McColl-Kennedy, Janet R.; Gustafsson, Anders; Jaakkola, … - In: Journal of Services Marketing 29 (2015) 6/7, pp. 430-435
Purpose – The purpose of this paper is to provide directions for future research on: broadening the role of customers in customer experience; taking a practice-based approach to customer experience; and recognizing the holistic, dynamic nature of customer experience across all touch points and...