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Keywords: CXM
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Journal Articles
Measuring customer experience management and its impact on financial performance
Available to Purchase
Journal:
European Journal of Marketing
European Journal of Marketing (2021) 55 (3): 840–867.
Published: 19 October 2020
...Richard R. Klink; Jason Q. Zhang; Gerard A. Athaide Purpose With the considerable attention given to customer experience (CX) today, customer experience management (CXM) has been touted as one of the most promising management approaches for organizations. The purpose of this paper is threefold...
