Research Insight 11.3

Throughout the textbook reference is made to seminal academic papers (as part of the Research Insights features) that can assist you in the further development of your understanding of a particular concept or theory that has been introduced. Organized by chapter, this resource provides links to these seminal papers.

Please note that your institution will require a subscription to the relevant journal for you to access the full text of the articles. If you are unsure how to do this, please contact your university librarian. Often professional bodies, such as the Chartered Institute of Marketing, also offer access to journals via their library services. Alternatively, you can purchase the articles directly from the source website.

 

Source: Edelman, D.C., and Singer, M. (2015), ‘Competing on customer journeys’, Harvard Business Review, 23, 118–29.

Abstract: The abstract for this paper can be found at the following link: https://hbr.org/2015/11/competing-on-customer-journeys

Insight: This article discusses how digital and mobile technology has changed how consumers research and buy products and how companies need to come up with new tools, processes, and organizational structures to proactively lead digital customers from consideration to purchase and beyond.

URL: https://hbr.org/2015/11/competing-on-customer-journeys

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