

  2026cites this paper
• Business intelligence, AI-driven personalization, and ethical customer segmentation in e-commerce: A systematic review of consumer trust and digital marketing

  2026cites this paper
• Customer service excellence in banking: a learning framework integrating 3Cs and digital feedback

  2026cites this paper
• Dynamic Customer Experience, Satisfaction, and Word-of-Mouth in Telecom-IT Sector

  2026influential citation
• Mapping the co-evolution of customer experience and customer journey research: a bibliometric review and future research agenda

  2026cites this paper
• Experiential marketing: systematic review and future research agenda

  2026cites this paper
• Do emergent technologies turbocharge adaptive selling behavior? A review and futuristic outlook

  2026cites this paper
• Determinantes de la Complacencia del Cliente y su Relación con la Calidad Percibida en el Sector Mobiliario

  2026cites this paper
• Customer-perspective measures and organizational performance: the moderating role of management support in Ghana’s oil and gas and telecommunications sectors

  2026cites this paper
• Cognitive biases and greenwashing in corporate sustainability: Biased to deceive.

  2026cites this paper
• Unlocking the power of artificial intelligence in customer relationship management: a comprehensive analysis of critical success factors

  2026cites this paper
• Omnichannel Integration Quality, Perceived Personalization, dan Online ‎Customer Experience: Dampaknya terhadap Perceived Brand Authenticity ‎dan Brand Loyalty

  2026cites this paper
• Marketer-generated content in digital social touchpoints: A systematic literature review and research agenda

  2026cites this paper
• My dog’s vacation: service dimensions in dog hotels and their impact on customer satisfaction

  2026cites this paper
• The Influence of Blood Donation Experience on Donor Behavior Through Donor Pride in Thailand

  2026cites this paper
• Gen Z tourist experience quality of visit to dark tourism sites: drivers and behavioural outcomes

  2026cites this paper
• Luxury experience touchpoints of the “one percent of the one percent” customers

  2026cites this paper
• Antecedents and consequences of salespeople’s resilience in B2B industry: how salespeople’s resilience drives their ambidexterity

  2026cites this paper
• Investigating brand loyalty in mobile payment apps: the impact of cognitive and app-level factors

  2025cites this paper
• Estrategias Coonsumer Centricity como Mecanismo de Fidelización de Clientes

  2025influential citation
• When does expectation fail? The consequences of negative customer experience in the banking industry

  2025cites this paper
• SOCIAL MEDIA MARKETING STRATEGIES: A RESEARCH STUDY ON BRAND ENGAGEMENT, CUSTOMER EXPERIENCE, AND BUSINESS GROWTH

  2025influential citation
• Determinants of repurchase intention in E-commerce and the moderating role of risks: an emerging digital economy perspective

  2025cites this paper
• A Proposed Marketing Strategy For Furniture Business: The Case of Embet Furniture

  2025cites this paper
• Touchpoints' role in the museum context: from affect to customer loyalty

  2025cites this paper
• Strategic role of customer-centric culture in driving engagement: insights from Saudi Arabia’s automotive sector

  2025cites this paper
• Evaluate CRM Performance with CSI and Science Ap-proach Implications for Marketing Strategy Umme Saladin Magic Potatoes

  2025cites this paper
• Enhancing Omnichannel Customer Experience: From a Customer Journey Design Perspective

  2025cites this paper
• Marketing attributes of upper echelons and international market performance: the role of digital marketing capabilities

  2025cites this paper
• Impact of customer experience in wine culture programs on behavioral intentions

  2025cites this paper
• Repurchase Interest Based on Experiential Marketing and Consumer Satisfaction as Intervening Variables

  2025cites this paper
• Drivers and Impacts of Augmented Reality Immersion in Food Ordering Apps

  2025cites this paper
• The emergence and influence of the customer experience in the context of sustainable consumption

  2025cites this paper
• Preventing complaints before they happen: How AI-driven sentiment analysis enables proactive service recovery

  2025cites this paper
• Evaluating Levels of Automation in Primary Care Technologies: Identifying Gaps and Opportunities to Enhance Patient and Physician Experiences

  2025cites this paper
• The customer journey in the light of sensory marketing for fast food restaurants

  2025cites this paper
• What makes local retailers commit to multinational brands: Evidence from multinational brand-retailer dyads in emerging markets

  2025cites this paper
• Exploring the Relationship Between Customer Experience, Revisit Intention, Customer Value and Engagement in the Hotel Industry

  2025cites this paper
• Unveiling the link between quality management maturity and cost of quality management in the Moroccan agrifood sector: a qualitative study

  2025cites this paper
• Customer-Centric Digital Transformation: How Businesses are Using Technology to Create Unforgettable Experiences

  2025cites this paper
• Customer Centricity in B2B Context: Exploring Triggers, Enablers, and Barriers to Strategy Formulation and Implementation

  2025cites this paper
• Tüketici Davranışlarının Dijital Pazarlama İle Dönüşümünü Ele Alan Araştırmaların Bibliyometrik Analizi

  2025cites this paper
• Reconciling the dimensions of healthcare service quality and experience quality using PLS-SEM

  2025cites this paper
• Impact of Customer Journey Mapping on Customer Loyalty: The Moderating Role of Customer Satisfaction

  2025cites this paper
• Analisis Layanan Prima dalam Penanganan Keluhan Pelanggan di PT XYZ: Evaluasi Efektivitas, Dampak terhadap Kepuasan, dan Strategi Peningkatan Kinerja Layanan

