Concepedia

Customer Experience Creation: Determinants, Dynamics and Management Strategies

Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne L. Roggeveen, Michael Tsiros, Leonard A. Schlesinger

Journal of Retailing · 2009 · 3K citations · 106 references

Concepts

BusinessMarketingMarketing ManagementCustomer Relationship ManagementMarketing StrategyStrategic MarketingCustomer EngagementCustomer Experience ManagementCustomer Experience StrategyCustomer LoyaltyCustomer RetentionCustomer SatisfactionCustomer ExperienceCustomer Perception AnalysisCustomer Service StrategyJourney-based Customer Experience

References

106

SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality

A. Parasuraman, Leonard L. Berry, Valarie A. Zeithaml · Zenodo (CERN European Organization for Nuclear Research) · 1988 · 21.2K citations · Full text

Business, Marketing, Marketing Management +12

Conceptualizing, Measuring, and Managing Customer-Based Brand Equity

Kevin Lane Keller · Journal of Marketing · 1993 · 10.5K citations

Business, Marketing, Marketing Management +14

The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun

Morris B. Holbrook, Elizabeth C. Hirschman · Journal of Consumer Research · 1982 · 8K citations

Social Sciences, Psychology, Social Psychology +16

Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value

Barry J. Babin, William R. Darden, Mitch Griffin · Journal of Consumer Research · 1994 · 5.9K citations

Business, Marketing, Marketing Management +17

Servicescapes: The Impact of Physical Surroundings on Customers and Employees

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

Business, Marketing, Organizational Behavior +10