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Journal articles on the topic 'Customer Experience Strategy'

Author: Grafiati

Published: 3 June 2025

Last updated: 31 July 2025

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1

Shri, Vidya Santhosh. "Chatbots- Strategy for Boosting Customer Experience to the Next Level." Chatbots- Strategy for Boosting Customer Experience to the Next Level 6, S1 (2018): 67–71. https://doi.org/10.5281/zenodo.1403587.

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Companies have fundamentally shifted towards customer centric approach in decision making. They got an access to customer data. Companies are realizing impact of good or bad customer experience on retention. Customers with positive experiences are more likely to continue purchases, customers with bad experience either stop spending or decrease their spending. Communicating with the customers at the right time and right way is quiet challenging. An efficient use of machine learning and intelligence can give an opportunity to build memorable interaction with au

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Sytnik, N. I. "The Сustomer Experience Management as a Strategy For Business Development". Business Inform 9, № 524 (2021): 216–24. http://dx.doi.org/10.32983/2222-4459-2021-9-216-224.

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Against the background of rising consumer expectations and increased competition, competence in customer experience management becomes a factor in the survival of modern companies. To achieve sustainable customer commitment, companies have to master the skills of effective interaction with customers and learn how to manage customer experience. This makes a study, concerned with developing a strategy for managing customer experience, relevant. The purpose of the article is to study the strategic aspects of customer experience management, in particular in identifying the sequence of stages of st

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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 experienc

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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 (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 Cust

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Yao, Xi, and Wenjiao Ren. "<b>Enhancing Customer Experience: A Holistic Brand Strategy in the Metaverse</b>." Journal of Applied Business & Behavioral Sciences 1, no. 1 (2025): 115–35. https://doi.org/10.63522/jabbs.101006.

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The metaverse, dubbed the “new version of the digital world,” promises to fundamentally transform how customers interact with brands. This study regards the metaverse brand experience as a strategic resource initiated by organizations and analyzes how organizations manage brand experiences through metaverse technologies. Based on interviews with eight managers from different firms and 45 articles related to metaverse brand strategy from two industry platforms, a three-faceted, holistic metaverse brand strategy framework emerges: metaverse brand strategy drivers differentiate between internal a

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Ryder, Ian. "Customer experience." Journal of Brand Management 15, no. 2 (2007): 85–88. http://dx.doi.org/10.1057/palgrave.bm.2550127.

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Rohmayanti, Annisa Nur, Siti Zakiah, and Umi Sumarsih. "Consumer Perception on Aspects of The Think & Act Experience at The Gacoan Noodle Restaurant Gatot Subroto, Bandung City." INTERACTION: Jurnal Pendidikan Bahasa 10, no. 2 (2023): 743–51. http://dx.doi.org/10.36232/jurnalpendidikanbahasa.v10i2.4897.

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This study discusses consumer perceptions of the Thinking and Acting experience at the Gacoan Gatot Subroto Noodle Restaurant, Bandung City. Think is an experience that demands intelligence to create cognitive experiences and problem-solving by involving consumers creatively; the Act is designed to create consumer experiences that are related to the physical body. Customer Experience is a big key in a business or company; Customer Experience depends on the service provided to customers by a company. Customer Experience is simply a process, strategy, and new implementation of a company to manag

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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 (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’

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S, Kavitha, and Haritha P. "Building customer loyalty through customer experience management." Journal of Management and Science 6, no. 3 (2016): 288–94. http://dx.doi.org/10.26524/jms.2016.28.

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Customers are more demanding than ever. Creating superior customer experience is crucial in gaining competitive advantage in any business environment.Companies need to have a well-defined customer experience management strategy to determine a place in the competitive world. Customer Experience Management has gained importance in recent years. As companies are faced with the issues like decreasing customer loyalty, reduced scope of differentiation through product features, and with increasing costs of customer acquisition, it has become immensely important for companies to practice experience b

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Asiyah, Siti. "CUSTOMER INTIMACY VALUE STRATEGY BY IMPLEMENTING CUSTOMER RELATIONSHIP MANAGEMENT." Journal of Applied Management and Business (JAMB) 1, no. 1 (2020): 1–9. http://dx.doi.org/10.37802/jamb.v1i1.58.

