Moving the Customer Experience Field Forward: Introducing the Touchpoints, Context, Qualities (TCQ) Nomenclature

Journal of Service Research, Vol 23, Issue 4, 2020

Author(s):

Arne De Keyser

Department of Marketing, EDHEC Business School

Katrien Verleye

Department of Marketing, Innovation and Organisation, Center for Service Intelligence, Ghent University

Katherine N. Lemon

Department of Marketing, Carroll School of Management, Boston College

Timothy L. Keiningham

Department of Marketing, Peter J. Tobin College of Business, St. John’s University

Philipp Klaus

Department of Marketing, INSEEC U. Research Center, International University of Monaco

Journal of Service Research, Vol 23, Issue 4, 2020

Type: Academic publication
Date: le 02/06/2020
Research Cluster : Marketing
Source : Journal of Service Research

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