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- W2897828263 abstract "This chapter argues that to fully incorporate customer behavior into operational decisions, firms need to consider the entire customer journey, which includes the actual interactions with the firm, as well as the activities leading to such interaction, and those that follow after the interaction with the firm is over. The chapter reviews the notion of consumer journey maps; splits the relevant behaviors into those happening “before,” “during,” and “after” the actual interaction with the firm; and reviews the main bodies of literature pertinent to the corresponding behaviors." @default.
- W2897828263 created "2018-10-26" @default.
- W2897828263 creator A5063906489 @default.
- W2897828263 date "2018-10-19" @default.
- W2897828263 modified "2023-10-14" @default.
- W2897828263 title "Incorporating Customer Behavior into Operational Decisions" @default.
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- W2897828263 doi "https://doi.org/10.1002/9781119138341.ch17" @default.
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