Student or educator? Sign up with your school email and get 6 months of Pro free.
CoChat
Sign Up
Cited by 1,034

The DOI matches its Crossref record; 12 of the 12 references it cites were found in a registry or an index.

Customer experience management: toward implementing an evolving marketing concept

Homburg, Christian, Jozić, Danijel, Kuehnl, Christina·2017·Journal of the Academy of Marketing Science
DOI 10.1007/s11747-015-0460-7
Open this paper in CoChat — free account

Overview

The claims and statistics of this paper haven’t been checked yet.

Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.

A few free checks a day · papers already verified open instantly · results are public

Integrity signals

Registry

Crossref · 10.1007/s11747-015-0460-7

Cites

12 of 12 references verified0 citation errors · 0 not checkable

Statistics

Verification

Claims the paper makes

The claims and statistics of this paper haven’t been checked yet.

Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.

A few free checks a day · papers already verified open instantly · results are public

Self-check

Percentages, sums and reported differences re-computed from the paper’s own numbers.

The self-check needs the paper’s full text.

Citations

Cites

Show all 12 references

Research works printed but not linked: 91

  1. Achrol, R. S., & Kotler, P. (2012). Frontiers of the marketing paradigm in the third millennium. Journal of the Academy of Marketing Science, 40(1), 35–52. · DOI · Paper page
  2. Arnould, E. J., & Price, L. L. (1993). River magic: extraordinary experience and the extended service encounter. Journal of Consumer Research, 20(1), 24–45. · DOI · Paper page
  3. Banerjee, M. (2014). Misalignment and its influence on integration quality in multichannel services. Journal of Service Research, 17(4), 460–474. · DOI
  4. Bendoly, E., Blocher, J. D., Bretthauer, K. M., Krishnan, S., & Venkataramanan, M. A. (2005). Online/in-store integration and customer retention. Journal of Service Research, 7(4), 313–327. · DOI · Paper page
  5. Berry, L., Carbone, L. P., & Haeckel, S. H. (2002). Managing the total customer experience. MIT Sloan Management Review, 43(3), 85–92.
  6. Blocker, C. P., Flint, D. J., Myers, M. B., & Slater, S. F. (2011). Proactive customer orientation and its role for creating customer value in global markets. Journal of the Academy of Marketing Science, 39(2), 216–233. · DOI · Paper page
  7. Boulding, W., Staelin, R., Ehret, M., & Johnston, W. J. (2005). A customer relationship management roadmap: what is known, potential pitfalls, and where to go. Journal of Marketing, 69(4), 155–166. · DOI · Paper page
  8. Bradford, T. W. (2015). Beyond fungible: transforming money into moral and social resources. Journal of Marketing, 79(2), 79–97. · DOI
  9. Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009). Brand experience: What is it? How is it measured? Does it affect loyalty? Journal of Marketing, 73(3), 52–68. · DOI · Paper page
  10. Brown, S. L., & Eisenhardt, K. M. (1997). The art of continuous change: linking complexity theory and time-paced evolution in relentlessly shifting organizations. Administrative Science Quarterly, 42(1), 1–34. · DOI · Paper page
  11. Cambra-Fierro, J., Florin, J., Perez, L., & Whitelock, J. (2011). Inter-firm market orientation as antecedent of knowledge transfer, innovation and value creation in networks. Management Decision, 49(3), 444–467. · DOI
  12. Challagalla, G., Murtha, B. R., & Jaworski, B. (2014). Marketing doctrine: a principles-based approach to guiding marketing decision making. Journal of Marketing, 78(4), 4–20. · DOI
  13. Closs, D. J., Speier, C., & Meacham, N. (2011). Sustainability to support end-to-end value chains: the role of supply chain management. Journal of the Academy of Marketing Science, 39(1), 101–116. · DOI · Paper page
  14. Day, G. S. (1994). The capabilities of market-driven organizations. Journal of Marketing, 58(4), 37–52. · DOI
  15. Duncan, T., & Moriarty, S. (2006). How integrated marketing communication’s “touchpoints” can operationalize the service-dominant logic. In R. F. Lusch & S. L. Vargo (Eds.), The service-dominant logic of marketing: Dialog, debate, and directions (pp. 236–249). Armonk: M.E. Sharpe.
  16. Edmondson, A. C., & McManus, S. E. (2007). Methodological fit in management field research. Academy of Management Review, 32(4), 1246–1264. · DOI · Paper page
  17. Edvardsson, B., Enquist, B., & Johnston, R. (2005). Cocreating customer value through hyperreality in the prepurchase service experience. Journal of Service Research, 8(2), 149–161. · DOI · Paper page
