Customer journeys: a systematic literature review

  title={Customer journeys: a systematic literature review},
  author={Asbj{\o}rn F{\o}lstad and Knut Andreas Kv{\aa}le},
  journal={Journal of Service Theory and Practice},
Customer journeys have become an increasingly important topic in service management and design. The purpose of this paper is to review customer journey terminology and approaches within the research literature prior to 2013, mainly from the fields of design, management, and marketing.,The study was conducted as a systematic literature review. Searches in Google Scholar, Scopus, Web of Knowledge, ACM Digital Library, and ScienceDirect identified 45 papers for the analysis. The papers were… 

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