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The experience – economy revisited: an interdisciplinary perspective and research agenda

The experience – economy revisited: an interdisciplinary perspective and research agenda The marketing literature uses five different experience terms that are supposed to represent different streams of research. Many papers do not provide a definition, most of the used definitions are unclear, the different experience terms have similar dimensionality and are regularly used interchangeably or have the same meaning. In addition, the existing definitions are not adequately informed from other disciplines that have engaged with experience. This paper aims to build a comprehensive conceptual framework of experience in marketing informed by related disciplines aiming to provide a more holistic definition of the term.Design/methodology/approachThis research follows previously established procedures by conducting a systematic literature review of experience. From the approximately 5,000 sources identified in three disciplines, 267 sources were selected, marketing (148), philosophy (90) and psychology (29). To address definitional issues the analysis focused on enlightening four premises.FindingsThis paper posits that the term brand experience can be used in all marketing-related experiences and proposes four premises that may resolve the vagaries associated with the term’s conceptualization. The four premises address the what, who, how and when of brand experience and aim to rectify conceptual issues. Brand experience is introduced as a multi-level phenomenon.Research limitations/implicationsThe suggested singular term, brand experience, captures all experiences in marketing. The identified additional elements of brand experience, such as the levels of experience and the revision of emotions within brand experience as a continuum, tempered by repetition, should be considered in future research.Practical implicationsThe multi-level conceptualization may provide a greater scope for dynamic approaches to brand experience design thus providing greater opportunities for managers to create sustainable competitive advantages and differentiation from competitors.Originality/valueThis paper completes a systematic literature review of brand experience across marketing, philosophy and psychology which delineates and enlightens the conceptualization of brand experience and presents brand experience in a multi-level conceptualization, opening the possibility for further theoretical, methodological and interdisciplinary promise. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Product & Brand Management Emerald Publishing

The experience – economy revisited: an interdisciplinary perspective and research agenda

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Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
1061-0421
DOI
10.1108/jpbm-06-2019-2406
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Abstract

The marketing literature uses five different experience terms that are supposed to represent different streams of research. Many papers do not provide a definition, most of the used definitions are unclear, the different experience terms have similar dimensionality and are regularly used interchangeably or have the same meaning. In addition, the existing definitions are not adequately informed from other disciplines that have engaged with experience. This paper aims to build a comprehensive conceptual framework of experience in marketing informed by related disciplines aiming to provide a more holistic definition of the term.Design/methodology/approachThis research follows previously established procedures by conducting a systematic literature review of experience. From the approximately 5,000 sources identified in three disciplines, 267 sources were selected, marketing (148), philosophy (90) and psychology (29). To address definitional issues the analysis focused on enlightening four premises.FindingsThis paper posits that the term brand experience can be used in all marketing-related experiences and proposes four premises that may resolve the vagaries associated with the term’s conceptualization. The four premises address the what, who, how and when of brand experience and aim to rectify conceptual issues. Brand experience is introduced as a multi-level phenomenon.Research limitations/implicationsThe suggested singular term, brand experience, captures all experiences in marketing. The identified additional elements of brand experience, such as the levels of experience and the revision of emotions within brand experience as a continuum, tempered by repetition, should be considered in future research.Practical implicationsThe multi-level conceptualization may provide a greater scope for dynamic approaches to brand experience design thus providing greater opportunities for managers to create sustainable competitive advantages and differentiation from competitors.Originality/valueThis paper completes a systematic literature review of brand experience across marketing, philosophy and psychology which delineates and enlightens the conceptualization of brand experience and presents brand experience in a multi-level conceptualization, opening the possibility for further theoretical, methodological and interdisciplinary promise.

Journal

Journal of Product & Brand Management – Emerald Publishing

Published: Nov 12, 2021

Keywords: Brand experience; Consumer experience; Product experience; Service experience; Customer experience; Consumption experience; Experience economy; Systematic literature review; Interdisciplinarity; Brand experience design

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    Levine, D.; Hirsh-Pasek, K.; Pace, A.; Golinkoff, R.M.
