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BA 212 Customer Service Essentials: Week 3 - Customer Journey & Touch Points

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E-Books

Managing customer experiences in an omnichannel world melody of online and offline environments in the customer journey by Dirsehan, T.
ISBN: 9781800433908

Publication Date: 2020

Available through ProQuest
Transform customer experience: How to achieve customer success and create exceptional CX by Villani, I.
ISBN: 9780730369103

Publication Date: 2019

Available through ProQuest

Articles

The customer journey in a product-service system business model by Azzine Shiratori, E.K. ; Hofmann Trevisan, A.; Mascarenhas, J.
Procedia CIRP, (2021), 100, 313-318
Available through ScienceDirect
Next level customer service: Understanding the benefits of customer-to-customer interactions
Strategic direction (Bradford, England), (2020), 36 (9), 23-25
Available through ProQuest
Rude customers and service performance: Roles of motivation and personality by Yoon, D.J.
The Service industries journal, (2022), 42 (1-2), 81-106
Available through EBSCOhost

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