| What do you think, boss? How to gain board support for your Customer Experience (CX) program (and other marketing-led strategies) |
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| A Customer Liberation Manifesto (New) |
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| Alleviating Service Customers’ Crowding Perception: Roles of Incidental Similarity and Its Valence and Importance (New) |
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| The forgotten asset – the crucial role of the employee in delivering great Customer Experience (CX) |
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| Differentiating on the Human Experience to Drive Customer Loyalty and Growth |
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| Human vs. Machine: Exploring the Breadth and Implications of CRM Strategies (New) |
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| Are all channels truly equal? How to design and manage a successful Multichannel Customer Experience (CX) Program |
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| Balancing Risk and Return in a Customer Portfolio |
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| Service Innovation – The Experience Is Not Enough |
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| The Service Network Experience: Customer Evaluations of Performance and Brand Image |
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