  • Neural evidence for a distinction between short-term memory and the focus of attention
    Lewis-Peacock, J.A.; Drysdale, A.T.; Oberauer, K.; Postle, B.R.
  • Understanding olfaction and emotions and the moderating role of individual differences
    Lin, M.H.; Cross, S.N.N.; Childers, T.L.
  • The sniffing effect: olfactory sensitivity and olfactory imagery in advertising
    Lin, M.H.; Cross, S.N.N.; Laczniak, R.; Childers, T.L.
  • Integrating chinese cultural philosophies on the effects of employee friendliness, helpfulness and respectfulness on customer satisfaction
    Liu, T.M.; Yan, L.; Phau, I.; Perez, A.; Teah, M.
  • Chapter. XII. Of complex IDEAS
    Locke, J.; Locke, J.
  • Chapter. III. Of the extent of human knowledge
    Locke, J.; Locke, J.
  • Chapter XII. Of the improvement of our knowledge
    Locke, J.; Locke, J.
  • Chapter II: of simple ideas
    Locke, J.; Locke, J.
  • Chapter XI: of our knowledge of the existence of other things
    Locke, J.; Locke, J.
  • Chapter XV: of probability
    Locke, J.; Locke, J.
  • Chapter I: of ideas in general, and their original
    Locke, J.; Locke, J.
  • Diagnostic and prescriptive benefits of consumer participation in virtual communities of personal challenge
    Lowe, B.; Johnson, D.
  • The evoking power of servicescapes: consumers' inferences of manipulative intent following service environment-driven evocations
    Lunardo, R.; Roux, D.; Chaney, D.
  • The impact of storytelling on the consumer brand experience: the case of a firm-originated story
    Lundqvist, A.; Liljander, V.; Gummerus, J.; van Riel, A.
  • On the ups and downs of emotion: testing between conceptual-metaphor and polarity accounts of emotional valence–spatial location interactions
    Lynott, D.; Coventry, K.
  • How do you feel today? Managing patient emotions during health care experiences to enhance well-being
    McColl-Kennedy, J.; Danaher, T.; Gallan, A.; Orsingher, C.; Lervik-Olsen, L.; Verma, R.
  • Enacted voluntary simplicity – exploring the consequences of requesting consumers to intentionally consume less
    McGouran, C.; Prothero, A.
  • Developing a mobile applications customer experience model (MACE)-implications for retailers
    McLean, G.; Al-Nabhani, K.; Wilson, A.
  • Experience design
    McLellan, H.
  • A framework for conceptual contributions in marketing
    MacInnis, D.
  • The dangers of poor construct conceptualization
    MacKenzie, S.
  • Feminism’s fourth wave: a research agenda for marketing and consumer research
    Maclaran, P.
  • Orienting attention in visual working memory reduces interference from memory probes
    Makovski, T.; Sussman, R.; Jiang, Y.V.
  • Research on organizations: hopes for the past and lessons from the future
    March, J.G.
  • Components of aesthetic experience: aesthetic fascination, aesthetic appraisal, and aesthetic emotion
    Marković, S.
  • CERN: past performance and future prospects: i. CERN's position in world high-energy physics
    Martin, B.R.; Irvine, J.
  • Metrics in sponsorship research – is credibility an issue?
    Meenaghan, T.; O’Sullivan, P.
  • Service robots rising: how humanoid robots influence service experiences and elicit compensatory consumer responses
    Mende, M.; Scott, M.L.; Doorn, J.V.; Grewal, D.; Shanks, I.
  • The impact of emotion intensity on recognition memory: valence polarity matters
    Meng, X.; Zhang, L.; Liu, W.; Ding, X.S.; Li, H.; Yang, J.; Yuan, J.J.
  • Experience-centric branding: challenges and advancing a new mantra for corporate brand governance
    Merrilees, B.
  • Mall brand meaning: an experiential branding perspective
    Merrilees, B.; Miller, D.; Shao, W.
  • Understanding customer experience
    Meyer, C.; Schwager, A.
