Customer journey has become an increasingly important concept to understand complex
customer behaviours and get insights into their experiences. While the term has been used …

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 …

Purpose Several researchers struggle with designing, writing-up and reviewing case study
research, but constructing a template for describing and justifying methodological choices is …

This research responds to calls for research on the devastating impact of the Covid-19
pandemic on the hospitality industry by investigating how hotel managers are designing …

Purpose The purpose of this paper is to investigate the mediation effect of customer
satisfaction in the relationship between service quality, service orientation, and marketing …

Immersive technologies are redefining and revolutionizing the staging of experiences and
co-creation of value, implicating the management of customer experiences. However, limited …

Augmented reality (AR) and virtual reality (VR) are promising approaches that B2B
companies consider to be part of their customer experience management. However, this …

Purpose This paper aims to focus on how companies shape the architecture of a phygital
customer journey through the exploitation of smart technologies. Design/methodology …

Purpose Effective customer journey design (ECJD) is considered a key variable in customer
experience management and an essential source of brand meaning and pro-brand …

Previous studies have consistently observed that international visitors are more satisfied
with the tourism experience than their domestic counterparts. To date, however, no study …