Relevant bibliographies by topics / Customer experience / Dissertations / Theses
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Dissertations / Theses on the topic 'Customer experience'

Author: Grafiati
Published: 4 June 2021
Last updated: 25 July 2025

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1

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

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Thus far the existing literature regarding customer experience has not examined the concept considering the influence of different online environments. However, this research gap has been addressed from all quarters. Given the ongoing shift from online environments enabled by stationary desktop devices to mobile online environments, it is important to gain understanding about the dynamics between the customer experience and these aforementioned online environments, that are selected under examination in this study. The aim of the study is to strengthen understanding of customer experience i
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Sukhu, Anupama. "Transcendent Experience: Role of Emotional Intelligence in Customer Experience." The Ohio State University, 2015. http://rave.ohiolink.edu/etdc/view?acc_num=osu1431002170.

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Verbauskienė, Lina. "Effect of customer experience on satisfaction and intentions of hospitality customers." Doctoral thesis, Lithuanian Academic Libraries Network (LABT), 2014. http://vddb.library.lt/obj/LT-eLABa-0001:E.02~2014~D_20141222_102513-16573.

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The analysis of the concept of customer experience, the types and peculiarities of customer experience, the concepts of experience and experiential marketing, the meaning and differences between these two concepts, the main aspects and peculiarities of these concepts are presented in the theoretical part of the thesis. This part of the paper also focuses on the explanation of the concept of hospitality and the composition of the sector of hospitality services. The peculiarities of hospitality customers, their experiences and application of experience marketing in the sector of hospitality are
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Anaman, Michael. "Toward a model of customer experience." Thesis, Brunel University, 2010. http://bura.brunel.ac.uk/handle/2438/5685.

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Retaining high-value and profitable customers is a major strategic objective for many companies. In mature mobile phone markets where growth has slowed, the defection of customers from one network to another has intensified and is strongly fuelled by poor Customer Experience. Trends in the service economy suggest that experience can be exploited as a means of supplying the basis of a new economic offering, ignited in part by the shift that is taking place in the analysis of people’s interaction with digital products. In this light, the research describes a strategic approach to the use of Info
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Manente, Marco <1993&gt. "Creating the customer experience in luxury." Master's Degree Thesis, Università Ca' Foscari Venezia, 2021. http://hdl.handle.net/10579/18587.

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In this dissertation, the main aim is to create the customer experience in the luxury sector through the description of the theoretical and practical frameworks of experience and successively comparing them in the luxury world. The first part will concern the proposed definitions and conceptual models useful to implement experience. Following the first part dedicated to experience only, its peculiar aspects in the luxury context will be explained in the second part. In the third and last part, a qualitative analysis about different case studies in different luxury industries will be developed
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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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Nyberg, Emma, and Mathias Soini. "Experiential Marketing and Customer Experience - How apparel stores build customer experience and interaction using in-store touchpoints." Thesis, Högskolan i Jönköping, Internationella Handelshögskolan, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-35648.

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Abstract Purpose:The purpose of this study is to explore in-store touchpoints that help creating a positive customer experience in apparel stores. The aim of this thesis is to provide further insight that may be used for implementation of experiential marketing in stores.   Problem:As e-commerce channels are gaining more customers to the detriment of brick and mortar stores, the authors of this thesis believe it is relevant to study what apparel stores can do to enhance their customer experience. There is substantial research done on customer experience but not as much on the combination of to
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Kong, Xiangyu. "Exploring online customer experience : website features, customer activities and repurchase intentions." Thesis, University of Warwick, 2011. http://wrap.warwick.ac.uk/46789/.

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The purpose of this research is to provide a better understanding of customer experience as to how it could be used to contribute to experience-based design in the context of online retail services. The review of literature suggested that a good customer experience may bring various benefits to service organisations. However, many of the existing studies appear to be focused on traditional face-to-face services rather than e-services. Moreover, although it is proposed that services should be designed based on the customer experience, little literature was available to suggest how it could be d
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Pettersson, John. "Unifying the offline and online customer experience : An exploratory study of omni channel customer experience in furniture retail industry in Sweden." Thesis, KTH, Skolan för datavetenskap och kommunikation (CSC), 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-171040.

