---
_id: '65596'
author:
- first_name: Philipp
  full_name: Hansmeier, Philipp
  id: '55603'
  last_name: Hansmeier
- first_name: Philipp
  full_name: zur Heiden, Philipp
  id: '64394'
  last_name: zur Heiden
citation:
  ama: 'Hansmeier P, zur Heiden P. Towards a Service Ecosystem Perspective on Customer
    Experience: Insights from Hybrid (Online-Offline) Customer Journeys. <i>Behaviour
    &#38; Information Technology</i>. Published online 2026:1-30. doi:<a href="https://doi.org/10.1080/0144929x.2026.2666280">10.1080/0144929x.2026.2666280</a>'
  apa: 'Hansmeier, P., &#38; zur Heiden, P. (2026). Towards a Service Ecosystem Perspective
    on Customer Experience: Insights from Hybrid (Online-Offline) Customer Journeys.
    <i>Behaviour &#38; Information Technology</i>, 1–30. <a href="https://doi.org/10.1080/0144929x.2026.2666280">https://doi.org/10.1080/0144929x.2026.2666280</a>'
  bibtex: '@article{Hansmeier_zur Heiden_2026, title={Towards a Service Ecosystem
    Perspective on Customer Experience: Insights from Hybrid (Online-Offline) Customer
    Journeys}, DOI={<a href="https://doi.org/10.1080/0144929x.2026.2666280">10.1080/0144929x.2026.2666280</a>},
    journal={Behaviour &#38; Information Technology}, publisher={Informa UK Limited},
    author={Hansmeier, Philipp and zur Heiden, Philipp}, year={2026}, pages={1–30}
    }'
  chicago: 'Hansmeier, Philipp, and Philipp zur Heiden. “Towards a Service Ecosystem
    Perspective on Customer Experience: Insights from Hybrid (Online-Offline) Customer
    Journeys.” <i>Behaviour &#38; Information Technology</i>, 2026, 1–30. <a href="https://doi.org/10.1080/0144929x.2026.2666280">https://doi.org/10.1080/0144929x.2026.2666280</a>.'
  ieee: 'P. Hansmeier and P. zur Heiden, “Towards a Service Ecosystem Perspective
    on Customer Experience: Insights from Hybrid (Online-Offline) Customer Journeys,”
    <i>Behaviour &#38; Information Technology</i>, pp. 1–30, 2026, doi: <a href="https://doi.org/10.1080/0144929x.2026.2666280">10.1080/0144929x.2026.2666280</a>.'
  mla: 'Hansmeier, Philipp, and Philipp zur Heiden. “Towards a Service Ecosystem Perspective
    on Customer Experience: Insights from Hybrid (Online-Offline) Customer Journeys.”
    <i>Behaviour &#38; Information Technology</i>, Informa UK Limited, 2026, pp. 1–30,
    doi:<a href="https://doi.org/10.1080/0144929x.2026.2666280">10.1080/0144929x.2026.2666280</a>.'
  short: P. Hansmeier, P. zur Heiden, Behaviour &#38; Information Technology (2026)
    1–30.
date_created: 2026-05-09T14:31:59Z
date_updated: 2026-05-09T14:47:23Z
doi: 10.1080/0144929x.2026.2666280
language:
- iso: eng
main_file_link:
- open_access: '1'
  url: https://www.tandfonline.com/doi/full/10.1080/0144929X.2026.2666280
oa: '1'
page: 1-30
publication: Behaviour & Information Technology
publication_identifier:
  issn:
  - 0144-929X
  - 1362-3001
publication_status: published
publisher: Informa UK Limited
status: public
title: 'Towards a Service Ecosystem Perspective on Customer Experience: Insights from
  Hybrid (Online-Offline) Customer Journeys'
type: journal_article
user_id: '55603'
year: '2026'
...