  • The effect of product placements on the evaluation of movies
    Meyer, J.; Song, R.; Ha, K.
  • Evaluating journal quality: a review of journal citation indicators and ranking in business and management
    Mingers, J.; Yang, L.
  • Mood as a determinant of postconsumption product evaluations: mood effects and their dependency on the affective intensity of the consumption experience
    Miniard, P.W.; Bhatla, S.; Sirdeshmukh, D.
  • The role of instructor experiential values in shaping students’ course experiences, attitudes and behavioral intentions
    Mishra, A.; Jha, S.; Nargundkar, R.
  • Consumer experience tourism and brand bonding
    Mitchell, M.A.; Orwig, R.A.
  • Attribute-level performance, satisfaction, and behavioral intentions over time: a consumption-system approach
    Mittal, V.; Kumar, K.; Tsiros, M.
  • The time vs money effect: shifting product attitudes and decisions through personal connection
    Mogilner, C.; Aaker, J.
  • Developing different types of anticipated experience positioning for electric cars
    Moons, I.; Pelsmacker, P.
  • Managing consumers' product evaluations through direct product experience
    Mooy, S.; Robben, H.
  • Beyond technology acceptance: brand relationships and online brand experience
    Morgan-Thomas, A.; Veloutsou, C.
  • Journal rankings and the ABS journal quality guide
    Morris, H.; Harvey, C.; Kelly, A.
  • Building the service brand by creating and managing an emotional brand experience
    Morrison, S.; Crane, F.
  • Customer experience, organisational culture and the employer brand
    Mosley, R.
  • Learning how: body techniques, skill acquisition and the consumption of experience
    Murphy, S.; Patterson, M.; O’Malley, L.
  • Professional service providers’ resource integration styles (PRO-RIS): facilitating customer experiences
    Ng, S.C.; Plewa, C.; Sweeney, J.
  • Intellectual Capital through the eyes of the consumer
    Nguyen, T.; Dadzie, C.; Davari, A.; Guzman, F.
  • Gamification as a platform for brand co-creation experiences
    Nobre, H.; Ferreira, A.
  • From a commodity to an experience: the moderating role of thematic positioning on congruity-based product judgment
    Noseworthy, T.J.; Finlay, K.; Islam, T.
  • Promoting interdisciplinary research among faculty
    Novak, E.; Zhao, W.; Reiser, R.A.
  • Wowing the millennials: creating brand equity in the wine industry
    Nowak, K.; Thach, L.; Olsen, J.
  • Brand experiences in service organizations: exploring the individual effects of brand experience dimensions
    Nysveen, H.; Pedersen, P.; Skard, S.
  • Locke's epistemology and the value of experience
    Odegard, D.
  • Enhancing the contributions of SMEs in a global and digitalised economy
  • Brand worlds: introducing experiential marketing to B2B branding
    Osterle, B.; Kuhn, M.; Henseler, J.
  • Exploring the quality of the service experience: a theoretical and empirical analysis
    Otto, J.E.; Ritchie, J.R.; Swartz, T.A.; Bowen, D.E.; Brown, S.W
  • How to analyze immediate experience: hintikka, husserl, and the idea of phenomenology
    Overgaard, S.
  • Communicating experience: a narrative approach to creating service brand image
    Padgett, D.; Allen, D.
  • Experiential engagement and active vs. passive behavior in mobile location-based social networks: the moderating role of privacy
    Pagani, M.; Malacarne, G.
  • The influence of personal and social-interactive engagement in social TV web sites
    Pagani, M.; Mirabello, A.
  • Things fall apart: the dynamics of brand audience dissipation
    Parmentier, M.-A.; Fischer, E.
  • When repetitive consumption leads to predictions of faster adaptation
    Pasdiora, M.A.; Brei, V.A.; Nicolao, L.
  • Designing multi-interface service experiences: the service experience blueprint
    Patrício, L.; Fisk, R.; Cunha, J.
  • Marketing concepts can have a life of their own: representation and pluralism in marketing concept analysis
    Patsiaouras, G.
