Concepedia

Customer Journey Touchpoints

Customer Journey Touchpoints is an academic construct denoting the discrete points of interaction between a customer and a brand across multiple integrated channels, distinguished by their role in shaping the customer’s experience and influencing progression along the omnichannel journey.

31

Publications

1.9K

Citations

78

Authors

44

Institutions

Publications per year

2017–2026

24

Parents

Publications

31

Towards the identification of customer experience touch point elements

Alisha Stein, B. Ramaseshan · Journal of Retailing and Consumer Services · 2016 · 286 citations · Full text

, , +12

The DAST Framework for Retail Atmospherics: The Impact of In- and Out-of-Store Retail Journey Touchpoints on the Customer Experience

Anne L. Roggeveen, Dhruv Grewal, Elisa B. Schweiger · Journal of Retailing · 2019 · 246 citations · Full text

, , +17

Path to Purpose? How Online Customer Journeys Differ for Hedonic Versus Utilitarian Purchases

Jingjing Li, Ahmed Abbasi, Amar Cheema et al. · Journal of Marketing · 2020 · 158 citations · Full text

, , +15

Customer Experience: Conceptualization, Measurement, and Application in Omnichannel Environments

Markus Gahler, Jan F. Klein, Michael Paul · Journal of Service Research · 2022 · 157 citations · Full text

, , +17

Using Customer Journey Maps to Improve Customer Experience

Adam Richardson · 2015 · 153 citations

, , +15

1–5 of 31

Authors

78

  1. JS
    Josef S. Schmid

    1 publications · 23 citations

    1

    h-index

  2. CH
    Cathy Hart

    Loughborough University, United Kingdom

    1 publications · 34 citations

    1

    h-index

  3. HV
    Heli Väätäjä

    1 publications · 12 citations

    1

    h-index

  4. MA
    Marelby Amado Mateus

    Universidad del Rosario, Colombia

    1 publications · 35 citations

    1

    h-index

  5. AC
    Amar Cheema

    University of Virginia, United States

    1 publications · 158 citations

    1

    h-index

1–5 of 78

Institutions

44

  1. Babson College

    Wellesley, United States

    2 h-index

    3 publications

    562 citations

  2. University of Bath

    Bath, United Kingdom

    1 h-index

    1 publications

    246 citations

  3. Tilburg University

    Tilburg, The Netherlands

    1 h-index

    1 publications

    157 citations

  4. École Supérieure de Commerce de Rennes

    Rennes, France

    1 h-index

    1 publications

    36 citations

  5. University of Salerno

    Fisciano, Italy

    1 h-index

    1 publications

    18 citations

  6. Epson (United States)

    Long Beach, United States

    1 h-index

    1 publications

    158 citations

  7. Tatung University

    Taipei, Taiwan

    1 h-index

    2 publications

    36 citations

  8. Hunan University

    Changsha, China

    1 h-index

    2 publications

    142 citations

1–8 of 44

Venues

  1. Journal of Retailing and Consumer Services

    4 publications · 384 citations

    4

    h-index

  2. Journal of Business Research

    JBR · 3 publications · 116 citations

    3

    h-index

  3. The TQM Journal

    2 publications · 81 citations

    2

    h-index

  4. Journal of Open Innovation Technology Market and Complexity

    JOItmC · 2 publications · 46 citations

    2

    h-index

  5. Journal of Marketing

    JM · 1 publications · 158 citations

    1

    h-index

1–5