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 influenc...

Descripción completa

Detalles Bibliográficos
Autores Principales: "Siqueira, Jose Ribamar, Horst, Enrique ter, Molina, German, Losada, Mauricio, Mateus, Marelby Amado"
Formato: Artículo (Article)
Lenguaje:Inglés (English)
Publicado: Elsevier Ltd 2020
Materias:
Acceso en línea:https://repository.urosario.edu.co/handle/10336/22448
https://doi.org/10.1016/j.jretconser.2019.102009