Ainsworth, J. ; Foster, J. Comfort in brick and mortar shopping experiences: examining antecedents and consequences of comfortable retail experiences. 2017 J. Retailing Consum. Serv.. 35 27-35
Al-alak, B.A. Impact of marketing activities on relationship quality in the Malaysian banking sector. 2014 J. Retailing Consum. Serv.. 21 347-356
- Al-Wugayan, A.A. Relationship versus customer experience quality as determinants of relationship quality and relational outcomes for Kuwaiti retail banks. 2019 Int. J. Bank Market.. 37 1234-1252
Paper not yet in RePEc: Add citation now
- Amin, M. Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty. 2016 Int. J. Bank Market.. 34 280-306
Paper not yet in RePEc: Add citation now
- Anisimova, T. ; Weiss, J. ; Mavondo, F. The influence of corporate brand perceptions on consumer satisfaction and loyalty via controlled and uncontrolled communications: a multiple mediation analysis. 2019 J. Consum. Market.. 36 33-49
Paper not yet in RePEc: Add citation now
Armstrong, J.S. ; Overton, T.S. Estimating nonresponse bias in mail surveys. 1977 J. Market. Res.. 14 396-402
- Athanasopoulou, P. Relationship quality: a critical literature review and research agenda. 2009 Eur. J. Market.. 43 583-610
Paper not yet in RePEc: Add citation now
Barari, M. ; Furrer, O. The customer experience ecosystem in two cultural contexts. 2018 J. Financ. Serv. Market.. 23 234-243
- Baumgartner, H. ; Weijters, B. Dealing with common method variance in international marketing research. 2021 J. Int. Market.. -
Paper not yet in RePEc: Add citation now
- Bitner, M.J. Building service relationships: It’s all about promises. 1995 J. Acad. Market. Sci.. 23 246-251
Paper not yet in RePEc: Add citation now
- Bontis, N. ; Booker, L.D. ; Serenko, A. The mediating effect of organizational reputation on customer loyalty and service recommendation in the banking industry. 2007 Manag. Decis.. 45 1426-1445
Paper not yet in RePEc: Add citation now
- Brakus, J.J. ; Ou, Y.C. ; Zarantonello, L. May). Value from experiences and customer happiness: implications for customer experience management: an abstract. 2019 En : Academy of Marketing Science Annual Conference. Springer: Cham
Paper not yet in RePEc: Add citation now
Cambra-Fierro, J. ; Gao, L.X. ; Melero-Polo, I. ; Trifu, A. How do firms handle variability in customer experience? A dynamic approach to better understanding customer retention. 2021 J. Retailing Consum. Serv.. 61 102578-
Cambra-Fierro, J. ; Melero-Polo, I. ; Sese, F.J. Can complaint-handling efforts promote customer engagement?. 2016 Service Business. 10 847-866
- Cambra-Fierro, J. ; Melero-Polo, I. ; Sese, F.J. Customer value co-creation over the relationship life cycle. 2018 J.Service Theory Prac.. 28 336-355
Paper not yet in RePEc: Add citation now
- Carù, A. ; Cova, B. Revisiting consumption experience: a more humble but complete view of the concept. 2003 Market. Theor.. 3 267-286
Paper not yet in RePEc: Add citation now
- Chang, P.L. ; Chieng, M.H. Building consumer–brand relationship: a cross‐cultural experiential view. 2006 Psychol. Market.. 23 927-959
Paper not yet in RePEc: Add citation now
- Choi, H. ; Kandampully, J. The effect of atmosphere on customer engagement in upscale hotels: an application of SOR paradigm. 2019 Int. J. Hospit. Manag.. 77 40-50
Paper not yet in RePEc: Add citation now
- Cohen, J. Statistical Power Analysis for the Behavioral Sciences. 1988 Erlbaum: Hillsdale, NJ
Paper not yet in RePEc: Add citation now
- Crosby, L.A. ; Evans, K.R. ; Cowles, D. Relationship quality in services selling: an interpersonal influence perspective. 1990 J. Market.. 54 68-81
Paper not yet in RePEc: Add citation now
