CSM is delighted to announce that a paper co-authored by Prof Thorsten Gruber, Director of CSM, has been included in a curated collection of customer experience articles in the prestigious Journal of Service Research. The collection will be Open Access for three months. You can find the collection here.

Article Details:

Villarroel Ordenes, Francisco, Babis Theodoulidis, Jamie Burton, Thorsten Gruber, and Mohamed Zaki (2014). “Analyzing Customer Experience Feedback Using Text Mining: A Linguistics-Based Approach.” Journal of Service Research, 17(3), 278-295. 

From the Journal of Service Research (JSR):

As customer experience (CX) continues to be high on the scholarly and practitioner agendas, this collection of articles represents a sample of research studies focusing on CX and its management published in the Journal of Service Research (JSR). The curation and organization of these articles is built upon a forthcoming review paper identifying Touchpoints, Context, and Qualities as crucial elements of CX.

The selected articles help answer the following questions:

(1)  What is the nature of CX?

(2)  How should firms design various types of touchpoints across the customer journey and their connections?               

(3)  How can firms account for contextual differences and influences on CX?

(4)  How can we characterize distinct qualities of the CX and accompanied customer reactions?

The purpose of this collection is to provide scholars and practitioners with a reading list offering a sound academic understanding of CX, as well as to help advance CX research and management efforts.

View the collection here.