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This article talks about a lot of systems to transform customers into resources proposed for organizations while making faithful customers. The technique that is the focal point in this article is customer Relationship Management (CRM). This is on the grounds that without a CRM system, organizations neglect to reap the advantages of CRM. CRM is fundamentally significant for the organization's future. CRM innovation empowers organizations to all the more likely comprehend customer conduct, foresee their conduct later on, give altered customer encounters, and assemble long haul customer connecti

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Pine II, B. Joseph, and James Gilmore. "Integrating experiences into your business model: five approaches." Strategy & Leadership 44, no. 1 (2016): 3–10. http://dx.doi.org/10.1108/sl-11-2015-0080.

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Purpose – In little more than a decade, experience thinking has influenced the development of new business models in a wide variety of enterprises. Design/methodology/approach – The authors describe best practices for five approaches Five approaches are noteworthy: Experiential marketing (EM or XM). Digital experiences using the Internet and other electronic platforms to create new technology interfaces focused on the user experience (UX). The application of experience-staging to enhance interactions with customers. Experiences as a distinct economic offering. Designing transformational busine

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Jain, Rajnish, Jayesh Aagja, and Shilpa Bagdare. "Customer experience – a review and research agenda." Journal of Service Theory and Practice 27, no. 3 (2017): 642–62. http://dx.doi.org/10.1108/jstp-03-2015-0064.

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Purpose The purpose of this paper is to review the literature on customer experience to develop a better understanding of the concept and propose a research agenda. Design/methodology/approach The paper is based on a thorough review of 69 full-text articles, 12 books and one published dissertation related to customer experience. Findings The review describes the relevance of experiential perspective, service experience and customer experience to attract, delight and retain customers. Customer experience is regarded as a holistic interactive process, facilitated through cognitive and emotional

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Pin-Lun Chiang, Pin-Lun Chiang. "Exploring the impact of Martech on marketing strategy." 企業管理學報 49, no. 2 (2024): 035–62. http://dx.doi.org/10.53106/102596272024060492002.

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<p>This study aims to examine the connections between marketing technology (Martech) and the marketing strategies devised by popular music industry businesses, to investigate how these businesses utilize Martech in their marketing processes and how the industry uses Martech to identify customer demand and to explore the prospects or challenges offered by Martech for the music industry. Based on six cases, the results suggest that (1) Martech can help the popular music industry to collect and analyze customer data, understand customer demand and behavior, and provide a better customer exp

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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 (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 th

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Tivasuradej, Yan Chi Tiffany, and Nam Pham. "Advancing customer experience practice and strategy in Thailand." Asia Pacific Journal of Marketing and Logistics 31, no. 2 (2019): 327–43. http://dx.doi.org/10.1108/apjml-09-2017-0220.

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Purpose The purpose of this paper is to provide a broad preliminary overview and critical viewpoint on the current state of customer experience innovation and strategy in Thailand. Design/methodology/approach This paper outlines and critically analyses the key trends based on 15 prime instances of customer experience innovation from the past ten years in Thailand across three industries: retail, fuel service and insurance. Findings Customer experience in Thailand is still in its nascent stage. This is because firms are yet to realise their full potential as critical brand differentiators. Many

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br Sinurat, Mariana Angelia, Endang Sulistya Rini, and Rulianda Purnomo Wibowo. "The Effect of Omnichannel Strategy on Customer Loyalty through Customer Experience in KCA (Kredit Cepat Aman) Product at PT. Pegadaian (Persero) Labuhan Deli Sub-Branch." International Journal of Research and Review 9, no. 2 (2022): 181–88. http://dx.doi.org/10.52403/ijrr.20220226.

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The Industry 4.0 era is an era of innovation and prioritizing technology and digitization in carrying out daily activities. This study aims to determine how much influence the omnichannel strategy has on customer loyalty through customer experience in the KCA (KREDIT CEPAT AMAN); Fast Secured Credit product of PT Pegadaian (Persero) Labuhan Deli Sub-Branch. This research is descriptive type research with a quantitative approach. The research sample consisted of 215 KCA customers of PT Pegadaian (Persero) Labuhan Deli Sub-Branch who had made KCA pawns using at least 2 channels. Based on the for

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Olufunke Anne Alabi, Nnenna Ijeoma Okeke, Abbey Ngochindo Igwe, Onyeka Chrisanctus Ofodile, and Chikezie Paul-Mikki Ewim. "Omni-channel customer experience framework: enhancing service delivery in SMEs." World Journal of Advanced Research and Reviews 24, no. 2 (2024): 655–70. http://dx.doi.org/10.30574/wjarr.2024.24.2.3335.

