Shifting to phygital experience management with design science : a six-step method to manage customer journeys
Gespeichert in:
| Autor*in: |
Jacob, Florence [verfasserIn] Pez, Virginie [verfasserIn] Volle, Pierre [verfasserIn] |
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| Format: |
E-Artikel |
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| Sprache: |
Englisch |
| Erschienen: |
2023 |
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| Schlagwörter: |
Customer experience management |
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| Übergeordnetes Werk: |
Enthalten in: Journal of strategic marketing - London : Routledge, 1993, 31(2023), 5, Seite 961-982 |
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| Übergeordnetes Werk: |
volume:31 ; year:2023 ; number:5 ; pages:961-982 |
| Links: |
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| DOI / URN: |
10.1080/0965254X.2021.2016894 |
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| Katalog-ID: |
1851801650 |
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| 982 | |2 26 |1 00 |x DE-206 |b This research addresses the issue of phygital customer journey management by proposing a conceptual framework. The framework allows for the development of an artifact in the form of a six-step method accompanied by an experiential blueprint. To do so, a methodology taken from design science is applied. The research highlights new customer journey management capabilities and contributes to the theory of marketing capabilities, viewing the alignment of company and customer resources as a central issue in experience management. As one of the first to use the design science research methodology (DRSM) in the field of marketing, this research also contributes to the renewal of the methodologies used by both practitioners and researchers. | ||
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10.1080/0965254X.2021.2016894 doi (DE-627)1851801650 (DE-599)KXP1851801650 DE-627 ger DE-627 rda eng Jacob, Florence verfasserin (DE-588)1259807630 (DE-627)1806901226 aut Shifting to phygital experience management with design science a six-step method to manage customer journeys Florence Jacob, Virginie Pez, Pierre Volle 2023 Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier Customer experience management (dpeaa)DE-206 customer journeys (dpeaa)DE-206 design science research methodology (DSRM) (dpeaa)DE-206 marketing capabilities (dpeaa)DE-206 phygital customer experience (dpeaa)DE-206 Pez, Virginie verfasserin aut Volle, Pierre verfasserin aut Enthalten in Journal of strategic marketing London : Routledge, 1993 31(2023), 5, Seite 961-982 Online-Ressource (DE-627)320606392 (DE-600)2020800-5 (DE-576)263253562 1466-4488 nnns volume:31 year:2023 number:5 pages:961-982 https://www.tandfonline.com/doi/pdf/10.1080/0965254X.2021.2016894 Verlag lizenzpflichtig https://doi.org/10.1080/0965254X.2021.2016894 Resolving-System lizenzpflichtig GBV_USEFLAG_U GBV_ILN_26 ISIL_DE-206 SYSFLAG_1 GBV_KXP GBV_ILN_11 GBV_ILN_20 GBV_ILN_22 GBV_ILN_23 GBV_ILN_24 GBV_ILN_31 GBV_ILN_32 GBV_ILN_40 GBV_ILN_60 GBV_ILN_62 GBV_ILN_63 GBV_ILN_65 