Relevant bibliographies by topics / Customer experience

Contents

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

Academic literature on the topic 'Customer experience'

Author: Grafiati
Published: 4 June 2021
Last updated: 25 May 2024

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Journal articles on the topic "Customer experience"

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Åkesson, Maria, Bo Edvardsson, and Bård Tronvoll. "Customer experience from a self-service system perspective." Journal of Service Management 25, no. 5 (October 14, 2014): 677–98. http://dx.doi.org/10.1108/josm-01-2013-0016.

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Purpose – A service system, including self-service technologies (SSTs), should facilitate actors’ value co-creation processes to enhance customer experiences. The purpose of this paper is to analyze how customers’ experiences – both favorable and unfavorable – are formed by identifying the underlying drivers when using SSTs in the context of a self-service-based system. The authors also analyze customers’ journeys, which occur before, during, and after their experience with a self-service-based system with SSTs. Design/methodology/approach – An exploratory, inductive study examines customers’ self-service experiences of using an SST. By undertaking 60 customer interviews, an event-based technique identified 200 favorable and unfavorable experienced events, which consist of activities and interactions identified through open coding guided by a theoretical framework. Customers’ experiences form through social norms and rules, referred to here as schemas. The authors sorted the drivers into four main categories of schemas (informational, relational, organizational, and technological) and into three categories: before, during, and after the store visit. Findings – The authors identified 13 favorable and unfavorable customer experience drivers that guide value co-creation and explain how the flow of value co-creation helps form customers’ experiences. Research limitations/implications – The results are limited to one self-service system context and therefore do not provide statistical generalizability. In addition, the examined company already focusses on customer experiences; other organizations may have different experience drivers. Practical implications – The results explain what is important when designing an SST-based service system. Besides, managers can promote the drivers in this research as advantages customers can gain by using self-service. Originality/value – This study offers original contributions by: first, classifying and analyzing 13 experience drivers in four categories grounded in customers’ schemas; and second, offering a new conceptualization that focusses on the formation of customers’ experiences during a value co-creation process – that is, the customer's journey – rather than on the outcome experience only.
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Sheen, Young Seek. "Effect of Customer Engagement on Customer Value Creation and Subjective Well-being." Asian Journal of Beauty and Cosmetology 21, no. 2 (June 29, 2023): 177–87. http://dx.doi.org/10.20402/ajbc.2022.0027.

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Purpose: This study analyzes the intermediate effect of customer value creation on the relationship between customer engagement and subjective well-being. It highlights the importance of customer engagement and interest while, validating the impact of customer's psychological happiness and satisfaction through customer value creation.Methods: Using the SPSS Ver.21.0 program as an analysis method, this study performed frequency analysis, factor analysis, reliability analysis, and three-stage mediated multi-regression. The survey included 240 customers who experienced experience and demonstration services at the cosmetics stores in Seoul and the metropolitan area from December 3 to 31, 2021. For the analysis, 232 samples were used, excluding 8 samples that were deemed unusable.Results: First, customers who experienced experience and demonstration services in cosmetics stores have a positive effect on customer value creation. Furthermore, this positive effect extends to customers' psychological well-being and satisfaction. Second, in the context of the relationship between customer information and subjective well-being, customer value creation has been demonstrated to have a partial mediating effect.Conclusion: Experience and demonstration services offer by cosmetics stores with high-quality content can enhance customer participation and encourage active customer engagement. Consequently, they contribute in, improving functional satisfaction, enjoyment and social value for customers. By efficiently achieving mutual value creation between companies and customers through leveraging such customer information, these services can function as strategic marketing tools. Moreover, they play a crucial role in completing the image improvement of companies and their cosmetic products by projecting customers' happiness on to cosmetics and services offered.
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B., Kamaladevi, and Vanitha Mani M.R. "e-Shopping Experience in e-Tail Market." International Journal of Information Systems and Social Change 5, no. 2 (April 2014): 13–24. http://dx.doi.org/10.4018/ijissc.2014040102.

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Survival of fittest and fastest is the mantra of today's business game. In the modern e-Business era, the retailer must focus on the customer's e-Tailing experience to survive in the e-World. To focus an e-Customer's experience towards e-Tailing, the retailers should understand what “e-Tailing” actually means. e-Retailing is a form of electronic commerce which allows consumers to directly buy goods or services from a seller over the Internet using a web browser. e-Tailing can be referred as e-web store, e-Shop, e-Store, Internet shop, web-shop, web-store, online store, and virtual store. On the other hand, e-Customer Experience Management is a strategy that focuses the operations and processes of an e-Business around the needs of the individual e-Customer. It represents a strategy that results in a win–win value exchange between the e-Tailer and their e-Customers. The goal of e-Customer experience management is to move customers from satisfied to loyal and then from loyal to advocate. This paper focuses on the role of macro factors influencing e-Customers to make e-Shopping and how they can shape e-Customer experiences and behaviors. As a result, e-Store information quality, e-Shopping cost, e-Store design quality, e-Privacy/security, e-Customer service and e-Delivery service quality are found as the macro factors influencing e-Customers towards e-Tailing.
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Sudiyono, Kristianus Ade, Prio Utomo, and Claudia Severesia. "Effect of Customer Experience and Customer Value Towards Customer Loyalty and Satisfaction on B2B Food and Beverage Sector." Journal of Business and Management Review 3, no. 9 (September 27, 2022): 627–40. http://dx.doi.org/10.47153/jbmr39.4552022.

