The origins of digital service innovation (DSI): systematic review of ontology and future research agenda
Purpose The purpose of this study is to disclose ontology of DSI as a novel concept in
servitization community, explore the research context and themes (ie technological and …
servitization community, explore the research context and themes (ie technological and …
[HTML][HTML] Digital content marketing in business markets: Activities, consequences, and contingencies along the customer journey
Fundamental shifts in business-to-business (B2B) buying behavior make digital content
marketing (DCM) a strategic priority for vendors, though firms struggle to achieve its full …
marketing (DCM) a strategic priority for vendors, though firms struggle to achieve its full …
Customers' service-related engagement, experience, and behavioral intent: Moderating role of age
RA Rather, LD Hollebeek - Journal of Retailing and Consumer Services, 2021 - Elsevier
Though customer engagement (CE) and experience are important research priorities,
empirically derived insight into these concepts and their associations remains scarce. We …
empirically derived insight into these concepts and their associations remains scarce. We …
Customer experience orientation: Conceptual model, propositions, and research directions
Many firms are adopting customer experience management as a route to differentiation, but
experience management in practice has only begun to be explored. Using a strategic …
experience management in practice has only begun to be explored. Using a strategic …
Exploring the role of personality, trust, and privacy in customer experience performance during voice shop**: Evidence from SEM and fuzzy set qualitative …
Voice shop** is becoming increasingly popular among consumers due to the ubiquitous
presence of artificial intelligence (AI)-based voice assistants in our daily lives. This study …
presence of artificial intelligence (AI)-based voice assistants in our daily lives. This study …
[HTML][HTML] B2B customer journeys: Conceptualization and an integrative framework
Marketing practitioners and consultants have widely adopted the concept of customer
journeys for use in analyzing contemporary B2B customer behavior, but despite this …
journeys for use in analyzing contemporary B2B customer behavior, but despite this …
Digital service innovation in B2B markets
Purpose Technology-enabled business-to-business (B2B) services contribute the largest
share to GDP growth and are fundamental for an economy's value creation. This article aims …
share to GDP growth and are fundamental for an economy's value creation. This article aims …
[HTML][HTML] Digitalizing customer journeys in B2B markets
This paper explores the digitalization of business-to-business (B2B) customer journeys,
which is recognized as a top research priority, but one that has not yet received substantial …
which is recognized as a top research priority, but one that has not yet received substantial …
Customer experience management strategies in upscale restaurants: Lessons from the Covid-19 pandemic
This study addresses customer experience management (CXM) in upscale restaurants.
Specifically, it examines restaurateurs' perceptions of customers' changing needs following …
Specifically, it examines restaurateurs' perceptions of customers' changing needs following …
Customer journey management capability in business-to-business markets: Its bright and dark sides and overall impact on firm performance
C Homburg, M Tischer - Journal of the Academy of Marketing Science, 2023 - Springer
Abstract Business-to-business (B2B) practitioners are increasingly interested in capabilities
to holistically manage touchpoints along B2B customer journeys (CJs) to remain …
to holistically manage touchpoints along B2B customer journeys (CJs) to remain …