Moving the customer experience field forward : introducing the touchpoints, context, qualities (TCQ) nomenclature
Year of publication: |
2020
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Authors: | De Keyser, Arne ; Verleye, Katrien ; Lemon, Katherine N. ; Keiningham, Timothy ; Klaus, Philipp |
Published in: |
Journal of service research. - London : Sage Periodicals Press, ISSN 1552-7379, ZDB-ID 2020788-8. - Vol. 23.2020, 4, p. 433-455
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Subject: | customer experience | customer experience management | customer journey | experience context | experience qualities | experience stages | marketing strategy | touchpoints | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Marketingmanagement | Marketing management | Experiment |
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