Moving the stakeholder journey forward

Hollebeek, Linda D.; Kumar, Vikas; Srivastava, Rajendra K.; Clark, Moira

doi:10.1007/s11747-022-00878-3

Cited by 30 publications

(27 citation statements)

References 117 publications

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“…Voorhees et al. , 2017), Hollebeek et al. (2022b) propose this to be extended to adopt a more relational stakeholder journey perspective (e.g.…”

Section: Discussion Implications and Further Researchmentioning

confidence: 99%

“…'s (2021) procedures outlined in Appendix 2. Given the inextricable link between CX and the customer journey (Lemon and Verhoef, 2016; Hollebeek et al. , 2022b), we include the customer/consumer journey in our selected keywords.…”

Section: Methodsmentioning

confidence: 99%

“…First, the customer experience is inextricably linked to the customer journey (Becker and Jaakkola, 2020), which is broadly defined as the steps a customer proceeds through in the path to purchase (Hollebeek et al, 2022b;Gentile et al, 2007). As such, CX's intensity and valence can fluctuate (e.g.…”

Section: Customer Experience: Theoretical Foundationsmentioning

confidence: 99%

“…We selected the following keywords in the paper titles, abstracts and keywords: (1) customer experience (CX), (2) service experience, (3) consumer experience, (4) consumption experience, (5) buyer experience and ( 6) customer/consumer journey (see Appendix 1; Becker and Jaakkola, 2020;Kranzb€ uhler et al, 2018;Silva et al, 2021), yielding a total of 7437 CX articles that were further screened using Paul et al's (2021) procedures outlined in Appendix 2. Given the inextricable link between CX and the customer journey (Lemon and Verhoef, 2016;Hollebeek et al, 2022b), we include the customer/consumer journey in our selected keywords. Applying these criteria, 1408 CX articles were retained for further analysis.…”

Section: Analytical Approachmentioning

confidence: 99%

“…Belk, 1988), extraordinary or flow experience, CX in hedonic consumption and the role of customer engagement in driving individuals' consumption experience (e.g. Car u and Cova, 2003;Brodie et al, 2011;Hollebeek et al, 2022b). Therefore, like the cluster of S-D Logic-informed CX, this theme focuses directly on the benefits or value that consumers may derive from their CX (Helkkula et al, 2012).…”

Section: Theme 5: CX and Consumptionmentioning

confidence: 99%

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Charting the intellectual structure of customer experience research

Kumar

Hollebeek

Kar

et al. 2022

MIP

Self Cite

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PurposeContemporary firms are increasingly focusing on enhancing the customer experience (CX) to gain a sustainable competitive advantage. However, despite the rapid growth of CX research from both the customer's and the firm's perspectives, the intellectual structure of CX research remains tenuous, thus requiring further investigation. Addressing this gap, the authors review and map the existing corpus of CX literature, from which important implications are drawn.Design/methodology/approachAfter inventorizing the CX literature (1997–2021), the authors apply bibliometric (e.g. co-citation) analysis to identify key CX articles and pertinent CX-publishing journals, followed by the identification of key CX research themes through network analysis.FindingsThe authors first document chief CX-publishing journals and articles and identify their respective contributions. The authors, then, derive five core CX themes, including CX through the customer journey, S-D Logic-informed CX, interactive service–based CX, CX in the servicescape and CX and consumption. The authors conclude by developing an agenda for future CX research based on the study findings.Originality/valueBy offering a pioneering analysis of the corpus of CX research (1997–2021), these analyses offer a pertinent theoretical contribution.

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“…Voorhees et al. , 2017), Hollebeek et al. (2022b) propose this to be extended to adopt a more relational stakeholder journey perspective (e.g.…”

Section: Discussion Implications and Further Researchmentioning

confidence: 99%

Section: Methodsmentioning

confidence: 99%

Section: Customer Experience: Theoretical Foundationsmentioning

confidence: 99%

Section: Analytical Approachmentioning

confidence: 99%

Section: Theme 5: CX and Consumptionmentioning

confidence: 99%

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Charting the intellectual structure of customer experience research

Kumar

Hollebeek

Kar

et al. 2022

MIP

Self Cite

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Using Augmented Reality to Strengthen Consumer/Brand Relationships: The Case of Luxury Brands

Arya,

Sethi,

Hollebeek

2024

J of Consumer Behaviour

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Though augmented reality (AR) is increasingly adopted in marketing, its capacity to foster consumers' engagement and attachment remain tenuous, exposing an important literature‐based gap. Addressing this gap, we deploy social presence theory and luxury consumption theory to develop and test a model that proposes that consumers' engagement with AR‐deploying luxury brands drives the development of their perceived brand warmth, social value, and brand competence, in turn impacting their brand attachment. To explore these issues, we draw on survey data from a sample of 537 luxury apparel and automotive consumers. The results using structural equation modelling (SEM) show that first, luxury consumers who exhibit high engagement with the AR‐deploying brand perceive higher levels of brand warmth, ‐competence, and social value, in turn raising their attachment to the AR‐deploying luxury brand. Overall, the findings highlight AR's strategic capacity to engage consumers and raise the brand's perceived brand warmth, competence, and social value, in turn boosting individuals' attachment to the AR‐deploying brand.

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Consumer engagement, stress, and conservation of resources theory: A review, conceptual development, and future research agenda

Hollebeek

Hammedi

Sprott

2023

Psychology and Marketing

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While scholarly acumen of consumer engagement, defined as a consumer's resource investment in his/her brand interactions, is burgeoning, its theoretical interface with consumer stress remains tenuous, exposing an important literature-based gap.Specifically, consumers' engagement with brands, or brand-related elements (e.g., online brand communities, frontline staff, service robots, social media pages, etc.), may either induce, or ensue from, individuals' consumption-related stress (e.g., through perceived resource depletion, brand-related performance anxiety, choice overload, pandemics, climate change, supply shortages, etc.). Addressing this gap, we develop a conservation of resources theory-informed framework of the consumer engagement/stress interface that identifies consumer engagement as either (i) a consumer stressor (e.g., by placing demands on consumers, including in self-service or coproduction tasks), or (ii) a stress-reducing coping mechanism (e.g., by facilitating the development of brand-related learning, skills, or resilience). We, then, introduce the articles contained in this section, which are also linked to the proposed framework. We conclude by outlining avenues for further research in the integrative area of consumer engagement/stress.

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Moving the stakeholder journey forward

Cited by 30 publications

References 117 publications

Charting the intellectual structure of customer experience research

Charting the intellectual structure of customer experience research

Using Augmented Reality to Strengthen Consumer/Brand Relationships: The Case of Luxury Brands

Consumer engagement, stress, and conservation of resources theory: A review, conceptual development, and future research agenda

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