Working Paper

A Framework for Understanding and Managing the Customer Experience

Arne De Keyser, Katherine N. Lemon, Philipp Klaus, and Timothy L. Keiningham

Dec 2, 2015


Develops an integrative framework to define and describe the concept of customer experience (CX); develops a three-stage cyclical model of the interrelationship of CX, customer value, and customer engagement.

By using you agree to our use of cookies as identifiers and for other features of the site as described in our Privacy Policy.