Towards practical relevance — Delivering superior firm performance through digital customer experience strategies
Author:
Publisher
Springer Science and Business Media LLC
Subject
Management of Technology and Innovation,Marketing,Business and International Management
Link
http://link.springer.com/content/pdf/10.1057/dddmp.2014.20.pdf
Reference25 articles.
1. Klaus, P. (2013) ‘The case of Amazon.com: Towards a conceptual framework of online customer service experience (OCSE) using Emerging Consensus Technique (ECT)’, Journal of Services Marketing. Vol. 27, No. 6, pp. 443–457.
2. Klaus, P. and Maklan, S. (2012) ‘EXQ: A multiple-item scale for assessing service experience’, Journal of Service Management. Vol. 23, No. 1, pp. 5–33.
3. Klaus, P. and Maklan, S. (2013) ‘Towards a better measure of customer experience’, International Journal of Market Research. Vol. 55, No. 2, pp. 227–246.
4. Klaus, P. (2013) ‘New insights from practice — Exploring online channel management strategies and the use of social media as a market research tool’, International Journal of Market Research. Vol. 55, No. 6, pp. 829–850.
5. Klaus, P. and Ngyuen, B. (2013) ‘Exploring the role of the online customer experience in the firms multi-channel strategy — An empirical analysis of the retail banking services sector’, Journal of Strategic Marketing. Vol. 2, No. 5, pp. 429–442.
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