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This study attempts to identify possibilities for creating a unified offline and online customer experience across communication channels in a retail company. With the current technological development and the trend of customers shifting more to the online channel, the customers also expect more from this communication channel. Within the online channel a development into an omni- channel (unified experience across channels) approach is leading to new possibilities, and keeping up with the development will support companies to keep their competitive advantage. The study reviews a case (Mio) wi
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Palm, Sofia, and Rasmus Lundborg. "The Customer Experience in Online Product Communities." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-16064.

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Syfte: Syftet med denna studie är att undersöka hur kundens upplevelse formas i kontexten online product community, utifrån ett multidimensionellt perspektiv på kundupplevelsen.   Metod: Med bakgrund mot studiens syfte var det passande att använda en kvalitativ metod. Detta fenomen studerades genom en flerfallsstudie som den övergripande undersökningsdesignen.  Semi-strukturerade intervjuer har genomförts med respondenter från tre olika online product communities. Materialet har sedan analyserat genom en abduktiv analysmetod som är inspirerad av grounded theory.   Resultat &amp; slutsats: Stud
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Högnäs, Ylva, and Minja Lendahl. "Augmented Reality : How it influences customer experience." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-355167.

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Augmented reality (AR) has emerged as a new interactive technology that enables marketers to craft an immersive experience for customers. The technology complaints the physical environment with virtual objects, and thus have the unique power to put the (virtual) product in the hands of the consumer. This provides marketers with a new option for reaching out and engaging with customers. Although the AR market is estimated to grow exponentially by the year 2023, little is known about how AR-applications on smart devices influence customer experience. This thesis addresses the research gap by exp
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Stein, Alisha Sarah. "A real-time assessment of customer experience." Thesis, Curtin University, 2015. http://hdl.handle.net/20.500.11937/1273.

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We have now entered into the age of the customer, a time where competing through traditional methods is no longer valid; it is the customer experience that is crucial to gaining a competitive advantage. Despite the recognition of the importance of customer experience, there is a considerable dearth of knowledge among both academics and practitioners on aspects relating to customer experience including the drivers, measurement and value it provides to firms. In an attempt to move forward the body of knowledge on customer experience, the researcher set out to answer the following research questi
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Sundström, Gema, and Guha Kashyap. "CEMenting Growth : Customer Experience Management as a driver of Growth." Thesis, Högskolan i Halmstad, Akademin för ekonomi, teknik och naturvetenskap, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-31490.

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Purpose: The purpose of this study is the purpose of this study is to gain a more in-depth understanding of customer experience management and how it enables growth within an organization. Background: Customer Experience Management has been described as a process where the entire experience of a customer with a product/service and a company is strategically managed. It has been highlighted as a key area for organisations to focus on, yet, CEM is continuously being researched both by researchers and business practitioners as there is still a vague understanding on the topic. Nonetheless, CEM ha
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Eriksson, Linus, and Emmy Rosander. "Embrace the Experience : A multiple case study of customer experience strategies within the Swedish retail market." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-105771.

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The concept of customer experience has an increasing interest among organizations today since customers have become picky and demands for an experience are an existing fact. In the early 2000s, a paradigm shift was found, where focus from a goods-dominant logic was moved to a service-dominant logic which came to have a great impact on how to manage customer experiences today. Digitalization in society has increased which has created both opportunities and difficulties for organizations. A new norm has emerged where organizations implement an omnichannel strategy. In turn, omnichannel marketing
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Schmitz, Thorsten, Ai Xu, and Zhibing Mo. "Engaging Customers : How e-commerce companies can use customer involvement to create a superior online shopping experience." Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-13022.

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Topic: Co-creation of experience Research gap: The number of papers focusing on customer involvement and customer experience has increased significantly in recent years. However, there is a lack of studies on how companies can use customer involvement for creating a better customer experience jointly with customers, which Prahalad &amp; Ramaswamy (2000, 2003, 2004) refer to as the co-creation of experience. Purpose: By this paper we want to develop an understanding of how e-commerce companies can use customer involvement to create a superior online shopping experience. Theoretical basis of our
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Amoah, Felix. "Customer satisfaction with the guesthouse experience in Ghana." Thesis, Nelson Mandela Metropolitan University, 2016. http://hdl.handle.net/10948/6073.

