Concepedia

Customer Experience Strategy

Customer Experience Strategy is a strategic framework within the domain of business strategy that delineates how an organization systematically orchestrates interactions across digital, marketing, and retail touchpoints to deliver differentiated, value-creating customer journeys that enhance satisfaction, loyalty, and competitive advantage.

164

Publications

18.8K

Citations

391

Authors

233

Institutions

Publications per year

2017–2026

75

Parents

Children

Publications

164

Customer Experience Creation: Determinants, Dynamics and Management Strategies

Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman et al. · Journal of Retailing · 2009 · 3K citations

, , +13

Welcome to the experience economy.

B. Joseph Pine, James H. Gilmore · PubMed · 1998 · 2.5K citations

, , +13

The future of competition: co-creating unique value with customers

Choice Reviews Online · 2004 · 2.2K citations

, , +14

Customer Experience Management in Retailing: An Organizing Framework

Dhruv Grewal, Michael Lévy, V. Kumar · Journal of Retailing · 2009 · 989 citations

, , +14

Customer experience management: toward implementing an evolving marketing concept

Christian Homburg, Danijel Jozić, Christina Kuehnl · Journal of the Academy of Marketing Science · 2015 · 973 citations

, , +14

1–5 of 164

Authors

391

  1. PK
    Philipp Klaus

    International University of Monaco, Monaco

    6 publications · 289 citations

    6

    h-index

  2. DM
    Dominik Mahr

    Maastricht University, Netherlands

    3 publications · 462 citations

    3

    h-index

  3. DG
    Dhruv Grewal

    Babson College, United States

    3 publications · 1.2K citations

    3

    h-index

  4. VV
    Vania Vigolo

    University of Verona, Italy

    3 publications · 281 citations

    3

    h-index

  5. AB
    Angelo Bonfanti

    University of Verona, Italy

    3 publications · 281 citations

    3

    h-index

1–5 of 391

Institutions

233

  1. Babson College

    Wellesley, United States

    6 h-index

    10 publications

    8.7K citations

  2. University of Verona

    Verona, Italy

    4 h-index

    8 publications

    632 citations

  3. Hanken School of Economics

    Helsinki, Finland

    4 h-index

    6 publications

    1.2K citations

  4. University of Central Florida

    Orlando, United States

    4 h-index

    8 publications

    2.2K citations

  5. Loughborough University

    Loughborough, United Kingdom

    3 h-index

    7 publications

    370 citations

  6. Karlstad University

    Karlstad, Sweden

    3 h-index

    4 publications

    938 citations

  7. Maastricht University

    Maastricht, The Netherlands

    3 h-index

    9 publications

    1.6K citations

  8. Griffith University

    Brisbane, Australia

    3 h-index

    6 publications

    473 citations

1–8 of 233

Venues

  1. Journal of Retailing and Consumer Services

    6 publications · 378 citations

    6

    h-index

  2. Journal of Business Research

    JBR · 6 publications · 869 citations

    6

    h-index

  3. Business Horizons

    5 publications · 733 citations

    5

    h-index

  4. Journal of Business Strategy

    5 publications · 164 citations

    5

    h-index

  5. Information & Management

    4 publications · 332 citations

    4

    h-index

1–5