Much has been written about trust. Despite the fact that there is a general understanding of how important trust is in interpersonal and business relations it becomes obvious that this construct remains somewhat indistinct when it comes to pinning down how trust is build or destroyed, how levels...

Confronted with digitization, many companies establish customer experience management (CEM) as a measure to become a customer-centric organization. Based on a pre-study of 25 qualitative interviews with executives from different industries, this paper derives a conceptual approach that helps...