Multichannel integration along the customer journey: a systematic review and research agenda von Gao, Lily (Xuehui), Melero, Iguacel, Sese, F. Javier

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Customer Equity Drivers, Customer Experience Quality, and Customer Profitability in Banking Services: The Moderating Role of Social Influence von Gao, Lily (Xuehui), Melero-Polo, Iguácel, Sese, F. Javier

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Theories, constructs, and methodologies to study COVID-19 in the service industries von Cambra-Fierro, Jesús, Gao, Lily (Xuehui), Melero-Polo, Iguácel, Patrício, Lia

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How do macro-environmental factors impact customer experience? A refined typology, integrative framework, and implications von Cambra-Fierro, Jesús, Lily (Xuehui) Gao, López-Pérez, María Eugenia, Melero-Polo, Iguácel

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What drives consumers’ active participation in the online channel? Customer equity, experience quality, and relationship proneness von Cambra-Fierro, Jesús, Xuehui Gao, Lily, Melero-Polo, Iguácel, Javier Sese, F.

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Winning your customers’ minds and hearts: Disentangling the effects of lock-in and affective customer experience on retention von Gao, Lily (Xuehui), de Haan, Evert, Melero-Polo, Iguácel, Sese, F. Javier

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The power of social influence and customer–firm interactions in predicting non-transactional behaviors, immediate customer profitability, and long-term customer value von Cambra-Fierro, Jesús, Gao, Lily (Xuehui), Melero-Polo, Iguácel

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How do firms handle variability in customer experience? A dynamic approach to better understanding customer retention von Cambra-Fierro, Jesús, Gao, Lily (Xuehui), Melero-Polo, Iguácel, Trifu, Andreea

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The influence of communication in destination imagery during COVID-19 von Cambra-Fierro, Jesús, Fuentes-Blasco, María, Gao, Lily Xuehui, Melero-Polo, Iguácel, Trifu, Andreea

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How do macro-environmental factors impact customer experience? A refined typology, integrative framework, and implications: 宏观环境因素如何影响客户体验？精炼的分类，综合框架及意义... von Cambra-Fierro, Jesús, Gao, Lily (Xuehui), López-Pérez, María Eugenia, Melero-Polo, Iguácel

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La experiencia del cliente como modelo de negocio en la era digital: El caso del sector financiero von Gao, Lily (Xuehui), Melero Polo, Iguácel, Sese, F. Javier

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'en_US': 'The customer experience as a business model in the digital age: The case of the financial sector', 'es_ES': 'La experiencia del cliente como modelo de negocio en la era d... von Lily (Xuehui) Gao, Iguácel Melero Polo, F. Javier Sese

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Listening to Your Customer’s Heart or Head? Uncovering the Trade-Offs between Customer Experience and Lock-In von Gao, Xuehui Lily, de Haan, Evert, Polo, Iguácel Melero, Sese, F. Javier

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Analyzing the Powerful Impact of Touchpoints in a B2B Context: An Abstract von Gao, Lily Xuehui, Melero-Polo, Iguácel, Ruz-Mendoza, Miguel Á., Trifu, Andreea

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