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Is the management of customer experience only something for a limited number of firms in highly hedonic environments such as hospitality, high-end retail and luxury goods? Or is it something that all firms need to manage, even if they operate in low-involvement, utility-type service environments?
Why is customer experience important for companies?
What are the three core concepts that are associated with customer experience management and what are the meaning of them?
What, if anything, are the differences between service quality and customer experience?
Identify and exemplify two data sources that companies can use to improve their insight into redesigning customer experience?