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Dissertations / Theses on the topic 'CEM - Customer Experience Management'

Author: Grafiati

Published: 10 September 2021

Last updated: 29 July 2025

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1

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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3

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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Drotskie, Adri. "Customer experience as the strategic differentiator in retail banking." Thesis, Stellenbosch : University of Stellenbosch, 2009. http://hdl.handle.net/10019.1/1373.

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MARCHESANI, DANIELE. "IT-ENABLED CUSTOMER EXPERIENCE MANAGEMENT: SYSTEMS AND STRATEGIES TO ENHANCE PERFORMANCE." Doctoral thesis, Università degli studi di Pavia, 2017. http://hdl.handle.net/11571/1203314.

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Service companies today face new challenges arising from the widespread of technologies, which affects their relationships with customers. This is particularly true in the hospitality industry, where the emergence of Online Travel Agencies, such as Booking.com, today erodes the share of reservations directly done by guests through traditional channels. In the literature, in last decades several studies deepened effects of information technology on customer service systems, linking such benefits to concepts of service quality and value generated for and by customers. On this base, recent studie

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Gabova, M. (Marina). "Managing the customer satisfaction of tourists in an experience economy." Master's thesis, University of Oulu, 2016. http://urn.fi/URN:NBN:fi:oulu-201609082735.

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Nowadays, the great importance of tourism and its impact on the wide range of aspects of progress and globalization, development and international relations promotion does not ask for argumentations. The responsibility of providing this impact lays on every company in the sector: in addition to making profit, enterprises are in charge of satisfying the customers. Furthermore, the key mean to reaching these goals is to be found in experiences that people are so keen on receiving. Consequently, companies representing the tourism industry must focus on creating the best possible experiences, whic

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Sanderson, Karin. "Store loyalty and the total retail experience." Thesis, Stellenbosch : Stellenbosch University, 2004. http://hdl.handle.net/10019.1/50104.

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Thesis (MEcon)--Stellenbosch University, 2004.<br>ENGLISH ABSTRACT: With heightening competitive pressures in the retailing environment, customer satisfaction and customer loyalty have become barometers of retailer performance. Determining the relationship of all the controllable elements that encourage or inhibit consumers during their contact with a retailer, defined as the Total Retail Experience (Berman and Evans, 1998: 19), with customer satisfaction and customer loyalty, formed the basis of this study. The dimensions ofTRE that were applied in this study were five controllable comp

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Le, Roux Abraham Albertus. "Integrated customer experience management at the North-West University / A.A. le Roux." Thesis, North-West University, 2011. http://hdl.handle.net/10394/6529.

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Higher education institutions (HEIs) are facing greater challenges in the modern era as a result of globalization, advancement in new technologies and the worldwide recession. As a result of these factors, as well as a decrease in government subsidies, marketing departments at HEIs find it more difficult to recruit and retain quality students. It is therefore necessary to establish what factors can contribute towards creating more satisfied and loyal students using the principles of relationship marketing, with the aim (in theory) to produce more customer advocates that will further their own

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Zimmermann, Daniel P. [Verfasser]. "Creating New Realities : The Role of Technology for the Customer Experience / Daniel Zimmermann." Berlin : epubli, 2020. http://d-nb.info/1209399385/34.

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Zimmermann, Daniel [Verfasser]. "Creating New Realities : The Role of Technology for the Customer Experience / Daniel Zimmermann." Berlin : epubli, 2020. http://d-nb.info/1209399385/34.

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Gahler, Markus [Verfasser]. "Customer Experience: : Konzeptualisierung und Entwicklung einer text-basierten und grafischen Skala / Markus Gahler." Düren : Shaker, 2020. http://d-nb.info/1217163948/34.

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Girard, Marc. "Customer Experience Management an Kundenkontaktpunkten Typologisierung und Implikationen für die Steuerung der Marke." München FGM-Verl, 2007. http://deposit.d-nb.de/cgi-bin/dokserv?id=2981826&prov=M&dok_var=1&dok_ext=htm.

