Customer experience is the key determinant of service quality evaluation and  creating superior customer experiences is now seen as a key objective for service organizations

http://networks.nokia.com/portfolio/products/customer-experience-management

Customer experience is a significant concept that determines whether a customer would market the company's products and service via what is known as PWOM - positive word of mouth marketing.

Many things are involved. You can find the following presentation useful too:

1. https://www.researchgate.net/publication/275966994_Managing_Customer%27s_Expectations

Research Managing Customer's Expectations

You should read Arnold and Price's River Magic paper in the Journal of Consumer Research. There's also a nice edited book on Exceptional Customer Experiences edited by Adam Lindgreeen that's well worth a look 

Hi,

I send you several publications regarding CEM. I hope they will be useful to you.

Best regards,

Igor 

Hi Paul, our latest research paper can help you and you can access this online exactly two weeks from  today: Wali and Wright (2016) " Customer relationship management and service quality: Influences in Higher Education. Journal of Customer Behaviour, 15(1), Spring.

Thanks and good luck