Browsing Handelshøyskolen BI by Author "Jaakkola, Elina"

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    • Fresh perspectives on customer experience 

      McColl-Kennedy, Janet; Gustafsson, Anders; Jaakkola, Elina; Klaus, Phil; Radnor, Zoe; Perks, Helen; Friman, Margareta (Journal article; Peer reviewed, 2015)
      Purpose – The purpose is to provide directions for future research on: (1) broadening the role of customers in customer experience; (2) taking a practice-based approach to customer experience; and (3) recognizing the ...