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Tokoro, Yoshio. "Improving customer experience through advocacy and morphing : a Web application for Suruga Bank." Thesis, Massachusetts Institute of Technology, 2008. http://hdl.handle.net/1721.1/44437.

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Thesis (M.B.A.)--Massachusetts Institute of Technology, Sloan School of Management, 2008.<br>Includes bibliographical references (leaf 87).<br>After the rise of the internet, the relationship between customer and company has changed so that customer power increased. Companies have had to change their marketing activity from mass media based to internet based. At the same time, if the company successfully established web-based communication with the customer, it would be able to expand its business without being constrained by the existing order of market standing. In other words, effective cus

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Castillo-Jiménez, Andrea, and Eliana Gallardo-Echenique. "The role of customer experience in the omnichannel strategy during the purchasing proces." Associacao Iberica de Sistemas e Tecnologias de Informacao, 2020. http://hdl.handle.net/10757/656662.

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Nowadays, a hyper-connected consumer is not satisfied with using only one channel of everything the brand offers, but rather looks for the diversity of options to make their purchase. This research seeks to analyze how the customer experience is during the purchase process developed in the omnichannel strategy of the department store. The study used qualitative research methods to data gathering and analysis. To best capture customer experience, semi-structured interview, using open-ended questioning, was suited to data gathering. The participants were 13 customers who consented to be intervie

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Bhatti, Areeb. "Internet of Equipment : Enhancing customer value and experience." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Företagsekonomi, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-43933.

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Background: Organizations are continuously challenged to create differentiated customer value and experience to increase profitability and gain competitive advantage. At the same time, the fast-paced advancement of technologies provides the opportunity to the organizations to create a differentiated customer value by offering innovative products and services. Internet of things (IoTs) is one such emerging technology that brings within itself opportunities and challenges to be addressed. However, so far research has not sufficiently followed how the utilization of IoTs can enhance customer valu

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Chu, Qiao M. Eng Massachusetts Institute of Technology, and Nisha Palvia. "Enhancing the customer service experience in call centers using preemptive solutions and queuing theory." Thesis, Massachusetts Institute of Technology, 2017. http://hdl.handle.net/1721.1/112874.

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Thesis: M. Eng. in Supply Chain Management, Massachusetts Institute of Technology, Supply Chain Management Program, 2017.<br>Cataloged from PDF version of thesis.<br>Includes bibliographical references (page 79).<br>The security alarms services market in the United States delivers hardware equipment and services to homeowners and businesses to help monitor and enhance personal property protection. Customer satisfaction via wait time reduction, first call resolution, and cost minimization are key drivers of success to players in this market. Most companies invest heavily in customer service sys

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Mandl, Leonhard [Verfasser], Jens [Akademischer Betreuer] Hogreve, and Katja [Akademischer Betreuer] Gelbrich. "New perspectives on customer experience in service recovery [cumulative dissertation] / Leonhard Mandl ; Jens Hogreve, Katja Gelbrich." Eichstätt-Ingolstadt : Katholische Universität Eichstätt-Ingolstadt, 2017. http://d-nb.info/1143691873/34.

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Dong, Ping. "Antecedents and consequences of customer service experience : the case of theme park service." HKBU Institutional Repository, 2010. http://repository.hkbu.edu.hk/etd_ra/1172.

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Atapattu, Maura R. "Customer agility, smart shopping apps and their implications: Customer relationship management systems in the digital age." Thesis, Queensland University of Technology, 2015. https://eprints.qut.edu.au/84866/1/Maura_Atapattu_Thesis.pdf.