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Guesthouse accommodation plays an important role in Ghana’s hospitality industry and was therefore the focus of this study as little research dealing with guesthouses in Ghana could be found. The number of guesthouses in Ghana continues to grow and they thus represent an important alternative to hotels. However, these establishments seem to perform poorly and face several challenges such as lack of managerial knowledge, insufficiently skilled employees, poor interaction with customers, and criticisms of the provision of low quality service. The main reason for undertaking this research was to
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Süss, Christoffer. "Motivbefriedigung durch customer experience das Erfolgsgeheimnis der Premiummarken?" München FGM-Verl, 2007. http://deposit.d-nb.de/cgi-bin/dokserv?id=3000932&prov=M&dok_var=1&dok_ext=htm.

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Jozic, Danijel [Verfasser], and Christian [Akademischer Betreuer] Homburg. "Customer experience management / Danijel Jozic ; Betreuer: Christian Homburg." Mannheim : Universitätsbibliothek Mannheim, 2015. http://d-nb.info/1122019513/34.

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Yang, Yaxing, and 杨雅星. "Item-level RFID-based customer shopping experience enhancement." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2014. http://hdl.handle.net/10722/208567.

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To survive and thrive in the customer-oriented global market, retail companies have to make persistent efforts to provide customers with satisfactory shopping experience enriched by leisure process, interaction for merchandise information and personalised assistance. In traditional retail stores, customers’ needs cannot be fully satisfied due to difficulties in locating target products, out-of-stocks, a lack of professional assistance for product selection, and long waiting for payments. The relative visibility and traceability of individual items provided by the radio frequency identifi
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Lagerwall, Cecilia. "Advisory support for increased efficiency and customer experience." Thesis, Linköpings universitet, Medie- och Informationsteknik, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-148451.

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Juridik är för många svårt att förstå och många tror att det är dyrt att få juridisk rådgivning. Det är inte heller alla som är medvetna om vad lagen säger i olika livssituationer. Exempelvis ärver sambos inte varandra och ett minderårigt barn måste få ut sitt arv i likvida medel. Syftet med det här examensarbetet har varit att skapa ett verktyg som genererar ett juridiskt och personligt dokument baserat på den berördas livssituation. Dokumentet ska innehålla en rekommendation av vilka juridiska avtal kund behöver och varför de behövs. Verktyget har utvecklats för jurister och dokumentationen
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Virkkala, P. (Peetu). "Remodeling hardware store customer experience towards digital era." Bachelor's thesis, University of Oulu, 2018. http://urn.fi/URN:NBN:fi:oulu-201802271266.

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When approaching digital era of retail, customer’s expectations are changing fast. This accelerating change leads to situation, where companies have to adapt to changes much faster than ever before, and do changes which have fundamental effects to ways how companies implement their retail business. Many hardware retail companies have huge difficulties to adapt to these changes which put them at risk to lose their market position. If these companies want to survive in digital era, they have to adapt fast to these ongoing changes. In this study, the objective is to investigate how hardware store
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Ramathe, Jacob. "The antecedents of customer experience in retail banking." Diss., University of Pretoria, 2010. http://hdl.handle.net/2263/25671.

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Customer experience in retail banking has become a key source of differentiation. Increased competition in the financial services industry and the global financial crisis caused financial institutions to find themselves in a difficult operating environment. A sustainable competitive advantage in the current environment cannot be achieved only through excellent service delivery, service quality and prices, but through the creation of memorable customer experiences. The current study expands on the conceptual framework for the creation of customer experience proposed by Verhoef, Lemon, Parasuram
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Carlwe, Alfred, and Oscar Kylberg. "Customer experience in retail banking : A swedish study." Thesis, Karlstads universitet, Handelshögskolan (from 2013), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-80774.

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Customer experience has become more difficult for companies to control with the expanding number of touch points that the companies must be aware off. One of the major reasons behind the expanding number of touch points has been digitalization. The financial sector is not excluded from this change. With the digitalization continuously improving and new financial technology (fintech) being developed, things might have changed. For example, bank offices and employees have been viewed as important in earlier studies, but has this changed? What is important and affects the customer experience in t
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Bhatti, Areeb. "Internet of Equipment : Enhancing customer value and experience." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Företagsekonomi, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-43933.