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The omni-channel customer experience framework offers a comprehensive strategy for enhancing service delivery in Small and Medium Enterprises (SMEs). This review examines how the integration of multiple communication and interaction channels—both online and offline—creates seamless, consistent, and personalized customer journeys, thereby improving overall service delivery. For SMEs, adopting an omni-channel approach provides significant competitive advantages by enabling customers to engage with businesses through their preferred platforms, including websites, mobile apps, social media, in-sto

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Olufunke, Anne Alabi, Ijeoma Okeke Nnenna, Ngochindo Igwe Abbey, Chrisanctus Ofodile Onyeka, and Paul-Mikki Ewim Chikezie. "Omni-channel customer experience framework: enhancing service delivery in SMEs." World Journal of Advanced Research and Reviews 24, no. 2 (2024): 655–70. https://doi.org/10.5281/zenodo.15081729.

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The omni-channel customer experience framework offers a comprehensive strategy for enhancing service delivery in Small and Medium Enterprises (SMEs). This review examines how the integration of multiple communication and interaction channels—both online and offline—creates seamless, consistent, and personalized customer journeys, thereby improving overall service delivery. For SMEs, adopting an omni-channel approach provides significant competitive advantages by enabling customers to engage with businesses through their preferred platforms, including websites, mobile apps, social m

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Barbara Suha and Kurnia. "Social Media Activity dan Customer Experience dalam Membentuk Relationship Quality." Ganaya : Jurnal Ilmu Sosial dan Humaniora 4, no. 2 (2021): 480–90. http://dx.doi.org/10.37329/ganaya.v4i2.1346.

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Social media activities and positive user experiences are very important for Public Relations (PR) strategy in three aspects, namely as a media for presentation, communication, and improving PR performance, where social media activities that can be in line with users' positive experiences will be able to function to show organizational identity, create communication, direct decision making and improve the organization's mutual relationship strategy with its publics. This study aims to understand the relationship between social media activity and customer experience in establishing relationship

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Sahhar, Yasin, Raymond Loohuis, and Jörg Henseler. "GraphEx: visualizing and managing customer experience in its multidimensionality." Journal of Service Theory and Practice 33, no. 7 (2023): 94–115. http://dx.doi.org/10.1108/jstp-03-2023-0077.

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PurposeCustomer experience has become a vital premise in service theory and practice. Despite researchers' and managers' growing interest, the customer experience remains a complex and multidimensional concept that is challenging for service providers to understand. This study aims to graph the experience in its multidimensionality by categorizing and proposing matching practices for service marketing managers to channel and foster customer experiences in customer journeys.Design/methodology/approachTo support the predominantly conceptual nature of the study, an abductive approach underpinned

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Jeungsun Lee, Jinho Ahn,. "A Study on the Qualitative Data Analysis for Customer Experience Management Strategy." Turkish Journal of Computer and Mathematics Education (TURCOMAT) 12, no. 5 (2021): 249–56. http://dx.doi.org/10.17762/turcomat.v12i5.889.

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Securing customer experience data that creates positive emotions for customers and differentiates them from products and services from competitors is becoming important to a company's growth engine. In particular, an important factor in the management of experience data requires a qualitative-based experience data processing method to secure good experience data different from the quantitative data collection such as big data and processing method. With the emergence of the experience economy, it is very important for companies to collect and process experience data in the existing big data pr

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Lestari, Ayu, and Hanum Agnia. "Retail Business Strategy In Increasing Sales Through Innovation And Customer Experience." Jurnal Ekonomi Teknologi dan Bisnis (JETBIS) 2, no. 9 (2023): 618–22. http://dx.doi.org/10.57185/jetbis.v2i9.73.

