[
Al-Adwan, A. S., & Al-Horani, M. A. (2019). Boosting Customer E-Loyalty: An Extended Scale of Online Service Quality, Information, 10(12), 380.10.3390/info10120380
]Search in Google Scholar
[
Alghizzavi, M. (2019). The role of digital marketing in consumer behavior: A survey, International Journal of Information Technology and Language Studies, 3(1), 24-31.
]Search in Google Scholar
[
Ameen, N., Tarhini, A., Reppel, A., & Anand, A. (2021). Customer experiences in the age of artificial intelligence, Computers in Human Behavior, 114, 1-14.10.1016/j.chb.2020.106548746327532905175
]Search in Google Scholar
[
Amy Gallo (2014). The Value of Keeping the Right Customers. Harvard Business Review.
]Search in Google Scholar
[
Anderson, R. E., & Srinivasan, S. S. (2003). E-satisfaction and e-loyalty: A contingency framework, Psychology and Marketing, 20(2), 123-138.10.1002/mar.10063
]Search in Google Scholar
[
Andreini, D., Pedeliento, G., Zarantonello, L., & Solerio, C. (2018). A renaissance of brand experience: Advancing the concept through a multi-perspective analysis, Journal of Business Research, 91, 123-133.10.1016/j.jbusres.2018.05.046
]Search in Google Scholar
[
Aspinall, E., Nancarrow, C., & Stone, M. (2001). The meaning and measurement of customer retention, Journal of Targeting, Measurement and Analysis for Marketing, 10(1), 79-87.10.1057/palgrave.jt.5740035
]Search in Google Scholar
[
Babin, B. J., Darden, W. R., & Griffin, M. (1994). Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value, Journal of Consumer Research, 20(4), 644.10.1086/209376
]Search in Google Scholar
[
Beig, F. A., & Khan, M. F. (2018). Impact of Social Media Marketing on Brand Experience: A Study of Select Apparel Brands on Facebook, Vision: The Journal of Business Perspective, 22(3), 264-275.10.1177/0972262918785962
]Search in Google Scholar
[
Bleier, A., Harmeling, C. M., & Palmatier, R. W. (2019). Creating Effective Online Customer Experiences, Journal of Marketing, 83(2), 98-119.10.1177/0022242918809930
]Search in Google Scholar
[
Bolton, R. N., McColl-Kennedy, J. R., Cheung, L., Gallan, A., Orsingher, C., Witell, L., & Zaki, M. (2018). Customer experience challenges: bringing together digital, physical and social realms, Journal of Service Management, 29(5), 776-808.10.1108/JOSM-04-2018-0113
]Search in Google Scholar
[
Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009). Brand Experience: What is It? How is it Measured? Does it Affect Loyalty?, Journal of Marketing, 73(3), 52-68.10.1509/jmkg.73.3.52
]Search in Google Scholar
[
Constantinides, E., Lorenzo-Romero, C., & Gómez, M. A. (2010). Effects of web experience on consumer choice: a multicultural approach, Internet Research, 20(2), 188-209.10.1108/10662241011032245
]Search in Google Scholar
[
Elder, R. S., Schlosser, A. E., Poor, M., & Xu, L. (2017). So Close I Can Almost Sense It: The Interplay between Sensory Imagery and Psychological Distance, Journal of Consumer Research, 44(4), 877-894.10.1093/jcr/ucx070
]Search in Google Scholar
[
Flavián, C., Ibáñez-Sánchez, S., & Orús, C. (2019). The impact of virtual, augmented and mixed reality technologies on the customer experience, Journal of Business Research, 100, 547-560.10.1016/j.jbusres.2018.10.050
]Search in Google Scholar
[
Fornell, C., Morgeson, F. V., & Hult, G. T. M. (2016). An Abnormally Abnormal Intangible: Stock Returns on Customer Satisfaction, Journal of Marketing, 80(5), 122-125.10.1509/jm.16.0248
]Search in Google Scholar
[
Frederick, F. Reichheld, & Phil Schefter (2000). E-Loyalty: Your Secret Weapon on the Web, Harvard Business Review.
