An assessment of customer experience concept: looking back to move forward
Book chapter
Zha, D., Marvi, R., Foroudi, P., Dennis, C., Ueno, A., Jin, Z. and Melewar, T. 2021. An assessment of customer experience concept: looking back to move forward. in: Melewar, T., Dennis, C. and Foroudi, P. (ed.) Building Corporate Identity, Image and Reputation in the Digital Era London Routledge. pp. 289-306
Chapter title | An assessment of customer experience concept: looking back to move forward |
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Authors | Zha, D., Marvi, R., Foroudi, P., Dennis, C., Ueno, A., Jin, Z. and Melewar, T. |
Abstract | Based on the overarching research purpose of this paper centered around building a new CX conceptual framework, the research objectives are: (1) to identify the main knowledge structure of customer experience; (2) to understand how the knowledge structure of customer experience has changed over time. |
Page range | 289-306 |
Book title | Building Corporate Identity, Image and Reputation in the Digital Era |
Editors | Melewar, T., Dennis, C. and Foroudi, P. |
Publisher | Routledge |
Place of publication | London |
Series | Routledge Studies in Marketing |
ISBN | |
Hardcover | 9780367531232 |
Electronic | 9781003080572 |
Paperback | 9780367531249 |
Publication dates | |
30 Jul 2021 | |
Publication process dates | |
Deposited | 28 Sep 2020 |
Submitted | 17 Jan 2020 |
Accepted | 03 Sep 2020 |
Output status | Published |
Accepted author manuscript | |
Copyright Statement | This is an Accepted Manuscript of a book chapter published by Routledge in Building Corporate Identity, Image and Reputation in the Digital Era on July 30, 2021, available online: http://www.routledge.com/9780367531232 or http://www.crcpress.com/9780367531232 |
Web address (URL) | https://www.taylorfrancis.com/chapters/edit/10.4324/9781003080572-13/assessment-customer-experience-concept-dongmei-zha-reza-marvi-pantea-foroudi-charles-dennis-akiko-ueno-zhongqi-jin-melewar |
Digital Object Identifier (DOI) | https://doi.org/10.4324/9781003080572-13 |
Language | English |
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