Chapter 10: Extending Value: People, Process, and Presence in the Customer Experience

Creating Effective Online Customer Experiences

Alexander Bleier, Colleen M. Harmeling, Robert W. Palmatier (2019). Creating Effective Online Customer Experiences, Journal of Marketing, 83 (2), 98–119.

 Service Robots Rising: How Humanoid Robots Influence Service Experiences and Elicit Compensatory Consumer Responses

Martin Mende, Maura L. Scott, Jenny van Doorn, Dhruv Grewal, Ilana Shanks  (2019). Service Robots Rising: How Humanoid Robots Influence Service Experiences and Elicit Compensatory Consumer Responses, Journal of Marketing Research, 56 (4), 535–556.

Mapping Time: How the Spatial Representation of Time Influences Intertemporal Choices

Marisabel Romero, Adam W. Craig, Anand Kumar (2019). Mapping Time: How the Spatial Representation of Time Influences Intertemporal Choices, Journal of Marketing Research, 56 (4), 620–636.