-Berry, L. L., Seiders, K., & Grewal, D. (2002). Understanding service convenience. Journal of marketing, 66(3), 1-17.
-Berry, L.L., Carbone, L.P. (2007). Build Loyalty through Experience. Quality progress, 40, 9.
- Brakus, J.J., Schmitt, B.H., & Zarantonello, L. (2009). Brand experience: what is it? How is it measured? Does it affect loyalty?. Journal of marketing, 73(3), 52-68.
-Caceres, R.C., Paparoidamis, N.G. (2007). Service quality, relationship satisfaction, trust, commitment and business to business loyalty. European Journal of Marketing, Vol. 41 No. 7/8, 836-867.
-Daghfous, A., Barkhi, R. (2009). The strategic management of information technology in UAE hotels: An exploratory study of TQM. SCM, and CRM implementations. Technovation, 29(9), 588-595.
-Dick,A.S., Basu, K. (1994). Customer loyalty: toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99-113.
-Fuentes, S. (2009). Customer Experience Management: What it means to the financial services industry. Cognizant CRM Insight.
-Glaser, B.G., Strauss, A.L., & Strutzel, E. (1968). The discovery of grounded theory; strategies for qualitative research. Nursing research, 17(4), 364-365.
-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.
-Golrod, P., Hosseini, M., Asgari, E. (2016). The Impact of Customer Experience Management on Repetition of Purchasing Case Mining: Good Father Chain Restaurants in Tehran. Comprehensive Conference on Management and Accounting, Secretariat of Comprehensive Conference on Management and Accounting. Tehran, in Persian.
- Grønholdt, L., Martensen, A., Jørgensen, S., & Jensen, P. (2015). Customer experience management and business performance. International Journal of Quality and Service Sciences.
-Heshmati, E., Saeidnia, H., Badizadeh,A. (2017). Designing an appropriate model of customer experience management with emphasis on related indicators in the field of banking services. 10th International Conference on Economics and Management, Rasht, Islamic Azad University, Rasht Branch, in Persian.
-Hwang, J., Seo, S. (2016). A critical review of research on customer experience management: Theoretical, methodological and cultural perspectives. International Journal of Contemporary Hospitality Management, 28(10), 2218-2246.
-Jain, R., Aagja, J., Bagdare, S. (2017). “Customer experience–a review and research agenda. Journal of Service Theory and Practice, 27(3), 642-662.
- Johnson, M.D., Gustafsson, A., Andreassen, T. W., Lervik, L., Cha, J. (2001). The evolution and future of national customer satisfaction index models. Journal of Economic Psychology, 22(2), 217-245.
- Kamaladevi, B. (2010). Customer experience management in retailing. Business Intelligence Journal, 3(1), 37-54.
- Keiningham, T., Ball, J., Benoit, S., Bruce, H. L., Buoye, A., Dzenkovska, J., Zaki, M. (2017). The interplay of customer experience and commitment. Journal of Services Marketing, 31(2), 148-160.
-Kranzbühler, A.M., Kleijnen, M.H., Morgan, R. E., Teerling, M. (2018). The multilevel nature of customer experience research: an integrative review and research agenda. International Journal of Management Reviews, 20(2), 433-456.
-Lemon, K.N., Verhoef, P.C. (2016). Understanding customer experience throughout the customer journey. Journal of marketing, 80(6), 69-96.
-Longo,M., Mura,M. (2011).”The effect of intellectual capital on employees’ satisfaction and retention. Information & Management, 48(7), 278-287,DOI: 10.1016/j.im.2011.06.005
- Maleki,M., Sehat,S. (2017). Investigating the Impact of Customer Experience Management on Business Performance Considering the Mediating Role of Competitive Advantage Study: Members of Social Insurance Fund for Farmers. Villagers and Nomads of Tehran Province, 2nd International Conference and 4th National Conference on Management Research and Humanities in Iran, Modbar Management Research Institute, Tehran, in Persian.
- Mataleh, M., Pirzad, A. (2018). Investigating the Impact of Customer Relationship Management, Service Quality and Brand Image on Customer Loyalty (Case Study: Islamic Republic of Iran Airlines). Fifth National Conference on Applied Research in Management and Accounting, Iran Management Association, Tehran, in Persian.
- Manvarian, A., Musa Khani, M., Akhavan, P., Asgari, N. (2012). Provide a model of human-social infrastructure empowering knowledge management practices. Information Technology Management, 4 (10), 159-178, in Persian.
-Mohammadi Javidi, P., Nourbakhsh, S. K. (2017). A Study of Relationship Marketing Executive Tactics and Its Impact on the Loyalty of Customers Studied by Airlines.
The Second International Conference on New Research in Management, Economics and Development, Ahura Yekta Hooshmand Technologists Company, University of Georgia and with the participation of Iranian universities, Tbilisi, in Persian.
-Mohammadi, S. M., Biyabani, M. (2017). Customer Experience Management (CEM); Customer Satisfaction and Loyalty in Banks, Study of Necessities and Requirements, 2nd International Conference on Management and Accounting. Salehan Institute of Higher Education, Tehran, in Persian.
- Mohammadi,V., Kazemi Manesh, M. (2017). Relationship between B2B Customer Relationship Programs in Loyalty and Satisfaction (Case Study: Mobinnet Communication Company). 3rd International Conference on Management, Accounting and Knowledge-Based Economics with Emphasis on Resistance Economics, Allameh Majlisi University, Tehran, in Persian.
-Pakzad, E., Jafarpanah, R. (2016). Investigating the Impact of Different Departments of Customer Experience Management on Customer Loyalty in Educational Organizations (Case Study: Hunam Irene Sustainable Management Development Company). 3rd International Management and Economics Conference, Mashhad, in Persian.
- Pine, B. J., Gilmore, J. H. (1998). Welcome to the experience economy. Harvard Business Review, Reprint No.98407, 97-105.
-Poulsson, S. H., Kale, S.H. (2004). The experience economy and commercial experiences. The Marketing Review, 4(3),
267-277.
-Rais, N. M., Musa, R., Muda, M. (2016). Reconceptualisation of customer experience quality (CXQ) measurement scale. Procedia Economics and Finance, 37, 299-303.
-Shaw, C. (2007). The DNA of customer experience: How emotions drive value. New York, NY: Palgrave Macmillan.
-Strauss, A., Corbin, J. (2008). Basics of qualitative research. Translated by Mohammadi, Biok, and Tehran: Human Science & Cultural Studies Center Publication. Sugrue, C. (2015). Principal Professional Learning: Sources of Sustenance, 93-120.
-Taqzadeh, E., Nasehifar, V., Alizadeh Meshkani, F. (2017). Identifying and Prioritizing Factors Affecting Customer Behavioral Loyalty in Airlines. The First National Conference on New Thoughts in Business Management, University of Science and Culture, Tehran, in Persian.