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This study aims to study the effect of customer experience and value on customer loyalty and satisfaction in B2B industry which researchers limitedly discussed. The organization needs to implement customer experience management to create value for customers' purchase intention and win the market competition. One essential key to maintaining customer loyalty is good customer experience management. The elements of customer experience management consist of customer experience, customer value, and purchase intention. The research is cross-sectional quantitative research. An online survey using Google Form was carried out using the purposive sampling technique in 2021 and obtained 85 valid respondents who are corporate customers of a food and beverage manufacturing company located in Tangerang. Respondents were asked 23 closed ended on five scales Likert: strongly disagree to strongly agree. Data were analyzed using PLS-SEM (Partial Least Square – Structural Equation Model. The result shows that customer experience significantly affects customer value, loyalty, and satisfaction. Customer value significantly affects customer loyalty but is not significant to customer satisfaction. Customer experience involves the customer's response to the customer's journey. However, the nature of customer experience is quite complicated; therefore, measurement of customer satisfaction and customer loyalty is used more often. Customer value is related to the company’s product excellence, which has a long-term effect resulting in customer loyalty. Therefore, organizations need to focus on building customer experience management and long-term customer value.
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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 (January 10, 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 their operational processes. CEM would not be possible without managing employee experience because they act as an interface between the company and the customer. It is also important to gain insights regarding perceptions of customers through research, so that changes can be incorporated to improve experiences in the future. In order to achieve strategic advantage organisations need to adopt policies and strategies that promote and enhance the experience environment.
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Gao, Wei, and Hua Fan. "Omni-Channel Customer Experience (In)Consistency and Service Success: A Study Based on Polynomial Regression Analysis." Journal of Theoretical and Applied Electronic Commerce Research 16, no. 6 (July 25, 2021): 1997–2013. http://dx.doi.org/10.3390/jtaer16060112.

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Drawing on expectation disconfirmation theory, this study explores the dyadic nature of omni-channel consistency on customer experience. Specifically, we propose a conceptual model that focuses on a brand’s offline channel customer experience relative to that of its online channel, and test the influences of customer experience (in)consistency on customer satisfaction, which then improves repurchase intention and word-of-mouth. The results of polynomial regressions on 265 survey respondents indicate that given omni-channel customer experience inconsistency, customers prefer consistent online and offline experiences. For omni-channel consistency at lower levels of customer experience quality, customers prefer consistency at higher levels of quality. For omni-channel inconsistency where offline customer experience quality is lower than that online, customers prefer omni-channel inconsistency, where offline customer experience quality is higher than that online. These findings produce not only theoretical contributions but also insightful suggestions for how customer experience can be taken into consideration in the promotion of a brand’s omni-channel service success.
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Pasaribu, Romindo M., Juara Simanjuntak, Juliansen Purba, Robi Sembiring, and Vinsensius Matondang. "Stimulus Organism Response Perspective on Understanding Gen Z's Loyalty in Shopping on the TikTok Shop." Jurnal Ilmiah Manajemen dan Bisnis 8, no. 2 (December 25, 2023): 151–65. http://dx.doi.org/10.38043/jimb.v8i2.4621.

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This study aims to identify and analyze the direct effect of integration channels on customer affective and cognitive experiences and customer loyalty, as well as an indirect relationship where affective and cognitive experiences mediate between integration channels and customer loyalty Gen Z. This research is quantitative. The population used was Generation Z in Medan City with a sample size of 253 respondents. Sampling was carried out using a non-probability sampling approach using purposive sampling. The results of this study are product integration and price and transactions have a significant effect on customer experience both affectively and cognitively. Integration of promotions and access to information does not significantly affect the customer's experience effectively and cognitively. Customer service integration significantly affects cognitive customer experience but does not affect effective customer experience. The integration of customer service fulfillment has a significant effect on the customer's affective experience and does not affect the cognitive customer experience. Meanwhile, affective and cognitive customer experiences significantly affect Gen Z customer loyalty. In an indirect relationship, affective and cognitive customer experiences can mediate between promotion integration and access to information on customer loyalty. Affective experience cannot mediate between customer service integration on Gen Z loyalty while cognitive customer experience can mediate. Cognitive customer experience cannot mediate between integration of order fulfillment and loyalty, while affective experience can mediate. This research contributes to the omnichannel marketing literature by providing new insights into the importance of affective and cognitive customer experiences in omnichannel shopping.
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Sultan, Abdullah. "Identifying brand touchpoints to increase switching costs in the banking industry." International Journal of Bank Marketing 38, no. 3 (December 9, 2019): 718–36. http://dx.doi.org/10.1108/ijbm-07-2019-0255.

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Purpose The purpose of this paper is to study the effect of staged customer experiences on customer switching costs in the banking industry. Design/methodology/approach Brand touchpoints in the banking industry are identified by exploratory research using focus group sessions with bank customers and staff and refined by exploratory factor analysis using an independent sample of bank customers to form the staged customer experience construct. The proposed research model is then validated by confirmatory factor analysis with an independent sample using structural equation modeling. Findings Customer experience in the banking industry consists of four related but distinct stages (i.e. pre-touch, in-touch, post-touch and service failure). The first three stages have direct and indirect effects on switching costs that are partially mediated by relationship quality. Research limitations/implications Customer experience is an industry-specific construct with complicated effects on switching costs. Thus, the staged customer experience construct should be examined in different industries and applications to understand its implications. Practical implications Bank customers demand experiences that achieve desirable results in everyday situations and switch to other service providers easily if this demand is not met. Banks should focus on brand touchpoints that are both important to customers and increase switching costs to keep customers from defecting. Originality/value This research expands upon findings in the customer experience literature by exploring factors that link staged customer experiences with switching costs in the banking industry. In addition, a paradox is identified in the staged customer experience model that requires managers’ attention in order to design an effective customer experience strategy.
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Sukmawan, Rio, and Zulganef Zulganef. "The Influence Of Insurance Service Reputation, Customer Relationship Management, And Price Attractiveness On Insurance Service Customer Customer Experience: A Literature Review." International Journal of Business, Economics, and Social Development 4, no. 1 (February 2, 2023): 32–37. http://dx.doi.org/10.46336/ijbesd.v4i1.366.

