Customer experience challenges: bringing together digital, physical and social realms

Bolton, Ruth; McColl-Kennedy, Janet; Cheung, Lilliemay; Gallan, Andrew; Orsingher, Chiara; Witell, Lars; Zaki, Mohamed

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Authors

Bolton, Ruth

McColl-Kennedy, Janet

Cheung, Lilliemay

Gallan, Andrew

Orsingher, Chiara

Witell, Lars

Zaki, Mohamed

Journal Title

Journal of Service Management

ISSN

1757-5818

Publisher

Emerald Publishing

Type

Article

Metadata

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Citation

Bolton, R., McColl-Kennedy, J., Cheung, L., Gallan, A., Orsingher, C., Witell, L., & Zaki, M. (2018). Customer experience challenges: bringing together digital, physical and social realms. Journal of Service Management https://doi.org/10.1108/JOSM-04-2018-0113

Abstract

This paper discusses important societal issues, such as individual and societal needs for privacy, security, and transparency. It sets out potential avenues for service innovation in these areas.

Identifiers

External DOI: https://doi.org/10.1108/JOSM-04-2018-0113

This record's URL: https://www.repository.cam.ac.uk/handle/1810/280207

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