Relevant bibliographies by topics / CEM - Customer Experience Management

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'CEM - Customer Experience Management'

Author: Grafiati
Published: 10 September 2021
Last updated: 29 July 2025

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Journal articles on the topic "CEM - Customer Experience Management"

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Kandampully, Jay, Tingting(Christina) Zhang, and Elina Jaakkola. "Customer experience management in hospitality." International Journal of Contemporary Hospitality Management 30, no. 1 (2018): 21–56. http://dx.doi.org/10.1108/ijchm-10-2015-0549.

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Purpose In the contemporary hospitality industry, superior customer experiences are essential in gaining customer loyalty and achieving a competitive advantage. However, limited research addresses this subject. The purpose of this study is to advance scholarly research on customer experience management (CEM) in the hospitality field by providing a comprehensive overview of the key elements of CEM, a framework for managing customer experience and a rich agenda for research. Design/methodology/approach An extensive literature review produces a comprehensive overview of the existing knowledge of
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Grønholdt, Lars, Anne Martensen, Stig Jørgensen, and Peter Jensen. "Customer experience management and business performance." International Journal of Quality and Service Sciences 7, no. 1 (2015): 90–106. http://dx.doi.org/10.1108/ijqss-01-2015-0008.

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Purpose – The purpose of this paper is to examine how essential dimensions of customer experience management (CEM) drive business performance in Danish companies. Design/methodology/approach – An empirical study is conducted to investigate the relationships between seven CEM dimensions, differentiation, market performance and financial performance. The conceptual model is operationalized by a structural equation model, and the model is estimated and tested by using the partial least squares method. A survey among 484 companies in Denmark forms the empirical basis for the study. Findings – The
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Nwankwo, Cosmas Anayochukwu, and MacDonald Isaac Kanyangale. "Customer Experience Management: Analysis of Customer Retention in Restaurants in Anambra State, Nigeria." Marketing of Scientific and Research Organizations 49, no. 3 (2023): 1–26. http://dx.doi.org/10.2478/minib-2023-0013.

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Abstract This study examined the effect of customer experience management (CEM) on customer retention in restaurants in Anambra State, Nigeria. Specifically, the study sought to investigate the influence of affective customer experience, cognitive customer experience, physical customer experience and social-identity customer experience on customer retention in restaurants in Anambra State, Nigeria. The study adopted a survey research method. The study found that affective customer experience, cognitive customer experience, physical customer experience and social-identity customer experiences h
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Badawi, Badawi, and Muafi Muafi. "Boosting customer loyalty through marketing distribution, customer experience management and customer relationship management." Acta logistica 11, no. 03 (2024): 441–49. http://dx.doi.org/10.22306/al.v11i3.530.

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This study aims to analyze the effect of marketing distribution on customer experience management (CEM), customer relationship management (CRM), and customer loyalty. This study also analyzes the effect of CEM and CRM on customer loyalty. This study uses quantitative methods with a population of all BPRS (Sharia People's Financing Bank) customers in the Cirebon area, West Java. The sample in this study was taken through the purposive sampling method regarding sampling criteria tailored to the research objectives. From the sampling process, we obtained 185 respondents who met the criteria and b
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Raju, J. K., and Deepali Walavalkar. "Customer Experience Management - the Mantra for Success." Ushus Journal of Business Management 5, no. 1 (2006): 1–8. http://dx.doi.org/10.12725/ujbm.7.1.

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The past decade has seen several changes in the business environment and markets are flooded with several me-too brands making the consumer perplexed and further increasing his search time. With new brands encroaching the mind space of the customers and displacing the existing ones, the only differentiator the brands can rely on for lasting advantage is the experience that lingers in the customer's head.
 Providing a meaningful experience is a challenging task for companies and they need to incorporate a CEM (customer experience management) culture by managing their customer, brand and th
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Worlu, Rowland, Oladele Joseph Kehinde, and Taiye Tairat Borishade. "Effective customer experience management in health-care sector of Nigeria." International Journal of Pharmaceutical and Healthcare Marketing 10, no. 4 (2016): 449–66. http://dx.doi.org/10.1108/ijphm-12-2015-0059.

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Purpose The purpose of this conceptual paper is to introduce the concept of customer experience management (CEM) as a supportive construct in customer loyalty building. In support of Smith and Wheeler (2002) stance, Cronin (2003) argued that organizations should deviate from outdated quality → value → satisfaction → loyalty paradigm to a modern and more flexible paradigm for loyalty building. Design/methodology/approach This paper uses an archival survey of the extant literature to confirm or debunk the position of CEM protagonists within the context of the health-care sector of developing cou
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Famoti, Oluwakemi, Chikezie Paul-Mikki Ewim, Okiomah Eloho, et al. "Revolutionizing Customer Experience Management through Data-Driven Strategies in Financial Services." International Journal of Advanced Multidisciplinary Research and Studies 5, no. 1 (2025): 948–57. https://doi.org/10.62225/2583049x.2025.5.1.3748.