  • The customer value proposition: evolution, development, and application in marketing
    Payne, A.; Frow, P.; Eggert, A.
  • Co-creating brands: diagnosing and designing the relationship experience
    Payne, A.; Storbacka, K.; Frow, P.; Knox, S.
  • Exploring the servitization path: a conceptual framework and a case study from the Capital goods industry
    Peillon, S.; Pellegrin, C.; Burlat, P.
  • Orientations to happiness and life satisfaction: the full life versus the empty life
    Peterson, C.; Park, N.; Seligman, M.E.P.
  • The intuitive experience
    Petitmengin, C.; Varela, F.J.; Shear, J.
  • Towards the source of thoughts: the gestural and transmodal dimension of lived experience
    Petitmengin, C.
  • Systematic reviews from astronomy to zoology: myths and misconceptions
    Petticrew, M.
  • Chapter 2: Starting the review: Refining the question
    Petticrew, M.; Roberts, H.; Petticrew, M.; Roberts, H.
  • Welcome to the experience economy
    Pine, J.; Gilmore, J.
  • Networking and innovation: a systematic review of the evidence
    Pittaway, L.; Robertson, M.; Munir, K.; Denyer, D.; Neely, A.
  • Research trajectories of service-dominant logic: emergent themes of a unifying paradigm in business and management
    Pohlmann, A.; Kaartemo, V.
  • The relationship between density perceptions and satisfaction in the retail setting: mediation and moderation effects
    Pons, F.; Gireoux, M.; Mourali, M.; Zins, M.
  • How images of other consumers influence subsequent taste perceptions
    Poor, M.; Duhachek, A.; Krishnan, H.S.
  • Developing a film-based service experience blueprinting technique
    Poppel, J.; Finsterwalder, J.; Laycock, R.
  • To post or not to post: social media sharing and sporting event performance
    Prado-Gasco, V.; Moreno, C.F.; Sanz, A.V.; Nunez-Pomar, J.; Hervas, C.J.
  • Co-creation experiences: the next practice in value creation
    Prahalad, C.K.; Ramaswamy, V.
  • Branding familiness in tourism family firms
    Presas, P.; Munoz, D.; Guia, J.
  • Brand selfies: consumer experiences and marketplace conversations
    Presi, C.; Marhle, N.; Kleppe, I.A.
  • Polarity correspondence: a general principle for performance of speeded binary classification tasks
    Proctor, R.W.; Cho, Y.S.
  • Customer experience management in retailing: understanding the buying process
    Puccinelli, N.; Goodstein, R.; Grewal, D.; Price, R.; Raghubir, P.; Stewart, D.
  • Ability of experience design elements to elicit emotions and loyalty behaviors
    Pullman, M.E.; Gross, M.A.
  • From connoisseur luxury to mass luxury: value co-creation and codestruction in the online environment
    Quach, S.; Thaichon, P.
  • Brand management efficiency and firm value: an integrated resource based and signalling theory perspective
    Rahman, M.; Rodriguez-Serrano, A.; Lambkin, M.
  • Connecting the dots between brand experience and brand loyalty: the mediating role of brand personality and brand relationships
    Ramaseshan, B.; Stein, A.
  • Brand value co-creation in a digitalized world: an integrative framework and research implications
    Ramaswamy, V.; Ozcan, K.
  • William james's radical reconstruction of experience and its significance
    Razzaque, M.A.
  • Online customer experience: a review of the business-to consumer online purchase context
    Rose, S.; Hair, N.; Clark, M.
  • Experience as experimental and reconstructed realism: an interwoven core of mead’s philosophy
    Rosenthal, S.
  • Sensations, perception: and immediacy: mead and Merleau-Ponty
    Rosenthal, S.; Bourgeois, P.
  • Marketing measurement revolution the C-OAR-SE method and why it must replace psychometrics
    Rossiter, J.R.
  • The impact of regulatory focus and word of mouth valence on search and experience attribute evaluation
    Roy, R.; Naidoo, V.
