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Relevant bibliographies by topics / Customer Experience Quality / Dissertations / Theses

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Dissertations / Theses on the topic 'Customer Experience Quality'

Author: Grafiati

Published: 3 June 2025

Last updated: 31 July 2025

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1

Abu, Snieneh Wafa' A. J. "An integrated model for the measurement of online customer experience. An empirical international study." Thesis, University of Bradford, 2009. http://hdl.handle.net/10454/4245.

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With the emergence of the internet as a new business channel and its impact on the overall role of today¿s customers, existing models for the measurement of perceived quality, satisfaction and loyalty are worth revisiting. This is specifically important in light of the prominent progress of some of the new business concepts, particularly customer experience management, and the rising emphasis on customers¿ hedonic and emotional needs. This study attempts to bridge the gap in existing literature by examining the online customer experience in its entirety, attending within the study to both

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Qu, Mengran, and Luqi Xu. "Have you ever had a terrible online shopping experience?" Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-98331.

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Background: Nowadays, the development of the internet makes online shopping more popularized . The appearance of online shopping brings considerable benefits to customers, however, there are still risks in the area. To maintain good relationship management between customers and companies, it is necessary to understand the online customer experience and its relevant important factors . Purpose: The purpose of this study is to explain the impact of three factors (low-quality delivery, low-quality online customer service, and low-quality website design) on online customer experience. Methodology:

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Snieneh, Wafa' Abdel Jalil Abu. "An integrated model for the measurement of online customer experience : an empirical international study." Thesis, University of Bradford, 2009. http://hdl.handle.net/10454/4245.

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With the emergence of the internet as a new business channel and its impact on the overall role of today's customers, existing models for the measurement of perceived quality, satisfaction and loyalty are worth revisiting. This is specifically important in light of the prominent progress of some of the new business concepts, particularly customer experience management, and the rising emphasis on customers' hedonic and emotional needs. This study attempts to bridge the gap in existing literature by examining the online customer experience in its entirety, attending within the study to both the

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Van, Bennekom Frederick C. "The boundary spanning activities of the customer support organization: hearing and articulating the customer's voice to improve software product quality." Thesis, Boston University, 1994. https://hdl.handle.net/2144/33583.

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Thesis (D.B.A.)--Boston University<br>PLEASE NOTE: Boston University Libraries did not receive an Authorization To Manage form for this thesis or dissertation. It is therefore not openly accessible, though it may be available by request. If you are the author or principal advisor of this work and would like to request open access for it, please contact us at open-help@bu.edu. Thank you.<br>Quality management has become a key competitive factor (Garvin, 1988). Product design quality requires incorporating the wants and needs of the customer base into new product development, and product conform

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Gyimothy, Szilvia. "The quality of visitor experience : a case study in peripheral areas of Europe." Thesis, Anglia Ruskin University, 2000. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.310607.

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TANNEEDI, NAREN NAGA PAVAN PRITHVI. "Customer Churn Prediction Using Big Data Analytics." Thesis, Blekinge Tekniska Högskola, Institutionen för kommunikationssystem, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-13518.

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Customer churn is always a grievous issue for the Telecom industry as customers do not hesitate to leave if they don’t find what they are looking for. They certainly want competitive pricing, value for money and above all, high quality service. Customer churning is directly related to customer satisfaction. It’s a known fact that the cost of customer acquisition is far greater than cost of customer retention, that makes retention a crucial business prototype. There is no standard model which addresses the churning issues of global telecom service providers accurately. BigData analytics with Ma

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Severt, Denver E. "The Customer's Path to Loyalty: A Partial Test of the Relationships of Prior Experience, Justice, and Customer Satisfaction." Diss., Virginia Tech, 2002. http://hdl.handle.net/10919/27191.

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The service sector is the fastest growing segment of the economy, responsible for 75% of the GNP, and still growing. Its success is important to the global economy. Nonetheless, throughout the 20-year evolution of services marketing literature, research that guides theory, methodology, and practice for service success has remained underrepresented. Published research regarding the effect of customers' justice perceptions on customer satisfaction is primarily experimental and focuses only on service recovery after a service failure, providing insufficient information about how the justice exp

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8

Klaus, Philipp. "EXQ : development and validation of a multiple-item scale for assessing customer experience quality." Thesis, Cranfield University, 2010. http://dspace.lib.cranfield.ac.uk/handle/1826/5778.

