customer experience (marketing essay)

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(Isomura,2016)

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(Sato,1999)

Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69-96. doi:10.1509/jm.15.0420.

(Lemon & Verhoef, 2016)

McColl-Kennedy, J. R., Gustafsson, A., Jaakkola, E., Klaus, P., Radnor, Z. J., Perks, H., . . . Fakulteten för humaniora och samhällsvetenskap (from 2013). (2015). Fresh perspectives on customer experience. Journal of Services Marketing, 29(6/7), 430-435. doi:10.1108/JSM-01-2015-0054.

(McColl-Kennedy & Gustafsson, 2015)

Grewal, D., Levy, M., & Kumar, V. (2009). Customer experience management in retailing: An organizing framework. Journal of Retailing, 85(1), 1-14. doi:10.1016/j.jretai.2009.01.001.

(Grewal, Levy & Kumar, 2009)

Teixeira, J., Patrício, L., Nunes, N. J., Nóbrega, L., Fisk, R. P., & Constantine, L. (2012). Customer experience modeling: From customer experience to service design. Journal of Service Management, 23(3), 362-376. doi:10.1108/09564231211248453.

(Teixeira & Patrício, 2012)

Peng, Y., & Chen, J. (2007). muji. London: Southbank.

(Peng & Chen, 2007)

Shaw, C., & Ivens, J. (2005). Building great customer experiences (Revis ed.). Basingstoke;New York;: Palgrave Macmillan.

(Shaw & Ivens, 2005)

Soudagar, R., Iyer, V., & Hildebrand, V. (2012). The customer experience edge: Technology and techniques for delivering an enduring, profitable and positive experience to your customers (1st ed.). New York: McGraw-Hill.

(Soudagar & Hildebrand, 2012)

Schmitt, B. H. (2003). Customer experience management: A revolutionary approach to connecting with your customers (1. Aufl.;1; ed.). Great Britain;Hoboken, N.J;: John Wiley.

(Schmitt, 2003)

Seligman, J. (2012). Customer experience in modern marketing. London?: Lulu.

(Seligman, 2012)