Customer journey has become an increasingly important concept to understand complex
customer behaviours and get insights into their experiences. While the term has been used …

Storytelling can arouse consumers' emotions and affect purchasing behavior through
desires and attitudes. While the marketing literature discusses storytelling, there is a lack of …

Research offers some indication that the online customers' shopping experience (OCSE)
can be a strong predictor of online impulsive buying behavior, but there is not much …

In response to initial voices that put the customer experience (management)(CX (M))
movement into question, this article aims to introduce a formal nomenclature to push the CX …

Although the customer experience is a key factor in helping firms gain a competitive
advantage, the knowledge regarding how to provide a superior customer experience in an …

The paramount importance for mobile retailers, expecting higher sales and cost savings is
customer retention. Though previous studies have explored various nuances of customer …

Public sectors are utilizing AI-based self-service technology (SST) at an accelerating rate,
given its potential for improving work efficiency and user experience, reducing service costs …

Over the last three decades, customer experience (CE) has developed from a burgeoning
concept to a widely recognized phenomenon in terms of both research and practice. To …

Purpose The purpose of this paper is to examine customers' perceptions of digital banking
(DB), customer experience, satisfaction, loyalty and financial performance (FP) in UK banks …

This paper examines the customer experience in relation to retailers'm-commerce mobile
applications. The research aims to understand the variables capable of influencing the …