Concepedia

Customer Experience Management

Customer Experience Management is a strategic discipline within service management that focuses on designing, orchestrating, and continuously optimizing all touchpoints and interactions across the customer journey to create cohesive, value-laden, and emotionally resonant experiences that foster long-term customer engagement and loyalty.

8.8K

Publications

876.3K

Citations

15.1K

Authors

3.6K

Institutions

Publications per year

2017–2026

3.8K

Variants

CemCxm

Parents

Children

Publications

8.8K

Customer Loyalty: Toward an Integrated Conceptual Framework

Anthony Steven Dick, Kunal Basu · Journal of the Academy of Marketing Science · 1994 · 6.6K citations

, , +14

A Service Quality Model and its Marketing Implications

Christian Grönroos · European Journal of Marketing · 1984 · 6.5K citations

, , +14

Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments

J. Joseph Cronin, Michael K. Brady, G. Tomas M. Hult · Journal of Retailing · 2000 · 6.4K citations

, , +16

Servicescapes: The Impact of Physical Surroundings on Customers and Employees

Mary Jo Bitner · Journal of Marketing · 1992 · 5.2K citations

, , +10

Understanding Customer Experience Throughout the Customer Journey

Katherine N. Lemon, Peter C. Verhoef · Journal of Marketing · 2016 · 5.2K citations · Full text

, , +14

1–5 of 8.8K

Authors

15.1K

  1. HH
    Heesup Han

    Sejong University, South Korea

    49 publications · 5.2K citations

    35

    h-index

  2. AS
    Anna S. Mattila

    Pennsylvania State University, United States

    42 publications · 5.7K citations

    33

    h-index

  3. LD
    Linda D. Hollebeek

    Tallinn University of Technology, Estonia

    25 publications · 7.5K citations

    25

    h-index

  4. BE
    Bo Edvardsson

    Karlstad University, Sweden

    28 publications · 3.8K citations

    24

    h-index

  5. PK
    Philipp Klaus

    International University of Monaco, Monaco

    28 publications · 3.7K citations

    24

    h-index

1–5 of 15.1K

Institutions

3.6K

  1. Hong Kong Polytechnic University

    Hong Kong, Hong Kong

    62 h-index

    266 publications

    21.2K citations

  2. Pennsylvania State University

    State College, United States

    57 h-index

    128 publications

    23.3K citations

  3. University of Central Florida

    Orlando, United States

    50 h-index

    156 publications

    24.8K citations

  4. Griffith University

    Brisbane, Australia

    47 h-index

    131 publications

    15.4K citations

  5. Karlstad University

    Karlstad, Sweden

    44 h-index

    118 publications

    15K citations

  6. Michigan State University

    East Lansing, United States

    41 h-index

    78 publications

    11K citations

  7. Cornell University

    Ithaca, United States

    40 h-index

    91 publications

    8.7K citations

  8. Hanken School of Economics

    Helsinki, Finland

    39 h-index

    83 publications

    11.5K citations

1–8 of 3.6K

Venues

  1. Journal of Business Research

    JBR · 289 publications · 45.1K citations

    112

    h-index

  2. Journal of Retailing and Consumer Services

    347 publications · 32.7K citations

    101

    h-index

  3. Journal of the Academy of Marketing Science

    148 publications · 67.6K citations

    91

    h-index

  4. International Journal of Hospitality Management

    216 publications · 28.9K citations

    91

    h-index

  5. Journal of Services Marketing

    208 publications · 23.4K citations

    84

    h-index

1–5