The multilevel nature of customer experience research: an integrative review and research agenda
AM Kranzbühler, MHP Kleijnen… - International Journal …, 2018 - Wiley Online Library
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 …
concept to a widely recognized phenomenon in terms of both research and practice. To …
A dual model of product involvement for effective virtual reality: The roles of imagination, co-creation, telepresence, and interactivity
Virtual reality (VR) is receiving increasing interest from marketers as this technology
provides significant opportunities for enhancing consumer engagement and responses …
provides significant opportunities for enhancing consumer engagement and responses …
The DAST framework for retail atmospherics: The impact of in-and out-of-store retail journey touchpoints on the customer experience
A proposed design–ambient–social–trialability (DAST) framework for retail atmospherics
broadens conceptualizations to encompass not only the in-store experience but also out-of …
broadens conceptualizations to encompass not only the in-store experience but also out-of …
Mapping the luxury research landscape: A bibliometric citation analysis
H Gurzki, DM Woisetschläger - Journal of business research, 2017 - Elsevier
This paper provides a systematic review of the current state of luxury research by mapping
the research landscape to identify key research clusters, publications, and journals that have …
the research landscape to identify key research clusters, publications, and journals that have …
The road to consumer forgiveness is paved with money or apology? The roles of empathy and power in service recovery
Following service failure, there are two main forms of recovery—economic recovery and
emotional recovery. Nonetheless, prior research has not examined the differential effects of …
emotional recovery. Nonetheless, prior research has not examined the differential effects of …
Customers' willingness to disclose personal information throughout the customer purchase journey in retailing: The role of perceived warmth
Consumers show increasing levels of concern regarding disclosing information to
companies, as retailers' access to their personal information heightens their feelings of …
companies, as retailers' access to their personal information heightens their feelings of …
The smell of healthy choices: Cross-modal sensory compensation effects of ambient scent on food purchases
Managers are using ambient scent as an important strategic element in various service
settings, with food-related scents being especially common. This research examines the …
settings, with food-related scents being especially common. This research examines the …
The roar of the crowd: How interaction ritual chains create social atmospheres
Atmospheres are experiences of place involving transformations of consumers' behaviors
and emotions. Existing marketing research reveals how atmospheric stimuli, service …
and emotions. Existing marketing research reveals how atmospheric stimuli, service …
Consumer behaviour: Applications in marketing
We have designed this book to support courses in consumer behaviour at Master's level. It is
also suited to more advanced teaching at first-degree level. Our intended audience is those …
also suited to more advanced teaching at first-degree level. Our intended audience is those …
Using ambient scent to enhance well-being in the multisensory built environment
C Spence - Frontiers in Psychology, 2020 - frontiersin.org
The majority of the world's population now lives an urban existence, spending as much as
95% of their lives indoors. The olfactory atmosphere in the built environment has been …
95% of their lives indoors. The olfactory atmosphere in the built environment has been …