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2020 ; 116
(ä): 351-355
Nephropedia Template TP
gab.com Text
Twit Text FOAVip
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English Wikipedia
Fostering collaborative research for customer experience - Connecting academic
and practitioner worlds
#MMPMID32372773
Burton J
; Gruber T
; Gustafsson A
J Bus Res
2020[Aug]; 116
(ä): 351-355
PMID32372773
show ga
This editorial calls for greater use of academic-practitioner workshops to
co-create value for academics, practitioners and wider network actors through
promotion of research relevance and sharing of problems, ideas and data. It
describes how one such workshop, the 2nd Academic-Practitioner Research with
Impact Workshop focusing on the design and decision making for customer
experience (CE), co-hosted in Manchester on 18th and 19th of June 2018 by
Alliance Manchester Business School, the University of Manchester and
Loughborough University's Centre for Service Management (CSM), was delivered. The
key processes for success and issues to consider for future such events are
discussed. The workshop resulted in 8 papers (six theoretical and two empirical).
This Special Issue advances current understanding of CE through the research
considering the role of technology (AI and big data) in CE research, atypical CE
(vulnerability, deviance behaviours and service failure and recovery) and
focusing on important organizational and B2B issues (business model innovation,
and CE Management (CEM) in business markets).