References
Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179-211. Atima, M. E., Sanni, J. O., & Attah, A. (2022). Predictive audience segmentation models resolving targeting inefficiencies in regulated professional service enterprises. Shodhshauryam, International Scientific Refereed Research Journal, 5(1), 271-303. Bhattacherjee, A. (2001). Understanding information systems continuance: An expectation- confirmation model. MIS Quarterly, 25(3), 351-370. Braun, V., & Clarke, V. (2006). Using thematic analysis in psychology. Qualitative Research in Psychology, 3(2), 77-101. Chapman, C. N., & Milham, R. P. (2006). The persona's new clothes: Methodological and practical arguments against a popular method. Proceedings of the Human Factors and Ergonomics Society Annual Meeting, 50(5), 634-636. Cooper, A. (2004). The inmates are running the asylum: Why high-tech products drive us crazy and how to restore the sanity. Sams Publishing. Cooper, A., Reimann, R., & Cronin, D. (2007). About face 3: The essentials of interaction design. Wiley. Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319-340. Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1989). User acceptance of computer technology: A comparison of two theoretical models. Management Science, 35(8), 982-1003. Edelman, D. C., & Singer, M. (2015). Competing on customer journeys. Harvard Business Review, 93(11), 88-100. Folstad, A., & Kvale, K. (2018). Customer journeys: A systematic literature review. Journal of Service Theory and Practice, 28(2), 196-227. Goodhue, D. L., & Thompson, R. L. (1995). Task-technology fit and individual performance. MIS Quarterly, 19(2), 213-236. Goodwin, K. (2009). Designing for the digital age: How to create human-centered products and services. Wiley. Halvorsrud, R., Kvale, K., & Folstad, A. (2016). Improving service quality through customer journey analysis. Journal of Service Theory and Practice, 26(6), 840-867. Hong, W., & Zhu, K. (2006). Migrating to internet-based e-commerce: Factors affecting e- commerce adoption and migration at the firm level. Information & Management, 43(2), 204-221. Karahanna, E., Straub, D. W., & Chervany, N. L. (1999). Information technology adoption across time: A cross-sectional comparison of pre-adoption and post-adoption beliefs. MIS Quarterly, 23(2), 183-213. Kitchenham, B. (2004). Procedures for performing systematic reviews (Technical Report TR/SE- 0401). Keele University. Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69-96. Markus, M. L., & Tanis, C. (2000). The enterprise system experience: From adoption to success. In R. W. Zmud (Ed.), Framing the domains of IT management: Projecting the future through the past (pp. 173-207). Pinnaflex. Mele, C., Hollebeek, L. D., Di Bernardo, I., & Russo Spena, T. (2024). Unravelling the customer journey: A conceptual framework and research agenda. Technological Forecasting and Social Change, 211, 123916. Moore, G. C., & Benbasat, I. (1991). Development of an instrument to measure the perceptions of adopting an information technology innovation. Information Systems Research, 2(3), 192- 222. Nielsen, L. (2019). Personas: User focused design (2nd ed.). Springer. Okonkwo, C. S., Agbabiaka, J., Mayo, W., & Okeke, O. T. (2024). Review of advances in procurement strategy, ERP adoption, and logistics performance. International Journal of Advanced Multidisciplinary Research and Studies, 4(6), 2827-2835. Oliveira, T., & Martins, M. F. (2011). Literature review of information technology adoption models at firm level. Electronic Journal of Information Systems Evaluation, 14(1), 110- 121. Page, M. J., McKenzie, J. E., Bossuyt, P. M., Boutron, I., Hoffmann, T. C., Mulrow, C. D., ... Moher, D. (2021). The PRISMA 2020 statement: An updated guideline for reporting systematic reviews. BMJ, 372, n71. Pine, B. J., & Gilmore, J. H. (1998). Welcome to the experience economy. Harvard Business Review, 76(4), 97-105. Pruitt, J., & Adlin, T. (2006). The persona lifecycle: Keeping people in mind throughout product design. Morgan Kaufmann. Rogers, E. M. (2003). Diffusion of innovations (5th ed.). Free Press. Rosenbaum, M. S., Otalora, M. L., & Ramirez, G. C. (2017). How to create a realistic customer journey map. Business Horizons, 60(1), 143-150. Salminen, J., Guan, K., Jung, S. G., & Jansen, B. J. (2021). A survey of 15 years of data-driven persona development. International Journal of Human-Computer Interaction, 37(18), 1685-1708. Sanni, J. O., Ajiga, D., & Atima, M. E. (2020). Systematic review of product management strategies in mobile network rollouts across emerging markets. International Journal of Multidisciplinary Research and Growth Evaluation, 1(5), 661-673. Sanni, J. O., & Atima, M. E. (2021). Analytics driven go to market frameworks addressing compliance sustainability complexity. International Journal of Multidisciplinary Research and Growth Evaluation, 2(6), 647-660. Sanni, J. O., Atima, M. E., & Attah, A. (2022). Systematic review of attribution modeling methods resolving bias in multi-touch journeys. Shodhshauryam, International Scientific Refereed Research Journal, 5(1), 304-334. Sanni, J. O., & Attah, A. (2023). Market research frameworks addressing entry barriers within highly regulated industrial service sectors. International Journal of Scientific Research in Computer Science, Engineering and Information Technology, 10(2), 904-930. Sanni, J. O., & Wedraogo, L. (2024). Data-centric funnel optimization frameworks resolving revenue leakage in high-value services. International Journal of Advanced Multidisciplinary Research and Studies, 4(6), 2859-2874. Snyder, H. (2019). Literature review as a research methodology: An overview and guidelines. Journal of Business Research, 104, 333-339. Stickdorn, M., & Schneider, J. (2011). This is service design thinking: Basics, tools, cases. Wiley. Tornatzky, L. G., & Fleischer, M. (1990). The processes of technological innovation. Lexington Books. Tranfield, D., Denyer, D., & Smart, P. (2003). Towards a methodology for developing evidence- informed management knowledge by means of systematic review. British Journal of Management, 14(3), 207-222. Tueanrat, Y., Papagiannidis, S., & Alamanos, E. (2021). Going on a journey: A review of the customer journey literature. Journal of Business Research, 125, 336-353. Venkatesh, V., & Bala, H. (2008). Technology acceptance model 3 and a research agenda on interventions. Decision Sciences, 39(2), 273-315. Venkatesh, V., & Davis, F. D. (2000). A theoretical extension of the technology acceptance model: Four longitudinal field studies. Management Science, 46(2), 186-204. Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: Toward a unified view. MIS Quarterly, 27(3), 425-478. Venkatesh, V., Thong, J. Y. L., & Xu, X. (2012). Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology. MIS Quarterly, 36(1), 157-178. Webster, J., & Watson, R. T. (2002). Analyzing the past to prepare for the future: Writing a literature review. MIS Quarterly, 26(2), xiii-xxiii. Wixom, B. H., & Todd, P. A. (2005). A theoretical integration of user satisfaction and technology acceptance. Information Systems Research, 16(1), 85-102.
