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Lookup NU author(s): Dr Anton Siebert, Professor Andrew Lindridge
This work is licensed under a Creative Commons Attribution 4.0 International License (CC BY 4.0).
Customer experience management (CXM) research is increasingly concerned with the long-term evolution of customer experience journeys across multiple service cycles. A dominant smooth journey model makes customers’ lives easier, with a cyclical pattern of predictable experiences that builds customer loyalty over time, also known as a loyalty loop. An alternate sticky journey model makes customers’ lives exciting, with a cyclical pattern of unpredictable experiences that increases customer involvement over time, conceptualized here as an involvement spiral. Whereas the smooth journey model is ideal for instrumental services that facilitate jobs to be done, the sticky journey model is ideal for recreational services that facilitate never-ending adventures. To fit the flow of each journey type, firms are advised to highlight purchase opportunities during the initial service cycles of smooth journeys or the subsequent service cycles of sticky journeys. In multi-service systems, firms can sustain customer journeys by interlinking loyalty loops and involvement spirals. The article concludes with new journeycentered questions for CXM research as well as branding research, consumer culture theory, consumer psychology, and transformative service research.
Author(s): Siebert A, Gopaldas A, Lindridge AM, Simoes C
Publication type: Article
Publication status: Published
Journal: Journal of Marketing
Year: 2020
Volume: 84
Issue: 4
Pages: 45-66
Print publication date: 01/07/2020
Online publication date: 13/05/2020
Acceptance date: 01/04/2020
Date deposited: 08/04/2020
ISSN (print): 0022-2429
ISSN (electronic): 1547-7185
Publisher: Sage
URL: https://doi.org/10.1177/0022242920920262
DOI: 10.1177/0022242920920262
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