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Background: Organizations are continuously challenged to create differentiated customer value and experience to increase profitability and gain competitive advantage. At the same time, the fast-paced advancement of technologies provides the opportunity to the organizations to create a differentiated customer value by offering innovative products and services. Internet of things (IoTs) is one such emerging technology that brings within itself opportunities and challenges to be addressed. However, so far research has not sufficiently followed how the utilization of IoTs can enhance customer valu
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Bernardi, Giacomo <1991&gt. "La digital customer experience nello sportswear: verso l’omnicanalità." Master's Degree Thesis, Università Ca' Foscari Venezia, 2016. http://hdl.handle.net/10579/8591.

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L’elaborato di tesi ha l’obiettivo di analizzare la digital customer experience nello sportswear e la conseguente elaborazione di riflessioni e previsioni sull’evoluzione del settore verso strategie omnichannel. La trattazione inizia con un esame della letteratura esistente in merito all’evoluzione delle abitudini di acquisto delle persone. Partendo dal tunnel tradizionale si esamineranno i passi successivi che portano alla proposta del modello del customer decision journey, il quale descrive in maniera circolare le fasi del processo di consumo. Emergerà da questa analisi l’importanza dell’es
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Fors, Hanna, and Johanna Hyllander. "The Physical Store Experience : A qualitative study on how in-store experiences influence store attractiveness." Thesis, Högskolan Kristianstad, Fakulteten för ekonomi, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-20831.

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Today, brick-and-mortar retailers are facing changes, as we are moving away from a service economy towards an experience economy. These changes reshape customers´ preferences. Reatilers have shown an inability to adapt to these changes, indicating that there is a need for further insights on the subject. To address this lack of knowledge, this thesis aimed at investigating the customer experience in brick-and-mortar fashion retailers in order to obtain knowledge about how experiential offerings create perceived value and customer satisfaction, which ultimately leads to store attractiveness.  T
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Hammers, Karin, Almina Herrlin, and Adam Johansson. "Customer experience through packaging in an online context : Creating value to neo-luxury customers in Generation Y." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-96059.

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The development of technology has contributed to a fast-growing market for e- commerce. Through e-commerce, the physical interaction has decreased, and new interaction tools have been implemented to gain competitive advantage. Packaging is one way to communicate with customers and often the first physical contact with brands when purchasing online. Packaging can create value and enhance the customer experience. The purpose of this research, from a business perspective, is to investigate how designed packaging from an online neo-luxury brand affects customers within Generation Y (1980-1994) whe
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Drotskie, Adri. "Customer experience as the strategic differentiator in retail banking." Thesis, Stellenbosch : University of Stellenbosch, 2009. http://hdl.handle.net/10019.1/1373.

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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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Fineman, Andrea. "Leveraging Customer Loyalty Data to Personalize the Service Experience." Research Showcase @ CMU, 2015. http://repository.cmu.edu/theses/85.

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Most people value the highly personalized service they receive from their barber, handyman, or financial advisor. These providers get to know individual customers, and they tailor their offerings to better match specific needs. This leads to loyalty, as customers return for the personal service. Interestingly, many national and international services (including retail stores, airlines, and hotels) buy their customers’ loyalty by running loyalty programs that offer points and rewards. Loyalty programs collect information on individual customers; however, this information never gets passed on to
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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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Izogo, Ernest Emeka. "Online customer experience in an emerging e-retail market." Thesis, University of Hull, 2017. http://hydra.hull.ac.uk/resources/hull:16476.

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Although customer experience has attracted significant attention in marketing theorizing for over three decades, research has barely progressed beyond the traditional conceptualizations of the concept. Specifically, research on multichannel retailing experience is scarce and fragmented despite previous calls to investigate how customer experience can be optimized at different channels. Additionally, although eWOM is fast supplanting traditional WOM as a determinant of consumer behavior whilst Internet platforms have been declared the future fronts for successful customer relationship managemen
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Ismail, S. "Customer satisfaction of dining experience in Malaysian Malay restaurants." Thesis, Bournemouth University, 2012. http://eprints.bournemouth.ac.uk/20751/.

