IDEAS home Printed from https://ideas.repec.org/r/eee/jbrese/v79y2017icp269-280.html

Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens

Citations

Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
as


Cited by:

  1. Lee, Hsin-Yun & Grinevich, Vadim & Chipulu, Maxwell, 2023. "How can value co-creation be integrated into a customer experience evaluation?," European Management Journal, Elsevier, vol. 41(4), pages 521-533.
  2. Bartschat, Maria & Cziehso, Gerrit & Hennig-Thurau, Thorsten, 2022. "Searching for word of mouth in the digital age: Determinants of consumers’ uses of face-to-face information, internet opinion sites, and social media," Journal of Business Research, Elsevier, vol. 141(C), pages 393-409.
  3. Mansur Khamitov & Yany Grégoire & Anshu Suri, 2020. "A systematic review of brand transgression, service failure recovery and product-harm crisis: integration and guiding insights," Journal of the Academy of Marketing Science, Springer, vol. 48(3), pages 519-542, May.
  4. Steinhoff, Lena & Zondag, Marcellis M., 2021. "Loyalty programs as travel companions: Complementary service features across customer journey stages," Journal of Business Research, Elsevier, vol. 129(C), pages 70-82.
  5. Goić, Marcel & Levenier, Camilo & Montoya, Ricardo, 2021. "Drivers of customer satisfaction in the grocery retail industry: A longitudinal analysis across store formats," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
  6. Soonae Hwang & DonHee Lee & Chang-Yuil Kang, 2018. "Medical tourism: focusing on patients’ prior, current, and post experience," International Journal of Quality Innovation, Springer, vol. 4(1), pages 1-22, December.
  7. Cambra-Fierro, Jesús & Polo-Redondo, Yolanda & Trifu, Andreea, 2021. "Short-term and long-term effects of touchpoints on customer perceptions," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
  8. Seungju Nam & Hyun Cheol Lee, 2019. "A Text Analytics-Based Importance Performance Analysis and Its Application to Airline Service," Sustainability, MDPI, vol. 11(21), pages 1-24, November.
  9. Jasenko Arsenovic & Bo Edvardsson & Bård Tronvoll, 2019. "Moving Toward Collaborative Service Recovery: A Multiactor Orientation," Service Science, INFORMS, vol. 11(3), pages 201-212, October.
  10. Asante, Daniel & Tang, Chunyong & Kwamega, Michael & Asante, Eric Adom, 2022. "In pursuit of service encounter quality: Will service-oriented high-performance work systems benefit high-contact service industries?," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
  11. Rebecca Hamilton & Linda L. Price, 2019. "Consumer journeys: developing consumer-based strategy," Journal of the Academy of Marketing Science, Springer, vol. 47(2), pages 187-191, March.
  12. Ciuchita, Robert & Mahr, Dominik & Odekerken-Schröder, Gaby, 2019. "“Deal with it”: How coping with e-service innovation affects the customer experience," Journal of Business Research, Elsevier, vol. 103(C), pages 130-141.
  13. Lim, Weng Marc & Rasul, Tareq & Kumar, Satish & Ala, Mamun, 2022. "Past, present, and future of customer engagement," Journal of Business Research, Elsevier, vol. 140(C), pages 439-458.
  14. Lee, DonHee, 2018. "Strategies for technology-driven service encounters for patient experience satisfaction in hospitals," Technological Forecasting and Social Change, Elsevier, vol. 137(C), pages 118-127.
  15. 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.
  16. Jisu J. Kim & Lena Steinhoff & Robert W. Palmatier, 2021. "An emerging theory of loyalty program dynamics," Journal of the Academy of Marketing Science, Springer, vol. 49(1), pages 71-95, January.
  17. Pemer, Frida & Skjølsvik, Tale, 2019. "The cues that matter: Screening for quality signals in the ex ante phase of buying professional services," Journal of Business Research, Elsevier, vol. 98(C), pages 352-365.
