Strategic B2B customer experience management: the importance of outcomes-based measures

Article English OPEN
Zolkiewski, Judy; Story, Victoria; Burton, Jamie; Chan, Paul; Gomes, Andre; Hunter-Jones, Philippa; O'Malley, Lisa; Peters, Linda D; Raddats, Chris; Robinson, William;

Purpose<br/>The purpose of this paper is to critique the adequacy of efforts to capture the complexities of customer experience (CE) in a business-to-business (B2B) context using input-output measures. The paper introduces a strategic customer experience management fram... View more
  • References (88)
    88 references, page 1 of 9

    Abbott, L. (1955), Quality and Competition. New York: Columbia University Press.

    Arnould, E. J., and Price, L. L. (1993), “River magic: Extraordinary experience and the extended service encounter”, Journal of Consumer Research, Vol. 20 (June), pp. 24- 45.

    Autry, C.W. and Golicic, S.L. (2010), “Evaluating buyer-supplier relationship-performance spirals: A longitudinal study”, Journal of Operations Management, Vol. 28, pp. 87- Baines, T. and Lightfoot, H. (2014), “Servitization of the manufacturing firm. Exploring the Bardone, E. and Secchi, D. (2009), “Distributed cognition: A research agenda for management”, In M. Afzalur Rahim and M. Rahim (Ed.), Current Topics in Management. Organizational Behavior, Performance, and Effectiveness, Vol. 14, pp. 183-207: New Brunswick, NJ: Transaction Publishers.

    Barry, J. and Terry, T.S. (2008. “Empirical study of relationship value in industrial services”, Journal of Business & Industrial Marketing, Vol. 23, No. 4, pp. 228-241.

    Baxendale, S., Macdonald, E.K. and Wilson, H.N. (2015), “The impact of different touchpoints on brand consideration”, Journal of Retailing, Vol. 91, No. 2, pp. 235- 253.

    Berry, L., Wall, E. and Carbone, L. (2006), “Service clues and customer assessment of the Brakus, J.J., Schmitt, B.H. and Zarantonello, L. (2009), "Brand experience: What is it? How is it measured? Does it affect loyalty?" Journal of Marketing, Vol. 73. No. 3, pp. 52- 68.

    Bratman, M.E. (1987), Intention, plans, and practical reason. Cambridge, MA: Harvard University Press.

    Brodie, R.J., Ilic, A., Juric, B. and Hollebeek, L., (2013), “Consumer engagement in a virtual brand community: An exploratory analysis“, Journal of Business Research, Vol. 66, No.1, pp.105-114.

    Brown, G.W., Dermikan, H., Goul, M. and Mitchell, M. (2006), “Towards the serviceoriented enterprise vision: Bridging industry and academics”. Panel Presentation American Conference on Information System, 4-6 August. Acapulco, Mexico Buckmaster, N. (1999), “Associations between outcome measurement, accountability and learning for non‐profit organisations”, International Journal of Public Sector Management, Vol. 12, No. 2, pp. 186-197.

    Bughin J., Chui, M., and Manyika, J. (2010), “Clouds, big data, and smart assets: ten techenabled business trends to watch”, McKinsey Quarterly, Vol. 56, No.1, pp. 75-86 Burkett, H. (2013), “Moving from outputs to outcomes in the public health sector: a case study”, Journal of the Grant Professionals Association, Vol. 11, No. 1, pp. 84-95.

  • Metrics
Share - Bookmark