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In retail, strategies in increasing sales through innovation and customer experience can be a critical factor in business success. In this case, artificial intelligence can be used to analyze customer data and market trends to develop innovations and customer experiences that can increase sales. To achieve this goal, it is necessary to implement an effective data management strategy and the use of appropriate technology to collect and analyze customer data in real-time. Thus, retail businesses can understand customer behavior, and design innovations that suit their needs. In addition, artifici

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Siska, Siska, Dian Nur Rahmawati, and Ilham Ilham. "Pengaruh Customer Intimacy, Customer Experience, Customer Satisfaction, dan Customer Bonding Terhadap Loyalitas Pelanggan." Jurnal Ekonomi & Manajemen Indonesia 23, no. 1 (2023): 109–25. http://dx.doi.org/10.53640/jemi.v23i1.1393.

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This study aims to determine the effect of customer intimacy, customer experience, customer satisfaction, and customer engagement on customer loyalty at the Haji Cilik shop in Tenggarong. The sample used was 105 respondents and used the sampling technique Random Sampling. This type of research is research with a quantitative approach. The research results show that the four variables, namely customer intimacy (X1), customer experience (X2), customer satisfaction (X3), and customer bonding (X4) simultaneously influence customer loyalty. Based on the partial test, the customer experience and cus

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Siska, Siska, Dian Nur Rahmawati, and Ilham Ilham. "Pengaruh Customer Intimacy, Customer Experience, Customer Satisfaction, dan Customer Bonding Terhadap Loyalitas Pelanggan." Jurnal Ekonomi & Manajemen Indonesia 23, no. 1 (2023): 109–25. http://dx.doi.org/10.53640/jemi.v23i1.1392.

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This study aims to determine the effect of customer intimacy, customer experience, customer satisfaction, and customer engagement on customer loyalty at the Haji Cilik shop in Tenggarong. The sample used was 105 respondents and used the sampling technique Random Sampling. This type of research is research with a quantitative approach. The research results show that the four variables, namely customer intimacy (X1), customer experience (X2), customer satisfaction (X3), and customer bonding (X4) simultaneously influence customer loyalty. Based on the partial test, the customer experience and cus

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Aceh Fadillah, Pilar Banda, Muhammad Adam, and Mukhlis. "The Influence of Brand Credibility and Customer Experience on Service Purchasing Behavior of Gojek in Banda Aceh with Influencer Marketing Strategy as A Mediation Variable." International Journal of Scientific and Management Research 06, no. 11 (2023): 101–10. http://dx.doi.org/10.37502/ijsmr.2023.61107.

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This research aims to test the Brand Credibility and Customer Experience effect on the Service Purchasing Behavior of Gojek Services in Banda Aceh with Influencer Marketing Strategy as a mediating variable. The population referred to is all Gojek customers in Banda Aceh. This sample size was determined using the minimum size for Structural Equation Modeling (SEM) analysis, which uses a formula of 10 times the number of indicator variables, totaling 16 indicators used, totaling 160 samples. Data were processed using the Structural Equation Modeling (SEM) method. The result shows that Brand Cred

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Rahman, Arif, Lidya Nur Hayya, Euis Ayu Indah P, and Finny Redjeki. "Adopting Omnichannel Strategies for Enhanced Customer Experience in E-Business." RIGGS: Journal of Artificial Intelligence and Digital Business 4, no. 2 (2025): 4432–37. https://doi.org/10.31004/riggs.v4i2.1248.

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The rapid advancement of digital technologies has reshaped consumer behavior and expectations in the realm of e-business. Customers today seek seamless and consistent experiences across various channels—online and offline. Omnichannel strategies have emerged as a comprehensive approach that integrates these channels to provide a unified and personalized customer experience. This paper explores the adoption of omnichannel strategies and their impact on enhancing customer experience in e-business.This study uses a qualitative-descriptive method with literature review and case analysis as its bas

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Koetz, Clara. "Managing the customer experience: a beauty retailer deploys all tactics." Journal of Business Strategy 40, no. 1 (2019): 10–17. http://dx.doi.org/10.1108/jbs-09-2017-0139.

