Abstract
Customer experience (CE) is considered a key source of differentiation and competitive advantage for firms, resulting in considerable attention among academics and practitioners alike. Recent service and marketing literature suggest that understanding customer experiences requires consideration beyond individual encounters in firm-customer dyads
| Original language | English |
|---|---|
| Number of pages | 6 |
| Publication status | Published - 15 Jun 2018 |
| Event | 10th SERVSIG Conference: Opportunities for Services in a Challenging World - IESEG School of Management, Paris, France Duration: 14 Jun 2018 → 16 Jun 2018 https://www.ieseg.fr/en/faculty-and-research/research-events/servsig-2018/ |
Conference
| Conference | 10th SERVSIG Conference |
|---|---|
| Country/Territory | France |
| City | Paris |
| Period | 14/06/18 → 16/06/18 |
| Internet address |
Keywords
- customer engagement
- customer journeys
- customer participation