Relevant bibliographies by topics / Customer experience (CEx)

Contents

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

Academic literature on the topic 'Customer experience (CEx)'

Author: Grafiati
Published: 19 February 2023
Last updated: 31 July 2025

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Journal articles on the topic "Customer experience (CEx)"

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Susanti, Putu Herny, I. Made Hadi Purnantara, and Miko Andi Wardana. "Revitalizing Customer Experience through the Internet of Things : Integrating Customer Engagement and Campaign Effectiveness." Escalate : Economics and Business Journal 1, no. 01 (2023): 26–37. http://dx.doi.org/10.61536/escalate.v1i01.7.

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This research study employs a quantitative approach to investigate the relationships among customer engagement (CEG), campaign effectiveness (CEF), IoT adoption, and their combined impact on customer experience (CEX) in the context of Bali's tourism industry. A random sample of 100 participants was selected from the target population, and structured surveys with Likert scale responses were used to collect data. Structural Equation Modeling (SEM) with Partial Least Squares (PLS) was employed for data analysis, as it is well-suited for examining complex relationships among multiple variables. Th
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Hafner, Nils. "Integration von Marketing Automation und Service Cloud im KMU-Sektor: Ein strategischer Ansatz für Schweizer B2B-Unternehmen." topsoft Fachmagazin 14, no. 1 (2024): 4–6. https://doi.org/10.5281/zenodo.15296385.

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In einer digital transformierten Geschäftswelt, in der personalisierte Kundenansprache und effiziente Marketingprozesse essentiell für den Unternehmenserfolg sind, stellen Marketing Automation (MA) und die Nutzung einer Service Cloud Schlüsseltechnologien dar. Dieser Artikel erörtert, wie die Integration dieser Technologien in kleinen und mittleren Unternehmen (KMU) in der Schweiz zu einer ganzheitlichen Customer Experience (CEX) beitragen kann. In der heutigen kompetitiven B2B-Landschaft ist es entscheidend, Marketing und Kundenservice nahtlos zu integrieren, um eine konsistente und individue
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Oludoyi, Isaac Olakunle. "Effect of KYC and AML Regulations on Cryptocurrency Exchange Preference Among Nigerian Users." Journal of Economics, Business, and Commerce 2, no. 2 (2025): 1–9. https://doi.org/10.69739/jebc.v2i2.634.

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This study investigates the effect of the regulatory framework in Nigeria, specifically Anti-Money Laundering (AML) and Know Your Customer (KYC) regulations, and their influence on users' preference between centralized exchanges (CEX) and decentralized exchanges (DEX) in Nigeria. Using a quantitative study design, a purposive sampling method was used to select 358 Nigerians with cryptocurrency trading experience. Using a structured, self-administered questionnaire. The data were analysed using binomial logistic regression in SPSS. Results revealed that AML sensitivity was positively correlated
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Lee, Hyun-jung. "Applying netnography to analyze customer experience for a study of customer experience management of golf course." Korean Society for Leisure Sciences 16, no. 2 (2025): 63–74. https://doi.org/10.37408/kjls.2025.16.2.63.

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The purpose of this study is to analyze customer experiences for golf course customer experience management(CEM) using netnography. To achieve this, a total of 209 user-generated golf course reviews from Naver Blogs and Tistory were collected and analyzed from the golf course information reviews on the Kakao Golf Reservation site. The findings of this study are as follows. First, the analysis identified six main factors of customer experience: accessibility, golf course facilities, golf course course facilities, operational services, personal factors, and golf course satisfaction, with a total
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Arsalan, Muhammad, Ubedullah Amjad Ali, Salman Hussain, Syeda Quratul-ain Kazmi, and Asim Mubahsir. "Exploring Customer Experience in Bancassurance: The Role of Awareness, Trust with Bank Reputation as a Moderator in Pakistan's Banking Industry." Research Journal for Societal Issues 5, no. 3 (2023): 258–73. http://dx.doi.org/10.56976/rjsi.v5i3.148.