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Positioned in the deliberations related to service marketing, the conceptualisation of service quality, current service quality measurements, and the importance of the evolving construct of customer experience, this thesis develops and validates a measurement for customer experience quality (EXQ) in the context of repeat purchases of mortgage buyers in the United Kingdom. The thesis explores the relationship between the customer experience quality and the important marketing outcomes of customer satisfaction, repeat purchasing behaviour, loyalty and word-of- mouth intentions. The methodology f

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Bujisic, Milos. "Antecedents and Consequences of Customer Experience in Beverage Establishments." Doctoral diss., University of Central Florida, 2014. http://digital.library.ucf.edu/cdm/ref/collection/ETD/id/6250.

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It is estimated that there are approximately 42,000 beverage establishments in the U.S. whose annual revenue surpasses $20 billion (First Research, 2014). To facilitate discussion of beverage establishments, it is essential to recognize beverage establishments as businesses whose majority of sales come from alcoholic drinks (Moss, 2010a). In this research, beverage establishments are divided into beverage-only bars, bar/entertainment combinations, and food and beverage combinations. Even though they are a well-established industry, beverage establishments have received little academic attenti

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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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Meis, Michelle. "The Relationship Between Brand Experience and Customer Perceived Service Quality : Empirical Insights into the Experience-Seeking and Service-Oriented Economy." Thesis, Mittuniversitetet, Avdelningen för ekonomivetenskap och juridik, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-34172.

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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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Rageh, Ismail Ahmed. "Investigating British customers' experience to maximize brand loyalty within the context of tourism in Egypt : netnography & structural modelling approach." Thesis, Brunel University, 2010. http://bura.brunel.ac.uk/handle/2438/4461.

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The concept of ‘customer experience’ has evolved as an imperative area of study within the marketing discipline. Despite its importance and the positive attention this concept has received during the last few years, the explanation of customer experiences have remained vague and lack a thorough theoretical foundation. Furthermore, practitioners across many industries claim that there is a connection between customer experience and loyalty, yet there is a paucity of research to validate this theoretical assumption. This study aims to address this gap in the literature and to facilitate better u

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Adolfsson, Elin, Julia Edström, and Wilma Övringe. "Three clicks away : A multiple case study of how technologies change the customer journey in the retail furniture sector." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-105486.

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The digital world is constantly growing. This contributes to increasing expectations and demands in the technical aspect. Digitization is powerful, but it further contributes to a number of challenges, such as the coordination of physical and digital stores. During the corona pandemic, the digital transformation has accelerated for companies to adapt to customers. Therefore, the purpose of the research is to understand how swedish retailers can manage technological touchpoints in customer journeys in the furniture sector. Further the purpose is to investigate how retailers can use technologica

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Eriksson, Maria. "Customer value in commercial experiences : Expecting the unexpected." Doctoral thesis, Mittuniversitetet, Avdelningen för kvalitetsteknik, maskinteknik och matematik, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-30593.

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To an ever greater extent, customers desire experiences that are highly emotional, personally designed and memorable. Today’s customer has an increasing need to be entertained and often searches for pleasurable offerings of hedonic value. Many academics also argue that commercial experiences deliver a higher customer value than goods and services. More research regarding the character of the commercial experience is needed to understand the needs of the customer and what creates value to the customer. However the existing tools and methods for measuring customer value and customer satisfaction

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Hultman, Anna, and Mikaela Zarki. "Do you mind talking to a chatbot? : A quantitative study about how chatbots affect the digital customer experience within Swedish banks." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-104863.

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This bachelor's degree thesis aims to increase the understanding of how chatbots affect the digital customer experience within Swedish banks. Furthermore, this study examines how bank chatbot's technical quality affects the digital customer experience. In this thesis, the authors have chosen to use a deductive approach and a quantitative research strategy. Moreover, the authors used the Statistical Package for Social Sciences (SPSS) program to process the collected quantitative data from the questionnaires. The thesis empirical findings were analyzed and discussed in correlation to previous re

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Generali, Heather. "Customer satisfaction in dining experience in Continuing Care Retirement Communities and Retirement Communities." Thesis, Kansas State University, 2010. http://hdl.handle.net/2097/6996.

