Relevant bibliographies by topics / Customer experience

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'Customer experience'

Author: Grafiati
Published: 4 June 2021
Last updated: 25 July 2025

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Journal articles on the topic "Customer experience"

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Pasaribu, Romindo M., Arlina Nurbaity Lubis, Endang Sulistya Rini, and Beby Karina F. Sembiring. "Examining Generation Z Loyalty in Medan's Fashion Sector Omnichannel." Journal of Ecohumanism 3, no. 6 (2024): 562–70. http://dx.doi.org/10.62754/joe.v3i6.4028.

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Generation Z's mobile behavior is a challenge for retailers in the fashion industry to provide and create experiences and engagement that will ultimately form loyalty. create experiences and engagement that will ultimately form customer loyalty. customers. The purpose of this study is to examine and analyze experience, customer engagement, and hedonic cultural value orientation in increasing the loyalty of generation Z customers in Medan City. This research was conducted on Generation Z in Medan City with a sample size of 440 respondents. Data analysis technique data analysis technique using S
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Gao, Wei, and Hua Fan. "Omni-Channel Customer Experience (In)Consistency and Service Success: A Study Based on Polynomial Regression Analysis." Journal of Theoretical and Applied Electronic Commerce Research 16, no. 6 (2021): 1997–2013. http://dx.doi.org/10.3390/jtaer16060112.

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Drawing on expectation disconfirmation theory, this study explores the dyadic nature of omni-channel consistency on customer experience. Specifically, we propose a conceptual model that focuses on a brand’s offline channel customer experience relative to that of its online channel, and test the influences of customer experience (in)consistency on customer satisfaction, which then improves repurchase intention and word-of-mouth. The results of polynomial regressions on 265 survey respondents indicate that given omni-channel customer experience inconsistency, customers prefer consistent online a
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Sultan, Abdullah. "Identifying brand touchpoints to increase switching costs in the banking industry." International Journal of Bank Marketing 38, no. 3 (2019): 718–36. http://dx.doi.org/10.1108/ijbm-07-2019-0255.

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Purpose The purpose of this paper is to study the effect of staged customer experiences on customer switching costs in the banking industry. Design/methodology/approach Brand touchpoints in the banking industry are identified by exploratory research using focus group sessions with bank customers and staff and refined by exploratory factor analysis using an independent sample of bank customers to form the staged customer experience construct. The proposed research model is then validated by confirmatory factor analysis with an independent sample using structural equation modeling. Findings Cust
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Åkesson, Maria, Bo Edvardsson, and Bård Tronvoll. "Customer experience from a self-service system perspective." Journal of Service Management 25, no. 5 (2014): 677–98. http://dx.doi.org/10.1108/josm-01-2013-0016.

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Purpose – A service system, including self-service technologies (SSTs), should facilitate actors’ value co-creation processes to enhance customer experiences. The purpose of this paper is to analyze how customers’ experiences – both favorable and unfavorable – are formed by identifying the underlying drivers when using SSTs in the context of a self-service-based system. The authors also analyze customers’ journeys, which occur before, during, and after their experience with a self-service-based system with SSTs. Design/methodology/approach – An exploratory, inductive study examines customers’
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Samsa, Caglar. "The Mediating Role of Firm Prestige in the Relationship between Perceived Quality and Behaviour Intention in Customer Cafeteria Experiences." Marketing and Management of Innovations 14, no. 2 (2023): 87–100. http://dx.doi.org/10.21272/mmi.2023.2-09.

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Customer experience is viewed from different perspectives as an economic, marketing, management, and competitive strategy. Regardless of the perspective, customer experience is a business strategy and a critical concept that plays a key role in firm success in the 21st century. In recent years, there has been an increasing focus on customer experience as a way for companies to differentiate themselves and build strong relationships with their customers. This approach is based on the idea that companies can build emotional bonds with their customers by providing memorable and positive experienc
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Suja, Suresh, and Krishnaveni Muthiah Dr. "Relationship of Customer Experience with Product-related and Market-related factors in Food Retailing Outlets." RESEARCH REVIEW International Journal of Multidisciplinary 03, no. 09 (2018): 70–74. https://doi.org/10.5281/zenodo.1409147.

