Customer Journey Mapping is a strategic framework in customer experience management that systematically visualizes the sequential interactions and touchpoints a customer undergoes when engaging with an organization, distinguishing itself by integrating customer perspectives, emotions, and feedback to identify critical service improvement opportunities.
93
Publications
6.5K
Citations
254
Authors
137
Institutions
Publications per year
2017–2026
71
Parents
Publications
93
Customer journeys: a systematic literature review
Asbjørn Følstad, Knut Kvale · Journal of Service Theory and Practice · 2018 · 374 citations · Full text
Business, Marketing, Service Design +15
1–5 of 93
Authors
254
- EA
3
h-index
- JH
3
h-index
- FV
2
h-index
- IB
2
h-index
- PA
2
h-index
1–5 of 254
Institutions
137
University of Passau
Passau, Germany
3 h-index
6 publications
620 citations
Eindhoven University of Technology
Eindhoven, The Netherlands
3 h-index
6 publications
226 citations
Queensland University of Technology
Brisbane, Australia
3 h-index
4 publications
159 citations
Manchester Metropolitan University
Manchester, United Kingdom
2 h-index
2 publications
136 citations
Tallinn University of Technology
Tallinn, Estonia
2 h-index
2 publications
220 citations
SINTEF
Trondheim, Norway
2 h-index
4 publications
404 citations
ETH Zurich
Zurich, Switzerland
2 h-index
4 publications
378 citations
University of Virginia
Charlottesville, United States
2 h-index
2 publications
283 citations
1–8 of 137
Venues
- Industrial Marketing Management
3 publications · 302 citations
3
h-index
- Strategy and Leadership
3 publications · 361 citations
3
h-index
- Journal of Business Research
JBR · 3 publications · 419 citations
3
h-index
- European Journal of Marketing
EJM · 3 publications · 154 citations
3
h-index
- International Journal of Retail & Distribution Management
3 publications · 213 citations
3
h-index
1–5