{"id":"https://openalex.org/W2015056121","doi":"https://doi.org/10.2501/ijmr-53-6-771-792","title":"Customer Experience: Are We Measuring the Right Things?","display_name":"Customer Experience: Are We Measuring the Right Things?","publication_year":2011,"publication_date":"2011-11-01","ids":{"openalex":"https://openalex.org/W2015056121","doi":"https://doi.org/10.2501/ijmr-53-6-771-792","mag":"2015056121"},"language":"en","primary_location":{"id":"doi:10.2501/ijmr-53-6-771-792","doi":"https://doi.org/10.2501/ijmr-53-6-771-792","is_oa":false,"landing_page_url":"https://doi.org/10.2501/ijmr-53-6-771-792","pdf_url":null,"source":{"id":"https://openalex.org/S162526994","display_name":"International Journal of Market Research","issn_l":"1470-7853","issn":["1470-7853","2515-2173"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-scientific","cwts-core","fnege-3","jufo-1","norway-1","poland-40","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Market Research","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5074586192","display_name":"Stan Maklan","orcid":"https://orcid.org/0000-0002-7872-3079","observed_orcids":["https://orcid.org/0000-0002-7872-3079"]},"institutions":[{"id":"https://openalex.org/I82284825","display_name":"Cranfield University","ror":"https://ror.org/05cncd958","country_code":"GB","type":"education","lineage":["https://openalex.org/I82284825"]}],"countries":["GB"],"is_corresponding":true,"raw_author_name":"Stan Maklan","raw_affiliation_strings":["Cranfield School of Management"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Cranfield School of Management","institution_ids":["https://openalex.org/I82284825"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5007491840","display_name":"Philipp Klaus","orcid":"https://orcid.org/0000-0002-1500-064X","observed_orcids":["https://orcid.org/0000-0002-1500-064X"]},"institutions":[{"id":"https://openalex.org/I4210107574","display_name":"School of Business and Management","ror":"https://ror.org/01e2adt21","country_code":"FR","type":"education","lineage":["https://openalex.org/I4210107574"]}],"countries":["FR"],"is_corresponding":false,"raw_author_name":"Philipp Klaus","raw_affiliation_strings":["ESCEM School of Business and Management"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"ESCEM School of Business and Management","institution_ids":["https://openalex.org/I4210107574"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5074586192"],"corresponding_institution_ids":["https://openalex.org/I82284825"],"apc_list":{"value":3650,"currency":"USD","value_usd":3650},"apc_paid":null,"fwci":27.839,"has_fulltext":false,"cited_by_count":379,"citation_normalized_percentile":{"value":0.99445128,"is_in_top_1_percent":true,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":98,"max":100},"biblio":{"volume":"53","issue":"6","first_page":"771","last_page":"772"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.98580002784729,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.98580002784729,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.008999999612569809,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13355","display_name":"Marketing and Advertising Strategies","score":0.0012000000569969416,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-experience","display_name":"customer experience","score":0.8659999966621399},{"id":"https://openalex.org/keywords/customer-experience-measurement","display_name":"customer experience measurement","score":0.9620000123977661},{"id":"https://openalex.org/keywords/services-marketing","display_name":"service marketing","score":0.6949999928474426},{"id":"https://openalex.org/keywords/product-marketing","display_name":"product marketing","score":0.6809999942779541},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.7580000162124634},{"id":"https://openalex.org/keywords/total-quality-management","display_name":"total quality management","score":0.996999979019165},{"id":"https://openalex.org/keywords/customer-value","display_name":"customer value","score":0.7919999957084656}],"concepts":[{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.7554964423179626},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6483454704284668},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.5092586278915405},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5042926073074341},{"id":"https://openalex.org/C90673727","wikidata":"https://www.wikidata.org/wiki/Q901718","display_name":"Product (mathematics)","level":2,"score":0.4843512773513794},{"id":"https://openalex.org/C54649085","wikidata":"https://www.wikidata.org/wiki/Q574424","display_name":"Relationship marketing","level":3,"score":0.47327232360839844},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.45737409591674805},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4562384784221649},{"id":"https://openalex.org/C2776291640","wikidata":"https://www.wikidata.org/wiki/Q2912517","display_name":"Value (mathematics)","level":2,"score":0.4472436308860779},{"id":"https://openalex.org/C12713177","wikidata":"https://www.wikidata.org/wiki/Q1900281","display_name":"Perspective (graphical)","level":2,"score":0.44613391160964966},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.4399162828922272},{"id":"https://openalex.org/C2985066332","wikidata":"https://www.wikidata.org/wiki/Q556441","display_name":"Customer value","level":3,"score":0.4282294511795044},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.4235903024673462},{"id":"https://openalex.org/C192975520","wikidata":"https://www.wikidata.org/wiki/Q1143466","display_name":"Marketing management","level":2,"score":0.4027024507522583},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.1751444935798645},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.1166185736656189},{"id":"https://openalex.org/C175444787","wikidata":"https://www.wikidata.org/wiki/Q39072","display_name":"Microeconomics","level":1,"score":0.06920188665390015},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.0},{"id":"https://openalex.org/C2524010","wikidata":"https://www.wikidata.org/wiki/Q8087","display_name":"Geometry","level":1,"score":0.0},{"id":"https://openalex.org/C181622380","wikidata":"https://www.wikidata.org/wiki/Q26911","display_name":"Profit (economics)","level":2,"score":0.0},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.2501/ijmr-53-6-771-792","doi":"https://doi.org/10.2501/ijmr-53-6-771-792","is_oa":false,"landing_page_url":"https://doi.org/10.2501/ijmr-53-6-771-792","pdf_url":null,"source":{"id":"https://openalex.org/S162526994","display_name":"International Journal of Market Research","issn_l":"1470-7853","issn":["1470-7853","2515-2173"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-scientific","cwts-core","fnege-3","jufo-1","norway-1","poland-40","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Market Research","raw_type":"journal-article"},{"id":"mag:2183928197","doi":null,"is_oa":false,"landing_page_url":"https://www.researchgate.net/profile/Phil_Klaus/publication/234004006_Customer_Experience_Are_we_measuring_the_right_things/links/0912f50e1a9a6cb29b000000.pdf","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":77,"referenced_works":["https://openalex.org/W36492951","https://openalex.org/W158044045","https://openalex.org/W561504243","https://openalex.org/W600703209","https://openalex.org/W1515587369","https://openalex.org/W1531387534","https://openalex.org/W1546777109","https://openalex.org/W1568392400","https://openalex.org/W1594945480","https://openalex.org/W1658908529","https://openalex.org/W1689771227","https://openalex.org/W1978327708","https://openalex.org/W1979907230","https://openalex.org/W1980225821","https://openalex.org/W1982981866","https://openalex.org/W1983059019","https://openalex.org/W1984695681","https://openalex.org/W1984869064","https://openalex.org/W1987819228","https://openalex.org/W1988528752","https://openalex.org/W1991190330","https://openalex.org/W1991623719","https://openalex.org/W2002059824","https://openalex.org/W2019884495","https://openalex.org/W2021084883","https://openalex.org/W2025926893","https://openalex.org/W2028809046","https://openalex.org/W2031114635","https://openalex.org/W2037846525","https://openalex.org/W2041527120","https://openalex.org/W2041767207","https://openalex.org/W2054183130","https://openalex.org/W2059702009","https://openalex.org/W2060536897","https://openalex.org/W2061614953","https://openalex.org/W2062182591","https://openalex.org/W2066441108","https://openalex.org/W