A Design Process for a Customer Journey Map: A Case Study on Mobile Services-Reference-Cited by-同舟云学术

A Design Process for a Customer Journey Map: A Case Study on Mobile Services

Published:2016-05-16 Issue:4 Volume:26 Page:501-514
ISSN:1090-8471
Container-title:Human Factors and Ergonomics in Manufacturing & Service Industries
language:en
Short-container-title:Hum. Factors Man.

Author:

Moon Heekyung¹,Han Sung H.¹,Chun Jaemin²,Hong Sang W.³

Affiliation:

1. Department of Industrial and Management Engineering; Pohang University of Science and Technology; Pohang Republic of Korea

2. School of Computer Science; Carnegie Mellon University; Pittsburgh, Pennsylvania USA

3. SK Planet, Gyeonggi; Republic of Korea

Funder

SK Planet

Basic Science Research Program

National Research Foundation of Korea

Ministry of Education, Science and Technology

Publisher

Wiley

Subject

Industrial and Manufacturing Engineering,Human Factors and Ergonomics

Reference25 articles.

1. The customer-centered innovation map;Bettencourt;Harvard Business Review,2008

3. A holistic approach to design of hospitality services;Chung;Korean Journal of Hospitality Administration,2010

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