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Dynamic capabilities and where to find them

Kurtmollaiev, Seidali - In: Journal of management inquiry 29 (2020) 1, pp. 3-16

Persistent link: https://www.econbiz.de/10012183148

Bridging the gap between brand strategy and customer experience

Clatworthy, Simon - In: Managing service quality : MSQ ; an international journal 22 (2012) 2, pp. 108-127

Persistent link: https://www.econbiz.de/10009534144

Service design thinking

Clatworthy, Simon - In: Innovating for trust, (pp. 167-182). 2017

Persistent link: https://www.econbiz.de/10011707177

Customer journeys : a systematic literature review

Følstad, Asbjørn; Kvale, Knut - In: Journal of Service Theory and Practice 28 (2018) 2, pp. 196-227

Purpose: Customer journeys have become an increasingly important topic in service management and design. The purpose of this paper is to review customer journey terminology and approaches within the research literature prior to 2013, mainly from the fields of design, management, and marketing....

Persistent link: https://www.econbiz.de/10012077387

Applying design thinking to innovate, validate, and implement new digital services

Sivertstøl, Njål; Fjuk, Annita - In: Handbook of research on customer engagement, (pp. 55-75). 2019

Persistent link: https://www.econbiz.de/10013163349

Applying transactional NPS for customer journey insight : case experiences and lessons learned

Følstad, Asbjørn; Kvale, Knut - In: Services marketing quarterly 39 (2018) 3, pp. 208-224

Persistent link: https://www.econbiz.de/10011940194

Transforming towards innovative culture by using customer-centric scenarios and service concepts

Yttri, Birgitte; Fjuk, Annita; Grönquist, Daniel Nordstad - In: Innovating for trust, (pp. 78-93). 2017

Persistent link: https://www.econbiz.de/10011707105

Designing experience-centric business models : what do they look like and how do they influence trust?

Saebi, Tina; Nysveen, Herbjørn; Hossain, Mohammad Touhid; … - In: Innovating for trust, (pp. 115-130). 2017

Persistent link: https://www.econbiz.de/10011707147

Strengthening customer relationships through Customer Journey Analysis

Halvorsrud, Ragnhild; Kvale, Knut - In: Innovating for trust, (pp. 183-200). 2017

Persistent link: https://www.econbiz.de/10011707182

Innovation economics

Andreassen, Tor W.; Lervik-Olsen, Line; Kurtmollaiev, … - In: Innovating for trust, (pp. 383-399). 2017

Persistent link: https://www.econbiz.de/10011707235