Customer Experience Management Overview

Purpose of the article: The purpose of this paper is to examine the phenomenon of customer experience and customer experience management through years and summarize recent knowledge in this area. Methodology/methods: The paper is built upon secondary research of research papers of renowned authors in the area of customer experience management. Scientific aim: The aim of the article is to find out potential avenues of further research. Findings: Findings confirmed that customer experience is still trending topic in the field of research and management. It constantly evolves raising new questions to be answered and areas to be researched. Conclusions: The paper presents reasons to embrace customer experience management in organizations, brief overview of managerial recommendations and points to potential avenues of further research, such as, co-creation of customer experience, exploration of the experience in business-to-business sphere, public sector or development of customer experience management framework

Additional file 2: of How to select outcome measurement instruments for outcomes included in a “Core Outcome Set” – a practical guideline

Guideline for selecting outcome measurement instruments for outcomes included in a COS. (PDF 194 kb

Additional file 1:Â Appendix 1. of The Oxford Shoulder Instability Score; validation in Dutch and first-time assessment of its smallest detectable change

Confirmatory factor analysis to assess internal consistency. (DOCX 19 kb

Additional file 1: of How to select outcome measurement instruments for outcomes included in a “Core Outcome Set” – a practical guideline

Search strategies for MEDLINE, EMBASE, PsycINFO and Cinahl. (DOCX 19 kb

Additional file 1: of The COMET Handbook: version 1.0

Open Peer Review. (PDF 260 kb