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Online customer experience : a model to assess and benchmark customers experience
2022E-commerce has become an essential and highly competitive channel for eretailers, who have felt the need to invest in the experience delivered to customers, to differentiate from the competition. Customer experience has become one of the most critical determinants of success for an online business.
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Customer Experience Journeys: Loyalty Loops Versus Involvement Spirals
Journal of Marketing, 2020Anton Siebert +2 more
exaly
Factors influencing customer experience management and customer experience value
Experience economy has changed the way firms conduct business. Firms need to provide a superior and memorable experience to sustain a competitive advantage. This study examines underlying factors affecting customer experience value in hotel industry context.openaire +1 more source
Customer experience: fundamental premises and implications for research
Journal of the Academy of Marketing Science, 2020Larissa Becker, Elina Jaakkola
exaly
Understanding Customer Experience Throughout the Customer Journey
Journal of Marketing, 2016Peter C Verhoef
exaly