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This thesis examines the complementarities and vulnerabilities of customer connectivity that contemporary firms achieved through ubiquitous digital technologies. Taking the example of deployment of smart shopping apps to connect with consumers in the context of Australian retail, the study examines how such customer connectivity positively influences firm performances through firm's customer agility whilst creating implications for firms' digital business strategy through altered customer cognitions. Employing Oliver's (1977) Expectation Confirmation Theory, this study empirically tests a conc

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Ganzevoort, Boto Wybrand. "Leveraging connectivity to innovate for a differentiated customer experience : a study into the management of interaction between financial services organisations and their external environment to enhance the innovation process for the delivery of a differentiated customer experience." Thesis, Stellenbosch : Stellenbosch University, 2004. http://hdl.handle.net/10019.1/50008.

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Thesis (MComm)--Stellenbosch University, 2004.<br>ENGLISH ABSTRACT: The high degree of extant commoditisation of organizations and their value propositions in the financial services industry has necessitated organizations in the industry to seek differentiation from the competition. Innovation has generally been accepted as a way for organizations to create differentiation by adding value to the organization. Until recently the focus of innovation activities has been limited to the product or the service of the organization. Recent emphasis has however shifted the innovation mandate to m

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Mulari, A. (Anna). "Online customer experience and its management as a competitive advantage in the Finnish banking sector." Master's thesis, University of Oulu, 2019. http://jultika.oulu.fi/Record/nbnfioulu-201906052380.

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Abstract. The purpose of this research is to get an understanding of online customer experiences and their management in the Finnish banking sector. The topic is seen as highly relevant for a myriad of reasons — not only is it of great interest to the writer personally, but it is also a complex phenomenon that lacks empirical support. Nowadays, economic pressures, increasing consumer demands and new technologies all have their influence on companies. The overall goal is to not only attract customers, but also to make them happy. It is evident that customer experiences and their management h

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Samuel, Mekus. "Strategies Retailers Use to Build Brand Loyalty and Improve Customer Experience." ScholarWorks, 2018. https://scholarworks.waldenu.edu/dissertations/4887.

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The use of strategy to build brand loyalty and improve customer experience by retail managers is essential in driving sales revenue and increasing profitability. Retail managers should perceive customer experience strategy as a tool for product differentiation, which could be leveraged to attain benefits, such as, repeat business, positive word of mouth, increased sales, and the competitive advantage. Some retail managers may not fully comprehend customer experience strategy, and may solely focus on individual facets such as, customer service and employee training. This qualitative multiple ca

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Terry, Siera Santos. "Sales to Service: How businesses can incorporate service attributes to drive customer retention." Kent State University / OhioLINK, 2020. http://rave.ohiolink.edu/etdc/view?acc_num=kent1586985932615731.

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Vernon, Mona Masghati. "The role of customer experience in technology strategy : implications for product adoption in information technology." Thesis, Massachusetts Institute of Technology, 2011. http://hdl.handle.net/1721.1/67569.

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Thesis (S.M. in Engineering and Management)--Massachusetts Institute of Technology, Engineering Systems Division, System Design and Management Program, 2011.<br>Cataloged from PDF version of thesis.<br>Includes bibliographical references (p. 104-105).<br>This research identifies and describes the impact of customer experience on the adoption of information technology products. The research findings are applied to the business case of a global technology firm entering into in the cloud computing space. We chose a customer-centric lens in order to better understand how information technology is

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Sammour, Ammar Abdellatif Taha. "Corporate heritage brand identity, customer experience and satisfaction : the case study of John Lewis Partnership." Thesis, Brunel University, 2017. http://bura.brunel.ac.uk/handle/2438/16324.

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Purpose: This research studies the relationship between corporate heritage brand identity and customer satisfaction of John Lewis Partnership (JLP) which is one of the most successful British retail heritage brands internationally. It conceptualizes and addresses the key factors of corporate heritage brand identity including brand price, quality, design, and symbol. It examines the corporate heritage brand experience of JLP customers through which corporate heritage brand identity influences customer satisfaction. It also establishes the moderating role of brand innovation, word of mouth and m

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Kootz, Jochen [Verfasser], Andreas [Akademischer Betreuer] Kagermeier, and Ulrike [Gutachter] Sailer. "Kundenorientiertes Personalrecruiting. Eine empirische Untersuchung unter besonderer Berücksichtigung von Customer Experience Management / Jochen Kootz ; Gutachter: Ulrike Sailer ; Betreuer: Andreas Kagermeier." Trier : Universität Trier, 2014. http://d-nb.info/1203836449/34.

