مدیریت تجربه مشتریان با هدف کسب مزیت رقابتی در صنعت خودروسازی ایران (با استفاده از رویکرد مدل معادلات ساختاری)

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Alkitbi, S. S., Alshurideh, M., Al Kurdi, B., & Salloum, S. A. (2021, 2021//). Factors Affect Customer Retention: A Systematic Review. Proceedings of the International Conference on Advanced Intelligent Systems and Informatics 2020, Cham.

Auniel, E., & Mokaya, S. O. (2018). Factors Affecting Customer Retention in Commercial Banks In Tanzania; A Case Of Azania Bank Arusha. International Journal of Scientific Research and Management (IJSRM), 6(04), EM-2018-2243-2249. https://doi.org/10.18535/ijsrm/v6i4.em02

Banik, S., & Sinha, P. (2022). A Study Of The Factors Influencing The Acquisition And Retention Of Customers In The Indian Telecommunications Industry: Systematic Analysis Using The SPSS Model. Journal of Pharmaceutical Negative Results, 422-435. https://doi.org/10.47750/pnr.2022.13.S09.50

Darvishi, m. (2022). Investigating the effect of marketing mix factors (product, price, after-sales service, location) on customer retention by considering the mediating role of perceived customer value (Case study: customers of Digistyle clothing online store. Journal of Intelligent Marketing Management, 2(6), 93-106. https://www.jnabm.ir/article_251717.htmlhttps://www.jnabm.ir/article_251717_69e11373b95a906dbdcdf0d784f1b6b8.pdf

Dassanayake, D., & Herath, R. (2020). Factors Affecting on Customer Retention in Mobile Telecommunication Industry in Sri Lanka. https://www.researchgate.net/publication/345805525_Factors_Affecting_on_Customer_Retention_in_Mobile_Telecommunication_Industry_in_Sri_Lanka

Elsafty, A., & Hesham, S. (2025). Impact of AI on Customer Experience in E-commerce in Egypt. International Journal of Business Administration, 16(1). https://doi.org/10.5430/ijba.v16n1p16

Giang, N. T. P., Hung, D. M., Huong, T. T., Quyên, H. T. T., Thơm, N. T., Tran, T. B., & Dong, T. T. (2025). Researching User Experience With Artificial Intelligence Application for Customer Care Services on E-Commerce Platform. Jurnal Ekonomi Perusahaan, 31(2), 149-174. https://doi.org/10.46806/jep.v31i2.1319

Hossain, A., Chowdhury, R., & Jahan, N. (2018). Customer Retention and Telecommunications Services in Bangladesh. International Journal of Asian Social Science, 7(11), 921-930. https://doi.org/10.18488/journal.1.2017.711.921.930

Kandampully, J., & Solnet, D. (2018). Service management principles : for hospitality and tourism (Third edition ed.). Kendall Hunt Publishing Company Dubuque, IA. https://search.worldcat.org/title/1052445910

Kandampully, J., Zhang, T., & Jaakkola, E. (2018). Customer experience management in hospitality. International Journal of Contemporary Hospitality Management, 30(1), 21-56. https://doi.org/10.1108/IJCHM-10-2015-0549

Klink, R. R., Zhang, J. Q., & Athaide, G. A. (2018). Designing a Customer Experience Management Course. Journal of Marketing Education, 42(2), 157-169. https://doi.org/10.1177/0273475318818873

Kumar, J. (2023). How Phygital Customers’ Experience Transforms the Retail Banking Sector? Examining Customer Engagement and Patronage Intentions. Competitiveness Review an International Business Journal Incorporating Journal of Global Competitiveness, 34(1), 92-106. https://doi.org/10.1108/cr-04-2023-0076

Kumar, J., Rana, S., Rani, G., & Rani, V. (2024). How physical customers’ experience transforms the retail banking sector? Examining customer engagement and patronage intentions. Competitiveness Review: An International Business Journal, 34(1), 92-106. https://doi.org/10.1108/CR-04-2023-0076

Long, K., & Sook Fern, Y. (2025). From Side Effects to Work Attitudes Influencing Customer Service Quality: Moderating Impacts of Work Experience in Banking Industry. International Journal of Quality and Service Sciences.

