Technologies,expériences,services et au-delà ! Plaidoyer pour développer la recherche sur les technologies,les expériences et les services

Agnihotri R (2021) From sales force automation to digital transformation: how social media, social CRM, and artificial intelligence technologies are influencing the sales process. In: Jaramilo F Mulki JP (éds) A Research Agenda for Sales Camberley: Edward Elgar, 21–47.

Akaka MA Schau HJ (2019) Value creation in consumption journeys: recursive reflexivity and practice continuity. Journal of the Academy of Marketing Science 47(3): 499–515.

Antéblian B Filser M Roederer C (2013) L’expérience du consommateur dans le commerce de détail. Une revue de littérature. Recherche et Applications en Marketing 28(3): 84–113.

Ahn T Ryu S Han I (2007) The impact of Web quality and playfulness on user acceptance of online retailing. Information & Management 44(3): 263–275.

Badot O Lemoine JF (2013) Du paradigme dichotomique de l’expérience d’achat au paradigme ubiquitaire. Recherche et Applications en Marketing 28(3): 3–13.

Becker L Jaakkola E (2020) Customer experience: fundamental premises and implications for research. Journal of the Academy of Marketing Science 48(4): 630–648.

Belleflamme P (2017) Les plateformes de l’économie collaborative: fonctionnement et enjeux. In: Decrop A (éd) La consommation collaborative. Louvain-la-Neuve: De Boeck, 221–242.

Benavent C (2016) Plateformes. Sites collaboratifs, marketplaces, réseaux sociaux. . . Comment ils influencent nos choix. Limoges: FYP Editions.

Ben Mimoun MS Poncin I (2015) A valued agent: how ECAs affect website customers’ satisfaction and behaviors. Journal of Retailing and Consumer Services 26: 70–82.

Ben Mimoun MS Poncin I Garnier M (2017) Animated conversational agents and e-consumer productivity: the roles of agents and individual characteristics. Information & Management 54(5): 545–559.

Bleier A Harmeling CM Palmatier RW (2019) Creating effective online customer experiences. Journal of Marketing 83(2): 98–119.

Bolton RN McColl-Kennedy JR Cheung L Gallan A Orsingher C Witell L Zaki M (2018) Customer experience challenges: bringing together digital, physical and social realms. Journal of Service Management 29(5): 776–808.

Cambier F Poncin I (2020) Inferring brand integrity from marketing communications: the effects of brand transparency signals in a consumer empowerment context. Journal of Business Research 109: 260–270.

Carù A Cova B (2003) Approche empirique de l’immersion dans l’expérience de consommation: les opérations d’appropriation. Recherche et Applications en Marketing 18(2): 47–65.

Carù A Cova B (2015) Expériences de consommation et marketing expérientiel. Revue Française de Gestion 41(253): 353–367.

Davenport T Guha A Grewal D Bressgott T (2020) How artificial intelligence will change the future of marketing. Journal of the Academy of Marketing Science 48(1): 24–42.

De Keyser A Verleye K Lemon KN Keiningham TL Klaus P (2020) Moving the customer experience field forward: introducing the touchpoints, context, qualities (TCQ) nomenclature. Journal of Service Research 23(4): 433–455.

Filser M Roederer C (2016) Marketing expérientiel: Vers un marketing de la cocréation. Paris: Vuibert.

Fisk RP Brown SW Bitner MJ (1993) Tracking the evolution of the services marketing literature. Journal of Retailing 69(1): 61–103.

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Frow P Payne A (2007) Towards the ‘perfect’customer experience. Journal of Brand Management 15(2): 89–101.

Gartner report (2022) Predicts 2022: Cybersecurity Leaders Are Losing Control in a Distributed Ecosystem https://www.gartner.Com/en/doc/757928-predicts-2022-cybersecurity-leaders-are-losing-control-in-a-distributed-ecosystem

Grewal D Kroschke M Mende M Roggeveen AL Scott ML (2020) Frontline cyborgs at your service: how human enhancement technologies affect customer experiences in retail, sales, and service settings. Journal of Interactive Marketing 51: 9–25.

Grewal D Hulland J Kopalle PK Karahanna E (2020) The future of technology and marketing: a multidisciplinary perspective. Journal of the Academy of Marketing Science 48(1): 1–8.

Gustafsson A Kristensson P (2020) Guest editorial: emerging fields in service research. Journal of Service Management 31(4): 609–614.

Holbrook MB Hirschman EC (1982) The experiential aspects of consumption: consumer fantasies, feelings, and fun. Journal of Consumer Research 9(2): 132–140.

Johnstone R McDonnell N Williamson JR (2022, April) When virtuality surpasses reality: possible futures of ubiquitous XR. In: CHI EA ’22: Extended Abstracts of the 2022 Conference on Human Factors in Computing Systems New York: ACM, 1–8.