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Master of Science<br>Department of Hospitality Management and Dietetics<br>Carol W. Shanklin<br>Abstract Aging has become a focal point for several segments of the foodservice industry with the forecasted trends. Due to the link between quality of life and satisfaction with food in this population, many Continuing Care Retirement Communities (CCRCs) and retirement communities are employing individuals who have experience in the hotel/restaurant industry. The purpose of the study was to assess residents’ overall satisfaction with quality of food and quality of service in Continuing Care Reti

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Johansson, Anton, and Christoffer Sjöholm. "User Preferences of Application Attributes During Product Browsing : An Investigation of Customer Experience in Fashion E-Commerce." Thesis, Linköpings universitet, Logistik- och kvalitetsutveckling, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-158673.

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In a fast-changing retail environment, including hard competition and demanding consumers, the customer experience of the purchasing service is crucial to gain a competitive advantage. Since consumers are to some extent moving from offline to online, and from desktop shopping to purchasing clothing in a mobile application, there is a need for investigating consumers expectations of their experience of a mobile application. The existing and performance of attributes and functions determines the satisfaction of the user experience, which is why it is reasonable to investigate expectations concer

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Escobar, Rivera Dalilis. "Identifying factors for the customer delight in tourism industry: model and measurement scale." Doctoral thesis, Universitat de Girona, 2019. http://hdl.handle.net/10803/667402.

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The objective of the present dissertation is to empirically identify customer delight in customer’s most memorable experiences in the context of tourism services. Specifically, the aim of the present dissertation is to explain to what extent customers achieve to a delighted state and what factors influence it them, grouping available statements in the literature by developing a research model and measurement scale. Data for this study were obtained through a survey applied to tourists face-to-face and by online channels in Spain and Portugal summarizing 519 responses. Data are analyzed and sh

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Liao, Ying-Ying. "an investigation into the impact of chinese cultural values on service quality and the resultant implications for customer satisfaction : The Taiwanese experience." Thesis, University of Kent, 2011. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.534330.

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Birkedal, Micaela, and Gabrielle Meister. "Brand loyalty towards cell phones : A study of Generation Y in Sweden." Thesis, Högskolan i Halmstad, Sektionen för ekonomi och teknik (SET), 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-25729.

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The purpose of this thesis is to find if the Swedish Generation Y is more brand loyal to cell phones compared to other consumerelectronic, and to find out if some set factors of loyalty affects Generation Y's loyalty more than other. The conclusion of this thesis is that Generation Y is more loyal to their cell phone brand compared to other consumer electronics, and that the set factors presented are affecting their brand loyalty to different extent.

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Jhun, Janete Hee Youn. "The effect of price framing and customer experience in purchase decision: field experimente with a jewelry store." reponame:Repositório Institucional do FGV, 2018. http://hdl.handle.net/10438/24599.

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Submitted by Janete Hee Youn Jhun (janetejhun@gmail.com) on 2018-08-20T20:09:14Z No. of bitstreams: 1 DissertaçãoMPE_JaneteJhun_v57.pdf: 959094 bytes, checksum: c3f67676a5bc2bb2e69b3f6dad91600e (MD5)<br>Rejected by Thais Oliveira (thais.oliveira@fgv.br), reason: Prezada Janete, boa tarde. Para que possamos aprovar seu trabalho, serão necessárias as seguintes alterações: - Na capa, o nome da Escola não pode obter as Siglas. em cima vem "FUNDAÇÃO GETULIO VARGAS" (SEM o acento) e abaixo "ESCOLA DE ECONOMIA DE SÃO PAULO"; - No local e Ano (São Paulo 2018) não pode informar o mês, somente

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Gustafsson, Maria. "Patient experience surrounding service failure in Swedish public healthcare: a qualitative study of patient perceptions." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Företagsekonomi, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-45198.

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Background: Swedish healthcare is frequently claimed to be top class. A view not only communicated by politicians and the media, but also shared by an average citizen - for decades. Certain statistical indicators seem to support this: Sweden historically scores very high in life expectancy, stroke and cancer survival and infant mortality. At the same time, it is being reported that Swedish healthcare is suffering from a number of problems. While statistics looks reassuring, it focuses on results rather than processes, and does not take patient perceptions into account. Patient perspective seem

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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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Ramos, Irene. "Quality perception study in sustainable materials for Volvo Cars." Thesis, Jönköping University, JTH, Industridesign, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-53172.

