Vidyalakshmi Nair | Author | SciTechnol

Vidyalakshmi Nair Author

nitin.patwa@spjain.org + 91 22 6130 9100 | + 91 22 6130

Subjects of specialization
Customer behavior,Customer experience,Customer purchase process

Affiliation
Department of Economics and Finance, SP Jain School of Global Management, India

Biography

Vidyalakshmi Nair Department of Economics and Finance, SP Jain School of Global Management, India. His publications include: 1.Lemon KN, Verhoef PC (2016) Understanding customer experience throughout the customer journey. J Market 80: 69-96. 2.Varner M (2016) The Ghosts of Customer Experience Past, Present and Future. Medium, USA.

Publications

Review Article Open Access

Changing Dimensions of Customer Experience

Author(s):

Nitin Patwa, A Seetharaman, Vidyalakshmi Nair and Alison D Cruz

The increasingly technological innovation and smart customer calls for a stronger focus on customer experience models, strategies, and ethics inherent in such practices. It is essential to broaden the definition of customer experience beyond marketing and psychology to insights from technology-human interaction, new analytical practices, law, ethics and other areas. Customer purchase behavior is a rapidly evolving concept, forcing companies to adapt to their new demands by... view more»

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