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Research article

First published 2020-11

Moving the Customer Experience Field Forward: Introducing the Touchpoints,Context,Qualities (TCQ) Nomenclature

Arne De Keyser, Katrien Verleye, Katherine N. Lemon [...]

Journal of Service Research

Open access

Research article

First published 2019-1

A method of intelligent product design cue construction based on customer touchpoint correlation analysis and positive creativity theory

Weiwei Wang, Ting Wei, Yunyan Zhang [...]

Advances in Mechanical Engineering

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Research article

First published 2022-9

Comparative Analysis of Attributions From Customer Experiences and Journeys

David A. Gilliam, Teresa Preston, Casey C. Rockwell [...]

International Journal of Market Research

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Research article

First published 2023-11-1

Apple Card: Transforming the customer experience of using a credit card

Farah Arkadan

Journal of Information Technology Teaching Cases

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Research article

First published 2019-2

Gaining Customer Experience Insights That Matter

Janet R. McColl-Kennedy, Mohamed Zaki, Katherine N. Lemon [...]

Journal of Service Research

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Research article

First published 2023-9

Exploring young voter engagement and journey mapping across political events

Mojtaba Poorrezaei, Christopher Pich, Guja Armannsdottir [...]

International Journal of Market Research

Open access

Research article

First published 2020-7

Path to Purpose? How Online Customer Journeys Differ for Hedonic Versus Utilitarian Purchases

Jingjing Li, Ahmed Abbasi, Amar Cheema [...]

Journal of Marketing

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Review article

First published 2018-12

Conference Review: National Marketing Conference 2018 on Managing Customer’s Experience across Contemporary and Diverse Touchpoints

Harsh Suman, Arpan Anand

FIIB Business Review

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Research article

First published 2026

When Sport Consumers Meet Service Touchpoints: A Bayesian Cross-context Investigation on Customer Satisfaction Through the Lens of Sport Experience Design

Yang Xu, James Du, Kyle M. Townsend [...]

Sport Marketing Quarterly

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Research article

First published 2017-11

Customer Value Management

Philip Kotler

Journal of Creating Value

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