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Purpose This paper aims to analyze the concept of customer experience in the marketing literature, identify its dimensions and applications in retail companies and integrate it with the concepts of touchpoints and consumer journey; some correlated concepts, such as customer delight and engagement, are also clarified, and an example of best practice customer experience management, using the beauty product company Sephora as a reference is provided. Design/methodology/approach The case analysis was based on an examination of available public documents, such as press articles, case studies and th

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Pine II, B. Joseph. "Designing employee experiences to create customer experience value." Strategy & Leadership 48, no. 6 (2020): 21–26. http://dx.doi.org/10.1108/sl-08-2020-0114.

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Isnaini, Fadila, Astrid Sekarkinasih Maulida, and Harisatul Agustin. "THE ROLE OF OMNICHANNEL STRATEGY AND SERVICE EXCELLENCE IN BEAUTY RETAIL." JMD : Jurnal Riset Manajemen & Bisnis Dewantara 7, no. 2 (2024): 51–60. https://doi.org/10.26533/jmd.v7i2.1338.

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In the digital era, the beauty industry has experienced rapid growth driven by technological advancements and shifting consumer behavior. The omnichannel strategy has emerged as a key approach in beauty retail to create an integrated shopping experience and enhance customer loyalty. This study aims to analyze the impact of omnichannel strategy, relationship marketing, and service quality on customer satisfaction and loyalty in Indonesia’s omnichannel beauty retail. A quantitative approach with explanatory research design was employed. Data was collected from 191 respondents who are customers o

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Mashingaidze, Sivave. "Customer experience management: New game strategy for competitiveness." Journal of Governance and Regulation 3, no. 3 (2014): 52–60. http://dx.doi.org/10.22495/jgr_v3_i3_p6.

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The main objective of this article was to do an extensive literature review of articles on customer experience management to explain the relationship between customer experience management and its factors which are supply chain management, location experience, packaging and labeling experience, atmosphere, service mix experience, promotion, customer experience, brand experience, and price experience for recommendation to the banking sector in Zimbabwe. Five modules of customer experience management which are sense, feel, think, act, and relate have also been reviewed and explored in the litera

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Xie, Lishan, Dongmei Li, and Hean Tat Keh. "Customer participation and well-being: the roles of service experience, customer empowerment and social support." Journal of Service Theory and Practice 30, no. 6 (2020): 557–84. http://dx.doi.org/10.1108/jstp-11-2019-0228.

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PurposeThis research aims to contribute to the transformative service research (TSR) literature by examining how customer participation in the service process influences their service experience and eudaimonic well-being, as moderated by customer empowerment and social support.Design/methodology/approachIn the contexts of wedding (n = 623) and tourism services (n = 520), two surveys were conducted to test the hypotheses using mediation and moderation analyses.FindingsCustomer participation had a positive effect on their well-being, as mediated by service experience. These effects were moderate

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Samsa, Çağlar, and Alpaslan Yüce. "Understanding customers hospital experience and value co-creation behavior." TQM Journal 34, no. 6 (2022): 1860–76. http://dx.doi.org/10.1108/tqm-09-2021-0282.

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PurposeThe purpose of this paper is to test what experience value factors are required to constitute customer value co-creation behavior.Design/methodology/approachThe authors collected the opinions of 395 customers who had hospital experience in the last one year and the value they perceived from these experiences through random sampling. In addition, they tested the effect of the value perceived by the customers from these experiences on the customer value co-creation behavior with the partial least structural equation modeling (PLS-SEM) model using Smart PLS 3 software.FindingsThe measureme

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Ilieva, Galina. "Тhe Positive Customer Experience as a Factor for Guest Satisfaction and Loyalty". Izvestia Journal of the Union of Scientists - Varna. Economic Sciences Series 12, № 2 (2023): 107–18. http://dx.doi.org/10.56065/ijusv-ess/2023.12.2.107.

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In the contemporary hospitality industry, superior customer experiences are essential to gaining customer loyalty and achieving a competitive advantage. The guest experience lies at the heart of hospitality and is a major driver of loyalty and personal recommendations. Guest satisfaction reflects the experience guests have in the hotel establishment. But it also reflects the performance the hotel achieves through the services it offers and the way it differentiates itself from its competitors. That is why it is important that guest satisfaction and experience are at the very heart of a hotel's

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Vieri Sasmita, Christian, and Wahyu Sardjono. "Customer Experience Evaluation on Implementation Kredit Pasti Mudah (KPM) Application AT PT. Bank XYZ." Journal of Economics and Business UBS 12, no. 2 (2023): 1337–48. http://dx.doi.org/10.52644/joeb.v12i2.208.

