Going on a journey: A review of the customer journey literature
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DOI: 10.1016/j.jbusres.2020.12.028
Abstract: Abstract Customer journey has become an increasingly important concept to understand complex customer behaviours and get insights into their experiences. While the term has been used in diverse disciplines since the 1990s and its literature… read more here.
Keywords: literature; journey; customer; review ... See more keywords
A conceptual framework of the antecedents of customer journey satisfaction in omnichannel retailing
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DOI: 10.1016/j.jretconser.2021.102550
Abstract: Abstract In light of the complex customer behaviour and customer journeys in omnichannel retailing, this study aims to investigate customer co-creation behaviour, customer response and customer experiential values as critical aspects of the customer journey,… read more here.
Keywords: journey satisfaction; customer journey; customer; journey ... See more keywords
Exploring an in-store customer journey for customers shopping for outdoor apparel
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DOI: 10.1016/j.jretconser.2021.102722
Abstract: Abstract The omni-channel shopping phenomenon creates major challenges for brick-and-mortar stores to remain relevant and appeal to customers. A way to counteract these challenges is to offer customers a journey where in-store experiences enable them… read more here.
Keywords: customer; store; outdoor apparel; customer journey ... See more keywords
Advancing the understanding of the pre-purchase stage of the customer journey for service brands
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DOI: 10.1108/ejm-10-2021-0792
Abstract: Purpose Service branding research predominantly focuses on the purchase and postpurchase stages of the customer journey. This study aims to expand the lens of enquiry to the prepurchase stage, showing the role service brand awareness… read more here.
Keywords: service; customer; customer journey; service brand ... See more keywords
Exploring Customer Journeys in the Context of Dentistry: A Case Study
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DOI: 10.3390/dj11030075
Abstract: This case study aims to explore how customer journey concepts can apply to a hypothetical scenario, centring on a patient (customer persona) within the dentistry arena, and with a particular focus on special care dentistry.… read more here.
Keywords: dentistry; case study; customer; customer journey ... See more keywords