Gruber_Fostering Collaborative Research for Customer Experience_JBR_Final.pdf (321.14 kB)
Download file

Fostering collaborative research for customer experience –Connecting academic and practitioner worlds

Download (321.14 kB)
journal contribution
posted on 23.03.2021, 14:45 by Jamie Burton, Thorsten GruberThorsten Gruber, Anders Gustafsson
© 2020 This editorial calls for greater use of academic-practitioner workshops to co-create value for academics, practitioners and wider network actors through promotion of research relevance and sharing of problems, ideas and data. It describes how one such workshop, the 2nd Academic-Practitioner Research with Impact Workshop focusing on the design and decision making for customer experience, co-hosted in Manchester on 18th and 19th of June 2018 by Alliance Manchester Business School, University of Manchester and Loughborough University's Centre for Service Management (CSM), was delivered. The key processes for success and issues to consider for future such events are discussed. The workshop resulted in 8 papers (six theoretical and two empirical). This Special Issue advances current understanding of CE through the research considering the role of technology (AI and big data) in CE research, atypical CE (vulnerability, deviance behaviours and service failure and recovery) and focusing on important organizational and B2B issues (business model innovation, and CEM in business markets).

History

School

  • Business and Economics

Department

  • Business

Published in

Journal of Business Research

Volume

130

Pages

736-740

Publisher

Elsevier

Version

AM (Accepted Manuscript)

Rights holder

© Crown

Publisher statement

This paper was accepted for publication in the journal Journal of Business Research and the definitive published version is available at https://doi.org/10.1016/j.jbusres.2020.04.053

Acceptance date

27/04/2020

Publication date

2020-04-30

Copyright date

2021

ISSN

0148-2963

Language

en

Depositor

Prof Thorsten Gruber. Deposit date: 18 March 2021

Usage metrics

Categories

Keywords

Exports