Sustainable Customer Experience: Bridging Theory and Practice

Paola Signori (), Irene Gozzo, Daniel J. Flint (), Tyler Milfeld () and Bridget Satinover Nichols ()
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Paola Signori: University of Verona
Irene Gozzo: University of Verona
Daniel J. Flint: University of Tennessee
Tyler Milfeld: University of Tennessee
Bridget Satinover Nichols: Northern Kentucky University

Chapter 7 in The Synergy of Business Theory and Practice, 2019, pp 131-174 from Palgrave Macmillan

Abstract: 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.

Date: 2019
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Persistent link: https://EconPapers.repec.org/RePEc:pal:pscchp:978-3-030-17523-8_7

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DOI: 10.1007/978-3-030-17523-8_7

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