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Keywords: Touchpoints
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Journal Articles
Journal of Service Theory and Practice (2026) 36 (2): 320–354.
Published: 02 January 2026
.... Synthesizing these insights, the study introduces a future research agenda structured around three core building blocks of CX/CJ: Touchpoints, Contexts and Qualities. Originality/value This study advances the service literature by offering a longitudinal, evidence-based view of how CX and CJ research have...
Includes: Supplementary data