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Customer experience is significant for every retailer as the strength of their business is dependent on the experiences provided for the customers. Experiences are unique as it varies from customer to customer, so the retailers are supposed to understand the nature of the experiences met by their customers. The article is focusing on the relationship of customer experience with product-related and market-related factors at food retailing outlets. The results have highlighted quality, price and assortment as important product-related factors and atmosphere, convenience and fast check-out as imp
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Nwankwo, Cosmas Anayochukwu, and MacDonald Isaac Kanyangale. "Customer Experience Management: Analysis of Customer Retention in Restaurants in Anambra State, Nigeria." Marketing of Scientific and Research Organizations 49, no. 3 (2023): 1–26. http://dx.doi.org/10.2478/minib-2023-0013.

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Abstract This study examined the effect of customer experience management (CEM) on customer retention in restaurants in Anambra State, Nigeria. Specifically, the study sought to investigate the influence of affective customer experience, cognitive customer experience, physical customer experience and social-identity customer experience on customer retention in restaurants in Anambra State, Nigeria. The study adopted a survey research method. The study found that affective customer experience, cognitive customer experience, physical customer experience and social-identity customer experiences h
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Rohmayanti, Annisa Nur, Siti Zakiah, and Umi Sumarsih. "Consumer Perception on Aspects of The Think & Act Experience at The Gacoan Noodle Restaurant Gatot Subroto, Bandung City." INTERACTION: Jurnal Pendidikan Bahasa 10, no. 2 (2023): 743–51. http://dx.doi.org/10.36232/jurnalpendidikanbahasa.v10i2.4897.

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This study discusses consumer perceptions of the Thinking and Acting experience at the Gacoan Gatot Subroto Noodle Restaurant, Bandung City. Think is an experience that demands intelligence to create cognitive experiences and problem-solving by involving consumers creatively; the Act is designed to create consumer experiences that are related to the physical body. Customer Experience is a big key in a business or company; Customer Experience depends on the service provided to customers by a company. Customer Experience is simply a process, strategy, and new implementation of a company to manag
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Hsieh, Yen-Hao, and Soe-Tsyr Yuan. "Using System Dynamics to Analyze Customer Experience Design." International Journal of Service Science, Management, Engineering, and Technology 1, no. 3 (2010): 84–99. http://dx.doi.org/10.4018/jssmet.2010070105.

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Today, customer experience design is an emerging research direction in the experience economy where good customer experiences can lead service providers to achieve their business goals. Customer expectation, another key point for designing service experiences, affects how customers really feel during service experience delivery, while service operation is another important factor must be taken into account. System dynamics, as an analytic tool, can provide designers with a different way of thinking by integrating these factors for customer experience design. Accordingly, this study not only mo
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Ogunnaike, Olaleke Oluseye, Solomon Agada Agada, Ogheneochuko Salome Ighomereho, and Taiye Tairat Borishade. "Social and Cultural Experiences with Loyalty towards Hotel Services: The Mediating Role of Customer Satisfaction." Sustainability 14, no. 14 (2022): 8789. http://dx.doi.org/10.3390/su14148789.

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The increasing role of the customer experience, based on the feelings the customers acquire from the interaction with a firm’s product and services, has been considered an effective influence on customer satisfaction and loyalty. Customer satisfaction also plays a linking role in the performance–loyalty link. This study, therefore, investigated the effect of the social- and cultural-experience dimensions on loyalty towards hotel services, with customer satisfaction playing a mediating role. Based on a cross-sectional survey of 532 customers of three-star hotels in Lagos State, Nigeria, the ana
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Dissertations / Theses on the topic "Customer experience"

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Mäkinen, H. (Heidi). "Customer experience in online environments." Master's thesis, University of Oulu, 2018. http://urn.fi/URN:NBN:fi:oulu-201806062491.

