The DOI matches its Crossref record.
Building Great Customer Experiences
Abstract
This book is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of customer experiences, companies and brands may ul
Overview
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Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
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Self-check
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Citations
Cited by
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
The role of brand experience and affective commitment in determining brand loyalty
Iglesias, O., Singh, J. J., & Batista-Foguet, J. M. (2011) · Journal of Brand Management · doi:10.1057/bm.2010.58 · Cited by 579
Service Quality in Multichannel Services Employing Virtual Channels
Sousa, R., & Voss, C. A. (2006) · Journal of Service Research · doi:10.1177/1094670506286324 · Cited by 441
Knowledge transfer and management in tourism organisations: An emerging research agenda
Shaw, G., & Williams, A. (2009) · Tourism Management · doi:10.1016/j.tourman.2008.02.023 · Cited by 434
Towards the ‘perfect’ customer experience
Frow, P., & Payne, A. (2007) · Journal of Brand Management · doi:10.1057/palgrave.bm.2550120 · Cited by 386
Metadata
- Authors
- Shaw, C., & Ivens, J.
- Venue
- Palgrave Macmillan UK eBooks
- Publisher
- Palgrave Macmillan UK
- Published
- 2002
- OpenAlex
- W1577960680
- Cited by
- 548
- References
- 0
- FWCI
- 3.87
- Type
- book
- 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.
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How to cite
Cite CoChat for the checks on this page, and the paper for its own findings.
- This page
- CoChat. (2026). Citation check: Building Great Customer Experiences. https://app.cochat.ai/papers/10.1057/9780230554719
- The paper
- Shaw, C., & Ivens, J. (2002). Building Great Customer Experiences. Palgrave Macmillan UK eBooks. https://doi.org/10.1057/9780230554719
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.
