Applying the EEE customer mindset in luxury: reevaluating customer experience research and practice during and after corona
Abstract
Purpose This paper’s objective is to raise awareness of how customer experience (CX) research, a key construct of modern-day service research, needs to be revisited in view of the pandemic. Particularly, we examine whether CX-related service research constructs, models and frameworks need to be reevaluated during and after the Corona crisis and if so, how and why? Moreover, this paper contributes to CX research by analyzing the customer mindset...
Paper Details
Title
Applying the EEE customer mindset in luxury: reevaluating customer experience research and practice during and after corona
Published Date
Aug 14, 2020
Volume
31
Issue
6
Pages
1175 - 1183
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