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The growing demand in the industry towards sustainability and the globalization of manufacturing lead to an industrial climate of constant development and improvements, and automotive interior design is not excluded. In 2017 the European Union declared that the material used to generate the bright chrome surfaces of car interiors (CR VI) is toxic and carcinogenic. This implies that Volvo will ban the use of Chrome VI for decorative parts from September 2024. Finding a more eco-friendly alternative to replace CR VI not only functionally but also in terms of perceived quality and user experienc

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Önsari, Burak. "Erfarenhetsåterföring och informationshanteringi en komplex organisation." Thesis, KTH, Hållbar produktionsutveckling (ML), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-253801.

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Målet med examensarbetet är att ta fram en lista på åtgärder vilka är ämnade åt att förbättra dokumenthanteringen och informationslagringen på Arcona, samt förbättra tillgängligheten av relevanta dokument och information.Åtgärderna ska ha en inbördes prioriteringsordning och vilka eventuella krav som ska ställas på förekommande system ska undersökas. Fokus ligger på erfarenhetsåterföring genom dokumentation och informationshantering.Vid genomförandet av projektet tillämpas Quality Function Deployment (kundcentrerad planering). Med utgångspunkten hos produktionsledarrollen har kundönskemål saml

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Oliveira, Beatriz Carolina Teixeira. "Impacto da experiência do cliente e da qualidade do serviço na satisfação do cliente em saúde dentária." Master's thesis, Instituto Superior de Economia e Gestão, 2017. http://hdl.handle.net/10400.5/14672.

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Mestrado em Gestão e Estratégia Industrial<br>O interesse pela experiência do cliente tem crescido tanto no meio académico como no meio empresarial, na medida em que, dada a geral customização dos serviços, a experiência é considerada como um fator diferenciador. Assim, este estudo aborda a experiência do cliente e a qualidade do serviço como antecedentes da satisfação do mesmo. O presente estudo pretende avaliar o impacto da experiência do cliente e da qualidade do serviço, na satisfação do cliente e a relação desta com a lealdade e word-of-mouth. A recolha de dados foi feita através de um

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Wiredja, Dedy. "Assessment of airport service performance: A passenger-centred model." Thesis, Queensland University of Technology, 2017. https://eprints.qut.edu.au/112171/1/Dedy_Wiredja_Thesis.pdf.

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Inspired by the need to assess airport performance based on the complete passenger experience, this thesis outcome, the Airport Indicators of Passenger Experience (AIPEX) Model provides a novel approach to assessing airport services. To investigate the passenger-centred role at airports, a previous conceptual model of airport service performance was thoroughly examined using quantitative and qualitative mixed-methods. The refined model, the AIPEX Model, provides a more integrated and robust approach to assessing service performance than previously available. This passenger-driven model will su

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Mattana, Fabiano. "Banco do Brasil: satisfação dos clientes pessoa física com o modelo de relacionamento digital." Universidade do Vale do Rio dos Sinos, 2018. http://www.repositorio.jesuita.org.br/handle/UNISINOS/7283.

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Submitted by JOSIANE SANTOS DE OLIVEIRA (josianeso) on 2018-09-21T15:03:56Z No. of bitstreams: 1 Fabiano Mattana_.pdf: 3816938 bytes, checksum: e533a5d2119b0afeba12f4cbf525b176 (MD5)<br>Made available in DSpace on 2018-09-21T15:03:56Z (GMT). No. of bitstreams: 1 Fabiano Mattana_.pdf: 3816938 bytes, checksum: e533a5d2119b0afeba12f4cbf525b176 (MD5) Previous issue date: 2018-04-11<br>Nenhuma<br>Este estudo procurou atender ao objetivo geral de mensurar o nível de satisfação com o modelo de relacionamento digital dos clientes dos Escritórios de Negócios Exclusivos do Banco do Brasil situados

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Zafir, Haneen Osama. "The impact of customers' experience of quality on brand loyalty : a study of health and diet online communities." Thesis, Brunel University, 2016. http://bura.brunel.ac.uk/handle/2438/13721.

