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 …

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 …

Digital natives, with a sense of equality, social justice and environmental awareness, young
people from Generation Z value money more than previous generations and, as such, are …

The purpose of this paper is to analyse customer experience (CX) in the fintech sector.
Fintech is a dynamic and innovative field that fully benefits from advances in information and …

New technologies such as Internet of Things (IoT), Augmented Reality (AR), Virtual Reality
(VR), Mixed Reality (MR), virtual assistants, chatbots, and robots, which are typically …

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 …

Purpose The purpose of this paper is to explore innovations in customer experience at the
intersection of the digital, physical and social realms. It explicitly considers experiences …

This study analyzed how consumers' previous purchase experiences influence
environmental consciousness and attitude towards green product purchase intentions …

Abstract Service researchers have emphasized the importance of studying the service
experience, which encompasses multiple service encounters. Although the reflection on a …

In the race to achieve market dominance and stay competitive in a disruptive and rapidly
changing business environment, many firms have invested significantly in data-driven …