A4 Refereed article in a conference publication

What Constitutes Customer Experience Management? Towards a Systematic Conceptualization of CEM

Authors: Jaakkola Elina, Terho Harri

Editors: Warlop Luk, Muylle Steve

Conference name: European marketing academy annual conference

Publishing place: Leuven

Publication year: 2015

Book title : Proceedings of the 44th European Marketing Academy Conference

ISBN: 978-90-823-8330-0