Customer experience is a key marketing concept, yet the growing number of studies focused
on this topic has led to considerable fragmentation and theoretical confusion. To move the …

Purpose In the contemporary hospitality industry, superior customer experiences are
essential in gaining customer loyalty and achieving a competitive advantage. However …

Defining and improving customer experience is a growing priority for market research
because experience is replacing quality as the competitive battleground for marketing …

Purpose While customer experience (CE) is recognized as a critical determinant of business
success, both academics and managers are yet to find a means to gain a comprehensive …

Purpose–The purpose of this paper is to conceptualize, construct, refine and empirically
validate a multiple‐item scale for measuring customers' service experience (EXQ) …

The crucial role of customers' positive experience and their subsequent word-of-mouth have
been highlighted by both scholars and practitioners for all industry sectors. In response to an …

Purpose The concept of online customer service experience (OCSE) has recently received
great interest from academia and businesses alike. Despite the belief that providing superb …

The creation of strong customer experiences is a pivotal topic in the services marketing field,
as customer experience (CX) has repeatedly been associated with customer commitment …

Prior research examining the concept of customer experience quality (CEQ) is inconclusive
and incoherent regarding the number and the nature of experiences in the context of the …

This article draws on the conflicting arguments surrounding outdoor adventure tourism
activities to determine if such activities might usefully be considered beneficial for humans …