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

dc.contributor.advisorTo be published in http://cmr.berkeley.edu/
dc.contributor.authorMaklan, Sen_US
dc.contributor.authorAntonetti, Pen_US
dc.contributor.authorWhitty, Sen_US
dc.date.accessioned2016-08-04T10:16:30Z
dc.date.available2016-06-23en_US
dc.date.issued2017en_US
dc.date.submitted2016-06-28T10:48:43.532Z
dc.identifier.issn0008-1256en_US
dc.identifier.urihttp://qmro.qmul.ac.uk/xmlui/handle/123456789/13834
dc.format.extent92 - 115en_US
dc.relation.ispartofCALIFORNIA MANAGEMENT REVIEWen_US
dc.rightsThis 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
dc.subjectcustomer relationsen_US
dc.subjectmarketingen_US
dc.subjectcustomer serviceen_US
dc.subjectservice industriesen_US
dc.titleA Better Way to Manage Customer Experience: Lessons from the Royal Bank of Scotlanden_US
dc.typeArticle
dc.rights.holderCopyright © 2017 by The Regents of the University of California
dc.identifier.doi10.1177/0008125617695285en_US
pubs.author-urlhttp://gateway.webofknowledge.com/gateway/Gateway.cgi?GWVersion=2&SrcApp=PARTNER_APP&SrcAuth=LinksAMR&KeyUT=WOS:000406942100005&DestLinkType=FullRecord&DestApp=ALL_WOS&UsrCustomerID=612ae0d773dcbdba3046f6df545e9f6aen_US
pubs.issue2en_US
pubs.notesNot knownen_US
pubs.publication-statusPublisheden_US
pubs.volume59en_US


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