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Customer Experience is a perception that is felt by customers where they interact with applications, products, services from the brand of a product. Applications used by customers such as smartphones, websites, computer software, and so on. Currently application KPM that implemented CRM system at PT. BANK XYZ use has not been maximized. There is an obstacle that happening on Customer Experience in the use of KPM application and it’s affecting the Customer Satisfaction. The purpose of this study is to find out what variables contribute in the practices that the company have an obstacle between

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Vieri Sasmita, Christian, and Wahyu Sardjono. "Customer Experience Evaluation on Implementation Kredit Pasti Mudah (KPM) Application AT PT. Bank XYZ." Journal of Economics and Business UBS 12, no. 2 (2023): 1080–91. http://dx.doi.org/10.52644/joeb.v12i2.210.

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Customer Experience is a perception that is felt by customers where they interact with applications, products, services from the brand of a product. Applications used by customers such as smartphones, websites, computer software, and so on. Currently application KPM that implemented CRM system at PT. BANK XYZ use has not been maximized. There is an obstacle that happening on Customer Experience in the use of KPM application and it’s affecting the Customer Satisfaction. The purpose of this study is to find out what variables contribute in the practices that the company have an obstacle between

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Verleye, Katrien. "The co-creation experience from the customer perspective: its measurement and determinants." Journal of Service Management 26, no. 2 (2015): 321–42. http://dx.doi.org/10.1108/josm-09-2014-0254.

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Purpose – Companies increasingly opt for co-creation by engaging customers in new product and service development processes. The purpose of this paper is to provide insight into the customer experience in co-creation situations and its determinants. Design/methodology/approach – The conceptual framework addresses the customer experience in co-creation situations, and its individual and environmental determinants. To examine the degree to which these determinants affect the customer experience in co-creation situations, the author starts by proposing and testing a multidimensional co-creation e

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Sahhar, Yasin, Raymond Loohuis, and Jörg Henseler. "Towards a circumplex typology of customer service experience management practices: a dyadic perspective." Journal of Service Theory and Practice 31, no. 3 (2021): 366–95. http://dx.doi.org/10.1108/jstp-06-2020-0118.

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PurposeThe purpose of this study is to identify the practices used by service providers to manage the customer service experience (CSE) across multiple phases of the customer journey in a business-to-business (B2B) setting.Design/methodology/approachThis study comprises an ethnography that investigates in real time, from a dyadic perspective, and the CSE management practices at two service providers operating in knowledge-intensive service industries over a period of eight months. Analytically, the study concentrates on critical events that occurred in phases of the customer journey that in so

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Kemppainen, Tiina, and Outi Uusitalo. "Introducing a sensemaking perspective to the service experience." Journal of Service Theory and Practice 32, no. 2 (2021): 283–301. http://dx.doi.org/10.1108/jstp-02-2021-0030.

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PurposeMost recent service experience research considers customers as sensemakers and sensemaking as a focal process in experience construction. Despite this, the sensemaking theory engendered in organization studies has not been applied in the quest for an in-depth understanding of the service experience. This study introduces a sensemaking perspective to the service experience and develops a conceptualization of how customers construct their experiences cognitively through sensemaking.Design/methodology/approachThe service experience literature is dominated by a focus on firms implementing s

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Endang Susilowati. "Strategy to Win Global Competition By Improving Indihome's Excellent End to End Digital Customer Experience (CX) based on Transdisciplinary Research." Journal of Management and Energy Business 1, no. 1 (2022): 31–44. http://dx.doi.org/10.54595/jmeb.v1i1.26.