Kozinets RV (2022) Immersive netnography: a novel method for service experience research in virtual reality, augmented reality and metaverse contexts. Journal of Service Management Disponible en ligne: https://doi.org/10.1108/JOSM-12-2021-0481

Kuehnl C Jozic D Homburg C (2019) Effective customer journey design: consumers’ conception, measurement, and consequences. Journal of the Academy of Marketing Science 47(3): 551–568.

Lambillotte L Poncin I (2022) Customers facing companies’ content personalisation attempts: paradoxical tensions, strategies and managerial insights. Journal of Marketing Management. Disponible en ligne 1–31. https://www.tandfonline.com/doi/full/10.1080/0267257X.2022.2105384

Law EL C Van Schaik P (2010) Modelling user experience–an agenda for research and practice. Interacting with Computers 22(5): 313–322.

Leclercq T Hammedi W Poncin I (2016) Dix ans de co-création de valeur: une revue intégrative. Recherche et Applications en Marketing 31(3): 29–66.

Lemon KN Verhoef PC (2016) Understanding customer experience throughout the customer journey. Journal of Marketing 80(6): 69–96.

MacInnis DJ Morwitz VG Botti S Hoffman DL Kozinets RV Lehmann DR Lynch JG Jr Pechmann C (2020) Creating boundary-breaking, marketing-relevant consumer research. Journal of Marketing 84(2): 1–23.

Mathwick C Malhotra N Rigdon E (2001) Experiential value: conceptualization, measurement and application in the catalog and Internet shopping environment. Journal of Retailing 77(1): 39–56.

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Miltgen CL Smith HJ (2019) Falsifying and withholding: exploring individuals’ contextual privacy-related decision-making. Information & Management 56(5): 696–717.

Moquet AC Beierlein L (2017) New Uberised business models and traditional economy: what are the consequences in terms of corporate societal responsibility? The case of the hotel industry in France [Nouveaux modèles économiques ubérisés et économie traditionnelle: quelles sont les conséquences en termes de responsabilité sociétale? Le cas du secteur hôtelier en France] Disponible en ligne: https://ideas.repec.org/p/hal/journl/hal-01589554.html

Norlund A (2019) The research field of reality environments in education. International Journal of Mobile and Blended Learning (IJMBL) 11(2): 68–77.

Pantano E Priporas CV (2016) The effect of mobile retailing on consumers’ purchasing experiences: a dynamic perspective. Computers in Human Behavior 61: 548–555.

Pofeldt Elaine (2016) Will robots make your work obsolete? New report looks at automation risks by city. Forbes, January 27 Disponible en ligne: http://www.forbes.com/sites/elainepofeldt/2016/01/27/will-robots-take-your-job-new-report-looks-at-automation-risks-by-city/#f14885a38b49 [Consulté le 14 septembre 2022].

Punj GN Stewart DW (1983) An interaction framework of consumer decision making. Journal of Consumer Research 10(2): 181–196.

Puntoni S Reczek RW Giesler M Botti S (2021) Consumers and Artificial Intelligence: an experiential perspective. Journal of Marketing 85(1): 131–151.

Roederer C (2012) Contribution à la conceptualisation de l’expérience de consommation: émergence des dimensions de l’expérience au travers de récits de vie. Recherche et Applications en Marketing 27(3): 81–96.

Siebert A Gopaldas A Lindridge A Simões C (2020) Customer experience journeys: loyalty loops versus involvement spirals. Journal of Marketing 84(4): 45–66.

Tan TM Makkonen H Kaur P Salo J (2022) How do ethical consumers utilize sharing economy platforms as part of their sustainable resale behavior? The role of consumers’ green consumption values. Technological Forecasting and Social Change 176: 121432.

van Doorn J Mende M Noble SM Hulland J Ostrom AL Grewal D Petersen JA (2017) Domo arigato Mr. Roboto: emergence of automated social presence in organizational frontlines and customers’ service experiences. Journal of Service Research 20(1): 43–58.

Wang Q Su M (2020) Integrating blockchain technology into the energy sector—from theory of blockchain to research and application of energy blockchain. Computer Science Review 37: 100275.

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Wilson S Schaub F Liu F Sathyendra KM Smullen D Zimmeck S Ramanath R Story P Liu F Sadeh N Smith NA (2018) Analyzing privacy policies at scale: from crowdsourcing to automated annotations. ACM Transactions on the Web 13(1) https://doi.org/10.1145/3230665

Wirtz J Patterson PG Kunz WH Gruber T Lu VN Paluch S Martins A (2018) Brave new world: service robots in the frontline. Journal of Service Management 29(5): 907–931.

Wu SR Shirkey G Celik I Shao C Chen J (2022) A review on the adoption of AI, BC, and IoT in sustainability research. Sustainability 14(13): 7851.