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Customer Experience Management in Business Markets : Strategic Roles of Target Experiences
(Turun yliopisto. Turun kauppakorkeakoulu, 2022-09-09)
Customer experience management (CXM) has the potential to be one of the most important tools for business-to-business (B2B) firms responding to the increased commoditization of goods and services. CXM holistically extends ...
Customer buying experience in multichannel retailing : Transition fluency during customers’ interactions with click-and-mortar furniture and interior design retailers
(Turun yliopisto, 2017-10-09)
Meaningful, memorable and unique customer experiences are proved to influence customer satisfaction and customer loyalty, creating value for companies. However, due to changing multichannel environment and the lack of ...