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23C72050 - Capstone: Customer Experience Management, Lecture, 5.9.2022-14.10.2022
This course space end date is set to 14.10.2022
Search Courses: 23C72050
Syllabus
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Weekly Readings
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Week 2
Session 1
Meyer and Schwager HBR 2007.pdf
Palmer 2010 Customer experience management- a critical review of an emerging idea.pdf
Schmitt 1999 Experiential Marketing.pdf
Session 2
Caru and Cova 2003 Revisiting consumption experience A more humble but complete view of the concept.pdf
Jain 2017 Customer experience – a review and research agenda.pdf
Week 3
Session 3
Hamilton and Price 2019 Consumer Journeys- Developing Consumer-Based Strategy.pdf
Siebert et al. JM 2020.pdf
Session 4
Edelman and Singer 2015 Competing on Customer Journeys copy.pdf
Folstad and Kvale 2018 Customer_journeys_a_systematic literature review.pdf
Week 4
Session 5
Court 2017 The-new-battleground-for-marketing-led-growth.pdf
Homburg et al 2017 Customer experience management- toward implementing an evolving marketing concept.pdf
Session 6
Lemon Verhoef 2016 Understanding Customer Experience Throughout the Customer Journey.pdf
Trischler 2018 A_designerly_way_of_analyzing_.pdf
Week 5
Session 7
Kranzbuhler 2017 The Multilevel Nature of Customer Experience Research- An Integrative Review and Research Agenda.pdf
Kuehnl 2017 Effective customer journey design- consumers’ conception, measurement, and consequences.pdf
Session 8
Frow and Payne 2007 Towards the ‘Perfect’ Customer Experience.pdf
Verhoef et al. 2009 Customer Experience Creation-Determinants, Dynamics and Management Strategies.pdf
Week 6
Session 9
Becker 2020 Customer experience- fundamental premises and implications for research.pdf
Bleier 2019 Creating Effective Online Customer Experiences.pdf
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