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Fleischer, Hannes [Verfasser], Jens [Akademischer Betreuer] Hogreve, and Katja [Akademischer Betreuer] Gelbrich. "Customer experience in B2C and B2B interactions : a holistic and multidimensional perception [cumulative dissertation] / Hannes Fleischer ; Jens Hogreve, Katja Gelbrich." Eichstätt-Ingolstadt : Katholische Universität Eichstätt-Ingolstadt, 2020. http://d-nb.info/1213804434/34.

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Moody, Christine Jane. "Investigating how customer insights inform strategy leading to brand differentiation in the retail sector." Thesis, Queensland University of Technology, 2015. https://eprints.qut.edu.au/87509/1/Christine_Moody_Thesis.pdf.

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Using qualitative research with case studies of firms in the Australian retail sector, this thesis explores the link between brand differentiation, customer insights, and strategy development to deliver a unique customer experience. The research focus is how brand expression is driven by customer insights. Findings indicate that customer experience is made tangible by the strategic design and alignment of the brand's expression and is crucial to retail success. A significant practical outcome is the development of the Brand Differentiated Model. Created as a tool to potentially assist retailer

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Johansson, Felicia, and Catrin Lindquist. "Returprocessens påverkan på relationen mellan kund och företag." Thesis, Högskolan i Borås, Akademin för textil, teknik och ekonomi, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-21226.

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E-handel är i nuläget ett etablerat fenomen som växer för varje år. I samband med att e-handen breder ut sig och försäljningen mellan olika länder ökar bidrar det även till en ökad returgrad. Returgraden inom e-handel är den högsta i jämförelse med övriga försäljningskanaler och är ett hot för många företags överlevnad. För att vända returen till någonting positivt kan returprocessen användas för att stärka kundlojalitet och kundvärde genom segmenterade lösningar. Syftet med rapporten är att identifiera de steg en konsument går igenom i en returprocess och om dessa aktiviteter kan skapa lojal

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Bodderas, Chris. "Trying to become "The World’s Cosiest Airport" : A Case Study on Customer Experience Management from a Service Delivery Network perspective." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Informatik, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-28078.

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The practical relevancy of Customer Experience Management is increasing. The research on the topic has still not found common ground in all areas. Most scholars still fail to see the advantage of adopting a broader perspective of Customer Experience Management and integrating factors that lie out of the focal company’s control into the scope of the conceptual framework. The aim of this thesis is to clarify the principal elements that constitute Customer Experience Management and explore what role the Service Delivery Network plays in this context and how it can be managed more eﬀectively with

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O'Reilly, Kelley A. "Service Undone: A Grounded Theory of Strategically Constructed Silos and Their Impact on Customer-Company Interactions from the Perspective of Retail Employees." DigitalCommons@USU, 2010. https://digitalcommons.usu.edu/etd/669.

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This work elaborates the impacts of strategically constructed silos that are not byproducts of flagging cross-departmental cooperation or the cumulative effect of decades of decentralized command and control. Rather, these silos are strategically intended structures within organizations. Most significantly, the substantive theory of strategically constructed silos and their impact on customer service contributes to the field by illustrating the presence and consequence of silos occurring in suboptimal conditions. The existence of silos has implications that extend far beyond the retail area. A

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Schnorbus, Linda [Verfasser], and Edgar [Akademischer Betreuer] Kreilkamp. "Erlebnisqualität als Erfolgsfaktor für das Customer Experience Management - Am Beispiel der vom Anbieter beeinflussbaren Kontaktpunkte einer Badepauschalreise / Linda Schnorbus ; Betreuer: Edgar Kreilkamp." Lüneburg : Universitätsbibliothek der Leuphana Universität Lüneburg, 2016. http://d-nb.info/1116709155/34.

