A Bayesian examination of the relationship of internal and external touchpoints in the customer experience process across various service environments
Customer experience (CX) is an aggregate of consumer touch points that can be brand-owned (completely controlled by the firm), partner-owned (collectively controlled by the firm and one or more of its partners), customer-owned (where the firm or its partner cannot exert any control or influence) or...
| Autores Principales: | , , , , |
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| Formato: | Artículo (Article) |
| Lenguaje: | Inglés (English) |
| Publicado: |
Elsevier Ltd
2020
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| Materias: | |
| Acceso en línea: | https://repository.urosario.edu.co/handle/10336/22448 https://doi.org/10.1016/j.jretconser.2019.102009 |