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Dissertations / Theses on the topic 'Customer experience'
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Mäkinen, H. (Heidi). "Customer experience in online environments." Master's thesis, University of Oulu, 2018. http://urn.fi/URN:NBN:fi:oulu-201806062491.
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Thus far the existing literature regarding customer experience has not examined the concept considering the influence of different online environments. However, this research gap has been addressed from all quarters. Given the ongoing shift from online environments enabled by stationary desktop devices to mobile online environments, it is important to gain understanding about the dynamics between the customer experience and these aforementioned online environments, that are selected under examination in this study.
The aim of the study is to strengthen understanding of customer experience in the context of online environments. This study enhances extant knowledge from consumers viewpoint in an international setting by concerning the core components of online customer experience based on the conceptualization of Trevinal & Stenger (2014).
This Master’s thesis carries out a study particularly focusing on the target group of young women. Following the principles of exploratory qualitative research, the empirical data was collected in semi-structured interviews with seventeen Finnish and Russian citizens, who on a frequent basis utilise the environments under examination. Data analysis was conducted by means of template analysis.
This study makes a general remark that consumers continuously strive for optimising their experience online. The findings outline that the most optimal customer experience online develops in a situational manner, where the attributes of online environments and the components that form the experience, in addition to the cultural influences, have a significant effect on the ultimate customer experience online. As for culture influencing the experience, the results outline that values such as trust and privacy have a great impact on the experience when comparing different nationalities.
Managers responsible for designing the winning online customer experience should be aware of the influence of different online environments in addition to culture. The results of this study offer useful information about consumer behaviour and explain why consumers choose certain environments to accomplish their tasks online.
This study contributes the literature by providing empirical evidence regarding the key components of customer experience online along with outlining the influence of different online environments. For future research, there is a need for continuing the exploration as consumers adopt more and more recent technologies to enhance their experiences online.
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Sukhu, Anupama. "Transcendent Experience: Role of Emotional Intelligence in Customer Experience." The Ohio State University, 2015. http://rave.ohiolink.edu/etdc/view?acc_num=osu1431002170.
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Verbauskienė, Lina. "Effect of customer experience on satisfaction and intentions of hospitality customers." Doctoral thesis, Lithuanian Academic Libraries Network (LABT), 2014. http://vddb.library.lt/obj/LT-eLABa-0001:E.02~2014~D_20141222_102513-16573.
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The analysis of the concept of customer experience, the types and peculiarities of customer experience, the concepts of experience and experiential marketing, the meaning and differences between these two concepts, the main aspects and peculiarities of these concepts are presented in the theoretical part of the thesis. This part of the paper also focuses on the explanation of the concept of hospitality and the composition of the sector of hospitality services. The peculiarities of hospitality customers, their experiences and application of experience marketing in the sector of hospitality are also explained in the theoretical section. The theoretical modelling of the effect of hospitality customers on customer satisfaction and intentions was made after the analysis of all the concepts mentioned. In order to reason the methodology of future research, the second part of the paper presents the empirical studies performed by other scientists. The methodological reasoning of research, instruments, logical structure of research and description of research process are described in the second part of the thesis. The third part of the paper presents research results and their interpretations regarding the effect of customer experience on satisfaction and intentions of hospitality customers based on experience marketing. Research results permits to confirm the hypotheses of the research and show the strength and relationships between variables researched. Having considered research... [to full text]Teorinėje disertacijos darbo dalyje išnagrinėta vartotojų patirties sąvoka, išanalizuoti vartotojų patirties tipai, pateikiant jų sampratas ir ypatumus, pateikta patirties ir patyriminio marketingo sąvokos, išsiaiškinta šių sąvokų prasmė ir skirtumai, bei pateikiami pagrindiniai šios koncepcijos aspektai ir ypatumai. Išanalizuota svetingumo samprata bei apibrėžta svetingumo paslaugų sektoriaus sudėtis. Pateikti svetingumo paslaugų vartotojų ir jų patirčių bei patirties marketingo taikymo ypatumai šiame sektoriuje. Atlikus šių koncepcijų analizę, atliktas svetingumo paslaugų vartotojų patirties poveikio vartotojų pasitenkinimui ir ketinimams teorinis modeliavimas. Antrojoje darbo dalyje, norint pagrįsti būsimo tyrimo metodologiją, aptarti kitų mokslininkų atlikti empiriniai tyrimai. Pateikiamas metodologinis tyrimo pagrindimas, instrumentarijai, loginė tyrimo struktūra ir tyrimo proceso aprašymas. Trečiojoje darbo dalyje yra pateikiami vartotojų patirties poveikio svetingumo paslaugų vartotojų pasitenkinimui ir ketinimams patirties marketingo pagrindu tyrimo rezultatai ir jų interpretacijos. Tyrimo rezultatai parodė darbe keliamų hipotezių patvirtinimą bei stiprumą ir ryšius tarp tiriamų kintamųjų. Gavus tyrimo rezultatus, atskiriems svetingumo paslaugų sektoriams yra pateikiamos rekomendacijos, kaip vertinti ir valdyti skirtingas vartotojų patirtis.
