... Customer experience management Digital twins Customer experience (CX) is a cornerstone of organizational success, shaping customer satisfaction, loyalty, revenue and even employee satisfaction (Rawson et al., 2013). CX encompasses interactions customers have with an organization, whether...

... the wide applicability of the scale. © Emerald Publishing Limited 2020 Emerald Publishing Limited Licensed re-use rights only Customer experience management Scale development Experience capability Capability theory Since the publication of Pine and Gilmore's (1999) seminal...

... these separate literature streams enables an original conceptual framework, a HOPE framework, to be introduced. Customer experience management Person-centered care Cocreation Shared value Multi-stakeholder experience design Philippa Hunter-Jones is the corresponding author and can be contacted...