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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Main Authors: | , , |
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Format: | Default Article |
Published: |
2021
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Subjects: | |
Online Access: | https://hdl.handle.net/2134/13227653.v1 |
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