A Framework to Improve the Digital Customer Experience in Complex Services-Reference-Cited by-同舟云学术

A Framework to Improve the Digital Customer Experience in Complex Services

Published:2024-01-02 Issue:1 Volume:45 Page:25-54
ISSN:1533-2969
Container-title:Services Marketing Quarterly
language:en
Short-container-title:Services Marketing Quarterly

Author:

Kandil Omnia¹^ORCID,Dessart Laurence¹^ORCID,Standaert Willem¹²^ORCID,Bosma Maarten³

Affiliation:

1. HEC Liège – Management School, University of Liège, Liège, Belgium

2. Faculty of Economics and Business Administration, Ghent University, Ghent, Belgium

3. EasyCrop Consultancy, Bovensmilde, Netherlands

Publisher

Informa UK Limited

Link

https://www.tandfonline.com/doi/pdf/10.1080/15332969.2023.2294235

Reference83 articles.

1. Accenture. (2022 March 30). Insurance Broker Market Pulse Survey 2021 | Accenture. WordPressBlog . https://www.accenture.com/be-en/blogs/belux/insurance-broker-market-survey-2021

2. Alliedmarketresearch. (2023). B2B2C Insurance Market Size Share and Growth | Analysis — 2027. https://www.alliedmarketresearch.com/B2B2C-insurance-market

3. COVID-19 and digitalization: The great acceleration

4. The intellectual structure of customer experience research in service scholarship: a bibliometric analysis

5. Customer experience: fundamental premises and implications for research

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