  18. Jan Hendrik Betzing & Matthias Tietz & Jan Brocke & Jörg Becker, 2020. "The impact of transparency on mobile privacy decision making," Electronic Markets, Springer;IIM University of St. Gallen, vol. 30(3), pages 607-625, September.
  19. Barann, Benjamin & Hermann, Andreas & Heuchert, Markus & Becker, Jörg, 2022. "Can't touch this? Conceptualizing the customer touchpoint in the context of omni-channel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
  20. Paul M. Torrens, 2023. "Agent models of customer journeys on retail high streets," Journal of Economic Interaction and Coordination, Springer;Society for Economic Science with Heterogeneous Interacting Agents, vol. 18(1), pages 87-128, January.
  21. Ali Bassam Mahmoud & Theresa Ekwere & Leonora Fuxman & Abdelrhman Ahmad Meero, 2019. "Assessing Patients’ Perception of Health Care Service Quality Offered by COHSASA-Accredited Hospitals in Nigeria," SAGE Open, , vol. 9(2), pages 21582440198, May.
  22. Lecoeuvre, Laurence & Turner, Rodney & Kuppelwieser, Volker G., 2021. "Customer experience in the B2B area: The impact of age-related impressions," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
  23. Pekovic, Sanja & Rolland, Sylvie, 2020. "Recipes for achieving customer loyalty: A qualitative comparative analysis of the dimensions of customer experience," Journal of Retailing and Consumer Services, Elsevier, vol. 56(C).
  24. Locander, Jennifer A. & White, Allyn & Newman, Christopher L., 2020. "Customer responses to frontline employee complaining in retail service environments: The role of perceived impropriety," Journal of Business Research, Elsevier, vol. 107(C), pages 315-323.
  25. Ballestar, María Teresa & Grau-Carles, Pilar & Sainz, Jorge, 2018. "Customer segmentation in e-commerce: Applications to the cashback business model," Journal of Business Research, Elsevier, vol. 88(C), pages 407-414.
  26. Betzing, Jan H. & Kurtz, Michael & Becker, Jörg, 2020. "Customer Participation in Virtual Communities for Local High Streets," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
  27. Khan, Imran & Hollebeek, Linda D. & Fatma, Mobin & Islam, Jamid Ul & Riivits-Arkonsuo, Iivi, 2020. "Customer experience and commitment in retailing: Does customer age matter?," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
  28. Erika Lázár & Krisztián Szűcs, 2024. "Measuring Customer Experience in Mobile Apps: A Systematic Literature Review," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 36(2), pages 247-266.
  29. Mara Grimaldi & Maria Vincenza Ciasullo & Orlando Troisi & Paola Castellani, 2021. "Data-Based Value Co-Creation in Smart Service Systems: A Reinterpretation of Customer Journey," International Journal of Business and Management, Canadian Center of Science and Education, vol. 15(6), pages 212-212, July.
  30. Schneider, Patricia J. & Zielke, Stephan, 2021. "Price versus service: Can retailers beat showrooming with competence?," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
  31. Kauppinen-Räisänen, Hannele & Mühlbacher, Hans & Taishoff, Marika, 2020. "Exploring consumers’ subjective shopping experiences in directly operated luxury brand stores," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
  32. Seungju Nam & Chunghun Ha & Hyun Cheol Lee, 2018. "Redesigning In-Flight Service with Service Blueprint Based on Text Analysis," Sustainability, MDPI, vol. 10(12), pages 1-21, November.
  33. De Keyser, Arne & Antonetti, Paolo & Rouziou, Maria & Béal, Mathieu & Wang, Zih-Hsiang & Grégoire, Yany & Lussier, Bruno, 2025. "Understanding the B2B customer experience and journey: A convergence-based lens," Journal of Business Research, Elsevier, vol. 198(C).
  34. Homayounfard, Amir & Zaefarian, Ghasem, 2022. "Key challenges and opportunities of service innovation processes in technology supplier-service provider partnerships," Journal of Business Research, Elsevier, vol. 139(C), pages 1284-1302.
  35. Mojtaba Barari & Olivier Furrer, 2018. "The customer experience ecosystem in two cultural contexts," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 23(3), pages 234-243, December.
