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CMHT 5600 Managing Customer Experiences

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Ariely, D. (2000).  Controlling the information flow: Effects on consumers’ decision making and preferences. Journal of Consumer Research, 27(2), 233-248. doi:10.1086/314322

Aurier, P., & Guintcheva, G. (2014). Using Affect–Expectations theory to explain the direction of the impacts of experiential emotions on satisfaction. Psychology & Marketing, 31(10), 900-913. doi:10.1002/mar.20742

Buerke, A., Straatmann, T., Lin-Hi, N., & Müller, K. (2017). Consumer awareness and sustainability-focused value orientation as motivating factors of responsible consumer behavior. Review of Managerial Science, 11(4), 959-991. doi:10.1007/s11846-016-0211-2

Constantinides, E. (2008). The empowered customer and the digital myopia. Business Strategy Series, 9(5), 215-223. doi:10.1108/17515630810906710

Crittenden, A. B., Crittenden, V. L., & Crittenden, W. F. (2017). Industry transformation via channel disruption. Journal of Marketing Channels, 24(1-2), 13-26. doi:10.1080/1046669X.2017.1346974

Dwivedi, R. (2016). Paradigm shift towards mobile marketing:A study on consumer's perspective. Parikalpana: KIIT Journal of Management, 12(2), 75-94. doi:10.23862/kiit-parikalpana/2016/v12/i2/132975

Figueiredo, B., & Scaraboto, D. (2016). The systemic creation of value through circulation in collaborative consumer networks. Journal of Consumer Research, 43(4), 509-533. doi:10.1093/jcr/ucw038

Foroudi, P., Gupta, S., Sivarajah, U., & Broderick, A. (2018). Investigating the effects of smart technology on customer dynamics and customer experience. Computers in Human Behavior, 80, 271-282. doi:10.1016/j.chb.2017.11.014

Grossman, L. A. (2014). FDA and the rise of the empowered consumer. Administrative Law Review, 66(3), 627-677.

Hamilton, R., et al. (2019). The effects of scarcity on consumer decision journeys. Journal of the Academy of Marketing Science47(3), 532–550.

Helm, A. E., Moulard, J. G., & Richins, M. (2015). Consumer cynicism: Developing a scale to measure underlying attitudes influencing marketplace shaping and withdrawal behaviours. International Journal of Consumer Studies, 39(5), 515-524. doi:10.1111/ijcs.12191

Iankova, S., Davies, I., Archer-Brown, C., Marder, B., & Yau, A. (2019). A comparison of social media marketing between B2B, B2C and mixed business models. Industrial Marketing Management, 81. doi:10.1016/j.indmarman.2018.01.001

Kadic-Maglajlic, S., Micevski, M., Arslanagic-Kalajdzic, M., & Lee, N. (2017). Customer and selling orientations of retail salespeople and the sales manager's ability-to-perceive-emotions: A multi-level approach. Journal of Business Research, 80, 53-62. doi:10.1016/j.jbusres.2017.06.023

Kotni, V. V. Devi Prasad. (2017). Paradigm shift from attracting footfalls for retail store to getting hits for E-stores: An evaluation of decision-making attributes in E-tailing. Global Business Review, 18(5), 1215-1237. doi:10.1177/0972150917710133

Kranzbühler, A., Kleijnen, M. H. P., & Verlegh, P. W. J. (2018). Outsourcing the pain, keeping the pleasure: Effects of outsourced touchpoints in the customer journey. Journal of the Academy of Marketing Science, , 1-20. doi:10.1007/s11747-018-0594-5

Krishnamurthy, A., & Kumar, S. R. (2015). Exploring the formation of consumer expectations. Journal of Customer Behaviour, 14(1), 7-31. doi:10.1362/147539215X14267608004005

Lee, J., & Cho, M. (2018). New insights into socially responsible consumers: The role of personal values. International Journal of Consumer Studies, 43(2). doi:10.1111/ijcs.12491

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

Lim, C., & Kim, K. (2018). Experience design board: A tool for visualizing and designing experience-centric service delivery processes. Journal of Retailing and Consumer Services, 45, 142-151. doi:10.1016/j.jretconser.2018.07.021

Liu, C., Hsieh, A., Lo, S., & Hwang, Y. (2017). What consumers see when time is running out: Consumers’ browsing behaviors on online shopping websites when under time pressure. Computers in Human Behavior, 70, 391-397. doi:10.1016/j.chb.2016.12.065

O'Brien, C. (2011). The emergence of the social media empowered consumer. Irish Marketing Review, 21(1/2), 32.

Poncin, I., Garnier, M., Ben Mimoun, M. S., & LSycamore Libraryercq, T. (2017). Smart technologies and shopping experience: Are gamification interfaces effective? The case of the smartstore. Technological Forecasting & Social Change, 124, 320-331. doi:10.1016/j.techfore.2017.01.025

Priporas, C., Stylos, N., & Fotiadis, A. K. (2017). Generation Z consumers' expectations of interactions in smart retailing: A future agenda. Computers in Human Behavior, 77, 374-381. doi:10.1016/j.chb.2017.01.058

Schmitt, B., Brakus, J., & Zarantonello, L. (2015). From experiential psychology to consumer experience. Journal of Consumer Psychology, 25(1), 166-171. doi:10.2307/26618055

Seo, Y., & Gao, H. (2015). Towards a value-based perspective of consumer multicultural orientation. European Management Journal, 33(1), 30-36. doi:10.1016/j.emj.2014.06.001

Shaw, D., Newholm, T., & Dickinson, R. (2006). Consumption as voting: An exploration of consumer empowerment. European Journal of Marketing, 40(9/10), 1049-1067. doi:10.1108/03090560610681005

Trudeau H, S., & Shobeiri, S. (2016). The relative impacts of experiential and transformational benefits on consumer-brand relationship. Journal of Product & Brand Management, 25(6), 586-599. doi:10.1108/JPBM-07-2015-0925

Venkatesh, V., & Agarwal, R. (2006). Turning visitors into customers: A usability-centric perspective on purchase behavior in electronic channels. Management Science, 52(3), 367-382. doi:10.1287/mnsc.1050.0442

Wagner, G., Schramm-Klein, H., & Steinmann, S. (2020). Online retailing across e-channels and e-channel touchpoints: Empirical studies of consumer behavior in the multichannel e-commerce environment. Journal of Business Research 107. doi://

Wei, W., Torres, E. N., & Hua, N. (2017). The power of self-service technologies in creating transcendent service experiences the paradox of extrinsic attributes. International Journal of Contemporary Hospitality Management, 29(6), 1599-1618. doi:10.1108/IJCHM-01-2016-0029

Yi, Y., & La, S. (2004). What influences the relationship between customer satisfactions and repurchase intention? investigating the effects of adjusted expectations and customer loyalty. Psychology and Marketing, 21(5), 351-373. doi:10.1002/mar.20009

Yi, Z., Wang, Y., Liu, Y., & Chen, Y. (2018). The impact of consumer fairness seeking on distribution channel selection: Direct selling vs. agent selling. Production and Operations Management, 27(6), 1148-1167. doi:10.1111/poms.12861


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