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Bancassurance has gained global prominence as a value-added financial service offered by the banking industry. This study investigates the influence of Customer Trust (CT) and Customer Awareness (CA) on Customer Experience in the Bancassurance sector (CEB), with Bank Reputation (BR) serving as a moderating factor. Data was collected from Bancassurance customers of the top three banks in Pakistan, including HBL, UBL, MCB Bank, and ABL, encompassing a total of 400 customer data points (100 from each bank). Smart PLS v.4 was employed for data analysis. The research findings reveal a nuanced relat
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Elidjen, Elidjen. "A Review Of CEM: Customer Engagement as Innovation Co-Creator." ComTech: Computer, Mathematics and Engineering Applications 4, no. 2 (2013): 914. http://dx.doi.org/10.21512/comtech.v4i2.2531.

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Competition is very tight causing companies looking for a competitive edge, both in the product packaging and in maintaining good relations with their customers. The management of good relationship is commonly referred to Customer Relationship Management (CRM). In general, CRM is focused on how to market something to customers and obtain value from them by using information technology. However, it ignores customers’ insight that can provide added value to the company's profits. That is what causes the need for Customer Experience Management (CEM) to handle the experience of customers to improv
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Chen, Xinxin, and Hongyan Yu. "The Impacts of the Personality Attribute of Time and Money on Customer Engagement Behavior: A Self-concept Perspective." International Business Research 13, no. 7 (2020): 14. http://dx.doi.org/10.5539/ibr.v13n7p14.

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Although recent studies have explored the antecedents of customer engagement behavior (CEB), few empirical studies have explored the mechanisms that connect these antecedents to CEB. From self-concept perspective, this research uses experimental and survey methods to explore the influence of the type of customer-invested resource (time vs. money) and customers’ regulatory focus (promotion-focused vs. prevention-focused) on CEB and the mechanisms that underlie these processes. The results of three studies show that promotion-focused customers initiate more recommendations and complain
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Singh, Jagwinder, and Shivani Saini. "Importance of CEM in CRM-CL framework." Journal of Modelling in Management 11, no. 1 (2016): 91–115. http://dx.doi.org/10.1108/jm2-05-2014-0038.

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Purpose – The purpose of this paper is to propose a model to understand the role of customer relationship management efforts in building, sustaining and enhancing customer loyalty (CL). Design/methodology/approach – This paper reviews extant literature in customer relationship management (CRM), customer experience management (CEM) and CL, with a particular emphasis on exploring the relationships between these proposed domains. Findings – The CRM efforts, customer acquisition, retention and experience, are suggested to have positive influence on attitudinal and behavioural loyalty. A model for
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Tran, Quynh Xuan, My Van Dang, and Nadine Tournois. "The role of servicescape and social interaction toward customer service experience in coffee stores. The case of Vietnam." International Journal of Culture, Tourism and Hospitality Research 14, no. 4 (2020): 619–37. http://dx.doi.org/10.1108/ijcthr-11-2019-0194.

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Purpose This study aims to investigate the effects of servicescape on customer satisfaction and loyalty – centered on social interaction and service experience in the café setting. Design/methodology/approach Data for this study were collected from approximately 1,800 customers at 185 coffee stores located in the three largest cities in Vietnam through the self-administered questionnaires. Findings The research findings pointed out the significant impacts of café servicescape on social interaction quality, including customer-to-employee interaction (CEI) and customer-to-customer interaction (C
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Song, Jahyun, Hyoungeun Moon, and Miyoung Kim. "When do customers engage in brand pages? Effects of social presence." International Journal of Contemporary Hospitality Management 31, no. 9 (2019): 3627–45. http://dx.doi.org/10.1108/ijchm-10-2018-0816.

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Purpose Drawing upon the social presence theory, this paper aims to propose three social presence variables in the brand page context (the brand page as a medium, the presence of other customers and interaction with the brand page manager) and to test their effects on customer engagement behavior (CEB) and customer-brand identification (CBI). Design/methodology/approach A total of 340 responses were collected via an online research platform and analyzed using structural equation modeling analysis. Findings The results revealed that both the social presence of the brand page and the interaction
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Dissertations / Theses on the topic "Customer experience (CEx)"

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Popp, Wolfgang. "Customer Experience (CEX) und Weiterempfehlungsverhalten theoretische Bezüge und Managementimplikationen." München FGM-Verl, 2005. http://deposit.ddb.de/cgi-bin/dokserv?id=2652922&prov=M&dok_var=1&dok_ext=htm.

