Everything about Customer experience

🧭 Start here: a 6-step reading path

1. Read the overview: Customer experienceA 5-minute orientation
2. Skim a recent paper: Metaverse as a driver for customer experience and value co-creation: implications for hospitality and tourism management and marketingInfluential work since 2022
3. Pick up a classic book: Girl Online: On TourThe most-reprinted book on the subject
4. Read the landmark paper: A National Customer Satisfaction Barometer: The Swedish ExperienceCited 7,786 times
5. Go sideways: TouchpointA closely related topic
6. Go sideways: Multichannel marketingA closely related topic

🏆 Landmark papers (most cited)

• A National Customer Satisfaction Barometer: The Swedish Experience

  Claes Fornell · 1992 · Journal of Marketing · 7,786 citations

• Understanding Customer Experience Throughout the Customer Journey

  Katherine N. Lemon, Peter C. Verhoef · 2016 · Journal of Marketing · 5,030 citations

• Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing

  Stephen S. Tax, Stephen W. Brown, Murali Chandrashekaran · 1998 · Journal of Marketing · 4,324 citations

• Customer Experience Creation: Determinants, Dynamics and Management Strategies

  Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman · 2009 · Journal of Retailing · 2,405 citations

• Measuring the Customer Experience in Online Environments: A Structural Modeling Approach

  Thomas P. Novak, Donna L. Hoffman, Yiu-Fai Yung · 2000 · Marketing Science · 2,298 citations

🆕 Influential since 2022

• Metaverse as a driver for customer experience and value co-creation: implications for hospitality and tourism management and marketing

  Dimitrios Buhalis, Michael S. Lin, Daniel Leung · 2022 · International Journal of Contemporary Hospitality Management · 486 citations

• Artificial empathy in marketing interactions: Bridging the human-AI gap in affective and social customer experience

  Yuping Liu-Thompkins, Shintaro Okazaki, Hairong Li · 2022 · Journal of the Academy of Marketing Science · 438 citations

• Two decades of customer experience research in hospitality and tourism: A bibliometric analysis and thematic content analysis

  Hyunsu Kim, Kevin Kam Fung So · 2022 · International Journal of Hospitality Management · 302 citations

• Human-Computer Interaction in Customer Service: The Experience with AI Chatbots—A Systematic Literature Review

  Luminița Nicolescu, Monica Teodora Tudorache · 2022 · Electronics · 258 citations

• Understanding the user experience of customer service chatbots: An experimental study of chatbot interaction design

  Isabel Kathleen Fornell Haugeland, Asbjørn Følstad, Cameron Taylor · 2022 · International Journal of Human-Computer Studies · 226 citations

📚 Books worth reading

• Girl Online: On TourZoe Sugg · 2014
• Can't Wait to Get to HeavenFannie Flagg · 2006
• 📕Divine and the DemonicGraham Dwyer · 2002
• Ten Things We Did and Probably Shouldn't HaveSarah Mlynowski · 2011
• 📕Health and Religious Rituals in South AsiaFabrizio Ferrari · 2011
• 📕Routledge Companion to Ecstatic Experience in the Ancient WorldDiana L. Stein, Sarah Kielt Costello · 2021
• Gifts of unknown thingsLyall Watson · 1976
• Building great customer experiencesColin Shaw · 2002

Ranked by number of editions on Open Library, a rough measure of how lasting a book is.

🔗 Related topics

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• Multichannel marketing Multichannel marketing is the blending of different distribution and promotional channels for the purpose of marketing. Distribution channels include a…
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• Target audience The target audience is the intended audience or readership of a publication, advertisement, or other message catered specifically to the previously intended…
• Outline of marketing Marketing refers to the social and managerial processes by which products, services, and value are exchanged in order to fulfill individuals' or groups'…