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@ARTICLE{Holz:987883,
      author       = {Holz, Heiko F. and Becker, Marc and Blut, Markus and
                      Paluch, Stefanie},
      title        = {{E}liminating customer experience pain points in complex
                      customer journeys through smart service solutions},
      journal      = {Psychology $\&$ marketing},
      volume       = {41},
      number       = {3},
      issn         = {0742-6046},
      address      = {New York, NY},
      publisher    = {Wiley Interscience},
      reportid     = {RWTH-2024-05907},
      pages        = {592-609},
      year         = {2024},
      note         = {First published: 06 November 2023},
      cin          = {812920 ; 812910},
      ddc          = {380},
      cid          = {$I:(DE-82)812920_20140620$},
      pnm          = {OA - Open Access Publikation mit Unterstützung der
                      Universitätsbibliothek der RWTH Aachen University
                      (X021000-OA)},
      pid          = {G:(DE-82)X021000-OA},
      typ          = {PUB:(DE-HGF)16},
      UT           = {WOS:001098868000001},
      doi          = {10.1002/mar.21938},
      url          = {https://publications.rwth-aachen.de/record/987883},
}