Fiche du document
1 septembre 2025
- ISIDORE Id: 10670/1.e9290b...
- hal: hal-05098375
- doi: 10.1016/j.jbusres.2025.115481
Ce document est lié à :
info:eu-repo/semantics/altIdentifier/doi/10.1016/j.jbusres.2025.115481
info:eu-repo/semantics/OpenAccess
Mots-clés
Customer experience Customer journey Business-to-business Convergence Organizational buying behavior Complex solutions Collective experienceSujets proches
Organisation UnderstandingCiter ce document
Arne de Keyser et al., « Understanding the B2B customer experience and journey : A convergence-based lens », HAL SHS (Sciences de l’Homme et de la Société), ID : 10.1016/j.jbusres.2025.115481
Métriques
Partage / Export
Résumé
This article advances our understanding of Business-to-Business (B2B) Customer Experience (CX) and the B2B Customer Journey (CJ) by introducing a convergence-based theoretical lens. This perspective highlights how psychological and operational convergence shape B2B CX and CJ by (1) aligning CX across multiple levels (individual, team, organization) within the buyer organization and (2) facilitating interactions between the buyer and seller organizations across the CJ. The authors offer six core insights that enrich CX and CJ theory, form the basis for actionable managerial recommendations, and inform a future research agenda to address ongoing complexities and challenges in B2B settings.
