The interplay of customer experience and commitment

• Main Authors: KEININGHAM, Timothy, BALL, Joan, BENOIT, Sabine, BRUCE, Helen L., BUOYE, Alexander, DZENKOVSKA, Julija, NASR, Linda, OU, Yi-Chun, ZAKI, Mohamed
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2017
• Subjects: Customer experience; Loyalty; Satisfaction; Service design; Service encounter; Marketing; Sales and Merchandising
• Online Access: https://ink.library.smu.edu.sg/lkcsb_research/7530; https://ink.library.smu.edu.sg/context/lkcsb_research/article/8529/viewcontent/Keiningham_et_al_2017_Journal_of_Services_Marketing_AM.pdf
• Institution: Singapore Management University

Purpose: This research aims to better understand customer experience, as it relates to customer commitment and provides a framework for future research into the intersection of these emerging streams of research. Design/methodology/approach: This research contributes to theoretical and practical per...