Customer Experience Collection
Introduction
The Journal of Service Research offers a curated collection of articles on CX
INTEREST CATEGORY: SERVICE
POSTING TYPE: Journal News
Author: Mike Brady
Customer Experience Collection
Journal of Service Research
Editor: Michael K. Brady
Florida State University, USA
As customer experience (CX) continues to be high on the scholarly and practitioner agendas, this collection of articles represents a sample of research studies focusing on CX and its management published in the Journal of Service Research (JSR). The curation and organization of these articles is built upon a forthcoming review paper identifying Touchpoints, Context, and Qualities as crucial elements of CX.
The selected articles help answer the following questions:
- What is the nature of CX?
- How should firms design various types of touchpoints across the customer journey and their connections?
- How can firms account for contextual differences and influences on CX?
- How can we characterize distinct qualities of the CX and accompanied customer reactions?
The purpose of this collection is to provide scholars and practitioners with a reading list offering a sound academic understanding of CX, as well as to help advance CX research and management efforts.