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Managing Customer Touchpoints and Customer Satisfaction in B2B Mass Customization: A Case Study
16 references·1 citing·42 second hop
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References

  • 2009Users of the world, unite! The challenges and opportunities of Social Media17,866 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 2016Understanding Customer Experience Throughout the Customer Journey5,744 cited
  • 2009Customer Experience Creation: Determinants, Dynamics and Management Strategies3,138 cited
  • 1990The Economics of Modern Manufacturing: Technology, Strategy, and Organization2,643 cited
  • 1999Mass customization: The new frontier in business competition2,322 cited
  • 2001The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment As Potential Antecedents1,583 cited
  • 2004Customer Satisfaction and Shareholder Value1,336 cited
  • 2007Understanding customer experience.1,295 cited
  • 2005Do Satisfied Customers Really Pay More? A Study of the Relationship between Customer Satisfaction and Willingness to Pay1,204 cited
  • 2008Service Blueprinting: A Practical Technique for Service Innovation1,195 cited
  • 2006Relationship quality as a predictor of B2B customer loyalty1,124 cited
  • 2015Customer experience management: toward implementing an evolving marketing concept1,039 cited
  • 2009Service Design for Experience-Centric Services961 cited

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1998
Variety for sale: Mass customization or mass confusion?
896 cited
  • 2015Understanding Customer Experience805 cited
  • Cited by

    • 2019Digital customer experience: the risk of ignoring the non-digital experience37 cited