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Consumer experience plays an increasingly significant role in influencing the success of most businesses. The concept of ‘consumer experience’ has become an important area of study within the disciplines of marketing and consumer behavior. Regardless of its positive attention, this phenomenon has received in recent years; the clarification of consumer experience quality in online communities has remained unclear and needs a detailed theoretical base. In addition, it has been assumed that there is a relation between consumer experience quality and brand loyalty, nevertheless, there is limited r

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Dvořáková, Monika. "Vliv zákaznické spokojenosti a dalších ukazatelů na tržní podíl společnosti." Master's thesis, Vysoká škola ekonomická v Praze, 2014. http://www.nusl.cz/ntk/nusl-192443.

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In the present hypercompetitive market environment of car producers established especially at the developed west european markets is very difficult to gain new customers and increase the market share. The car producing companies have to build and increase customer loyalty to ensure the sustainable growth of market share in the future. One possibility how to improve customer's loyality to brand is to provide the highest standard at both sales and service department and carefully monitor the customer satisfaction. From the satisfaction and performance indicators of the car producing company is p

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Hanyabui, Akpabli, and Uche Ossai. "The Impact of Customer Care on Experiences in Service Quality Delivery(a case study of Labadi Beach Hotel-Ghana)." Thesis, Mälardalen University, School of Sustainable Development of Society and Technology, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-735.

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<p>ABSTRACT</p><p>COURSE:</p><p>Bachelor Thesis in Business Administration 15 ECTS</p><p>AUTHORS: Ossai Uche, (21st March 1980), Västerås.</p><p>Prosper Akpabli Hanyabui, (17th March 1980), Västerås.</p><p>PROBLEM STATEMENT</p><p>How can Labadi Beach Hotel improve on customer care activities in order to create a positive customer experiences in the hotel?</p><p>PURPOSE:</p><p>The purpose of this study is to describe what Labadi Beach Hotel is doing and what they could do to improve customer care. Furthermore we shall also find out the problems or complaints encountered by customers in the cour

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Mhlanga, Osward. "EXPECTATIONS AND EXPERIENCES OF FORMAL FULL-SERVICE RESTAURANT DINERS IN PORT ELIZABETH." Thesis, Bloemfontein: Central University of Technology, Free State, 2014. http://hdl.handle.net/11462/230.

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Thesis (M. Tech. (Tourism and Hospitality management)) -- Central University, Free State, 2014<br>The formal full-service restaurant industry in South Africa is undergoing a period of anaemic growth due to the after effects of the 2009 global economic recession. Since the recession, industry growth has been subdued as diners seek more for their money when spending at restaurants. Consequently, industry revenue declined 1.8% in 2013 as diners tightened their purse strings. It is for this reason that it was decided to investigate diners’ expectations and experiences in selected formal full-servi

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Wu, Tianshi. "Essays on learning-by-doing after information systems implementation in developing countries: the case of Costa Rica." Diss., Georgia Institute of Technology, 2013. http://hdl.handle.net/1853/52924.

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Developing countries are increasing their adoption of information systems at the country level now. One important aspect distinguishing the implementation of information systems in developing countries from that in developed countries is that developing countries usually lack the resources and capability for training and support, and the workers need to learn to use the system from their own experience. Thus, a better understanding of the workers’ learning-by-doing after the implementation of an information system in developing countries may have important theoretical and practical implication

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Knebel, Rogério Inácio. "A influência da orientação do serviço ao consumidor dos funcionários do varejo na qualidade percebida do serviço e na experiência do consumidor." Universidade do Vale do Rio dos Sinos, 2018. http://www.repositorio.jesuita.org.br/handle/UNISINOS/7333.

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Submitted by JOSIANE SANTOS DE OLIVEIRA (josianeso) on 2018-10-08T14:58:45Z No. of bitstreams: 1 Rogério Inácio KnebeL_.pdf: 2220532 bytes, checksum: 0d612ed1de68a73a97697f38d176b2e9 (MD5)<br>Made available in DSpace on 2018-10-08T14:58:46Z (GMT). No. of bitstreams: 1 Rogério Inácio KnebeL_.pdf: 2220532 bytes, checksum: 0d612ed1de68a73a97697f38d176b2e9 (MD5) Previous issue date: 2018-06-27<br>Nenhuma<br>O serviço no varejo se torna uma diferenciação quando o mesmo é percebido pelo consumidor, desta forma, agregando na sua experiência. A execução do serviço passa efetivamente pelos funcio

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Azevedo, Alzira Neli de Aguiar Mala. "Measuring Online Customer Experience Quality." Master's thesis, 2015. https://repositorio-aberto.up.pt/handle/10216/80154.

