Purpose In the contemporary hospitality industry, superior customer experiences are
essential in gaining customer loyalty and achieving a competitive advantage. However …

Purpose The purpose of this paper is to review the literature on customer experience to
develop a better understanding of the concept and propose a research agenda …

Technological innovations are creating new products, services, and markets that satisfy
enduring consumer needs. These technological innovations create value for consumers and …

Business model innovation (BMI) is critical to a firm's ability to achieve growth and long-term
viability. It helps improve the value of products or services and/or delivery of these offerings …

Understanding customer experience and the customer journey over time is critical for firms.
Customers now interact with firms through myriad touch points in multiple channels and …

While the customer experience (CX) concept has rapidly gained traction in recent years, its
effect on customer brand commitment and loyalty remains tenuous. Moreover, while …

The presence of brands on social networking sites is raising the competitive bar and
providing opportunities for consumers to experience products and services. In this sense, it …

Recently, practitioners have begun appraising an effective customer journey design (CJD)
as an important source of customer value in increasingly complex and digitalized consumer …

This paper explores changes in technology-enabled omnichannel customer experiences in
stores over a five-year period (2014–2019). It contributes to the omnichannel-experience …

In the retail sector, it has become necessary for retailers to differentiate themselves using
new strategies, such as managing shopping experiences. The retailer can benefit from …