- Dabholkar, P.A. ; Shepherd, C.D. ; Thorpe, D.I. A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study. 2000 J. Retailing. 76 139-173
Paper not yet in RePEc: Add citation now
- Dagger, T.S. ; O'Brien, T.K. Does experience matter? Differences in relationship benefits, satisfaction, trust, commitment and loyalty for novice and experienced service users. 2010 Eur. J. Market.. 44 1528-1552
Paper not yet in RePEc: Add citation now
- Daniels, K. Measures of five aspects of affective well-being at work. 2000 Hum. Relat.. 53 275-294
Paper not yet in RePEc: Add citation now
- Dawes, J. The effect of service price increases on customer retention: the moderating role of customer tenure and relationship breadth. 2009 J. Serv. Res.. 11 232-245
Paper not yet in RePEc: Add citation now
- De Wulf, K. ; Odekerken-Schröder, G. ; Iacobucci, D. Investments in consumer relationships: a cross-country and cross-industry exploration. 2001 J. Market.. 65 33-50
Paper not yet in RePEc: Add citation now
- Ding, C.G. ; Tseng, T.H. On the relationships among brand experience, hedonic emotions, and brand equity. 2015 Eur. J. Market.. 49 994-1015
Paper not yet in RePEc: Add citation now
- Donovan, R.J. ; Rossiter, J.R. Store atmosphere: an environmental psychology approach. 1982 J. Retailing. 58 34-57
Paper not yet in RePEc: Add citation now
Dorai, S. ; Balasubramanian, N. ; Sivakumaran, B. Enhancing relationships in e-tail: role of relationship quality and duration. 2021 J. Retailing Consum. Serv.. 58 102293-
- Dunn, W. The impact of sensory processing abilities on the daily lives of young children and their families: a conceptual model. 1997 Infants Young Child.. 9 23-35
Paper not yet in RePEc: Add citation now
- Eisingerich, A.B. ; Bell, S.J. Maintaining customer relationships in high credence services. 2007 J. Serv. Market.. 21 253-262
Paper not yet in RePEc: Add citation now
- Farquhar, J. Marketing Financial Services. 2017 Macmillan Education: UK
Paper not yet in RePEc: Add citation now
Fernandes, T. ; Pinto, T. Relationship quality determinants and outcomes in retail banking services: the role of customer experience. 2019 J. Retailing Consum. Serv.. 50 30-41
- Fornell, C. A national customer satisfaction barometer: the Swedish experience. 1992 J. Market.. 56 6-21
Paper not yet in RePEc: Add citation now
- Fornell, C. ; Larcker, D.F. Evaluating structural equation models with unobservable variables and measurement error. 1981 J. Market. Res.. 18 39-50
Paper not yet in RePEc: Add citation now
- Francisco-Maffezzolli, E.C. ; Semprebon, E. ; Prado, P.H.M. Construing loyalty through brand experience: the mediating role of brand relationship quality. 2014 J. Brand Manag.. 21 446-458
Paper not yet in RePEc: Add citation now
- Garg, R. ; Rahman, Z. ; Qureshi, M.N. Measuring customer experience in banks: scale development and validation. 2014 J. Model. Manag.. 9 87-117
Paper not yet in RePEc: Add citation now
- Gaur, S.S. ; Kingshott, R.P. ; Sharma, P. Managing customer relationships in emerging markets: focal roles of relationship comfort and relationship proneness. 2019 J.Service Theory Prac.. 29 592-609
Paper not yet in RePEc: Add citation now
Gilboa, S. ; Seger-Guttmann, T. ; Mimran, O. The unique role of relationship marketing in small businesses' customer experience. 2019 J. Retailing Consum. Serv.. 51 152-164
Gounaris, S.P. Trust and commitment influences on customer retention: insights from business-to-business services. 2005 J. Bus. Res.. 58 126-140
- Gounaris, S.P. ; Venetis, K. Trust in industrial service relationships: behavioral consequences, antecedents and the moderating effect of the duration of the relationship. 2002 J. Serv. Market.. 16 636-655
