This article examines paradoxes, challenges, and opportunities in the context of ethical
customer experience management. Central to this discussion are different stakeholders …

There is a long-standing discussion on the positive interactions between enterprise value
creation and business competitiveness. The corporate value can be seen as being created …

Offering a strong customer experience gives companies a difficult-to-copy competitive
advantage, yet companies often do not understand what customers gain from such an …

Walden shows why most customer experience management fails to improve the customer's
real experience and how to concentrate on the subjective emotional perceptions that drive …

Customers and society increasingly expect purpose from businesses, and the prevalent
corporate social responsibility (CSR) approaches do not adequately respond to this …

Relationship marketing in the B2C context has experienced explosive growth in the past
three decades both in business practice and as a focus of academic scholarship. A basic …

Customer experience is a key marketing concept, yet the growing number of studies focused
on this topic has led to considerable fragmentation and theoretical confusion. To move the …

Today's organizations have a new, overarching, and often overwhelming challenge to
successfully manage the customer experience. This challenge ranges from seeking how to …

What is the firm's role in influencing their customer's experience? Despite its prominence
and popularity in practice, it is unclear what customer experience management (CEM) as an …

Although research continues to debate the future of the marketing concept, practitioners
have taken the lead, appraising customer experience management (CEM) as one of the …