@article {1455,
	title = {How Can Firms Effectively Use Technology in Customer Journey Management},
	journal = {Technology Innovation Management Review},
	volume = {11},
	year = {2021},
	month = {10/2021},
	pages = {32-47},
	publisher = {Talent First Network},
	chapter = {32},
	address = {Ottawa},
	abstract = {Customer Journey (CJ) mapping offers a view of the Customer Experience (CX) from a customer{\textquoteright}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.},
	keywords = {customer experience, customer journey, digital transformation, Managerial Requirements, Technology Drivers},
	issn = {1927-0321},
	doi = {http://doi.org/10.22215/timreview/1455},
	url = {timreview.ca/article/1455},
	author = {William Boscardini Helouani}
}
@article {868,
	title = {Editorial: Technology in Service Innovation (February 2015)},
	journal = {Technology Innovation Management Review},
	volume = {5},
	year = {2015},
	month = {02/2015},
	pages = {3-5},
	publisher = {Talent First Network},
	address = {Ottawa},
	keywords = {customer experience, electronic procurement, employee-driven innovation, knowledge-intensive business services, personal health systems, service innovation, system innovation, technology, value co-creation},
	issn = {1927-0321},
	doi = {http://doi.org/10.22215/timreview/868},
	url = {http://timreview.ca/article/868},
	author = {Chris McPhee and Stephen L. Vargo and Marja Toivonen and Risto Rajala}
}
@article {871,
	title = {The Role of Self-Service Mobile Technologies in the Creation of Customer Travel Experiences},
	journal = {Technology Innovation Management Review},
	volume = {5},
	year = {2015},
	month = {02/2015},
	pages = {24-32},
	publisher = {Talent First Network},
	address = {Ottawa},
	abstract = {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.},
	keywords = {customer experience, mobile technology, self-service device, travel experience, value co-creation},
	issn = {1927-0321},
	doi = {http://doi.org/10.22215/timreview/871},
	url = {http://timreview.ca/article/871},
	author = {Chaoren Lu and Wei Geng and Iris Wang}
}