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Thus far the existing literature regarding customer experience has not examined the concept considering the influence of different online environments. However, this research gap has been addressed from all quarters. Given the ongoing shift from online environments enabled by stationary desktop devices to mobile online environments, it is important to gain understanding about the dynamics between the customer experience and these aforementioned online environments, that are selected under examination in this study. The aim of the study is to strengthen understanding of customer experience i
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Sukhu, Anupama. "Transcendent Experience: Role of Emotional Intelligence in Customer Experience." The Ohio State University, 2015. http://rave.ohiolink.edu/etdc/view?acc_num=osu1431002170.

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Verbauskienė, Lina. "Effect of customer experience on satisfaction and intentions of hospitality customers." Doctoral thesis, Lithuanian Academic Libraries Network (LABT), 2014. http://vddb.library.lt/obj/LT-eLABa-0001:E.02~2014~D_20141222_102513-16573.

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The analysis of the concept of customer experience, the types and peculiarities of customer experience, the concepts of experience and experiential marketing, the meaning and differences between these two concepts, the main aspects and peculiarities of these concepts are presented in the theoretical part of the thesis. This part of the paper also focuses on the explanation of the concept of hospitality and the composition of the sector of hospitality services. The peculiarities of hospitality customers, their experiences and application of experience marketing in the sector of hospitality are
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Anaman, Michael. "Toward a model of customer experience." Thesis, Brunel University, 2010. http://bura.brunel.ac.uk/handle/2438/5685.

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Retaining high-value and profitable customers is a major strategic objective for many companies. In mature mobile phone markets where growth has slowed, the defection of customers from one network to another has intensified and is strongly fuelled by poor Customer Experience. Trends in the service economy suggest that experience can be exploited as a means of supplying the basis of a new economic offering, ignited in part by the shift that is taking place in the analysis of people’s interaction with digital products. In this light, the research describes a strategic approach to the use of Info
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Manente, Marco <1993&gt. "Creating the customer experience in luxury." Master's Degree Thesis, Università Ca' Foscari Venezia, 2021. http://hdl.handle.net/10579/18587.

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In this dissertation, the main aim is to create the customer experience in the luxury sector through the description of the theoretical and practical frameworks of experience and successively comparing them in the luxury world. The first part will concern the proposed definitions and conceptual models useful to implement experience. Following the first part dedicated to experience only, its peculiar aspects in the luxury context will be explained in the second part. In the third and last part, a qualitative analysis about different case studies in different luxury industries will be developed
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Ullberg, Matilda, Alexandra Greus, and Sofia Dollerup. "Does the Experience really matter in B2B? : A Qualitative Study on Customer Experience Management in B2B." Thesis, Högskolan i Jönköping, Internationella Handelshögskolan, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-44041.

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Background: The concept of Customer Experience Management (CEM) is growing as a marketing tool used in order to remain a competitive actor on the market. By designing a customer experience, companies are able to differentiate themselves by offering a holistic customer experience.                                                                                             Problem: The existing body of knowledge regarding CEM in the B2B setting is limited. However, recent studies have begun to examine the fact that the buying process in B2B does not only concern task related and rational decision
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Nyberg, Emma, and Mathias Soini. "Experiential Marketing and Customer Experience - How apparel stores build customer experience and interaction using in-store touchpoints." Thesis, Högskolan i Jönköping, Internationella Handelshögskolan, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-35648.

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Abstract Purpose:The purpose of this study is to explore in-store touchpoints that help creating a positive customer experience in apparel stores. The aim of this thesis is to provide further insight that may be used for implementation of experiential marketing in stores.   Problem:As e-commerce channels are gaining more customers to the detriment of brick and mortar stores, the authors of this thesis believe it is relevant to study what apparel stores can do to enhance their customer experience. There is substantial research done on customer experience but not as much on the combination of to
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Kong, Xiangyu. "Exploring online customer experience : website features, customer activities and repurchase intentions." Thesis, University of Warwick, 2011. http://wrap.warwick.ac.uk/46789/.

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The purpose of this research is to provide a better understanding of customer experience as to how it could be used to contribute to experience-based design in the context of online retail services. The review of literature suggested that a good customer experience may bring various benefits to service organisations. However, many of the existing studies appear to be focused on traditional face-to-face services rather than e-services. Moreover, although it is proposed that services should be designed based on the customer experience, little literature was available to suggest how it could be d
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Pettersson, John. "Unifying the offline and online customer experience : An exploratory study of omni channel customer experience in furniture retail industry in Sweden." Thesis, KTH, Skolan för datavetenskap och kommunikation (CSC), 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-171040.