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In today's digital age, financial services institutions are increasingly turning to data-driven strategies to revolutionize customer experience management (CEM). This Review explores how these strategies are reshaping the industry landscape, focusing on the key trends, challenges, and opportunities. The financial services sector is undergoing a significant transformation driven by technological advancements and changing customer expectations. Data-driven strategies are at the forefront of this transformation, enabling institutions to gain deeper insights into customer behavior, preferences, an
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Alomar, Khalid, and Hamed AL-Rubaiee. "Using Sentiment Analysis of Arabic Tweets to Fine-Tune CRM Structure." Journal of King Abdulaziz University: Computing and Information Technology Sciences 12, no. 1 (2023): 37–50. http://dx.doi.org/10.4197/comp.12-1.4.

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Understanding how customers perceive the services they receive has always been crucial to a business’s success. It is widely accepted that Customer Relationship Management (CRM) and Customer Experience Management (CEM) have both been shown to aid businesses in making better decisions by providing them with better information. Unfortunately, in real-world business applications, there are distinctions between customer opinions collected through customer relationship management (CRM) and the real customer opinions gathered via social media for customer experience management (CEM). It is critical
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Suvarchala and V. Narasimha Rao. "CUSTOMER EXPERIENCE MANAGEMENT IN BANKING SECTOR - A BRIEF REVIEW." International Journal of Research -GRANTHAALAYAH 6, no. 7 (2018): 164–78. http://dx.doi.org/10.29121/granthaalayah.v6.i7.2018.1295.

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The competition among the organizations in financial services sector is continuously increasing. Banking industry is a backbone of nation’s economy and it is one of the largest industries in India in terms of revenue and employment. The banking structure played a major role in the mobilisation of savings and promoting economic development. The intensity of customer-organisation relationship has changed dramatically over time. Customer experience is the product of an interaction between an organisation and a customer over the duration of their relationship. The key elements like strategy, cultu
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M.B., Suvarchala, and Narasimha Rao Prof.V. "CUSTOMER EXPERIENCE MANAGEMENT IN BANKING SECTOR - A BRIEF REVIEW." International Journal of Research - Granthaalayah 6, no. 7 (2018): 164–78. https://doi.org/10.5281/zenodo.1325777.

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The competition among the organizations in financial services sector is continuously increasing. Banking industry is a backbone of nation’s economy and it is one of the largest industries in India in terms of revenue and employment. The banking structure played a major role in the mobilisation of savings and promoting economic development. The intensity of customer-organisation relationship has changed dramatically over time. Customer experience is the product of an interaction between an organisation and a customer over the duration of their relationship. The key elements like strategy,
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Dissertations / Theses on the topic "CEM - Customer Experience Management"

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Ullberg, Matilda, Alexandra Greus, and Sofia Dollerup. "Does the Experience really matter in B2B? : A Qualitative Study on Customer Experience Management in B2B." Thesis, Högskolan i Jönköping, Internationella Handelshögskolan, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-44041.

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Background: The concept of Customer Experience Management (CEM) is growing as a marketing tool used in order to remain a competitive actor on the market. By designing a customer experience, companies are able to differentiate themselves by offering a holistic customer experience.                                                                                             Problem: The existing body of knowledge regarding CEM in the B2B setting is limited. However, recent studies have begun to examine the fact that the buying process in B2B does not only concern task related and rational decision
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Baek, Jooa. "SERVICE WAITING EXPERIENCE: THE GRANULARITY EFFECT OF QUANTITATIVE INFORMATION ON CUSTOMER REACTIONS TO WAITING." Diss., Temple University Libraries, 2018. http://cdm16002.contentdm.oclc.org/cdm/ref/collection/p245801coll10/id/500787.

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Tourism and Sport<br>Ph.D.<br>Waiting for service is inevitable. Service cannot be easily supplied to match fluctuating peaks of demand, and its pre-production is limited. Unfortunately, however, most people do not tolerate waiting well. To effectively deal with the inevitable waiting, service organizations endeavor to manage customer perceptions of the wait using various strategies to make waiting seem short and less wasteful and uncomfortable. Therefore, finding ways to manage customer perceptions of waiting is an essential part of the service experience. To encourage customers to join in an
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Sukhu, Anupama. "Transcendent Experience: Role of Emotional Intelligence in Customer Experience." The Ohio State University, 2015. http://rave.ohiolink.edu/etdc/view?acc_num=osu1431002170.

