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Keywords: Environmental sustainability (ES)
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Journal Articles
Journal:
Business Process Management Journal
Business Process Management Journal (2023) 29 (8): 210–229.
Published: 17 October 2023
...Francesco Calza; Annarita Sorrentino; Ilaria Tutore Purpose This paper aims to determine how environmental sustainability (ES) can be integrated into the customer experience (CX). In order to accomplish this, the paper uses a customer journey (CJ) perspective. Speculatively, the paper analyses...