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Eriksson, Maria. "Creating customer value in commercial experiences." Licentiate thesis, Sundsvall : Mid Sweden University, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-10599.

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Layton, Cheryl Marie. "Relationship Between Hospital Size, Staff Communication, Physician Communication, and Patient Experience Scores." ScholarWorks, 2019. https://scholarworks.waldenu.edu/dissertations/7816.

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Healthcare leaders who struggle to understand the importance of interactions between patients, staff, and physicians can result in poor patient experience. Healthcare care leaders who understand the importance of patient experience can develop customer service training modules and tutorials to improve organizational outcomes. The purpose of this correlational study was to examine the relationship between staff communication, physician communication, size of the hospital, and patient experience. House's path-goal theory was used to frame the study. Secondary data were collected from hospitals i

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Flacandji, Michaël. "Du souvenir de l'expérience à la relation à l'enseigne : une exploration théorique et méthodologique dans le domaine du commerce de détail." Thesis, Dijon, 2015. http://www.theses.fr/2015DIJOE005/document.

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Notre recherche propose un enrichissement du paradigme expérientiel en s’intéressant aux conséquences de l’expérience. Nous soutenons la thèse qu’une approche par le souvenir de l’expérience peut, en partie, pallier les limites de la satisfaction pour comprendre la relation unissant le consommateur à l’enseigne. Notre revue de la littérature s’intéresse à l’articulation existant entre expérience, souvenir de l’expérience et expérience de souvenir. La conduite de deux études longitudinales permet de : [1]. conceptualiser les dimensions constitutives du souvenir de l’expérience de magasinage ; [

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Awaijan, Sara, and Elin Karlsson. "Upplevelsestrategi vid kundinteraktioner : En jämförandestudie om kundupplevelsen i kundservice på bank och elhandelsbolag." Thesis, Mälardalens högskola, Industriell ekonomi och organisation, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-49126.

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The rapid development of today’s society is accelerated with digitalization and the customers have more possibilities to compare businesses with each-other than before. The focus on Customer Experience have increased in popularity during the last decade and an increasing number of companies have begun to consider the importance of their customers, the society, and their personnel. This study explores the customer experience in two companies in different industries and how it can be expanded to increase competitiveness and the emotional value towards the customers. An energy company and a bank

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Beyer, Carrie Austin. "Optimizing shipping pricing on Dell.com on build to order notebooks to US consumers across customer experience, profitability and working capital." Thesis, Massachusetts Institute of Technology, 2017. http://hdl.handle.net/1721.1/111267.

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Thesis: M.B.A., Massachusetts Institute of Technology, Sloan School of Management, in conjunction with the Leaders for Global Operations Program at MIT, 2017.<br>Thesis: S.M., Massachusetts Institute of Technology, Department of Mechanical Engineering, in conjunction with the Leaders for Global Operations Program at MIT, 2017.<br>This electronic version was submitted by the student author. The certified thesis is available in the Institute Archives and Special Collections.<br>Cataloged from student-submitted PDF version of thesis.<br>Includes bibliographical references (page 53).<br>Current s

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Tuominen, Pasi Petteri. "Integrated marketing communications and brand tribalism in a postmodern hospitality reputation management process." Thesis, University of Hertfordshire, 2013. http://hdl.handle.net/2299/10060.