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In the service industry, a positive company reputation will influence customers' decisions to choose that business for their insurance needs. This reputation is systematically built by upholding the importance of responsibility and engaging in open dialogue with clients to foster a sense of client loyalty to insurance services. Customer loyalty is significantly influenced by customer relationship management. The most crucial thing for management to do is to uphold trust and service standards so that clients are satisfied with the products and services the business offers. Price is not only significant to customer service but also a key indicator of service quality. Client experience can influence a customer's trust in a company. The purpose of this literature review is to provide an overview of previous research on the impact of insurance service reputation, customer relationship management, and price attractiveness on insurance service customers' experiences. The method used is a literature review, which is a study that collects, comprehends, analyzes, and then concludes national and international journals. The findings of this literature review show that there is a relationship between customer loyalty and customer experience and the reputation of insurance services. Additionally, there is a relationship between customer relationship management and price attractiveness on customer loyalty and customer experience.
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Samsa, Caglar. "The Mediating Role of Firm Prestige in the Relationship between Perceived Quality and Behaviour Intention in Customer Cafeteria Experiences." Marketing and Management of Innovations 14, no. 2 (2023): 87–100. http://dx.doi.org/10.21272/mmi.2023.2-09.

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Customer experience is viewed from different perspectives as an economic, marketing, management, and competitive strategy. Regardless of the perspective, customer experience is a business strategy and a critical concept that plays a key role in firm success in the 21st century. In recent years, there has been an increasing focus on customer experience as a way for companies to differentiate themselves and build strong relationships with their customers. This approach is based on the idea that companies can build emotional bonds with their customers by providing memorable and positive experiences, leading to greater loyalty, repeat business and positive word-of-mouth. To create these experiences, companies adopt a customer-centric approach that involves understanding their customers’ needs, preferences and behaviours and using this information to design and deliver experiences that exceed their expectations. This approach requires moving away from traditional product-centric or sales-oriented strategies and instead places the customer at the centre of the company’s operations and decision-making processes. From a customer-centric perspective, meeting customer expectations in customer experiences is very important in shaping customer perceptions, attitudes and behaviours. From an experience-based perspective, a study was designed by taking into account the expectancy-affirmation theory, which is a psychological model that explains how customers evaluate their satisfaction with a product or service based on their expectations and perceptions of the experience, and a psychological theory that predicts that meeting customers’ expectations from their experiences may lead to a change in customer behaviour. The study examined the mediating role of firm prestige in the relationship between the perceived quality of customer experiences and customer behaviour intention. For this purpose, data were collected from 230 participants who had cafeteria experience through a questionnaire. The collected data were increased to 5000 by bootstrapping (derivative sampling) through the PLS-SEM algorithm. The study found that store prestige partially mediated the relationship between perceived experience quality and behavioural intention (customer satisfaction/loyalty) but did not mediate the relationship between food quality and behavioural intention (customer satisfaction/loyalty). The study also found that store prestige mediated the relationship between atmosphere quality and service quality, and behavioural intention (customer satisfaction/loyalty). Subsequently, cafeteria management policies should prioritise atmosphere and service quality. These factors directly impact the store’s prestige, leading to customer satisfaction and loyalty.
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Dissertations / Theses on the topic "Customer experience"

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Mäkinen, H. (Heidi). "Customer experience in online environments." Master's thesis, University of Oulu, 2018. http://urn.fi/URN:NBN:fi:oulu-201806062491.

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Thus far the existing literature regarding customer experience has not examined the concept considering the influence of different online environments. However, this research gap has been addressed from all quarters. Given the ongoing shift from online environments enabled by stationary desktop devices to mobile online environments, it is important to gain understanding about the dynamics between the customer experience and these aforementioned online environments, that are selected under examination in this study. The aim of the study is to strengthen understanding of customer experience in the context of online environments. This study enhances extant knowledge from consumers viewpoint in an international setting by concerning the core components of online customer experience based on the conceptualization of Trevinal & Stenger (2014). This Master’s thesis carries out a study particularly focusing on the target group of young women. Following the principles of exploratory qualitative research, the empirical data was collected in semi-structured interviews with seventeen Finnish and Russian citizens, who on a frequent basis utilise the environments under examination. Data analysis was conducted by means of template analysis. This study makes a general remark that consumers continuously strive for optimising their experience online. The findings outline that the most optimal customer experience online develops in a situational manner, where the attributes of online environments and the components that form the experience, in addition to the cultural influences, have a significant effect on the ultimate customer experience online. As for culture influencing the experience, the results outline that values such as trust and privacy have a great impact on the experience when comparing different nationalities. Managers responsible for designing the winning online customer experience should be aware of the influence of different online environments in addition to culture. The results of this study offer useful information about consumer behaviour and explain why consumers choose certain environments to accomplish their tasks online. This study contributes the literature by providing empirical evidence regarding the key components of customer experience online along with outlining the influence of different online environments. For future research, there is a need for continuing the exploration as consumers adopt more and more recent technologies to enhance their experiences online.
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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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Verbauskienė, Lina. "Effect of customer experience on satisfaction and intentions of hospitality customers." Doctoral thesis, Lithuanian Academic Libraries Network (LABT), 2014. http://vddb.library.lt/obj/LT-eLABa-0001:E.02~2014~D_20141222_102513-16573.

