A critical review of research on customer experience management

By Johye Hwang, Soobin Seo. 2016

133 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/88916c286b525d9ecd4e99c83490f869801b94da

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. R. Rather
2. A. Tasci
3. Maksim Godovykh
4. Mark Anthony Camilleri

In Organizational Behavior and Human Resource Management

1. R. Rather
2. A. Tasci
3. Maksim Godovykh
4. Mark Anthony Camilleri

Citations in the corpus

• Customer experience in tourism: A review of definitions, components, and measurements (2020, background): “More recently, Hwang and Seo (2016) conducted a critical review of experience research where they analyzed the meaning and components of experience and how they have been measured.”
• The effects of service quality and consumer-brand value congruity on hospitality brand loyalty (2019, background): “A number of papers in academia have provided several examples of tangible and intangible service quality attributes (e.g. Akbaba, 2006; Han & Hyun, 2017; Hwang & Seo, 2016; Rauch, Collins, Nale, & Barr, 2015).”