000162210 001__ 162210
000162210 005__ 20251017144612.0
000162210 0247_ $$2doi$$a10.1016/j.jretai.2025.05.004
000162210 0248_ $$2sideral$$a144773
000162210 037__ $$aART-2025-144773
000162210 041__ $$aeng
000162210 100__ $$aGao, Lily (Xuehui)
000162210 245__ $$aThe role of customer experience dimensions in expanding customer–firm relationships: A customer expansion journey approach
000162210 260__ $$c2025
000162210 5060_ $$aAccess copy available to the general public$$fUnrestricted
000162210 5203_ $$aExpansion of customer–firm relationships has become crucial for firms to ensure survival and growth. However, siloed management of multiple expansion behaviors represents the dominant approach in academic research and business practice. This study advocates an expansion as a journey approach, where the customer expansion process is modeled through a customer expansion journey comprising a number of states that can be inferred from customer expansion behavioral manifestations and that represent varying intensities in the interdependencies and ties between the customer and the firm. In addition, we adopt a multidimensional view of the customer experience and investigate the roles of the various experience dimensions (i.e., recency, peak, trend, and fluctuation) in determining consumers’ upward and downward movements along the expansion journey at different rates. Using a uniquely rich dataset in the Spanish telecom market for a representative sample of 12,496 customers over four years, and applying advanced hidden Markov modeling techniques, we provide an empirical illustration of the proposed framework. We derive novel theoretical and practical insights into the multifaceted and dynamic customer expansion process, its underlying states, and the role of customer experience dimensions in the transitions across states.
000162210 536__ $$9info:eu-repo/grantAgreement/ES/AEI/PID2023-148215-100$$9info:eu-repo/grantAgreement/ES/DGA/S54-23R$$9info:eu-repo/grantAgreement/ES/MICINN/PID2020-114874GB-I00$$9info:eu-repo/grantAgreement/EUR/MICINN/TED2021-130861A-I00
000162210 540__ $$9info:eu-repo/semantics/openAccess$$aby$$uhttps://creativecommons.org/licenses/by/4.0/deed.es
000162210 655_4 $$ainfo:eu-repo/semantics/article$$vinfo:eu-repo/semantics/publishedVersion
000162210 700__ $$0(orcid)0000-0002-2620-0639$$aMelero-Polo, Iguácel$$uUniversidad de Zaragoza
000162210 700__ $$0(orcid)0000-0001-5321-8052$$aSese, F. Javier$$uUniversidad de Zaragoza
000162210 7102_ $$14011$$2095$$aUniversidad de Zaragoza$$bDpto. Direc.Mark.Inves.Mercad.$$cÁrea Comerci.Investig.Mercados
000162210 773__ $$g(2025), 25 pp.$$pJ. retail.$$tJOURNAL OF RETAILING$$x0022-4359
000162210 8564_ $$s1804487$$uhttps://zaguan.unizar.es/record/162210/files/texto_completo.pdf$$yVersión publicada
000162210 8564_ $$s1969745$$uhttps://zaguan.unizar.es/record/162210/files/texto_completo.jpg?subformat=icon$$xicon$$yVersión publicada
000162210 909CO $$ooai:zaguan.unizar.es:162210$$particulos$$pdriver
000162210 951__ $$a2025-10-17-14:18:05
000162210 980__ $$aARTICLE