Sökning: "Seo Hyun Chang"

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  1. 1. Customer Journey in the Concept Store: An Analysis of Touchpoints and Journey Integration

    Master-uppsats, Lunds universitet/Institutionen för tjänstevetenskap

    Författare :Tatev Nazaryan; Seo Hyun Chang; [2023]
    Nyckelord :customer experience; customer journey; customer journey touchpoints; concept store; journey integration dimensions; retail; new retail format; Social Sciences;

    Sammanfattning : Date: May 15, 2023 Keywords: customer experience, customer journey, customer touchpoints, concept store, journey integration dimensions Project Purpose: The following study aims to enhance understanding of how customers experience different touchpoints within the concept store throughout each stage of the customer journey, as well as, explore existing and new dimensions of the customer journey integration. Theoretical Framework: The following study adopts the theory of customer journey since it helps to understand what touchpoints customers interact with throughout each stage of their journey that helps to shape their experiences. LÄS MER