I am looking for a book in customer experience (management) that can provide fundamental knowledge in the topic and serve as a reference for academic teaching.
Thank you for your suggestions.
https://www.researchgate.net/publication/321577132_Customer_Experience_Forum_Dienstleistungsmanagement
I highly recommend a services marketing book (Integrating Customer Focus Across the Firm) written by Mary Jo Bitner and her colleagues. This is my “Bible” for customer experience and services studies.
Customer experience is a broad topic. Do you have a specific direction?
Last year I was preparing a customer experience management lecture, and I could not find a comprehensive "contemporary" book.
I would advise you to start with the following two articles:
Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of marketing, 80(6), 69-96.
and
Homburg, C., Jozić, D., & Kuehnl, C. (2017). Customer experience management: toward implementing an evolving marketing concept. Journal of the Academy of Marketing Science, 45(3), 377-401.
Good luck!
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