Table AI.

YearAuthorsJournalArticleVolumeIssuepp.
1993Arnould, PriceJournal of Consumer ResearchRiver magic: Extraordinary experience and extended service encounter20124-45
1996Goodwin, Grove, FiskService Industries JournalCollaring the cheshire cat’: Studying customers’ services experience through metaphor164421-442
1997Grove, FiskJournal of RetailingThe impact of other customers on service experiences: A critical incident examination of “getting along”73163-85
1998Holbrook, KuwaharaInternational Journal of Research in MarketingCollective stereographic photo essays: An integrated approach to probing consumption experiences in depth15 201-221
2000Novak, Hoffman, Yiu-FaiMarketing ScienceMeasuring the customer experience in online environments: A structural modeling approach19122-42
2001Li, Daugherty, BioccaJournal of Interactive MarketingCharacteristics of virtual experience in electronic commerce: A protocol analysis15313-30
2002Greenwell, Fink, PastoreSport Marketing QuarterlyPerceptions of the service experience: Using demographic and psychographic variables to identify customer segments4331-6
2004Grace, O’CassJournal of Services MarketingExamining service experiences and post-consumption evaluations186450-461
2005Cliffe, MotionJournal of Business ResearchBuilding contemporary brands: A sponsorship-based strategy58 1068-1077
2005Edvardsson, Enquist, JohnstonJournal of Service ResearchCocreating Customer Value Through Hyperreality in the Prepurchase Service Experience82149-161
2005NgoboInternational Journal of Research in MarketingDrivers of upward and downward migration: An empirical investigation among theatregoers22 183-201
2005Ha, PerksJournal of Consumer BehaviorEffects of consumer perceptions of brand experience on the web: Brand familiarity, satisfaction and brand trust46438-452
2006HolbrookJournal of Business ResearchConsumption experience, customer value, and subjective personal introspection: An illustrative photographic essay59 714-725
2006Tsaur, Chiu, WangJournal of Travel and Tourism MarketingThe Visitors Behavioral Consequences of Experiential Marketing: An Empirical Study on Taipei Zoo21147-64
2007Gentile, Spiller, NociEuropean Management JournalHow to sustain the customer experience: An overview of experience components that co-create value with the customer255395-410
2007LeightonInternational Journal of Nonprofit and Voluntary Sector MarketingStep back in time and live the legend’: experiential marketing and the heritage sector12 117-125
2007Frow, PayneJournal of Brand ManagementTowards the “perfect” customer experience15289-101
2007Schouten, McAlexander, KoenigJournal of the Academy of Marketing ScienceTranscendent customer experience and brand community35 357-368
2008WikströmJournal of Customer BehaviorA consumer perspective on experience creation7131-50
2008Patterson, Hodgson, ShiJournal of Marketing ManagementChronicles of “customer experience”: the downfall of Lewis’s foretold241-229-45
2008Patrício, Fisk, Raymond, Falcão e CunhaJournal of Service ResearchDesigning Multi-Interface Service Experiences104318-334
2008Fornerino, Helme-Guizon, GottelandRecherche et Applications en MarketingMovie consumption experience and immersion: impact on satisfaction23393-109
2009Brakus, Schmitt, ZarantonelloJournal of MarketingBrand Experience: What Is It? How Is It Measured? Does It Affect Loyalty?73 52-68
2009Payne, Storbacka, Frow, KnoxJournal of Business ResearchCo-creating brands: Diagnosing and designing the relationship experience62 379-389
2009Lywood, Stone, EkinciJournal of Database Marketing and Customer Strategy ManagementCustomer experience and profitability: An application of the empathy rating index (ERIC) in UK call centres163207-214
2009Jain, BagdareJournal of Marketing and CommunicationDeterminants of Customer Experience in New Format Retail Stores5234-44
2009WoodJournal of Promotion ManagementEvaluating Event Marketing: Experience or Outcome?15 247-268
2009SchembriJournal of Business ResearchReframing brand experience: The experiential meaning of Harley-Davidson62 1299-1310
2009ChanJournal of Hospitality Marketing and ManagementThe consumption of museum service experiences: benefits and value of museum experiences182-3173-196
2010Helkkula, KelleherJournal of Customer BehaviorCircularity of customer service experience and customer perceived value9137-53
2010Chang, HorngService Industries JournalConceptualizing and measuring experience quality: the customer’s perspective30142401-2419
2010Srinivasan, SrivastavaJournal of Retail and Leisure PropertyCreating the futuristic retail experience through experiential marketing: Is it possible? An exploratory study93193-199
2010Ferguson, Paulin, BergeronJournal of Service ManagementCustomer sociability and the total service experience21125-44
2010Baron, HarrisJournal of Services MarketingToward an understanding of consumer perspectives on experiences247518-531
2011Luo, Chen, Ching, LiuService Industries JournalAn examination of the effects of virtual experiential marketing on online customer intentions and loyalty31132163-2191
2011Klaus, MaklanJournal of Marketing ManagementBridging the gap for destination extreme sports: A model of sports tourism customer experience2713-141341-1365
