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It integrates existing literature on customer experience and its measurement with literature on commitment and satisfaction, offering both theoretical and practical perspectives. Findings outline multiple customer experience domains—cognitive, emotional, physical, sensorial, and social—showing why simplistic metrics cannot capture the whole experience. 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(2017) The interplay of customer experience and commitment. Journal of Services Marketing, 31 (2) . pp. 148-160. ISSN:  \n0887-6045  \n[https://doi.org/10.1108/JSM-09-2016-0337](https://doi.org/10.1108/JSM-09-2016-0337)  \n© 2017, Emerald Publishing Limited. This is an author produced version of a paper published in Journal of Services and Marketing. Uploaded in accordance with the publisher's self-archiving policy.  \nReuse  \nItems deposited in White Rose Research Online are protected by copyright, with all rights reserved unless indicated otherwise. They may be downloaded and/or printed for private study, or other acts as permitted by national copyright laws. The publisher or other rights holders may allow further reproduction and re-use of the full text version. This is indicated by the licence information on the White Rose Research Online record for the item.  \nTakedown  \nIf you consider content in White Rose Research Online to be in breach of UK law, please notify us by  \nemailing [eprints@whiterose.ac.uk](eprints@whiterose.ac.uk) including the URL of the record and the reason for the withdrawal request.  \nThe interplay of customer experience and commitment  \nTimothy Keiningham, Joan Ball, Sabine Benoit, Helen L. Bruce, Alexander Buoye, Julija Dzenkovska, Linda Nasr, Yi-Chun Ou, and Mohamed Zaki  \nTimothy L. Keiningham  \nJ. Donald Kennedy Endowed Chair in E-Commerce and Associate Professor of Marketing St. John’s University Peter J. Tobin College of Business  \n8000 Utopia Parkway Queens, NY 11439 Phone: +1 (201) 739-5303  \nE-mail: [tkeiningham@yahoo.com](tkeiningham@yahoo.com)  \nJoan Ball  \nAssistant Professor of Marketing  \nSt. John’s University Peter J. Tobin College of Business  \n8000 Utopia Parkway Queens, NY 11439 Phone: +1 (845) 234-5917  \n[E-mail:](E-mail: ballj@stjohns.edu)[ ](E-mail: ballj@stjohns.edu)[ballj@stjohns.edu](E-mail: ballj@stjohns.edu)  \nSabine Benoit  \nProfessor of Marketing  \nUniversity of Surrey, Surrey Business School Room 16MS03  \nGuildford, Surrey GU2 7XH, UK Phone: +44 (0) 1483 68 6338  \nE-mail: [s.benoit@surrey.ac.uk](s.benoit@surrey.ac.uk)  \nHelen L. Bruce  \nAssistant Professor of Marketing Alliance Manchester Business School The University of Manchester  \n3.57 MBS West | Booth Street West Manchester M15 6PB  \nPhone: +44 (0) 161 306 3475  \n[E-mail:](E-mail: helen.bruce@manchester.ac.uk)[ ](E-mail: helen.bruce@manchester.ac.uk)[helen.bruce@manchester.ac.uk](E-mail: helen.bruce@manchester.ac.uk)  \nAlexander Buoye  \nAssistant Professor of Marketing  \nFordham University Gabelli School of Business Lincoln Center Campus, Lowenstein Room 626A 113 W. 60th Street  \nNew York, NY 10023 Phone: +1 (212) 636-7483  \nE-mail: [abuoye@fordham.edu](abuoye@fordham.edu)  \nJulija Dzenkovska  \nNewcastle University Business School  \nNewcastle University  \n5 Barrack Road  \nNewcastle upon Tyne NE1 4SE, UK Phone: +44 (0) 191 208 1500  \nEmail: [j](j.dzenkovska1@newcastle.ac.uk)[.dzenkovska1@newcastle.ac.uk](j.dzenkovska1@newcastle.ac.uk)  \nLinda Nasr  \nAssistant Professor of Marketing Texas State University  \n601 University Drive San Marcos, Texas 78666 Phone: +1 (512) 245-7915  \nEmail: [linda.nasr@txstate.edu](linda.nasr@txstate.edu)  \nYi-Chun Ou  \nAssistant Professor of Marketing University of Leeds  \nMaurice Keyworth Building, Moorland Rd.  \nLeeds, LS6 1AN, United Kingdom +44 (0) 113 343 3027  \n[Y.Ou@leeds.ac.uk](Y.Ou@leeds.ac.uk)  \nMohamed Zaki  \nResearch Associate Institute for Manufacturing University of Cambridge Camb","cbCaibCJy6XMSZKJ","https://ap.wps.com/l/cbCaibCJy6XMSZKJ","pdf",557059,53,"English","# Structured Abstract\n## Purpose\n## Design/methodology/approach\n## Findings\n## Practical implications\n## Originality/value\n## Article Type and Keywords","[{\"question\":\"What is the purpose of the research on customer experience and commitment?\",\"answer\":\"The research examines customer experience through customer commitment and provides a framework for future research into their intersection.\"},{\"question\":\"How is the customer experience concept analyzed in the paper?\",\"answer\":\"It integrates existing literature on customer experience measurement with literature on customer commitment and customer satisfaction to develop theoretical and practical perspectives.\"},{\"question\":\"What do the findings suggest about measuring customer experience?\",\"answer\":\"Customer experience spans cognitive, emotional, physical, sensorial, and social domains, making simplistic metrics insufficient for capturing the full set of experiences.\"}]","The interplay of customer experience and commitment - Accepted Version - Article metadata and structured abstract | PDF",134]