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This study attempts to identify possibilities for creating a unified offline and online customer experience across communication channels in a retail company. With the current technological development and the trend of customers shifting more to the online channel, the customers also expect more from this communication channel. Within the online channel a development into an omni- channel (unified experience across channels) approach is leading to new possibilities, and keeping up with the development will support companies to keep their competitive advantage. The study reviews a case (Mio) wi
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Palm, Sofia, and Rasmus Lundborg. "The Customer Experience in Online Product Communities." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-16064.

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Syfte: Syftet med denna studie är att undersöka hur kundens upplevelse formas i kontexten online product community, utifrån ett multidimensionellt perspektiv på kundupplevelsen.   Metod: Med bakgrund mot studiens syfte var det passande att använda en kvalitativ metod. Detta fenomen studerades genom en flerfallsstudie som den övergripande undersökningsdesignen.  Semi-strukturerade intervjuer har genomförts med respondenter från tre olika online product communities. Materialet har sedan analyserat genom en abduktiv analysmetod som är inspirerad av grounded theory.   Resultat &amp; slutsats: Stud
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Books on the topic "Customer experience"

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Shaw, Colin, Qaalfa Dibeehi, and Steven Walden. Customer Experience. Palgrave Macmillan UK, 2010. http://dx.doi.org/10.1057/9780230291775.

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Bruhn, Manfred, and Karsten Hadwich, eds. Customer Experience. Gabler Verlag, 2012. http://dx.doi.org/10.1007/978-3-8349-4001-8.

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Suwelack, Thomas. Toolbox Customer Experience. Springer Fachmedien Wiesbaden, 2020. http://dx.doi.org/10.1007/978-3-658-30698-4.

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Klaus, Philipp. Measuring Customer Experience. Palgrave Macmillan UK, 2015. http://dx.doi.org/10.1057/9781137375469.

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Robra-Bissantz, Susanne, and Christoph Lattemann, eds. Digital Customer Experience. Springer Fachmedien Wiesbaden, 2019. http://dx.doi.org/10.1007/978-3-658-22542-1.

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Horster, Eric. Customer Experience Management. Haufe, 2023. http://dx.doi.org/10.34157/978-3-648-16906-3.

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Shaw, Colin. Revolutionize Your Customer Experience. Palgrave Macmillan UK, 2005. http://dx.doi.org/10.1057/9780230513457.

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Lafrenière, Daniel. Delivering Fantastic Customer Experience. Productivity Press, 2019. http://dx.doi.org/10.4324/9780429328091.

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Aliekperov, Adyl. The Customer Experience Model. Routledge, 2020. http://dx.doi.org/10.4324/9781003053521.

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Wiedenhoefer, Lars. Digital Customer Experience Engineering. Apress, 2021. http://dx.doi.org/10.1007/978-1-4842-7243-5.

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Book chapters on the topic "Customer experience"

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Kaltenrieder, Bramwell, Marc K. Peter, and Kai Reinhardt. "Customer Experience." In Digitale Wettbewerbsvorteile in der Praxis. Schäffer-Poeschel, 2024. http://dx.doi.org/10.34156/978-3-7910-6062-0_7.

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Marvi, Reza, Dongmei Zha, and Pantea Foroudi. "Customer Experience." In Corporate Branding in Logistics and Transportation. Routledge, 2024. http://dx.doi.org/10.4324/9781003356882-5.

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Addis, Michela. "Customer experience." In Engaging Brands. Routledge, 2020. http://dx.doi.org/10.4324/9780429504266-2.

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Jones, Morgan L., Drew Butler, and Gerhard Plenert. "Customer Experience." In Transform BEHAVIORS, Transform RESULTS! Productivity Press, 2022. http://dx.doi.org/10.4324/9781003224747-7.

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Hake, Milena. "Customer Experience." In BestMasters. Springer Fachmedien Wiesbaden, 2025. https://doi.org/10.1007/978-3-658-48634-1_3.