Mohaimani, M., Heidarzadeh Hanzaee, K., & Mansourian, Y. (2019). A Phenomenological Look to the Meaning of the Lived Experience of Confusion in Product Selection. Journal of Business Management, 11(3), 609-630. https://doi.org/10.22059/jibm.2018.259624.3088

Mohammadian, M., & Naeli, M. (2019). Analyzing Customer Experience and its Status in Marketing Literature. Commercial Surveys, 17(94-95), 85-103. https://barresybazargani.itsr.ir/article_36007.htmlhttps://barresybazargani.itsr.ir/article_36007_a0260e7626efe78c875d72f49d3b7926.pdf

Nasehi Far, v., Dehdashti Shahrokh, Z., Mohammadian, M., & Allahverdi, M. (2021). The Multilevel Model of Customer Experience Management in E-Banking Services. New Marketing Research Journal, 11(2), 1-26. https://doi.org/10.22108/nmrj.2021.123556.2158

Parrish, R., & Manning, H. (2017). Improving CX Through Business Discipline Drives Growth. https://www.forrester.com/report/improving-cx-through-business-discipline-drives-growth/RES137906

Parsakia, K., & Jafari, M. (2023). Strategies for Enhancing Customer Engagement Using Artificial Intelligence Technologies in Online Markets. Journal of Technology in Entrepreneurship and Strategic Management (JTESM), 2(1), 49-69. https://doi.org/10.61838/kman.jtesm.2.1.6

Rahimi Baghmalek, J., Haghighi, M., & Mira, S. A. (2019). Developing a Loyalty Model Based on the Customers’ Experience in Hotel Industry Using Grounded Theory Strategy. Journal of Business Management, 11(1), 125-140. https://doi.org/10.22059/jibm.2018.218111.2306

Saeedi, f., Danaei, a., & Zargar, s. m. (2021). A Stepwise Model of Customer Experience Management for Iranian ICT Sector. MBRI, 16(1), 115-134. https://doi.org/10.52547/jme.16.1.115

Seyedi, S. S., & Darroudi, A. (2020). Customer Retention Plan (A Case Study for a Recruitment Agency in B2C and B2B Services Context). Journal of New Research Approaches in Management and Accounting, 4(46), 37-52. https://www.magiran.com/paper/2218166

Sharma, V., Joseph, S., & Poulose, J. (2018). Determinants of consumer retention strategies for telecom service industry in Central India. Problems and Perspectives in Management, 16, 306-320. https://doi.org/10.21511/ppm.16(2).2018.28

Siow, J. S., Teoh, B. A., Ong, C. Z., & Chee, K. X. (2025). The Impact of AI Chatbot Adoption on Customer Experience in E-Retailing. Issues and Perspectives in Business and Social Sciences, 5(1), 27-36. https://doi.org/10.33093/ipbss.2025.5.1.3

Sugiato, B., Riyadi, S., & Budiarti, E. (2023). The effects of customer relationship management, service quality and relationship marketing on customer retention: The mediation role of bank customer retention in Indonesia. Accounting, 9, 85-94. https://doi.org/10.5267/j.ac.2022.12.004

Viriri, P., & Phiri, M. (2017). Customer Retention Strategies Applicable to Zimbabwe Telecommunication Industry (A Customer Relationship Management Perspective). Journal of Economics, 8(1), 50-53. https://doi.org/10.1080/09765239.2017.1317513

Zare, J., & Mokhtari, H. (2021). Investigating the components affecting customer experience in Khorasan Razavi Telecommunication Company. Journal of Strategic Management Studies, 12(46), 173-187. https://www.smsjournal.ir/article_108144.html