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Erschienen in:
Editorial Introduction: The Requisite Bridge from Theory to Practice Kapitel lesen Erstes Kapitel lesen

2019 | OriginalPaper | Buchkapitel

7. Sustainable Customer Experience: Bridging Theory and Practice

verfasst von : Paola Signori, Irene Gozzo, Daniel J. Flint, Tyler Milfeld, Bridget Satinover Nichols

Erschienen in: The Synergy of Business Theory and Practice

Verlag: Springer International Publishing

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Abstract

Sustainability and Customer Experience have been extensively developed independently in many countries by many researchers. Today, a new link is emerging between the two, yet it lacks a theoretical foundation. This chapter aims to highlight connections and gaps on which to build the new definition and framework of Sustainable Customer Experience (SCE). On the managerial side, this research is discovering that there are many initiatives applied by sustainable enterprises with the scope of stimulating an SCE. However, practitioners could understand that there are many other touch points where to improve their sustainable actions. To develop this chapter, we adopt a three-step research design: the first one is a structured literature review; the second is an analysis of 20 case studies; the third involves a customer-focused experiment.

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Metadaten
Titel
Sustainable Customer Experience: Bridging Theory and Practice
verfasst von
Paola Signori
Irene Gozzo
Daniel J. Flint
Tyler Milfeld
Bridget Satinover Nichols
Copyright-Jahr
2019
Verlag
Springer International Publishing
Buch
The Synergy of Business Theory and Practice

Print ISBN: 978-3-030-17522-1

Electronic ISBN: 978-3-030-17523-8

Copyright-Jahr: 2019

DOI
https://doi.org/10.1007/978-3-030-17523-8_7

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