  • Service quality versus service experience: an empirical examination of the consequential effects in B2B services
    Roy, S.; Sreejesh, S.; Bhatia, S.
  • Core affect and the psychological construction of emotion
    Russell, J.A.
  • Core affect, prototypical emotional episodes, and other things called emotion: dissecting the elephant
    Russell, J.A.; Barrett, F.L.
  • Core affect
    Russell, J.A.; Barrett, F.L.; Sander, D.; Scherer, K.R.
  • The temporal and focal dynamics of volitional reconsumption: a phenomenological investigation of repeated hedonic experiences
    Russell, C.; Levy, S.
  • On happiness and human potentials: a review of research on hedonic and eudaimonic well-being
    Ryan, R.M.; Deci, E.L.
  • Asymmetric effects of customer emotions on satisfaction and loyalty in a utilitarian service context
    Rychalski, A.; Hudson, S.
  • Measuring brand experiences cross-nationally
    Saari, U.; Mäkinen, S.
  • Marketing the female politician: an exploration of gender and appearance
    Sanghvi, M.; Hodges, N.
  • The brand experience extended model: a Meta-analysis
    Santini, O.; Ladeira, J.W.; Sampaio, H.C.; Pinto, C.D.
  • Event segmentation ability uniquely predicts event memory
    Sargent, J.Q.; Zacks, J.M.; Hambrick, D.Z.; Zacks, R.T.; Kurby, C.A.; Bailey, H.R.; Beck, T.M.
  • Rationalizing service logic, or understanding services as experience?
    Schembri, S.
  • Reframing brand experience: the experiential meaning of harley–davidson
    Schembri, S.
  • The effects of sensory impairments on product experience and personal well-being
    Schifferstein, H.; Desmet, P.
  • Experiential marketing
    Schmitt, B.
  • Using the brand experience scale to profile consumers and predict consumer behaviour
    Schmitt, B.; Zarantonello, L.
  • From experiential psychology to consumer experience
    Schmitt, B.; Brakus, J.J.; Zarantanello, L.
  • The current state and future of brand experience
    Schmitt, B.; Brakus, J.J.; Zarantello, L.
  • Transcendent customer experience and brand community
    Schouten, J.; McAlexander, J.; Koenig, H.
  • The cultural codes of branding
    Schroeder, J.
  • Relational mobility explains between- and within-culture differences in self-disclosure to close friends
    Schug, J.; Yuki, M.; Maddux, W.
  • The chill of the moment: emotions and pro-environmental behavior
    Schwartz, D.; Loewenstein, G.
  • The bridge from text to mind: adapting reader-response theory to consumer research
    Scott, L.M.
  • Bringing sensory anthropology to consumer research
    Scott, R.; Uncles, M.
  • Crossing the finite provinces of meaning, experience and metaphor
    Sebald, G.
  • The structure of experience for William James
    Seigfried, C.H.
  • William James's concrete analysis of experience
    Seigfried, C.H.
  • Play at any cost: how cosplayers produce and sustain their ludic communal consumption experiences
    Seregina, A.; Weijo, H.
  • Cueing attention after the stimulus is gone can retrospectively trigger conscious perception
    Sergent, C.; Wyart, V.; Babo-Rebelo, M.; Cohen, L.; Naccache, L.; Tallon-Baudry, C.
  • The space-to-product ratio effect: how interstitial space influences product aesthetic appeal, store perceptions, and product preference
    Sevilla, J.; Townsend, C.
  • Communities as nested servicescapes
    Sheng, X.; Simpson, P.; Siguaw, J.
  • Feeling, emotion, affect
    Shouse, E.
  • Psychological ownership and music streaming consumption
    Sinclair, G.; Tinson, J.
  • Experience and meaning
    Singer, B.
  • The emergent field of organizational frontlines
    Singh, J.; Brady, M.; Arnold, T.; Brown, T.
  • Toward an improved conceptual understanding of consumer ambivalence
    Sipilä, J.; Tarkianinen, A.; Sundqvist, S.
  • V4 activity predicts the strength of visual short-term memory representations
    Sligte, I.G.; Scholte, H.S.; Lamme, V.A.F.
