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Keywords: Outcomes-based measures
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Journal Articles
Judy Zolkiewski, Victoria Story, Jamie Burton, Paul Chan, Andre Gomes, Philippa Hunter-Jones, Lisa O’Malley, Linda D. Peters, Chris Raddats, William Robinson
Journal:
Journal of Services Marketing
Journal of Services Marketing (2017) 31 (2): 172–184.
Published: 10 April 2017
...-to-business (B2B) context using input–output measures. The paper introduces a strategic customer experience management framework to capture the complexity of B2B service interactions and discusses the value of outcomes-based measurement. Design/methodology/approach This is a theoretical paper that reviews...
