Concepedia

Touchpoint Management

Touchpoint Management is a strategic coordination process within guest experience management that identifies, designs, and optimizes every interaction point between the guest and the service environment to enhance overall experience quality and service delivery consistency.

13

Publications

716

Citations

27

Authors

20

Institutions

Publications per year

2017–2026

5

Parents

Children

Publications

13

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

RECASTING THE CUSTOMER EXPERIENCE IN TODAY’S OMNI-CHANNEL ENVIRONMENT

Iguácel Melero, F. Javier Sesé, Peter C. Verhoef · UCJC Business and Society Review (formerly known as Universia Business Review) · 2016 · 141 citations · Full text

, , +15

Identifying and analyzing touchpoints for building a higher education brand

Monica Khanna, Isaac Jacob, Neha Yadav · Journal of Marketing for HIGHER EDUCATION · 2014 · 129 citations

, , +17

Toward a compelling customer touchpoint architecture

Anirudh Dhebar · Business Horizons · 2012 · 70 citations

, , +12

Managing Customer Touchpoints and Customer Satisfaction in B2B Mass Customization: A Case Study

Thomas Aichner, Benjamin Gruber · International Journal of Industrial Engineering and Management · 2017 · 40 citations · Full text

, , +17

1–5 of 13

Authors

27

  1. SC
    Simon Clatworthy

    Oslo School of Architecture and Design, Norway

    2 publications · 193 citations

    2

    h-index

  2. YP
    Yolanda Polo‐Redondo

    Universidad de Zaragoza, Spain

    1 publications · 17 citations

    1

    h-index

  3. AD
    Anirudh Dhebar

    Babson College, United States

    1 publications · 70 citations

    1

    h-index

  4. GM
    Germán Molina

    Universidad de Los Andes, Colombia

    1 publications · 35 citations

    1

    h-index

  5. FS
    Fatema Shabbir Golawala

    University of Wollongong in Dubai, United Arab Emirates

    1 publications · 20 citations

    1

    h-index

1–5 of 27

Institutions

20

  1. Universidad de Zaragoza

    Zaragoza, Spain

    2 h-index

    4 publications

    316 citations

  2. Oslo School of Architecture and Design

    Oslo, Norway

    2 h-index

    2 publications

    193 citations

  3. Universidad del Rosario

    Bogotá, Colombia

    1 h-index

    1 publications

    35 citations

  4. Faculty of Design

    Ljubljana, Slovenia

    1 h-index

    1 publications

    14 citations

  5. K J Somaiya Medical College

    Mumbai, India

    1 h-index

    3 publications

    387 citations

  6. University of Bedfordshire

    Luton, United Kingdom

    1 h-index

    1 publications

    19 citations

  7. Korea Institute of Industrial Technology

    Cheonan, South Korea

    1 h-index

    1 publications

    14 citations

  8. Hult International Business School

    Cambridge, United States

    1 h-index

    2 publications

    40 citations

1–8 of 20

Venues

  1. Journal of Retailing and Consumer Services

    2 publications · 52 citations

    2

    h-index

  2. Business Horizons

    1 publications · 70 citations

    1

    h-index

  3. Journal of Marketing for HIGHER EDUCATION

    1 publications · 129 citations

    1

    h-index

  4. International Journal of Quality and Service Sciences

    IJQSS · 1 publications · 20 citations

    1

    h-index

  5. Duo Research Archive (University of Oslo)

    Repository · 1 publications · 173 citations

    1

    h-index

1–5