A3 Refereed book chapter or chapter in a compilation book

Leveraging Customer Experience Communication

Authors: Jaakkola Elina, Aarikka-Stenroos Leena, Kimmel Allan J.

Editors: Jay Kandampully

Publication year: 2014

Book title : Customer Experience Management: Enhancing Experience and Value Through Service Management

ISBN: 978-1-4652-4107-8