We present an integrative review of existing marketing research on mobile apps, clarifying
and expanding what is known around how apps shape customer experiences and value …

The proposed framework sheds light on the fundamental role that value propositions play in
service systems. Building on service-dominant logic from marketing and structuration theory …

Online food-delivery aggregators (OFA's) are expanding choice and convenience, allowing
customers to order from a wide array of restaurants with a single tap on their smart phones …

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

CRM has traditionally referred to a company managing relationships with customers. The
rise of social media, which has connected and empowered customers, challenges this …

In today's highly dynamic and interactive business environment, the role of “customer
engagement”(CE) in cocreating customer experience and value is receiving increasing …

Many major consumer-driven companies have started to use augmented-reality (AR)
technology and AR apps to enrich their customers' shop** experiences and engagement …

Much practitioner attention is devoted to the concept of customer experience (CX)(Verhoef et
al. 2009). Forrester Research finds that CX is the current No. 1 priority of executives …

Organizations are increasingly seeking customer participation and engagement with their
brands. Despite significant practitioner interest, scholarly inquiry into the 'customer brand …

Consumer engagement has been widely discussed in both the academic and practitioner
literature, but there is no consensus about its meaning, what phenomena constitute …