Fresh perspectives on customer experience

McColl-Kennedy, Janet, Gustafsson, Anders, Jaakkola, Elina, Klaus, Phil, Radnor, Zoe Jane, Perks, Helen and Friman, Margareta (2015) Fresh perspectives on customer experience. Journal of Services Marketing, 29 6/7: 430-435. doi:10.1108/JSM-01-2015-0054

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Author McColl-Kennedy, Janet
Gustafsson, Anders
Jaakkola, Elina
Klaus, Phil
Radnor, Zoe Jane
Perks, Helen
Friman, Margareta
Title Fresh perspectives on customer experience
Journal name Journal of Services Marketing   Check publisher's open access policy
ISSN 0887-6045
Publication date 2015
Year available 2015
Sub-type Article (original research)
DOI 10.1108/JSM-01-2015-0054
Open Access Status Not Open Access
Volume 29
Issue 6/7
Start page 430
End page 435
Total pages 6
Place of publication Bingley, United Kingdom
Publisher Emerald Group Publishing
Collection year 2016
Language eng
Formatted abstract
– The purpose of this paper is to provide directions for future research on: broadening the role of customers in customer experience; taking a practice-based approach to customer experience; and recognizing the holistic, dynamic nature of customer experience across all touch points and over time.

– The approach is conceptual identifying current gaps in research on customer experience.

– The findings include a set of research questions and research agenda for future research on customer experience.

– This research suggests fresh perspectives for understanding the customer experience which can inspire future research and advance theory and managerial practice.
Keyword Dynamic
Customer experience
Practice-based approach
Customer role
Q-Index Code C1
Q-Index Status Confirmed Code
Institutional Status UQ

Document type: Journal Article
Sub-type: Article (original research)
Collections: Official 2016 Collection
UQ Business School Publications
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Citation counts: TR Web of Science Citation Count  Cited 2 times in Thomson Reuters Web of Science Article | Citations
Scopus Citation Count Cited 4 times in Scopus Article | Citations
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Created: Wed, 23 Sep 2015, 16:26:52 EST by Karen Morgan on behalf of UQ Business School