Arineli, Adriana; Quintella, Heitor Luiz Murat Meirelles de - In: Cogent business & management 2 (2015), pp. 1-11
Dealing with intangible and so subtle experience is unusual and a huge challenge for management that is not used to measure what has no numbers, but maybe they need to see beyond the obvious and accessible statistics. Recently, several studies point to the importance of customer experience...
