Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens-Reference-Cited by-同舟云学术

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Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens

Published:2017-10 Issue: Volume:79 Page:269-280
ISSN:0148-2963
Container-title:Journal of Business Research
language:en
Short-container-title:Journal of Business Research

Author:

Voorhees Clay M.,Fombelle Paul W.,Gregoire Yany,Bone Sterling,Gustafsson Anders^ORCID,Sousa Rui,Walkowiak Travis

Publisher

Elsevier BV

Subject

Marketing

Reference101 articles.

1. Dynamic marketing behavior;Alderson,1965

2. Word-of-mouth processes within a services purchase decision context;Bansal;Journal of Service Research,2000

3. The “moment of truth” in customer service;Beaujean;Mckinsey Quarterly,2006

4. Cultivating service brand equity;Berry;Journal of the Academy of Marketing Science,2000

5. Restoring customer confidence;Berry;Marketing Health Services,2003

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