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Keywords: Business customer perceptions
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Journal Articles
Exploring the role of service touchpoints on the path to financial, behavioral and relational customer outcomes: insights from a B2B service context
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Journal of Business & Industrial Marketing (2022) 37 (11): 2260–2277.
Published: 20 December 2021
...Lily (Xuehui) Gao; Iguácel Melero-Polo; Miguel Á. Ruz-Mendoza; Andreea Trifu Purpose The purpose of this study is to examine how and to what extent customer-provider service touchpoints impact business customer perceptions and outcomes in the context of long-term business-to-business (B2B) service...
