Measuring Customer Experience
Bibliographic Data
| ID | 23769860 |
|---|---|
| Authors | Philipp Klaus (0000-0002-1500-064X, Visa (United Kingdom), corresponding author) |
| Year | 2015 |
| Publication date | 2015-01-01 |
| Open Access | Yes |
| Type | BOOK |
| Venue | Measuring Customer Experience (SOURCE_BOOK) |
| Publisher | Palgrave Macmillan UK (PUBLISHER) |
| DOI | 10.1057/9781137375469 |
| OpenAlex | W2492741959 |
| ISBN | 9781137375469 |
| Language | EN |
| Citations received | 3 |
| References cited | 39 |
This book offers a simple but thorough guide on how to master the challenges of the market, and how to deliver superior performance through effective customer experience management.Customer experience plays a pivotal role in the success and longevity of a company.
Business · Customer advocacy · Customer Experience · Customer intelligence · Customer retention · Customer to customer · Process management · Service (business) · Service quality · Simple (philosophy) · Voice of the customer · Consumer Retail Behavior Studies · Customer Service Quality and Loyalty · Marketing · Service and Product Innovation
Basics of qualitative research
Service Profit Chain
Measuring subjective meaning structures by the laddering method
The Role of Theory in Uses and Gratifications Studies
Revisiting Consumption Experience
Expanding understanding of service exchange and value co-creation
Customer value
A Dynamic Process Model of Service Quality
The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage Intentions
Measuring Service Quality
A Marketing Approach to the Tourist Experience
The role of perceived risk in the quality-value relationship
Customer Loyalty
Development of an Instrument to Measure the Perceptions of Adopting an Information Technology Innovation
Hedonic Consumption
A Paradigm for Developing Better Measures of Marketing Constructs
How shall I trust the faceless and the intangible? A literature review on the antecedents of online trust
Customer satisfaction with services
Disaggregative policy Delphi
Managing the co-creation of value
A general approach to representing multifaceted personality constructs
How to Sustain the Customer Experience
Co-creation experiences
Product/Consumption-Based Affective Responses and Postpurchase Processes
The Discovery of Grounded Theory
Some Reflections on "The Nature and Significance of Economics"
The Riverside Behavioral Q‐sort
A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research
Structural equation modeling in practice
Attitude-behavior relations
River Magic
The Sacred and the Profane in Consumer Behavior
Conceptualization
How Many Interviews Are Enough
Techniques to Identify Themes
Automatic Effects of Brand Exposure on Motivated Behavior
Product Experience Is Seductive
On the Concept of Intentional Social Action in Consumer Behavior
| Unique citing works | 3 |
|---|---|
| Citations per year | 0,3 |
| Citation span | 2016 - 2025 (10) |
| Citation velocity | recent |
| Highly cited | No |
| Citation types | Neutral: 2 |