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Customer experience quality in omni-channel banking : identifying the factors affecting customer experience in the Indian context
Chauhan, Prashant; Sarabhai, Samar - In: International journal of management concepts and … 12 (2019) 2, pp. 222-238
Persistent link: https://www.econbiz.de/10012105452
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The service delivery network (SDN) : a customer-centric perspective of the customer journey
Tax, Stephen S.; McCutcheon, David; Wilkinson, Ian F. - In: Journal of service research : JSR 16 (2013) 4, pp. 454-470
Persistent link: https://www.econbiz.de/10010203533
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Moving the customer experience field forward : introducing the touchpoints, context, qualities (TCQ) nomenclature
De Keyser, Arne; Verleye, Katrien; Lemon, Katherine N.; … - In: Journal of service research 23 (2020) 4, pp. 433-455
Persistent link: https://www.econbiz.de/10012391607
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Improving service quality through customer journey analysis
Halvorsrud, Ragnhild; Lvale, Knut; Følstad, Asbjørn - In: Journal of service theory and practice : JSTP 26 (2016) 6, pp. 840-867
Persistent link: https://www.econbiz.de/10011599350
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Customer experience design : a case study in the cultural sector
Ponsignon, Frederic; Durrieu, Francois; … - In: Journal of service management 28 (2017) 4, pp. 763-787
Persistent link: https://www.econbiz.de/10011731250
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How do you feel today? : managing patient emotions during health care experiences to enhance well-being
McColl-Kennedy, Janet R.; Danaher, Tracey S.; Gallan, … - In: Journal of business research : JBR 79 (2017), pp. 247-259
Persistent link: https://www.econbiz.de/10011745308
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Customer experience in an increasingly digital world
Bocris, Ingrid; Mahieux, Sebastien - In: Journal of digital banking 1 (2016/2017) 4, pp. 309-320
Persistent link: https://www.econbiz.de/10011708633
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Opening the Black Box of a competitive customer experience strategy
Hinnenberg, Marc; Löfstedt, Nina - In: Journal of digital banking 1 (2016/2017) 4, pp. 321-328
Persistent link: https://www.econbiz.de/10011708682
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Service design for a holistic customer experience : a process framework
Bellos, Ioannis - In: Management science : journal of the Institute for … 67 (2021) 3, pp. 1718-1736
Persistent link: https://www.econbiz.de/10012506026
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The customer experience ecosystem in two cultural contexts
Barari, Mojtaba; Furrer, Olivier - In: Journal of financial services marketing : JFSM 23 (2018) 3/4, pp. 234-243
Persistent link: https://www.econbiz.de/10011975370