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Service innovation in e-commerce last mile delivery : mapping the e-customer journey
Vakulenko, Yulia; Shams, Poja; Hellström, Daniel; … - In: Journal of business research : JBR 101 (2019), pp. 461-468
Persistent link: https://www.econbiz.de/10012103423
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How do you feel today? : managing patient emotions during health care experiences to enhance well-being
McColl-Kennedy, Janet R.; Danaher, Tracey S.; Gallan, … - In: Journal of business research : JBR 79 (2017), pp. 247-259
Persistent link: https://www.econbiz.de/10011745308
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Personalized touchpoints and customer experience : a conceptual synthesis
Weidig, Jakob; Weippert, Marco; Kuehnl, Christina - In: Journal of business research : JBR 177 (2024), pp. 1-13
Persistent link: https://www.econbiz.de/10014551992
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Customer journey partitioning : a customer-centric conceptualization beyond stages and touchpoints
Reitsamer, Bernd; Becker, Larissa - In: Journal of business research : JBR 181 (2024), pp. 1-12
Persistent link: https://www.econbiz.de/10014556546
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The growing importance of customer-centric support services for improving customer experience
Sheth, Jagdish N.; Jain, Varsha; Ambika, Anupama - In: Journal of business research : JBR 164 (2023), pp. 1-11
Persistent link: https://www.econbiz.de/10014303770
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Loyalty programs as travel companions : complementary service features across customer journey stages
Steinhoff, Lena; Zondag, Marcellis M. - In: Journal of business research : JBR 129 (2021), pp. 70-82
Persistent link: https://www.econbiz.de/10012509301
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Tensions and trade-offs in multi-actor service ecosystems
McColl-Kennedy, Janet R.; Cheung, Lilliemay; Coote, … - In: Journal of business research : JBR 121 (2020), pp. 655-666
Persistent link: https://www.econbiz.de/10012417385
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Challenges at the marketing-operations interface in omni-channel retail environments
Bijmolt, Tammo H. A.; Broekhuis, Manda; Leeuw, Sander de; … - In: Journal of business research : JBR 122 (2021), pp. 864-874
Persistent link: https://www.econbiz.de/10012420638
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Going on a journey : a review of the customer journey literature
Tueanrat, Yanika; Papagiannidis, Savvas; Alamanos, … - In: Journal of business research : JBR 125 (2021), pp. 336-353
Persistent link: https://www.econbiz.de/10012494106
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Characterizing customer experience management in business markets
Witell, Lars; Kowalkowski, Christian; Perks, Helen; … - In: Journal of business research : JBR 116 (2020), pp. 420-430
Persistent link: https://www.econbiz.de/10012257638