@article{paperid:1097607,
author = {Mousavi, Parisa and مهدی شامی زنجانی and Rahimnia, Fariborz and Mehraeen, Mohammad},
title = {A metrics-driven approach for customer experience management evaluation: the case of commercial banks in developing countries},
journal = {TQM Journal},
year = {2024},
volume = {37},
number = {2},
month = {January},
issn = {1754-2731},
pages = {504--524},
			numpages = {20},
keywords = {Customer experience management; Customer experience; Key performance indicators;
GQM approach; Fuzzy Delphi},
}