... and mobile content analysis of WhatsApp conversations between customer and manufacturing firm to illustrate how an artisan company succeeded with customers using MIM to track the customer journey and engage the customer during the conversation. The customer journey theory and customer engagement cycle were...

... Customer journey Gravitational models Since the twentieth century, the theme of improving healthcare has received increasing attention. This growing importance has led to consider the patients as customers (Grönroos and Monthelie, 1988 ; Nordgren, 2008). According to several authors, healthcare...