  18. Eisenhardt, K. M. (1989). Making fast strategic decisions in high-velocity environments. Academy of Management Journal, 32(3), 543–576. · DOI · Paper page
  19. Eisenhardt, K. M., & Martin, J. A. (2000). Dynamic capabilities: what are they. Strategic Management Journal, 21(1), 1105–1121. · doi:10.1002/1097-0266(200010/11)21:10/11<1105::aid-smj133>3.0.co;2-e
  20. Ferguson, R. J., Paulin, M., & Bergeron, J. (2005). Contractual governance, relational governance, and the performance of interfirm service exchanges: the influence of boundary-spanner closeness. Journal of the Academy of Marketing Science, 33(2), 217–234. · DOI · Paper page
  21. Gentile, C., Spiller, N., & Noci, G. (2007). How to sustain the customer experience: an overview of experience components that co-create value with the customer. European Management Journal, 25(5), 395–410. · DOI · Paper page
  22. Ghoshal, T., Yorkston, E., Nunes, J. C., & Boatwright, P. (2014). Multiple reference points in sequential hedonic evaluation: an empirical analysis. Journal of Marketing Research, 51(5), 563–577. · DOI
  23. Glaser, B., & Strauss, A. (1967). The discovery of grounded theory. London: Weidenfield & Nicolson.
  24. Golder, P. N., Mitra, D., & Moorman, C. (2012). What is quality? An integrative framework of processes and states. Journal of Marketing, 76(4), 1–23. · DOI · Paper page
  25. Grewal, D., Levy, M., & Kumar, V. (2009). Customer experience management in retailing: an organizing framework. Journal of Retailing, 85(1), 1–14. · DOI · Paper page
  26. Gundlach, G. T., & Murphy, P. E. (1993). Ethical and legal foundations of relational marketing exchanges. Journal of Marketing, 57(4), 35–46. · DOI
  27. Hoch, S. J. (2002). Product experience is seductive. Journal of Consumer Research, 29(3), 448–454. · DOI · Paper page
  28. Holbrook, M. B., & Hirschman, E. C. (1982). The experiential aspects of consumption: consumer fantasies, feelings, and fun. Journal of Consumer Research, 9(2), 132–140. · DOI · Paper page
  29. Hollmann, T., Jarvis, C. B., & Bitner, M. J. (2015). Reaching the breaking point: a dynamic process theory of business-to-business customer defection. Journal of the Academy of Marketing Science, 43(2), 257–278. · DOI
  30. Homburg, C., & Pflesser, C. (2000). A multiple-layer model of market-oriented organizational culture: measurement issues and performance outcomes. Journal of Marketing Research, 37(4), 449–462. · DOI · Paper page
  31. Homburg, C., Artz, M., & Wieseke, J. (2012). Marketing performance measurement systems: does comprehensiveness really improve performance? Journal of Marketing, 76(3), 56–77. · DOI · Paper page
  32. Homburg, C., Wilczek, H., & Hahn, A. (2014). Looking beyond the horizon: how to approach the customers’ customers in business-to-business markets. Journal of Marketing, 78(5), 58–77. · DOI
  33. Hui, M. K., & Bateson, J. E. (1991). Perceived control and the effects of crowding and consumer choice on the service experience. Journal of Consumer Research, 18(2), 174–184. · DOI · Paper page
  34. Hui, S. K., Huang, Y., Suher, J., & Inman, J. J. (2013). Deconstructing the “first moment of truth”: understanding unplanned consideration and purchase conversion using in-store video tracking. Journal of Marketing Research, 50(4), 445–462. · DOI
  35. Hult, G. T. M. (2011). Toward a theory of the boundary-spanning marketing organization and insights from 31 organization theories. Journal of the Academy of Marketing Science, 39(4), 509–536. · DOI · Paper page
  36. Hunt, S. D., & Morgan, R. M. (1995). The comparative advantage theory of competition. Journal of Marketing, 59(2), 1–15. · DOI
  37. Jaruzelski, B., Loehr, J., & Holman, R. (2011). The global innovation 1000: why culture is key. Strategy and Business, 65(4), 30–45.
  38. Jaworski, B. J., & Kohli, A. K. (1993). Market orientation: antecedents and consequences. Journal of Marketing, 57(3), 53–70. · doi:10.2307/1251854 · Paper page
  39. Jayachandran, S., Sharma, S., Kaufman, P., & Raman, P. (2005). The role of relational information processes and technology use in customer relationship management. Journal of Marketing, 69(4), 177–192. · DOI · Paper page
  40. Johnson, J. S., & Sohi, R. S. (2015). Understanding and resolving major contractual breaches in buyer–seller relationships: a grounded theory approach. Journal of the Academy of Marketing Science. doi: 10.1007/s11747-015-0427-8 . · DOI
