期刊
JOURNAL OF SERVICES MARKETING
卷 29, 期 6-7, 页码 430-435出版社
EMERALD GROUP PUBLISHING LTD
DOI: 10.1108/JSM-01-2015-0054
关键词
Dynamic; Customer experience; Practice-based approach; Customer role; Holistic
类别
Purpose - The purpose of this paper is to 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. Design/methodology/approach - The approach is conceptual identifying current gaps in research on customer experience. Findings - The findings include a set of research questions and research agenda for future research on customer experience. Originality/value - This research suggests fresh perspectives for understanding the customer experience which can inspire future research and advance theory and managerial practice.
作者
我是这篇论文的作者
点击您的名字以认领此论文并将其添加到您的个人资料中。
推荐
暂无数据