Title

Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens

Authors

Voorhees, Clay M.; Fombelle, Paul W.; Gregoire, Yany; Bone, Sterling; Gustafsson, Anders; Sousa, Rui; Walkowiak, Travis

Publication

Journal of Business Research, 2017, Vol 79, p269

ISSN

0148-2963

DOI

10.1016/j.jbusres.2017.04.014