Moments of angst: A critical incident approach to designing customer-experience value systems

Author： Fawcett Amydee M.   Fawcett Stanley E.   Cooper M. Bixby   Daynes Kristine S.  

Publisher： Emerald Group Publishing Ltd

ISSN： 1463-5771

Source： Benchmarking: An International Journal, Vol.21, Iss.3, 2014-04, pp. : 450-480

Disclaimer: Any content in publications that violate the sovereignty, the constitution or regulations of the PRC is not accepted or approved by CNPIEC.

Previous Menu Next

Related content

Is a critical incident critical for a customer relationship?

By Edvardsson Bo   Strandvik Tore  

Managing Service Quality, Vol. 10, Iss. 2, 2000-04 ,pp. : 82-91

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Identifying and ranking critical success factors of customer experience in banks: An analytic hierarchy process (AHP) approach

By Garg Ruchi   Rahman Zillur   Qureshi M.N.   Kumar Ishwar  

Journal of Modelling in Management, Vol. 7, Iss. 2, 2012-06 ,pp. : 201-220

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Causes of customer dissatisfaction - studies of public transport by the critical-incident method

By Edvardsson Bo  

Managing Service Quality, Vol. 8, Iss. 3, 1998-03 ,pp. : 189-197

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Customer experience: a critical literature review and research agenda

By Garg Ruchi  

International Journal of Services Sciences, Vol. 4, Iss. 2, 2011-02 ,pp. : 146-173

Inderscience Publishers

Access to resources Recommend Favorite

Costing customer value: an approach for the agile enterprise

By Hooper Mark J   Steeple Derek   Winters Clive N  

International Journal of Operations & Production Management, Vol. 21, Iss. 5-6, 2001-05 ,pp. : 630-644

Emerald Group Publishing Ltd

Access to resources Recommend Favorite