Zobrazeno 1 - 5
of 5
pro vyhledávání: '"Michaela Lipkin"'
Autor:
Kristina Heinonen, Michaela Lipkin
Publikováno v:
Psychology & Marketing.
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::bc4802bb6295eea4e0768dd3e7cda6ed
https://doi.org/10.1002/mar.21830
https://doi.org/10.1002/mar.21830
Autor:
Michaela Lipkin, Kristina Heinonen
Publikováno v:
Journal of Services Marketing. 36:1-17
PurposeThis study aims to characterize how ecosystem actors shape customer experience (CX). The study also proposes implications for managers and research regarding the customer ecosystem, its actors and actor constellations in the context of CXs.Des
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::20ae18860bf26aa91caf5435ad2c586b
https://doi.org/10.1108/jsm-03-2021-0080
https://doi.org/10.1108/jsm-03-2021-0080
Publikováno v:
Journal of Services Marketing. 33:44-56
PurposeThis study aims to introduce and characterize a specific form of self-service technology (SST), customer self-service devices (SSDs), as well as propose and apply a classification scheme of SSDs to encourage future research on such SSTs.Design
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::dd008bb7bd12a498a57bf8deca570e3a
https://doi.org/10.1108/jsm-10-2018-0292
https://doi.org/10.1108/jsm-10-2018-0292
Autor:
Michaela Lipkin
Publikováno v:
Journal of Service Management. 27:678-703
Purpose The purpose of this paper is to review customer experience formation (CXF) by first locating and analyzing how researchers approach CXF in the service literature and the theoretical underpinnings of these approaches, and then assessing which
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::2e48b8ccd7b118a5b2237d9aba80ca6b
https://doi.org/10.1108/josm-06-2015-0180
https://doi.org/10.1108/josm-06-2015-0180
Autor:
Veronica Liljander, Karina T. Liljedal, Magnus Söderlund, Marianne Sepp, Michaela Lipkin, Pia Hellman, Johanna Gummerus, Eeva-Liisa Oikarinen
Publikováno v:
Journal of Service Management. 25:512-530
Purpose– The purpose of this paper is to examine reactions when customers in service encounters receive preferential treatment (i.e. something extra in relation to other customers). The examination is conducted in a social context that allows the c
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::cb1e84979cc182147724cbcf9c33fb93
https://doi.org/10.1108/josm-02-2014-0048
https://doi.org/10.1108/josm-02-2014-0048