Redefining Touchpoints: An Integrated Approach for Implementing Omnichannel Service Concepts

Author:

Kronqvist Juha,Leinonen Teemu

Publisher

Springer International Publishing

Reference33 articles.

1. Berry, L. L., Carbone, L. P., & Haeckel, S. H. (2002). Managing the total customer experience. MIT Sloan Management Review, 53(3), 85–89.

2. Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57–71.

3. Bitner, M. J. (1993). Managing the evidence of service. In E. E. Scheuing & W. F. Christopher (Eds.), The service quality handbook (pp. 358–370). New York: AMACOM.

4. Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: Diagnosing favorable and unfavorable incidents. Journal of Marketing, 54(1), 71–84.

5. Botero, A. (2013). Expanding design space(s): Design in communal endeavours. Doctoral dissertation. School of Arts, Design and Architecture. Retrieved 01.03.2018, from https://shop.aalto.fi/media/attachments/5af9a/Botero.pdf

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