• Applying Transactional NPS for Customer Journey Insight: Case Experiences and Lessons Learnt 

      Følstad, Asbjørn; Kvale, Knut (Journal article; Peer reviewed, 2018)
      While the concept of “customer journeys” is widely taken up to support service design and management, practical frameworks for routine monitoring of customer experience in the context of customer journeys are lacking. This ...
    • Customer journey measures - State of the art research and best practices 

      Følstad, Asbjørn; Kvale, Knut; Halvorsrud, Ragnhild (Research report, 2013)
      We have conducted a systematic review of the scientific literature on customer journeys to support our work on customer journey measures in the research project Customer Care 2015. A total of 54 journal and conference ...
    • Customer Journeys: A Systematic Literature Review 

      Følstad, Asbjørn; Kvale, Knut (Journal article; Peer reviewed, 2018)
      Purpose – Customer journeys has become an increasingly important topic in service management and design. The study reviews customer journey terminology and approaches within the research literature prior to 2013, mainly ...
    • Improving service quality through customer journey analysis 

      Halvorsrud, Ragnhild; Kvale, Knut; Følstad, Asbjørn (Journal article; Peer reviewed, 2016)
      Purpose: The purpose of this paper is to propose a framework based on customer journeys for a structured portrayal of service delivery from the customer’s point of view. The paper also introduces customer journey analysis ...
    • Using the Net Promoter Score to support service design: Digging for gold in customer free-text reports 

      Følstad, Asbjørn; Kvale, Knut (Chapter, 2018)
      Customer research is key to service design. However, current methods to obtain in-depth customer insight are resource demanding and rarely utilise available customer reports. In this study, we explore the widely used ...