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The main issue of this proposal is the poor Customer Experience of Indihome customers in an era that is "forced" digitally faster amid covid conditions, including temporary and partial service handling, corrective solution approaches, inaccurate determination of root cause analysis, negative sentiment on social media and many customer problems that are not complete end to end but are more escalated to people known in the company Telkom so that transdisipliner research is needed to solve this complex problem in the digital era and post-disciplinary approach. Data will be obtained from the voice

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Endang Susilowati. "Strategy to Win Global Competition By Improving Indihome's Excellent End to End Digital Customer Experience (CX) based on Transdisciplinary Research." Journal of Management and Energy Business 2, no. 1 (2022): 31–44. http://dx.doi.org/10.54595/jmeb.v2i1.26.

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The main issue of this proposal is the poor Customer Experience of Indihome customers in an era that is "forced" digitally faster amid covid conditions, including temporary and partial service handling, corrective solution approaches, inaccurate determination of root cause analysis, negative sentiment on social media and many customer problems that are not complete end to end but are more escalated to people known in the company Telkom so that transdisipliner research is needed to solve this complex problem in the digital era and post-disciplinary approach. Data will be obtained from the voice

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Martens, Carmen, Jasmien Herssens, and Cécile Delcourt. "Design Supporting a ‘Customer-Perceived Intimacy’-Strategy in Healthcare Services." Proceedings of the Design Society: International Conference on Engineering Design 1, no. 1 (2019): 927–36. http://dx.doi.org/10.1017/dsi.2019.97.

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AbstractGiven that we live in a time within a growing competitive healthcare market, the customer experience and healing opportunities are on top of the priority list. However, little attention has been dedicated on how to merge the disciplines of architecture, healthcare and management to create healthcare environments to enhance the customer experience and the healing process. The goal of this paper is to explore how design can foster customer-perceived intimacy within a healthcare context to achieve enhanced customer outcomes, such as customer well-being. Understanding the importance of cus

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Matzler, Kurt, Andreas Strobl, Norbert Thurner, and Johann Füller. "Switching experience, customer satisfaction, and switching costs in the ICT industry." Journal of Service Management 26, no. 1 (2015): 117–36. http://dx.doi.org/10.1108/josm-04-2014-0101.

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Purpose – Stabilizing business in highly competitive and volatile business-to-business (B2B) markets is a strategic imperative for many companies. In such a context, customer retention through the creation of switching barriers (i.e. by increasing switching costs) is a common strategy. The purpose of this paper is to develop a network of relationships among customer switching experience, customer satisfaction, perceived switching costs, and behavioral loyalty intentions. Design/methodology/approach – Survey data were collected from 327 business customers (very small enterprises with fewer than

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Andini, Alivia, and Meylani Tuti. "Increasing Brand Loyalty Through Cultivating Brand Love." International Journal of Scientific Research and Management (IJSRM) 12, no. 05 (2024): 6279–90. http://dx.doi.org/10.18535/ijsrm/v12i05.em03.

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The purpose of this study is to ascertain how customer value, customer satisfaction, and customer experience relate to brand love and brand loyalty. The research population comprises Starbucks customers as of December 2023. Purposive sampling, which involved selecting customers who had made purchases more than twice, was the sample strategy employed. A total of 250 people's data were gathered. SEM is the data analysis technique employed in this study with Smart PLS assistance. The study's findings indicate that brand love is influenced by customer value, customer satisfaction, and customer exp

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Mokha, Anupreet Kaur, and Pushpender Kumar. "Examining the Interconnections Between E-CRM, Customer Experience, Customer Satisfaction and Customer Loyalty." Journal of Electronic Commerce in Organizations 20, no. 1 (2022): 1–21. http://dx.doi.org/10.4018/jeco.292474.

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This study examines the impact of electronic customer relationship management (E-CRM) on customer loyalty through the mediating effects of customer experience and customer satisfaction in the context of the banking industry. Customer experience and customer satisfaction are considered to be pre-requisite tools for improving and enhancing long-lasting relationships with customers. The study has adopted Stimulus-Organism-Response (S-O-R) model as theoretical support to examine the relationships. To achieve the objectives, the data was gathered from 836 banks’ customers of India. The data was the

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Bupu, Roswita, Mohamad Sodikin, and Sanchita Sanchita. "Towards Customer Satisfaction: The Role of Customer Relationship Management, Service Quality, and Customer Perceptions." Journal of Digital Marketing and Halal Industry 5, no. 1 (2023): 41–56. http://dx.doi.org/10.21580/jdmhi.2023.5.1.15991.

