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Please use this identifier to cite or link to this item: https://dspace.lboro.ac.uk/2134/19348

Title: Fresh perspectives on customer experience
Authors: McColl-Kennedy, Janet R.
Gustafsson, Anders
Jaakkola, Jaakkola
Klaus, Philipp
Radnor, Zoe J.
Perks, Helen
Friman, Margareta
Keywords: Dynamic
Customer experience
Practice-based approach
Customer role
Holistic
Issue Date: 2015
Publisher: © Emerald Group Publishing Limited
Citation: MCCOLL-KENNEDY, J.R. ... et al., 2015. Fresh perspectives on customer experience. Journal of Services Marketing, 29(6-7), pp. 430-435.
Abstract: 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.
Description: 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
Version: Accepted
DOI: 10.1108/JSM-01-2015-0054
URI: https://dspace.lboro.ac.uk/2134/19348
Publisher Link: http://dx.doi.org/10.1108/JSM-01-2015-0054
ISSN: 0887-6045
Appears in Collections:Published Articles (Business School)

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