Understanding customer experience.

By C. Meyer, Andrea Schwager. Harvard Business Review, 2007

1,782 citations recorded by the source corpus.

View Paper: https://www.semanticscholar.org/paper/10a46307c11c51e5a7ed1ab954ba12bff62300bc

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Citations in the corpus

Evaluating the Impacts of Customer Experience on Purchase Intention (2013, background): “Current extant literature concluded that the customer experience may act as a new weapon in the competition, especially in the new horizon of experience economy (Pine and Gilmore, 1999; Shaw and Ivens, 2002; Meyer and Schwager, 2007).”
Engaging and retaining customers with AI and employee service (2020, background): “These touchpoints include customers’ interactions with different service clues (Lemon and Verhoef, 2016).”
Customer experience in tourism: A review of definitions, components, and measurements (2020, background): “…rational, knowledge, and memories (e.g., Holbrook & Hirschman, 1982, 1984; Csikszentmihalyi, 1990; Schmitt, 1999, 2003; Aho, 2001; Getz, 2007; Gentile, Spiller, & Noci, 2007; Meyer & Schwager, 2007; Brakus, Schmitt, & Zarantonello, 2009; Verhoef et al., 2009; Cutler & Carmichael, 2010).”
What Have We Learned about the Effects of the COVID-19 Pandemic on Consumer Behavior? (2021, background): “We may consider the shopping experience as being the result of a co-creation or a response, or it may be a subjective reaction to an interaction comprising feelings and knowledge [46].”
Measuring customer experience in banks: scale development and validation (2014, background): “In such case, they ought to be friendly, helpful, time committed, competent and capable of sustaining interpersonal distance Sarel and Marmorstein (1999), Sun (2002), O’Cass and Grace (2004), Arnold et al.”
Brand experience and consumers’ willingness-to-pay (WTP) a price premium: Mediating role of brand credibility and perceived uniqueness (2018, background): “Subsequently, theoretical expositions relating to multi-sensory, fantasy, and emotive aspects of product use have been the beneficiary of scholarly scrutiny (Lemon and Verhoef, 2016; Schmitt, 1999).”
Transforming the Customer Experience through New Technologies (2020, background): “Accordingly, customer experience has been referred to as “ internal and subjective consumer responses when in contact with a company ” (Meyer & Schwager, 2007).”
Demystifying customer brand engagement: Exploring the loyalty nexus (2011, background): “…brand experiences are characterised by individuals’ cognitive, affective, and behavioural responses to brand-related stimuli (Brakus et al., 2009; Meyer & Schwager, 2007; Verhoef et al., 2009), customer brand engagement allows for the emergence of more proactive, as opposed to merely…”
Satisfaction and positive emotions: A comparison of the influence of hotel guests’ beliefs and attitudes on their satisfaction and emotions (2019, background): “As a result, an appraisal of the total customer experience, which is defined as an internal subjective evaluation of various servicescape elements (Meyer and Schwager, 2007), takes place in a service encounter.”