Service design for a holistic customer experience : a process framework
Ioannis Bellos, Stylianos Kavadias
| Year of publication: |
2021
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|---|---|
| Authors: | Bellos, Ioannis |
| Published in: |
Management science : journal of the Institute for Operations Research and the Management Sciences. - Catonsville, MD : INFORMS, ISSN 0025-1909, ZDB-ID 206345-1. - Vol. 67.2021, 3, p. 1718-1736
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| Subject: | customer experience | customer journey | design thinking | service design | service process | service provider | touchpoints | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Dienstleistungsinnovation | Service innovation | Produktgestaltung | Product design | Dienstleistungsqualität | Service quality | Dienstleistungsmanagement | Service management | Prozessmanagement | Business process management | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Dienstleistung | Services | Dienstleistungsmarketing | Services marketing | Design Thinking | Design thinking |