Customer experience management: asking the right questions

Purpose: Customer experience is more critical than ever to firms’ successes and future growth opportunities. Typically measured through aggregate satisfaction scores, businesses have been criticised for oversimplifying what experience means. The article provides a new perspective on experience manag...

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Bibliographic Details
Main Authors: Ian Hodgkinson, Tom Jackson, Andrew West
Format: Default Article
Published: 2021
Subjects:
Online Access:https://hdl.handle.net/2134/13227653.v1
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