Paper not yet in RePEc: Add citation now
- Grönroos, C. Value‐driven relational marketing: from products to resources and competencies. 1997 J. Market. Manag.. 13 407-419
Paper not yet in RePEc: Add citation now
- Hadiansah, I. ; Purwanegara, M.S. ; Nugraha, R. ; Santoso, A.S. Bridging perspectives of customer value proposition and customer perceived value of intercity non-bus transportation service in Indonesia. 2018 South East Asian J. Manag.. 12 105-122
Paper not yet in RePEc: Add citation now
- Hair, J.F. ; Anderson, R.E. ; Babin, B.J. ; Black, W.C. . 2010 :
Paper not yet in RePEc: Add citation now
- Hair, J.F. ; Hult, G.T.M. ; Ringle, C.M. ; Sarstedt, M. A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). 2017 Sage publications:
Paper not yet in RePEc: Add citation now
- Hair, J.F. ; Hult, G.T.M. ; Ringle, C.M. ; Sarstedt, M. A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). 2021 Sage publications:
Paper not yet in RePEc: Add citation now
- Hair, J.F. ; Ringle, C.M. ; Sarstedt, M. PLS SEM: indeed a silver bullet. 2011 J. Market. Theor. Pract.. 19 139-152
Paper not yet in RePEc: Add citation now
Harman, H.H. Modern Factor Analysis. 1976 University of Chicago press:
- Harrison, R.L. ; Reilly, T.M. Mixed methods designs in marketing research. 2011 Qual. Mark. Res. Int. J.. 14 7-26
Paper not yet in RePEc: Add citation now
- Hayes, A.F. . 2017 Guilford publications: New York, NY
Paper not yet in RePEc: Add citation now
- Helkkula, A. ; Kelleher, C. ; Pihlström, M. Characterizing value as an experience: implications for service researchers and managers. 2012 J. Serv. Res.. 15 59-75
Paper not yet in RePEc: Add citation now
- Hennig-Thurau, T. ; Gwinner, K.P. ; Gremler, D.D. Understanding relationship marketing outcomes: An integration of relational benefits and relationship quality. 2002 J. Serv. Res.. 4 230-247
Paper not yet in RePEc: Add citation now
- Henseler, J. ; Hubona, G. ; Ray, P.A. Using PLS path modeling in new technology research: updated guidelines. 2016 Ind. Manag. Data Syst.. 116 2-20
Paper not yet in RePEc: Add citation now
- Henseler, J. ; Ringle, C.M. ; Sarstedt, M. A new criterion for assessing discriminant validity in variance-based structural equation modeling. 2015 J. Acad. Market. Sci.. 43 115-135
Paper not yet in RePEc: Add citation now
- Hew, J.J. ; Leong, L.Y. ; Tan, G.W.H. ; Lee, V.H. ; Ooi, K.B. Mobile social tourism shopping: a dual-stage analysis of a multi-mediation model. 2018 Tourism Manag.. 66 121-139
Paper not yet in RePEc: Add citation now
- Hossain, M.A. ; Dwivedi, Y.K. ; Naseem, S.B. Developing and validating a hierarchical model of service quality of retail banks. 2015 Total Qual. Manag. Bus. Excel.. 26 534-549
Paper not yet in RePEc: Add citation now
- Hoyer, W.D. ; MacInnis, D.J. . 2001 Houghton Mifflin Company: Boston
Paper not yet in RePEc: Add citation now
- Jacoby, J. Stimulus‐organism‐response reconsidered: an evolutionary step in modeling (consumer) behavior. 2002 J. Consum. Psychol.. 12 51-57
Paper not yet in RePEc: Add citation now
- Jain, R. ; Aagja, J. ; Bagdare, S. Customer experience–a review and research agenda. 2017 J.Service Theory Prac.. 27 642-662
Paper not yet in RePEc: Add citation now
- Kang, K. ; Lu, J. ; Guo, L. ; Li, W. The dynamic effect of interactivity on customer engagement behavior through tie strength: evidence from live streaming commerce platforms. 2021 Int. J. Inf. Manag.. 56 102251-
Paper not yet in RePEc: Add citation now
Khan, I. ; Fatma, M. Antecedents and outcomes of brand experience: an empirical study. 2017 J. Brand Manag.. 24 439-452
