Artificial intelligence (AI) is becoming a pervasive technology and companies are
increasingly urged to adopt and implement it in order to thrive and innovate. While much has …

La transformación digital acelerada de las empresas, el comportamiento cambiante del
consumidor local y los planes de mercadotecnia directa y digitales tuvieron que …

Customer experience is defined as the customer's perceived overall quality of all
interactions and relationships that the customer has with a company's products and services …

Ever-increasing customer expectations coupled with rising competition compel companies
to seek new value propositions and business models. Among these are Product-Service …

This open access book is an outcome of several years of research, practice, and teaching
experience of the authors on the challenges that underpin the successful switch to services …

The restaurant business is very competitive, such that managers must identify appropriate
components of their restaurant attributes to better satisfy the needs and wants of their …

This study examines the relationship between digital customer journey management and
customer satisfaction in the Nigerian Islamic banking system. The study is guided by a …

This book chapter describes a conceptual framework that can support the identification of
value co-creation within the context of digitally-enabled Product-Service Systems (PSS). The …

Purpose This paper aims to present journey map** as a creative practice that can be used
to “do doctoral education differently”, specifically, in a way that supports the wellbeing of …

In business to business (B2B) firms, customer journeys make up a complex myriad of
touchpoints which customers interact with during a buying process. This is a dynamic …