Towards the identification of customer experience touch point elements
In this paper, the authors identify the elements that encompass customer experience touch points. This research was based on a qualitative research approach, using a sequential incident technique to guide the data collection. An inductive thematic analysis of the semi-structure interview transcripts...
| Main Authors: | , |
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| Format: | Journal Article |
| Published: |
Pergamon
2016
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| Online Access: | http://hdl.handle.net/20.500.11937/26312 |