A Better Way to Manage Customer Experience: Lessons from the Royal Bank of Scotland

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Volume
59
Pagination
92 - 115
DOI
10.1177/0008125617695285
Journal
CALIFORNIA MANAGEMENT REVIEW
Issue
2
ISSN
0008-1256
Metadata
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Authors
Maklan, S; Antonetti, P; Whitty, S
URI
http://qmro.qmul.ac.uk/xmlui/handle/123456789/13834
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Licence information
This is a pre-copyedited, author-produced version of an article accepted for publication in California Management Review following peer review. The version of record is available http://journals.sagepub.com/doi/10.1177/0008125617695285
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Copyright © 2017 by The Regents of the University of California