]Search in Google Scholar
[
Gefen, Karahanna, & Straub (2003). Trust and TAM in Online Shopping: An Integrated Model, MIS Quarterly, 27(1), 51.10.2307/30036519
]Search in Google Scholar
[
Gentile, C., Spiller, N., & Noci, G. (2007). How to Sustain the Customer Experience, European Management Journal, 25(5), 395-410.10.1016/j.emj.2007.08.005
]Search in Google Scholar
[
Gummerus, J., Liljander, V., Weman, E., & Pihlström, M. (2012). Customer engagement in a Facebook brand community, Management Research Review, 35(9), 857-877.10.1108/01409171211256578
]Search in Google Scholar
[
Hasley, J. P., & Gregg, D. P. (2010). An exploratory study of website information content, Journal of Theoretical and Applied Electronic Commerce Research, 5(3), 27-38.10.4067/S0718-18762010000300004
]Search in Google Scholar
[
Havíř, D. (2017). A Comparison of the Approaches to Customer Experience Analysis, Economics and Business, 31(1), 82-93.10.1515/eb-2017-0020
]Search in Google Scholar
[
Hoekstra, J.C., Huizingh, E. K. R., Bijmolt, T. H. A., & Krawczyk, A. C. (2015). Providing information and enabling transactions: Which website function is more important for success?, Journal of Electronic Commerce Research, 16(2), 81-94.
]Search in Google Scholar
[
Jackson, G., & Ahuja, V. (2016). Dawn of the digital age and the evolution of the marketing mix, Journal of Direct, Data and Digital Marketing Practice, 17(3), 170-186.10.1057/dddmp.2016.3
]Search in Google Scholar
[
Jain, R., Aagja, J., & Bagdare, S. (2017). Customer experience – a review and research agenda, Journal of Service Theory and Practice, 27(3), 642-662.10.1108/JSTP-03-2015-0064
]Search in Google Scholar
[
Kandampully, J., Zhang, T., & Bilgihan, A. (2015). Customer loyalty: a review and future directions with a special focus on the hospitality industry, International Journal of Contemporary Hospitality Management, 27(3), 379-414.10.1108/IJCHM-03-2014-0151
]Search in Google Scholar
[
Kang J. K., & Lee W. J. (2016). Effects of sense of control and social presence on customer experience and e-service quality. Information development, 1-19.
]Search in Google Scholar
[
Keiningham, T. L., Cooil, B., Aksoy, L., Andreassen, T. W., & Weiner, J. (2007). The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share-of-wallet, Managing Service Quality: An International Journal, 17(4), 361-384.10.1108/09604520710760526
]Search in Google Scholar
[
Kravchenko, O., Leshchenko, M., Marushchak, D., Vdovychenko, Y., & Boguslavska, S. (2019). The digitalization as a global trend and growth factor of the modern economy, SHS Web of Conferences, 65, 7004.10.1051/shsconf/20196507004
]Search in Google Scholar
[
Lemon, K. N., & Verhoef, P. C. (2016). Understanding Customer Experience Throughout the Customer Journey, Journal of Marketing, 80(6), 69-96.10.1509/jm.15.0420
]Search in Google Scholar
[
Leonard, L. Berry, Lewis P. Carbone, & Stephan H. Haeckel (2002). Managing the Total Customer Experience, MIT Sloan Management Review, 43(3).