GBV_ILN_69 GBV_ILN_70 GBV_ILN_90 GBV_ILN_95 GBV_ILN_100 GBV_ILN_110 GBV_ILN_120 GBV_ILN_151 GBV_ILN_152 GBV_ILN_224 GBV_ILN_285 GBV_ILN_370 GBV_ILN_647 GBV_ILN_702 GBV_ILN_2001 GBV_ILN_2003 GBV_ILN_2005 GBV_ILN_2006 GBV_ILN_2007 GBV_ILN_2009 GBV_ILN_2010 GBV_ILN_2011 GBV_ILN_2014 GBV_ILN_2015 GBV_ILN_2020 GBV_ILN_2021 GBV_ILN_2025 GBV_ILN_2026 GBV_ILN_2027 GBV_ILN_2034 GBV_ILN_2048 GBV_ILN_2050 GBV_ILN_2055 GBV_ILN_2057 GBV_ILN_2059 GBV_ILN_2061 GBV_ILN_2065 GBV_ILN_2068 GBV_ILN_2088 GBV_ILN_2093 GBV_ILN_2106 GBV_ILN_2108 GBV_ILN_2111 GBV_ILN_2112 GBV_ILN_2113 GBV_ILN_2118 GBV_ILN_2122 GBV_ILN_2129 GBV_ILN_2143 GBV_ILN_2147 GBV_ILN_2148 GBV_ILN_2152 GBV_ILN_2153 GBV_ILN_2190 GBV_ILN_2232 GBV_ILN_2336 GBV_ILN_2470 GBV_ILN_2472 GBV_ILN_2507 GBV_ILN_2548 GBV_ILN_4035 GBV_ILN_4037 GBV_ILN_4046 GBV_ILN_4112 GBV_ILN_4125 GBV_ILN_4126 GBV_ILN_4242 GBV_ILN_4246 GBV_ILN_4249 GBV_ILN_4305 GBV_ILN_4306 GBV_ILN_4307 GBV_ILN_4313 GBV_ILN_4322 GBV_ILN_4323 GBV_ILN_4324 GBV_ILN_4325 GBV_ILN_4326 GBV_ILN_4335 GBV_ILN_4338 GBV_ILN_4393 GBV_ILN_4700 AR 31 2023 5 961-982 26 01 0206 4348680671 x1z 05-07-23 26 00 DE-206 This research addresses the issue of phygital customer journey management by proposing a conceptual framework. The framework allows for the development of an artifact in the form of a six-step method accompanied by an experiential blueprint. To do so, a methodology taken from design science is applied. The research highlights new customer journey management capabilities and contributes to the theory of marketing capabilities, viewing the alignment of company and customer resources as a central issue in experience management. As one of the first to use the design science research methodology (DRSM) in the field of marketing, this research also contributes to the renewal of the methodologies used by both practitioners and researchers. |
| spelling |
10.1080/0965254X.2021.2016894 doi (DE-627)1851801650 (DE-599)KXP1851801650 DE-627 ger DE-627 rda eng Jacob, Florence verfasserin (DE-588)1259807630 (DE-627)1806901226 aut Shifting to phygital experience management with design science a six-step method to manage customer journeys Florence Jacob, Virginie Pez, Pierre Volle 2023 Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier Customer experience management (dpeaa)DE-206 customer journeys (dpeaa)DE-206 design science research methodology (DSRM) (dpeaa)DE-206 marketing capabilities (dpeaa)DE-206 phygital customer experience (dpeaa)DE-206 Pez, Virginie verfasserin aut Volle, Pierre verfasserin aut Enthalten in Journal of strategic marketing London : Routledge, 1993 31(2023), 5, Seite 961-982 Online-Ressource (DE-627)320606392 (DE-600)2020800-5 (DE-576)263253562 1466-4488 nnns volume:31 year:2023 number:5 pages:961-982 https://www.tandfonline.com/doi/pdf/10.1080/0965254X.2021.2016894 Verlag lizenzpflichtig https://doi.org/10.1080/0965254X.2021.2016894 Resolving-System lizenzpflichtig GBV_USEFLAG_U GBV_ILN_26 ISIL_DE-206 SYSFLAG_1 GBV_KXP GBV_ILN_11 GBV_ILN_20 GBV_ILN_22 GBV_ILN_23 GBV_ILN_24 GBV_ILN_31 GBV_ILN_32 GBV_ILN_40 GBV_ILN_60 GBV_ILN_62 GBV_ILN_63 GBV_ILN_65 GBV_ILN_69 