... of a shopping mall operator, experts on both sides of the B2B relationship (operator (n = 12) and retailer (n = 14)) were interviewed to develop and test the effectiveness of customer journey mapping. The information from these interviews was used to formulate several practical recommendations. Findings...

...Paul Davis Bakers Delight Holdings is the largest retail bakery chain in the world. With over 650 bakeries in three countries the company employs both a large number of bakery staff in its company‐owned bakeries and several hundred corporate staff in support offices. Bakery employees include shop...