A framework to improve the digital customer experience in complex services
Year of publication: |
2024
|
---|---|
Authors: | Kandil, Omnia ; Dessart, Laurence ; Standaert, Willem ; Bosma, Maarten |
Published in: |
Services marketing quarterly. - Philadelphia, PA : Routledge, Taylor & Francis Group, ISSN 1533-2977, ZDB-ID 2113057-7. - Vol. 45.2024, 1, p. 25–54
|
Subject: | B2B2C distribution model | complex services | Customer experience | customer journey | digitalization | Digitalisierung | Digitization | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour |
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