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Anaman, Michael. "Toward a model of customer experience." Thesis, Brunel University, 2010. http://bura.brunel.ac.uk/handle/2438/5685.
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Retaining high-value and profitable customers is a major strategic objective for many companies. In mature mobile phone markets where growth has slowed, the defection of customers from one network to another has intensified and is strongly fuelled by poor Customer Experience. Trends in the service economy suggest that experience can be exploited as a means of supplying the basis of a new economic offering, ignited in part by the shift that is taking place in the analysis of people’s interaction with digital products. In this light, the research describes a strategic approach to the use of Information Systems as a means of improving Customer Experience. Using Action Research in a mobile telecommunications operator, a Customer Experience Monitoring and Action Response model (CEMAR) is developed that evaluates disparate customer data, residing across many systems, builds experience profiles and suggests appropriate contextual actions where experience is poor. The model provides value in identifying issues, understanding them in the context of the overall Customer Experience (over time) and dealing with them appropriately. The novelty of the approach is the synthesis of data analysis with an enhanced understanding of Customer Experience which is developed implicitly, in real-time and in advance of any instigation by the customer.
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Manente, Marco <1993>. "Creating the customer experience in luxury." Master's Degree Thesis, Università Ca' Foscari Venezia, 2021. http://hdl.handle.net/10579/18587.
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In this dissertation, the main aim is to create the customer experience in the luxury sector through the description of the theoretical and practical frameworks of experience and successively comparing them in the luxury world. The first part will concern the proposed definitions and conceptual models useful to implement experience. Following the first part dedicated to experience only, its peculiar aspects in the luxury context will be explained in the second part. In the third and last part, a qualitative analysis about different case studies in different luxury industries will be developed through a series of interviews. The aim will be to understand how luxury brands take decisions about to create the experience with respect to key moderators of customers and to dynamics external to the company such as industry, environmental or context variables, in particular focusing on the current COVID-19 pandemic and the possible future developments.
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Ullberg, Matilda, Alexandra Greus, and Sofia Dollerup. "Does the Experience really matter in B2B? : A Qualitative Study on Customer Experience Management in B2B." Thesis, Högskolan i Jönköping, Internationella Handelshögskolan, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-44041.
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Background: The concept of Customer Experience Management (CEM) is growing as a marketing tool used in order to remain a competitive actor on the market. By designing a customer experience, companies are able to differentiate themselves by offering a holistic customer experience. Problem: The existing body of knowledge regarding CEM in the B2B setting is limited. However, recent studies have begun to examine the fact that the buying process in B2B does not only concern task related and rational decision-making criteria, but also that emotional consideration plays a part in the buying process. Additionally, during recent years the Office Space Interior Solutions (OSIS) companies have gone through the development from selling simple furniture to offering activity-based environments as well as using a profile as design companies. Purpose: The aim of this thesis is to create an understanding regarding how the phenomena of CEM is implemented within the B2B industry, more specifically Swedish OSIS companies within the regions of Småland and Västra Götaland. Method: Through semi-structured interviews with four case companies that all are operating within the OSIS industry, qualitative data has been collected and analysed through a thematic analysis approach. The answers have later been revised through a conceptual framework that has been identified through a review of existing literature concerning CEM. Result: The findings suggested that OSIS companies do practice all the dimensions identified in the conceptual framework regarding customer experience and experience value. However, implementing the dimensions as a holistic experience design did not seem to be practiced by the companies. Finally, by providing a customer experience, OSIS companies are able to influence the purchase intentions, establish relationships and generate WOM which in turn can attract and retain customers.
