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Keywords: Customer journey mapping
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Journal Articles
Journal:
British Food Journal
British Food Journal (2020) 122 (12): 3711–3726.
Published: 19 June 2020
... Publishing Limited 2020 Emerald Publishing Limited Licensed re-use rights only Customer complaint behaviour Customer journey mapping Service failures This research argues that service failures represent a critical “moment of truth” (Kiil et al., 2018 , p. 2041) in a company...