  • John Dewey: philosopher of experience
    Smith, J.
  • The re-conception of experience in Peirce, James and Dewey
    Smith, J.
  • David Hartley’s Newtonian neuropsychology
    Smith, C.U.M.
  • Space and sight
    Smith, A.D.
  • The information available in brief visual presentations
    Sperling, G.
  • Social influence effects in online product ratings
    Sridhar, S.; Srinivasan, R.
  • Attachment as an organizational construct
    Sroufe, L.A.; Waters, E.
  • Problems in the measurement of organizational effectiveness
    Steers, R.M.
  • What does brand mean? Historical-analysis method and construct definition
    Stern, B.B.
  • Pre-reflexive experience and its passage to reflexive experience a developmental view
    Stern, D.
  • Pragmatism, experience, and William James’s politics of blindness
    Stob, P.
  • Drivers of consumer–brand identification
    Stokburger-Sauer, N.; Ratneshwar, S.; Sen, S.
  • Editor’s comments: construct clarity in theories of management and organization
    Suddaby, R.
  • Guidelines for conducting research and publishing in marketing: from conceptualization through the review process
    Summers, J.
  • The self and object relations
    Sutherland, J.D.
  • The autonomous self
    Sutherland, J.D.
  • An experiential model of consumer engagement in social media
    Tafesse, W.
  • Conceptually confused, but on a field level? A method for conceptual analysis and its application
    Tähtinen, J.; Havila, V.
  • Can political cookies leave a bad taste in one’s mouth? Political ideology influences taste
    Tal, A.; Gvili, Y.; Amar, M.; Wansink, B.
  • Has e-marketing come of age? Modeling historical influences on post-adoption era internet consumer behaviors
    Taylor, D.G.; Strutton, D.
  • The realms of scientific meaning framework for constructing theoretically meaningful nominal definitions of marketing concepts
    Teas, R.K.; Palan, K.M.
  • The MINDS method: integrating management and interaction design perspectives for service design
    Teixeira, J.G.; Patricio, L.; Huang, K.H.; Fisk, R.P.; Nobrega, L.; Constantine, L.
  • Sensorimotor subjectivity and the enactive approach to experience
    Thompson, E.
  • Putting consumer experience back into consumer research: the philosophy and method of existential-phenomenology
    Thompson, C.; Locander, W.; Pollio, H.
  • Using knowledge within small and medium‐sized firms: a systematic review of the evidence
    Thorpe, R.; Holt, R.; Macpherson, A.; Pittaway, L.
  • John Dewey and contemporary phenomenology on experience and the subject-object relation
    Tibbetts, P.
  • Mead’s theory of the act and perception: some empirical confirmations
    Tibbetts, P.
  • The calendar mindset: scheduling takes the fun out and puts the work in
    Tonietto, G.; Malkoc, S.
  • Predicting high consumer-brand identification and high repurchase: necessary and sufficient conditions
    Torres, P.; Augusto, M.; Godinho, P.
  • A closer look at the hedonics of everyday meaning and satisfaction
    Tov, W.; Lee, H.W.
  • On experience
    Townsend, D.
  • Anthropomorphic packaging: is there life on “mars?
    Triantos, A.; Plakoyiannaki, E.; Outra, E.; Petridis, N.
  • Does social currency matter in creation of enhanced brand experience?
    Trudeau, H.S.; Shobeiri, S.
  • The relative impacts of experiential and transformational benefits on consumer brand relationship
    Trudeau, H.S.; Shobeiri, S.
  • Seeking lasting enjoyment with limited money: financial constraints increase preference for material goods over experiences
    Tully, S.; Hershfield, H.; Meyvia, T.
  • Co-constructing the service experience: exploring the role of customer emotion management
    Tumbat, G.
  • Do loyal customers really pay more for services?
    Umashankar, N.; Bhagwat, Y.; Kumar, V.
  • Comparative thick description: articulating similarities and differences in local consumer experience
    Usunier, J.-C.; Sbizzera, S.
