Zolkiewski, Judy; Story, Victoria; Burton, Jamie; Chan, Paul; Gomes, Andre; Hunter-Jones, Philippa; O'Malley, Lisa; Peters, Linda D.; Raddats, Chris; Robinson, William
(Emerald, 2017)
Purpose – The purpose of this paper is to critique the adequacy of efforts to capture the complexities of customer experience in a
business-to-business (B2B) context using input– output measures. The paper introduces a ...