Zolkiewski, Judy; Story, Victoria; Burton, Jamie; Chan, Paul - In: Journal of Services Marketing 31 (2017) 2, pp. 172-184
Purpose The purpose of this paper is to critique the adequacy of efforts to capture the complexities of customer experience in a business-to-business (B2B) context using input–output measures. The paper introduces a strategic customer experience management framework to capture the complexity...
