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How Technology Influences Customer Experience in Complex Service Settings: An Abstract
Bosma, Maarten; Dessart, Laurence
2022In Celebrating the Past and Future of Marketing and Discovery with Social Impact
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Keywords :
customer experience; digitalization; customer journey; insurance
Abstract :
[en] The holistic and contingent construct of customer experience is widely researched in contemporary marketing. While we know that technology may strongly impact and change customer experience for businesses and consumers, little is known about how technology may create motivations, or conversely barriers for customers in interacting with businesses providing complex services (Kranzbühler et al. 2018). The aim of this paper is to identify the impact that technology adoption has on customer experience in complex service settings. A specific onlook at complex service settings is taken as an extreme case of customer experience, where technology may be particularly helpful or challenging in a B-to-B-to-C setting.
Disciplines :
Marketing
Author, co-author :
Bosma, Maarten ;  Université de Liège - ULiège > HEC Liège Research
Dessart, Laurence  ;  Université de Liège - ULiège > HEC Liège : UER > UER Management : Marketing et intelligence stratégique
Language :
English
Title :
How Technology Influences Customer Experience in Complex Service Settings: An Abstract
Publication date :
June 2022
Event name :
Academy of Marketing Science Annual Conference
Event organizer :
Academy of Marketing Science
Event place :
United States
Event date :
June 2021
Audience :
International
Main work title :
Celebrating the Past and Future of Marketing and Discovery with Social Impact
Publisher :
Springer, United States
Collection name :
Developments in Marketing Science: Proceedings of the Academy of Marketing Science
Peer reviewed :
Peer reviewed
Available on ORBi :
since 20 January 2023

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