Sự tương tác giữa trải nghiệm khách hàng và cam kết

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1999, Goal setting and goal striving in consumer behavior, Journal of Marketing, 63, 19

1999, The role of emotions in marketing, Journal of the Academy of Marketing Science, 27, 184, 10.1177/0092070399272005

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2009, Does in-store marketing work? Effects of the number and position of shelf facings on brand attention and evaluation at the point of purchase, Journal of Marketing, 73, 1, 10.1509/jmkg.73.6.1

2008, Delight by design: the role of hedonic vs utilitarian benefits, Journal of Marketing, 72, 48, 10.1509/JMKG.72.3.048

2016, Pleasure as a substitute for size: how multisensory imagery can make people happier with smaller food portions, Journal of Marketing Research, 53, 847, 10.1509/jmr.14.0299

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2002, From prisoners to apostles: a typology of repeat buyers and loyal customers in service businesses, Journal of Services Marketing, 16, 322, 10.1108/08876040210433220

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2010, What does the brain tell us about trust and distrust? Evidence from a functional neuroimaging study, MIS Quarterly, 34, 373, 10.2307/20721433

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2005, Reassessing the foundations of customer delight, Journal of Service Research, 8, 103, 10.1177/1094670505279340

2000, Effects of a product display and environmental fragrancing on approach responses and pleasurable experiences, Psychology and Marketing, 17, 27, 10.1002/(SICI)1520-6793(200001)17:1<27::AID-MAR3>3.0.CO;2-C

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2006, Setting the tone with the tune: a meta-analytic review of the effects of background music in retail settings, Journal of Business Research, 59, 755, 10.1016/j.jbusres.2006.01.013

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2007, How to sustain the customer experience: an overview of experience components that co-create value with the customer, European Management Journal, 25, 395

2009, Using atmospheric elements in service retailing: understanding the bar environment, Journal of Services Marketing, 23, 517, 10.1108/08876040910995301

2005, An examination of the influences of store layout in online retailing, Journal of Business Research, 58, 1391, 10.1016/j.jbusres.2002.08.001

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2002, Understanding relationship marketing outcomes an integration of relational benefits and relationship quality, Journal of Service Research, 4, 230, 10.1177/1094670502004003006

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2013, Creativity, aesthetics and eco-friendliness: a physical dining environment design synthetic assessment model of innovative restaurants, Tourism Management, 36, 15, 10.1016/j.tourman.2012.11.002

2012, Sensory cues and shoppers’ touching behavior: the case of IKEA, International Journal of Retail & Distribution Management, 40, 273, 10.1108/09590551211211774

2015, Does service employees’ appearance affect the healthiness of food choice?, Psychology and Marketing, 32, 96

2009, The interplay among category characteristics, customer characteristics, and customer activities on in-store decision making, Journal of Marketing, 73, 19, 10.1509/jmkg.73.5.19

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2007, Purchase and consumption habits: not necessarily what you intend, Journal of Consumer Psychology, 17, 261, 10.1016/S1057-7408(07)70037-2

2008, Customer satisfaction, perceived risk and affective commitment: an investigation on directions of influence, Journal of Services Marketing, 22, 353, 10.1108/08876040810889120

2007, Biometrics in retailing, International Journal of Retail & Distribution Management, 35, 217, 10.1108/09590550710735077

1995, Why satisfied customers defect, Harvard Business Review, 73, 88

2007, Us vs them: political attitudes and party affiliation influence neural response to faces of presidential candidates, Neuropsychologia, 45, 55, 10.1016/j.neuropsychologia.2006.04.024

2007, The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share-of-wallet, Managing Service Quality: An International Journal, 17, 361, 10.1108/09604520710760526

2015, A five-component customer commitment model implications for repurchase intentions in goods and services industries, Journal of Service Research, 18, 433, 10.1177/1094670515578823

2003, E-scapes: the electronic physical environment and service tangibility, Psychology & Marketing, 20, 151, 10.1002/mar.10065

