{"id":"https://openalex.org/W3128322124","doi":"https://doi.org/10.1108/jbs-07-2020-0158","title":"Customer experience management: asking the right questions","display_name":"Customer experience management: asking the right questions","publication_year":2021,"publication_date":"2021-02-04","ids":{"openalex":"https://openalex.org/W3128322124","doi":"https://doi.org/10.1108/jbs-07-2020-0158","mag":"3128322124"},"language":"en","primary_location":{"id":"doi:10.1108/jbs-07-2020-0158","doi":"https://doi.org/10.1108/jbs-07-2020-0158","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jbs-07-2020-0158","pdf_url":null,"source":{"id":"https://openalex.org/S1558358","display_name":"Journal of Business Strategy","issn_l":"0275-6668","issn":["0275-6668","2052-1197"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","fnege-4","jufo-1","poland-100","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Business Strategy","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://figshare.com/articles/journal_contribution/Customer_experience_management_asking_the_right_questions/13227653","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5028115599","display_name":"Ian Richard Hodgkinson","orcid":"https://orcid.org/0000-0002-5790-2852","observed_orcids":["https://orcid.org/0000-0002-5790-2852"]},"institutions":[{"id":"https://openalex.org/I143804889","display_name":"Loughborough University","ror":"https://ror.org/04vg4w365","country_code":"GB","type":"education","lineage":["https://openalex.org/I143804889"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Ian R. Hodgkinson","raw_affiliation_strings":["School of Business and Economics, Loughborough University, Loughborough, UK"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Business and Economics, Loughborough University, Loughborough, UK","institution_ids":["https://openalex.org/I143804889"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5071769234","display_name":"Tom Jackson","orcid":"https://orcid.org/0000-0001-8404-4251","observed_orcids":["https://orcid.org/0000-0001-8404-4251"]},"institutions":[{"id":"https://openalex.org/I143804889","display_name":"Loughborough University","ror":"https://ror.org/04vg4w365","country_code":"GB","type":"education","lineage":["https://openalex.org/I143804889"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Thomas W. Jackson","raw_affiliation_strings":["School of Business and Economics, Loughborough University, Loughborough, UK"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Business and Economics, Loughborough University, Loughborough, UK","institution_ids":["https://openalex.org/I143804889"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5102970482","display_name":"Andrew A West","orcid":"https://orcid.org/0000-0003-4553-8640","observed_orcids":["https://orcid.org/0000-0003-4553-8640","https://orcid.org/0000-0002-5805-6715"]},"institutions":[{"id":"https://openalex.org/I143804889","display_name":"Loughborough University","ror":"https://ror.org/04vg4w365","country_code":"GB","type":"education","lineage":["https://openalex.org/I143804889"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Andrew A. West","raw_affiliation_strings":["School of Mechanical, Electrical and Manufacturing Engineering, Loughborough University, Loughborough, UK"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Mechanical, Electrical and Manufacturing Engineering, Loughborough University, Loughborough, UK","institution_ids":["https://openalex.org/I143804889"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I143804889"],"apc_list":null,"apc_paid":null,"fwci":3.0978,"has_fulltext":false,"cited_by_count":25,"citation_normalized_percentile":{"value":0.91562385,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":91,"max":99},"biblio":{"volume":"43","issue":"2","first_page":"105","last_page":"114"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9448000192642212,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9448000192642212,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.020899999886751175,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.00930000003427267,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-experience-management","display_name":"customer experience management","score":1.0},{"id":"https://openalex.org/keywords/customer-orientation","display_name":"customer orientation","score":0.9240000247955322},{"id":"https://openalex.org/keywords/customer-experience-dimensions","display_name":"customer experience dimensions","score":0.7200000286102295},{"id":"https://openalex.org/keywords/customer-data-quality","display_name":"customer data quality","score":0.6579999923706055},{"id":"https://openalex.org/keywords/digital-customer-engagement","display_name":"digital customer engagement","score":0.8100000023841858},{"id":"https://openalex.org/keywords/customer-centricity","display_name":"customer-centricity","score":0.5929999947547913}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5882653594017029},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.5755800604820251},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.564852237701416},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.5511049628257751},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5479927659034729},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.5463184118270874},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5255987644195557},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.49809885025024414},{"id":"https://openalex.org/C2985250679","wikidata":"https://www.wikidata.org/wiki/Q984142","display_name":"Customer experience","level":2,"score":0.4836665093898773},{"id":"https://openalex.org/C43595421","wikidata":"https://www.wikidata.org/wiki/Q7939596","display_name":"Voice of the customer","level":5,"score":0.4814257323741913},{"id":"https://openalex.org/C129361004","wikidata":"https://www.wikidata.org/wiki/Q2470236","display_name":"Profitability index","level":2,"score":0.4581616520881653},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.44899624586105347},{"id":"https://openalex.org/C2776915394","wikidata":"https://www.wikidata.org/wiki/Q5196451","display_name":"Customer engagement","level":3,"score":0.42026519775390625},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.41427135467529297},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.2520327866077423},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.17859479784965515},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.14599066972732544},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.13142958283424377},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C518677369","wikidata":"https://www.wikidata.org/wiki/Q202833","display_name":"Social