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Orientation and focus on customer satisfaction is an important part of efforts to improve sustainable organizational performance. The Customer Relationship Management (CRM) strategy is part of an effort to find, collect, store information about customers and implement it in all parts of the organization so as to provide a unique experience for customers. However, most of the previous studies have focused on the effect of CRM on companies and few have reviewed CRM in the context of customer perceptions. Drawing based on congruity theory, this study aims to examine the effect of CRM on customer

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Setiawan, Agef, and Eti Arini. "PENGARUH STRATEGI CUSTOMER BONDING TERHADAP LOYALITAS NASABAH PT. BANK SYARIAH ADAM KANTOR CABANG BENGKULU (STUDI PADA NASABAH PEMBIAYAAN MURABAHAH)." (JEMS) Jurnal Entrepreneur dan Manajemen Sains 3, no. 1 (2022): 49–56. http://dx.doi.org/10.36085/jems.v3i1.2734.

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This study aims to determine the effect of customer bonding strategy on customer loyalty PT. Adam Syariah Bank Bengkulu Branch Office (Study on Murabahah Financing Customers). This type of research is a quantitative approach. The population in this study is the population in this study were 67 customers of the Adam Syariah Bank Bengkulu Branch. Incidental sampling technique. A good total sampling technique is used if the total population < 100. So the number of samples from this study is 67 customers. Based on the results of research on the Influence of Customer Bonding Strategy on Customer

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Cutcher, Leanne. "Service sells: Exploring connections between customer service strategy and the psychological contract." Journal of Management & Organization 14, no. 2 (2008): 116–26. http://dx.doi.org/10.1017/s1833367200003333.

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AbstractDrawing on detailed qualitative case study evidence from four retail banking organisations, this article highlights the connections between customer relations strategy, the psychological contract and employee behaviour. The purpose of the research is to extend our understanding of the links between employees and customers by showing how this relationship evolves over time and by highlighting that a front-line employee's service orientation needs to be understood within the broader context of the employee's service experience. It is suggested that a better understanding of these connect

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Cutcher, Leanne. "Service sells: Exploring connections between customer service strategy and the psychological contract." Journal of Management & Organization 14, no. 2 (2008): 116–26. http://dx.doi.org/10.5172/jmo.837.14.2.116.

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AbstractDrawing on detailed qualitative case study evidence from four retail banking organisations, this article highlights the connections between customer relations strategy, the psychological contract and employee behaviour. The purpose of the research is to extend our understanding of the links between employees and customers by showing how this relationship evolves over time and by highlighting that a front-line employee's service orientation needs to be understood within the broader context of the employee's service experience. It is suggested that a better understanding of these connect

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Simwanza, Martha Mumbi, and Olawumi Dele Awolusi. "Customer Experience Monitoring: A Study of Zambian Banks." Journal of Education and Vocational Research 10, no. 2(V) (2020): 1–17. http://dx.doi.org/10.22610/jevr.v10i2(v).2890.

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The fast growing level of competitiveness and fundamental amendments in the world of business especially in the banking sector nowadays are pushing firms and for that matter banks to implement a customer-based strategy, which proves the importance of customer experience monitoring constructs such as customer experience and satisfaction, quality of service, and customer loyalty in explaining a bankâ€™s performance. Consequently, this study seeks to develop and empirically test customer experience monitory and evaluation and also to study the influences of service quality, customer satisfaction,

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Hery Derajad Wijaya. "Strategi Customer-Centric dalam Marketing: Dampaknya pada Loyalitas dan Retensi Pelanggan." JURNAL MANAJEMEN DAN BISNIS EKONOMI 1, no. 1 (2023): 267–79. https://doi.org/10.54066/jmbe-itb.v3i1.2799.

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In the era of economic globalization, companies face complex challenges in meeting the ever-evolving needs of customers. The customer-centric strategy, which focuses on a deep understanding of customer preferences and experiences, has become increasingly relevant amidst intense competition and advancements in information technology. This study aims to explore the impact of customer-centric strategies on customer loyalty and retention in the retail and e-commerce sectors. Using a quantitative approach, data was collected through a survey of 200 customers who had interacted with the company for

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