Customer experience: the touchpoint‒contexts‒qualities nomenclature

Arne De Keyser, Katrien Verleye, Katherine N. Lemon, Chiara Orsingher, Aric Zion and Amanda Johnson

Chapter 2 in Handbook of Service Experience, 2025, pp 15-27 from Edward Elgar Publishing

Abstract: This chapter explores the facilitation of customer experience analysis, management, and innovation through the adoption of the Touchpoints-Contexts-Qualities (TCQ) nomenclature. Fundamentally, customer experiences are shaped by touchpoints (T) situated within a broader "context" (C) and characterized by a collection of "qualities" (Q) that cumulatively influence customers’ value assessment. The TCQ framework offers a nomenclature for rendering customer experience actionable by deconstructing it into a set of manageable components. In addition to elaborating on the TCQ components the authors examine how firms can employ this framework to (1) audit their customer journeys (2) innovate customer journeys, and (3) position their firm strategically with customer experience practices along customer journeys.

Keywords: Business and Management; Economics and Finance; Geography (search for similar items in EconPapers)
Date: 2025
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.elgaronline.com/doi/10.4337/9781035300198.00008 (application/pdf)
Our link check indicates that this URL is bad, the error code is: 503 Service Temporarily Unavailable

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:elg:eechap:21900_2

Ordering information: This item can be ordered from
http://www.e-elgar.com

Access Statistics for this chapter

More chapters in Chapters from Edward Elgar Publishing
Bibliographic data for series maintained by Darrel McCalla ().