Development and validation of a measurement scale for the experience capability construct
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DOI: 10.1108/josm-11-2019-0353
Abstract: PurposeThis study aims to develop and empirically validate the concept of experience capability, which represents an organisation's ability to be adept at managing the customer experience. Organisations that build an experience capability develop an expertise… read more here.
Keywords: capability; experience capability; measurement scale; capability construct ... See more keywords