Helen Perks

TL;DR: In this article, the authors investigated whether there is a direct relationship between brand experience and brand trust or whether there are indirect relationships via satisfaction or brand familiarity, and the results of an empirical study of e-consumer behavior show that brand trust is achieved through the following dimensions operating and interrelating as antecedent constructs: first, various brand experiences and the search for information, secondly, a high level of brand familiarity and thirdly, customer satisfaction based on cognitive and emotional factors.

TL;DR: This article empirically explores the nature of the role of design in the new product development process through a six-month interview program carried out with mid-size to large U.K. manufacturing companies.

TL;DR: In this article, the authors provide directions for future research on: broadening the role of customers in customer experience, taking a practice-based approach to customer experience and recognizing the holistic, dynamic nature of customer experience across all touch points and over time.

TL;DR: In this paper, the authors present the results of a detailed case-study investigation of co-creation in radical service innovation, focusing on the emergence of a radical telematics-based motor insurance service.

TL;DR: In this article, the authors conducted a Delphi methodology with 20 leading innovation researchers to examine the likely dimensions of NPD and corresponding definitions to validate the NPD practices framework originally proposed by Kahn, Barczak, and Moss.