  36. Stock-Homburg, Ruth Maria & Kegel, Mona Mareen, 2025. "Ethical Considerations in Customer–Robot Service Interactions: Scoping Review, Network Analysis, and Future Research Agenda," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 155788, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
  37. Dou, Xinhua & Zhu, Xiajing & Zhang, Jason Q. & Wang, Jie, 2019. "Outcomes of entrepreneurship education in China: A customer experience management perspective," Journal of Business Research, Elsevier, vol. 103(C), pages 338-347.
  38. Theys, Tobias & Adriaenssens, Stef & Verhaest, Dieter & Deschacht, Nick & Rousseau, Sandra, 2020. "Disentangling language from ethnic preferences in the recruitment of domestic workers: A discrete choice experiment," Journal of Business Research, Elsevier, vol. 117(C), pages 144-151.
  39. 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).
  40. 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).
  41. Yun, Wonjoo & Hanson, Nicole, 2020. "Weathering consumer pricing sensitivity: The importance of customer contact and personalized services in the financial services industry," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
  42. 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.
  43. Cristiane Pizzutti & Renata Gonçalves & Maura Ferreira, 2022. "Information search behavior at the post-purchase stage of the customer journey," Journal of the Academy of Marketing Science, Springer, vol. 50(5), pages 981-1010, September.
  44. Hochstein, Bryan & Bolander, Willy & Christenson, Brett & Pratt, Alexander B. & Reynolds, Kristy, 2021. "An Investigation of Consumer Subjective Knowledge in Frontline Interactions," Journal of Retailing, Elsevier, vol. 97(3), pages 336-346.
  45. Benjamin Barann & Jan H. Betzing & Marco Niemann & Benedikt Hoffmeister & Jörg Becker, 2022. "Exploring customers’ likeliness to use e-service touchpoints in brick and mortar retail," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(2), pages 523-545, June.
  46. Dhrithi Mahadevan & G. Shainesh, 2024. "Conceptualizing customer experience in multi-actor platforms," AMS Review, Springer;Academy of Marketing Science, vol. 14(1), pages 83-103, June.
  47. Hollebeek, Linda D. & Clark, Moira K. & Andreassen, Tor W. & Sigurdsson, Valdimar & Smith, Dale, 2020. "Virtual reality through the customer journey: Framework and propositions," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
  48. Snyder, Hannah & Witell, Lars & Gustafsson, Anders & McColl-Kennedy, Janet R., 2022. "Consumer lying behavior in service encounters," Journal of Business Research, Elsevier, vol. 141(C), pages 755-769.
  49. Ram, Yael & Gal-Tzur, Ayelet & Rechavi, Amit, 2021. "Identifying attributes of public transport services for urban tourists: A data-mining method," Journal of Transport Geography, Elsevier, vol. 93(C).
  50. Rather, Raouf Ahmad & Hollebeek, Linda D., 2021. "Customers’ service-related engagement, experience, and behavioral intent: Moderating role of age," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
  51. Caruelle, Delphine & Shams, Poja & Gustafsson, Anders & Lervik-Olsen, Line, 2024. "Emotional arousal in customer experience: A dynamic view," Journal of Business Research, Elsevier, vol. 170(C).
  52. Reitsamer, Bernd F. & Becker, Larissa, 2024. "Customer journey partitioning: A customer-centric conceptualization beyond stages and touchpoints," Journal of Business Research, Elsevier, vol. 181(C).
  53. Mandl, Leonhard & Hogreve, Jens, 2020. "Buffering effects of brand community identification in service failures: The role of customer citizenship behaviors," Journal of Business Research, Elsevier, vol. 107(C), pages 130-137.
  54. Holmlund, Maria & Van Vaerenbergh, Yves & Ciuchita, Robert & Ravald, Annika & Sarantopoulos, Panagiotis & Ordenes, Francisco Villarroel & Zaki, Mohamed, 2020. "Customer experience management in the age of big data analytics: A strategic framework," Journal of Business Research, Elsevier, vol. 116(C), pages 356-365.
