References
• Aaker, D. (1991). Managing Brand Equity. New York: Free-Press.
• Ailawadi, K., Lehmann, D. & Neslin, S. (2003). Revenue premium as an outcome measure of brand equity. Journal of Marketing, 67(Oct), 1-17.
• Ang, L. and Buttle, F. (2002). ROI on CRM: A customer journey approach. IMP Conference, Perth.
• Bagozzi, R. (1975). Social exchange in marketing. Journal of the Academy of Marketing Science, 3, 314-327.
• Blau, P. (1964). Exchange and Power in Social Life. New York: Wiley.
• Boswijk, A. (2017). Transforming business value through digitalized networks: A case study on the value drivers of Airbnb. Journal of Creating Value, 3(1), 104-114.
• Brey, E. (2019). Co-creating value from social media: A framework. Journal of Creating Value, 5(2), 222-236.
• Brakus, J., Schmitt, B., & Zarantonello, L. (2009). Brand experience: What is it? How is it measured? Does it affect loyalty? Journal of Marketing, 73(May), 52-68.
• DecisionLink (2022). Customer value across the customer journey: Step 1 – Driving adoption. Accessed (Oct 7, 2022) at: https://www.decisionlink.com/blog/creating-value-across-the-customer-journey-step-1-driving-adoption.
• Demmers, J., Weltevreden, J., & Van Dolen, W. (2020). Consumer engagement with brand posts on social media in consecutive stages of the customer journey. International Journal of Electronic Commerce, 24(1), 53-77.
• Dhebar, A. (2013). Toward a compelling customer touchpoint architecture. Business Horizons, 56(2), 199-205.
• Edelman, D. & Singer, M. (2015). Competing on customer journeys. Harvard Business Review, Nov, 89-100.
• Fader, P. & Schmittlein, D. (1993). Excess behavioral loyalty for high-share brands: Deviations from the Dirichlet model for repeat purchasing. Journal of Marketing Research, 30(4), 478.
• Freeman, R. (1984). Strategic Management: A Stakeholder Approach. Boston, MA: Pitman/Ballinger.
• Gallarza, M., Arteaga, F., De Chiappa, G., Gil-Saura, I., & Holbrook, M. (2017). A multidimensional service-value scale based on Holbrook’s typology of customer value: Bridging the gap between the concept and its measurement. Journal of Service Management, 28(4), 724-762.
• Güngör, H. (2020). Creating value with artificial intelligence: A multi-stakeholder perspective. Journal of Creating Value, 6(1), 72-85.
• Gupta, S., Hanssens, D., Hardie, B., Kumar, V., Lin, N., Ravishanker, N., & Sriram, S. (2006). Modeling customer lifetime value. Journal of Service Research, 9(2), 139-155.
• Hair, J., Black, W., Babin, B., & Anderson, R. (2013). Multivariate Data Analysis (7e). Harlow, UK: Pearson.
• Hamilton, R. & Price, L. (2019). Consumer journeys: Developing consumer-based strategy. Journal of the Academy of Marketing Science, 47(2), 187-191.
• Hamilton, R., Ferraro, R., Haws, K., & Mukhopadhyay, A. (2021). Traveling with companions: The social customer journey. Journal of Marketing, 85(1), 68-92.
• Holbrook, M. (1999). Consumer Value: A Framework for Analysis and Research. London: Routledge.
• Holbrook, M. & Hirschman, E. (1982). The experiential aspects of consumption: consumer fantasies, feelings and fun. Journal of Consumer Research, 9(2), 132-140.
• Hollebeek, L., Kumar, V. & Srivastava, R.K. (2022). From Customer-, to Actor-, to Stakeholder Engagement: Taking Stock, Conceptualization, and Future Directions. Journal of Service Research, 25(2), 328-343.
• Hollebeek, L., Kumar, V., Srivastava, R., and Clark, M. (2022a). Moving the stakeholder journey forward. Journal of the Academy of Marketing Science, DOI: 10.1007/s11747-022-00878-3.
• Hollebeek, L., Srivastava, R., & Chen, T. (2019). S-D logic-informed customer engagement: Integrative framework, revised fundamental propositions, and application to CRM. Journal of the Academy of Marketing Science, 47(1), 161-185.
• Jaakkola, E. & Alexander, M. (2018). How does engagement affect customer journeys and experience? 10th SERVSIG Conference, Paris.