GBV_ILN_70 GBV_ILN_90 GBV_ILN_95 GBV_ILN_100 GBV_ILN_110 GBV_ILN_120 GBV_ILN_151 GBV_ILN_152 GBV_ILN_224 GBV_ILN_285 GBV_ILN_370 GBV_ILN_647 GBV_ILN_702 GBV_ILN_2001 GBV_ILN_2003 GBV_ILN_2005 GBV_ILN_2006 GBV_ILN_2007 GBV_ILN_2009 GBV_ILN_2010 GBV_ILN_2011 GBV_ILN_2014 GBV_ILN_2015 GBV_ILN_2020 GBV_ILN_2021 GBV_ILN_2025 GBV_ILN_2026 GBV_ILN_2027 GBV_ILN_2034 GBV_ILN_2048 GBV_ILN_2050 GBV_ILN_2055 GBV_ILN_2057 GBV_ILN_2059 GBV_ILN_2061 GBV_ILN_2065 GBV_ILN_2068 GBV_ILN_2088 GBV_ILN_2093 GBV_ILN_2106 GBV_ILN_2108 GBV_ILN_2111 GBV_ILN_2112 GBV_ILN_2113 GBV_ILN_2118 GBV_ILN_2122 GBV_ILN_2129 GBV_ILN_2143 GBV_ILN_2147 GBV_ILN_2148 GBV_ILN_2152 GBV_ILN_2153 GBV_ILN_2190 GBV_ILN_2232 GBV_ILN_2336 GBV_ILN_2470 GBV_ILN_2472 GBV_ILN_2507 GBV_ILN_2548 GBV_ILN_4035 GBV_ILN_4037 GBV_ILN_4046 GBV_ILN_4112 GBV_ILN_4125 GBV_ILN_4126 GBV_ILN_4242 GBV_ILN_4246 GBV_ILN_4249 GBV_ILN_4305 GBV_ILN_4306 GBV_ILN_4307 GBV_ILN_4313 GBV_ILN_4322 GBV_ILN_4323 GBV_ILN_4324 GBV_ILN_4325 GBV_ILN_4326 GBV_ILN_4335 GBV_ILN_4338 GBV_ILN_4393 GBV_ILN_4700 AR 31 2023 5 961-982 26 01 0206 4348680671 x1z 05-07-23 26 00 DE-206 This research addresses the issue of phygital customer journey management by proposing a conceptual framework. The framework allows for the development of an artifact in the form of a six-step method accompanied by an experiential blueprint. To do so, a methodology taken from design science is applied. The research highlights new customer journey management capabilities and contributes to the theory of marketing capabilities, viewing the alignment of company and customer resources as a central issue in experience management. As one of the first to use the design science research methodology (DRSM) in the field of marketing, this research also contributes to the renewal of the methodologies used by both practitioners and researchers. |
| allfields_unstemmed |
10.1080/0965254X.2021.2016894 doi (DE-627)1851801650 (DE-599)KXP1851801650 DE-627 ger DE-627 rda eng Jacob, Florence verfasserin (DE-588)1259807630 (DE-627)1806901226 aut Shifting to phygital experience management with design science a six-step method to manage customer journeys Florence Jacob, Virginie Pez, Pierre Volle 2023 Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier Customer experience management (dpeaa)DE-206 customer journeys (dpeaa)DE-206 design science research methodology (DSRM) (dpeaa)DE-206 marketing capabilities (dpeaa)DE-206 phygital customer experience (dpeaa)DE-206 Pez, Virginie verfasserin aut Volle, Pierre verfasserin aut Enthalten in Journal of strategic marketing London : Routledge, 1993 31(2023), 5, Seite 961-982 Online-Ressource (DE-627)320606392 (DE-600)2020800-5 (DE-576)263253562 1466-4488 nnns volume:31 year:2023 number:5 pages:961-982 https://www.tandfonline.com/doi/pdf/10.1080/0965254X.2021.2016894 Verlag lizenzpflichtig https://doi.org/10.1080/0965254X.2021.2016894 Resolving-System lizenzpflichtig GBV_USEFLAG_U GBV_ILN_26 ISIL_DE-206 SYSFLAG_1 GBV_KXP GBV_ILN_11 GBV_ILN_20 GBV_ILN_22 GBV_ILN_23 GBV_ILN_24 GBV_ILN_31 GBV_ILN_32 GBV_ILN_40 GBV_ILN_60 GBV_ILN_62 GBV_ILN_63 GBV_ILN_65 GBV_ILN_69 GBV_ILN_70 