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Bruhn, Manfred, and Karsten Hadwich. "Customer Experience – Eine Einführung in die theoretischen und praktischen Problemstellungen." In Customer Experience. Gabler Verlag, 2012. http://dx.doi.org/10.1007/978-3-8349-4001-8_1.

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Drengner, Jan, and Steffen Jahn. "Konsumerlebnisse im Dienstleistungssektor – Die Konzeptualisierung des Erlebniskonstrukts am Beispiel kollektiv-hedonistischer Dienstleistungen." In Customer Experience. Gabler Verlag, 2012. http://dx.doi.org/10.1007/978-3-8349-4001-8_10.

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Kirchgeorg, Manfred, and Beatrice Ermer. "Wahrnehmungswirkung von Messeständen als temporären Markenerlebniswelten." In Customer Experience. Gabler Verlag, 2012. http://dx.doi.org/10.1007/978-3-8349-4001-8_11.

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Schwertfeger, Marko, and Anja Geigenmüller. "Der Einfluss des Shopping Value auf die differenzierende Wirkung von Einkaufserlebnissen – Eine empirische Analyse." In Customer Experience. Gabler Verlag, 2012. http://dx.doi.org/10.1007/978-3-8349-4001-8_12.

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Kirchgeorg, Manfred, Christian Springer, and Beatrice Ermer. "Brand Lands – Inszenierung begehbarer Erlebniswelten für den Kunden." In Customer Experience. Gabler Verlag, 2012. http://dx.doi.org/10.1007/978-3-8349-4001-8_13.

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Conference papers on the topic "Customer experience"

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S, Perera A. P. S., Hettiarachchi A. B, Gunasekara P. G. A. I. P, Jayasekara H. L, Wishalya Tissera, and Samadhi Rathnayake. "Enhancing Fashion Intelligence for Exceptional Customer Experience." In 2024 8th International Conference on Business and Information Management (ICBIM). IEEE, 2024. https://doi.org/10.1109/icbim63313.2024.10823442.

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Lakshmana Rao, Ch, Kaustubh Arvind Sontakke, Jaymin Arvind Shah, Aditya Arvind Sontakke, Swapnagandha Jaymin Shah, and Madhavi Dhole. "AI for Enhanced Customer Experience in Banking." In 2024 Second International Conference Computational and Characterization Techniques in Engineering & Sciences (IC3TES). IEEE, 2024. https://doi.org/10.1109/ic3tes62412.2024.10877565.

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Jankova, Liga, and Andrejs Lazdins. "CUSTOMER RELATIONSHIP MANAGEMENT IN LATVIA." In 24th SGEM International Multidisciplinary Scientific GeoConference 2024. STEF92 Technology, 2024. https://doi.org/10.5593/sgem2024/5.1/s21.58.

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Understanding the nature and role of customer relationship management (hereinafter CRM) is an important prerequisite for business success. A customer requires the company to adhere to certain quality standards as well as affects the performance and management of the company. Customer relationships could be managed and developed to attract new customers and increase business profitability and customer loyalty. The customer is the most valuable asset of a company that helps to achieve goals set by the company. In Latvia, the need to view customer relationships as important in business management
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Meylina, Amelia, Amron Amron, and Piji Pakarti. "Exploring the Impact of Gamification to Perceived Enjoyment and Customer Personalized Experience to Increasing Customer Satisfaction and Customer Loyalty." In 2024 International Seminar on Application for Technology of Information and Communication (iSemantic). IEEE, 2024. https://doi.org/10.1109/isemantic63362.2024.10762420.

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Rusu, Virginica, Cristian Rusu, Federico Botella, and Daniela Quiñones. "Customer eXperience." In Interacción 2018: XIX International Conference on Human Computer Interaction. ACM, 2018. http://dx.doi.org/10.1145/3233824.3233848.

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Nagasawa, Shinya, and Yusuke Irisawa. "Brand Design based on Kansei Product Development: Integration among Customer Experience, Kansei Value, and Emotional Design." In 14th International Conference on Applied Human Factors and Ergonomics (AHFE 2023). AHFE International, 2023. http://dx.doi.org/10.54941/ahfe1003252.

