How does engagement affect customer journeys and experience?

Elina Jaakkola, Matthew Alexander

Research output: Contribution to conferencePaper

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

Fingerprint

Customer experience
Competitive advantage
Dyads
Marketing

Keywords

  • customer engagement
  • customer journeys
  • customer participation

Cite this

Jaakkola, E., & Alexander, M. (2018). How does engagement affect customer journeys and experience?. Paper presented at 10th SERVSIG Conference, Paris, France.
Jaakkola, Elina ; Alexander, Matthew. / How does engagement affect customer journeys and experience?. Paper presented at 10th SERVSIG Conference, Paris, France.6 p.
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title = "How does engagement affect customer journeys and experience?",
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",
keywords = "customer engagement, customer journeys, customer participation",
author = "Elina Jaakkola and Matthew Alexander",
note = "Accepted 6th February 2018; 10th SERVSIG Conference : Opportunities for Services in a Challenging World ; Conference date: 14-06-2018 Through 16-06-2018",
year = "2018",
month = "6",
day = "15",
language = "English",
url = "https://www.ieseg.fr/en/faculty-and-research/research-events/servsig-2018/",

}

Jaakkola, E & Alexander, M 2018, 'How does engagement affect customer journeys and experience?' Paper presented at 10th SERVSIG Conference, Paris, France, 14/06/18 - 16/06/18, .

How does engagement affect customer journeys and experience? / Jaakkola, Elina; Alexander, Matthew.

2018. Paper presented at 10th SERVSIG Conference, Paris, France.

Research output: Contribution to conferencePaper

TY - CONF

T1 - How does engagement affect customer journeys and experience?

AU - Jaakkola, Elina

AU - Alexander, Matthew

N1 - Accepted 6th February 2018

PY - 2018/6/15

Y1 - 2018/6/15

N2 - 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

AB - 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

KW - customer engagement

KW - customer journeys

KW - customer participation

UR - http://www.servsig.org/wordpress/2017/08/servsig-2018-in-paris/

UR - https://www.ieseg.fr/wp-content/uploads/2018/02/SERVSIG-2018-Proceedings.pdf

M3 - Paper

ER -

Jaakkola E, Alexander M. How does engagement affect customer journeys and experience?. 2018. Paper presented at 10th SERVSIG Conference, Paris, France.