A Bayesian examination of the relationship of internal and external touchpoints in the customer experience process across various service environments

Customer experience (CX) is an aggregate of consumer touch points that can be brand-owned (completely controlled by the firm), partner-owned (collectively controlled by the firm and one or more of its partners), customer-owned (where the firm or its partner cannot exert any control or influence) or...

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Autores:

Tipo de recurso:

Fecha de publicación:

2020

Institución:

Universidad del Rosario

Repositorio:

Repositorio EdocUR - U. Rosario

Idioma:

eng

OAI Identifier:

oai:repository.urosario.edu.co:10336/22448

Acceso en línea:

https://doi.org/10.1016/j.jretconser.2019.102009
https://repository.urosario.edu.co/handle/10336/22448

Palabra clave:

Bayesian analysis
Consumption behavior
Perception
Bayesian methodology
Customer experience
Peer-to-peer interaction
Retail
Word-of-mouth

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