Abhari, Kaveh and Haron, Mahmod and Saad, Norizan (2019) In Search Of Customer Experience Management In Service Industry The Importance Of Experiential Interfaces. In: Proceedings of the 1st International Conference on Economics, Management, Accounting and Business, ICEMAB 2018, 8-9 October 2018, Medan, North Sumatra, Indonesia.
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Abstract
Customer Experience Management (CEM) is a strategic and valuable marketing mechanism yet underexplored in the service industry. Marketing literature offers two common approaches to managing service experience: managing the experiential aspects of service and managing service touchpoints. Since both
| Item Type: | Conference or Workshop Item (UNSPECIFIED) |
|---|---|
| Date Deposited: | 04 Mar 2026 12:36 |
| Last Modified: | 17 Apr 2026 13:14 |
| URI: | http://eprints.eai.eu/id/eprint/25399 |
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