of Services of General Interest. The evaluation of the service quality perceived by users is usually based on Customer …

shift in production and in marketing of products and services. The smarter production can make value creation easier with … must understand how the customer decision journey has changed and they have to map and explore those new touchpoints, which …

consumer segments,and address those individually at affine communication touchpoints with relevant content. CRM first focuses … effective and affine touchpoints along the purchase funnel for each segment. Based on the results from the previous steps CEM …

encompass complex service delivery networks that involve multiple touchpoints governed by various service providers. This … of airport services, our research employs critical incident and problem-centered interviews as well as an analysis of …

throughout digital and analog. This study is therefore aiming to state the changed touchpoints and the new journey of the … Journey sowohl durch digitale wie auch analoge Kanäle. Diese Studie befasst sich entsprechend mit den veränderten Touchpoints …

Customer and Consumer Journeys, touchpoints and Consumer Goals have been widely discussed among Customer Experience … innovation evaluates opportunities mainly within touchpoints in Customer Journeys. However, there is still a gap in understanding … versa?" and "Are touchpoints (including other actors) a sub-set of Consumer or Customer Journeys?" and "Where in the …

werden, ob sich die mit der Einführung des Ombudsmannverfahrens verbundenen Hoffnungen auf eine größere Kundenzufriedenheit …