Results 71 to 80 of about 7,818 (212)
When Bad Feels Better: How Negative Online Brand Engagement Transforms Into Consumer Happiness
Psychology &Marketing, EarlyView.ABSTRACT Brands are increasingly prioritizing consumer happiness alongside profit, yet research offers limited guidance on fostering this in negative consumer‐brand contexts. Drawing on the broaden‐and‐build theory, this work models consumer pathways from anti‐consumption and disidentification to negative cognition and affection, to constructive and ...
Xinyu Dong +2 more
wiley +1 more source
Selecting which touchpoints to manage for customer loyalty: an empirical analysis in retail banking
, 2019 Customer Experience develops through a journey of touchpoints. However, little is known on the role of touchpoints in contributing to customer loyalty, which is the final aim of Customer Experience Management.
Ziliani, Cristina, Ieva, Marco
core +1 more source
Onboarding and Agency: Responding to Episodic Loneliness in Immersive Services
Psychology &Marketing, EarlyView.ABSTRACT Loneliness is a growing concern in long‐duration immersive services, where consumers not only transition into the service but also experience multiple identity transitions and life events while in the service. We argue that loneliness in these settings emerges not only as a chronic experience from a lack of social opportunities, but also ...
Alexandra Zimbatu +3 more
wiley +1 more source
Managing digitalized touchpoints in B2B customer journeys [Elektronisk resurs]
Business-to-business (B2B) suppliers need to develop specific capabilities to successfully manage digitalized touchpoints in B2B customer journeys. As digitalization leads to shifts in touchpoints, new demands arise regarding a supplier's ability to ...
Kindström, Daniel, +3 more
core +1 more source
Psychology &Marketing, EarlyView.ABSTRACT Luxury brands communicate symbolic value through a variety of brand signals, among which exclusivity and heritage represent two most prominent yet conceptually distinctive luxury signals. However, little is known about whether consumers respond equally favorably to these alternative luxury brand signaling strategies. This research examines how
Arnold Japutra +4 more
wiley +1 more source
Fractal and FractionalThis study models customer patterns using fractal analysis and examines how touchpoints and customer journey mapping shape value to enhance sustainable organizational and customer performance.
Nicoleta-Valentina Florea +4 more
doaj +1 more source
The role of touchpoints in driving loyalty. Implications for omnichannel retailing
, 2018 The current availability of multiple touchpoints enables customers and retailers to continuously interact, leading to an increase in the complexity of the customer experience.
Ziliani Cristina, Ieva Marco
core +1 more source
Emergencies in Amyotrophic Lateral Sclerosis
Muscle &Nerve, EarlyView.ABSTRACT Emergencies are frequent in people living with amyotrophic lateral sclerosis (pALS), especially as the disease progresses, and can necessitate urgent evaluation and intervention. Progressive weakness in ALS inevitably increases fall risk, making discussion of fall prevention strategies integral to caring for pALS.
S. Pinar Uysal +9 more
wiley +1 more source
Nonprofit Management and Leadership, EarlyView.ABSTRACT The purpose of this paper is to develop foundational propositions designed to reflect success factors in the recruitment and retention of volunteers for future longevity. Using insights gathered from three universities' experiences of student volunteering during COVID‐19, plus capturing the experiences of volunteer involving organizations, we ...
Ingrid O'Brien +5 more
wiley +1 more source
Understanding Online Customer Touchpoints : A Deep Learning Approach to Enhancing Customer Experience in Digital Retail [PDF]
, 2023 This study investigates the main touchpoints that customers value most when shopping online and their attitudes towards them, using Ocado's customer reviews as a case study.
Fayoumi, Amjad +2 more
core +1 more source