media","level":2,"score":0.0},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.0},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.0},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1108/jbs-07-2020-0158","doi":"https://doi.org/10.1108/jbs-07-2020-0158","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jbs-07-2020-0158","pdf_url":null,"source":{"id":"https://openalex.org/S1558358","display_name":"Journal of Business Strategy","issn_l":"0275-6668","issn":["0275-6668","2052-1197"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","fnege-4","jufo-1","poland-100","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Business Strategy","raw_type":"journal-article"},{"id":"pmh:oai:figshare.com:article/13227653","doi":null,"is_oa":true,"landing_page_url":"https://figshare.com/articles/journal_contribution/Customer_experience_management_asking_the_right_questions/13227653","pdf_url":null,"source":{"id":"https://openalex.org/S4377196282","display_name":"Figshare","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4210132348","host_organization_name":"Figshare (United Kingdom)","host_organization_lineage":["https://openalex.org/I4210132348"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Text"}],"best_oa_location":{"id":"pmh:oai:figshare.com:article/13227653","doi":null,"is_oa":true,"landing_page_url":"https://figshare.com/articles/journal_contribution/Customer_experience_management_asking_the_right_questions/13227653","pdf_url":null,"source":{"id":"https://openalex.org/S4377196282","display_name":"Figshare","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4210132348","host_organization_name":"Figshare (United Kingdom)","host_organization_lineage":["https://openalex.org/I4210132348"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Text"},"sustainable_development_goals":[],"study_designs":[],"awards":[{"id":"https://openalex.org/G3246789182","display_name":"Embedded Integrated Intelligent Systems for Manufacturing","funder_award_id":"EP/P027482/1","funder_id":"https://openalex.org/F4320334627","funder_display_name":"Engineering and Physical Sciences Research Council"},{"id":"https://openalex.org/G8085684867","display_name":"Adaptive Informatics for Intelligent Manufacturing (AI2M)","funder_award_id":"EP/K014137/1","funder_id":"https://openalex.org/F4320334627","funder_display_name":"Engineering and Physical Sciences Research Council"}],"funders":[{"id":"https://openalex.org/F4320334627","display_name":"Engineering and Physical Sciences Research Council","ror":"https://ror.org/0439y7842"}],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":3,"referenced_works":["https://openalex.org/W158044045","https://openalex.org/W2890440186","https://openalex.org/W2968957720"],"related_works":["https://openalex.org/W2592558265","https://openalex.org/W6944734249","https://openalex.org/W2609000334","https://openalex.org/W2591691187","https://openalex.org/W912775926","https://openalex.org/W158044045","https://openalex.org/W2801576809","https://openalex.org/W7046271076","https://openalex.org/W621341955","https://openalex.org/W2384380668"],"abstract_inverted_index":{"Purpose":[0],"Customer":[1],"experience":[2,28,42,83,113,138,176,187],"is":[3,35,140,212],"more":[4,72],"critical":[5],"than":[6,102,159],"ever":[7],"to":[8,36,66,88,183,190,199,233],"firms\u2019":[9],"successes":[10],"and":[11,44,68,85,107,174,198,206,215,224,239],"future":[12,86],"growth":[13,238],"opportunities.":[14],"Typically":[15],"measured":[16],"through":[17],"aggregate":[18,150],"satisfaction":[19,151],"scores,":[20],"businesses":[21,62,163],"have":[22],"been":[23],"criticized":[24],"for":[25,50,122,142,171,237],"oversimplifying":[26],"what":[27,96,103],"means.":[29],"The":[30],"purpose":[31],"of":[32,78,82,204],"this":[33,74,211,228],"study":[34],"provide":[37],"a":[38,46,104],"new":[39,231],"perspective":[40],"on":[41],"management":[43,84,114,177,222],"offers":[45],"novel":[47],"way":[48],"forward":[49],"customer-centric":[51,235],"strategizing.":[52],"Design/methodology/approach":[53],"Mapping":[54],"the":[55,79,110,136,165,201,217,225],"current":[56],"digital":[57,202],"technologies":[58],"being":[59,213],"used":[60],"across":[61],"in":[63],"all":[64],"sectors":[65],"engage":[67],"connect":[69],"with":[70],"customers":[71],"effectively,":[73],"paper":[75,166,229],"outlines":[76],"some":[77],"fundamental":[80],"challenges":[81],"opportunities":[87],"enhance":[89],"business":[90,193],"practice.":[91],"Findings":[92],"Businesses":[93,180],"are":[94,181],"capturing":[95],"they":[97],"know":[98],"about":[99,109],"customers,":[100],"rather":[101,158],"customer":[105,117,130,186],"thinks":[106],"feels":[108],"firm.":[111],"Many":[112],"initiatives":[115],"create":[116],"pains":[118],"(not":[119],"gains),":[120],"while":[121],"businesses,":[123],"decision-making":[124],"can":[125],"be":[126],"jeopardized":[127],"by":[128,220],"fake":[129],"data.":[131],"A":[132],"framework":[133,170],"based":[134],"upon":[135],"five":[137],"dimensions":[139],"presented":[141],"optimal":[143],"customer-driven":[144],"decision-making.":[145],"Practical":[146],"implications":[147],"Going":[148],"beyond":[149],"scores":[152],"that":[153],"serve":[154],"as":[155],"an":[156,160,168],"output":[157],"input":[161],"into":[162],"strategizing,":[164],"presents":[167],"actionable":[169],"targeted":[172],"investments":[173],"enhanced":[175],"practices.":[178],"Originality/value":[179],"seeking":[182],"grow":[184],"intelligent":[185],"analysis":[188],"capabilities":[189],"disrupt":[191],"traditional":[192],"models":[194],"toward":[195],"greater":[196],"customer-centricity":[197],"track":[200],"spread":[203],"positive":[205],"negative":[207],"experiences.":[208],"Examining":[209],"how":[210],"done":[214],"where":[216],"weaknesses":[218],"lie":[219],"bridging":[221],"practice":[223],"scientific":[226],"literature,":[227],"provides":[230],"knowledge":[232],"advance":[234],"strategies":[236],"profitability.":[240]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":5},{"year":2024,"cited_by_count":10},{"year":2023,"cited_by_count":4},{"year":2022,"cited_by_count":5}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2021-02-15T00:00:00"}