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The subject of this Ph.D. thesis is Customer Satisfaction in Malaysian Malay Restaurants Dining Experience. The research was conducted in three Malay family restaurants in Malaysia by using an inductive Case Study research approach. The aim of the research was to propose a conceptual framework for customer satisfaction dining experience. It focused on dining experience satisfaction consumption related to factors in, and the management of, customer satisfaction. The implications of the findings provide a theoretical and methodological contribution to the knowledge in both, Malaysia and the rest
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Mattila, J. (Juho). "Customer experience management in digital channels with marketing automation." Master's thesis, University of Oulu, 2016. http://urn.fi/URN:NBN:fi:oulu-201601291092.

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Superior customer experience and successful customer experience management can create a competitive advantage that is difficult to match by the competitors. However managing customer experience successfully the customer experience needs to be considered in the context of multiple marketing channels and multiple customer segments which requires a lot of resources. With the difficult financial conditions today the use of technology and marketing automation offer companies a chance to work efficiently across the marketing channels and segments. Managing customer relationships and customer experi
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GIRALDI, LUCA. "Customer Experience: tecnologie abilitanti in una trasformazione digitale omnicanale." Doctoral thesis, Università Politecnica delle Marche, 2019. http://hdl.handle.net/11566/263084.

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Il mondo del Retail, dalla grande distribuzione fino al commercio al dettaglio, vive oggi una trasformazione digitale che ha completamente rivoluzionato i modi di offerta e di acquisto, nonché le aspettative ed abitudini dei clienti. Le aziende non vendono più solo un prodotto, ma un’esperienza completa (customer experience), coinvolgente, personalizzata, capace di adattarsi alle esigenze del cliente e rispondere ai suoi desideri. Tale esperienza si snoda attraverso un complesso percorso di interazioni tra il cliente e il brand su diversi canali, dai social media, ai siti web, ai negozi fisici
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Bernier, Aline <1991&gt. "Measuring Customer Experience in the Italian retail grocery sector." Master's Degree Thesis, Università Ca' Foscari Venezia, 2018. http://hdl.handle.net/10579/12178.

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The diffusion of new digital technologies is changing the consumer and his needs, he is becoming far more informed and demanding with strong implications for players in every sector who needs to adapt and keep up the pace of change in order to survive. The retail food industry is a highly competitive and challenging industry that has been experiencing significant change. We are currently entering the so-called fourth Era of Retail, which is appointed as the “Omnichannel retailing”, and will be characterised by the predominant and central role of technology. In fact, digital innovations repres
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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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Oliveira, Beatriz Braga de. "Online customer experience : a model to assess and benchmark customers experience." Master's thesis, 2021. http://hdl.handle.net/10400.14/36869.

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E-commerce has become an essential and highly competitive channel for eretailers, who have felt the need to invest in the experience delivered to customers, to differentiate from the competition. Customer experience has become one of the most critical determinants of success for an online business. However, much of the existing literature focuses on consumer perceptions and does not investigate this concept from a management perspective. Additionally, it also does not consider the latest technological developments such as artificial intelligence, augmented reality and virtual reality. This stu
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Wu, Pei-Hua, and 吳佩華. "Customer Experience and Customer Experience Management in Apparel Industry： Comparison between Positive and Negative Experience." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/86406757775571363942.

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碩士<br>大葉大學<br>人力資源暨公共關係學系<br>99<br>Customer Experience and Customer Experience Management in Apparel Industry： Comparison between Positive and Negative Experience Student:Pei-Hua Wu Advisor: Chui-Lu Fan Da-Yeh University ABSTRACT This study used a high degree of customer contact with the clothing industry as a research topic, and the sequence of events using subjective techniques (subjective sequential incidents technique, SSIT) as a research method, analysis of customer information both positive and negative consumer experiences, and stand in the customer's persp
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Yun, Chen Li, and 陳麗雲. "Outpatient Customer Experience and Customer Experience Management：From a Perspective Of Two-Factor Theory." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/47296042980949515692.

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碩士<br>大葉大學<br>管理學院碩士在職專班<br>100<br>This case study was undertaken as a qualitative research. From the customers’ perspectives, we explored the outpatient customers with positive experiences on their satisfaction and negative experiences on their dissatisfaction during the process of medicial care. The back-grounds of these Interviewees were friends, colleagues, and MBA, EMBA in Da-Yeh University. We collected 38 positive-experienced stories and 38 negative-experienced stories. The data were analyzed with (Situation-Clue Technique, SCT) which included situation con-cept to investigate all the
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Kiseleva, Anna, and 柯安娜. "Understanding Facebook Commerce Customer Experience." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/ztfwzp.

