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Fresh perspectives on customer experience

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journal contribution
posted on 10.11.2015, 09:24 by Janet R. McColl-Kennedy, Anders Gustafsson, Jaakkola Jaakkola, Philipp Klaus, Zoe Radnor, Helen Perks, Margareta Friman
Purpose – The purpose of this paper is to provide directions for future research on: broadening the role of customers in customer experience; taking a practice-based approach to customer experience; and recognizing the holistic, dynamic nature of customer experience across all touch points and over time. Design/methodology/approach – The approach is conceptual identifying current gaps in research on customer experience. Findings – The findings include a set of research questions and research agenda for future research on customer experience. Originality/value – This research suggests fresh perspectives for understanding the customer experience which can inspire future research and advance theory and managerial practice.

History

School

  • Business and Economics

Department

  • Business

Published in

Journal of Services Marketing

Volume

29

Issue

6-7

Pages

430 - 435

Citation

MCCOLL-KENNEDY, J.R. ... et al., 2015. Fresh perspectives on customer experience. Journal of Services Marketing, 29(6-7), pp. 430-435.

Publisher

© Emerald Group Publishing Limited

Version

AM (Accepted Manuscript)

Publisher statement

This work is made available according to the conditions of the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International (CC BY-NC-ND 4.0) licence. Full details of this licence are available at: https://creativecommons.org/licenses/by-nc-nd/4.0/

Publication date

2015

Notes

This article is © Emerald Group Publishing and permission has been granted for this version to appear here https://dspace.lboro.ac.uk/dspace-jspui/handle/2134/19348. Emerald does not grant permission for this article to be further copied/distributed or hosted elsewhere without the express permission from Emerald Group Publishing Limited. The definitive version is available at: http://dx.doi.org/10.1108/JSM-01-2015-0054

ISSN

0887-6045

Language

en