2018,

14th - 16th June

SERVSIG 2018 Opportunities for Services in a Challenging World, Paris, June 14-16, 2018

Conference Programme

Session: 4I
Customer Experience III

Chair

Frédéric Ponsignon

Time

09:00 - 10:30 on Saturday, 16th of June 2018

Venue

GB19

09:00

Great oaks from little acorns grow: Tracing the scientific evolution of customer experience research using a science mapping approach

Stefan Dyck (University of Hagen)
09:30

The CX Scale: Towards a Holistic Measurement of Customer Experiences along the Customer Journey

Markus Gahler (University of Augsburg), Michael Paul (University of Augsburg), Jan F. Klein (Tilburg University)
10:00

Development and validation of a measurement scale for the experience capability construct

Frédéric Ponsignon (KEDGE BUSINESS SCHOOL), Jeff Smith (Virginia Commonwealth University), Andi Smart (University of Exeter)

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