Creating and communicating customer value is the basis of business-to-business marketing.
In recent years, our understanding of the value construct and the communication of customer …

Purpose–The purpose of this paper is to summarize and classify extant research and to
better understand the past, present, and future state of the theory of value co-creation. Its …

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 …

While traditional organizations create value within the boundaries of their firm or supply
chain, digital platforms leverage and orchestrate a platform-mediated ecosystem to create …

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 …

The service encounter–one of the foundational concepts in service research–is
fundamentally changing due to rapid evolutions in technology. In this paper, we offer an …

Contextualized in postpurchase consumption in business-to-business settings, the authors
contribute to customer experience (CX) management theory and practice in three important …

Abstract Service-dominant logic continues its evolution, facilitated by an active community of
scholars throughout the world. Along its evolutionary path, there has been increased …

Purpose The purpose of this paper is to investigate the potential roles for service robots (ie
socially assistive robots) in value networks of elderly care. Taking an elderly person's …

Social media has transformed the way tourism-related information is generated and
distributed. While previous studies have focused largely on the benefits of social media for …