Strategic B2B customer experience management: the importance of outcomes-based measures

Purpose – The purpose of this paper is to critique the adequacy of efforts to capture the complexities of customer experience in a business-to-business (B2B) context using input–output measures. The paper introduces a strategic customer experience management framework to capture the complexity of B2...

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Bibliographic Details

Main Authors:	Judy Zolkiewski, Victoria Story, Jamie Burton, Paul Chan, Andre Gomes, Philippa Hunter-Jones, Lisa O'Malley, Linda D. Peters, Chris Raddats, William Robinson
Format:	Default Article
Published:	2017
Subjects:	Other commerce, management, tourism and services not elsewhere classified B2B services B2B customer experience Outcomes-based measures Business and Management not elsewhere classified
Online Access:	https://hdl.handle.net/2134/26175
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