دوشنبه 10 اردیبهشت 1403
| عنوان مقاله | |
| عنوان مقاله |
The interplay of customer experience and commitment |
| عنوان فارسی مقاله | تأثیر متقابل تجربه و تعهد مشتری |
| مشخصات مقاله انگلیسی | |
| نشریه: emerald |
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| سال انتشار |
2017 |
| عنوان مجله |
Journal of Services Marketing |
| تعداد صفحات مقاله انگلیسی | 32 |
| رفرنس | دارد |
| تعداد رفرنس | 136 |
| چکیده مقاله | |
| چکیده |
Managing the customer experience, defined simply as “creating a strong customer experience” (Lemon and Verhoef 2016, p. 69), is being hailed as the next field upon which firms will compete to grow market share. Research by Gartner finds that by 2017, 89% of companies plan to compete primarily on the basis of customer experience (Gartner, 2016). Moreover, customer experience management has recently emerged as a distinct profession to address the rapidly growing demand by businesses for expertise in the field (Fatma, 2014). |
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| دانلود | |
