Fresh perspectives on customer experience

Fresh perspectives on customer experience

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...

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Bibliographic Details
Main Authors: Janet R. McColl-Kennedy, Anders Gustafsson, Jaakkola Jaakkola, Philipp Klaus, Zoe Radnor, Helen Perks, Margareta Friman
Format: Default Article
Published: 2015
Subjects:
Other commerce, management, tourism and services not elsewhere classified
Dynamic
Customer experience
Practice-based approach
Customer role
Holistic
Business and Management not elsewhere classified
Online Access:https://hdl.handle.net/2134/19348
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https://hdl.handle.net/2134/19348

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