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Markus Gahler

As seen in: SAGE Publishing
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Articles

Customer Experience: Conceptualization, Measurement, and Application in Omnichannel Environments

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By Jan Klein, Michael Paul, Markus Gahler
| SAGE Publishing
Customer Experience: Definition and Dimensions Definition Using the theory of the conscious mind as a theoretical foundation, we define CX as a customer’s subjective, directed, and multidimensional mental responses to an interaction with an experience partner at a touchpoint in a customer journey stage. These mental responses are subjectively valenced, so customers differentiate how positive their responses are for the different CX dimensions (De Keyser et al. 2020).
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