How does engagement affect customer journeys and experience?

Elina Jaakkola, Matthew Alexander

Research output: Contribution to conferencePaper

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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 languageEnglish
Number of pages6
Publication statusPublished - 15 Jun 2018
Event10th SERVSIG Conference: Opportunities for Services in a Challenging World - IESEG School of Management, Paris, France
Duration: 14 Jun 201816 Jun 2018


Conference10th SERVSIG Conference
Internet address


  • customer engagement
  • customer journeys
  • customer participation

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