Customer experience orientation: Conceptual model, propositions, and research directions
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DOI: 10.1007/s11747-024-01031-y
Abstract: Many firms are adopting customer experience management as a route to differentiation, but experience management in practice has only begun to be explored. Using a strategic orientation lens and a theories-in-use approach, a multiple-case study… read more here.
Keywords: experience; customer experience; experience orientation; orientation conceptual ... See more keywords