Digitization and Lean Customer Experience Management: success factors and conditions, pitfalls and failures
In recent years, the use of Lean Customer Experience Management (CEM) by companies and practitioners has been increasingly encountered, but with abstracted and incomprehensible approaches. Lean CEM is hardly rooted in academic literature, providing an excellent opportunity to further investigate the...
Main Authors: | Christos G. Chatzopoulos, Marcel Weber |
---|---|
Format: | Article |
Language: | English |
Published: |
University of Novi Sad, Faculty of Technical Sciences
2021-06-01
|
Series: | International Journal of Industrial Engineering and Management |
Subjects: | |
Online Access: | http://www.ijiemjournal.uns.ac.rs/images/journal/volume12/IJIEM_278.pdf |
Similar Items
-
Digital customer experience: the risk of ignoring the non-digital experience
by: Marcel Weber, et al.
Published: (2019-09-01) -
En lean resa från bilindustrin till Migrationsverket
by: Dittmer, Rebecca
Published: (2013) -
L’infermiere nel DEA: una risorsa strategica per la gestione dell’overcrowding e della customer satisfaction.
by: Francesco Petrosino, et al.
Published: (2019-02-01) -
Customer experience in marketing: History, concept and management
by: Štavljanin Velimir
Published: (2017-01-01) -
Customer and organisational value added through customer experience differentiation
by: Adri Drotskie
Published: (2011-04-01)