Understanding customer journey from the lenses of complexity theory
Küçük Resim Yok
Tarih
2019
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Routledge Journals, Taylor & Francis Ltd
Erişim Hakkı
info:eu-repo/semantics/closedAccess
Özet
The present article develops an argument that conceptualizing the customer journey as a complex system provides both a systematic portrayal of the complex and holistic nature of customer experience and an opportunity to serve as an integrative framework for differing definitions in the service literature. A comprehensive literature review reflecting the contemporary understanding of the concept of customer journey is presented. Theoretical and practical implications of adopting a complexity theory-based stance in customer experience research are discussed under five fundamental tenets of complexity theory.
Açıklama
Anahtar Kelimeler
Customer Journey, Complexity Theory, Customer Experience, Service Design, Customer Experience Management, Value Co-Creation, Service-Dominant Logic, Research Priorities, Experience, Encounters, Innovation, Context, Design, Model, Opportunities
Kaynak
Service Industries Journal
WoS Q Değeri
Q3
Scopus Q Değeri
Q1
Cilt
39
Sayı
11.Ara
