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...

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Detalles Bibliográficos
Autores Principales: Ribamar, J., Horst ter, E., Molina, G., Losada, M., Amado, M.
Formato: Artículo (Article)
Lenguaje:Inglés (English)
Publicado: 2020
Acceso en línea:http://hdl.handle.net/1992/47094