<?xml version="1.0" encoding="UTF-8"?><xml><records><record><source-app name="Biblio" version="7.x">Drupal-Biblio</source-app><ref-type>17</ref-type><contributors><authors><author><style face="normal" font="default" size="100%">William Boscardini Helouani</style></author></authors></contributors><titles><title><style face="normal" font="default" size="100%">How Can Firms Effectively Use Technology in Customer Journey Management</style></title><secondary-title><style face="normal" font="default" size="100%">Technology Innovation Management Review</style></secondary-title></titles><keywords><keyword><style  face="normal" font="default" size="100%">customer experience</style></keyword><keyword><style  face="normal" font="default" size="100%">customer journey</style></keyword><keyword><style  face="normal" font="default" size="100%">digital transformation</style></keyword><keyword><style  face="normal" font="default" size="100%">Managerial Requirements</style></keyword><keyword><style  face="normal" font="default" size="100%">Technology Drivers</style></keyword></keywords><dates><year><style  face="normal" font="default" size="100%">2021</style></year><pub-dates><date><style  face="normal" font="default" size="100%">10/2021</style></date></pub-dates></dates><urls><web-urls><url><style face="normal" font="default" size="100%">timreview.ca/article/1455</style></url></web-urls></urls><publisher><style face="normal" font="default" size="100%">Talent First Network</style></publisher><pub-location><style face="normal" font="default" size="100%">Ottawa</style></pub-location><volume><style face="normal" font="default" size="100%">11</style></volume><pages><style face="normal" font="default" size="100%">32-47</style></pages><language><style face="normal" font="default" size="100%">eng</style></language><abstract><style face="normal" font="default" size="100%">Customer Journey (CJ) mapping offers a view of the Customer Experience (CX) from a customer's standpoint, which acts as the first step towards a myriad of actions that can be performed to improve CX. While CJ mapping has proven to be helpful in a wide range of use cases, companies still struggle to apply technology to make it effective. This research performs a literature review to identify how IT and digital assets can be used in the CJ context, providing practical examples for organizations willing to implement a consumer-centered IT strategy. As a result, it was found that IT can be used in three primary contexts for CJ: mapping, enabling, and monitoring.</style></abstract><issue><style face="normal" font="default" size="100%">7/8</style></issue><custom1><style face="normal" font="default" size="100%">Sao Paulo School of Business Administration
William Boscardini Helouani, Lic.Sc.(Tech.) is the Latin America IT Director for Customer Experience at Electrolux. He has more than 15 years of working experience in the manufacturing industry in different digital areas, including IT, product, marketing, and e-commerce. Pursuing an M.Sc degree at Sao Paulo School of Business Administration (FGV EAESP), he researches the impact of companies' IT capabilities on the Customer Experience.</style></custom1><section><style face="normal" font="default" size="100%">32</style></section></record><record><source-app name="Biblio" version="7.x">Drupal-Biblio</source-app><ref-type>17</ref-type><contributors><authors><author><style face="normal" font="default" size="100%">Chris McPhee</style></author><author><style face="normal" font="default" size="100%">Stephen L. Vargo</style></author><author><style face="normal" font="default" size="100%">Marja Toivonen</style></author><author><style face="normal" font="default" size="100%">Risto Rajala</style></author></authors></contributors><titles><title><style face="normal" font="default" size="100%">Editorial: Technology in Service Innovation (February 2015)</style></title><secondary-title><style face="normal" font="default" size="100%">Technology Innovation Management Review</style></secondary-title></titles><keywords><keyword><style  face="normal" font="default" size="100%">customer experience</style></keyword><keyword><style  face="normal" font="default" size="100%">electronic procurement</style></keyword><keyword><style  face="normal" font="default" size="100%">employee-driven innovation</style></keyword><keyword><style  face="normal" font="default" size="100%">knowledge-intensive business services</style></keyword><keyword><style  face="normal" font="default" size="100%">personal health systems</style></keyword><keyword><style  face="normal" font="default" size="100%">service innovation</style></keyword><keyword><style  face="normal" font="default" size="100%">system innovation</style></keyword><keyword><style  face="normal" font="default" size="100%">technology</style></keyword><keyword><style  face="normal" font="default" size="100%">value co-creation</style></keyword></keywords><dates><year><style  face="normal" font="default" size="100%">2015</style></year><pub-dates><date><style  face="normal" font="default" size="100%">02/2015</style></date></pub-dates></dates><urls><web-urls><url><style face="normal" font="default" size="100%">http://timreview.ca/article/868</style></url></web-urls></urls><publisher><style face="normal" font="default" size="100%">Talent First Network</style></publisher><pub-location><style face="normal" font="default" size="100%">Ottawa</style></pub-location><volume><style face="normal" font="default" size="100%">5</style></volume><pages><style face="normal" font="default" size="100%">3-5</style></pages><language><style face="normal" font="default" size="100%">eng</style></language><issue><style face="normal" font="default" size="100%">2</style></issue><custom1><style face="normal" font="default" size="100%">Technology Innovation Management Review
Chris McPhee is Editor-in-Chief of the &lt;em&gt;Technology Innovation Management Review&lt;/em&gt;. Chris holds an MASc degree in Technology Innovation Management from Carleton University in Ottawa and BScH and MSc degrees in Biology from Queen's University in Kingston. He has over 15 years of management, design, and content-development experience in Canada and Scotland, primarily in the science, health, and education sectors. As an advisor and editor, he helps entrepreneurs, executives, and researchers develop and express their ideas.</style></custom1><custom2><style face="normal" font="default" size="100%">University of Hawai’i
