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Going on a journey: A review of the customer journey literature

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Cited by:

  1. Hagen, Daphne & Spierings, Bas & Weltevreden, Jesse & Risselada, Anne & Atzema, Oedzge, 2024. "What drives consumers to use local online retail platforms? The influence of non-place-specific and place-specific motives," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
  2. Valter Afonso Vieira & Marcos Inácio Severo de Almeida & Maria Carolina Zanette, 2023. "Grasping Marketing and Consumer Behavior in the Digital Environment: Brazilian Scholars Insights," RAC - Revista de Administração Contemporânea (Journal of Contemporary Administration), ANPAD - Associação Nacional de Pós-Graduação e Pesquisa em Administração, vol. 27(Vol. 27 N), pages 230141-2301.
  3. Christian Koch & Michael Hartmann, 2023. "Importance of the perceived quality of touchpoints for customer journey analysis – evidence from the B2B sector," Electronic Commerce Research, Springer, vol. 23(3), pages 1515-1538, September.
  4. Yilmaz, Tuba & Sagfossen, Sofie & Velasco, Carlos, 2023. "What makes NFTs valuable to consumers? Perceived value drivers associated with NFTs liking, purchasing, and holding," Journal of Business Research, Elsevier, vol. 165(C).
  5. Pei-Ju Wu, 2023. "O2O switching determinants and successful drivers in omnichannel retailing services," Service Business, Springer;Pan-Pacific Business Association, vol. 17(3), pages 771-788, September.
  6. Zirar, Araz & Ali, Syed Imran & Islam, Nazrul, 2023. "Worker and workplace Artificial Intelligence (AI) coexistence: Emerging themes and research agenda," Technovation, Elsevier, vol. 124(C).
  7. Natalia Rubio & Nieves Villaseñor & Mª Jesús Yagüe, 2021. "Influence of Value Co-Creation on Virtual Community Brand Equity for Unichannel vs. Multichannel Users," Sustainability, MDPI, vol. 13(15), pages 1-16, July.
  8. Cocco, Helen & Demoulin, Nathalie T.M., 2022. "Designing a seamless shopping journey through omnichannel retailer integration," Journal of Business Research, Elsevier, vol. 150(C), pages 461-475.
  9. S, Sreejesh, 2024. "Integrated banking channel service quality (IBCSQ): Role of IBCSQ for building consumers' relationship quality and brand equity," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
  10. Lukas Wolf & Martina Steul-Fischer, 2023. "Factors of customers’ channel choice in an omnichannel environment: a systematic literature review," Management Review Quarterly, Springer, vol. 73(4), pages 1579-1630, December.
  11. Suh, Taewon & Moradi, Masoud, 2023. "Transferring in-store experience to online: An omnichannel strategy for DIY customers’ enhanced brand resonance and co-creative actions," Journal of Business Research, Elsevier, vol. 168(C).
  12. Michele Fiorentino & Marina Ricci & Alessandro Evangelista & Vito Modesto Manghisi & Antonio Emmanuele Uva, 2022. "A Multi-Sensory In-Store Virtual Reality Customer Journey for Retailing: A Field Study in a Furniture Flagship Store," Future Internet, MDPI, vol. 14(12), pages 1-12, December.
  13. Muthaffar, Aisha & Vilches-Montero, Sonia, 2023. "Empowering retailers: A bounded rationality perspective to enhancing omnichannel journey satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
  14. Cui, Xingwen & Xie, Qinghong & Zhu, Jing & Shareef, Mahmud Akhter & Goraya, M. Awais Shakir & Akram, Muhammad Shakaib, 2022. "Understanding the omnichannel customer journey: The effect of online and offline channel interactivity on consumer value co-creation behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
  15. Tueanrat, Yanika & Papagiannidis, Savvas & Alamanos, Eleftherios, 2021. "A conceptual framework of the antecedents of customer journey satisfaction in omnichannel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
  16. Lynn Sudbury-Riley & Philippa Hunter-Jones & Ahmed Al-Abdin & Michael Haenlein, 2024. "When the road is rocky: Investigating the role of vulnerability in consumer journeys," Journal of the Academy of Marketing Science, Springer, vol. 52(4), pages 1045-1068, July.
  17. Weidig, Jakob & Weippert, Marco & Kuehnl, Christina, 2024. "Personalized touchpoints and customer experience: A conceptual synthesis," Journal of Business Research, Elsevier, vol. 177(C).
  18. Angelos Pantouvakis & Anastasia Gerou, 2022. "The Theoretical and Practical Evolution of Customer Journey and Its Significance in Services Sustainability," Sustainability, MDPI, vol. 14(15), pages 1-16, August.
  19. Ricardo Correia & Tássila Lima & Raquel Meneses, 2025. "Navigating tomorrow’s wallet: unveiling the distinctive financial journeys across generations," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 30(2), pages 1-17, June.
  20. Kalayci, Eda & Becker, Jan U. & Barrot, Christian, 2024. "Understanding customers’ choice for digital D2C versus multi-brand operations," Journal of Retailing, Elsevier, vol. 100(2), pages 256-273.
  21. Santos, Susana & Gonçalves, Helena Martins, 2021. "The consumer decision journey: A literature review of the foundational models and theories and a future perspective," Technological Forecasting and Social Change, Elsevier, vol. 173(C).
