摘要面对宏观环境变化影响的动荡市场， 客户体验的复杂性愈演愈烈。 这意味着客户体验过程
中可能涉及无数不可控因素。 因此， 学者们呼吁要全面了解， 综合研究不同宏观环境因素对于 …

Nowadays, customer experience is receiving much attention in scientific and managerial
community. Scholars and practitioners state that customer experience is the next area of …

This study aims to investigate the relationships among organizational service climate,
Employee satisfaction, and Service quality and customer satisfaction. Based on a theoretical …

Customer experience research: intellectual structure and future research opportunities |
Emerald Insight Books and journals Case studies Expert Briefings Open Access Publish with …

Purpose–The paper investigates the impacts of customer‐service interactions on
relationship quality in retailing services in China. Design/methodology/approach–The study …

This study focuses on the development of a customer experience ecosystem during a
journey which is embedded in meso-and macro-layers. Using the critical incident technique …

Purpose The purpose of this paper is to review the literature on customer experience to
develop a better understanding of the concept and propose a research agenda …

This paper examines several work climate variables and their impact on service quality.
While there exists a variety of work climates relevant to contact employees during service …

Quality of services provided by employees has been found to be dependent on
management practices and support. This study models the relationships between …

This paper examines several work climate variables and their impact on service quality.
While there exists a variety of work climates relevant to contact employees during service …