Articles

I International Workshop on current trends in customer experience in the retail and services industries (CTCEX 2021)

The University of Zaragoza (Spain) and the GENERES research group are proud to announce the “I International Workshop on Current Trends in Customer Experience in the Retail and Services Industries”. This workshop will be hosted for academic researchers and practitioners in the field of customer experience, providing a forum to review and discuss current trends in the retail and services industries.

The CTCEX 2021 workshop will be held on October 7-8, 2021. Given the health conditions due to COVID-19, the event will be organized virtually; participation is free of charge.

Researchers interested in participating in the workshop are invited to submit an extended abstract (maximum 1,000 words, excluding tables, figures and references) of their academic work to this email address: This email address is being protected from spambots. You need JavaScript enabled to view it., indicating “Submission to CTCEX 2021”

Authors are invited to submit original work in all areas related to current trends in customer experience. CTCEX 2021 welcomes both theoretical and empirical submissions.

In keeping with the theme, topics of interest for this workshop include, but are not limited to, the following areas:

• Customer experience (considering its antecedents or consequences in the short or long term, such as equity drivers, past experiences, customer retention, customer relationship expansion, etc.).
• Customer journey (from a conceptual or empirical point of view).
• The analysis of touchpoints considering all possibilities: firm-initiated contacts, customer-initiated contacts, customer-to-customer interactions, customer-to-objects interactions, social or external touchpoints.
• The study of customer complaints and service recovery processes and their impact on customer experience.
• The impact of emerging technology (artificial intelligence, virtual reality, augmented reality, wearables, and the Internet of Things) on customer experience.
• Service innovation design and customer experience co-creation.
• The impact of COVID-19 on customer experience.
• Customer experience in services, such as tourism and hospitality industries during COVID-19.
• How can firms improve customer experience in today’s age of omni-channel shopping?

More information: http://generes.unizar.es/es/ctcex-2021/

Deadline:

• July 16, 2021: Submission deadline
• July 30, 2021: Notification of acceptance sent to corresponding authors
• September 13, 2021: Registration deadline for attendance (CTCEX 2021 is free of charge for partipants).
• October 7-8, 2021: Virtual Workshop

Chairs:

• Iguácel Melero (Associate Professor at the University of Zaragoza. Associate Editor, UCJC Business & Society Review)
• Jesús Cambra-Fierro (Full Professor at the University Pablo de Olavide. Editorial Board, Service Business)