With ever-increasing competition, service providers seek to develop loyalty by aggressively designing, continuously innovating, and managing their customer experiences. This paper …

Authors: Madeleine E. Pullman; Michael A. Gross Addresses: Author address listing can be found in the "About the Authors" section at the end of the article.

Experience design elements significantly influence customer loyalty through emotional connections. The study explores the relationship between service design elements and loyalty …

This article explores the relationship between different service elements designed to create enhanced experience and customer loyalty. In addition, it looks at emotional responses as …

ABSTRACT: This paper analyzes the role played by experience in the loyalty and intent to return of sports tourists to a running race. The data for this study were collected through an online …

This article provided evidence from literature on the definition and elements of a total customer experience and the evolution towards the concept customer experience.

Jan 1, 2010 · In this commentary, I contribute to the discourse on experiential marketing by describing this less heralded route to customer loyalty.

With ever‐increasing competition, service providers seek to develop loyalty by aggressively designing, continuously innovating, and managing their customer experiences. This article …

Because the customer is the ultimate recipient of the experience (Pullman and Gross 2004), one needs to turn to behavioral science to understand how different types of experience structures …

The purpose of this paper is to investigate empirically and provide in-depth understanding of the relationship between employees’ perceptions of climate for innovation within a company and …