  55. Evanschitzky, Heiner & Bartikowski, Boris & Baines, Tim & Blut, Markus & Brock, Christian & Kleinlercher, Kristina & Naik, Parikshit & Petit, Olivia & Rudolph, Thomas & Spence, Charles & Velasco, Carl, 2020. "Digital Disruption in Retailing and Beyond," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 4(4), pages 187-204.
  56. Lucia-Palacios, Laura & Pérez-López, Raúl & Polo-Redondo, Yolanda, 2020. "How situational circumstances modify the effects of frontline employees’ competences on customer satisfaction with the store," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
  57. Mayur Taneja & Vikas Nath & Noopur Saxena, 2024. "Factors Influencing Behavioral Intention Toward Using Travel Mobile Application: Examining the Mediating Role of Reviews and Ratings," Jindal Journal of Business Research, , vol. 13(2), pages 162-180, December.
  58. Story, Vicky & Zolkiewski, Judy & Verleye, Katrien & Nazifi, Amin & Hannibal, Claire & Grimes, Anthony & Abboud, Liliane, 2020. "Stepping out of the shadows: Supporting actors’ strategies for managing end-user experiences in service ecosystems," Journal of Business Research, Elsevier, vol. 116(C), pages 401-411.
  59. Muhammad Tanveer & Harsandaldeep Kaur & George Thomas & Haider Mahmood & Mandakini Paruthi & Zhang Yu, 2021. "Mobile Phone Buying Decisions among Young Adults: An Empirical Study of Influencing Factors," Sustainability, MDPI, vol. 13(19), pages 1-18, September.
  60. Wünderlich, Nancy V. & Hogreve, Jens & Chowdhury, Ilma Nur & Fleischer, Hannes & Mousavi, Sahar & Rötzmeier-Keuper, Julia & Sousa, Rui, 2020. "Overcoming vulnerability: Channel design strategies to alleviate vulnerability perceptions in customer journeys," Journal of Business Research, Elsevier, vol. 116(C), pages 377-386.
  61. 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.
  62. Robinson, Stacey & Orsingher, Chiara & Alkire, Linda & De Keyser, Arne & Giebelhausen, Michael & Papamichail, K. Nadia & Shams, Poja & Temerak, Mohamed Sobhy, 2020. "Frontline encounters of the AI kind: An evolved service encounter framework," Journal of Business Research, Elsevier, vol. 116(C), pages 366-376.
  63. 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.
  64. Meire, Matthijs, 2021. "Customer comeback: Empirical insights into the drivers and value of returning customers," Journal of Business Research, Elsevier, vol. 127(C), pages 193-205.
  65. Jianlan Zhong & Zhibin Lin & Fu Jia & Tobias Schoenherr, 2025. "Smooth or sticky? An analysis of service variability," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 12(1), pages 1-13, December.
  66. Witell, Lars & Kowalkowski, Christian & Perks, Helen & Raddats, Chris & Schwabe, Maria & Benedettini, Ornella & Burton, Jamie, 2020. "Characterizing customer experience management in business markets," Journal of Business Research, Elsevier, vol. 116(C), pages 420-430.
  67. Linda D. Hollebeek & V. Kumar & Rajendra K. Srivastava & Moira K. Clark, 2023. "Moving the stakeholder journey forward," Journal of the Academy of Marketing Science, Springer, vol. 51(1), pages 23-49, January.
  68. Sverre J Herstad & Marte CW Solheim & Marit Engen, 2019. "Learning through urban labour pools: Collected worker experiences and innovation in services," Environment and Planning A, , vol. 51(8), pages 1720-1740, November.
  69. Ghanbarpour, Tohid & Gustafsson, Anders, 2022. "How do corporate social responsibility (CSR) and innovativeness increase financial gains? A customer perspective analysis," Journal of Business Research, Elsevier, vol. 140(C), pages 471-481.
  70. Christ-Brendemühl, Sonja & Schaarschmidt, Mario, 2020. "The impact of service employees’ technostress on customer satisfaction and delight: A dyadic analysis," Journal of Business Research, Elsevier, vol. 117(C), pages 378-388.