GBV_ILN_90 GBV_ILN_95 GBV_ILN_100 GBV_ILN_110 GBV_ILN_120 GBV_ILN_151 GBV_ILN_152 GBV_ILN_224 GBV_ILN_285 GBV_ILN_370 GBV_ILN_647 GBV_ILN_702 GBV_ILN_2001 GBV_ILN_2003 GBV_ILN_2005 GBV_ILN_2006 GBV_ILN_2007 GBV_ILN_2009 GBV_ILN_2010 GBV_ILN_2011 GBV_ILN_2014 GBV_ILN_2015 GBV_ILN_2020 GBV_ILN_2021 GBV_ILN_2025 GBV_ILN_2026 GBV_ILN_2027 GBV_ILN_2034 GBV_ILN_2048 GBV_ILN_2050 GBV_ILN_2055 GBV_ILN_2057 GBV_ILN_2059 GBV_ILN_2061 GBV_ILN_2065 GBV_ILN_2068 GBV_ILN_2088 GBV_ILN_2093 GBV_ILN_2106 GBV_ILN_2108 GBV_ILN_2111 GBV_ILN_2112 GBV_ILN_2113 GBV_ILN_2118 GBV_ILN_2122 GBV_ILN_2129 GBV_ILN_2143 GBV_ILN_2147 GBV_ILN_2148 GBV_ILN_2152 GBV_ILN_2153 GBV_ILN_2190 GBV_ILN_2232 GBV_ILN_2336 GBV_ILN_2470 GBV_ILN_2472 GBV_ILN_2507 GBV_ILN_2548 GBV_ILN_4035 GBV_ILN_4037 GBV_ILN_4046 GBV_ILN_4112 GBV_ILN_4125 GBV_ILN_4126 GBV_ILN_4242 GBV_ILN_4246 GBV_ILN_4249 GBV_ILN_4305 GBV_ILN_4306 GBV_ILN_4307 GBV_ILN_4313 GBV_ILN_4322 GBV_ILN_4323 GBV_ILN_4324 GBV_ILN_4325 GBV_ILN_4326 GBV_ILN_4335 GBV_ILN_4338 GBV_ILN_4393 GBV_ILN_4700 AR 31 2023 5 961-982 26 01 0206 4348680671 x1z 05-07-23 26 00 DE-206 This research addresses the issue of phygital customer journey management by proposing a conceptual framework. The framework allows for the development of an artifact in the form of a six-step method accompanied by an experiential blueprint. To do so, a methodology taken from design science is applied. The research highlights new customer journey management capabilities and contributes to the theory of marketing capabilities, viewing the alignment of company and customer resources as a central issue in experience management. As one of the first to use the design science research methodology (DRSM) in the field of marketing, this research also contributes to the renewal of the methodologies used by both practitioners and researchers. |
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10.1080/0965254X.2021.2016894 doi (DE-627)1851801650 (DE-599)KXP1851801650 DE-627 ger DE-627 rda eng Jacob, Florence verfasserin (DE-588)1259807630 (DE-627)1806901226 aut Shifting to phygital experience management with design science a six-step method to manage customer journeys Florence Jacob, Virginie Pez, Pierre Volle 2023 Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier Customer experience management (dpeaa)DE-206 customer journeys (dpeaa)DE-206 design science research methodology (DSRM) (dpeaa)DE-206 marketing capabilities (dpeaa)DE-206 phygital customer experience (dpeaa)DE-206 Pez, Virginie verfasserin aut Volle, Pierre verfasserin aut Enthalten in Journal of strategic marketing London : Routledge, 1993 31(2023), 5, Seite 961-982 Online-Ressource (DE-627)320606392 (DE-600)2020800-5 (DE-576)263253562 1466-4488 nnns volume:31 year:2023 number:5 pages:961-982 https://www.tandfonline.com/doi/pdf/10.1080/0965254X.2021.2016894 Verlag lizenzpflichtig https://doi.org/10.1080/0965254X.2021.2016894 Resolving-System lizenzpflichtig GBV_USEFLAG_U GBV_ILN_26 ISIL_DE-206 SYSFLAG_1 GBV_KXP GBV_ILN_11 GBV_ILN_20 GBV_ILN_22 GBV_ILN_23 GBV_ILN_24 GBV_ILN_31 GBV_ILN_32 GBV_ILN_40 GBV_ILN_60 GBV_ILN_62 GBV_ILN_63 GBV_ILN_65 