Customer service experiences: Developing and applying a sequential incident laddering technique

European Journal of Marketing

Volumn 47, Issue 5, 2013, Pages 738-768

  Jüttner, Uta ^a   Schaffner, Dorothea ^b   Windler, Katharina ^b   Maklan, Stan ^a  

^a CRANFIELD UNIVERSITY   (United Kingdom)

^b LUCERNE UNIVERSITY OF APPLIED SCIENCES AND ARTS   (Switzerland)

Author keywords

Customer experience measurement; Customer service experience; Customer service management; Experience; Laddering technique; Perception; Sequential incident technique

Indexed keywords

EID: 84878881249     PISSN: 03090566     EISSN: None     Source Type: Journal    
DOI: 10.1108/03090561311306769     Document Type: Article

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