2075886228","https://openalex.org/W2076361923","https://openalex.org/W2090210851","https://openalex.org/W2094260684","https://openalex.org/W2096512731","https://openalex.org/W2101703359","https://openalex.org/W2102239289","https://openalex.org/W2104719746","https://openalex.org/W2106032704","https://openalex.org/W2106772961","https://openalex.org/W2107971134","https://openalex.org/W2110638361","https://openalex.org/W2112336879","https://openalex.org/W2116308420","https://openalex.org/W2134325158","https://openalex.org/W2135173663","https://openalex.org/W2135526934","https://openalex.org/W2135856408","https://openalex.org/W2137972155","https://openalex.org/W2138189240","https://openalex.org/W2144336601","https://openalex.org/W2150713892","https://openalex.org/W2151694441","https://openalex.org/W2153906047","https://openalex.org/W2154597923","https://openalex.org/W2155963213","https://openalex.org/W2162666018","https://openalex.org/W2171735111","https://openalex.org/W2297552294","https://openalex.org/W2308408152","https://openalex.org/W2317874844","https://openalex.org/W2339680942","https://openalex.org/W2897155054","https://openalex.org/W3123513433","https://openalex.org/W4238444027","https://openalex.org/W4251572967","https://openalex.org/W4285719527","https://openalex.org/W4298140396","https://openalex.org/W4299588845","https://openalex.org/W4383905483"],"related_works":["https://openalex.org/W2183928197","https://openalex.org/W2075293814","https://openalex.org/W1979000511","https://openalex.org/W6969326931","https://openalex.org/W2019767959","https://openalex.org/W2906990411","https://openalex.org/W2053283629","https://openalex.org/W1997119630","https://openalex.org/W7097419761","https://openalex.org/W2999534076"],"abstract_inverted_index":{"Marketing":[0],"theory":[1,59],"and":[2,33,38,64,90,127],"practice":[3,94],"evolved":[4],"dramatically":[5],"through":[6],"a":[7],"series":[8],"of":[9,30,45,100,106,148],"transformations":[10],"from":[11],"products":[12],"to":[13,48,61,72,87],"services":[14],"and,":[15],"recently,":[16],"customer":[17,31,81,139],"experiences.":[18],"Each":[19],"stage":[20],"has":[21],"its":[22],"own":[23],"perspective":[24],"on":[25],"marketing's":[26],"purpose,":[27],"the":[28,65,115,138,146],"nature":[29],"value,":[32],"measurements":[34],"that":[35,77,120,149],"calibrate":[36],"performance":[37],"guide":[39],"managerial":[40],"decisions.":[41],"The":[42,74,117],"latter":[43],"is":[44],"particular":[46],"interest":[47],"market":[49,121],"researchers.":[50],"Measurement":[51],"(research)":[52],"typically":[53],"lags":[54],"behind":[55],"changes":[56],"in":[57,97,112,136,145],"marketing":[58],"due":[60],"institutional":[62],"factors":[63],"time":[66],"it":[67],"takes":[68],"for":[69],"new":[70],"practices":[71],"diffuse.":[73],"authors":[75,118],"posit":[76],"firms":[78,151],"still":[79],"measure":[80],"experience":[82,140],"against":[83],"criteria":[84],"more":[85],"suited":[86],"evaluating":[88],"product":[89],"service":[91,101],"marketing.":[92],"Research":[93],"seems":[95],"rooted":[96],"1990s":[98],"notions":[99],"quality,":[102],"itself":[103],"an":[104,133],"outgrowth":[105],"total":[107],"quality":[108],"management":[109],"(TQM)":[110],"originating":[111],"manufacturing":[113],"during":[114],"1980s.":[116],"argue":[119],"researchers":[122],"will":[123],"serve":[124],"their":[125],"organisations":[126],"customers":[128],"better":[129],"if":[130],"they":[131],"take":[132],"active":[134],"role":[135],"updating":[137],"measurement":[141],"commensurate":[142],"with":[143],"advances":[144],"conceptualisation":[147],"which":[150],"offer":[152],"customers.":[153]},"counts_by_year":[{"year":2026,"cited_by_count":10},{"year":2025,"cited_by_count":25},{"year":2024,"cited_by_count":36},{"year":2023,"cited_by_count":47},{"year":2022,"cited_by_count":41},{"year":2021,"cited_by_count":30},{"year":2020,"cited_by_count":41},{"year":2019,"cited_by_count":28},{"year":2018,"cited_by_count":19},{"year":2017,"cited_by_count":22},{"year":2016,"cited_by_count":24},{"year":2015,"cited_by_count":15},{"year":2014,"cited_by_count":16},{"year":2013,"cited_by_count":16},{"year":2012,"cited_by_count":6}],"updated_date":"2026-11-10T11:39:43.021295","created_date":"2016-06-24T00:00:00"}