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Nyberg, Emma, and Mathias Soini. "Experiential Marketing and Customer Experience - How apparel stores build customer experience and interaction using in-store touchpoints." Thesis, Högskolan i Jönköping, Internationella Handelshögskolan, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-35648.
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Abstract Purpose:The purpose of this study is to explore in-store touchpoints that help creating a positive customer experience in apparel stores. The aim of this thesis is to provide further insight that may be used for implementation of experiential marketing in stores. Problem:As e-commerce channels are gaining more customers to the detriment of brick and mortar stores, the authors of this thesis believe it is relevant to study what apparel stores can do to enhance their customer experience. There is substantial research done on customer experience but not as much on the combination of touchpoints in-store and how that connects to customer experience. This literature gap forms the problem discussion and the research question the thesis strives to explore. Method:An exploratory strategy with a combination of deductive and inductive research approach has been applied for the study. Through secondary data and literature search the authors explored the field of experience and in-store touchpoint elements contributing to customer experience and interaction. Further, a qualitative approach was used to form case studies on three companies; Firstly, Qmatic a global leader in helping companies seamlessly integrate online and offline touchpoints, through pioneering software and hardware systems. Secondly, the women’s fashion brand NA-KD, having sold clothes to more than 150 countries in less than two years. Thirdly, Partners, a traditional family-owned brick and mortar store selling apparel to gentlemen. Findings and Conclusion:The analysed empirical findings present that apparel stores work differently with touchpoints depending on who their customer is. Based on the three case studies, the authors conclude that “employee and customer interaction” is the most prominent touchpoint connected with in-store environment. This element can be reinforced by other touchpoints customized for specific brands and stores, which also plays a big role for the customer experience and interaction.
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Kong, Xiangyu. "Exploring online customer experience : website features, customer activities and repurchase intentions." Thesis, University of Warwick, 2011. http://wrap.warwick.ac.uk/46789/.
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The purpose of this research is to provide a better understanding of customer experience as to how it could be used to contribute to experience-based design in the context of online retail services. The review of literature suggested that a good customer experience may bring various benefits to service organisations. However, many of the existing studies appear to be focused on traditional face-to-face services rather than e-services. Moreover, although it is proposed that services should be designed based on the customer experience, little literature was available to suggest how it could be done. This research studied three key areas in the online retail service context, the features offered on retail websites, the activities performed by customers, and the customers’ perceived influences of each feature on their experience and repurchase intention. Each of these areas was investigated by an individual study using different data collection methods and data sources. Study 1 investigated the retail website features by analysing 60 retail websites. Study 2 enquired the online customer activities by interviewing 52 university students. Study 3 researched each retail website feature’s perceived influences on customer experience and repurchase intention by surveying 1680 university students and 233 customers of an online retailer. The studies identified twenty retail website features (e.g. search box, filter, and express checkout), four online customer activities (i.e. Search, Compare, Checkout, and Enquiry), and provided evidence which demonstrated a correlation between customer experience and repurchase intention. By performing a Principle Component Analysis on data collected in Study 3, it was found that some of the retail website features appear to influence customer experience (and repurchase intention) in similar ways. In order to identify the similarities of the features with similar influences, analysis was undertaken by linking retail website features with their associated online customer activities. The result suggested that there are four types of retail website features that appear to influence customer experience (and repurchase intention) differently: i.e. optional automatic features (e.g. enable customers to choose whether or not to save addresses and payment details for future use), non-optional automatic (e.g. automatically suggest alternative or additional products), optional non-automatic features (e.g. enable customers to browse categories), and features involve real person interaction (e.g. enable customers to chat with customer service agent on the website). Although all the four types of features appear to have positive influences on customer experience (and repurchase intention), it seems that the optional non-automatic features have the most positive influences, and the features involves real person interaction have the least positive influences. However, the result showed that there are no clear differences between the influences on customer experience of the optional automatic features and the non-optional automatic features. This research has provided a new perspective on e-services. It suggested that there are different types of service features that tend to influence customer experience (and repurchase intention) in different ways. It implies that e-services could be more effectively designed by focusing on the features offered on retail websites, in particular by offering optional non-automatic features.