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The analysis of the concept of customer experience, the types and peculiarities of customer experience, the concepts of experience and experiential marketing, the meaning and differences between these two concepts, the main aspects and peculiarities of these concepts are presented in the theoretical part of the thesis. This part of the paper also focuses on the explanation of the concept of hospitality and the composition of the sector of hospitality services. The peculiarities of hospitality customers, their experiences and application of experience marketing in the sector of hospitality are also explained in the theoretical section. The theoretical modelling of the effect of hospitality customers on customer satisfaction and intentions was made after the analysis of all the concepts mentioned. In order to reason the methodology of future research, the second part of the paper presents the empirical studies performed by other scientists. The methodological reasoning of research, instruments, logical structure of research and description of research process are described in the second part of the thesis. The third part of the paper presents research results and their interpretations regarding the effect of customer experience on satisfaction and intentions of hospitality customers based on experience marketing. Research results permits to confirm the hypotheses of the research and show the strength and relationships between variables researched. Having considered research... [to full text]
Teorinėje disertacijos darbo dalyje išnagrinėta vartotojų patirties sąvoka, išanalizuoti vartotojų patirties tipai, pateikiant jų sampratas ir ypatumus, pateikta patirties ir patyriminio marketingo sąvokos, išsiaiškinta šių sąvokų prasmė ir skirtumai, bei pateikiami pagrindiniai šios koncepcijos aspektai ir ypatumai. Išanalizuota svetingumo samprata bei apibrėžta svetingumo paslaugų sektoriaus sudėtis. Pateikti svetingumo paslaugų vartotojų ir jų patirčių bei patirties marketingo taikymo ypatumai šiame sektoriuje. Atlikus šių koncepcijų analizę, atliktas svetingumo paslaugų vartotojų patirties poveikio vartotojų pasitenkinimui ir ketinimams teorinis modeliavimas. Antrojoje darbo dalyje, norint pagrįsti būsimo tyrimo metodologiją, aptarti kitų mokslininkų atlikti empiriniai tyrimai. Pateikiamas metodologinis tyrimo pagrindimas, instrumentarijai, loginė tyrimo struktūra ir tyrimo proceso aprašymas. Trečiojoje darbo dalyje yra pateikiami vartotojų patirties poveikio svetingumo paslaugų vartotojų pasitenkinimui ir ketinimams patirties marketingo pagrindu tyrimo rezultatai ir jų interpretacijos. Tyrimo rezultatai parodė darbe keliamų hipotezių patvirtinimą bei stiprumą ir ryšius tarp tiriamų kintamųjų. Gavus tyrimo rezultatus, atskiriems svetingumo paslaugų sektoriams yra pateikiamos rekomendacijos, kaip vertinti ir valdyti skirtingas vartotojų patirtis.
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Anaman, Michael. "Toward a model of customer experience." Thesis, Brunel University, 2010. http://bura.brunel.ac.uk/handle/2438/5685.

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Retaining high-value and profitable customers is a major strategic objective for many companies. In mature mobile phone markets where growth has slowed, the defection of customers from one network to another has intensified and is strongly fuelled by poor Customer Experience. Trends in the service economy suggest that experience can be exploited as a means of supplying the basis of a new economic offering, ignited in part by the shift that is taking place in the analysis of people’s interaction with digital products. In this light, the research describes a strategic approach to the use of Information Systems as a means of improving Customer Experience. Using Action Research in a mobile telecommunications operator, a Customer Experience Monitoring and Action Response model (CEMAR) is developed that evaluates disparate customer data, residing across many systems, builds experience profiles and suggests appropriate contextual actions where experience is poor. The model provides value in identifying issues, understanding them in the context of the overall Customer Experience (over time) and dealing with them appropriately. The novelty of the approach is the synthesis of data analysis with an enhanced understanding of Customer Experience which is developed implicitly, in real-time and in advance of any instigation by the customer.
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Manente, Marco <1993&gt. "Creating the customer experience in luxury." Master's Degree Thesis, Università Ca' Foscari Venezia, 2021. http://hdl.handle.net/10579/18587.

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In this dissertation, the main aim is to create the customer experience in the luxury sector through the description of the theoretical and practical frameworks of experience and successively comparing them in the luxury world. The first part will concern the proposed definitions and conceptual models useful to implement experience. Following the first part dedicated to experience only, its peculiar aspects in the luxury context will be explained in the second part. In the third and last part, a qualitative analysis about different case studies in different luxury industries will be developed through a series of interviews. The aim will be to understand how luxury brands take decisions about to create the experience with respect to key moderators of customers and to dynamics external to the company such as industry, environmental or context variables, in particular focusing on the current COVID-19 pandemic and the possible future developments.
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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-making criteria, but also that emotional consideration plays a part in the buying process. Additionally, during recent years the Office Space Interior Solutions (OSIS) companies have gone through the development from selling simple furniture to offering activity-based environments as well as using a profile as design companies.                                                                                             Purpose: The aim of this thesis is to create an understanding regarding how the phenomena of CEM is implemented within the B2B industry, more specifically Swedish OSIS companies within the regions of Småland and Västra Götaland.                                                                                            Method: Through semi-structured interviews with four case companies that all are operating within the OSIS industry, qualitative data has been collected and analysed through a thematic analysis approach. The answers have later been revised through a conceptual framework that has been identified through a review of existing literature concerning CEM.   Result: The findings suggested that OSIS companies do practice all the dimensions identified in the conceptual framework regarding customer experience and experience value. However, implementing the dimensions as a holistic experience design did not seem to be practiced by the companies. Finally, by providing a customer experience, OSIS companies are able to influence the purchase intentions, establish relationships and generate WOM which in turn can attract and retain customers.
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Nyberg, Emma, and Mathias Soini. "Experiential Marketing and Customer Experience - How apparel stores build customer experience and interaction using in-store touchpoints." Thesis, Högskolan i Jönköping, Internationella Handelshögskolan, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-35648.