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Liu, Wei. "Mapping Customer Experiences: The Role of Touchpoints in Determining Consumer Evaluations." Thesis, Griffith University, 2016. http://hdl.handle.net/10072/367892.

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The purpose of this research is to gain a deeper understanding of the customer experience (CEx) concept within the context of a food and wine event. Drawing on literature associated with service design (ecosystem, customer journey, touchpoint), appraisals/emotions, and tourism/service marketing (satisfaction, loyalty), this research seeks to investigate the more micro, momentary levels of experience and how these accumulate to an overall assessment. This is particularly important, as customer experience has become a key factor for businesses to build customer evaluations such satisfaction, rec
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Ullberg, Matilda, Alexandra Greus, and Sofia Dollerup. "Does the Experience really matter in B2B? : A Qualitative Study on Customer Experience Management in B2B." Thesis, Högskolan i Jönköping, Internationella Handelshögskolan, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-44041.

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Background: The concept of Customer Experience Management (CEM) is growing as a marketing tool used in order to remain a competitive actor on the market. By designing a customer experience, companies are able to differentiate themselves by offering a holistic customer experience.                                                                                             Problem: The existing body of knowledge regarding CEM in the B2B setting is limited. However, recent studies have begun to examine the fact that the buying process in B2B does not only concern task related and rational decision
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Krüger, Stephanus Paulus. "Customer perception on the effectiveness of customer centric sales channels in a financial cooperation in South Africa / Stephanus Paulus Krüger." Thesis, 2014. http://hdl.handle.net/10394/11185.

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The main aim of the study was to determine which measurement tool, existing or adapted, would be able to determine the levels of customer centricity within the sales channels of a specific organisation, operating in the South African financial industry. A literary study showed that in order to determine the levels of customer centricity, customer experience should be measured. Six questionnaires were administered, namely, EXQ, NPS, CES, Customer satisfaction, Word-of-Mouth and Behavioural loyalty intention. The data showed a statistical significance and a positive relationship between all the
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Gomes, Cláudio Bessa. "Nikita Cabeleireiros wants to improve the efficiency of its customer relationship management by adopting an appropriate CRM strategy." Master's thesis, 2010. http://hdl.handle.net/10071/3803.

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The positions SMBs (Small and Medium Businesses) have in national economies have been increasing, being extremely important to the development of the economies. SMBs are seeking more and more CRM applications, for this reason, CRM as been having a rapid development in the last years. My master project will study a CRM implementation on Nikita Cabeleireiros, a small business in a common local market, and examine the CRM key risks and benefits. Another concept is presented, CEM (Customer experience Management), as the next competitive advantage and differentiator factor between SMBs
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Books on the topic "Customer experience (CEx)"

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Edward, Bispham, and Smith Christopher John 1965-, eds. Religion in archaic and republican Rome and Italy: Evidence and experience. Edinburgh University Press, 2000.

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Bradshaw, Jason S. It's All about Cex!: The Essential Guide to Customer and Employee Experience. Lioncrest Publishing, 2018.

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Gil, Yami Almaguer. Customer Service vs. Customer Experience: La Guía Del CEO. Independently Published, 2019.

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MPA, Kevin J. Thompson. Everyone Is A CEO: Customer Experience Originator. Inspired Communications LLC, 2015.

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Dongen, Beate van, and Deborah Wietzes. Cex Sells: New Inspiration for Valuable Experiences. Bis B.V., Uitgeverij (BIS Publishers), 2017.

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Pupo, Raul. America’s Service Meltdown. ABC-CLIO, LLC, 2010. http://dx.doi.org/10.5040/9798400610165.

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In this book, an entrepreneur and CEO of a major technology company shares original service concepts that will enable any company to keep customers coming back. What distinguishes America's Service Meltdown: Restoring Service Excellence in the Age of the Customer is its striking originality and applicability to businesses of nearly every type and size. Based on the author's extensive personal and professional experience, the book offers a straightforward, no nonsense model that clearly explains how to organize the modern enterprise for the delivery of service excellence. Customer-oriented comp
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Decker, John. CEO. ABC-CLIO, LLC, 2016. http://dx.doi.org/10.5040/9798400624261.

