Katherine N. Lemon
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Should customers of all brands be multichannel? Investigating the moderating role of brand tier Open
The rapid expansion of sales channels enables firms to increase reach and enhance customer convenience but also adds complexity to multichannel management. While prior studies often assume that multichannel customers are more profitable, w…
Customer experience: the touchpoint‒contexts‒qualities nomenclature Open
This chapter explores the facilitation of customer experience analysis, management, and innovation through the adoption of the Touchpoints-Contexts-Qualities (TCQ) nomenclature. Fundamentally, customer experiences are shaped by touchpoints…
Service Research Priorities in Turbulent Times: A Multiple Stakeholder Approach Open
Transformative changes in the societal and service context call out for the service discipline to develop a coherent set of priorities for research and practice. To this end, we utilized multiple data sources: surveys of service scholars a…
Moving the Customer Experience Field Forward: Introducing the Touchpoints, Context, Qualities (TCQ) Nomenclature Open
In response to initial voices that put the customer experience (management) (CX(M)) movement into question, this article aims to introduce a formal nomenclature to push the CX(M) field toward a more mature state. First, drawing from an ind…
Gaining Customer Experience Insights That Matter Open
Contextualized in postpurchase consumption in business-to-business settings, the authors contribute to customer experience (CX) management theory and practice in three important ways. First, by offering a novel CX conceptual framework that…
View article: A Pragmatic Study to Evaluate the Use of a Rapid Diagnostic Test to Detect Group A Streptococcal Pharyngitis in Children With the Aim of Reducing Antibiotic Use in a UK Emergency Department
A Pragmatic Study to Evaluate the Use of a Rapid Diagnostic Test to Detect Group A Streptococcal Pharyngitis in Children With the Aim of Reducing Antibiotic Use in a UK Emergency Department Open
Objective Sore throat is a common presentation to the children's emergency department (ED), and many patients are likely prescribed antibiotics unnecessarily. We aimed to reduce antibiotic prescribing for sore throat in our UK ED through u…
The Art of Creating Attractive Consumer Experiences at the Right Time: Skills Marketers Will Need to Survive and Thrive Open
New technologies have made today’s marketing faster, more mobile, more location-based, more digital, more virtual, and more automatized than ever. In this new world, marketers need to be “real-time relevant” – to gain awareness, to change …
Understanding Customer Experience Throughout the Customer Journey Open
Understanding customer experience and the customer journey over time is critical for firms. Customers now interact with firms through myriad touch points in multiple channels and media, and customer experiences are more social in nature. T…
View article: Customer Experience Creation: Determinants, Dynamics and Management Strategies
Customer Experience Creation: Determinants, Dynamics and Management Strategies Open
Retailers, such as Starbucks and Victoria's Secret, aim to provide customers a great experience across channels. In this paper we provide an overview of the existing literature on customer experience and expand on it to examine the creatio…