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碩士<br>國立中山大學<br>國際經營管理碩士學程<br>103<br>Commerce on Facebook is constantly getting popular in the age of high social media penetration. Besides being fans of well-known brands, consumers already get used to be part of various shopping groups on Facebook. However, there is little research has been done on purchase intention on Facebook shopping groups. Indeed customer experiences on Facebook commerce can explain why growing number of customers prefer to make purchase in social networking sites. The research model introduces the relationship among customer experience, trust, and involvement with F
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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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Lin, Yu-Chu, and 林祐竹. "Research of Customer Experience and Customer Loyalty of Fitness Club." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/rn8m89.

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碩士<br>國立中山大學<br>企業管理學系研究所<br>106<br>The object of this study is to figure out the relationship between Customer Experience and Customer Loyalty. According to Customer Relationship Management theory, Relational Bonds, Relational Quality, Service Quality and Customer Satisfaction are also important relevant variables that need to be discussed. So the study based on the six aspects to develop questionnaire in order to collect valid data. Through statistical analyses, the results show: 1.Customer Experience has positive influence on Customer Loyalty, besides, Relational Bonds and Relational Qualit
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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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Nogueira, Raquel Filipa Tavares. "Estágio Curricular: LOBA Customer Experience Design." Master's thesis, 2019. http://hdl.handle.net/10400.26/31619.

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No presente século, muitas empresas em Portugal candidatam-se a programas europeus, especialmente com o intuito de obterem fundos essenciais ao financiamento das suas ações. Para estas empresas, a Comunicação e Disseminação do desenrolar destes programas é fundamental por diferentes motivos. Com efeito, para os Projetos Europeus, a Comunicação e Disseminação é uma tarefa de bastante importância. É uma forma de expor o trabalho realizado nos projetos, ou seja, a partilha dos resultados dos mesmos, de tudo o que é feito e das suas conclusões. Para além de todas as empresas que fazem parte do con
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Félix, Gonçalo Raposo. "Reinventing a bakery through customer experience." Master's thesis, 2013. http://hdl.handle.net/10400.14/13436.

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The bakery sector in Portugal is stagnated, lacks innovation and professionalism; stores are quite homogeneous and few make efforts to get a competitive advantage. People lost the “ritual” of having breakfast or afternoon lunch outside. Many retailers closed doors in response to the decreasing consumption and excessive competition while others, with new value propositions, strive to differentiate and even charge premium prices. A Padaria is one of the recent success cases in this market, with a company-owned chain of bakeries wisely positioned in Lisbon, Carvalho, the owner, was able to recre
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Saunders, Brandon. "Customer centricity as an experience economy." Thesis, 2012. http://hdl.handle.net/10210/7352.

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M.B.A.<br>The question then arises is there not perhaps a fourth level of economic value as a result of engineering experiences for customers, and in being truly customer centric? The aim of this dissertation is to develop a model to understand the economic value in customer centric business models that engineer customer experiences through understanding customer behaviour. The aim is to: • To review current and proposed customer centric business models in various published literature in order to develop a collaborative customer centric business model. • To review literature and secondary sour
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Hung, Hung Shin, and 洪信宏. "Customer Experience Management and Relationship Cultivation." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/90490741240887353719.

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碩士<br>大葉大學<br>管理學院碩士在職專班<br>100<br>Service failure and service recovery are frequently discussed in academic circles. This study is based on case of restaurant business to explore and combined the relation-ship quality index with the relationship culture to see if it is in conformity with the index and effect after being recovered from service failure of restaurant business.
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CHEN, SHUu-MEI, and 陳淑梅. "Customer Experience, Customer Satisfaction, and Revisit Intentions of Leisure Agriculture Areas." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/qzc62z.

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碩士<br>崇右影藝科技大學<br>經營管理系<br>106<br>Leisure agriculture areas are the best places for student field trips and for modern people to get close to nature and experience farm life. The experiential activities that are offered the marketing methods of leisure agriculture areas. Yet, leisure agriculture areas are facing growing pressure from competitors, and researchers have gained interest in whether or not leisure agriculture areas can increase customer satisfaction and further increase revisit intentions through customer experience. This study ascertains the effect of leisure agriculture area custo
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