Concepedia

Customer Interaction Design

Customer Interaction Design is a systematic framework within customer interaction management that specifies the structured orchestration of touchpoints, channels, and responses to optimize user experience, engagement, and service delivery across the customer journey.

63

Publications

2.9K

Citations

156

Authors

92

Institutions

Publications per year

2017–2026

16

Parents

Publications

63

Interactions in virtual customer environments: Implications for product support and customer relationship management

Satish Nambisan, Robert A. Baron · Journal of Interactive Marketing · 2007 · 678 citations

, , +15

Removing the fuzziness from the fuzzy front-end of service innovations through customer interactions

Industrial Marketing Management · 2005 · 409 citations

, , +15

Knowledge Bases and Salesperson Effectiveness: A Script-Theoretic Analysis

Siew Meng Leong, Paul Busch, Deborah Roedder John · Journal of Marketing Research · 1989 · 147 citations

, , +17

Leveraging Frontline Employees’ Small Data and Firm-Level Big Data in Frontline Management

Son K. Lam, Stefan Sleep, Thorsten Hennig‐Thurau et al. · Journal of Service Research · 2016 · 85 citations

, , +17

A framework to support customer–company interaction in mass customization environments

Juan Diego Frutos, Denis Borenstein · Computers in Industry · 2003 · 80 citations

, , +14

1–5 of 63

Authors

156

  1. DD
    Deon de Beer

    Central University of Technology, South Africa

    4 publications · 119 citations

    4

    h-index

  2. MT
    M. Truscott

    Central University of Technology, South Africa

    3 publications · 108 citations

    3

    h-index

  3. LB
    L.J. Barnard

    Central University of Technology, South Africa

    3 publications · 108 citations

    3

    h-index

  4. RC
    R.I. Campbell

    Loughborough University, United Kingdom

    3 publications · 101 citations

    3

    h-index

  5. GB
    Gerrie Booysen

    Central University of Technology, South Africa

    3 publications · 108 citations

    3

    h-index

1–5 of 156

Institutions

92

  1. Loughborough University

    Loughborough, United Kingdom

    3 h-index

    7 publications

    319 citations

  2. Central University of Technology

    Bloemfontein, South Africa

    3 h-index

    12 publications

    480 citations

  3. University of Calgary

    Calgary, Canada

    3 h-index

    7 publications

    358 citations

  4. Ben-Gurion University of the Negev

    Beersheba, Israel

    2 h-index

    4 publications

    86 citations

  5. University of Manchester

    Manchester, United Kingdom

    2 h-index

    5 publications

    74 citations

  6. Vaal University of Technology

    Vanderbijlpark, South Africa

    2 h-index

    5 publications

    65 citations

  7. SUNY Geneseo

    Geneseo, United States

    2 h-index

    2 publications

    50 citations

  8. University of Aveiro

    Aveiro, Portugal

    2 h-index

    2 publications

    31 citations

1–8 of 92

Venues

  1. Journal of Marketing Research

    2 publications · 219 citations

    2

    h-index

  2. Journal of service management

    2 publications · 68 citations

    2

    h-index

  3. Service Business

    2 publications · 26 citations

    2

    h-index

  4. Journal of Economics Business and Management

    JOEBM · 1 publications · 13 citations

    1

    h-index

  5. Rapid Prototyping Journal

    1 publications · 18 citations

    1

    h-index

1–5