Hollebeek Linda D, Kumar V, Srivastava Rajendra K, Clark Moira K
Department of Marketing & Communication, IPAG Business School, Paris, France.
Department of Marketing, Vilnius University, Vilnius, Lithuania.
J Acad Mark Sci. 2023;51(1):23-49. doi: 10.1007/s11747-022-00878-3. Epub 2022 Jun 21.
Though the customer journey (CJ) is gaining traction, its limited focus overlooks the dynamics characterizing stakeholders' (e.g., employees'/suppliers') journeys, thus calling for an extension to the (SJ). Addressing this gap, we advance the SJ, which covers stakeholder's journey with the firm. We argue that firms' consideration of the SJ, defined as , , enhances their stakeholder relationship management and performance outcomes. We also view the SJ in a network of intersecting journeys that are characterized by interdependence theory's structural tenets of stakeholder control, covariation of interest, mutuality of dependence, information availability, and temporal journey structure, which we view to impact stakeholders' journey-based engagement and experience, as formalized in a set of Propositions. We conclude with theoretical (e.g., further research) and practical (e.g., SJ design/management) implications.
尽管客户旅程（CJ）越来越受到关注，但其有限的关注点忽略了利益相关者（如员工/供应商）旅程所具有的动态特征，因此需要将其扩展到利益相关者旅程（SJ）。为了弥补这一差距，我们提出了利益相关者旅程，它涵盖了利益相关者与公司的旅程。我们认为，公司对利益相关者旅程（定义为……）的考虑，能够增强其利益相关者关系管理和绩效结果。我们还将利益相关者旅程置于一个相互交叉的旅程网络中，这些旅程以相互依赖理论中利益相关者控制、利益共变、相互依赖、信息可得性和时间旅程结构的结构原则为特征，我们认为这些原则会影响利益相关者基于旅程的参与度和体验，这在一组命题中得到了形式化表述。我们最后得出了理论（如进一步研究）和实践（如利益相关者旅程设计/管理）方面的启示。
