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Understanding customer experience throughout the customer journey
Lemon, Katherine N.; Verhoef, Peter C. - In: Journal of marketing 80 (2016) 6, pp. 69-96
Persistent link: https://www.econbiz.de/10011621578
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Gaining customer experience insights that matter
McColl-Kennedy, Janet R.; Zaki, Mohamed; Lemon, Katherine N. - In: Journal of service research 22 (2019) 1, pp. 8-26
Persistent link: https://www.econbiz.de/10012005747
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Moving the customer experience field forward : introducing the touchpoints, context, qualities (TCQ) nomenclature
De Keyser, Arne; Verleye, Katrien; Lemon, Katherine N.; … - In: Journal of service research 23 (2020) 4, pp. 433-455
Persistent link: https://www.econbiz.de/10012391607
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Service research priorities : managing and delivering service in turbulent times
Ostrom, Amy L.; Field, Joy M.; Fotheringham, Darima; … - In: Journal of service research 24 (2021) 3, pp. 329-353
Persistent link: https://www.econbiz.de/10012592938