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

Towers, Neil ORCID: 0000-0002-2582-2241 and Towers, Angela (2021) Framing the customer journey: touch point categories and decision-making process stages. International Journal of Retail & Distribution Management. doi:10.1108/IJRDM-08-2020-0296 (In Press)

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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 > Gloucestershire Business School > Strategy, Enterprise Leadership and Management
Research Priority Areas: Applied Business & Technology
Depositing User: Kate Greenaway
Date Deposited: 01 Oct 2021 08:19
Last Modified: 01 Oct 2021 08:54
URI: https://eprints.glos.ac.uk/id/eprint/10190

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