Customer Experience Literature Analysis Based on Bibliometry

Author:

Silva Jorge Henrique O.,Mendes Glauco Henrique S.,Cauchick-Miguel Paulo A.,Amorim Marlene

Publisher

Springer International Publishing

Reference100 articles.

1. Gartner: Key findings from the gartner customer experience survey (2018). https://www.gartner.com/en/marketing/insights/articles/key-findings-from-the-gartner-customer-experience-survey . Accessed 1 Aug 2019

2. De Keyser, A., Lemon, K.N., Klaus, P., Keiningham, T.L.: A framework for understanding and managing the customer experience. Marketing Science Institute, Working Paper Series Report, 15-21 (2015)

3. Morgan, B.: The 10 best B2B customer experience [Web log post], 4 June 2019. https://www.forbes.com/sites/blakemorgan/2019/06/04/the-10-best-b2b-customer-experiences/#24ce226653f5 . Accessed 22 Aug 2019

4. Patel, S.: Five small businesses that get customer experience right [Web log post] (2018). https://www.entrepreneur.com/article/319520 . Accessed 31 Aug 2019

5. McColl-Kennedy, J.R., et al.: Fresh perspectives on customer experience. J. Serv. Mark. 29(6/7), 430–435 (2015)

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