Purpose The purpose of this paper is to review the literature on customer experience to
develop a better understanding of the concept and propose a research agenda …

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 …

Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer
Satisfaction, this is the definitive text on the meaning, causes, and consequences of …

Brand experience is conceptualized as sensations, feelings, cognitions, and behavioral
responses evoked by brand-related stimuli that are part of a brand's design and identity …

This study proposes a conceptual model for customer experience quality and its impact on
customer relationship outcomes. Customer experience is conceptualized as the customer's …

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 …

Smart technologies grant brick-and-mortar retailers novel opportunities to introduce the
amenities of online retailing, such as data-driven personalization, into physical interactions …

This paper combines insights from marketing and information systems research to arrive at
an integrative model of online brand experience. In this model emotional aspects of brand …

Customer interactions with an organization's website create opportunities for positive
experiences that can lead to long‐term relationship building. The range of potential …

This research note explored the less-understood relationships between customer delights
and revisit intention. We draw on extant literature to develop and propose a new conceptual …