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Keywords: Customer experience (CX)
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Journal Articles
Journal:
Journal of Services Marketing
Journal of Services Marketing (2026) 40 (3): 350–365.
Published: 04 November 2025
... distinctive retail marketing strategies crucial for differentiation. Although online fashion retailing is generally accepted to account for around 30% of retail sales globally (Euromonitor, 2024), digital environments by their nature lack sensory inputs, which can negatively impact customer experience (CX...
Journal Articles
Journal:
Journal of Services Marketing
Journal of Services Marketing (2022) 36 (3): 364–378.
Published: 28 July 2021
...Volker G. Kuppelwieser; Philipp Klaus; Aikaterini Manthiou; Linda D. Hollebeek Purpose The customer experience (CX), as revealed in the literature-based debate, has been variously viewed as either a driver or an outcome of customer-perceived value (CPV). However, the association of CPV, CX...
