A Holistic Framework for Conceptualizing Customer Experiences in Retail Environments

By Ann Petermans, Wim Janssens, K. V. Cleempoel. 2013

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Customer experience challenges: bringing together digital, physical and social realms (2018, background): “Successful organizations combine elements of the physical realm to offer an integrative narrative to their customers, thereby inviting customers to be immersed in their own phenomenological experience (Petermans et al., 2013).”