Sahhar, Yasin; Loohuis, Raymond; Henseler, Jörg - In: Journal of Service Theory and Practice 33 (2023) 7, pp. 94-115
Purpose Customer experience has become a vital premise in service theory and practice. Despite researchers' and managers' growing interest, the customer experience remains a complex and multidimensional concept that is challenging for service providers to understand. This study aims to graph the...