From IFCX to CXMMI: Validation and Evolution of a Customer Experience Management Maturity Model-Reference-Cited by-同舟云学术

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From IFCX to CXMMI: Validation and Evolution of a Customer Experience Management Maturity Model

Published:2024 Issue: Volume:12 Page:119350-119370
ISSN:2169-3536
Container-title:IEEE Access
language:
Short-container-title:IEEE Access

Author:

Madruga Roberto P.¹^ORCID,Renato Silva Édison¹^ORCID,Francisco Moreira Pessanha José²^ORCID,Henriques de Arruda Humberto¹^ORCID,Naked Haddad Assed³^ORCID

Affiliation:

1. Department of Production Engineering, COPPE, Federal University of Rio de Janeiro (UFRJ), Rio de Janeiro, Brazil

2. Department of Statistics, State University of Rio de Janeiro (UERJ), Rio de Janeiro, Brazil

3. Department of Civil Engineering, COPPE, Federal University of Rio de Janeiro (UFRJ), Rio de Janeiro, Brazil

Funder

Conselho Nacional de Desenvolvimento Científico e Tecnológico

Fundação Carlos Chagas Filho de Amparo à Pesquisa do Estado do Rio de Janeiro

Publisher

Institute of Electrical and Electronics Engineers (IEEE)

Link

http://xplorestaging.ieee.org/ielx8/6287639/10380310/10643953.pdf?arnumber=10643953

Reference104 articles.

1. How customer experience incongruence affects omnichannel customer retention: The moderating role of channel characteristics

2. Towards a Better Measure of Customer Experience

3. Precursors and outcome of customer satisfaction/delight in business-to-consumer relationships in Botswana

4. Measuring customer satisfaction with the controllable elements of the in-store shopping experience

5. The antecedents and postcedents of satisfaction in business-to-business relationships in South Africa

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