In the retail industry, customer experience over time is the overall customer perception after making transactions with retailers. This concept has been increasingly important since it can help retailers to gain competitive advantages. However, there has been a lack of studies investigating how...

Services industries are diverse, and range from the full service-only dimension through to services that support a product. In almost all cases the service involves capturing, or engaging with, the customer. A Service Value Networks (SVNs) approach offers a new way to engage with the customer....