• Kaartemo, V. and Helkkula, A. (2018). A systematic review of artificial intelligence and robots in vale co-creation: Current status and future research avenues. Journal of Creating Value, 4(2), 211-228.
• Keller, K. (1993). Conceptualizing, measuring and managing customer-based brand equity. Journal of Marketing, 57(Jan), 1-22.
• Kelly, J. (2018). A unifying foundation for the customer journey at Mercedes Benz. Accessed (Oct 26, 2022) at: https://tanzu.vmware.com/content/blog/a-unifying-foundation-for-the-customer-journey-at-mercedes-benz.
• Khan, I., Hollebeek, L., Fatma, M., Islam, J., & Rahman, Z. (2020). Brand engagement and experience in online services. Journal of Services Marketing, 34(2), 163-175.
• Kim, H., Gupta, S., & Koh, J. (2011). Investigating the intention to purchase digital items in social networking communities: A customer value perspective. Information & Management, 48(6), 228-234.
• Klein, J., Zhang, Y., Falk, T., Aspara, J., & Luo, X. (2020). Customer journey analyses in digital media: Exploring the impact of cross-media exposure on customers’ purchase decisions. Journal of Service Management, 31(3), 489-508.
• Klink, R., Zhang, J., & Athaide, G. (2021). Measuring customer experience management and its impact on financial performance. European Journal of Marketing, 55(3), 840-867.
• Kotler, P. (2020). Marketing and value creation. Journal of Creating Value, 6(1), 10-11.
• Kranzbühler, A., Kleijnen, M., Verlegh, P. (2019). Outsourcing the pain, keeping the pleasure: Effects of touchpoints in the customer journey. Journal of the Academy of Marketing Science, 47(2), 308-327.
• Kuehnl, C., Jozic, D., & Homburg, C. (2019). Effective customer journey design: Consumers’ conception, measurement, and consequences. Journal of the Academy of Marketing Science, 47(2), 551-568.
• Kumar, V., Aksoy, L., Donkers, B., Venkatesan, R., Wiesel, T., & Tillmans, S. (2010). Undervalued or overvalued customers: Capturing total engagement value. Journal of Service Research, 13(3), 297-310.
• Kumar, V., Petersen, J., & Leone, R. (2007). How valuable is word of mouth? Harvard Business Review, 1-9.
• Kumar, V. & Reinartz, W. (2016). Creating enduring customer value. Journal of Marketing, 80(6), 36-68.
• Kumar, V., Rajan, B., Gupta, S., & Dalla Pozza, I. (2019). Customer engagement in service. Journal of the Academy of Marketing Science, 47(1), 138-160.
• Lemon, K. & Verhoef, P. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(Nov), 69-96.
• Leroi-Werelds, S., Streukens, S., Brady, M., & Swinnen, G. (2014). Assessing the value of commonly used methods for measuring customer value: A multi-setting empirical study. Journal of the Academy of Marketing Science, 42(4), 430-451.
• Lim, W., Rasul, T., Kumar, S., & Ala, M. (2022). Past, present, and future of customer engagement. Journal of Business Research, 140(Feb), 439-458.
• Liu-Thompkins, Y. & Tam, L. (2013). Not all repeat customers are the same: Designing effective cross-selling promotion on the basis of attitudinal loyalty and habit. Journal of Marketing, 77(Sep), 21-36.
• MacInnis, D. (2011). A framework for conceptual contributions in marketing. Journal of Marketing, 75(4), 136-154.
• Mahajan, G. (2019). Critically exploring value destruction to create more value. Journal of Creating Value, 5(1), 3-10.
• Mahajan, G. (2020). What is customer value and how can you create it? Journal of Creating Value, 6(1), 119-121.
• Mathwick, C., Malhotra, N., & Rigdon, E. (2002). Experiential value: Conceptualization, measurement and application in the catalog and Internet shopping environment. Journal of Retailing, 77(1), 39-56.
• Mele, C. & Russo-Spena, T. (2021). The architecture of the phygital customer journey: A dynamic interplay between systems of insights and systems of engagement. European Journal of Marketing, 56(1), 72-91.
• Mele, C., Russo-Spena, T., & Peschiera, S. (2018). Value creation and cognitive technologies: Opportunities and challenges. Journal of Creating Value, 4(2), 182-195.
• Mishra, C. & Zachary, R. (2014). The entrepreneurial value creation theory. In: The Theory of Entrepreneurship, Palgrave-Macmillan, 253-292.