  22. Erik Cateriano-Arévalo & Lorena Saavedra-Garcia & Vilarmina Ponce-Lucero & J. Jaime Miranda, 2021. "Applying Customer Journey Mapping in Social Marketing to Understand Salt-Related Behaviors in Cooking. A Case Study," IJERPH, MDPI, vol. 18(24), pages 1-11, December.
  23. Santos, Susana & Gonçalves, Helena Martins, 2024. "Consumer decision journey: Mapping with real-time longitudinal online and offline touchpoint data," European Management Journal, Elsevier, vol. 42(3), pages 397-413.
  24. Lundin, Lisa & Kindström, Daniel, 2023. "Digitalizing customer journeys in B2B markets," Journal of Business Research, Elsevier, vol. 157(C).
  25. Hardcastle, Kimberley & Edirisingha, Prabash & Cook, Paul & Sutherland, Matthew, 2025. "The co-existence of brand value co-creation and co-destruction across the customer journey in a complex higher education brand," Journal of Business Research, Elsevier, vol. 186(C).
  26. Keita Kinjo, 2025. "Analysis of Customer Journeys Using Prototype Detection and Counterfactual Explanations for Sequential Data," The Review of Socionetwork Strategies, Springer, vol. 19(2), pages 301-323, October.
  27. Gleim, Mark R. & McCullough, Heath & Gabler, Colin & Ferrell, Linda & Ferrell, O.C., 2025. "Examining the customer experience in the metaverse retail revolution," Journal of Business Research, Elsevier, vol. 186(C).
  28. Van Droogenbroeck, Ellen & Willems, Kim, 2025. "Unpacking preferences for surprise subscription boxes - A Kano-based study of present, former, and non-users," Journal of Retailing and Consumer Services, Elsevier, vol. 87(C).
  29. Mele, Cristina & Hollebeek, Linda D. & Di Bernardo, Irene & Russo Spena, Tiziana, 2025. "Unravelling the customer journey: A conceptual framework and research agenda," Technological Forecasting and Social Change, Elsevier, vol. 211(C).
  30. Hesty Nurul Utami & Muhammad Okiba Jauhari Elfa & Sulistyodewi Nur Wiyono & Dwi Novanda Sari & Tomy Perdana, 2025. "Sustaining Consumer Excitement: The Role of Online Customer Experience and Engagement in Shaping Behavioural Intentions in Food Social Commerce," Sustainability, MDPI, vol. 17(17), pages 1-31, September.
  31. Hosany, A. R. Shaheen & Hosany, Sameer & He, Hongwei, 2022. "Children sustainable behaviour: A review and research agenda," Journal of Business Research, Elsevier, vol. 147(C), pages 236-257.
  32. Lane Peterson Fronczek & Martin Mende & Maura L. Scott, 2022. "From self‐quantification to self‐objectification? Framework and research agenda on consequences for well‐being," Journal of Consumer Affairs, Wiley Blackwell, vol. 56(3), pages 1356-1374, September.
  33. Farah Arkadan & Emma K. Macdonald & Hugh N. Wilson, 2024. "Customer experience orientation: Conceptual model, propositions, and research directions," Journal of the Academy of Marketing Science, Springer, vol. 52(6), pages 1560-1584, November.
  34. Su, Jingqin & Zhang, Yajie & Wu, Xianyun, 2023. "How market pressures and organizational readiness drive digital marketing adoption strategies' evolution in small and medium enterprises," Technological Forecasting and Social Change, Elsevier, vol. 193(C).
  35. Manoela Lawall Radtke & Stefânia Ordovás de Almeida & Lélis Balestrin Espartel, 2022. "What Brought Me Here? Different Consumer Journeys for Practices of Sustainable Disposal through Takeback Programmes," Sustainability, MDPI, vol. 14(9), pages 1-25, April.
  36. Reitsamer, Bernd F. & Stokburger-Sauer, Nicola E. & Giertz, Johann N. & Nocker, Janina S., 2026. "Marketer-generated content in digital social touchpoints: A systematic literature review and research agenda," Journal of Business Research, Elsevier, vol. 205(C).
  37. Yogesh Dwivedi & Janarthanan Balakrishnan & Abdullah Baabdullah & Ronnie Das, 2023. "Do Chatbots Establish “Humanness” in the Customer Purchase Journey? An Investigation Through Explanatory Sequential Design," Post-Print hal-04533557, HAL.
  38. Blömker, Jan & Albrecht, Carmen-Maria, 2024. "Psychographic segmentation of multichannel customers: investigating the influence of individual differences on channel choice and switching behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
  39. (Daisy) Lyu, Jing & Krasonikolakis, Ioannis & Vrontis, Demetris, 2022. "A systematic literature review of store atmosphere in alternative retail commerce channels," Journal of Business Research, Elsevier, vol. 153(C), pages 412-427.
  40. Vahideh Sadat Abedi & Oded Berman & Fred M. Feinberg & Dmitry Krass, 2022. "Strategic new product media planning under emergent channel substitution and synergy," Production and Operations Management, Production and Operations Management Society, vol. 31(5), pages 2143-2166, May.
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