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Keywords: Customer journey management
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Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2024) 35 (6): 185–215.
Published: 21 June 2024
.... Practical implications The findings suggest how product-centric firms can implement new service business models alongside existing product models and what this means for partner and customer journey management. Originality/value While servitization research predominantly concerns B2B manufacturers, B2C...
