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Customer Journey Mapping/Evidence
Method evidence record

Customer Journey Mapping

Customer Journey Mapping is a service design methodology that visualizes the complete customer experience across all touchpoints and phases of a customer relationship, from awareness through advocacy. Developed through work in design and service management, journey mapping integrates behavioral data, customer emotions, pain points, and moments of truth to reveal opportunities for experience improvement and organizational alignment.

Sources recorded, not reviewed

Source record

Citations copied verbatim from the method’s source record. No claim-level verification is inferred from them.

Customer Journey Mapping Framework
Taxonomic method record · process-pipeline / marketing
  • Rosenbaum, M. S., Ostrom, A. L., & Kuntze, R. (2005). Tensions in Service Quality and Service Marketing: An Introduction. Journal of Services Marketing, 19(7), 422-428. · URL
  • Patrucco, A. S., Ciccullo, F., & Creazza, A. (2018). Mitigating Operational Risks in the Freight Forwarding Industry. International Journal of Logistics: Research and Applications, 21(2), 131-146. · URL
  • Curedale, R. (2013). Service Design: 250 Essential Methods. Design Community College Inc. · ISBN 978-1492218074
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Curated claims

Claims persisted in the evidence ledger, each with its own assessment.

No curated claims yet

This view does not invent a claim assessment when the ledger has none.

Related methods

Generated from the method graph and shown as machine-suggested relations — no evidence claim is inferred.

Same method familyAdvertising Effectiveness Studymachine-suggested · Relational suggestion, not evidence.Same method familyBrand Equity Measurementmachine-suggested · Relational suggestion, not evidence.Same method familyCustomer Lifetime Valuemachine-suggested · Relational suggestion, not evidence.Same method familyMarket Segmentation Analysismachine-suggested · Relational suggestion, not evidence.Same method familyNet Promoter Scoremachine-suggested · Relational suggestion, not evidence.

Evidence status

Sources recorded, not reviewed

Bibliographic sources are present. Claim-level evidence review has not been performed.

Sources

3 recorded citations, copied from the method source record.

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