BUS-7130

Grewal, D., & Roggeveen, A. L. (2020). Understanding retail experiences and customer journey management. Journal of Retailing, 96(1), 3–8.

Bag, S., Srivastava, G., Bashir, M. M. A., Kumari, S., Giannakis, M., & Chowdhury, A. H. (2022). Journey of customers in this digital era: Understanding the role of artificial intelligence technologies in user engagement and conversion. Benchmarking: An International Journal, 29(7), 2074–2098.

Towers, A., & Towers, N. (2022). Framing the customer journey: Touch point categories and decision-making process stages. International Journal of Retail & Distribution Management, 50(3), 317–341.

Kokins, G., Straujuma, A., & Lapina, I. (2021). The role of consumer and customer journeys in customer experience driven and open innovation. Journal of Open Innovation, 7(3), 1–20.

Parast, M. M., & Safari, A. (2022). Enhancing the quality and competitiveness of small businesses: A pooled cross-sectional analysis. International Journal of Production Economics, 246, 108410.