نظری ،محسن .کمره ایی محمود،حیدری ،علی (1398) ارائه مدل مفهومی استراتژی رقابت همکارانه در بخش ارتباطات ثابت و سیار ایران .مدیریت بازرگانی (11)3 .
Allameh Haery, Fariddeddin and Farahmand, Ali Asghar (2021) Critical Success Factors of Customers Experience in Iranian Banks and their Ranking by Using Analytic Hierarchy Process Model, international journal of academic research in business & social science.
Forrester Research (2019), “Customer experience maturity defined”, available at:
www.forrester.com/report/Customer ExperienceþMaturityþDefined/-/E-RES 59376 (accessed)
Jaakkola, E., Helkkula, A. and Aarikka-Stenroos, L. (2018), “Service experience co-creation: conceptualization, implications, and future research directions”, Journal of Service Management, Vol. 26 No. 2, pp. 182-205.
Grewal, D., Levy, M. and Kumar, V. (2019), “Customer experience management in retailing: an organizing framework”, Journal of Retailing, Vol. 85 No. 1, pp. 1-14.
Homburg, C., Jozi c, D. and Kuehnl, C. (2015), “Customer experience management: toward implementing an evolving marketing concept”, Journal of the Academy of Marketing Science, Vol. 45 No. 3,
Haryanto, J., Kashif, M., Moutinho, L., and Pasharibu, Y. (2019), “What if the future never comes? Understanding consumer perceptions of future anticipatory efforts of brands”, Asia Pacific Journal of Marketing and Logistics, Vol. 29 No. 3
Gazzoli, G., Hancer, M. and Kim, B.P. (2018), “Explaining why employee-customer orientation influences customers’ perceptions of the service encounter”, Journal of Service Management, Vol. 24 No. 4, pp. 382-400.
Gentile, C., Spiller, N. and Noci, G. (2021), “How to sustain the customer experience: an overview of experience components that co-create value with the customer”, European Management Journal, Vol. 25 No. 5, pp. 395-400.
Ismail, A. R. (2017), “The influence of perceived social media marketing activities on brand loyalty The mediation effect of brand and value consciousness”, Asia Pacific Journal of Marketing and Logistics, Vol. 29 No. 1.
Jung, H.S. and Yoon, H.H. (2015), “Understanding regulatory focuses: the role of employees’ regulatory focus in stress coping styles, and turnover intent to a five-star hotel”, International Journal of Contemporary Hospitality Management, Vol. 27 No. 2, pp. 283-307.
Kandampully, J. and Solnet, D. (2015), Service Management: Principles for Hospitality and Tourism, Kendall Hunt Publishing, Iowa.
Kandampully, J., Zhang, T. and Bilgihan, A. (2015), “Customer loyalty: a review and future directions with a special focus on the hospitality industry”, International Journal of Contemporary Hospitality Management, Vol. 27 No. 3, pp. 79-414.
Kandampully, J., Keating, B.W., Kim, B.P., Mattila, A.S. and Solnet, D. (2014), “Service research in the hospitality literature insights from a systematic review”, Cornell Hospitality Quarterly, Vol. 55 No. 3, pp.287-299.
MacGillavry, K. and Wilson, A. (2014), “Delivering loyalty via customer experience management atDHL freight”, Global Business & Organizational Excellence, Vol. 33 No. 6, pp.6-20.
Klaus, P. and Maklan, S. (2011), “Bridging the gap for destination extreme sports: a model of sports tourism customer experience”, Journal of Marketing Management, Vol. 27 Nos 14/13, pp. 1341-1365.
Klaus, P. and Maklan, S. (2013), “Towards a better measure of customer experience”, International Journal of Market Research, Vol. 55 No. 2, pp.227-246.
Kotler P, Keller KL. Marketing management. Upper Saddle River, NJ: Prentice Hall; 2006. - Kressmann F, Sirgy MJ, Herrmann A, Huber F, Huber S, Lee DJ. Direct and indirect effects of self-image congruence on brand loyalty. J Bus Res 2006;59(9):64-955.
