The DOI matches its Crossref record; 3 of the 3 references it cites were found in a registry or an index.
How to Sustain the Customer Experience:
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.
Integrity signals
Registry
Cites
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.
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
PINKER, S. (1999) · Annals of the New York Academy of Sciences · doi:10.1111/j.1749-6632.1999.tb08538.x · Cited by 3,738
Revisiting Consumption Experience: A More Humble but Complete View of the Concept
Carù, A., & Cova, B. (2003) · Marketing Theory · doi:10.1177/14705931030032004 · Cited by 851
Paulson, P. E., Minoshima, S., Morrow, T. J., & Casey, K. L. (1998) · Pain · doi:10.1016/s0304-3959(98)00048-7 · Cited by 325
Cited by
Understanding customer experience throughout the customer journey
Lemon, K. N., & Verhoef, P. C. (2016) · Journal of Marketing · doi:10.1509/jm.15.0420 · Cited by 5,765
Customer experience creation: Determinants, dynamics and management strategies
Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., & Schlesinger, L. A. (2009) · Journal of Retailing · doi:10.1016/j.jretai.2008.11.001 · Cited by 3,140
Online customer experience in e-retailing: An empirical model of antecedents and outcomes
Rose, S., Clark, M., Samouel, P., & Hair, N. (2012) · Journal of Retailing · doi:10.1016/j.jretai.2012.03.001 · Cited by 1,131
Transforming the Customer Experience through New Technologies
Hoyer, W. D., Kroschke, M., Schmitt, B., Kraume, K., & Shankar, V. (2020) · Journal of Interactive Marketing · doi:10.1016/j.intmar.2020.04.001 · Cited by 1,049
Customer experience challenges: Bringing together digital, physical and social realms
Bolton, R. N., McColl-Kennedy, J. R., Cheung, L., Gallan, A., Orsingher, C., Witell, L., & Zaki, M. (2018) · Journal of Service Management · doi:10.1108/josm-04-2018-0113 · Cited by 849
Metadata
- Authors
- Gentile, C., Spiller, N., & Noci, G.
- Venue
- European Management Journal
- Publisher
- Elsevier BV
- Published
- 2007-10
- Volume
- 25
- Issue
- 5
- Pages
- 395-410
- ISSN
- 0263-2373 (ISSN-L)
- OpenAlex
- W1546777109
- Cited by
- 1,779
- References
- 3
- FWCI
- 26.27
- Type
- journal article
- Language
- en
- Open access
- closed
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: How to Sustain the Customer Experience:. https://app.cochat.ai/papers/10.1016/j.emj.2007.08.005
- The paper
- Gentile, C., Spiller, N., & Noci, G. (2007). How to Sustain the Customer Experience:. European Management Journal. https://doi.org/10.1016/j.emj.2007.08.005
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.