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In this study, we have summarized the theories about the customer experience and have discussed the central position of the theories and the relationship between the theories. In addition, we attempted an analysis of two cases one involving a movie and the other a car. On the basis of this discussion and case analysis, the products and services in which the concept of emotional design is applied can be positioned as customer stimuli (i.e. stimuli of consumption behavior), by which the customer experience is created through Kansei information processing. We have also verified the fact that this
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Digmayer, Claas, Nina Rußkamp, and Eva-Maria Jakobs. "The Customer Experience of Energy Services." In 14th International Conference on Applied Human Factors and Ergonomics (AHFE 2023). AHFE International, 2023. http://dx.doi.org/10.54941/ahfe1003780.

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Climate protection and the limited availability of conventional energy sources have led to efforts to facilitate a transition to renewable sources. This trend also changes the way in which electricity is consumed and distributed: Recently, end-users have taken an increasingly active role in the electrical power system that enables a collective form of energy self-consumption and sharing - so-called ‘energy communities’ [1]. In these communities, energy is generated with solar or wind technologies and distributed between members using local grids and community battery storages.The diffusion of
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Ngele, Emmanuel. "Geo-semantic profiling of brand-specific customer experience using citizen-generated social media comments." In International Conference on Artificial Intelligence and Robotics. Machine Intelligence Research Group (MIRG), 2023. https://doi.org/10.52968/15061120.

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A good customer experience is likely to influence a customer’s decision to buy positively and equally a negative customer experience will most likely make a customer decide not to buy or go elsewhere. About 73% of customers said that one negative customer experience is enough for them to leave a brand, and go to a competitor. This research work will use text mining and sentiment analysis techniques to identify and categorize brand-specific social media comments into different groups, including positive, negative, and neutral comments. Geo-profiling techniques will be used to identify patterns
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Parandker, Sachin Ramesh, and Doji Lokku. "Customer Experience Management." In 2012 Third International Conference on Services in Emerging Markets (ICSEM). IEEE, 2012. http://dx.doi.org/10.1109/icsem.2012.14.

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Zapater, Sergi. "The Customer Experience Case." In DEBS '17: The 11th ACM International Conference on Distributed and Event-based Systems. ACM, 2017. http://dx.doi.org/10.1145/3093742.3098278.

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Reports on the topic "Customer experience"

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Aldrich, Susan. ResponseTek’s Customer Experience. Patricia Seybold Group, 2002. http://dx.doi.org/10.1571/pr2-15-02cc.

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Michelson, Brenda. Integration and Customer Experience. Patricia Seybold Group, 2005. http://dx.doi.org/10.1571/bda3-31-05cc.

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Marshak, Ronni. A Customer Experience Journey. Patricia Seybold Group, 2006. http://dx.doi.org/10.1571/cx10-05-06cc.

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Seybold, Patricia. Customer Portals: Central to Your Customer Experience Strategy. Patricia Seybold Group, 2005. http://dx.doi.org/10.1571/psgp1-27-05cc.

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Aldrich, Susan. Establishing Customer Experience Metrics Using Customer Scenario Maps. Patricia Seybold Group, 2005. http://dx.doi.org/10.1571/fw5-3-01cc.

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Seybold, Patricia. Meeting the Customer Experience Challenge. Patricia Seybold Group, 2005. http://dx.doi.org/10.1571/me11-3-05cc.

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Seybold, Patricia. Identifying Operational Customer Experience Metrics. Patricia Seybold Group, 2005. http://dx.doi.org/10.1571/me8-4-05cc.

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Marshak, Ronni. End-to-End Customer Experience. Patricia Seybold Group, 2011. http://dx.doi.org/10.1571/psgp02-10-11cc.

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Seybold, Patricia. How to Approach Customer Experience Management. Patricia Seybold Group, 2005. http://dx.doi.org/10.1571/me11-23-05cc.

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10

Aldrich, Susan. Adobe Recommendations: Personalizing the Customer Experience. Patricia Seybold Group, 2012. http://dx.doi.org/10.1571/pr08-16-12cc.

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