Over the last three decades, customer experience (CE) has developed from a burgeoning
concept to a widely recognized phenomenon in terms of both research and practice. To …

Purpose The purpose of this paper is to provide a critical review of research on customer
experience management (CEM). The objectives are as follows. The paper first introduces …

In response to initial voices that put the customer experience (management)(CX (M))
movement into question, this article aims to introduce a formal nomenclature to push the CX …

Abstract The consumer Internet of Things (IoT) has the potential to revolutionize consumer
experience. Because consumers can actively interact with smart objects, the traditional …

Customer perceived value (CPV) is a cornerstone of marketing literature. However, myriad
studies have generated contradictory empirical findings. In addition, though some existing …

Responding to the need of studies covering the interplay between customer experience and
emotions within specific facets of the tourism industry, this study proposed a model to assess …

The surge in academic and practical interest in the topic of value co-creation (VCC)
highlights an equivocal understanding of its conceptual boundaries and empirical …

This study investigates the psychological motivation of customer engagement and examines
the underlying factors of customer behavior in offline retail environments. Our study is based …

Marketers face the challenge of resource allocation across a range of touchpoints. Hence
understanding their relative impact is important, but previous research tends to examine …

We comment on Gilovich and colleagues' program of research on happiness resulting from
experiential versus material purchases, and critique these authors' interpretation that people …