دور التسويق المؤثر في تعزيز إدارة خبرة الزبون

-. Andajani, E. (2015). Understanding customer experience management in retailing. Procedia-Social and Behavioral Sciences, 211, 629-633.‏

- . Lou, C., & Yuan, S. (2019). Influencer marketing: how message value and credibility affect consumer trust of branded content on social media. Journal of Interactive Advertising, 19(1), 58-73.‏

-Babin, B. J., Darden, W. R., & Griffin, M. (1994). Work and/or fun: measuring hedonic and utilitarian shopping value. Journal of consumer research, 20(4), 644-656

-Brown, D., & Fiorella, S. (2013). Influence marketing: How to create, manage, and measure brand influencers in social media marketing. Que Publishing.‏

-Brown, D., & Hayes, N. (2008). Influencer marketing. Routledge.‏

-Carù, A., & Cova, B. (2003). Revisiting consumption experience: A more humble but complete view of the concept. Marketing theory, 3(2), 267-286

-DAS, N; Hota, K, (2014)" aconceptual study on customer experience management " IJMBS vol,4,issut 3, July.

- Fay B., et.al. (2013): Influencer Handbook. The Who, What, When, Where, How and Why of Influencer marketing

-Gentile, C., Spiller, N., & Noci, G. (2007). How to sustain the customer experience:: An overview of experience components that co-create value with the customer. European management journal, 25(5), 395-410.

-Halkear, R. (2017). The integration of influencer marketing into social media strategies (Doctoral dissertation, University of Cape Town).

-Henderson, P. W., & Peterson, R. A. (1992). Mental accounting and categorization. Organizational Behavior and Human Decision Processes, 51(1), 92-117.‏

-Himmelman, A. T. (2001). On coalitions and the transformation of power relations: Collaborative betterment and collaborative empowerment. American journal of community psychology, 29(2), 277.‏

-Hoffman, Martin L. (1986), “Affect, Cognition, and Motivation,” in Handbook of Motivation and Cognition: Foundations of Social Behavior, Richard M. Sorrentino and Edward Tory Higgins, eds. New York: Guilford Press, 244-80

- Hu, Z. Z., Causon, D. M., Mingham, C. G., & Qian, L. (2011). Numerical simulation of floating bodies in extreme free surface waves. Natural Hazards and Earth System Sciences, 11(2), 519-527.

-Hultén, B., Broweus, N., & Dijk, M. V. (2009). The Sound Sense. In Sensory Marketing (pp. 67-86). Palgrave Macmillan, London.‏

-Kennan, W. R., Hazleton, V., Janoske, M., & Short, M. (2008). The influence of new communication technologies on undergraduate preferences for social capital formation, maintenance, and expenditure. Public Relations Journal, 2(2), 1-21

-Kennan, W. R., Hazleton, V., Janoske, M., & Short, M. (2008). The influence of new communication technologies on undergraduate preferences for social capital formation, maintenance, and expenditure. Public Relations Journal, 2(2), 1-21.‏

-Khamis, S., Ang, L., & Welling, R. (2017). Self-branding,‘micro-celebrity’and the rise of social media influencers. Celebrity studies, 8(2), 191-208.

-Kotler, P., Kartajaya, H., & Setiawan, I. (2012). Marketing 3.0: From products to customers to the human spirit. In Marketing wisdom (pp. 139-156). Springer, Singapore.

-Lin, H. C., Bruning, P. F., & Swarna, H. (2018). Using online opinion leaders to promote the hedonic and utilitarian value of products and services. Business horizons, 61(3), 431-442

-Liu, Y., Hu, Z., Gao, S., Günther, D., Xu, J., Gao, C., & Chen, H. (2015). In situ analysis of major and trace elements of anhydrous minerals by LA-ICP-MS without applying an internal standard. chemical Geology, 257(1-2), 34-43.