  41. Karpen, I. O., Bove, L. L., & Lukas, B. A. (2012). Linking service-dominant logic and strategic business practice: a conceptual model of a service-dominant orientation. Journal of Service Research, 15(1), 21–38. · DOI · Paper page
  42. Keiningham, T. L., Cooil, B., Andreassen, T. W., & Aksoy, L. (2007). A longitudinal examination of net promoter and firm revenue growth. Journal of Marketing, 71(3), 39–51. · doi:10.1509/jmkg.71.3.39 · Paper page
  43. Kitchen, P. J., & Burgmann, I. (2004). Integrated marketing communication. New York: John Wiley & Sons.
  44. Kozlenkova, I. V., Samaha, S. A., & Palmatier, R. W. (2014). Resource-based theory in marketing. Journal of the Academy of Marketing Science, 42(1), 1–21. · DOI · Paper page
  45. Leiblein, M. J. (2011). What do resource-and capability-based theories propose? Journal of Management, 37(4), 909–932. · DOI · Paper page
  46. Lemke, F., Clark, M., & Wilson, H. (2011). Customer experience quality: an exploration in business and consumer contexts using repertory grid technique. Journal of the Academy of Marketing Science, 39(6), 846–869. · DOI · Paper page
  47. Lincoln, Y. S., & Guba, E. (1985). Naturalistic Inquiry. Beverly Hills: Sage.
  48. Lusch, R. F., & Webster, F. E., Jr. (2011). A stakeholder-unifying, cocreation philosophy for marketing. Journal of Macromarketing, 31(2), 129–134. · DOI · Paper page
  49. Lusch, R. F., Vargo, S. L., & Tanniru, M. (2010). Service, value networks and learning. Journal of the Academy of Marketing Science, 38(1), 19–31. · DOI · Paper page
  50. Madhavaram, S., & Hunt, S. D. (2008). The service-dominant logic and a hierarchy of operant resources: developing masterful operant resources and implications for marketing strategy. Journal of the Academy of Marketing Science, 36(1), 67–82. · DOI · Paper page
  51. Makadok, R. (2001). Toward a synthesis of the resource-based and dynamic-capability views of rent creation. Strategic Management Journal, 22(5), 387–401. · DOI · Paper page
  52. Malshe, A., & Sohi, R. S. (2009). What makes strategy making across the sales-marketing interface more successful? Journal of the Academy of Marketing Science, 37(4), 400–421. · DOI
  53. McCracken, G. (1988). The long interview (Qualitative Research Methods Series 13). Newbury Park: Sage Publications. · DOI · Paper page
  54. Menguc, B., & Auh, S. (2006). Creating a firm-level dynamic capability through capitalizing on market orientation and innovativeness. Journal of the Academy of Marketing Science, 34(1), 63–73. · DOI · Paper page
  55. Meyer, C., & Schwager, M. (2007). Understanding customer experience. Harvard Business Review, 85(2), 116–128.
  56. Morgan, N. A., Anderson, E. W., & Mittal, V. (2005). Understanding firms’ customer satisfaction information usage. Journal of Marketing, 69(3), 131–151. · DOI · Paper page
  57. Nag, R., & Gioia, D. A. (2012). From common to uncommon knowledge: foundations of firm-specific use of knowledge as a resource. Academy of Management Journal, 55(2), 421–457. · DOI · Paper page
  58. Narver, J. C., & Slater, S. F. (1990). The effect of a market orientation on business profitability. Journal of Marketing, 54(4), 20–35. · doi:10.2307/1251757 · Paper page
  59. Narver, J. C., Slater, S. F., & MacLachlan, D. L. (2004). Responsive and proactive market orientation and new-product success. Journal of Product Innovation Management, 21(5), 334–347. · DOI · Paper page
  60. Novak, T. P., Hoffman, D. L., & Yung, Y. F. (2000). Measuring the customer experience in online environments: a structural modeling approach. Marketing Science, 19(1), 22–42. · DOI · Paper page
  61. Oliver, R. L. (1993). Cognitive, affective, and attribute bases of the satisfaction response. Journal of Consumer Research, 20(3), 418–430. · DOI · Paper page
  62. O’Sullivan, D., & Abela, A. V. (2007). Marketing performance measurement ability and firm performance. Journal of Marketing, 71(2), 79–93. · doi:10.1509/jmkg.71.2.79 · Paper page
  63. Patrício, L., Fisk, R. P., & Constantine, L. (2011). Multilevel service design: from customer value constellation to service experience blueprinting. Journal of Service Research, 10(4), 318–334. · DOI · Paper page
  64. Payne, A., & Frow, P. (2005). A strategic framework for customer relationship management. Journal of Marketing, 69(4), 167–176. · DOI · Paper page
  65. Pfeffer, J., & Salancik, G. R. (1978). The external control of organizations: A resource dependence perspective. New York: Harper & Row.
  66. Pine, B. J., & Gilmore, J. H. (1998). Welcome to the experience economy. Harvard Business Review, 76(4), 97–105.
