How does engagement affect customer journeys and experience?

Jaakkola, Elina and Alexander, Matthew (2018) How does engagement affect customer journeys and experience? In: 10th SERVSIG Conference, 2018-06-14 - 2018-06-16, IESEG School of Management.

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Abstract

Customer experience (CE) is considered a key source of differentiation and competitive advantage for firms, resulting in considerable attention among academics and practitioners alike. Recent service and marketing literature suggest that understanding customer experiences requires consideration beyond individual encounters in firm-customer dyads

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• Item metadata

  Item type:	Conference or Workshop Item(Paper)
  ID code:	64435
  Dates:	Date Event 15 June 2018 Published 6 February 2018 Accepted
  Notes:	Accepted 6th February 2018
  Subjects:	Social Sciences > Commerce > Marketing. Distribution of products
  Department:	Strathclyde Business School > Marketing
  Depositing user:	Pure Administrator
  Date deposited:	12 Jun 2018 15:41
  Last modified:	18 Apr 2024 00:43
  Related URLs:	Event Journal or Publication
  URI:	https://strathprints.strath.ac.uk/id/eprint/64435