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Jozic, Danijel [Verfasser], and Christian [Akademischer Betreuer] Homburg. "Customer experience management / Danijel Jozic ; Betreuer: Christian Homburg." Mannheim : Universitätsbibliothek Mannheim, 2015. http://d-nb.info/1122019513/34.

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Lao, Lai Lai. "Service quality and its relationship with customer behavioral intentions in Macau electricity industry : case of CEM." Thesis, University of Macau, 2004. http://umaclib3.umac.mo/record=b1636739.

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Sundström, Gema, and Guha Kashyap. "CEMenting Growth : Customer Experience Management as a driver of Growth." Thesis, Högskolan i Halmstad, Akademin för ekonomi, teknik och naturvetenskap, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-31490.

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Purpose: The purpose of this study is the purpose of this study is to gain a more in-depth understanding of customer experience management and how it enables growth within an organization. Background: Customer Experience Management has been described as a process where the entire experience of a customer with a product/service and a company is strategically managed. It has been highlighted as a key area for organisations to focus on, yet, CEM is continuously being researched both by researchers and business practitioners as there is still a vague understanding on the topic. Nonetheless, CEM ha
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Mattila, J. (Juho). "Customer experience management in digital channels with marketing automation." Master's thesis, University of Oulu, 2016. http://urn.fi/URN:NBN:fi:oulu-201601291092.

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Superior customer experience and successful customer experience management can create a competitive advantage that is difficult to match by the competitors. However managing customer experience successfully the customer experience needs to be considered in the context of multiple marketing channels and multiple customer segments which requires a lot of resources. With the difficult financial conditions today the use of technology and marketing automation offer companies a chance to work efficiently across the marketing channels and segments. Managing customer relationships and customer experi
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Virkkala, P. (Peetu). "Remodeling hardware store customer experience towards digital era." Bachelor's thesis, University of Oulu, 2018. http://urn.fi/URN:NBN:fi:oulu-201802271266.

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When approaching digital era of retail, customer’s expectations are changing fast. This accelerating change leads to situation, where companies have to adapt to changes much faster than ever before, and do changes which have fundamental effects to ways how companies implement their retail business. Many hardware retail companies have huge difficulties to adapt to these changes which put them at risk to lose their market position. If these companies want to survive in digital era, they have to adapt fast to these ongoing changes. In this study, the objective is to investigate how hardware store
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Yang, Yaxing, and 杨雅星. "Item-level RFID-based customer shopping experience enhancement." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2014. http://hdl.handle.net/10722/208567.

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To survive and thrive in the customer-oriented global market, retail companies have to make persistent efforts to provide customers with satisfactory shopping experience enriched by leisure process, interaction for merchandise information and personalised assistance. In traditional retail stores, customers’ needs cannot be fully satisfied due to difficulties in locating target products, out-of-stocks, a lack of professional assistance for product selection, and long waiting for payments. The relative visibility and traceability of individual items provided by the radio frequency identifi
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Amoah, Felix. "Customer satisfaction with the guesthouse experience in Ghana." Thesis, Nelson Mandela Metropolitan University, 2016. http://hdl.handle.net/10948/6073.

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Guesthouse accommodation plays an important role in Ghana’s hospitality industry and was therefore the focus of this study as little research dealing with guesthouses in Ghana could be found. The number of guesthouses in Ghana continues to grow and they thus represent an important alternative to hotels. However, these establishments seem to perform poorly and face several challenges such as lack of managerial knowledge, insufficiently skilled employees, poor interaction with customers, and criticisms of the provision of low quality service. The main reason for undertaking this research was to
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Books on the topic "CEM - Customer Experience Management"

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Horster, Eric. Customer Experience Management. Haufe, 2023. http://dx.doi.org/10.34157/978-3-648-16906-3.

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Walden, Steven. Customer Experience Management Rebooted. Palgrave Macmillan UK, 2017. http://dx.doi.org/10.1057/978-1-349-94905-2.

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Shaw, Colin. Revolutionize your customer experience. Palgrave Macmillan, 2004.

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Tiffert, Alexander. Customer Experience Management in der Praxis. Springer Fachmedien Wiesbaden, 2019. http://dx.doi.org/10.1007/978-3-658-27331-6.

