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A Design Process for a Customer Journey Map: A Case Study on Mobile Services
9 references·9 citing·45 second hop
A Design Process for a Customer Journey Map: A Case Study on Mobile Services (2016)A Design Process for a Customer Journey M…Using Customer Journey Maps to Improve Customer Experience (2015)Using Customer Journey Maps t…Understanding Customer Experience (2015)Understanding Customer Experi…The Service Delivery Network (SDN) (2013)The Service Delivery Network …Investigating the linkages between service types and supplier relationships in servitized environments (2013)Investigating the linkages be…The customer experience: a road‐map for improvement (2011)The customer experience: a ro…NSD Processes and Practices in Experiential Services* (2010)NSD Processes and Practices i…The customer-centered innovation map. (2008)The customer-centered innovat…Understanding customer experience. 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References

  • 2007Understanding customer experience.1,295 cited
  • 2015Understanding Customer Experience805 cited
  • 2011The customer experience: a road‐map for improvement349 cited
  • 2013The Service Delivery Network (SDN)320 cited
  • 2010NSD Processes and Practices in Experiential Services*179 cited
  • 1998Alternative instructional strategies for creative and critical thinking in the accounting curriculum178 cited
  • 2008The customer-centered innovation map.164 cited
  • 2013Investigating the linkages between service types and supplier relationships in servitized environments156 cited
  • 2015Using Customer Journey Maps to Improve Customer Experience153 cited

Cited by

  • 2020Mapping the Patient’s Journey in Healthcare through Process Mining52 cited
  • 2020Clustering consumers' shopping journeys: eye tracking fashion m-retail39 cited
  • 2021The Role of Consumer and Customer Journeys in Customer Experience Driven and Open Innovation29 cited
  • 2022The Theoretical and Practical Evolution of Customer Journey and Its Significance in Services Sustainability28 cited
  • 2019Conceptual Modeling Meets Customer Journey Mapping: Structuring a Tool for Service Innovation22 cited
  • 2022

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Draw it, Check it, Change it: Reviving Lewin's Topology to Facilitate Organizational Change Theory and Practice
22 cited
  • 2021Experienced versus inexperienced mobile users: eye tracking fashion consumers’ shopping behaviour on smartphones13 cited
  • 2024The Feasibility of AgileNudge+ Software to Facilitate Positive Behavioral Change: Mixed Methods Design7 cited
  • 2023Smart Tea Utensil Design for Improving Beginners’ Tea Brewing Experience6 cited