  71. Weidig, Jakob & Weippert, Marco & Kuehnl, Christina, 2024. "Personalized touchpoints and customer experience: A conceptual synthesis," Journal of Business Research, Elsevier, vol. 177(C).
  72. Fombelle, Paul W. & Voorhees, Clay M. & Jenkins, Mason R. & Sidaoui, Karim & Benoit, Sabine & Gruber, Thorsten & Gustafsson, Anders & Abosag, Ibrahim, 2020. "Customer deviance: A framework, prevention strategies, and opportunities for future research," Journal of Business Research, Elsevier, vol. 116(C), pages 387-400.
  73. Rudkowski, Janice & Heney, Chelsea & Yu, Hong & Sedlezky, Sean & Gunn, Frances, 2020. "Here Today, Gone Tomorrow? Mapping and modeling the pop-up retail customer journey," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
  74. Jose Ribamar Siqueira & Michael Bendixen & Felipe Reinoso-Carvalho & Raffaele Campo, 2023. "Key drivers of brand trust in a Latin American airline: the impact of Colombia’s Avianca customer experience," Journal of Marketing Analytics, Palgrave Macmillan, vol. 11(2), pages 186-201, June.
  75. Zimbatu, Alexandra & Russell-Bennett, Rebekah, 2025. "Beyond ‘Eat-Pray-Love’: Designing transformative CX for self-discovery in extended service encounters," Journal of Business Research, Elsevier, vol. 186(C).
  76. Anne-Madeleine Kranzbühler & Alfred Zerres & Mirella H. P. Kleijnen & Peeter W. J. Verlegh, 2020. "Beyond valence: a meta-analysis of discrete emotions in firm-customer encounters," Journal of the Academy of Marketing Science, Springer, vol. 48(3), pages 478-498, May.
  77. Sverre J. Herstad & Marte C. W. Solheim & Marit Engen, 2021. "Collected worker experiences, knowledge management practices and service innovation in urban Norway," Papers in Regional Science, Wiley Blackwell, vol. 100(6), pages 1501-1525, December.
  78. Steven Kayambazinthu Msosa, 2021. "The Service Encounter In Higher Education Institutions: A Systematic Literature Review," Baltic Journal of Economic Studies, Publishing house "Baltija Publishing", vol. 7(3).
  79. Arne de Keyser & Paolo Antonetti & Maria Rouziou & Mathieu Béal & Zih-Hsiang Wang & Yany Grégoire & Bruno Lussier, 2025. "Understanding the B2B customer experience and journey : A convergence-based lens," Post-Print hal-05098375, HAL.
  80. Rainer Alt & Jan Fabian Ehmke & Reinhold Haux & Tino Henke & Dirk Christian Mattfeld & Andreas Oberweis & Barbara Paech & Alfred Winter, 2019. "Towards customer-induced service orchestration - requirements for the next step of customer orientation," Electronic Markets, Springer;IIM University of St. Gallen, vol. 29(1), pages 79-91, March.
  81. Tueanrat, Yanika & Papagiannidis, Savvas & Alamanos, Eleftherios, 2021. "Going on a journey: A review of the customer journey literature," Journal of Business Research, Elsevier, vol. 125(C), pages 336-353.
  82. Meijing Zhou & Fuyuan Wang & Kaiyong Wang, 2019. "Destination Service Encounter Modeling and Relationships with Tourist Satisfaction," Sustainability, MDPI, vol. 11(4), pages 1-20, February.
  83. Wünderlich, Nancy V. & Hogreve, Jens, 2019. "Configuring Customer Touchpoints: A Fuzzy-Set Analysis of Service Encounter Satisfaction," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 3(1), pages 3-11.
  84. Jeannot, Florence & Dampérat, Maud & Salvador, Marielle & El Euch Maalej, Mariem & Jongmans, Eline, 2022. "Toward a luxury restaurant renewal: Antecedents and consequences of digitalized gastronomy experiences," Journal of Business Research, Elsevier, vol. 146(C), pages 518-539.
IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.