Search Results - "Customer experience"

Why the Best Immersive Experiences Succeed.

Authors: Nunes, Joseph C. Heimann, Wendy

Source: Harvard Business Review. Jul/Aug2026, Vol. 104 Issue 4, p88-99. 12p. 9 Color Photographs, 1 Chart, 1 Cartoon or Caricature.

AI for Customer Journeys: A Transformer Approach.

Authors: Lu, Zipei Kannan, P.K.

Source: Journal of Marketing Research (JMR). Feb2026, Vol. 63 Issue 1, p1-26. 26p.

When Tipping Becomes a Customer Experience Problem.

Authors: Bender, Mark Bertini, Marco Koenigsberg, Oded et al.

Source: Harvard Business Review Digital Articles. 1/27/2026, p1-9. 9p.

Marketplace Inclusion Across the Consumer Journey: A Five-Stage Framework.

Authors: Wang, Jiaqian Lee, Angela Y.

Source: Journal of Public Policy & Marketing. Jul2026, Vol. 45 Issue 3, p280-282. 3p.

Mitigating the Negative Effects of Customer Anxiety by Facilitating Access to Human Contact.

Authors: Kinch, Michelle A. Buell, Ryan W.

Source: Management Science (INFORMS). Nov2025, Vol. 71 Issue 11, p9710-9729. 20p.

Customers Expect Empathy. Here's How to Deliver It.

Authors: Zaki, Jamil Kalcher, Conny

Source: Harvard Business Review Digital Articles. 11/17/2025, p1-7. 7p.

Improving Substitutions in Online Ordering.

Authors: Corsten, Daniel Laporte, Luigi Jagabathula, Srikanth

Source: Harvard Business Review Digital Articles. 11/17/2025, p1-9. 9p.

The Good, the Bad and the Picky: Consumer Heterogeneity and the Reversal of Product Ratings.

Authors: Bondi, Tommaso Rossi, Michelangelo Stevens, Ryan L.

Source: Management Science (INFORMS). Aug2025, Vol. 71 Issue 8, p7200-7222. 23p.

Examining the Role of Omnichannel Strategies in Shaping Shopping Intention and Customer Experience: Evidence from Indian Apparel Retail.

Authors: Chatterjee, Ridhika Mehrotra, Manoj Parihar, Shubhendra Singh

Source: Advances in Consumer Research. May2026, Vol. 3 Issue 5, p172-188. 17p.

Customer Experience in Urban Heritage Tourism: Insights from the Palácio da Bolsa.

Authors: Zau, Hursia Jayantilal, Shital Santos-Pereira, Carla et al.

Source: Proceedings of the International Conference on Tourism Research (ICTR). 2026, p234-239. 6p.

In the Eye of the Beholder: Customer Experience Journey with Airbnb.

Authors: Bahnan, Nisreen N.¹ nbahnan@salemstate.edu

Source: Proceedings of the International Conference on Tourism Research (ICTR). 2026, p53-61. 9p.

Sportainment: when the design of a sport event transcends resistance, engaging experts and novices alike.

Authors: Medici, Beatrice Carù, Antonella Cova, Bernard

Source: Journal of Marketing Management. Jun2026, p1-26. 26p.

From Experience to Advocacy: The Role of Outcome Expectations in Driving Brand Evangelism.

Authors: Narangajavana-Kaosiri, Yeamduan Narangajavana, Yeamdao Sanz-Blas, Silvia et al.

Source: Journal of Theoretical & Applied Electronic Commerce Research. May2026, Vol. 21 Issue 5, p145. 21p.

Brand Experience as a Mediating Mechanism Between CSR Initiatives, CSR Supportive Behaviour, and Consumer Brand Loyalty.

Authors: Zhu, Teng Jamal, Jamilah Muda, Suhaini

Source: International Review of Management & Marketing (IRMM). 2026, Vol. 16 Issue 3, p349-358. 10p.

Adoption of Omnichannel Technology along with its Impact on Customer Experience from an FMCG Perspective.

Authors: Sharmila, R. Bibiyana, D. Janis

Source: International Review of Management & Marketing (IRMM). 2026, Vol. 16 Issue 3, p491-500. 10p.

Perceived Benefits of Digital Payments in Tanzania.

Authors: Jeje, Kafigi¹ kafigi.jeje@iaa.ac.tz

Source: International Review of Management & Marketing (IRMM). 2026, Vol. 16 Issue 3, p476-490. 15p.

The Impact of Digital Nudging, Customer Experience, and Perceived Risk on the Repurchase Intention of Individuals in MetroMart after the Covid-19 Pandemic.

Authors: Hariramani, Patrick R. Jimenez, Emmanuel Fernando C. Castillo, Samantha Leila S. et al.

Source: Review of Integrative Business & Economics Research. 2026, Vol. 15 Issue 2, p860-871. 12p.

Decoding Customer Loyalty of Bandung's Legendary Culinary through Consumer Experience and Multichannel Behaviour.

Authors: Achmada, Aurora Yupita Chan, Arianis Tresna, Pratami Wulan

Source: Review of Integrative Business & Economics Research. 2026, Vol. 15 Issue 2, p679-696. 18p.

A Structured Diagnostic for Predicting Customer Lessons Learned Outcomes in Low-Frequency Review Environments.

Authors: Petrova, Elena¹ elena.petrova.biocryst@gmail.com

Source: PM World Journal. May2026, Vol. 15 Issue 5, p1-13. 13p.

AI-powered Customer Radar Podcast: KI-gestützte Generierung von Deep Customer Insights entlang der Customer Journey bei der CSS Versicherung.

Authors: Kruthoff, Kai Heinecke, Jörg Galli, Nino et al.

Source: Marketing Review St. Gallen. 2026, Issue 3, p64-74. 11p.