Special Issue - Past, present and future challenges on customer experience: Digging knowledge across sectors


  • Giacomo Del Chiappa University of Sassari University of Johannesburg (South Africa)
  • Martina G. Gallarza University of Valencia (Spain)



Author Biographies

Giacomo Del Chiappa, University of Sassari University of Johannesburg (South Africa)

Associate Professor of Marketing, Department of Economics and Business

Senior Research Fellow, School of Tourism & Hospitality

Martina G. Gallarza, University of Valencia (Spain)

Associate Professor, Marketing Department, Departamento de Comercializacion e Investigación de Mercados


Anderson L. and Ostrom A. (2015). Transformative Service Research: Advancing our Knowledge about Service and Well-being, Editorial. Journal of Service Research, 19(3): 243-249.

Andreini D., Pedeliento G., Zarantonello L. and Solerio C. (2018). A renaissance of brand experience: Advancing the concept through a multi-perspective analysis. Journal of Business Research, 91: 123-133.

Barwitz N. and Maas P. (2018). Understanding the Omnichannel Customer Journey:

Determinants of Interaction Choice. Journal of Interactive Marketing, 43: 116-133.

Blocker C.P. and Barrios A. (2015). The Transformative Value of a Service Experience.

Journal of Service Research, 18(3): 265-283.

Bolton R.N., McColl-Kennedy J.R., Cheung L., Gallan A., Orsingher C., Witell L. and Zaki M. (2018). Customer experience challenges: bringing together digital, physical and social realms. Journal of Service Management, 29(5): 776-808.

Brakus J.J., Schmitt B.H. and Zarantonello L. (2009). Brand experience: what is it? How is it measured? Does it affect loyalty? Journal of Marketing, 73(3): 52-68.

Chandler J.D. and Lusch R.F. (2015). Service systems: a broadened framework and

research agenda on value propositions, engagement, and service experience. Journal of Service Research, 18(1): 6-22.

Cova B. and Dalli D. (2009). Working consumers: the next step in marketing theory?

Marketing Theory, 9(3): 315-339.

Decrop A., Del Chiappa G., Mallargé J. and Zidda P. (2018). Couchsurfing has made me a better person and the world a better place: the transformative power of collaborative

tourism experiences. Journal of Travel & Tourism Marketing, 35(1): 57-72.

Gallarza M.G., Arteaga F., Del Chiappa G., Gil-Saura I. and Holbrook M. B. (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.

Galvagno M. and Dalli D. (2014). Theory of value co-creation: a systematic literature

review. Managing Service Quality, 24(6): 643-683.

Gibbs D. and Ritchie C. (2010). Theatre in restaurants: Constructing the experience. In Morgan M., Lugosi P. and Ritchie J.R.B. (Eds.). The tourism and leisure experience:

Consumer and managerial perspectives (pp. 182-201). Bristol: Channel View Publications.

Holbrook M.B. and Corfman K.P. (1985). Quality and value in the consumption experience: Phaedrus rides again. In: Jacoby J. and Olson J.C. (Eds.). Perceived quality: How consumers view stores and merchandise (pp. 31-57). Lexington, MA: Health and Company.

Holbrook M.B. and Hirschman E.C. (1982). The experiential aspects of consumption:

consumer fantasies, feelings and fun. Journal of Consumer Research, 9(2): 132-140.

Holbrook M.B. (1999). Consumer value: A framework for analysis and research. London: Routledge.

Kirillova K., Lehto X. and Cai L. (2017a). What triggers transformative tourism experiences? Tourism Recreation Research, 42(4): 498-511.

Kirillova K., Lehto X. and Cai L. (2017b). Existential authenticity and anxiety as outcomes: The tourist in the experience economy. International Journal of Tourism

Research, 19(1): 13-26.

Kranzbuhler A-M., Klejinen M.H.P., Morgan R.E. and Teerling M. (2017). The Multilevel Nature of Customer Experience Research: An Integrative Review and Research Agenda. International Journal of Management Reviews, 20(2): 1-24.

Lemon K.N. and Verhoef P.C. (2016). Understanding Customer Experience Throughout the Customer Journey. Journal of Marketing, 80: 69-96.

Lin C.H. and Kuo B.Z.L. (2016). The behavioral consequences of tourist experience.

Tourism Management Perspectives, 18: 84-91.

Mathwick C., Malhotra N. and Rigdon E. (2001). Experiential value: Conceptualization,

measurement and application in the catalog and internet shopping environment. Journal of Retailing, 77(1): 39-56.

Petermans A., Janssens W. and Van Cleempoel K. (2013). A holistic framework for

conceptualizing customer experiences in retail environment. International Journal of Design, 7(2): 1-18.

Pine B.J. and Gilmore J.H. (1998). Welcome to the experience economy. Harvard

Business Review, 76: 97-105.

Plé L. and Chumpitaz Cáceres R. (2010). Not always co-creation: introducing interactional co-destruction of value in service-dominant logic. Journal of Services

Marketing, 24(6): 430-437.

Pung J.M. and Del Chiappa G. (2019). An exploratory and qualitative study on the

meaning of transformative tourism and its facilitators and inhibitors. Forthcoming in European Journal of Tourism Research.

Pung J.M., Yung R., Khoo-Lattimore C. and Del Chiappa G. (2019). Transformative

travel experiences and gender: a double duoethnography approach. Current Issues in Tourism, 1-21. DOI: 10.1080/13683500.2019.1635091.

Reisinger Y. (2013). Connection between Travel, Tourism and Transformation. In:

Reisinger Y. (Ed.). Transformational Tourism: Tourist Perspectives (pp. 27-32). Oxfordshire, UK: CABI.

Ritchie J.R.B., Tung V.W.S. and Ritchie R.J.B. (2011). Tourism experience management

research: Emergence, evolution and future directions. International Journal of Contemporary Hospitality Management, 23(4): 419-438.

Schmitt B.H. (1999). Experiential Marketing. How to Get Customers to Sense, Feel,

Think, Act, Relate. New York: The Free Press.

Titz K. (2007). Experiential consumption: affect - emotions - hedonism. In Pizam A.

and Oh H. (Eds.). Handbook of Hospitality Marketing Management (pp. 324-352). Oxford: Butterworth-Heinemann.

Voorhees C.M., Fombelle P.W., Gregoire Y., Bone S., Gustafsson A., Sousa R. and 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: 269-280.

Williams A. (2006). Tourism and hospitality marketing: fantasy, feeling and fun.

International Journal of Contemporary Hospitality Management, 18(6): 482-495.

Wu C.H. and Liang R. (2009). Effect of experiential value on customer satisfaction with service encounters in luxury-hotel restaurants. International Journal of Hospitality Management, 28(4): 586-593.






Focus Section