Kumar, V.; Chattaraman, Veena; Neghina, Carmen; Skiera, … - In: Journal of Service Management 24 (2013) 3, pp. 330-352
Purpose – The purpose of this paper is to provide insights into the benefits of data‐driven services marketing and provide a conceptual framework for how to link traditional and new sources of customer data and their metrics. Linking data and metrics to strategic and tactical business...