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Azevedo, Alzira Neli de Aguiar Mala. "Measuring Online Customer Experience Quality." Dissertação, 2015. https://repositorio-aberto.up.pt/handle/10216/80154.

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Chang, Ting-Yueh, and 張婷玥. "A Conceptual Model of Customer Experiences and Experience Quality: The Service Setting and The Customer's Perspective." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/81432009401462396400.

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博士<br>國立政治大學<br>企業管理研究所<br>94<br>Today, more and more customers, managers and scholars have become aware of the importance of experiences, which are characterized as satisfying customers’ psychic or personal needs. For customers, they are not merely consuming products or services. They care more about the experiences, which are provided by the stores, and they are willing to pay for experiences. As for managers, they have made more efforts to create touching and attractive experiences for customers, manage customers’ experiential journey with the companies, or even charge for experiences.

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Chen, Shu-Min, and 陳淑敏. "A Study of Customer Experience Quality and Marketing Outcomes." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/rw3t85.

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碩士<br>國立臺灣海洋大學<br>航運管理學系<br>103<br>With the prevalent of internationalization, the development of financial industry has become more diversified than ever. Therefore, wealth management services become popular. This study aimed to investigate the influence of customer service experience on marketing performance. With data collected from survey, customers were surveyed with perception of brand experience, service/provider experience, and post/consumption experience, further discussing its’ influence on marketing performance. Analytic results revealed that brand experience, service/provider exper

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Hsiao, Mei ju, and 蕭美如. "Cosmetic SPA Experience Marketing, Service Quality,Relationships Quality and Customer Loyalty of Research." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/83400911244273436137.

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碩士<br>台南應用科技大學<br>生活應用科學研究所<br>101<br>Experiencing marketing becomes the marketing mainstream in recent years gradually, no matter from various kinds of industries to all kinds of activity, regard experiencing marketing as the main decisions. The competition advantages of enterprises are not the only innovation, association of marketing or price competition of coming from the products, and offer customer valuable consumption to experience which seems to become a trend. So, probe into cosmetic SPA and using and experiencing marketing in this research decree, let consumers experience and serve t

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Chiang, Yi-hui, and 江雅惠. "The impact of customer experience on customer relationship quality and customer loyalty in the postpartum care center." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/e7358a.

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碩士<br>嘉南藥理科技大學<br>醫療資訊管理研究所<br>99<br>Background and purpose: Recently, pregnant women has paid much importance to postpartum cares and carefully selected the postpartum care center. During the process of postpartum cares, they can not only obtain the core services but also get different forms of experiences. Therefore, this study adopts the Strategic Experiential Modules provided by Schmitt (1999) to explore the influences of different experiences on the customer relationship quality and loyalty to healthcare providers in the process of postpartum care. Methodology: The study selected cus

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Rahman, Syed Mahmudur. "Measuring customers’ perception of omnichannel retail quality and assessing its impact on customer engagement." Thesis, 2019. http://hdl.handle.net/1959.13/1411977.

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Research Doctorate - Doctor of Philosophy (PhD)<br>In two essays, this thesis addresses the critical need for understanding and measuring the customer experience in an omnichannel retail environment, and whether it results in stronger retail performance such as higher customer engagement (Verhoef et al., 2015; Lemon et al., 2016; MSI, 2016, 2018; Kumar et al., 2019). Each essay presents an introduction, specific research questions, theoretical development, methodology, results, contributions, future research directions, and appendices; where the outcome of Essay 1 leads to Essay 2. In Essay 1,

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Lin, Ching-Yi, and 林靜宜. "Effects of Waiting Experience, Service Quality, Perceived Quality on Customer Satisfaction in Hairdressing Industries." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/89711232866459379412.

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碩士<br>台南應用科技大學<br>生活應用科學研究所<br>101<br>This study investigates the waiting experience,service quality,perceived quality and customer satisfaction,and consumer groups to the hairdressing industry as the research object. Because of the enhancement of peopies''s living standaed,there is more and more Intense competition in the hairdressing market,The industry operating needs to shorten the time,for waiting service quality and professional technology,By doing this customers will feel satisfied and willing to enabling com back again,viadiscussed in the literature,in order to understand the

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WU, CHIA-LING, and 吳佳玲. "The Effects of Online and Offline Marketing and Customer Experience Quality on Customer Citizenship Behavior." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/q6eax4.