  67. Puccinelli, N. M., Goodstein, R. C., Grewal, D., Price, R., Raghubir, P., & Stewart, D. (2009). Customer experience management in retailing: understanding the buying process. Journal of Retailing, 85(1), 15–30. · DOI · Paper page
  68. Raisch, S., & Birkinshaw, J. (2008). Organizational ambidexterity: antecedents, outcomes, and moderators. Journal of Management, 34(3), 375–409. · DOI · Paper page
  69. Raisch, S., Birkinshaw, J., Probst, G., & Tushman, M. L. (2009). Organizational ambidexterity: balancing exploitation and exploration for sustained performance. Organization Science, 20(4), 685–695. · DOI · Paper page
  70. Ramani, G., & Kumar, V. (2008). Interaction orientation and firm performance. Journal of Marketing, 72(1), 27–45. · doi:10.1509/jmkg.72.1.27 · Paper page
  71. Reinartz, W., Krafft, M., & Hoyer, W. D. (2004). The customer relationship management process: its measurement and impact on performance. Journal of Marketing Research, 41(3), 293–305. · DOI · Paper page
  72. Rust, R. T., & Cooil, B. (1994). Reliability measures for qualitative data: theory and implications. Journal of Marketing Research, 31(1), 1–14. · doi:10.2307/3151942
  73. Schmitt, B. H. (2003). Customer experience management: A revolutionary approach to connecting with your customers. Hoboken: Wiley.
  74. Schouten, J. W., McAlexander, J. H., & Koenig, H. F. (2007). Transcendent customer experience and brand community. Journal of the Academy of Marketing Science, 35(3), 357–368. · DOI · Paper page
  75. Silverman, D., & Marvasti, A. (2008). Doing qualitative research: A comprehensive guide. Thousand Oaks: Sage.
  76. Simões, C., Dibb, S., & Fisk, R. P. (2005). Managing corporate identity: an internal perspective. Journal of the Academy of Marketing Science, 33(2), 153–168. · DOI · Paper page
  77. Skålén, P., Gummerus, J., von Koskull, C., & Magnusson, P. R. (2015). Exploring value propositions and service innovation: a service-dominant logic study. Journal of the Academy of Marketing Science, 43(2), 1–22. · DOI · Paper page
  78. Smith, S., & Wheeler, J. (2002). Managing the customer experience: Turning customers into advocates. Upper Saddle River: Financial Times/Prentice Hall.
  79. Sousa, R., & Voss, C. A. (2006). Service quality in multichannel services employing virtual channels. Journal of Service Research, 8(4), 356–371. · DOI · Paper page
  80. Strauss, A. L., & Corbin, J. M. (1998). Basics of qualitative research: Techniques and procedures for developing grounded theory. Newbury Park: Sage Publications.
  81. Tuli, K. R., Kohli, A. K., & Bharadwaj, S. G. (2007). Rethinking customer solutions: from product bundles to relational processes. Journal of Marketing, 71(3), 1–17. · doi:10.1509/jmkg.71.3.1 · Paper page
  82. Ulaga, W., & Reinartz, W. J. (2011). Hybrid offerings: how manufacturing firms combine goods and services successfully. Journal of Marketing, 75(6), 5–23. · DOI · Paper page
  83. Urban, G. L., & Hauser, J. R. (2004). “Listening in” to find and explore new combinations of customer needs. Journal of Marketing, 68(2), 72–87. · DOI · Paper page
  84. Van Bruggen, G. H., Antia, K. D., Jap, S. D., Reinartz, W. J., & Pallas, F. (2010). Managing marketing channel multiplicity. Journal of Service Research, 13(3), 331–340. · DOI
  85. Vorhies, D. W., & Morgan, N. A. (2005). Benchmarking marketing capabilities for sustainable competitive advantage. Journal of Marketing, 69(1), 80–94. · DOI · Paper page
  86. Wallendorf, M., & Belk, R. W. (1989). Assessing Trustworthiness in Naturalistic Consumer Research. In E. C. Hirschman (Ed.), Interpretive Consumer Research (pp. 179–185). Provo: Association for Consumer Research.
  87. Wang, C. L., & Ahmed, P. K. (2007). Dynamic capabilities: a review and research agenda. International Journal of Management Reviews, 9(1), 31–51. · DOI · Paper page
  88. Webster, F. E., Jr., & Lusch, R. F. (2013). Elevating marketing: marketing is dead! Long live marketing! Journal of the Academy of Marketing Science, 41(4), 389–399. · DOI · Paper page
  89. Weerawardena, J., Mort, G., Knight, G., & Lynch, P. (2015). The role of the market sub-system and the socio-technical sub-system in innovation and early internationalization: a dynamic capabilities approach. Journal of the Academy of Marketing Science, 43(2), 221–239. · DOI · Paper page
  90. Wiggins, R. R., & Ruefli, T. W. (2005). Schumpeter’s ghost: is hypercompetition making the best of times shorter? Strategic Management Journal, 26(10), 887–911. · DOI · Paper page
  91. Winsted, K. F. (1997). The service experience in two cultures: a behavioral perspective. Journal of Retailing, 73(3), 337–360. · DOI · Paper page

