Tham khảo Trải nghiệm khách hàng

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  2. 1 2 Shaw, Colin (2002). Building Great Customer Experiences. Palgrave Macmillan UK. ISBN 9780333990131. 
  3. 1 2 3 Schwager, Andre; Meyer, Chris (tháng 2 năm 2007). “Understanding Customer Experience”. Harvard Business Review. 
  4. ↑ “Improving Customer Experience Is Top Business Priority for Companies Pursuing Digital Transformation, According to Accenture Study”. Accenture. Ngày 27 tháng 10 năm 2015. 
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  6. ↑ Pine, B. Joseph, II, and James H. Gilmore (1998). The Experience Economy: Work Is Theater and Every Business a Stage. Cambridge, MA: Harvard Business School Press. ISBN 978-0-87584-819-8. 
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  8. ↑ “Research Priorities 2016–2018” (PDF). Marketing Science Institute. 2016. 
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  10. ↑ Parsons, Talcott (1934). “Some Reflections on the Nature and Significance ofEconomics”. Quarterly Journal of Economics. 48 (3): 511–545. doi:10.2307/1882825. 
  11. 1 2 Schmitt, Bernd H. (2003). Experience Management: A Revolutionary Approach to Connecting with Your Customers. Hoboken, NJ: John Wiley & Sons. ISBN 9780470350539. 
  12. 1 2 3 4 5 6 7 8 9 10 11 12 Katherine N. Lemon & Peter C. Verhoef (2015). “Understanding Customer Experience Throughout the Customer Journey”. Journal of Marketing Research 80: 71. doi:10.1509/jm.15.0420. 
  13. ↑ Philip Kotler (1967). Marketing Management: Analysis, Planning, and Control. Prentice-Hall, Upper Saddle River. Pearson Us Imports & Phipes. ISBN 9780132613637. 
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  25. ↑ Leonard L. Berry. “Relationship Marketing of Services: Growing Interest, Emerging Perspectives”. Journal of the Academy of Marketing Science 23: 236–245. doi:10.1177/009207039502300402. 
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  27. ↑ Peter C. Verhoef (2003). “Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development”. Journal of Marketing 67: 30–45. doi:10.1509/jmkg.67.4.30.18685. 
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  29. ↑ Roland T. Rust, Katherine N. Lemon, Valarie A. Zeithaml (2004). “Return on Marketing: Using Customer Equity to Focus Marketing Strategy”. Journal of Marketing 68: 109–127. doi:10.1509/jmkg.68.1.109.24030. 
  30. ↑ Adrian Payne, Pennie Frow. “A Strategic Framework for Customer Relationship Management”. Journal of Marketing 69: 167–176. doi:10.1509/jmkg.2005.69.4.167. 
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  33. ↑ Jagdish N. Sheth, Rajendra S. Sisodia, Arun Sharma (2000). “The Antecedents and Consequences of Customer-Centric Marketing”. Journal of the Academy of Marketing Science 28: 55–66. doi:10.1177/0092070300281006. 
  34. ↑ Ranjay Gulati and James B. Oldroyd (2005). “Quest for customer focus”. Harvard business review 83: 92–10. 
  35. 1 2 Denish Shah và đồng nghiệp. “The Path to Customer Centricity”. Journal of Service Research 9: 113–124. doi:10.1177/1094670506294666.  Bảo trì CS1: Định rõ "và đồng nghiệp" (link)
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  40. ↑ Steven Pinker (1997). How the Mind Works. ISBN 978-0393334777. 
  41. 1 2 3 Chiara Gentile, Nicola Spiller, Giuliano Noci (2007). “How to Sustain the Customer Experience:: An Overview of Experience Components that Co-create Value With the Customer”. European Management Journal 25: 395–410. doi:10.1016/j.emj.2007.08.005. 
  42. ↑ Fulbright, R.K., Troche, C.J., Skudlarski, P., Gore, J.C. and Wexler, B.E (2001). “Functional MR imaging of regional brain activation associated with the affective experience of pain”. American Journal of Roentgenology 177: 1205–1210. doi:10.2214/ajr.177.5.1771205. 
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