Framing the customer journey: touch point categories and decision-making process stages

Towers, Neil ORCID: 0000-0002-2582-2241 and Towers, Angela (2022) Framing the customer journey: touch point categories and decision-making process stages. International Journal of Retail and Distribution Management, 50 (3). pp. 317-341. doi:10.1108/IJRDM-08-2020-0296

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Abstract

This paper aims to define and frame the understanding of customer journeys, associated areas of consumer decision-making process stages and touch point categories based on an ownership perspective.

Item Type:	Article
Article Type:	Article
Uncontrolled Keywords:	Customer Journey; Touch Points; Consumer Decision-Making Process Stages; Customer Engagement
Subjects:	H Social Sciences > HF Commerce > HF5001 Business H Social Sciences > HF Commerce > HF5001 Business > HF5428 Retail Trade
Divisions:	Schools and Research Institutes > School of Business, Computing and Social Sciences
Research Priority Areas:	Applied Business & Technology
Depositing User:	Kate Greenaway
Date Deposited:	01 Oct 2021 08:19
Last Modified:	03 Aug 2023 08:38
URI:	https://eprints.glos.ac.uk/id/eprint/10190

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