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Abstract Purpose:The purpose of this study is to explore in-store touchpoints that help creating a positive customer experience in apparel stores. The aim of this thesis is to provide further insight that may be used for implementation of experiential marketing in stores.   Problem:As e-commerce channels are gaining more customers to the detriment of brick and mortar stores, the authors of this thesis believe it is relevant to study what apparel stores can do to enhance their customer experience. There is substantial research done on customer experience but not as much on the combination of touchpoints in-store and how that connects to customer experience. This literature gap forms the problem discussion and the research question the thesis strives to explore.   Method:An exploratory strategy with a combination of deductive and inductive research approach has been applied for the study. Through secondary data and literature search the authors explored the field of experience and in-store touchpoint elements contributing to customer experience and interaction. Further, a qualitative approach was used to form case studies on three companies; Firstly, Qmatic a global leader in helping companies seamlessly integrate online and offline touchpoints, through pioneering software and hardware systems. Secondly, the women’s fashion brand NA-KD, having sold clothes to more than 150 countries in less than two years. Thirdly, Partners, a traditional family-owned brick and mortar store selling apparel to gentlemen.   Findings and Conclusion:The analysed empirical findings present that apparel stores work differently with touchpoints depending on who their customer is. Based on the three case studies, the authors conclude that “employee and customer interaction” is the most prominent touchpoint connected with in-store environment. This element can be reinforced by other touchpoints customized for specific brands and stores, which also plays a big role for the customer experience and interaction.
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Kong, Xiangyu. "Exploring online customer experience : website features, customer activities and repurchase intentions." Thesis, University of Warwick, 2011. http://wrap.warwick.ac.uk/46789/.

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The purpose of this research is to provide a better understanding of customer experience as to how it could be used to contribute to experience-based design in the context of online retail services. The review of literature suggested that a good customer experience may bring various benefits to service organisations. However, many of the existing studies appear to be focused on traditional face-to-face services rather than e-services. Moreover, although it is proposed that services should be designed based on the customer experience, little literature was available to suggest how it could be done. This research studied three key areas in the online retail service context, the features offered on retail websites, the activities performed by customers, and the customers’ perceived influences of each feature on their experience and repurchase intention. Each of these areas was investigated by an individual study using different data collection methods and data sources. Study 1 investigated the retail website features by analysing 60 retail websites. Study 2 enquired the online customer activities by interviewing 52 university students. Study 3 researched each retail website feature’s perceived influences on customer experience and repurchase intention by surveying 1680 university students and 233 customers of an online retailer. The studies identified twenty retail website features (e.g. search box, filter, and express checkout), four online customer activities (i.e. Search, Compare, Checkout, and Enquiry), and provided evidence which demonstrated a correlation between customer experience and repurchase intention. By performing a Principle Component Analysis on data collected in Study 3, it was found that some of the retail website features appear to influence customer experience (and repurchase intention) in similar ways. In order to identify the similarities of the features with similar influences, analysis was undertaken by linking retail website features with their associated online customer activities. The result suggested that there are four types of retail website features that appear to influence customer experience (and repurchase intention) differently: i.e. optional automatic features (e.g. enable customers to choose whether or not to save addresses and payment details for future use), non-optional automatic (e.g. automatically suggest alternative or additional products), optional non-automatic features (e.g. enable customers to browse categories), and features involve real person interaction (e.g. enable customers to chat with customer service agent on the website). Although all the four types of features appear to have positive influences on customer experience (and repurchase intention), it seems that the optional non-automatic features have the most positive influences, and the features involves real person interaction have the least positive influences. However, the result showed that there are no clear differences between the influences on customer experience of the optional automatic features and the non-optional automatic features. This research has provided a new perspective on e-services. It suggested that there are different types of service features that tend to influence customer experience (and repurchase intention) in different ways. It implies that e-services could be more effectively designed by focusing on the features offered on retail websites, in particular by offering optional non-automatic features.
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Pettersson, John. "Unifying the offline and online customer experience : An exploratory study of omni channel customer experience in furniture retail industry in Sweden." Thesis, KTH, Skolan för datavetenskap och kommunikation (CSC), 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-171040.

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This study attempts to identify possibilities for creating a unified offline and online customer experience across communication channels in a retail company. With the current technological development and the trend of customers shifting more to the online channel, the customers also expect more from this communication channel. Within the online channel a development into an omni- channel (unified experience across channels) approach is leading to new possibilities, and keeping up with the development will support companies to keep their competitive advantage. The study reviews a case (Mio) with an offline channel represented by several large scale retail stores in Sweden, and also providing an online channel as a website meant to complement the stores. The study reviews previous literature in the field of customer experience both online and offline, omni channel retailing, and marketing. This is the foundation, together with a benchmark case (comparison case), and a survey to gain further insight and widen the knowledge. The results indicates that there are specific features which could contribute to a more positive and seamless experience across channels for the customer. These are information availability, quality and consistency across channels. As well as, functionality for purchases, order handling and tracking, and interactive customer service online. This could preferentially be fused in one place as a customers personal profile, allowing for a portal with everything the customer needs during all phases of the shopping experience. These findings provide insight into how the online channel could be used to better complement the offline channel, working synergistically. Future research is needed to validate these initial findings.
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Palm, Sofia, and Rasmus Lundborg. "The Customer Experience in Online Product Communities." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-16064.