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How does a good CEO deliver value? An ideal resource for all aspiring executives, this book provides a comprehensive portrait of the CEO's role and a clearly defined roadmap for acquiring the skill set of a successful CEO. There is a critical and growing need for effective and enlightened leadership in the private sector. The corporate world needs CEOs who can build companies, exceed customer expectations, address the needs of the world's growing population, and deliver superior value to investors. CEOs must balance on an incredibly difficult and challenging tightrope and apply a daunting rang
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Religion in Archaic and Republican Rome and Italy: Evidence and Experience. Routledge, 2014.

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Book chapters on the topic "Customer experience (CEx)"

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

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

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Shashaj, Ariona, Davide Stirparo, and Mohammad Kazemi. "CEA-TM: A Customer Experience Analysis Framework Based on Contextual-Aware Topic Modeling Approach." In IFIP Advances in Information and Communication Technology. Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-79150-6_52.

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

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

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Jaziri-Bouagina, Dhouha. "The Tacit Knowledge Through the Customer Experience." In Advances in Knowledge Acquisition, Transfer, and Management. IGI Global, 2017. http://dx.doi.org/10.4018/978-1-5225-2394-9.ch001.

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This chapter connects the management and marketing fields by scrutinizing the tacit knowledge management in the case of the customer experience theory. First, the theoretical and conceptual side is presented. To this regard, the tacit knowledge' importance is stressed. Likewise, a discussion of its externalization methods in reference to the customer experience theory as well as its strong relationship with the innovation development, is emphasized. Especially, the experiential innovation is targeted by this research and defended. The research question treated is: How to acquire and use the cu
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Koppolu, Hara Krishna Reddy. "Designing next-level customer experiences using data-driven insights and emerging technologies." In Engineering the Digital Backbone of the Future: Data Infrastructure, 5G Connectivity, Cloud Networks, and AI Solutions Across Media, Telecom, and Healthcare Industries. Deep Science Publishing, 2025. https://doi.org/10.70593/978-93-49910-67-6_4.

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In recent years, numerous scholars and practitioners have indicated the importance of enhancing customer experience (CX) in a digital age of social media, ever-increasing competition, and data analytics. 32% of global consumer respondents stated that they would stop doing business with a brand they loved after just one bad experience, while 69% of respondents said that a good experience was the reason for their loyalty to a brand. CX seems to be critical for a brand to develop sustainable competitive advantage. There is also a growing body of academic research on customer CX and customer exper
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Sorrentino, Annarita. "Customer Experience Management (CEM). State-of-the-Art and Best Practices." In Defining, Measuring and Managing Consumer Experiences. Routledge, 2020. http://dx.doi.org/10.4324/9781003037347-5.

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Toma, Christian Hendrik. "The Shop of the Future." In Advances in Business Information Systems and Analytics. IGI Global, 2017. http://dx.doi.org/10.4018/978-1-5225-1865-5.ch007.

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Fashion customers often regard shopping online for clothing as being more of a convenience-based event rather than an experience-bearing touch point, lacking both relational and sensory attributes (Cai, Shen, & Guo, 2012). In a clear attempt to add further dimensions to online retailing, virtual reality (VR) clearly emerged at CES 2015 (Consumer Electronic Show) as a promising solution to watch (Housley, 2015). Within the context outlined above, this chapter set out to explore whether and how online retailers within the fashion industry could bridge the gap between the offline and online c
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Kanore, Lalit, and Priti Masatkar. "The Game Changer." In Indian Business Case Studies Volume III. Oxford University PressOxford, 2022. http://dx.doi.org/10.1093/oso/9780192869395.003.0017.

