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Keywords: Touchpoint
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Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2021) 32 (6): 1–27.
Published: 04 May 2021
...Elina Jaakkola; Harri Terho Purpose The quality of the customer journey has become a critical determinant of successful service delivery in contemporary business. Extant journey research focuses on the customer path to purchase, but pays less attention to the touchpoints related to service...