2001, The effects of store environment on shopping behaviors: a critical review, Advances in Consumer Research, 190

1976, The effects of choice and enhanced personal responsibility for the aged: a field experiment in an institutional setting, Journal of Personality and Social Psychology, 34, 191, 10.1037/0022-3514.34.2.191

2014, A longitudinal examination of customer commitment and loyalty, Journal of Service Management, 25, 75, 10.1108/JOSM-01-2013-0025

2005, Emotions in consumer behavior: a hierarchical approach, Journal of Business Research, 58, 1437, 10.1016/j.jbusres.2003.09.013

2008, Comparison between temporal dominance of sensations and time intensity results, Food Quality and Preference, 19, 174, 10.1016/j.foodqual.2007.06.012

2012, Multimodal sensory integration during sequential eating – linking chewing activity, aroma release, and aroma perception over time, Chemical Senses, 10.1093/chemse/bjs047

2016, Understanding customer experience throughout the customer journey, Journal of Marketing, 80, 69, 10.1509/jm.15.0420

2012, Manipulating basic taste perception to explore how product information affects experience, Journal of Consumer Psychology, 22, 55, 10.1016/j.jcps.2011.11.007

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2000, Patients’ perception of sound levels in the surgical suite, Journal of Clinical Anesthesia, 12, 298, 10.1016/S0952-8180(00)00155-0

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2003, The role of gender in reactions to service failure and recovery, Journal of Service Research, 6, 66, 10.1177/1094670503254286

2013, Servicescape cues and customer behavior: a systematic literature review and research agenda, The Service Industries Journal, 33, 171, 10.1080/02642069.2011.613934

2002, The role of emotions in service encounters, Journal of Service Research, 4, 268, 10.1177/1094670502004004004

2001, Congruency of scent and music as a driver of in-store evaluations and behavior, Journal of Retailing, 77, 273, 10.1016/S0022-4359(01)00042-2

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2003, Satisfying shoppers’ psychological needs: from public market to cyber mall, Environmental Psychological, 23, 439, 10.1016/S0272-4944(02)00102-0

2003, The influence of goal-directed and experiential activities on online flow experiences, Journal of Consumer Psychology, 13, 3

2008, Reviewing congruity effects in the service environment musicscape, International Journal of Service Industry Management, 19, 63, 10.1108/09564230810855716

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1997, Customer delight: Foundations, findings, and managerial insight, Journal of Retailing, 73, 311, 10.1016/S0022-4359(97)90021-X

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2016, Geysers or bubbling hot springs? A cross-cultural examination of customer rage from eastern and western perspectives, Journal of Service Research, 19, 243, 10.1177/1094670516649057

2003, Individual differences in haptic information processing: the ‘need for touch’ scale, Journal of Consumer Research, 30, 430, 10.1086/378619

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2009, Temporal dominance of sensations: Construction of the TDS curves and comparison with time – intensity, Food Quality and Preference, 20, 450, 10.1016/j.foodqual.2009.04.005

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2008, The role of gender and work status in shopping center patronage, Journal of Business Research, 61, 825, 10.1016/j.jbusres.2007.09.009

2004, Activating the self-importance of consumer selves: exploring identity salience effects on judgments, Journal of Consumer Research, 31, 286, 10.1086/422108

2005, The impact of servicescape on quality perception, European Journal of Marketing, 39, 785, 10.1108/03090560510601761

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2003, Understanding the effect of customer relationship management efforts on customer retention and customer share development, Journal of Marketing, 67, 30, 10.1509/jmkg.67.4.30.18685

2009, Customer experience creation: determinants, dynamics and management strategies, Journal of Retailing, 85, 31, 10.1016/j.jretai.2008.11.001

2003, Measuring the hedonic and utilitarian dimensions of consumer attitude, Journal of Marketing Research, 40, 310, 10.1509/jmkr.40.3.310.19238

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2001, Sensory evaluation of automotive fabrics: the contribution of categorization tasks and nonverbal information to set-up a descriptive method of tactile properties, Food Quality and Preference, 12, 311