Towards the identification of customer experience touch point elements

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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...

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Bibliographic Details
Main Authors:	Stein, A., Ramaseshan, Balasubramani
Format:	Journal Article
Published:	Pergamon 2016
Online Access:	http://hdl.handle.net/20.500.11937/26312

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