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Spottke, Benjamin. Digital Customer Experience Management der Plattform Steam. Springer Fachmedien Wiesbaden, 2018. http://dx.doi.org/10.1007/978-3-658-22759-3.

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Tischer, Moritz. Customer Experience Management in Business-to-Business-Märkten. Springer Fachmedien Wiesbaden, 2022. http://dx.doi.org/10.1007/978-3-658-39727-2.

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Barnes, Cindy. Creating and delivering your value proposition: Managing customer experience for profit. Kogan Page, 2009.

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Ciarlone, Leonor. The global customer experience: Sun Microsystems' vision for the participation age. Gilbane, 2005.

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Schmitt, Bernd H. Customer Experience Management. Wiley & Sons, Incorporated, John, 2010.

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Seligman, James. Customer Experience Management. Taylor & Francis Group, 2019.

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Book chapters on the topic "CEM - Customer Experience Management"

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Chimeno, Samuel Gallego. "Customer Experience Management (CEM)." In Advances in Intelligent Systems and Computing. Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-319-99608-0_65.

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Arineli, A., and H. Quintella. "Critical Success Factors on Implementation of Customer Experience Management (CEM) Through Extended Marketing Mix." In Lecture Notes in Management and Industrial Engineering. Springer International Publishing, 2015. http://dx.doi.org/10.1007/978-3-319-14078-0_23.

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Kim, Hye Jung, Myeong Sook Park, and Jiin Hwang. "A Study on the Customer Experience Management (CEM) by Applying Walk-Through Audit (WtA); Focused on Hospitality Service Cases." In Emotional Artificial Intelligence and Metaverse. Springer International Publishing, 2022. http://dx.doi.org/10.1007/978-3-031-16485-9_2.

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Weber, Marcel, and Arend Hofsink. "Design and Development of the CEM-Dashboard: A Diagnostic Tool to Determine Your Current Position and Improvement Directions in Customer Experience Management." In Customization 4.0. Springer International Publishing, 2018. http://dx.doi.org/10.1007/978-3-319-77556-2_25.

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Hauk, Joachim, and Carsten Schulz. "Customer Experience Management für Telekommunikationsunternehmen." In Customer Experience. Gabler Verlag, 2012. http://dx.doi.org/10.1007/978-3-8349-4001-8_18.

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Holland, Heinrich. "Customer Experience Management." In Digitales Dialogmarketing. Springer Fachmedien Wiesbaden, 2020. http://dx.doi.org/10.1007/978-3-658-28973-7_6-1.

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Jozić, Danijel, and Christina Kühnl. "Customer Experience Management." In Kundenzufriedenheit. Springer Fachmedien Wiesbaden, 2015. http://dx.doi.org/10.1007/978-3-658-08689-3_14.

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Carroll, Brian. "Customer Experience Management." In End-to-End Quality of Service over Cellular Networks. John Wiley & Sons, Ltd, 2006. http://dx.doi.org/10.1002/047001587x.ch7.

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Holland, Heinrich, and Nandhini Ramanathan. "Customer Experience Management." In Disruption und Transformation Management. Springer Fachmedien Wiesbaden, 2018. http://dx.doi.org/10.1007/978-3-658-19131-3_15.

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Holland, Heinrich, and Nandhini Ramanathan. "Customer Experience Management." In Dialogmarketing Perspektiven 2015/2016. Springer Fachmedien Wiesbaden, 2016. http://dx.doi.org/10.1007/978-3-658-12924-8_4.

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Conference papers on the topic "CEM - Customer Experience Management"

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S, Perera A. P. S., Hettiarachchi A. B, Gunasekara P. G. A. I. P, Jayasekara H. L, Wishalya Tissera, and Samadhi Rathnayake. "Enhancing Fashion Intelligence for Exceptional Customer Experience." In 2024 8th International Conference on Business and Information Management (ICBIM). IEEE, 2024. https://doi.org/10.1109/icbim63313.2024.10823442.

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Zhang, Xuemo, and Teeraporn Saeheaw. "Customer Knowledge Management Model to enhance Chinese customer shopping experience in Chiang Mai Shopping Mall." In 2025 Joint International Conference on Digital Arts, Media and Technology with ECTI Northern Section Conference on Electrical, Electronics, Computer and Telecommunications Engineering (ECTI DAMT & NCON). IEEE, 2025. https://doi.org/10.1109/ectidamtncon64748.2025.10962025.

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Eugene, Eisya, and Dicky Hida Syahchari. "Analyzing the Impact of Digital Marketing, Website Design, e-CRM, and Customer Experience on Online Customer Buying Behavior." In 2024 IEEE Technology & Engineering Management Conference - Asia Pacific (TEMSCON-ASPAC). IEEE, 2024. https://doi.org/10.1109/temscon-aspac62480.2024.11024987.