2011Lemke, Clark, WilsonJournal of the Academy of Marketing ScienceCustomer experience quality: an exploration in business and consumer contexts using repertory grid technique39 846-869
2011Kim, Cha, KnutsonManaging Service QualityDevelopment and testing of the Consumer Experience Index (CEI)212112-132
2011Nambisan, WattJournal of Business ResearchManaging customer experiences in online product communities64 889-895
2011Patrício, Fisk, Falcão e Cunha, ConstantineJournal of Service ResearchMultilevel Service Design: From Customer Value Constellation to Service Experience Blueprinting142180-200
2011Johnston, KongManaging Service QualityThe customer experience: a road-map for improvement2115-24
2011SuService Industries JournalThe role of service innovation and customer experience in ethnic restaurants313425-440
2011Walls, Okumus, Wang, KwunJournal of Hospitality Marketing and ManagementUnderstanding the Consumer Experience: An Exploratory Study of Luxury Hotels20 166-197
2012RoedererRecherche et Applications en MarketingA contribution to conceptualizing the consumption experience: Emergence of the dimensions of an experience through life narratives27381-95
2012Teixeira, Patrício, Nunes, Nóbrega, Fisk, ConstantineJournal of Service ManagementCustomer experience modeling: from customer experience to service design233362-376
2012Pareigis, Echeverri, EdvardssonJournal of Service ManagementExploring internal mechanisms forming customer servicescape experiences235677-695
2012Klaus, MaklanJournal of Service ManagementEXQ: a multiple-item scale for assessing service experience2315-33
2012Olsson, Friman, Pareigis, EdvardssonJournal of Retailing and Consumer ServicesMeasuring service experience: Applying the satisfaction with travel scale in public transport19 413-418
2012Reinares, GarciaInternational Journal of Bank MarketingMethods of improving the physical spaces of banking establishments305376-389
2012Rose, Clark, Samouel, HairJournal of RetailingOnline Customer Experience in e-Retailing: An empirical model of Antecedents and Outcomes88 308-322
2012Trischler, ZehrerJournal of Vacation MarketingService design: Suggesting a qualitative multistep approach for analyzing and examining theme park experiences18157-71
2012KimJournal of Fashion Marketing and ManagementThe dimensionality of fashion-brand experience: Aligning consumer-based brand equity approach164418-441
2013Major, McLeayJournal of Vacation MarketingAlive and kicking: Evaluating the overseas package holiday experience of grey consumers in the United Kingdom1915-18
2013BagdareJournal of Marketing and CommunicationAntecendents of Retail Customer Experience8345-51
2013Klaus, Gorgoglione, Buonamassa, Paniello, NguyenInternational Journal of Bank MarketingAre you providing the “right” customer experience? The case of Banca Popolare di Bari317506-528
2013Morgan-Thomas, VeloutsouJournal of Business ResearchBeyond technology acceptance: Brand relationships and online brand experience66 21-27
2013Nysveen, Pedersen, SkardJournal of Brand ManagementBrand experiences in service organizations: Exploring the individual effects of brand experience dimensions205404-423
2013Jüttner, Schaffner, Windler, MaklanEuropean Journal of MarketingCustomer service experiences475-6738-769
2013Gazzoli, Hancer, KimJournal of Service ManagementExplaining why employee-customer orientation influences customers’ perceptions of the service encounter244382-400
2013Bagdare, JainInternational Journal of Retail and Distribution ManagementMeasuring retail customer experience4110790-804
2013Gilboa, Vilnai-YavetzEuropean Journal of MarketingShop until you drop? An exploratory analysis of mall experiences471-2239-259
2013Triantafillidou, SiomkosJournal of Vacation MarketingSummer camping: An extraordinary, nostalgic, and interpersonal experience193197-208
2013KlausJournal of Services MarketingThe case of Amazon.com: towards a conceptual framework of online customer service experience (OCSE) using the emerging consensus technique (ECT)276443-457
2013Kim, ChoiServices Marketing QuarterlyThe Influence of Customer Experience Quality on Customers’ Behavioral Intentions34 322-338
2013Dennis, Brakus, AlamanosJournal of Marketing ManagementThe wallpaper matters: Digital signage as customer-experience provider at the Harrods (London, UK) department store293-4338-355
2013Rageh, Melewar, WoodsideQualitative Market Research: An International JournalUsing netnography research method to reveal the underlying dimensions of the customer/tourist experience162126-149
2014Sharma, ChaubeyJournal of Marketing and CommunicationAn Empirical Study of Customer Experience and its Relationship with Customer Satisfaction towards the Services of Banking Sector9318-27
2014Kumar, Umashankar, Kim, BhagwatMarketing ScienceAssessing the Influence of Economic and Customer Experience Factors on Service Purchase Behaviors335673-692
2014Rambocas, Kirpalani, SimmsInternational Journal of Bank MarketingBuilding brand equity in retail banks: the case of Trinidad and Tobago324300-320
2014Cleff, Lin, WalterIUP Journal of Brand ManagementCan You Feel It? - The Effect of Brand Experience on Brand Equity1127-27
2014Hamilton, WagnerEuropean Journal of MarketingCommercialised nostalgia485-6813-832