Stephen L. Vargo is a Shidler Distinguished Professor and Professor of Marketing at the University of Hawai’i at Manoa. He has held visiting positions at the Judge Business School at the University of Cambridge, the University of Warwick, Karlstad University, the University of Maryland, Collage Park, and other major universities. He has articles published in the &lt;em&gt;Journal of Marketing, the Journal of the Academy of Marketing Science, the Journal of Service Research,&lt;/em&gt; and other major journals and has been awarded the &lt;em&gt;Harold H. Maynard Award&lt;/em&gt; and the &lt;em&gt;AMA/Sheth Foundation Award&lt;/em&gt; for his contributions to marketing theory. Thomson-Reuters recently identified him as one of the &lt;em&gt;World’s Most Influential Scientific Minds&lt;/em&gt; in economics and business.</style></custom2><custom3><style face="normal" font="default" size="100%">VTT Technical Research Centre
Marja Toivonen is Research Professor at VTT Technical Research Centre of Finland, her specialty being service innovation and service business models. She is also Adjunct Professor at Aalto University in Helsinki, Finland. Marja has written several articles on service-related topics and been an invited speaker in many international conferences focusing on these topics. She is a council member of the European Association for Research on Services (RESER), and she is a member of the European Union's 2013–2014 High-Level Expert Group on Business Services.</style></custom3><custom4><style face="normal" font="default" size="100%">Aalto University
Risto Rajala, D.Sc. (Econ) is an Assistant Professor in the Department of Industrial Engineering and Management at Aalto University in Helsinki, Finland. Dr. Rajala holds a PhD in Information Systems Science from the Aalto University School of Business. His recent research has dealt with management of complex service systems, development of digital services, service innovation, and business model performance. Rajala’s specialties include management of industrial services, collaborative service innovation, knowledge management, and design of digital services.</style></custom4></record><record><source-app name="Biblio" version="7.x">Drupal-Biblio</source-app><ref-type>17</ref-type><contributors><authors><author><style face="normal" font="default" size="100%">Chaoren Lu</style></author><author><style face="normal" font="default" size="100%">Wei Geng</style></author><author><style face="normal" font="default" size="100%">Iris Wang</style></author></authors></contributors><titles><title><style face="normal" font="default" size="100%">The Role of Self-Service Mobile Technologies in the Creation of Customer Travel Experiences</style></title><secondary-title><style face="normal" font="default" size="100%">Technology Innovation Management Review</style></secondary-title></titles><keywords><keyword><style  face="normal" font="default" size="100%">customer experience</style></keyword><keyword><style  face="normal" font="default" size="100%">mobile technology</style></keyword><keyword><style  face="normal" font="default" size="100%">self-service device</style></keyword><keyword><style  face="normal" font="default" size="100%">travel experience</style></keyword><keyword><style  face="normal" font="default" size="100%">value co-creation</style></keyword></keywords><dates><year><style  face="normal" font="default" size="100%">2015</style></year><pub-dates><date><style  face="normal" font="default" size="100%">02/2015</style></date></pub-dates></dates><urls><web-urls><url><style face="normal" font="default" size="100%">http://timreview.ca/article/871</style></url></web-urls></urls><publisher><style face="normal" font="default" size="100%">Talent First Network</style></publisher><pub-location><style face="normal" font="default" size="100%">Ottawa</style></pub-location><volume><style face="normal" font="default" size="100%">5</style></volume><pages><style face="normal" font="default" size="100%">24-32</style></pages><language><style face="normal" font="default" size="100%">eng</style></language><abstract><style face="normal" font="default" size="100%">Through the use of self-service mobile devices, the traditional marketplace interaction is being replaced by a marketspace transaction, in which the foundation of customer-company interaction has changed. This article discusses the main actors of experiencial value creation through the physical world and virtual world in the context of transport service. The empirical data is collected from semi-structured interviews with 19 young urban transport commuters. The results show that self-service mobile devices enhance the information accessibility for passengers to create customized travel experiences through a closer interaction with other actors, including transport service providers, transport-related service providers, and other passengers. Moreover, the scope of travel experience was expanded beyond the traditional service encounter both temporally and spatially. This article is an exploration of the influence of self-service mobile devices in the changing roles of customers and companies. A key message is that executives must pay attention to how their companies create experience value in both the physical world and the virtual world, separately or in combination.</style></abstract><issue><style face="normal" font="default" size="100%">2</style></issue><custom1><style face="normal" font="default" size="100%">Karlstad University
Chaoren Lu is a PhD student in the Service and Market Oriented Transport Research Group (SAMOT) at Karlstad University in Sweden. His research area focuses on service research, sustainable public transportation, service innovation, and self-service devices. </style></custom1><custom2><style face="normal" font="default" size="100%">Southwest Jiaotong University
Wei Geng is an Associate Professor in the School of Economics and Management at Southwest Jiaotong University in Chengdu, China. His research area focuses on logistics and supply chain management, behaviour operations management, and urban public transport management. </style></custom2><custom3><style face="normal" font="default" size="100%">Southwest Jiaotong University
Iris Wang is a PhD student in the School of Public Administration at Southwest Jiaotong University in Chengdu, China. Her research interests are service and logistics management.</style></custom3></record></records></xml>