-Lusch, R. F., & Vargo, S. L. (2009). Service-dominant logic—a guiding framework for inbound marketing. Marketing Review St. Gallen, 26(6), 6-10

-Nasution, R. A., Sembada, A. Y., Miliani, L., Resti, N. D., & Prawono, D. A. (2014). The customer experience framework as baseline for strategy and implementation in services marketing. Procedia-Social and Behavioral Sciences, 148, 254-261

-O’Hern, M. S., & Rindfleisch, A. (2010). Customer co-creation: a typology and research agenda. Review of marketing research, 6(1), 84-106.‏

-Orth, U. R., & Malkewitz, K. (2008). Holistic package design and consumer brand impressions. Journal of marketing, 72(3), 64-81

-Palmer, A. (2010). Customer experience management: a critical review of an emerging idea. Journal of Services marketing

-Peterson, S. , Walumbwa, F. , Avolio, B. & Hannah, S. (2012) " The relationship between authentic leadership and follower job performance: The mediating role of follower positivity in extreme contexts " The Leadership Quarterly 23 , pp.502–516.

-Pieper, S. (2011). Welche Wege führen nach Rom?–Strategien für indirekte Kundenkommunikation. In IT-Berater und soziale Medien (pp. 13-20). Springer, Berlin, Heidelberg-

-Pine, B. J., & Gilmore, J. H. (1998). Welcome to the experience economy

-Prahalad, C. K., & Ramaswamy, V. (2004). Co-creation experiences: The next practice in value creation. Journal of interactive marketing, 18(3), 5-14.‏

-Roser, T., Samson, A., Humphreys, P., & Cruz-Valdivieso, E. (2009). New pathways to value: Co-creating products by collaborating with customers

-Saunders, M., Lewis, P., & Thornhill, A. (2009). " Research methods for business students " 5th ed , Pearson Education Limited : Prentice Hall , England , P.459

-Schmitt, Berndh, (2000)," Customer experience management, a revolutionary.

-Senft, T. M. (2008). Microcelebrity and the branded self. A companion to new media dynamics, 11, 346-354.‏

-Shaw, C., & Ivens, J. (2002). Building great customer experiences (Vol. 241). London: Palgrave

-Singh, Shiv & Diamond Stephanie. 2012, Social Media Marketing For Dummies. 130 pages.

-Singh,V., (2016) " Perceptions of emission reduction potential in air transport : a structural equation modeling approach ", Environ Syst Decis 36 , P. 388 .

-Sudha, M., & Sheena, K. (2017). Impact of influencers in consumer decision process: the fashion industry. SCMS Journal of Indian Management, 14(3), 14-30.‏

-Tynan, C., & McKechnie, S. (2009). Experience marketing: a review and reassessment. Journal of marketing management, 25(5-6), 501-517

-Van Dyne, L., Ang, S., Ng, K. Y., Rockstuhl, T., Tan, M. L., & Koh, C. (2012). Sub‐dimensions of the four factor model of cultural intelligence: Expanding the conceptualization and measurement of cultural intelligence. Social and personality psychology compass, 6(4), 295-313.‏

-Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., & Schlesinger, L. A. (2008). Customer experience creation: Determinants, dynamics and management strategies. Journal of retailing, 85(2), 32-40

-Williams, B. J. (2003). Williams. LR, Trimborn, AM, Martinez, RE, Hayes,. PL, Jimenez, JL, Kreisberg, NM, Hering, SV, Worton, DR, Goldstein, AH, and Worsnop, D. R.: The First Combined Thermal Desorption Aerosol Gas Chromatograph–Aerosol Mass Spectrometer (TAG-AMS), Aerosol Sci. Tech, 48, 358370.‏

-Woods, J. A. (Ed.). (1999). Best practices in customer service. AMACOM Div American Mgmt Assn.

-Yang, Z. H., Zhou, Y. H., Sang, S. B., Feng, Y., & Wu, H. Q. (2005). Lithium insertion into multi-walled raw carbon nanotubes pre-doped with lithium. Materials chemistry and physics, 89(2-3), 295-299.‏