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 Customer journeys have become an increasingly important topic in service
management and design. The purpose of this paper is to review customer journey …

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 …

Abstract The arrival of Virtual-Reality, Augmented-Reality, and Mixed-Reality technologies is
shaping a new environment where physical and virtual objects are integrated at different …

Understanding customer experience and the customer journey over time is critical for firms.
Customers now interact with firms through myriad touch points in multiple channels and …

Virtual and augmented reality are changing how companies interact with customers.
However, previous research has paid little attention to compare their effectiveness. This …

Recently, practitioners have begun appraising an effective customer journey design (CJD)
as an important source of customer value in increasingly complex and digitalized consumer …

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

The remarkable growth of e-commerce has defined the recent years of various industries
worldwide. Driven by consumers, the e-commerce surge (e-retail in particular) stems from …

This article contributes a novel approach to public service design in the age of digitalization.
Termed 'design for experience', this approach builds on developments in the fields of …