Strategic B2B customer experience management: the importance of outcomes-based measures
Purpose The purpose of this paper is to critique the adequacy of efforts to capture the complexities of customer experience in a business-to-business (B2B) context using input–output measures. The paper introduces a strategic customer experience management framework to capture the complexity of B...
| Main Authors: | , , , , , , , , , |
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| Format: | Article |
| Published: |
Emerald
2017
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| Online Access: | https://eprints.nottingham.ac.uk/42911/ |