Strategic B2B customer experience management: the importance of outcomes-based measures

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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...

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Bibliographic Details
Main Authors:	Zolkiewski, Judy, Story, Victoria, Burton, Jamie, Chan, Paul, Gomes, Andre, Hunter-Jones, Philippa, O’Malley, Lisa, Peters, Linda D., Raddats, Chris, Robinson, William
Format:	Article
Published:	Emerald 2017
Online Access:	https://eprints.nottingham.ac.uk/42911/

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