The purpose of this paper is to critique the adequacy of efforts to capture the complexities of customer experience (CE) in a business-to-business (B2B) context using input-output measures. The paper introduces a strategic customer experience management framework to capture the complexity of B2B service interactions and discusses the value of outcomesbased measurement.
Design/Methodology/ApproachThis is a theoretical paper that reviews extant literature related to B2B customer experience and asks fresh questions regarding B2B customer experience at a more strategic network level.
FindingsThe paper offers a reconceptualisation of B2B customer experience, proposes a strategic customer experience management framework, and outlines a future research agenda.
Research Limitations/ImplicationsThis paper is conceptual and seeks to raise questions surrounding the under-examined area of B2B customer experience. It offers a framework that is propositional in nature and will thus benefit from further empirical interrogation.
Practical ImplicationsExisting measures of customer experience are problematic when applied in a B2B (services) context. Rather than adopting input-and output-based measures, widely used in a businessto-consumer (B2C) context, a B2B context requires a more strategic approach to capturing and managing customer experience. Focusing on strategically important issues should generate opportunities for value co-creation and are more likely to involve outcomes-based measures.
Social ImplicationsImproving understanding of customer experience in a B2B context should allow organisations to design better services and consequently enhance the experiences of their employees, their customers and other connected actors. This paper critiques the current approach to measuring customer experience in a B2B context, drawing on contemporary ideas of value-in-use, outcomes-based measures, and 'big data' to offer potential solutions to the measurement problems identified.
Originality/Value
Lysophosphatidic acid (LPA) is a bioactive lipid which increases in concentration locally and systemically across different cancer types. Yet, the exact mechanism(s) of how LPA affects CD8 T cell immunosurveillance during tumor progression remain unknown. We show LPA receptor (LPAR) signaling by CD8 T cells promotes tolerogenic states via metabolic reprogramming and potentiating exhaustive differentiation to modulate anti-tumor immunity. We found LPA levels predict response to immunotherapy and Lpar5 signaling drives exhausted phenotypes on CD8 T cells. Importantly, we identify a novel function of Lpar5 to regulate CD8 T cell respiration, proton leak, and reactive oxygen species. Together, our findings reveal that LPA serves as a lipid-regulated immune checkpoint by modulating metabolic efficiency through LPAR5 signaling on CD8 T cells. Our study offers key insights into the mechanisms governing adaptive anti-tumor immunity and demonstrates LPA could be exploited as a novel T cell directed therapy to improve dysfunctional anti-tumor immunity.
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TakedownIf you consider content in White Rose Research Online to be in breach of UK law, please notify us by emailing eprints@whiterose.ac.uk including the URL of the record and the reason for the withdrawal request.The validity of using surface meshes for evaluation of three-dimensional maxillary and mandibular surgical changes. Surface meshes for evaluation of 3D hard tissue surgical changes Key words: CBCT, surface mesh, surgical change, three-dimensional, 3D.
SummaryThree-dimensional changes of hard tissue position following orthognathic surgery have been reported using 3D cephalometry, changes in volume, centroid position and changes based on the surface model of the hard tissue.The aim of this study was to determine the validity of using surface models as a method of assessing positional changes of the maxilla and the mandible.
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