- Kidron, A. Investigating trust in the Israeli banking system from the reciprocating perspectives of customers and bankers: a mixed methods study. 2021 Int. J. Bank Market.. 39 167-188
Paper not yet in RePEc: Add citation now
- Klaus, P.P. ; Maklan, S. Towards a better measure of customer experience. 2013 Int. J. Mark. Res.. 55 227-246
Paper not yet in RePEc: Add citation now
- Kock, F. ; Berbekova, A. ; Assaf, A.G. Understanding and managing the threat of common method bias: detection, prevention and control. 2021 Tourism Manag.. 86 104330-
Paper not yet in RePEc: Add citation now
Kumar, V. ; Ayodeji, O.G. Determinants of the success of online retail in India. 2021 Int. J. Bus. Inf. Syst.. 37 246-262
- Lemke, F. ; Clark, M. ; Wilson, H. Customer experience quality: an exploration in business and consumer contexts using repertory grid technique. 2011 J. Acad. Market. Sci.. 39 846-869
Paper not yet in RePEc: Add citation now
- Lemon, K.N. ; Verhoef, P.C. Understanding customer experience throughout the customer journey. 2016 J. Market.. 80 69-96
Paper not yet in RePEc: Add citation now
- Lindell, M.K. ; Whitney, D.J. Accounting for common method variance in cross-sectional research designs. 2001 J. Appl. Psychol.. 86 114-
Paper not yet in RePEc: Add citation now
- Lipkin, M. Customer experience formation in today's service landscape. 2016 J. Service Mang.. 27 678-703
Paper not yet in RePEc: Add citation now
- Lloyd, A.E. ; Luk, S.T. Interaction behaviors leading to comfort in the service encounter. 2011 J. Serv. Market.. 25 176-189
Paper not yet in RePEc: Add citation now
- Loureiro, S.M.C. ; Sarmento, E.M. Enhancing brand equity through emotions and experience: the banking sector. 2018 Int. J. Bank Market.. 36 868-883
Paper not yet in RePEc: Add citation now
- Lusch, R.F. ; Vargo, S.L. Service-dominant logic: reactions, reflections and refinements. 2006 Market. Theor.. 6 281-288
Paper not yet in RePEc: Add citation now
- MacCallum, R.C. ; Browne, M.W. The use of causal indicators in covariance structure models: some practical issues. 1993 Psychol. Bull.. 114 533-
Paper not yet in RePEc: Add citation now
- Maguire, A. ; DasGupta, N. ; Helm, R. ; Wachters, I. ; Walsh, I. ; Mönter, N. Customer-Centricity in Retail Banking. 2012 :
Paper not yet in RePEc: Add citation now
Manthiou, A. ; Hickman, E. ; Klaus, P. Beyond good and bad: challenging the suggested role of emotions in customer experience (customer experience) research. 2020 J. Retailing Consum. Serv.. 57 102218-
- Mbama, C.I. ; Ezepue, P. ; Alboul, L. ; Beer, M. Digital banking, customer experience and financial performance: UK bank managers' perceptions. 2018 J. Res. Indian Med.. 12 432-451
Paper not yet in RePEc: Add citation now
- Mbama, C.I. ; Ezepue, P.O. Digital banking, customer experience and bank financial performance: UK customers' perceptions. 2018 Int. J. Bank Market.. 36 230-255
Paper not yet in RePEc: Add citation now
- Mehrabian, A. ; Russell, J.A. An Approach to Environmental Psychology. 1974 the MIT Press:
Paper not yet in RePEc: Add citation now
- Meyer, C. ; Schwager, A. Understanding Customer Experience. 2007 Harvard. Business Publishing: Boston, MA
Paper not yet in RePEc: Add citation now
Meyers-Levy, J. ; Tybout, A.M. Schema congruity as a basis for product evaluation. 1989 J. Consum. Res.. 16 39-54
- Miles, M.B. ; Huberman, A.M. Qualitative Data Analysis: an Expanded Sourcebook. 1994 sage:
Paper not yet in RePEc: Add citation now
- Mitchell, T.R. An evaluation of the validity of correlational research conducted in organizations. 1985 Acad. Manag. Rev.. 10 192-205
Paper not yet in RePEc: Add citation now
- Morgan, R.M. ; Hunt, S.D. The commitment-trust theory of relationship marketing. 1994 J. Market.. 58 20-38