GBV_ILN_69 GBV_ILN_70 GBV_ILN_90 GBV_ILN_95 GBV_ILN_100 GBV_ILN_110 GBV_ILN_120 GBV_ILN_151 GBV_ILN_152 GBV_ILN_224 GBV_ILN_285 GBV_ILN_370 GBV_ILN_647 GBV_ILN_702 GBV_ILN_2001 GBV_ILN_2003 GBV_ILN_2005 GBV_ILN_2006 GBV_ILN_2007 GBV_ILN_2009 GBV_ILN_2010 GBV_ILN_2011 GBV_ILN_2014 GBV_ILN_2015 GBV_ILN_2020 GBV_ILN_2021 GBV_ILN_2025 GBV_ILN_2026 GBV_ILN_2027 GBV_ILN_2034 GBV_ILN_2048 GBV_ILN_2050 GBV_ILN_2055 GBV_ILN_2057 GBV_ILN_2059 GBV_ILN_2061 GBV_ILN_2065 GBV_ILN_2068 GBV_ILN_2088 GBV_ILN_2093 GBV_ILN_2106 GBV_ILN_2108 GBV_ILN_2111 GBV_ILN_2112 GBV_ILN_2113 GBV_ILN_2118 GBV_ILN_2122 GBV_ILN_2129 GBV_ILN_2143 GBV_ILN_2147 GBV_ILN_2148 GBV_ILN_2152 GBV_ILN_2153 GBV_ILN_2190 GBV_ILN_2232 GBV_ILN_2336 GBV_ILN_2470 GBV_ILN_2472 GBV_ILN_2507 GBV_ILN_2548 GBV_ILN_4035 GBV_ILN_4037 GBV_ILN_4046 GBV_ILN_4112 GBV_ILN_4125 GBV_ILN_4126 GBV_ILN_4242 GBV_ILN_4246 GBV_ILN_4249 GBV_ILN_4305 GBV_ILN_4306 GBV_ILN_4307 GBV_ILN_4313 GBV_ILN_4322 GBV_ILN_4323 GBV_ILN_4324 GBV_ILN_4325 GBV_ILN_4326 GBV_ILN_4335 GBV_ILN_4338 GBV_ILN_4393 GBV_ILN_4700 AR 31 2023 5 961-982 26 01 0206 4348680671 x1z 05-07-23 26 00 DE-206 This research addresses the issue of phygital customer journey management by proposing a conceptual framework. The framework allows for the development of an artifact in the form of a six-step method accompanied by an experiential blueprint. To do so, a methodology taken from design science is applied. The research highlights new customer journey management capabilities and contributes to the theory of marketing capabilities, viewing the alignment of company and customer resources as a central issue in experience management. As one of the first to use the design science research methodology (DRSM) in the field of marketing, this research also contributes to the renewal of the methodologies used by both practitioners and researchers. |
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10.1080/0965254X.2021.2016894 doi (DE-627)1851801650 (DE-599)KXP1851801650 DE-627 ger DE-627 rda eng Jacob, Florence verfasserin (DE-588)1259807630 (DE-627)1806901226 aut Shifting to phygital experience management with design science a six-step method to manage customer journeys Florence Jacob, Virginie Pez, Pierre Volle 2023 Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier Customer experience management (dpeaa)DE-206 customer journeys (dpeaa)DE-206 design science research methodology (DSRM) (dpeaa)DE-206 marketing capabilities (dpeaa)DE-206 phygital customer experience (dpeaa)DE-206 Pez, Virginie verfasserin aut Volle, Pierre verfasserin aut Enthalten in Journal of strategic marketing London : Routledge, 1993 31(2023), 5, Seite 961-982 Online-Ressource (DE-627)320606392 (DE-600)2020800-5 (DE-576)263253562 1466-4488 nnns volume:31 year:2023 number:5 pages:961-982 https://www.tandfonline.com/doi/pdf/10.1080/0965254X.2021.2016894 Verlag lizenzpflichtig https://doi.org/10.1080/0965254X.2021.2016894 Resolving-System lizenzpflichtig GBV_USEFLAG_U GBV_ILN_26 ISIL_DE-206 SYSFLAG_1 GBV_KXP GBV_ILN_11 GBV_ILN_20 GBV_ILN_22 GBV_ILN_23 GBV_ILN_24 GBV_ILN_31 GBV_ILN_32 GBV_ILN_40 GBV_ILN_60 GBV_ILN_62 