  2025cites this paper
• A meta-narrative of consumer journeys in access-based consumption: a case of fashion rentals

  2025cites this paper
• The Role of Management Theories and Tools in Creating Added Value: Insights from the Prefabricated Residential Building Sector

  2025cites this paper
• From Standardization to Personalization: Rethinking International Branding and Pricing Strategies

  2025cites this paper
• Customer engagement strategies for digital offerings: An empirical study of B2B suppliers

  2025cites this paper
• Ecosystem Orchestration Work in the Digital Transformation of Ecosystems

  2025cites this paper
• The Dilemma of the Sustainable Development of Agricultural Product Brands and the Construction of Trust: An Empirical Study Based on Consumer Psychological Mechanisms

  2025cites this paper
• Digital transformation for quality management, operational excellence, and sales force effectiveness in an Industry 4.0 context: Evidence from Siemens AG

  2025cites this paper
• Unraveling the Influence: Exploring the Role of User Generated Content Along the Customer Journey and Understanding Its Relevance for Research and Practice

  2025cites this paper
• HOW BRANDS INFLUENCE YOUR SHOPPING DECISIONS: THE HIDDEN PSYCHOLOGY BEHIND YOUR PURCHASES

  2025cites this paper
• Developing holistic customer experience frameworks: Integrating journey management for enhanced service quality, satisfaction, and loyalty

  2025cites this paper
• Study of the dual mechanisms of satisfaction in product experiences: Retrospective and cumulative mechanisms

  2025cites this paper
• How Does Brand Experience Affect the Brand Attachment from the Cross-Cultural Marketing Perspective—Mediating Effect Based on Happy Emotions

  2025cites this paper
• Process Optimisation Methodology and the Impact of it on Customer Experience at an Information Technology Company in South Africa

  2025cites this paper
• Analyzing Consumer Behavior: The Role of Gender and Income in Food Delivery Services

  2025cites this paper
• Integrating Customer Experience (CX) in Sustainable Product Life Cycle

  2025cites this paper
• Does customer experience and digital competency matter for online brand advocacy under the lens of mediation? An extension of TAM

  2025cites this paper
• The role of customer experience dimensions in expanding customer–firm relationships: A customer expansion journey approach

  2025cites this paper
• Artificial intelligence in customer relationship management: A systematic framework for a successful integration

  2025cites this paper
• Exploring business practices, strategies and value creation through digital transformation in retail companies

  2025cites this paper
• Tourisme territorial expérientiel des sites naturels : une analyse netnographique de Ses manifestations

  2025cites this paper
• Optimising visitor engagement: the role of pre-purchase touchpoints in cultural heritage tourism

  2025cites this paper
• Impact of customer tenure on customer strategy

  2025cites this paper
• Real vs. Perceived Use: Understanding Their Divergent Effects on Matchmaking Intentions in Metaverse

  2025cites this paper
• Customer Experience Management in age of AI: Strategies for Personalization and Loyalty

  2025cites this paper
• Análise dos atores do ecossistema de inovação da região noroeste e missões do estado do Rio Grande do Sul (RS)

  2025cites this paper
• Salesperson self-esteem: Measure development and validation

  2025cites this paper
• MARKETING EXPENDITURE AND FINANCIAL GROWTH: UNRAVELING THE IMPACT ON FMCG COMPANIES

  2025cites this paper
• Environmental practices, service quality, and behavioral intention of hotel in Central Visayas Region

  2025cites this paper
• Aligning quality management and sustainability: a cross-industry analysis of case studies for achieving UNSDGs

  2025cites this paper
• The Role of Artificial Intelligence in Personalizing Social Media Marketing Strategies for Enhanced Customer Experience

  2025cites this paper
• A two-period game-theoretic model for the equilibrium decisions in the presence of strategic inventory in supply chain management

  2025cites this paper
• Measuring Consumer Experience in Community Unmanned Stores: Development of the ECUS-Scale for Omnichannel Digital Retail

  2025cites this paper
• Deploying the B2B customer journey: a pragmatic framework for implementation

  2025cites this paper
• B2B manufacturers in pursuit of Product-as-a-Service: Motivations, barriers, and approaches

  2025cites this paper
• Crafting Digital Experiences: Relational Strategies for SME Brands in Direct-to-Consumer Markets

  2025cites this paper
• Enhancing phygital customer experience through generative AI: a social listening method for strategic retail decision-making

  2025cites this paper
• Customer experience management in B2B tourism: service business ecosystems

  2025cites this paper
• Effects of the mediating variable of customer experience on reducing customer confusion in corporate banking: a mixed research approach

  2025cites this paper
• Metaverse as content or container? Exploring the future of customer experience in tourism

  2025cites this paper
• Assessing the Satisfaction of Young Chinese Cruise Tourists Using the “Quad + SICAS” Touchpoints Model

  2025cites this paper
• Digital product success under the microscope: When artificial intelligence in projects helps — and when it hurts

  2025cites this paper
• Anchoring Human-Centeredness in Organizations: A Study on the Current State of UX Vision and UX Strategy

  2025cites this paper
• More than 20 years of scientific production on sensory/experiential marketing scales and instruments

  2025cites this paper
• Predictors of social media influencer marketing effectiveness: A comprehensive literature review and meta-analysis

  2025cites this paper
• Examining the customer experience in the metaverse retail revolution

  2025cites this paper
• The ICEF paradigm: Mapping CRM effectiveness through quadripartite framework of CRM success

  2025influential citation