...Sabrina Latusi; Marco Ieva Purpose The goal of the present study is to identify the relationship, based on relational cohesion theory, between the affective visitor response to the touchpoints in a museum setting and the visitor loyalty intentions, namely intention to revisit and intention...

...Marco Ieva; Cristina Ziliani Purpose The explosion in the number of touchpoints is putting pressure on companies to design omnichannel customer experiences aimed at achieving long-term customer loyalty. The purpose of this paper is to examine the relative importance of 24 touchpoints...