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Research article

First published 2026

Customization and the Customer Journey

Suh Yeon Kim, Rebecca W. Hamilton, TI Tongil Kim [...]

Journal of Marketing

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Research article

First published 2024-9-13

The Customer Loyalty vs. Customer Retention: The Impact of Customer Relationship Management on Customer Satisfaction

Ram Kumar Dwivedi, Shailee Lohmor Choudhary, Rinku Sharma Dixit [...]

Web Intelligence

Open access

Research article

First published 2021-7

Linking CSR and Customer Engagement: The Role of Customer-Brand Identification and Customer Satisfaction

James Agyei, Shaorong Sun, Emmanuel Kofi Penney [...]

Sage Open

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Research article

First published 2017-11

Service Climate as a Moderator of the Effects of Customer-to-Customer Interactions on Customer Support and Service Quality

Jin Ho Jung, Jaewon Jay Yoo, Todd J. Arnold

Journal of Service Research

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Research article

First published 2025-8

Do Repeat Customers Effectively Attract New Customers? Reconsidering Customer Influence Value of Repeat Customers

Seunghun Shin, Hyejo Hailey Shin, Eunji Lee [...]

Journal of Hospitality & Tourism Research

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Research article

First published 2010-8

Customer Engagement as a New Perspective in Customer Management

Peter C. Verhoef, Werner J. Reinartz, Manfred Krafft

Journal of Service Research

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Research article

First published 2016-11

Understanding Customer Experience Throughout the Customer Journey

Katherine N. Lemon, Peter C. Verhoef

Journal of Marketing

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Research article

First published 2020-05-20

The effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty

Andriani Kusumawati, Kharisma Sri Rahayu

Human Systems Management

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Research article

First published 2024-11

Drivers of Customer Retention: An Introspection Into Indian Retail Customers

Jogi Mathew

Vision: The Journal of Business Perspective

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Research article

First published 2013-2

The Impact of Other Customers on Customer Experiences

Li Miao, Anna S. Mattila

Journal of Hospitality & Tourism Research

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