Paper not yet in RePEc: Add citation now
- Morrison, S. ; Crane, F.G. Building the service brand by creating and managing an emotional brand experience. 2007 J. Brand Manag.. 14 410-421
Paper not yet in RePEc: Add citation now
- Mungra, Y. ; Yadav, P.K. The mediating effect of satisfaction on trust-commitment and relational outcomes in manufacturer–supplier relationship. 2019 J. Bus. Ind. Market.. 35 219-230
Paper not yet in RePEc: Add citation now
- Nataraj, B. ; Rajendran, R. Impact of relationship quality on customer retention-A study with reference to retail banking in India. 2018 Int. J. Business Inform.. 13 -
Paper not yet in RePEc: Add citation now
- Ndubisi, N.O. ; Wah, C.K. Factorial and discriminant analyses of the underpinnings of relationship marketing and customer satisfaction. 2005 Int. J. Bank Market.. 23 542-557
Paper not yet in RePEc: Add citation now
- O'Loughlin, D. ; Szmigin, I. Customer perspectives on the role and importance of branding in Irish retail financial services. 2005 Int. J. Bank Market.. 23 8-27
Paper not yet in RePEc: Add citation now
- Olavarría-Jaraba, A. ; Cambra-Fierro, J.J. ; Centeno, E. ; Vázquez-Carrasco, R. Relationship quality as an antecedent of customer relationship proneness: a cross-cultural study between Spain and Mexico. 2018 J. Retailing Consum. Serv.. 42 78-87
Paper not yet in RePEc: Add citation now
- Palmatier, R.W. ; Dant, R.P. ; Grewal, D. ; Evans, K.R. Factors influencing the effectiveness of relationship marketing: a meta-analysis. 2006 J. Market.. 70 136-153
Paper not yet in RePEc: Add citation now
- Palmer, A. Customer experience management: a critical review of an emerging idea. 2010 J. Serv. Market.. 24 196-208
Paper not yet in RePEc: Add citation now
- Podsakoff, P.M. ; MacKenzie, S.B. ; Lee, J.Y. ; Podsakoff, N.P. Common method biases in behavioral research: a critical review of the literature and recommended remedies. 2003 J. Appl. Psychol.. 88 879-
Paper not yet in RePEc: Add citation now
- Purohit, S. ; Arora, R. Adoption of mobile banking at the bottom of the pyramid: an emerging market perspective. 2021 Int. J. Emerg. Mark.. -
Paper not yet in RePEc: Add citation now
Purohit, S. ; Paul, J. ; Mishra, R. Rethinking the bottom of the pyramid: towards a new marketing mix. 2021 J. Retailing Consum. Serv.. 58 102275-
- PwC Retail Banking 2020 Evolution or Revolution?. 2020 :
Paper not yet in RePEc: Add citation now
- Rajaobelina, L. The impact of customer experience on relationship quality with travel agencies in a multichannel environment. 2018 J. Trav. Res.. 57 206-217
Paper not yet in RePEc: Add citation now
- Ramaseshan, B. ; Stein, A. Connecting the dots between brand experience and brand loyalty: the mediating role of brand personality and brand relationships. 2014 J. Brand Manag.. 21 664-683
Paper not yet in RePEc: Add citation now
- Rodríguez, R. ; Svensson, G. ; Román, S. ; Wood, G. Teleological sales and purchase approaches in complex business relationships–customers’ expectations before and perceptions after purchase. 2018 J. Bus. Ind. Market.. 33 523-538
Paper not yet in RePEc: Add citation now
- Sandbaek, L. ; Tölkes, C. ; André-Leruste, C. Moving to the Cloud: a Strategy for Banking Firms in Europe. Accenture Financial Services Technology Advisory. 2017 Accenture Consulting:
Paper not yet in RePEc: Add citation now
- Schnebelen, S. ; Bruhn, M. An appraisal framework of the determinants and consequences of brand happiness. 2018 Psychol. Market.. 35 101-119
Paper not yet in RePEc: Add citation now
- Schneider, B. ; Bowen, D.E. Understanding customer delight and outrage. 1999 Sloan Manag. Rev.. 41 35-45
Paper not yet in RePEc: Add citation now
