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CORREA RODRÍGUEZ , Carlos

Last name: CORREA RODRÍGUEZ

First name: Carlos

September 27, 2024 (v1)

Publication

Metadata-only

Managing customer experience dimensions in B2B express delivery services for better customer satisfaction: a PLS-SEM illustration

Cepeda Carrión, Ignacio Francisco Alarcón Rubio, David Correa Rodríguez, Carlos

Purpose This article aims to open the black box of the relationship between customer experience and customer satisfaction. The authors also take a fine-grained approach to the concept of customer experience analysis in terms of four dimensions: basic service experience (BSE), moments of truth (MT), focus on results (FR) and peace of mind...

Uploaded on: September 28, 2024