Katherine N. Lemon, Peter C. Verhoef(2016) Understanding Customer Experience Throughout the Customer Journeyjournal of marketing 80-(6)
Kayaman, R., & Arasli, H. (2007). Customer based brand equity: Evidence from the hotel industry.Managing Service Quality, 17(1), 92–109
Kressmann F, Sirgy MJ, Herrmann A, Huber F, Huber S, Lee DJ(2006). Direct and indirect effects of self-image congruence on brand loyalty.;59(9):955–64.
Lemke, F., Clark, M. and Wilson, H. (2011), “Customer experience quality: an exploration in business and consumer contexts using repertory grid technique”, Journal of the Academy of Marketing Science, Vol. 39 No. 6, pp. 846-869.
Patrício, L., Fisk, R.P. and Falcão e Cunha, J. (2008), “Designing multi-interface service experiences, Journal of Service Research, Vol. 10 No. 4, pp.318-334.
Ponsignon, F., Klaus, P. and Maull, R.S. (2015), “Experience co-creation in financial services: an empirical exploration”, Journal of Service Management, Vol. 26 No. 2, pp.295-320.
Prebensen, N.K., Vittersø, J. and Dahl, T.I. (2013), “Value co-creation significance of tourist resources”,Annals of Tourism Research, Vol. 42, pp. 240-261.
Pedeliento, G., Andreini, D., Bergamaschi, M., and Salo, J. (2016), “Brand and product attachment in an industrial context: The effects on brand loyalty”, Industrial Marketing Management, Vol. 53, pp. 194-206.
So, K. K. F., King, C., Sparks, B. A., & Wang, Y. (2013). The influence of customer brand identification on hotel brand evaluation and loyalty development. International Journal of Hospitality Management,
34, 31–41
Sharma, M. and Chaubey, D.S. (2014), “An empirical study of customer experience and its relationship with customer satisfaction towards the services of banking sector”, Journal of Marketing & Communication, Vol. 9 No. 3, pp.18-27.
Salem-Mhamdia, B.A. and Ghadhab, B. (2012), “Value management and activity based costing model in the Tunisian restaurant”, International Journal of Contemporary Hospitality Management, Vol. 24 No. 2, pp.269-288.
Sathish, A.S. and Venkatesakumar, R. (2011), “Coffee experience and drivers of satisfaction, loyalty in a coffee outlet – with special reference to ‘café coffee day”, Journal of Contemporary Management Research, Vol. 5 No. 2, pp.1-13.
Schmitt, B.H. (2010), Customer Experience Management: A Revolutionary Approach to Connecting withYour Customers, John Wiley & Sons, Hoboken, NJ
Thomson M, MacInnis DJ, Park CW.( 2005) The ties that bind: measuring the strength of consumers' emotional attachments to brands. J Consum Psychol;15(1)
Teixeira, J., Patrício, L., Nunes, N.J., Nóbrega, L., Fisk, R.P. and Constantine, L. (2012), “Customer experience modeling: from customer experience to service design”, Journal of Service Management, Vol. 23 No. 3, pp.62-376.
Thomson, M., MacInnis, D. J., and Park, C. W. (2005), “The ties that bind: Measuring the strength of consumers’ emotional attachments to brands”, Journal of consumer psychology, Vol. 15 No. 1, pp. 77-91
Verleye, K. (2015), “The co-creation experience from the customer perspective: its measurement and determinants”, Journal of Service Management, Vol. 26 No. 2, pp. 321-342.
Yao, Q. and Chen, R. (2014), “Gift Cards and Gifted Cash: The Impact of Fit between Gift Type and Message Construal”, Journal of Retailing, Vol. 90 No. 4, pp. 481-492
Zhang, L. (2014), “How effective are your CSR messages? The moderating role of processing fluency and construal level”, International Journal of Hospitality Management, Vol. 41, pp.56
