You can’t serve customers if this relationship is dysfunctional.
Blog Posts
When Do Regulators Become More Important than Customers?
A question for Uber, Airbnb, Weibo, and others.
When Can Service Benefit from Customer Participation? The Role of Participation Readiness
By Beibei Dong
Fresh Perspectives on Customer Experience (New)
Janet R. McColl-Kennedy, The University of Queensland
Anders Gustafsson, Karlstad University
Elina Jaakkola, Turku School of Economics
Phil Klaus, Brunel University London
Zoe Radnor, Loughborough University
Helen Perks, Nottingham University
Arizona Diamondbacks CEO Creates Fan-Centric Culture
If you attended Compete through Service symposium then you had an opportunity to hear excellent presentations by Bruce Temkin and Derrick Hall about Customer Experience.
Wearing Community: Why Customers Purchase A Service Firm’S Logo Products
Mark S. Rosenbaum, Northern Illinois University
Drew Martin, University of Hawaii, Hilo
Customer Positivity and Participation In Services: an Empirical Test In a Health Care Context
Andrew S. Gallan, Case Western Reserve University
Cheryl Burke Jarvis, Southern Illinois University
Stephen W. Brown, Arizona State University
Mary Jo Bitner, Arizona State University
Signs and Practices as Resources in IT-Related Service Innovation
Helge Lobler, University of Leipzig
Robert Lusch, University of Arizona
Self Service and Inter-Customer Interactions: Blame Attribution, Responsibility Assignment, Perceived Service Quality and Repeat Purchasing Intentions
Mei Li, Arizona State University
Thomas Choi, Arizona State University
Elliot Rabinovich, Arizona State University
Aaron Crawford, Arizona State University
Reward Redemption Effects in a Loyalty Program When Customers Choose How Much and When to Redeem
Matilda Dorotic, BI Norwegian Business School
Peter C. Verhoef, University of Groningen
Dennis Fok, Erasmus University Rotterdam
Tammo H.A. Bijmolt, University of Groningen
Self-Service Operations at Retail Stores: The Role of Inter-Customer Interactions
Mei Li*, Lehigh University
Thomas Y. Choi, Arizona State University
Elliot Rabinovich, Arizona State University
Aaron Crawford, Arizona State University
Why Attachment Security Matters: How Customers’ Attachment Styles Influence Their Relationships With Service Firms and Service Employees
Ruth N. Bolton, Marketing Science Institute
Martin Mende, University of Kentucky
Building Long Term Relationships between Service Organizations and Customers
Ruth N. Bolton, Arizona State University
Ranjit M. Christopher, Arizona State University
Seeding the Cloud by Re-Aligning People, Process and Technology
* Haluk Demirkan, Arizona State University
Michael Goul, Arizona State University
George W. Brown, Value Chain Group, Inc.
What do you think, boss? How to gain board support for your Customer Experience (CX) program (and other marketing-led strategies)
According to our most recent research, CX Management, for better or worse, is firmly allocated in the firm’s marketing function. This association, however, triggers multiple challenges for CX managers, or, to be more precise, CMOs worldwide.
Service Experience and Co-creation
- A Conceptual Model of Value Co-Creation Risk (Stephen S. Tax, Uzay Damali, Dave McCutcheon, Enrico Secchi)
- A Customer Liberation Manifesto (Raymond P.