Concepedia

Customer Touchpoint Design

Customer Touchpoint Design is a strategic framework within hospitality service design that specifies the intentional structuring and sequencing of interactions between customers and service providers across physical, digital, and human interfaces to enhance experiential quality, consistency, and emotional engagement throughout the service journey.

20

Publications

2K

Citations

50

Authors

25

Institutions

Publications per year

2017–2026

12

Parents

Publications

20

Service Design for Experience-Centric Services

Leonieke G. Zomerdijk · Journal of Service Research · 2009 · 949 citations

, , +16

Towards the identification of customer experience touch point elements

Alisha Stein, B. Ramaseshan · Journal of Retailing and Consumer Services · 2016 · 286 citations · Full text

, , +12

Service Innovation Through Touch-points: Development of an Innovation Toolkit for the First Stages of New Service Development

Simon Clatworthy · Duo Research Archive (University of Oslo) · 2011 · 173 citations · Full text

, , +15

Customer experience design: a case study in the cultural sector

Frédéric Ponsignon, François Durrieu, Tatiana Bouzdine‐Chameeva · Journal of service management · 2017 · 80 citations

, , +17

Toward a compelling customer touchpoint architecture

Anirudh Dhebar · Business Horizons · 2012 · 70 citations

, , +12

1–5 of 20

Authors

50

  1. BB
    Benjamin Barann

    University of Münster, Germany

    2 publications · 73 citations

    2

    h-index

  2. JB
    Jörg Becker

    University of Münster, Germany

    2 publications · 73 citations

    2

    h-index

  3. HV
    Heli Väätäjä

    1 publications · 12 citations

    1

    h-index

  4. FN
    Fredrik Nordin

    Stockholm University, Sweden

    1 publications · 28 citations

    1

    h-index

  5. MC
    Mónica Cerdán Chiscano

    Universitat Oberta de Catalunya, Spain

    1 publications · 16 citations

    1

    h-index

1–5 of 50

Institutions

25

  1. University of Münster

    Münster, Germany

    2 h-index

    9 publications

    319 citations

  2. Linköping University

    Linköping, Sweden

    1 h-index

    1 publications

    55 citations

  3. BI Norwegian Business School

    Oslo, Norway

    1 h-index

    1 publications

    55 citations

  4. University of Leicester

    Leicester, United Kingdom

    1 h-index

    1 publications

    12 citations

  5. Universidad de Zaragoza

    Zaragoza, Spain

    1 h-index

    2 publications

    34 citations

  6. Pontificia Universidad Javeriana

    Bogotá, Colombia

    1 h-index

    2 publications

    70 citations

  7. Curtin University

    Perth, Australia

    1 h-index

    2 publications

    572 citations

  8. Universidad de Los Andes

    Bogotá, Colombia

    1 h-index

    1 publications

    35 citations

1–8 of 25

Venues

  1. Journal of Retailing and Consumer Services

    4 publications · 384 citations

    4

    h-index

  2. e-Service Journal

    2 publications · 88 citations

    2

    h-index

  3. Journal of Service Research

    JSR · 1 publications · 949 citations

    1

    h-index

  4. Business Horizons

    1 publications · 70 citations

    1

    h-index

  5. Duo Research Archive (University of Oslo)

    Repository · 1 publications · 173 citations

    1

    h-index

1–5