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碩士<br>朝陽科技大學<br>企業管理系<br>106<br>As the advent of the age of economic experience, consumers understand that the important things are not the products, but is the atmosphere and experience quality when they buy things. However, Philip Kotler, Hermawan Kartajaya and Iwan Setiawan mentioned in the book, “In the vigorous development of mobile communities, customers tend to follow the lead of relatives, friends, and even strangers.” This has gradually replaced traditional marketing communications, and companies have begun to realize that customers can become as temporary employees under their organi

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Lee, Cheng Kang, and 李承剛. "Research for Consumer Experience, Customer Satisfaction and Service Quality of Theme Restaurants." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/8q3p4n.

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碩士<br>國立嘉義大學<br>管院碩士在職專班<br>106<br>In this study, the theme restaurant of Chienyen Restaurant Group「Sunny QuEEn」is the research subject. Now the catering industry is seeking new changes. In addition to the service quality, the consumer experience is also a very important part. Can it effectively improve cus-tomer satisfaction? The research expects to explore the correlation among consumer experience, service quality and customer satisfaction in the theme restaurant. A total of 450 paper questionnaires and online questionnaires were distributed in this study, and 403 questionnaires are valid wi

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Chiang, Chin-an, and 蔣謹安. "Service Experience Quality, Customer Satisfaction and Customer Loyalty with Service Design: A Case Study of Convenience Store." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/n97864.

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碩士<br>大同大學<br>工業設計學系(所)<br>106<br>Convenience stores are an important place in the lives of modern people. Convenience stores give customers a good impression through innovative services to enhance their service experience quality, customer satisfaction and customer loyalty. In recent years, unmanned supermarkets, online shopping and mobile payment have become hot topics, and convenience stores are striving to make better service experiences. This study explored the service content of convenience store by observation, interview, questionnaire, customer journey map and co-creation workshop. We

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Wang, Shou-Yu, and 王守裕. "The Effects of Experience Clues on Service Experience Quality and Customer Satisfaction – Evidence from Animal-assisted Therapy." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/a8du64.

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碩士<br>國立臺灣科技大學<br>工商業設計系<br>105<br>In recent years, Animal-Assisted Therapy (AAT) has gained more and more attention in Taiwan. Experts in different fields have devoted themselves to promote the AAT services. However, AAT is facing with the challenges of how to provide safe, effective and high quality service. Past studies highlight the importance of the treatment, but little research explores discuss how to provide a good AAT service experience from the perspective of service design. Basically, experience clues can not only help service providers to build good service, but also have an impact

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YU, HUEI-JU. "THE IMPACT OF PRODUCT QUALITY, SERVICE QUALITY AND EXPERIENCE QUALITY ON CUSTOMER PERCEIVED VALUE -FROM STUDENTS' POINT OF VIEW." 2008. http://www.cetd.com.tw/ec/thesisdetail.aspx?etdun=U0023-2005200818150300.

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Huang, Yu-Hui, and 黄郁惠. "The Effect of Relationship Quality & Service Experience on Customer Loyalty – Customer Perceived Value as the Mediator Variable." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/9m9vwe.

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碩士<br>國立彰化師範大學<br>企業管理學系<br>107<br>Nowadays, experiencing is the trend of consumption. Customers are seeking for pleasant and memorable shopping experiences, recognizing and reflecting on emotions. To reach the shopping experiences they need, customers can obtain perceived value from the services or products, provided from the companies. This can satisfy customers and establish their loyalty, thus receiving positive feedbacks. Therefore, creating company values, maintain good shopping experiences with customer are the long-term strategies. In this study, an online questionnaire survey was perf

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YU, HUEI-JU, and 游慧茹. "The Impact of Product Quality, Service Quality and Experience on Customer Perceived Value-From Students' Point of View." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/04615402264459105703.

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博士<br>國立臺北大學<br>企業管理學系<br>96<br>Creating customer value has become the next source of competitive advantage. In the past, the focus is mainly on how to manufacture products with high quality and to meet customer’s expectation by providing satisfied services. However, Pine and Gilmore (1999) declare that to meet customer’s needs and expectations is not enough for companies to create value. They should deliberately transcend customer’s expectations by surprising them with memorable experiences. They also declare the emerge of a new economic world, the experience economy. Pine and Gilmore’s fr

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