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Customer Experience Research with Mobile Ethnography: A Case Study of the Alpine Destination Serfaus-Fiss-Ladis

2017; Emerald Publishing Limited; Linguagem: Inglês

10.1108/s1548-643520170000014009

1944-7035

Birgit Bosio, Katharina Rainer, Marc Stickdorn,

Customer Service Quality and Loyalty

Purpose Many companies struggle with the assessment of customer experience. This chapter aims to demonstrate how mobile ethnography tackles this issue by assessing data in a holistical way, in-situ, and in real-time.