  • To do or to have? That is the question
    van Boven, L.; Gilovich, T.
  • Manipulations of attention dissociate fragile visual short-term memory from visual working memory
    Vandenbroucke, A.R.E.; Sligte, I.G.; Lamme, V.A.F.
  • Seeing without knowing: neural signatures of perceptual inference in the absence of report
    Vandenbrouke, A.R.E.; Farhenfort, J.J.; Sligte, I.G.; Lamme, V.A.F.
  • Non-attended representations are perceptual rather than unconscious in nature
    Vandenbrouke, A.R.E.; Sligte, I.G.; Farhenfort, J.J.; Ambroziak, K.B.; Lamme, V.A.F.
  • Brand loyalty: exploring self-brand connection and brand experience
    van der Westhuizen, L.M.
  • Domo arigato Mr. Roboto: emergence of automated social presence in organizational frontlines and customers’ service experiences
    van Doorn, J.; Mende, M.; Noble, S.; Hulland, J.; Ostrom, A.; Grewal, D.; Peterson, A.J.
  • Factors associated with disciplinary and interdisciplinary research collaboration
    van Rijnsoever, F.J.; Hessels, L.K.
  • Brands as relationship facilitators in consumer markets
    Veloutsou, C.
  • New challenges in brand management
    Veloutsou, C.; Delgado-Ballester, E.
  • The evolution of brand management thinking over the last 25 years as recorded in the journal of product and brand management
    Veloutsou, C.; Guzmán, F.
  • Predicting the duration of emotional experience: two experience sampling studies
    Verduyn, P.; Delvaux, E.; van Coillie, H.; Tuerlinckx, F.; van Mechelen, I.
  • Customer experience creation: determinants, dynamics and management strategies
    Verhoef, P.; Lemon, K.; Parasuraman, A.; Roggeveen, A.; Tsiros, M.; Schlesinger, L.
  • Service encounters, experiences and the customer journey: defining the field and a call to expand our lens
    Voorhees, C.; Fombelle, P.; Gregoire, Y.; Bone, S.; Gustafsson, A.; Sousa, R.; Walkowiak, T.
  • Cultivating gratitude and giving through experiential consumption
    Walker, J.; Kumar, A.; Gilovich, T.
  • Drop your tools: an allegory for organizational studies
    Weick, K.E.
  • Determinants of consumers' response to pay-what-you-want pricing strategy on the internet
    Weisstein, F.; Kukar-Kinney, M.; Monroe, K.
  • Communicating brands through engagement with 'lived' experiences
    Whelan, S.; Wohlfeil, M.
  • The power of experiential marketing: exploring the causal relationships among multisensory marketing, brand experience, customer perceived value and brand strength
    Wiedmann, K.P.; Labenz, F.; Haase, J.; Hennigs, N.
  • Habits in everyday life: thought, emotion, and action
    Wood, W.; Quinn, J.M.; Kashy, D.A.
  • The impact of power on service customers’ willingness to post online reviews
    Wu, L.; Matilla, A.S.; Wang, C.Y.; Hanks, L.
  • Customer experience within retail environments: an embodied, spatial approach
    Yakhlef, A.
  • How does serious m-game technology encourage low-income households to perform socially responsible behaviors?
    Yam, A.; Russell-Bennet, R.; Foth, M.; Mulcahy, R.
  • When it could have been worse, it gets better: how favorable uncertainty resolution slows hedonic adaptation
    Yang, Y.; Gu, Y.; Galak, J.
  • Capturing the essence of a brand from its history: the case of scottish tourism marketing
    Yeoman, I.; Durie, A.; Mcmahon-Beattie, U.; Palmer, A.
  • The concept of experience in locke and hume
    Yolton, J.
  • Perceiving, remembering, and communicating structure in events
    Zacks, J.M.; Tversky, B.; Iyer, G.
  • Advertising effects under consumer heterogeneity – the moderating role of brand experience, advertising recall and attitude
    Zenetti, G.; Klapper, D.
  • Service design for experience-centric services
    Zomerdijk, L.; Voss, C.