Concepedia

Customer Experience Training

Customer Experience Training is an academic construct within the domain of Employee Service Training that specifies a systematic pedagogical method designed to equip service personnel with the competencies to anticipate, interpret, and enhance customer interactions through empathetic engagement, process optimization, and feedback integration.

54

Publications

5K

Citations

120

Authors

71

Institutions

Publications per year

2017–2026

14

Parents

Publications

54

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

Customer Experience Management in Retailing: Understanding the Buying Process

Nancy M. Puccinelli, Ronald C. Goodstein, Dhruv Grewal et al. · Journal of Retailing · 2009 · 944 citations

, , +14

A SERVICES MARKETING MANAGEMENT MODEL: INTEGRATING INTERNAL AND EXTERNAL MARKETING FUNCTIONS

Patriya Tansuhaj, Donna M. Randall, Jim McCullough · Journal of Services Marketing · 1988 · 151 citations

, , +17

Service quality and brand loyalty

Jane Hemsley‐Brown, Ibrahim Alnawas · International Journal of Contemporary Hospitality Management · 2016 · 144 citations

, , +17

1–5 of 54

Authors

120

  1. DG
    Dhruv Grewal

    Babson College, United States

    2 publications · 1.9K citations

    2

    h-index

  2. LN
    Lionel Nicod

    Aix-Marseille Université, France

    2 publications · 37 citations

    2

    h-index

  3. BH
    Brian H. Kleiner

    California State University, Fullerton, United States

    2 publications · 79 citations

    2

    h-index

  4. JR
    Janet R. McColl‐Kennedy

    The University of Queensland, Australia

    2 publications · 97 citations

    2

    h-index

  5. SL
    Sylvie Llosa

    Aix-Marseille Université, France

    2 publications · 37 citations

    2

    h-index

1–5 of 120

Institutions

71

  1. Babson College

    Wellesley, United States

    3 h-index

    4 publications

    3K citations

  2. The University of Queensland

    Brisbane, Australia

    2 h-index

    2 publications

    97 citations

  3. Hong Kong Polytechnic University

    Hong Kong, Hong Kong

    2 h-index

    2 publications

    33 citations

  4. Georgetown University

    Washington, United States

    2 h-index

    5 publications

    1.3K citations

  5. Aix-Marseille Université

    Marseille, France

    2 h-index

    4 publications

    74 citations

  6. University of Warwick

    Coventry, United Kingdom

    2 h-index

    2 publications

    74 citations

  7. University of Maryland, College Park

    College Park, United States

    2 h-index

    3 publications

    30 citations

  8. California State University, Fullerton

    Fullerton, United States

    2 h-index

    4 publications

    158 citations

1–8 of 71

Venues

  1. International Journal of Bank Marketing

    3 publications · 125 citations

    3

    h-index

  2. Journal of Retailing and Consumer Services

    3 publications · 216 citations

    3

    h-index

  3. Choice Reviews Online

    CRO · 2 publications · 31 citations

    2

    h-index

  4. Journal of Retailing

    2 publications · 1.9K citations

    2

    h-index

  5. Managing Service Quality

    MSQ · 2 publications · 79 citations

    2

    h-index

1–5