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Syfte: Syftet med denna studie är att undersöka hur kundens upplevelse formas i kontexten online product community, utifrån ett multidimensionellt perspektiv på kundupplevelsen.   Metod: Med bakgrund mot studiens syfte var det passande att använda en kvalitativ metod. Detta fenomen studerades genom en flerfallsstudie som den övergripande undersökningsdesignen.  Semi-strukturerade intervjuer har genomförts med respondenter från tre olika online product communities. Materialet har sedan analyserat genom en abduktiv analysmetod som är inspirerad av grounded theory.   Resultat & slutsats: Studien visar att kundupplevelsen för medlemmar i online product communities främst formas av den pragmatiska dimensionen, innehåll och funktionalitet är därmed centralt. Resultatet tyder även på att det finns två grupper av användare i dessa communities. Den ena gruppen är mer passiv och pragmatiskt inriktad medan den andra är mer aktiv och nöjesinriktad.   Förslag till vidare forskning: Då denna studie bygger på intervjuer med medlemmar i online product communities som både kan ses som aktiva och passiva medlemmar kan det vara av intresse att i framtiden studera hur de mest aktiva medlemmar upplever att delta i denna kontext, då det är denna kärna som genererar det största innehållet.   Uppsatsens bidrag: Denna studie sammanför den tidigare forskningen om kundupplevelse och senare forskning om kundupplevelse i online communities för att skapa en förklarande modell. Modellen beskriver vilka dimension som formar kundupplevelsen i denna kontext och testas sedan i tre case. Studien bidrar till en ökad förståelse för skillnaden mellan pragmatiska och mer nöjesinriktade användare.   Nyckelord: Customer experience, experiental marketing, online product communities.
Purpose of Study: The aim of this study is to examine how the customer experience is shaped in the context online product community, based on a multi-dimensional perspective on customer experience.   Method: Due to the purpose of the study qualitative methods were chosen. This phenomenon was studied by a multi-case study as the overall study design. Semi-structured interviews were conducted with respondents from three different online product communities. The material was then analyzed by an abductive method of analysis which is inspired by grounded theory.   Results & conclusion: The study shows that the customer experience for members of online product communities primarily is shaped by the pragmatic dimension, content and functionality is thus essential. The results also suggest that there are two groups of users in these communities. One of the groups is more passive and pragmatic, while the other one is more active and entertainment-oriented.   Suggestions for further research: Since this study is based on interviews with members of online product communities which can be seen as active and passive members it may be of interest in future research to study the most active members experiences in this context, because it is this core group that generates the largest content.   Contribution of the thesis: This study brings together previous research on customer experience and recent research on customer experience in online communities to create an explanatory model. The model describes the dimensions that shape the customer experience in this context and is then tested in three cases. The study contributes to a better understanding of the difference between pragmatic and more entertainment-oriented users.   Key Words: Customer experience, experiental marketing, online product communities.
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Books on the topic "Customer experience"

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Shaw, Colin, Qaalfa Dibeehi, and Steven Walden. Customer Experience. London: Palgrave Macmillan UK, 2010. http://dx.doi.org/10.1057/9780230291775.

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Bruhn, Manfred, and Karsten Hadwich, eds. Customer Experience. Wiesbaden: Gabler Verlag, 2012. http://dx.doi.org/10.1007/978-3-8349-4001-8.

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Suwelack, Thomas. Toolbox Customer Experience. Wiesbaden: Springer Fachmedien Wiesbaden, 2020. http://dx.doi.org/10.1007/978-3-658-30698-4.

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Klaus, Philipp. Measuring Customer Experience. London: Palgrave Macmillan UK, 2015. http://dx.doi.org/10.1057/9781137375469.

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Robra-Bissantz, Susanne, and Christoph Lattemann, eds. Digital Customer Experience. Wiesbaden: Springer Fachmedien Wiesbaden, 2019. http://dx.doi.org/10.1007/978-3-658-22542-1.

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

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Joe, Wheeler, ed. Managing the customer experience: Turning customers into advocates. London: Financial Times Prentice Hall, 2002.

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Shaw, Colin. Revolutionize Your Customer Experience. London: Palgrave Macmillan UK, 2005. http://dx.doi.org/10.1057/9780230513457.

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Lafrenière, Daniel. Delivering Fantastic Customer Experience. New York, NY : Routledge, 2020.: Productivity Press, 2019. http://dx.doi.org/10.4324/9780429328091.

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Aliekperov, Adyl. The Customer Experience Model. New York, NY: Routledge, 2021. | Series: Routledge focus on business and management: Routledge, 2020. http://dx.doi.org/10.4324/9781003053521.

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Book chapters on the topic "Customer experience"

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Addis, Michela. "Customer experience." In Engaging Brands, 31–53. New York : Routledge, 2020.: Routledge, 2020. http://dx.doi.org/10.4324/9780429504266-2.

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Jones, Morgan L., Drew Butler, and Gerhard Plenert. "Customer Experience." In Transform BEHAVIORS, Transform RESULTS!, 147–72. New York: Productivity Press, 2022. http://dx.doi.org/10.4324/9781003224747-7.

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Marvi, Reza, Dongmei Zha, and Pantea Foroudi. "Customer Experience." In Corporate Branding in Logistics and Transportation, 42–54. London: Routledge, 2024. http://dx.doi.org/10.4324/9781003356882-5.

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Bruhn, Manfred, and Karsten Hadwich. "Customer Experience – Eine Einführung in die theoretischen und praktischen Problemstellungen." In Customer Experience, 3–36. Wiesbaden: Gabler Verlag, 2012. http://dx.doi.org/10.1007/978-3-8349-4001-8_1.

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Drengner, Jan, and Steffen Jahn. "Konsumerlebnisse im Dienstleistungssektor – Die Konzeptualisierung des Erlebniskonstrukts am Beispiel kollektiv-hedonistischer Dienstleistungen." In Customer Experience, 227–50. Wiesbaden: Gabler Verlag, 2012. http://dx.doi.org/10.1007/978-3-8349-4001-8_10.

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Kirchgeorg, Manfred, and Beatrice Ermer. "Wahrnehmungswirkung von Messeständen als temporären Markenerlebniswelten." In Customer Experience, 251–72. Wiesbaden: Gabler Verlag, 2012. http://dx.doi.org/10.1007/978-3-8349-4001-8_11.