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Internet and Social Networking Services have made accessing information as easy as lifting a finger and consumer can easily ‘Google’ the cheapest airlines, find reviews and opinions online or look up the restaurant whose name was on the tip of their tongue (Sparrow et al., 2011). Organisations must focus on developing methods of reaching and servicing customers that appeal to a new generation and utilise the advantages of new media (Moutinho et al., 2011). Social networking services, (mobile) websites, location-based services, and group bargaining are among the most recent forms of brand build

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Mantellina, Nicola, and Navarro Rosendo Solvas. "Branding and consumers in the kitchen appliances industry context : An exploratory study with a focus on customer experience." Thesis, Uppsala universitet, Industriell teknik, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-393583.

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Researchers have shown that strategies focused on building long-term competitive advantage tend to be more profitable for businesses. Further, companies have traditionally put their focus on strategies and on marketing tangible attributes of products and services such as quality, price and so on to differentiate from the competitors (Mascarenhas et al, 2006). Nonetheless, researchers have studied that consumers do not put any more emphasis in those characteristics when purchasing product or services underlining the needs to put the consumer as central aspect of a firm’s strategy (Morrison &amp

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Lefranc, Elisabeth. "Le management de l'experience client : au-delà des enquêtes satisfaction, la mesure de l'expérience vécue." Phd thesis, Conservatoire national des arts et metiers - CNAM, 2013. http://tel.archives-ouvertes.fr/tel-00880325.

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L'objet de cette thèse est d'apporter une contribution à la fois théorique et opérationnelle concernant la mesure de l'expérience vécue comme élément clé d'un véritable management de l'expérience client.Partant de la pratique, la démarche prend appui sur des recherches provenant de différents champs disciplinaires : économie et gestion des services, qualité, stratégie, marketing, management de la performance et apprentissage organisationnel.Nous proposons un modèle du management de l'expérience client comportant quatre dimensions en interaction : l'expérience voulue (par les dirigeants), l'exp

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Niklas, Sandor. "Co-Creation : A platform to create more loyal and long-term customer relationships in the aviation supply industry." Thesis, Mittuniversitetet, Avdelningen för kvalitetsteknik, maskinteknik och matematik, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-31751.

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Syftet med denna studie har varit att bidra till ökad medvetenhet, förståelse och kunskap om Co-Creation. Genom att fokusera på flygindustrin som är mycket bekant för författaren är syftet med studien och forskningen att bättre förstå hur flygbolagen ser på samverkan och fördelar eller potentiella nackdelar med att använda Co-Creation för att driva ett mer integrerat samarbete mellan kunderna och leverantörer. Datainsamling har skett genom en blandad metoddesign som fångade både kvantitativ och kvalitativ data. Deltagarna i studien är alla från flygindustrin. Totalt deltog 43 studieobjekt i de

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Buendía, Matta Mercedes, Pérez Silvia Castillo, Vicente Carlos Hoyos, and Flores Luigi Moretti. "Plan de negocio para la implementación de una consultora que brinde soluciones de experiencia de cliente." Master's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2019. http://hdl.handle.net/10757/625907.

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El proyecto evalúa la factibilidad para implementar la consultora VOCX SAC que brindará servicios de mejora en experiencia de cliente en medianas y grandes empresas de Lima y Callao, de los sectores Banca y Seguros, Telecomunicaciones, Retail y Salud. El nombre de la consultora surge de la investigación realizada que identificó el mayor interés que tienen las empresas peruanas en construir u optimizar sus programas de voz del cliente, base para la gestión de la experiencia de cliente; cuya aplicación decanta en una ventaja competitiva esencial para la organización. La consultora pretende cub

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Andersson, Conny, and David Björk. "The road towards the flawless residence : A case study in process- and quality management." Thesis, KTH, Byggteknik och design, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-302512.

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This study was initiated to examine whether processes of the construction company JM ABare followed and how they can be streamlined, if the targeted goals are reached, and whenand why prescribed routines are abandoned. The study was carried out through onlinequalitative interviews with supervisors at nine examined construction projects, and withofficials within the JM AB organization.The correspondence with employees emphasized the importance of communication,experience feedback, and quality- and process control. Continuous improvement is central atJM AB, and the study shows that proactive wor

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