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Cited by 41

From customer experience to human experience: Uses of systematized and non-systematized knowledge

Roggeveen, Anne L., Rosengren, Sara·2022·Journal of Retailing and Consumer Services
DOI 10.1016/j.jretconser.2022.102967
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Crossref · 10.1016/j.jretconser.2022.102967

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3 of 3 references verified0 citation errors · 0 not checkable

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  • Personalisation and consumer-centricity are predicted to grow in importance, supporting the findings.

    “Personalisation and consumer-centricity are predicted to grow in importance (Roggeveen and Rosengren, 2022), supporting our findings”

    From Retail futures: Customer experience, phygital retailing, and the Experiential Retail Territories perspective (2025) · cites this paper as Roggeveen and Rosengren, 2022

    Section 4.2 (Personalization; page unavailable) presents tailoring experiences to customers’ needs as valuable, and the Introduction suggests a possible shift toward more human-centered experiences. The paper does not explicitly predict that both personalization and consumer-centricity will grow in importance; it also cautions that the appropriate level of personalization depends on the customer and situation. (LLM, conf=0.82)

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Research works printed but not linked: 10

  1. Abbott, L., 1955. Quality and Competition. Columbia University Press, New York.
  2. Becker, L., Jaakkola, E., 2020. Customer experience: fundamental premises and implications for research. J. Acad. Market. Sci. 48 (4), 630-648.
  3. Dyer, J., Gregersen, H., Christensen, C.M., 2011. The Innovator's DNA: Mastering the Five Skills of Disruptive Innovators. Harvard Business Review Press, Boston, MA.
  4. Homburg, C., Jozić, D., Kuehnl, C., 2017. Customer experience management: toward implementing an evolving marketing concept. J. Acad. Market. Sci. 45 (3), 377-401.
  5. Huang, M.-H., Rust, R.T., 2021a. A framework for collaborative artificial intelligence in marketing. J. Retailing. https://doi.org/10.1016/j.jretai.2021.03.001. · DOI
  6. Keller, K.L., 2016. Reflections on customer-based brand equity: perspectives, progress, and priorities. AMS Review 6 (1), 1-16.
  7. McDuff, D., Czerwinski, M., 2018. Designing emotionally sentient agents. Commun. ACM 61, 74-83.
  8. Schmitt, B.H., 1999. Experiential Marketing. The Free Press, New York.
  9. Schuller, B.W., 2018. Speech emotion recognition: two decades in a nutshell, benchmarks, and ongoing trends. Commun. ACM 61, 90-99.
  10. Zeithaml, V.A., Bitner, M.J., Gremler, D.D., 2013. In: Services Marketing: Integrating Customer Focus across the Firm, sixth ed. McGraw-Hill, New York, NY.

Cited by

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Authors
Roggeveen, A. L., & Rosengren, S.
ORCID
Rosengren, Sara
Venue
Journal of Retailing and Consumer Services
Publisher
Elsevier BV
Published
2022-07
Volume
67
Pages
102967
ISSN
0969-6989
DOI
10.1016/j.jretconser.2022.102967
Cited by
41
References
3
Language
en
Licence

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