]Search in Google Scholar
[
Li, H., Daugherty, T., & Biocca, F. (2001). Characteristics of virtual experience in electronic commerce: A protocol analysis, Journal of Interactive Marketing, 15(3), 13-30.10.1002/dir.1013
]Search in Google Scholar
[
Luo, M. M., Chen, J.-S., Ching, R. K.H., & Liu, C.-C. (2011). An examination of the effects of virtual experiential marketing on online customer intentions and loyalty, The Service Industries Journal, 31(13), 2163-2191.10.1080/02642069.2010.503885
]Search in Google Scholar
[
Luo, X. (2010). Uses and gratifications theory and e-consumer behaviors: A structural equation modeling study, Journal of Interactive Advertising, 2(2), 34-41.10.1080/15252019.2002.10722060
]Search in Google Scholar
[
Mathwick, C., Malhotra, N., & Rigdon, E. (2001). Experiential value: conceptualization, measurement and application in the catalog and Internet shopping environment☆11☆This article is based upon the first author’s doctoral dissertation completed while at Georgia Institute of Technology, Journal of Retailing, 77(1), 39-56.10.1016/S0022-4359(00)00045-2
]Search in Google Scholar
[
McLean, G. J. (2017). Investigating the online customer experience – a B2B perspective. Marketing Intelligence & Planning, 35(5), 657-672.10.1108/MIP-12-2016-0222
]Search in Google Scholar
[
Mohammad, J., Taghi Pourian, Mahsa, M., Bakhsh (2015). Loyalty: From Single-Stage Loyalty to Four-Stage Loyalty, International Journal of New Technology and Research, 1(6), 48-51.
]Search in Google Scholar
[
Nasution, R. A., Sembada, A. Y., Miliani, L., Resti, N. D., & Prawono, D. A. (2014). The Customer Experience Framework as Baseline for Strategy and Implementation in Services Marketing, Procedia - Social and Behavioral Sciences, 148, 254-261.10.1016/j.sbspro.2014.07.041
]Search in Google Scholar
[
Oh, C. S., Bailenson J. N., & Welch, G. F. (2018). A systematic review of social presence: definition, antecedents, and implications, Frontiers in Robotics and AI, 5(114), 1-35.10.3389/frobt.2018.00114780569933500993
]Search in Google Scholar
[
Pansari, A., & Kumar, V. (2017). Customer engagement: the construct, antecedents, and consequences, Journal of the Academy of Marketing Science, 45(3), 294-311.10.1007/s11747-016-0485-6
]Search in Google Scholar
[
Parise, S., Guinan, P. J., & Kafka, R. (2016). Solving the crisis of immediacy: How digital technology can transform the customer experience, Business Horizons, 59(4), 411-420.10.1016/j.bushor.2016.03.004
]Search in Google Scholar
[
Pei, X.-L., Guo, J.-N., Wu, T.-J., Zhou, W.-X., & Yeh, S.-P. (2020). Does the Effect of Customer Experience on Customer Satisfaction Create a Sustainable Competitive Advantage? A Comparative Study of Different Shopping Situations, Sustainability, 12(18), 7436.10.3390/su12187436
]Search in Google Scholar
[
Pine II, J. B., & Gilmore, H. G. (1998). Welcome to the experience economy, Harvard Business Review. (76(4)), 97-105.
]Search in Google Scholar
[
Pratminingsih, S. A., Lipuringtyas, C., & Rimenta, T. (2013). Factors Influencing Customer Loyalty Toward Online Shopping, International Journal of Trade, Economics and Finance, 104-110.10.7763/IJTEF.2013.V4.268
]Search in Google Scholar
[
Rohm, A. J., & Swaminathan, V. (2004). A typology of online shoppers based on shopping motivations, Journal of Business Research, 57(7), 748-757.10.1016/S0148-2963(02)00351-X
]Search in Google Scholar
[
Rose, S., Clark, M., Samouel, P., & Hair, N. (2012). Online Customer Experience in e-Retailing: An empirical model of Antecedents and Outcomes, Journal of Retailing, 88(2), 308-322.10.1016/j.jretai.2012.03.001
]Search in Google Scholar
[
Rose, S., Hair, N., & Clark, M. (2011). Online Customer Experience: A Review of the Business-to-Consumer Online Purchase Context, International Journal of Management Reviews, 13(1), 24-39.10.1111/j.1468-2370.2010.00280.x
]Search in Google Scholar
[
Sanjay Shrivastava (2017). Digital Disruption is Redefining the Customer Experience: The Digital Transformation Approach of the Communications Service Providers, Telecom Business Review: SITM Journal, 10(1), 41-52.
