Understanding Customer Experience Throughout the Customer Journey

• Of Apps and Downs

  2026 Springer eBooks book-chapter Business, Management and Accounting Consumer Retail Behavior Studies

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  citations
• Of Apps and Downs: A Conceptual Framework of the Mobile Shopping Experience

  2026 Springer eBooks book-chapter Business, Management and Accounting Consumer Retail Behavior Studies

  0

  citations
• Generation-bridging experiences in third places: a call to action for transformative service scholars

  2025 Journal of Services Marketing article Business, Management and Accounting Service and Product Innovation Open access

  2

  citations
• Influence of Artificial Intelligence on Customer Journeys Using the Example of Intelligent Parking

  2024 Springer eBooks book-chapter Computer Science AI in Service Interactions

  1

  citations
• Eliminating customer experience pain points in complex customer journeys through smart service solutions

  2023 Psychology and Marketing article Business, Management and Accounting Customer Service Quality and Loyalty Open access

  30

  citations
• Growing with smart products: Why customization capabilities matter for manufacturing firms

  2023 Journal of Product Innovation Management article Business, Management and Accounting Product Development and Customization Open access

  48

  citations
• Digitaler Schatten der Kundeninteraktionen produzierender Unternehmen

  2023 Forum Dienstleistungsmanagement book-chapter Business, Management and Accounting Corporate Governance and Management

  1

  citations
• Breaking Transactional Sales: Towards an Acquisition Cycle in Subscription Business of Manufacturing Companies

  2022 IFIP advances in information and communication technology conference-paper Business, Management and Accounting Digital Innovation in Industries Open access

  4

  citations
• “Keep the Space”: Influence of Perceived Space on Wellbeing in Restaurants During Coronavirus

  2022 Springer eBooks book-chapter Economics, Econometrics and Finance COVID-19 Pandemic Impacts

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  citations
• THE ROLE OF SOCIAL MEDIA FOR RADICAL INNOVATION IN THE NEW DIGITAL AGE

  2021 International Journal of Innovation Management article Business, Management and Accounting Innovation and Knowledge Management

  11

  citations
• The digital shadow of customers in the manufacturing industry

  2021 Swiss Conference on Data Science (SDS) conference-paper Business, Management and Accounting Service and Product Innovation

  0

  citations
• A service design perspective on the stakeholder engagement journey during B2B innovation: Challenges and future research agenda

  2021 Industrial Marketing Management article Business, Management and Accounting Service and Product Innovation

  73

  citations
• Unraveling customer experiences in a new servicescape: an ethnographic schema elicitation technique (ESET)

  2020 Journal of service management article Business, Management and Accounting Consumer Retail Behavior Studies

  12

  citations

13 results