The DOI matches its Crossref record; 27 of the 27 references it cites were found in a registry or an index.
Towards the ‘perfect’ customer experience
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Citations
Cites
(1994) · Journal of the American Dietetic Association · doi:10.1016/0002-8223(94)92216-0 · Cited by 45,910
Evolving to a New Dominant Logic for Marketing
Vargo, S. L., & Lusch, R. F. (2004) · Journal of Marketing · doi:10.1509/jmkg.68.1.1.24036 · Cited by 14,779
The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun
Holbrook, M. B., & Hirschman, E. C. (1982) · Journal of Consumer Research · doi:10.1086/208906 · Cited by 8,275
Hedonic Consumption: Emerging Concepts, Methods and Propositions
Hirschman, E. C., & Holbrook, M. B. (1982) · Journal of Marketing · doi:10.1177/002224298204600314 · Cited by 5,616
Consumer Culture Theory (CCT): Twenty Years of Research
Arnould, E. J., & Thompson, C. J. (2005) · Journal of Consumer Research · doi:10.1086/426626 · Cited by 3,677
Managing the co-creation of value
Payne, A. F., Storbacka, K., & Frow, P. (2008) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-007-0070-0 · Cited by 3,502
Self-citationThe experience economy: work is theatre & every business a stage
(1999) · Choice Reviews Online · doi:10.5860/choice.37-2254 · Cited by 2,681
Why Satisfied Customers Defect
Jones, T. O. (1995) · Harvard business review · Cited by 2,230
A Strategic Framework for Customer Relationship Management
Payne, A., & Frow, P. (2005) · Journal of Marketing · doi:10.1509/jmkg.2005.69.4.167 · Cited by 2,091
Self-citationThe One Number You Need to Grow
Rego, L. L., & Morgan, N. A. (2004) · Harvard business review · Cited by 2,046
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
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
Characterizing Value as an Experience: Implications for Service Researchers and Managers
Helkkula, A., Kelleher, C., & Pihlström, M. (2012) · Journal of Service Research · doi:10.1177/1094670511426897 · Cited by 605
Investigating the effects of smart technology on customer dynamics and customer experience
Foroudi, P., Gupta, S., Sivarajah, U., & Broderick, A. (2018) · Computers in Human Behavior · doi:10.1016/j.chb.2017.11.014 · Cited by 286
Gaining customer experience insights that matter
McColl-Kennedy, J. R., Zaki, M., Lemon, K. N., Urmetzer, F., & Neely, A. (2019) · Journal of Service Research · doi:10.1177/1094670518812182 · Cited by 283
Metadata
- Authors
- Frow, P., & Payne, A.
- Venue
- Journal of Brand Management
- Published
- 2007-11
- Volume
- 15
- Issue
- 2
- Pages
- 89-101
- ISSN
- 1350-231X (ISSN-L)
- 1479-1803
- OpenAlex
- W1966906413
- Cited by
- 386
- References
- 27
- FWCI
- 10.89
- Type
- journal article
- Language
- en
- Open access
- closed
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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.
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How to cite
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- CoChat. (2026). Citation check: Towards the ‘perfect’ customer experience. https://app.cochat.ai/papers/10.1057/palgrave.bm.2550120
- The paper
- Frow, P., & Payne, A. (2007). Towards the ‘perfect’ customer experience. Journal of Brand Management. https://doi.org/10.1057/palgrave.bm.2550120
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.
