方法证据记录
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.
源记录
引文逐字复制自方法源记录。这些引文不代表任何层级的验证。
Customer Journey Mapping Framework
分类方法记录 · 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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