MARC details
| 000 -LEADER |
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| fixed length control field |
02085nam a22002417a 4500 |
| 003 - CONTROL NUMBER IDENTIFIER |
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| control field |
ZW-GwMSU |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
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| control field |
20210510110650.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
210510b |||||||| |||| 00| 0 eng d |
| 040 ## - CATALOGING SOURCE |
|---|
| Original cataloging agency |
MSU |
| Transcribing agency |
MSU |
| Description conventions |
rda |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Chakravorti, Samit |
| Relator term |
author |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Managing organizational culture change and knowledge to enhance customer experiences: analysis and framework / |
| Statement of responsibility, etc. |
Samit Chakravorti |
| 264 ## - PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE, AND COPYRIGHT NOTICE |
|---|
| Place of production, publication, distribution, manufacture |
Abingdon: |
| Name of producer, publisher, distributor, manufacturer |
Taylor and Francis, |
| Date of production, publication, distribution, manufacture, or copyright notice |
2011- |
| 336 ## - CONTENT TYPE |
|---|
| Source |
rdacontent |
| Content type term |
text |
| Content type code |
txt |
| 337 ## - MEDIA TYPE |
|---|
| Source |
rdamedia |
| Media type term |
unmediated |
| Media type code |
n |
| 338 ## - CARRIER TYPE |
|---|
| Source |
rdacarrier |
| Carrier type term |
volume |
| Carrier type code |
nc |
| 440 ## - SERIES STATEMENT/ADDED ENTRY--TITLE |
|---|
| Title |
Journal of Strategic Marketing |
| Volume/sequential designation |
Volume 19, number 2, |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc. |
Customer experience is increasingly becoming a differentiating factor for companies and their brands. Companies have recently started to realize the importance of superior experiences on customer loyalty and making efforts toward managing these experiences. This article undertakes a review and analysis of the contents of a wide variety of academic and practitioner articles as well as a few trade books on management of customer experiences published over the last decade, with the goal of exploring the major aspects of superior customer experience and its management. It specifically investigates and analyzes the dual effect of knowledge management and organizational culture on customer experiences, what aspects of both affect customer experience and how superior customer experiences can be managed through managing change in knowledge and culture. It also discusses how absorptive capacity of an organization and power relationships existing within it may moderate the effect of knowledge and culture change. The discussion and analysis ends with an integrated framework of knowledge and culture enhanced customer experience management and implications of the research. |
| 650 04 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer experience management |
| General subdivision |
Customer experience. |
| 650 04 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Knowledge management |
| General subdivision |
Organizational culture |
| 650 04 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Change management |
| General subdivision |
Absorptive capacity |
| 856 ## - ELECTRONIC LOCATION AND ACCESS |
|---|
| Uniform Resource Identifier |
https://doi.org/10.1080/0965254X.2010.529160 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
Library of Congress Classification |
| Koha item type |
Journal Article |