Product Experience Along the Customer Journey : A New Look at Perceived Quality Through Time

抄録

While the importance of perceived product quality for business performance is well documented, its specific role within the broader context of customer experience is less understood, particularly when considered across the full span of the customer journey. This paper aims to integrate existing concepts of perceived product quality into the process-based view of customer experience, and underscores the significance, challenges, and strategic implications of positioning the product as a central element throughout the customer journey.