... may be seen at http://creativecommons.org/licences/by/4.0/legalcode Peer-to-peer platforms Uncertainty Customer experience Customer journey Consumers worldwide are increasingly using digital peer-to-peer (P2P) platforms [1] (Mody et al., 2020 ; Wirtz et al...

...Elina Jaakkola; Matthew Alexander Purpose Existing research on customer journeys has tended to focus on the customer’s purchase decision-making and firm-controlled touchpoints, overlooking indirect touchpoints where customer resources and behaviors influence the firm and other actors, beyond...

... needs throughout the service journey. This article envisions the idea of AI concierges and discusses how to leverage AI concierges in the customer journey. Design/methodology/approach This article takes a conceptual approach and draws insights from literature in service management, marketing...

... on experience in service research. © Emerald Publishing Limited 2024 Emerald Publishing Limited Licensed re-use rights only Customer experience Employee experience Human experience Customer journey Subsequently, we give a new perspective on the concepts of (1) CX, which has been...

... orientation perceptions. Social cognition focuses on how people process, store, and apply information about others. It argues that interpersonal impressions form along two dimensions: warmth and competence. We identify interaction style and customer journey stage as the managerial levers to alter...

...Dhruv Grewal; Abhijit Guha; Elisa Schweiger; Stephan Ludwig; Martin Wetzels Accordingly, we draw on extant communication and customer journey theories to establish a conceptual framework that consists of source, message, and recipient effects. Further, the value associated with these effects may...

... services. It derives an empirically grounded understanding of an intended experience that combines design characteristics associated with both the utilitarian and hedonic model at different stages of the customer journey. The emergent conceptual framework describes and links these design characteristics...

...Elina Jaakkola; Harri Terho Purpose The quality of the customer journey has become a critical determinant of successful service delivery in contemporary business. Extant journey research focuses on the customer path to purchase, but pays less attention to the touchpoints related to service...

...Susan Stead; Gaby Odekerken-Schröder; Dominik Mahr Purpose This article investigates the role of schemas in shaping customer experiences in new servicescapes, across the customer journey. The authors take a customer perspective that reveals how schematic information processing takes place at four...

...Larissa Becker; Elina Jaakkola; Aino Halinen Purpose Customer experience research predominantly anchors the customer journey on a specific offering, implying an inherently firm-centric perspective. Attending calls for a more customer-centric approach, this study aims to develop a goal-oriented...

... ramifications for individual customer journeys. To solve this issue, this article introduces media entropy as a new metric for assessing cross-media exposure on the individual customer level and illustrates its effect on consumers' purchase decisions. Design/methodology/approach Building on information...

... experience. Findings The findings reveal the design characteristics of touchpoints and the overall customer journey, which constitute the core experience, as well as the design characteristics of the physical and social environment, which support the realisation of the core experience, in a cultural...