• Netemeijer, R., Krishnan, B., Pullig, C., Wang, G., Yagci, M., Dean, D., Ricks, J., & Wirth, F. (2004). Developing and validating measures of facets of customer-based brand equity. Journal of Business Research, 57, 209-224.
• Novak, T. & Hoffman, D. (2019). Relationship journeys in the internet of things: A new framework for understanding interactions between consumers and smart objects. Journal of the Academy of Marketing Science, 47(2), 216-237.
• Oliver, R. (1999). Whence consumer loyalty? Journal of Marketing, 63, 33-44.
• Pansari, A. & Kumar, V. (2017). Customer engagement: The construct, antecedents, and consequences. Journal of the Academy of Marketing Science, 45(3), 294-311.
• Pham, P. and Gammoh, B. (2015). Characteristis of social-media marketing strategy and customer-based brand equity outcomes: A conceptual model. International Journal of Internet Marketing and Advertising, 9(4), 321-337.
• Rademakers, M., Scheepstra, S., & Stokes, P. (2019). Organizational agility and value creation. Journal of Creating Value, 5(2), 106-110.
• Richardson, A. (2010). Using customer journey maps to improve customer experience. Harvard Business Review, 15 Nov, Retrieved Oct 13, 2022 at: http://www.iimagineservicedesign.com/wp-content/uploads/2015/07/Experience-Maps-Using-Customer-Journey-Maps-to-Improve-Customer-Experience.pdf.
• Rosado-Pinto, F. & Loureiro, S. (2020). The growing complexity of customer engagement: A systematic review. EuroMed Journal of Business, 15(2), 167-203.
• Rosenbaum, M., Losada Otalora, M., & Contreras Ramírez, G. (2017). How to create a realistic customer journey map. Business Horizons, 60(1), 143-150.
• Russo-Spena, T., Mele, C., & Marzullo, M., (2018). Practising value innovation through artificial intelligence: The IBM Watson case. Journal of Creating Value, 5(1), 11-24.
• Saarijärvi, H. (2012). The mechanisms of value co-creation. Journal of Strategic Marketing, 20(5), 381-391.
• Scott, J. & Craig-Lees, M. (2010). Audience engagement and its effects on product placement recognition. Journal of Promotion Management, 16(1/2), 39-58.
• Shavitt, S. & Barnes, A. (2020). Culture and the consumer journey. Journal of Retailing, 96(1), 40-54.
• So, K., Kim, H., & King, C. (2021). The thematic evolution of customer engagement research: A comparative systematic review and bibliometric analysis. International Journal of Contemporary Hospitality Management, 33(10), 3585-3609.
• Solem, B. & Pedersen, P. (2016). The effects of regulatory fit on customer brand engagement: An experimental study of service brand activities in social media. Journal of Marketing Management, 32(5-6), 445-468.
• Storbacka, K., Brodie, R., Böhmann, T., Maglio, P., & Nenonen, S. (2016). Actor engagement as a microfoundation for value co-creation: Conceptual directions for further research on SDL. Journal of Business Research, 69(8), 3008-3017.
• Sweeney, J. & Soutar, G. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203-220.
• Pastoors, D. & Baier, D. (2018). Customer journey-based valuation: Modeling the fundamentals of customer journey value. EMAC Conference, Glasgow, UK.
• Vargo, S. & Lusch, R. (2016). Institutions and axioms: An extension and update of service-dominant logic. Journal of the Academy of Marketing Science, 44, 5-23.
• Venkatesan, R. & Kumar, V. (2004). A customer lifetime framework for customer selection and resource allocation strategy. Journal of Marketing, 68(Oct), 106-125.
• Voorhees, C., Fombelle, P., Grégoire, Y., Bone, S., Gustafsson, A., Sousa, R., & Walkowiak, T. (2017). Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens. Journal of Business Research, 79(Oct), 269-280.
• Wang, Y., Capron, N., Wang, V., & Guo, C. (2018). Building industrial brand equity on resource advantage. Industrial Marketing Management, 72(Jul), 4-16.
• Woodruff, R. (1997). Customer value: The next source for competitive advantage. Journal of the Academy of Marketing Science, 25(2), 139-153.
• Yang, Y., Liu, X., & Li, J. (2015). How customer experience affects the customer-based brand equity for tourism destinations. Journal of Travel & Tourism Marketing, 32, S97-S113.
• Zeithaml., V. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(Jul), 2-22.