- Schoonenboom, J. ; Johnson, R.B. How to construct a mixed methods research design. 2017 KZfSSKölnerZeitschriftfürSoziologie und Sozialpsychologie. 69 107-131
Paper not yet in RePEc: Add citation now
Shaw, C. The DNA of Customer Experience: How Emotions Drive Value. 2007 Palgrave macmillan: New York, NY
- Shin, Y. ; Van Thai, V. ; Grewal, D. ; Kim, Y. Do corporate sustainable management activities improve customer satisfaction, word of mouth intention and repurchase intention? Empirical evidence from the shipping industry. 2017 Int. J. Logist. Manag.. 28 555-570
Paper not yet in RePEc: Add citation now
- Sholihin, M. ; Zaki, A. ; Maulana, A.O. Do Islamic rural banks consider Islamic morality in assessing credit applications?. 2018 Journal of Islamic Accounting and Business Research. 9 498-513
Paper not yet in RePEc: Add citation now
- Silva, J.H. ; Mendes, G.H. ; Miguel, P.A.C. ; Amorim, M. ; Teixeira, J.G. Customer experience research: intellectual structure and future research opportunities. 2021 J.Service Theory Prac.. 31 893-931
Paper not yet in RePEc: Add citation now
- Silverman, D. Doing Qualitative Research. 2005 Sage: London
Paper not yet in RePEc: Add citation now
- Simmons, R.G. Comfort with the Self. Extending Self-Esteem Theory and Research: Sociological and Psychological Currents. 2001 :
Paper not yet in RePEc: Add citation now
Singh, S. ; Srivastava, R.K. Understanding the intention to use mobile banking by existing online banking customers: an empirical study. 2020 J. Financ. Serv. Market.. 25 86-96
- Spake, D.F. ; Beatty, S.E. ; Brockman, B.K. ; Crutchfield, T.N. Consumer comfort in service relationships: measurement and importance. 2003 J. Serv. Res.. 5 316-332
Paper not yet in RePEc: Add citation now
Srivastava, M. ; Kaul, D. Exploring the link between customer experience–loyalty–consumer spend. 2016 J. Retailing Consum. Serv.. 31 277-286
Srnka, K.J. ; Koeszegi, S.T. From words to numbers: how to transform qualitative data into meaningful quantitative results. 2007 Schmalenbach Business Rev.. 59 29-57
- Sweeney, J.C. ; Webb, D.A. How functional, psychological, and social relationship benefits influence individual and firm commitment to the relationship. 2007 J. Bus. Ind. Market.. 22 474-488
Paper not yet in RePEc: Add citation now
- Vargo, S.L. ; Lusch, R.F. Evolving to a new dominant logic for marketing. 2004 J. Market.. 68 1-17
Paper not yet in RePEc: Add citation now
- Vargo, S.L. ; Lusch, R.F. Service-dominant logic: continuing the evolution. 2008 J. Acad. Market. Sci.. 36 1-10
Paper not yet in RePEc: Add citation now
- Vrechopoulos, A.P. ; O’keefe, R.M. ; Doukidis, G.I. ; Siomkos, G.J. Virtual store layout: an experimental comparison in the context of grocery retail. 2004 J. Retailing. 80 13-22
Paper not yet in RePEc: Add citation now
- Wang, C.Y. ; Wu, L.W. Customer loyalty and the role of relationship length. 2012 Manag. Serv. Qual.: Int. J.. 22 58-74
Paper not yet in RePEc: Add citation now
- Wang, D. ; Zhang, H. ; Arens, E. ; Huizenga, C. Observations of upper-extremity skin temperature and corresponding overall-body thermal sensations and comfort. 2007 Build. Environ.. 42 3933-3943
Paper not yet in RePEc: Add citation now
- Ward, T. ; Dagger, T.S. The complexity of relationship marketing for service customers. 2007 J. Serv. Market.. 21 281-290
Paper not yet in RePEc: Add citation now
- Wasan, P. Predicting customer experience and discretionary behaviors of bank customers in India. 2018 Int. J. Bank Market.. 36 701-725
Paper not yet in RePEc: Add citation now
- Zeithaml, V.A. ; Berry, L.L. ; Parasuraman, A. The behavioral consequences of service quality. 1996 J. Market.. 60 31-46
Paper not yet in RePEc: Add citation now