GBV_ILN_63 GBV_ILN_65 GBV_ILN_69 GBV_ILN_70 GBV_ILN_90 GBV_ILN_95 GBV_ILN_100 GBV_ILN_110 GBV_ILN_120 GBV_ILN_151 GBV_ILN_152 GBV_ILN_224 GBV_ILN_285 GBV_ILN_370 GBV_ILN_647 GBV_ILN_702 GBV_ILN_2001 GBV_ILN_2003 GBV_ILN_2005 GBV_ILN_2006 GBV_ILN_2007 GBV_ILN_2009 GBV_ILN_2010 GBV_ILN_2011 GBV_ILN_2014 GBV_ILN_2015 GBV_ILN_2020 GBV_ILN_2021 GBV_ILN_2025 GBV_ILN_2026 GBV_ILN_2027 GBV_ILN_2034 GBV_ILN_2048 GBV_ILN_2050 GBV_ILN_2055 GBV_ILN_2057 GBV_ILN_2059 GBV_ILN_2061 GBV_ILN_2065 GBV_ILN_2068 GBV_ILN_2088 GBV_ILN_2093 GBV_ILN_2106 GBV_ILN_2108 GBV_ILN_2111 GBV_ILN_2112 GBV_ILN_2113 GBV_ILN_2118 GBV_ILN_2122 GBV_ILN_2129 GBV_ILN_2143 GBV_ILN_2147 GBV_ILN_2148 GBV_ILN_2152 GBV_ILN_2153 GBV_ILN_2190 GBV_ILN_2232 GBV_ILN_2336 GBV_ILN_2470 GBV_ILN_2472 GBV_ILN_2507 GBV_ILN_2548 GBV_ILN_4035 GBV_ILN_4037 GBV_ILN_4046 GBV_ILN_4112 GBV_ILN_4125 GBV_ILN_4126 GBV_ILN_4242 GBV_ILN_4246 GBV_ILN_4249 GBV_ILN_4305 GBV_ILN_4306 GBV_ILN_4307 GBV_ILN_4313 GBV_ILN_4322 GBV_ILN_4323 GBV_ILN_4324 GBV_ILN_4325 GBV_ILN_4326 GBV_ILN_4335 GBV_ILN_4338 GBV_ILN_4393 GBV_ILN_4700 AR 31 2023 5 961-982 26 01 0206 4348680671 x1z 05-07-23 26 00 DE-206 This research addresses the issue of phygital customer journey management by proposing a conceptual framework. The framework allows for the development of an artifact in the form of a six-step method accompanied by an experiential blueprint. To do so, a methodology taken from design science is applied. The research highlights new customer journey management capabilities and contributes to the theory of marketing capabilities, viewing the alignment of company and customer resources as a central issue in experience management. As one of the first to use the design science research methodology (DRSM) in the field of marketing, this research also contributes to the renewal of the methodologies used by both practitioners and researchers. |
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26 00 DE-206 This research addresses the issue of phygital customer journey management by proposing a conceptual framework. The framework allows for the development of an artifact in the form of a six-step method accompanied by an experiential blueprint. To do so, a methodology taken from design science is applied. The research highlights new customer journey management capabilities and contributes to the theory of marketing capabilities, viewing the alignment of company and customer resources as a central issue in experience management. As one of the first to use the design science research methodology (DRSM) in the field of marketing, this research also contributes to the renewal of the methodologies used by both practitioners and researchers Shifting to phygital experience management with design science a six-step method to manage customer journeys Florence Jacob, Virginie Pez, Pierre Volle Customer experience management (dpeaa)DE-206 customer journeys (dpeaa)DE-206 design science research methodology (DSRM) (dpeaa)DE-206 marketing capabilities (dpeaa)DE-206 phygital customer experience (dpeaa)DE-206 |
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| score |
7.400694 |