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Abstract Starbucks’ founded in 1971 in Seattle by founder, Howard Schultz, was its CEO for most of the history of Starbucks. In 2000, Howard Schultz became the chairman and chief global strategist, to overlook Starbucks’ international expansion. Shareholder unrest triggered the departure of CEO James Donald, who held the post for less than three years. Set against the backdrop of the Great Recession, the case also considers the impact of unprecedented important shifts in consumer spending and confidence as well as new competitive forces on Starbucks’ transformation. Schultz wants Starbucks to
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Conference papers on the topic "Customer experience (CEx)"

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Safdar, Saria, Shoab Ahmed Khan, and Arslan Shaukat. "Customer Experience Management (CEM) for Automation, Data Collection and Methodology." In 2019 International Conference on Information and Communication Technology Convergence (ICTC). IEEE, 2019. http://dx.doi.org/10.1109/ictc46691.2019.8939860.

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

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Clark, Kevin, Kazuhiko Yamazaki, James Kwolyk, and Sruti Vijaykumar. "Tokyo Sensory Safari: Experience Innovation & Human Factors Immersion." In 14th International Conference on Applied Human Factors and Ergonomics (AHFE 2023). AHFE International, 2023. http://dx.doi.org/10.54941/ahfe1003315.

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The intention: Bring people to Japan to learn about human senses and cognition. This was just before the world locked down for the COVID-19 pandemic. The plan: Conduct a Sensory Safari that coincides with the Tokyo 2020 Olympics. An opportunity for people to experience Tokyo at peak form and Japan at the top of its hosting spirit. An immersive way to expose participants to all human senses and methods for making offerings that are more understandable and fully human compatible. This curated experience is inspired by Proctor & Gamble CEO A.G. Lafley and his visit to Japan decades earlier. A
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Remeșovschi, Natalia. "Theoretical and practical benchmarks regarding to the consumers negative behavior." In International Scientific Conference “30 Years of Economic Reforms in the Republic of Moldova: Economic Progress via Innovation and Competitiveness”. Academy of Economic Studies of Moldova, 2022. http://dx.doi.org/10.53486/9789975155618.21.

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Luând în considerație importanța pe care o au consumatorii în realizarea obiectivelor companiilor, apare necesitatea monitorizării și identificării stadiului de dezvoltare a relațiilor cu clienții, dar și a nivelului de satisfacție primit. Faptul este determinat de unele probleme nestabilite, neidentificate sau nesoluționate cu care se confruntă consumatorii, în rezultat generându-se un comportament negativ a consumatorilor. În rezultat comportamentul negativ poate influența imaginea companiei, viitoarele relații, precum și promovarea ulterioară pe care o fac consumatorii. Abordând, importanța
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Verstricht, Jan. "Long-Term Monitoring Experiences at the HADES Underground Lab and its Relevance for Radwaste Repository Monitoring." In ASME 2013 15th International Conference on Environmental Remediation and Radioactive Waste Management. American Society of Mechanical Engineers, 2013. http://dx.doi.org/10.1115/icem2013-96332.

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In the frame of its radwaste disposal research programme, SCK•CEN started the construction of the HADES underground research facility in 1980. Including several extensions and a comprehensive experimental programme, it has provided a lot of experience on monitoring. Monitoring is performed for many reasons: construction follow-up, field characterisation, investigation of phenomena, and model validations — in which the underground lab offers the opportunity for upscaling conventional laboratory set-ups. Construction monitoring has allowed to develop and optimise the underground construction tec
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Rußkamp, Nina, Claas Digmayer, and Eva-Maria Jakobs. "Co-Creation-Based Framework for the Agile Development of AI-Supported CAM Systems." In 14th International Conference on Applied Human Factors and Ergonomics (AHFE 2023). AHFE International, 2023. http://dx.doi.org/10.54941/ahfe1003507.

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Digital transformation processes in the course of industry 4.0 affect computer-aided manufacturing (CAM) in two ways: The acceleration of production and innovation cycles shortens the time to carry out CAM-planning tasks; simultaneously, an increasing product individualization raises the complexity of CAM-planning tasks and quality requirements for the planning results. Thus, CAM users need to solve complex CAM-planning tasks in increasingly shorter time frames. Efforts to meet the quality requirements nonetheless lead to overload and frustration of the user [1], [2]. To overcome this challeng
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Reports on the topic "Customer experience (CEx)"

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Marshak, Ronni. Does B2B Customer Experience Differ from B2C CX? Patricia Seybold Group, 2012. http://dx.doi.org/10.1571/ht07-13-12cc.

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