Internet Learning Volume 5, Number 1, Fall 2016/Winter 2017 | Page 32

An Academy Customer Experience Benchmark Observation
Tomiuk, D., & Pinsonneault, A. (2009).
Applying relationship theories to web
site design: Development and validation
of a site-communality scale. Information
Systems Journal, 19(4), 413–435.
doi:10.1111/j.1365-2575.2008.00293.x
Vivek, S. D., Beatty, S. E., & Morgan, R.
M. (2012). Customer engagement: Exploring
customer relationships beyond
purchase. Journal of Marketing Theory
and Practice, 20(2), 127–145.
Van Tyne, S. (2011). Service design
customer experience. Retrieved from
http://seanvantyne.com/wordpress
/2011/08/14/service-design-customerexperience/
APPENDIX
CLSER Identified Pages
Dr. Erik Bean a fellow at the Center for Leadership Studies and Educational
Research (CLSER), University of Phoenix.
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