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Schwertfeger, Marko, and Anja Geigenmüller. "Der Einfluss des Shopping Value auf die differenzierende Wirkung von Einkaufserlebnissen – Eine empirische Analyse." In Customer Experience, 273–92. Wiesbaden: Gabler Verlag, 2012. http://dx.doi.org/10.1007/978-3-8349-4001-8_12.

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Kirchgeorg, Manfred, Christian Springer, and Beatrice Ermer. "Brand Lands – Inszenierung begehbarer Erlebniswelten für den Kunden." In Customer Experience, 295–316. Wiesbaden: Gabler Verlag, 2012. http://dx.doi.org/10.1007/978-3-8349-4001-8_13.

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Nguyen, Pascal, and Nadja Pupillo. "Branded Moments – Vom zufälligen Kundenerlebnis zur aktiven Gestaltung von Wow-Momenten in der Kundeninteraktion bei Vodafone Deutschland." In Customer Experience, 317–30. Wiesbaden: Gabler Verlag, 2012. http://dx.doi.org/10.1007/978-3-8349-4001-8_14.

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Wiedmann, Klaus-Peter, Nadine Hennigs, and Christiane Klarmann. "Multisensuale Gestaltungsansätze des Customer Experience Managements im Dienstleistungsmarketing." In Customer Experience, 331–46. Wiesbaden: Gabler Verlag, 2012. http://dx.doi.org/10.1007/978-3-8349-4001-8_15.

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Conference papers on the topic "Customer experience"

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Rusu, Virginica, Cristian Rusu, Federico Botella, and Daniela Quiñones. "Customer eXperience." In Interacción 2018: XIX International Conference on Human Computer Interaction. New York, NY, USA: ACM, 2018. http://dx.doi.org/10.1145/3233824.3233848.

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Digmayer, Claas, Nina Rußkamp, and Eva-Maria Jakobs. "The Customer Experience of Energy Services." In 14th International Conference on Applied Human Factors and Ergonomics (AHFE 2023). AHFE International, 2023. http://dx.doi.org/10.54941/ahfe1003780.

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Climate protection and the limited availability of conventional energy sources have led to efforts to facilitate a transition to renewable sources. This trend also changes the way in which electricity is consumed and distributed: Recently, end-users have taken an increasingly active role in the electrical power system that enables a collective form of energy self-consumption and sharing - so-called ‘energy communities’ [1]. In these communities, energy is generated with solar or wind technologies and distributed between members using local grids and community battery storages.The diffusion of energy communities on a large scale could provide advantages such as increasing customers’ electricity savings, electricity suppliers' sales, and grid operators' revenues due to reduced grid tariffs for inner-community electricity transfer [2]. A barrier to a large-scale rollout is the fact that energy often remains invisible to most citizens and is merely perceived in terms of ‘energy services’ ("[…] functions performed using energy which are means to obtain or facilitate desired end services or states" [3]). This focus on energy services can give rise to a wide range of information needs but also to different attitudes in the evaluation of energy communities from the perspective of potential customers. Therefore, it is necessary to analyze whether companies address such requirements in order to establish a positive customer experience.In this study, the topic is operationalized through three research questions:Communication from the company's point of view: How are energy communities advertised by companies that support customers in implementing them? Information needs from the customer's perspective: What do potential customers want to know about energy communities?The questions are examined in a comparative analysis based on text mining methods. For this purpose, data were collected from two types of sources: Comments from social media addressing energy communities and promotional in which companies communicate energy communities to potential customers. Both data sets were analyzed with regard to the research questions.The results show a mismatch between what customers want to know about energy communities and what companies communicate about such forms of energy production and distribution. In particular, risks perceived by potential customers (such as concerns about the equitable distribution of energy) are hardly addressed. By resolving such mismatches, the diffusion of energy communities could be accelerated. The results are discussed in terms of possible measures to enhance the customer experience.References[1] Iazzolino, G./Sorrentino, N./Menniti, D./Pinnarelli, A./De Carolis, M./ Mendicino, L. (2022). Energy communities and key features emerged from business models review.Energy Policy, 165. https://doi.org/10.1016/j.enpol.2022.112929.[2] Fina, B./Monsberger, C./Auer, H. (2022). A framework to estimate the large-scale impacts of energy community roll-out. Heliyon, 8 (7). https://doi.org/10.1016/j.heliyon.2022.e09905.[3] Fell, M. J. (2017). Energy services: A conceptual review. Energy Research & Social Science, 27, 129–140. https://doi.org/10.1016/j.erss.2017.02.010
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Nagasawa, Shinya, and Yusuke Irisawa. "Brand Design based on Kansei Product Development: Integration among Customer Experience, Kansei Value, and Emotional Design." In 14th International Conference on Applied Human Factors and Ergonomics (AHFE 2023). AHFE International, 2023. http://dx.doi.org/10.54941/ahfe1003252.

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In this study, we have summarized the theories about the customer experience and have discussed the central position of the theories and the relationship between the theories. In addition, we attempted an analysis of two cases one involving a movie and the other a car. On the basis of this discussion and case analysis, the products and services in which the concept of emotional design is applied can be positioned as customer stimuli (i.e. stimuli of consumption behavior), by which the customer experience is created through Kansei information processing. We have also verified the fact that this process is experienced by the customer.In terms of customer experience, which is difficult to manipulate and control, first, the customer’s experience can be targeted by asking the question, “What kind of experience do you want customers to have?”, and the products and services can be designed by a process in a direction opposite to that discussed in this study. This can be seen as a new product design methodology, which we define as “Customer Experiential Design” and which makes this study unique.In conclusion, we have considered and analyzed the process of design of products and services by focusing on the customer experience. The experience of customers, which is difficult to manipulate and control, has been clarified, and it is possible to implement product design in such a way as to realize the experience of the assumed customer. In addition, in this study, we have made suggestions about product design and the design process, focusing on the customer experience itself, as well as the related research and business.
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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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Zapater, Sergi. "The Customer Experience Case." In DEBS '17: The 11th ACM International Conference on Distributed and Event-based Systems. New York, NY, USA: ACM, 2017. http://dx.doi.org/10.1145/3093742.3098278.

