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Understanding and Managing Customer Experiences · Study

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ChapterUnderstanding and Managing Customer Experiences

Elina Jaakkola2022

Chapter2022

Understanding and Managing Customer Experiences

Elina Jaakkola · Larissa Becker · Ekaterina Panina

15 citations·0/0 files stored·Springer eBooks

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Customer Service Quality and Loyalty Consumer Retail Behavior Studies Service and Product Innovation

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References

1982The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun 2007Service-dominant logic: continuing the evolution 2016Understanding Customer Experience Throughout the Customer Journey 2004Co-creation experiences: The next practice in value creation 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 2009Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty?2000Measuring the Customer Experience in Online Environments: A Structural Modeling Approach 2009Customer Experience Creation: Determinants, Dynamics and Management Strategies

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2020Customer experience: fundamental premises and implications for researcharticle · 26 shared references 2020Moving the Customer Experience Field Forward: Introducing the Touchpoints, Context, Qualities (TCQ) Nomenclaturearticle · 22 shared references 2021Customer experience research: intellectual structure and future research opportunitiesarticle · 21 shared references 2022Customer ecosystems: exploring how ecosystem actors shape customer experiencearticle · 19 shared references 2017The Multilevel Nature of Customer Experience Research: An Integrative Review and Research Agendaarticle · 18 shared references 2019Defining the antecedents of experience co-creation as applied to alternative consumption modelsarticle · 18 shared references

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Year2022

Typechapter

Published2022-01-01

VenueSpringer eBooks

Languageen

Citations15

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1007/978-3-030-91828-6_33

openalex_workW4297887594

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