]Search in Google Scholar
[
Shafiee, M. M., & Bazargan, N. A. (2018). Behavioral Customer Loyalty in Online Shopping: The Role of E-Service Quality and E-Recovery, Journal of Theoretical and Applied Electronic Commerce Research, 13(1), 26-38.10.4067/S0718-18762018000100103
]Search in Google Scholar
[
Shaw, C. (2007). The DNA of Customer Experience. London, Palgrave Macmillan UK. https://doi.org/10.1057/978023021081310.1057/9780230210813
]Search in Google Scholar
[
Simanjuntak, M., Putri, N. E., Yuliati, L. N., & Sabri, M. F. (2020). Enhancing customer retention using customer relationship management approach in car loan bussiness, Cogent Business & Management, 7(1), 1738200.10.1080/23311975.2020.1738200
]Search in Google Scholar
[
Smith, J. B., & Colgate, M. (2007). Customer Value Creation: A Practical Framework, Journal of Marketing Theory and Practice, 15(1), 7-23.10.2753/MTP1069-6679150101
]Search in Google Scholar
[
Srinivasan, S. S., Anderson, R., & Ponnavolu, K. (2002). Customer loyalty in e-commerce: an exploration of its antecedents and consequences, Journal of Retailing, 78(1), 41-50.10.1016/S0022-4359(01)00065-3
]Search in Google Scholar
[
Statista (2020). https://www.statista.com/. [Accesed on January 2021]
]Search in Google Scholar
[
Suchánek, P., & Králová, M. (2019). Customer satisfaction, loyalty, knowledge and competitiveness in the food industry, Economic Research-Ekonomska Istraživanja, 32(1), 1237-1255.10.1080/1331677X.2019.1627893
]Search in Google Scholar
[
Swaminathan, S., Anderson, R., & Song, L. (2018). Building loyalty in e-commerce: Impact of business and customer characteristics, Journal of Marketing Channels, 25(1-2), 22-35.10.1080/1046669X.2019.1646184
]Search in Google Scholar
[
Vakulenko, Y., Shams, P., Hellström, D., & Hjort, K. (2019). Online retail experience and customer satisfaction: the mediating role of last mile delivery, The International Review of Retail, Distribution and Consumer Research, 29(3), 306-320.10.1080/09593969.2019.1598466
]Search in Google Scholar
[
Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., & Schlesinger, L. A. (2009). Customer Experience Creation: Determinants, Dynamics and Management Strategies, Journal of Retailing, 85(1), 31-41.10.1016/j.jretai.2008.11.001
]Search in Google Scholar
[
Veríssimo, M., & Menezes, N. (2015). Social media as a tool to enhance customer experience in hospitality industry, Revista Portuguesa De Marketing, 38(34), 23-30.
]Search in Google Scholar
[
Wang, L. C., Baker, J., Wagner, J. A., & Wakefield, K. (2007). Can A Retail Web Site be Social?, Journal of Marketing, 71(3), 143-157.10.1509/jmkg.71.3.143
]Search in Google Scholar
[
Wu, R., Wang, G., & Yan, L. (2019). The effects of online store informativeness and entertainment on consumers’ approach behaviors, Asia Pacific Journal of Marketing and Logistics.10.1108/APJML-03-2019-0182
]Search in Google Scholar
[
Ziyadin, S., Doszhan, R., Borodin, A., Omarova, A., & Ilyas, A. (2019). The role of social media marketing in consumer behaviour, E3S Web of Conferences, 135, 4022.10.1051/e3sconf/201913504022
]Search in Google Scholar
