Defining customer experiential knowledge and its dimensions: a conceptualization starting from a netnographic study of specialty coffee blogs
Abstract
Purpose This paper aims to develop a theoretical framework for the conceptualization of customer experiential knowledge (CEK) by logically combining its different dimensions into one coherent explanatory concept. Drawing on the integration of the literature on customer experience, customer knowledge management and customer insights acquisition, supported by adequate empirical evidence, the framework provides a systematic, comprehensive and...
Paper Details
Title
Defining customer experiential knowledge and its dimensions: a conceptualization starting from a netnographic study of specialty coffee blogs
Published Date
Jun 22, 2021
Volume
25
Issue
11
Pages
149 - 174
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