Highly Commended Paper Award to Michaela Lipkin
The awarded paper is titled "Customer Experience Formation in Today's Service Landscape”. It is a literature review where Lipkin examines different perspectives on how customer experiences are formed, as well as provides recommendations on what perspectives are best suited to the contemporary service landscape. In her paper, she recommends holistic and customer-focused perspectives. The award was handed out at the QUIZ conference in Porto, in June 2017.
CERS congratulates Michaela!
Michaela Lipkin (2016): Customer experience formation in today’s service landscape, Journal of Service Management, Vol. 27 Issue: 5, pp.678-703, https://doi.org/10.1108/JOSM-06-2015-0180