McColl-Kennedy, J. R., Gustafsson, A., Jaakkola, E. , Klaus, P., Radnor, Z. 
ORCID: 0000-0002-1624-5729, Perks, H. & Friman, M. (2015).
Fresh perspectives on customer experience.
Journal of Services Marketing, 29(6/7),
pp. 430-435.
doi: 10.1108/JSM-01-2015-0054
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.
| Publication Type: | Article |
|---|---|
| Additional Information: | © 2015 Emerald Group Publishing Limited |
| Publisher Keywords: | Dynamic, Customer experience, Practice-based approach, Customer role, Holistic |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HF Commerce |
| Departments: | Presidents's Portfolio |
|
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