Customer Journey Mapping (Cjm): Caso Uber

Laura Daniela Pérez Rincón, Leandro Chaparro Martínez and Josué Sebastián Reyes

Econógrafos, Escuela de Economía from Universidad Nacional de Colombia, FCE, CID

Abstract: This document presents a summary of an empirical validation of Customer Journey Mapping (CJM) in the service of the informal transport platform Uber, through a qualitative research process, which is focused on studying the perception of quality of service and determine if the implementation of additional products and sub-services improves the customer experience at each of the Uber touchpoints.

Keywords: Customer Journey Mapping; Uber; transportation; market research; consumer behavior (search for similar items in EconPapers)
JEL-codes: L80 M31 R41 (search for similar items in EconPapers)
Pages: 62
Date: 2022-08
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Persistent link: https://EconPapers.repec.org/RePEc:col:000176:022682

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