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Keywords: Service landscape
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Journal Articles
Customer experience formation in today’s service landscape
Available to Purchase
Journal:
Journal of Service Management
Journal of Service Management (2016) 27 (5): 678–703.
Published: 17 October 2016
... for understanding, facilitating, and examining CXF in today’s service landscape. Design/methodology/approach This study systematically reviews 163 articles published between 1998 and 2015 in the service field. Findings This study illustrates how researchers approach CXF on the individual level by applying...
