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Keywords: Customer service experience measurement (CSXm)
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Journal Articles
Journal:
European Journal of Marketing
European Journal of Marketing (2020) 54 (10): 2387–2417.
Published: 09 April 2020
... experiences” (Helkkula and Kelleher, 2010 , p. 49). Therefore, evaluation and measurement of CSX are critical to designing future CSX strategies, creation and delivery. Finally, a comprehensive model of customer service experience measurement (CSXm), particularly in the context of today’s complicated customer...
