Understanding customer journey from the lenses of complexity theory

dc.authoridVarnali, Kaan/0000-0002-9731-6532
dc.authorwosidVarnali, Kaan/N-8826-2018
dc.contributor.authorVarnali, Kaan
dc.date.accessioned2024-07-18T20:55:11Z
dc.date.available2024-07-18T20:55:11Z
dc.date.issued2019
dc.departmentİstanbul Bilgi Üniversitesien_US
dc.description.abstractThe 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.doi10.1080/02642069.2018.1445725
dc.identifier.endpage835en_US
dc.identifier.issn0264-2069
dc.identifier.issn1743-9507
dc.identifier.issue11.Araen_US
dc.identifier.scopus2-s2.0-85042918382en_US
dc.identifier.scopusqualityQ1en_US
dc.identifier.startpage820en_US
dc.identifier.urihttps://doi.org/10.1080/02642069.2018.1445725
dc.identifier.urihttps://hdl.handle.net/11411/8762
dc.identifier.volume39en_US
dc.identifier.wosWOS:000475786100003en_US
dc.identifier.wosqualityQ3en_US
dc.indekslendigikaynakWeb of Scienceen_US
dc.indekslendigikaynakScopusen_US
dc.language.isoenen_US
dc.publisherRoutledge Journals, Taylor & Francis Ltden_US
dc.relation.ispartofService Industries Journalen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/closedAccessen_US
dc.subjectCustomer Journeyen_US
dc.subjectComplexity Theoryen_US
dc.subjectCustomer Experienceen_US
dc.subjectService Designen_US
dc.subjectCustomer Experience Managementen_US
dc.subjectValue Co-Creationen_US
dc.subjectService-Dominant Logicen_US
dc.subjectResearch Prioritiesen_US
dc.subjectExperienceen_US
dc.subjectEncountersen_US
dc.subjectInnovationen_US
dc.subjectContexten_US
dc.subjectDesignen_US
dc.subjectModelen_US
dc.subjectOpportunitiesen_US
dc.titleUnderstanding customer journey from the lenses of complexity theoryen_US
dc.typeArticleen_US

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