Understanding customer journey from the lenses of complexity theory
dc.authorid | Varnali, Kaan/0000-0002-9731-6532 | |
dc.authorwosid | Varnali, Kaan/N-8826-2018 | |
dc.contributor.author | Varnali, Kaan | |
dc.date.accessioned | 2024-07-18T20:55:11Z | |
dc.date.available | 2024-07-18T20:55:11Z | |
dc.date.issued | 2019 | |
dc.department | İstanbul Bilgi Üniversitesi | en_US |
dc.description.abstract | 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. | en_US |
dc.identifier.doi | 10.1080/02642069.2018.1445725 | |
dc.identifier.endpage | 835 | en_US |
dc.identifier.issn | 0264-2069 | |
dc.identifier.issn | 1743-9507 | |
dc.identifier.issue | 11.Ara | en_US |
dc.identifier.scopus | 2-s2.0-85042918382 | en_US |
dc.identifier.scopusquality | Q1 | en_US |
dc.identifier.startpage | 820 | en_US |
dc.identifier.uri | https://doi.org/10.1080/02642069.2018.1445725 | |
dc.identifier.uri | https://hdl.handle.net/11411/8762 | |
dc.identifier.volume | 39 | en_US |
dc.identifier.wos | WOS:000475786100003 | en_US |
dc.identifier.wosquality | Q3 | en_US |
dc.indekslendigikaynak | Web of Science | en_US |
dc.indekslendigikaynak | Scopus | en_US |
dc.language.iso | en | en_US |
dc.publisher | Routledge Journals, Taylor & Francis Ltd | en_US |
dc.relation.ispartof | Service Industries Journal | en_US |
dc.relation.publicationcategory | Makale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı | en_US |
dc.rights | info:eu-repo/semantics/closedAccess | en_US |
dc.subject | Customer Journey | en_US |
dc.subject | Complexity Theory | en_US |
dc.subject | Customer Experience | en_US |
dc.subject | Service Design | en_US |
dc.subject | Customer Experience Management | en_US |
dc.subject | Value Co-Creation | en_US |
dc.subject | Service-Dominant Logic | en_US |
dc.subject | Research Priorities | en_US |
dc.subject | Experience | en_US |
dc.subject | Encounters | en_US |
dc.subject | Innovation | en_US |
dc.subject | Context | en_US |
dc.subject | Design | en_US |
dc.subject | Model | en_US |
dc.subject | Opportunities | en_US |
dc.title | Understanding customer journey from the lenses of complexity theory | en_US |
dc.type | Article | en_US |