{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,4,18]],"date-time":"2026-04-18T10:13:06Z","timestamp":1776507186698,"version":"3.51.2"},"reference-count":44,"publisher":"Emerald","issue":"3","license":[{"start":{"date-parts":[[2012,6,22]],"date-time":"2012-06-22T00:00:00Z","timestamp":1340323200000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2012,6,22]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-heading\">Purpose<\/jats:title><jats:p>Customer experience has become increasingly important for service organizations that see it as a source of sustainable competitive advantage, and for service designers, who consider it fundamental to any service design project.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Design\/methodology\/approach<\/jats:title><jats:p>Integrating contributions from different fields, CEM was conceptually developed to represent the different aspects of customer experience in a holistic diagrammatic representation. CEM was further developed with an application to a multimedia service. To further develop and build CEM's models, 17 customers of a multimedia service provider were interviewed and the data were analyzed using Grounded Theory methodology.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p>Combining multidisciplinary contributions to represent customer experience elements enables the systematization of its complex information. The application to a multimedia service highlights how CEM can facilitate the work of multidisciplinary design teams by providing more insightful inputs to service design.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>CEM supports the holistic nature of customer experience, providing a systematic portrayal of its context and shifting the focus from single experience elements to their orchestration.<\/jats:p><\/jats:sec>","DOI":"10.1108\/09564231211248453","type":"journal-article","created":{"date-parts":[[2012,7,7]],"date-time":"2012-07-07T07:05:01Z","timestamp":1341644701000},"page":"362-376","source":"Crossref","is-referenced-by-count":257,"title":["Customer experience modeling: from customer experience to service design"],"prefix":"10.1108","volume":"23","author":[{"given":"Jorge","family":"Teixeira","sequence":"first","affiliation":[]},{"given":"Lia","family":"Patr\u00edcio","sequence":"additional","affiliation":[]},{"given":"Nuno J.","family":"Nunes","sequence":"additional","affiliation":[]},{"given":"Leonel","family":"N\u00f3brega","sequence":"additional","affiliation":[]},{"given":"Raymond P.","family":"Fisk","sequence":"additional","affiliation":[]},{"given":"Larry","family":"Constantine","sequence":"additional","affiliation":[]}],"member":"140","reference":[{"key":"key2022031420351636100_b1","unstructured":"Berry, L.L., Carbone, L.P. and Haeckel, S.H. 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