Cited by

See all 1,034

Metadata

Authors
Homburg, C., Jozić, D., & Kuehnl, C.
Venue
Journal of the Academy of Marketing Science
Publisher
Springer Science and Business Media LLC
Published
2015-08-19
Volume
45
Issue
3
Pages
377-401
ISSN
  • 0092-0703 (ISSN-L)
  • 1552-7824
DOI
10.1007/s11747-015-0460-7
OpenAlex
W1654255044
Cited by
1,034
References
12
FWCI
80.69
Type
journal article
Language
en
Open access
closed
Licence
www.springer.com/tdm (tdm)

About these checks

Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.

Statistics and arithmetic are recomputed, not judged.

Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.

What counts as a claim ›How we measure confidence ›How we check this ›

Are you an author, or do you see a problem with this page? Request a review

How to cite

Cite CoChat for the checks on this page, and the paper for its own findings.

This page
CoChat. (2026). Citation check: Customer experience management: toward implementing an evolving marketing concept. https://app.cochat.ai/papers/10.1007/s11747-015-0460-7
The paper
Homburg, C., Jozić, D., & Kuehnl, C. (2017). Customer experience management: toward implementing an evolving marketing concept. Journal of the Academy of Marketing Science. https://doi.org/10.1007/s11747-015-0460-7

Data sources

Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.