2014Triantafillidou, SiomkosJournal of Consumer MarketingConsumption experience outcomes: satisfaction, nostalgia intensity, word-of-mouth communication and behavioural intentions316-7526-540
2014Åkesson, Edvardsson, TronvollJournal of Service ManagementCustomer experience from a self-service system perspective255677-698
2014Huang, Liu, HsuJournal of Hospitality Marketing and ManagementCustomer Experiences with Economy Hotels in China: Evidence from Mystery Guests233266-293
2014Chauhan, ManhasJournal of Services ResearchDimensional analysis of customer experience in civil aviation sector14175-98
2014Lin, BennettInternational Journal of Retail and Distribution ManagementExamining retail customer experience and the moderation effect of loyalty programmes4210929-947
2014Resnick, Foster, WoodwallInternational Journal of Retail and Distribution ManagementExploring the UK high street retail experience: is the service encounter still valued?429839-859
2014Evanschitzky, Emrich, Sangtani, Ackfeldt, Reynolds, ArnoldInternational Journal of Research in MarketingHedonic shopping motivations in collectivistic and individualistic consumer cultures31 335-338
2014Minkiewicz, Evans, BridsonJournal of Marketing ManagementHow do consumers co-create their experiences? An exploration in the heritage sector301-230-59
2014Shobeiri, Mazaheri, LarocheService Industries JournalImproving customer website involvement through experiential marketing3411885-900
2014Bolton, Gustafsson, McColl-Kennedy, Sirianni, TseJournal of Service ManagementSmall details that make big differences A radical approach to consumption experience as a firm’s differentiating strategy252253-274
2014Srivastava, KaulJournal of Retailing and Consumer ServicesSocial interaction, convenience and customer satisfaction: The mediating effect of customer experience21 1028-1037
2014Richelieu, KoraiQualitative Market Research: An International JournalThe consumption experience of Tim Hortons’ coffee fans173192-208
2014Fernandes, NevesJournal of Strategic MarketingThe role of servicescape as a driver of customer value in experience-centric service organizations: the Dragon Football Stadium case226548-560
2014Trevinal, StengerJournal of Retailing and Consumer ServicesToward a conceptualization of the online shopping experience21 314-326
2014Choe, Lee, KimJournal of Travel and Tourism MarketingUnderstanding the Exhibition Attendees’ Evaluation of Their Experiences: A Comparison Between High Versus Low Mindful Visitors317899-914
2015Lin, ChengService Industries JournalAn integrated model of service experience design improvement351-262-80
2015Chang, LinJournal of Travel and Tourism MarketingBuilding a Total Customer Experience Model: Applications for the Travel Experiences in Taiwan’s Creative Life Industry32 438-453
2015McColl-Kennedy, Cheung, FerrierJournal of Service ManagementCo-creating service experience practices262249-275
2015Carú, CovaJournal of Service ManagementCo-creating the collective service experience262276-294
2015Mouri, Bindroo, GaneshJournal of Marketing ManagementDo retail alliances enhance customer experience? Examining the relationship between alliance value and customer satisfaction with the alliances3111-121231-1254
2015Ponsignon, Smart, Williams, HallJournal of Service ManagementHealthcare experience quality: an empirical exploration using content analysis techniques266460-485
2015Verma, JainRomanian Journal of MarketingHow Experiential Marketing is used in Indian Luxury Hotels?1 2-11
2015SongAcademy of Marketing Studies JournalIdentifying on-line shopping experiences from the perspective of shopping motives193139-148
2015Ding, TsengEuropean Journal of MarketingOn the relationships among brand experience, hedonic emotions, and brand equity497-8994-1015
2015Martin, Mortimer, AndrewsJournal of Retailing and Consumer ServicesRe-examining online customer experience to include purchase frequency and perceived risk25 81-95
2016Ryynänen, Joutsela, HeinonenQualitative Market Research: An International Journal“My grandfather kept one of these tins on top of the bookshelf”1914-26
2016Ali, Amin, CobanogluJournal of Hospitality Marketing and ManagementAn Integrated Model of Service Experience, Emotions, Satisfaction, and Price Acceptance: An Empirical Analysis in the Chinese Hospitality Industry254449-475
2016TafesseJournal of Promotion ManagementConceptualization of Brand Experience in an Event Marketing Context22134-48
2016Trudeau, ShobeiriJournal of Product and Brand ManagementDoes social currency matter in creation of enhanced brand experience?25198-114
2016Taheri, Gori, O’Gorman, Hogg, FarringtonJournal of Marketing ManagementExperiential liminoid consumption: the case of nightclubbing321-219-43
2016Srivastava, KaulJournal of Retailing and Consumer ServicesExploring the link between customer-experience-loyalty-consumer spend31 277-286
2016Stein, RamaseshanJournal of Retailing and Consumer ServicesTowards the identification of customer experience touch point elements30 8-19
2016Cetin, WallsJournal of Hospitality Marketing and ManagementUnderstanding the Customer Experiences from the Perspective of Guests and Hotel Managers: Empirical Findings from Luxury Hotels in Istanbul, Turkey254395-424
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