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Chauhan, J. "CellStream - pilot customer experience." In Sixth IEE Conference on Telecommunications. IEE, 1998. http://dx.doi.org/10.1049/cp:19980003.

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Naumenkova, Svitlana, and Volodymyr Mishchenko. "PERSONALISED DIGITAL CUSTOMER EXPERIENCE." In Innovation and investment mechanisms for the development of international relations and market economy. Publishing House “Baltija Publishing”, 2024. http://dx.doi.org/10.30525/978-9934-26-417-7-29.

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Holkkola, Matilda, Tiina Paananen, Lauri Frank, Tiina Kemppainen, and Markus Makkonen. "How Do QR Codes Enhance Customer Experience? Omnichannel Customer Experiences in a Brick-and-Mortar Fashion Store." In 36th Bled eConference – Digital Economy and Society: The Balancing Act for Digital Innovation in Times of Instability. University of Maribor Press, 2023. http://dx.doi.org/10.18690/um.fov.6.2023.20.

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In this qualitative study, we investigate how customers perceive QR codes enhancing their customer experience (CX) in the brick-and-mortar (B&M) store environment. Introducing QR codes to B&M stores is a part of the larger phenomenon of retailers creating omnichannel CXs by utilizing digital and cyber-physical elements in B&M stores. To collect data from real customers’ CXs, we displayed QR codes in a Finnish fashion brand’s B&M store and interviewed customers who had authentically visited the store. The QR codes displayed in the store were linked to a product information page on the brand’s online store, a brand ambassador’s Instagram posts, and an online survey. The data consist of 15 individual semi-structured thematic interviews of customers aged under 50 years. By conducting qualitative content analysis, we found six main advantages (i.e., interestingness, informativeness, usability, attractiveness, interaction, and innovativeness) and 14 subgroups of QR codes’ advantages in enhancing the CX.
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Gras, Felix, Pascal Ravesteijn, Marlies van Steenbergen, and Roland Bijvank. "Business Customer eXperience Alignment Framework: Improving Customer Satisfaction." In 31st Bled eConference: Digital Transformation – From Connecting Things to Transforming Our Lives, June 17 – 20, 2018, Bled, Slovenia. Univerzitetna založba Univerze v Mariboru / University of Maribor Press, 2018. http://dx.doi.org/10.18690/978-961-286-170-4.25.

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You, Hanmin. "Development of Classification of Customer Complaints Using Deep Learning." In WCX SAE World Congress Experience. 400 Commonwealth Drive, Warrendale, PA, United States: SAE International, 2024. http://dx.doi.org/10.4271/2024-01-2789.

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<div class="section abstract"><div class="htmlview paragraph">In recent years, the automotive industry has been making efforts to develop vehicles that satisfy customers’ emotions rather than malfunctions by improving the durability of vehicles. The durability and reliability of vehicles sold in the U.S. can be determined through the VDS (Vehicle Dependability Study) published by JD Power. The VDS is index which is the number of complaints per 100 units released by J.D. POWER in every year. It investigates customers who have used it for 3 years after purchasing a new car and consists of 177 specific problems grouped into 8 categories such as PT, ACEN, FCD, Exterior. The VDS-4 has been strengthened since the introduction of the new evaluation system VDS-5 in 2015. In order to improve the VDS index, it is important to gather various customer complaints such as internet data, warranty data, Enprecis data and clarify the problem and cause. Enprecis data is survey of customer complaints by on-line in terms of VDS. In the case of warranty and Enpreics data, it is easy to analyze because it is already categorized, but internet data is difficult to classify because it is unstructured data collected randomly at various internet sites, and the amount of data is big. In this paper, we developed classification technology for internet data using deep learning method such as TF-IDF and Word2Vec. This technology automatically classifies 8 categories and extract keywords of each category even if you don’t read the articles.</div></div>
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Reports on the topic "Customer experience"

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Aldrich, Susan. ResponseTek’s Customer Experience. Boston, MA: Patricia Seybold Group, February 2002. http://dx.doi.org/10.1571/pr2-15-02cc.

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Michelson, Brenda. Integration and Customer Experience. Boston, MA: Patricia Seybold Group, March 2005. http://dx.doi.org/10.1571/bda3-31-05cc.

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Marshak, Ronni. A Customer Experience Journey. Boston, MA: Patricia Seybold Group, October 2006. http://dx.doi.org/10.1571/cx10-05-06cc.

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Seybold, Patricia. Customer Portals: Central to Your Customer Experience Strategy. Boston, MA: Patricia Seybold Group, January 2005. http://dx.doi.org/10.1571/psgp1-27-05cc.

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Aldrich, Susan. Establishing Customer Experience Metrics Using Customer Scenario Maps. Boston, MA: Patricia Seybold Group, June 2005. http://dx.doi.org/10.1571/fw5-3-01cc.

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Seybold, Patricia. Meeting the Customer Experience Challenge. Boston, MA: Patricia Seybold Group, November 2005. http://dx.doi.org/10.1571/me11-3-05cc.

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Seybold, Patricia. Identifying Operational Customer Experience Metrics. Boston, MA: Patricia Seybold Group, August 2005. http://dx.doi.org/10.1571/me8-4-05cc.

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Marshak, Ronni. End-to-End Customer Experience. Boston, MA: Patricia Seybold Group, February 2011. http://dx.doi.org/10.1571/psgp02-10-11cc.

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

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Aldrich, Susan. Adobe Recommendations: Personalizing the Customer Experience. Boston, MA: Patricia Seybold Group, August 2012. http://dx.doi.org/10.1571/pr08-16-12cc.

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