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dc.contributor.authorFølstad, Asbjørn
dc.contributor.authorKvale, Knut
dc.date.accessioned2018-08-27T05:22:23Z
dc.date.available2018-08-27T05:22:23Z
dc.date.created2018-07-30T11:00:55Z
dc.date.issued2018
dc.identifier.citationServices Marketing Quarterly, 2018, pp 27nb_NO
dc.identifier.issn1533-2969
dc.identifier.urihttp://hdl.handle.net/11250/2559336
dc.description.abstractWhile 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 article proposes a framework for applying the widely used transactional Net Promoter Score (NPS) as a means for gathering insight into customers' experiences of a customer journey. We present lessons learnt from three case trials of the framework elements within a telecom service provider, involving the analysis of more than 1,700 quantitative and qualitative customer responses from transactional NPS surveys.nb_NO
dc.description.abstractpplying Transactional NPS for Customer Journey Insight: Case Experiences and Lessons Learntnb_NO
dc.language.isoengnb_NO
dc.relation.urihttps://www.tandfonline.com/doi/abs/10.1080/15332969.2018.1471956
dc.titleApplying Transactional NPS for Customer Journey Insight: Case Experiences and Lessons Learntnb_NO
dc.typeJournal articlenb_NO
dc.typePeer reviewednb_NO
dc.description.versionacceptedVersionnb_NO
dc.source.pagenumber27nb_NO
dc.source.journalServices Marketing Quarterlynb_NO
dc.identifier.doi10.1080/15332969.2018.1471956
dc.identifier.cristin1598936
cristin.unitcode7401,90,12,0
cristin.unitnameNettbaserte systemer og tjenester
cristin.ispublishedtrue
cristin.fulltextpreprint
cristin.qualitycode1


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