Many firms are adopting customer experience management as a route to differentiation, but
experience management in practice has only begun to be explored. Using a strategic …

This study investigates how citizens with characteristics aligned with the circular economy
utilize internal and external knowledge networks to enhance their practices in the 5Rs …

This article examines Tourist eXperience (TX) and cultural factors from the perspective of
Customer eXperience (CX). TX is understood to be the interactions with and responses of …

Omnichannel represents a customer‐oriented distribution paradigm through which retailers
can deliver a seamless customer experience and create an authentic brand narrative that is …

Given the growing importance of habit development in omnichannel literature, this study
aims to explore the factors contributing to the development of omnichannel shopping habit …

Purpose This editorial introduces a special issue of the Journal of Services Marketing,
dedicated to papers discussing the effect of the physical context on customer experience …

Customers desire personalized touchpoints, and practitioners largely agree that such
touchpoints constitute an essential success factor for firm and customer performance. To …

Purpose Despite the increasing relevance of seamless shopping experience in an
omnichannel context, research on how seamless shopping experience affects customers' …

Purpose The study aims to delve into the “phygital customer journey”(PCJ), which merges
physical and digital interactions in customer experiences, using a practice-based lens to …

Scholarly understanding of customer journeys has evolved from a linear, single service
provider perspective to encompass complex service delivery networks that involve multiple …