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Saravana Kumar, G., Samminga Ashok Kumar, Suman Chintala, Noor Firdoos Jahan, M. Shunmugasundaram, and Nikhil Polke. "Customer Experience Management in age of AI: Strategies for Personalization and Loyalty." In 2025 International Conference on Pervasive Computational Technologies (ICPCT). IEEE, 2025. https://doi.org/10.1109/icpct64145.2025.10941476.

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Jankova, Liga, and Andrejs Lazdins. "CUSTOMER RELATIONSHIP MANAGEMENT IN LATVIA." In 24th SGEM International Multidisciplinary Scientific GeoConference 2024. STEF92 Technology, 2024. https://doi.org/10.5593/sgem2024/5.1/s21.58.

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Understanding the nature and role of customer relationship management (hereinafter CRM) is an important prerequisite for business success. A customer requires the company to adhere to certain quality standards as well as affects the performance and management of the company. Customer relationships could be managed and developed to attract new customers and increase business profitability and customer loyalty. The customer is the most valuable asset of a company that helps to achieve goals set by the company. In Latvia, the need to view customer relationships as important in business management
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Safdar, Saria, Shoab Ahmed Khan, and Arslan Shaukat. "Customer Experience Management (CEM) for Automation, Data Collection and Methodology." In 2019 International Conference on Information and Communication Technology Convergence (ICTC). IEEE, 2019. http://dx.doi.org/10.1109/ictc46691.2019.8939860.

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Tarmizi, Rasyid, H. Suhada, Desy Apriani, Muhaimin Hasanudin, Dedy Prasetya Kristiadi, and Wahyu Hidayat. "Customer Experience Management (CEM) Supports the Quality of Hospital Services Based on RFID." In 1st Paris Van Java International Seminar on Health, Economics, Social Science and Humanities (PVJ-ISHESSH 2020). Atlantis Press, 2021. http://dx.doi.org/10.2991/assehr.k.210304.156.

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Liu, Yonghong, Zhaorui Zeng, Yanlin Yin, and Yiming Song. "Evolution and Development Trends for Experience Design of Manufacturing Enterprises under the Background of Industry 4.0." In 13th International Conference on Applied Human Factors and Ergonomics (AHFE 2022). AHFE International, 2022. http://dx.doi.org/10.54941/ahfe1002023.

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The overall level of intelligent development of Chinese manufacturing enterprises (CME) is relatively low, and there are problems of large cost investment and low profitability in the process of realizing intelligent transformation. Starting from the development status and trend of Chinese intelligent manufacturing enterprises (CIME), this paper studies the application evolution and trend of experience design (EXD) in CME, and deeply analyzes the EXD problems of CIME. It proposes to build cross-organizational user experience design (UED) management and cross-product life cycle (LC) EXD strateg
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Parandker, Sachin Ramesh, and Doji Lokku. "Customer Experience Management." In 2012 Third International Conference on Services in Emerging Markets (ICSEM). IEEE, 2012. http://dx.doi.org/10.1109/icsem.2012.14.

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Torjemen, Nabil, Nabil Tabbane, and Ghayet El Mouna Zhioua. "Business-Oriented customer experience management." In 2016 5th International Conference on Multimedia Computing and Systems (ICMCS). IEEE, 2016. http://dx.doi.org/10.1109/icmcs.2016.7905579.

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Reports on the topic "CEM - Customer Experience Management"

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Seybold, Patricia. How to Approach Customer Experience Management. Patricia Seybold Group, 2005. http://dx.doi.org/10.1571/me11-23-05cc.

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Aldrich, Susan. Framework for Quality of Customer Experience (QCE) Management. Patricia Seybold Group, 2001. http://dx.doi.org/10.1571/fw12-20-01cc.

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Rivera Picado, Carlo Magno, Lucia Latorre, Eduardo Rego, Lorenzo De Leo, and Mariana Gutierrez. Tech Report: RPA. Inter-American Development Bank, 2024. http://dx.doi.org/10.18235/0013018.

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The scalability of RPA allows companies to adjust their robotic workforce according to fluctuating demands, improving not only operational efficiency but also employee satisfaction and strategic focus. With applications ranging from data processing and verification to supply chain management, RPA has become a transformative tool in sectors such as banking, retail, customer support, and human resources management, demonstrating its potential to optimize processes and improve decision-making across a wide range of industries. The adoption of RPA in Latin America, partly driven by the COVID-19 pa
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