skip to primary navigationskip to content

Cambridge Service Alliance

At the forefront of service transformation in the digital era

Studying at Cambridge

Search results

18 items matching your search terms.
Filter the results.
Item type
























New items since



Sort by relevance · date (newest first) · alphabetically
FileSmall Details that Make Big Differences: a radical approach to consumption experience as a firm’s differentiating strategy
This is a working paper by Ruth Bolton, Anders Gustafsson, Janet McColl-Kennedy, Nancy Sirianni, David Tse. This paper argues that service organisations have focused too much on their core service performance and too little on designing the customer journey that enhances the entire customer experience. We argue that when performance levels become too similar in an industry, then the only competitive weapon is price and that in order to break this deadlock, firms should focus on the small details that make big differences to customers.
Located in Resources / Downloads / Monthly Papers
Mohamed Zaki won the Emerald Literati Award
Mohamed's and co-authors paper "The interplay of customer experience and commitment" published in the Journal of Services Marketing has been selected by the Emerald Editorial Team as Highly Commended in the 2018 Emerald Literati Awards
Located in News
2017 ACAM Customer Excellence Award
Dr Mohamed Zaki received the Caterpillar's ACAM Customer Excellence Award
Located in News
Guest Article - Data-Driven Text Mining for CX Analytics in Services
Mohamed Zaki and Benjamin Lucas have written a guest article for the ServSig Group on 'Data-Driven Text Mining for CX Analytics in Services'
Located in News
Gaining Customer Experience Insights That Matter
New paper on 'Gaining Customer Experience Insights That Matter' by Janet R. McColl-Kennedy, Mohamed Zaki, Katherine N. Lemon, Florian Urmetzer and Andy Neely published at Journal of Service Research
Located in News
Customer Experience Analytics: Dynamic Customer-Centric Model
In this paper, Mohamed Zaki and Andy Neely propose a systematic multi-methods using a text-mining approach to capture and analyze customers’ data
Located in News
June paper on 'Modular Service Structures for the Successful Design of Flexible Customer Journeys for AI Services and Business Models – Orchestration and Interplay of Services'
June paper on 'Modular Service Structures for the Successful Design of Flexible Customer Journeys for AI Services and Business Models – Orchestration and Interplay of Services'
Located in News
2nd Customer Management Leadership Group Academic-Practitioner Workshop
Dr Mohamed Zaki was invited to participate in the 2nd Customer management Leadership Group Academic-Practitioner Workshop on 17-19 June at the University of Manchester.
Located in News