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Pettersson, John. "Unifying the offline and online customer experience : An exploratory study of omni channel customer experience in furniture retail industry in Sweden." Thesis, KTH, Skolan för datavetenskap och kommunikation (CSC), 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-171040.
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This study attempts to identify possibilities for creating a unified offline and online customer experience across communication channels in a retail company. With the current technological development and the trend of customers shifting more to the online channel, the customers also expect more from this communication channel. Within the online channel a development into an omni- channel (unified experience across channels) approach is leading to new possibilities, and keeping up with the development will support companies to keep their competitive advantage. The study reviews a case (Mio) with an offline channel represented by several large scale retail stores in Sweden, and also providing an online channel as a website meant to complement the stores. The study reviews previous literature in the field of customer experience both online and offline, omni channel retailing, and marketing. This is the foundation, together with a benchmark case (comparison case), and a survey to gain further insight and widen the knowledge. The results indicates that there are specific features which could contribute to a more positive and seamless experience across channels for the customer. These are information availability, quality and consistency across channels. As well as, functionality for purchases, order handling and tracking, and interactive customer service online. This could preferentially be fused in one place as a customers personal profile, allowing for a portal with everything the customer needs during all phases of the shopping experience. These findings provide insight into how the online channel could be used to better complement the offline channel, working synergistically. Future research is needed to validate these initial findings.
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Palm, Sofia, and Rasmus Lundborg. "The Customer Experience in Online Product Communities." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-16064.
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Syfte: Syftet med denna studie är att undersöka hur kundens upplevelse formas i kontexten online product community, utifrån ett multidimensionellt perspektiv på kundupplevelsen. Metod: Med bakgrund mot studiens syfte var det passande att använda en kvalitativ metod. Detta fenomen studerades genom en flerfallsstudie som den övergripande undersökningsdesignen. Semi-strukturerade intervjuer har genomförts med respondenter från tre olika online product communities. Materialet har sedan analyserat genom en abduktiv analysmetod som är inspirerad av grounded theory. Resultat & slutsats: Studien visar att kundupplevelsen för medlemmar i online product communities främst formas av den pragmatiska dimensionen, innehåll och funktionalitet är därmed centralt. Resultatet tyder även på att det finns två grupper av användare i dessa communities. Den ena gruppen är mer passiv och pragmatiskt inriktad medan den andra är mer aktiv och nöjesinriktad. Förslag till vidare forskning: Då denna studie bygger på intervjuer med medlemmar i online product communities som både kan ses som aktiva och passiva medlemmar kan det vara av intresse att i framtiden studera hur de mest aktiva medlemmar upplever att delta i denna kontext, då det är denna kärna som genererar det största innehållet. Uppsatsens bidrag: Denna studie sammanför den tidigare forskningen om kundupplevelse och senare forskning om kundupplevelse i online communities för att skapa en förklarande modell. Modellen beskriver vilka dimension som formar kundupplevelsen i denna kontext och testas sedan i tre case. Studien bidrar till en ökad förståelse för skillnaden mellan pragmatiska och mer nöjesinriktade användare. Nyckelord: Customer experience, experiental marketing, online product communities.Purpose of Study: The aim of this study is to examine how the customer experience is shaped in the context online product community, based on a multi-dimensional perspective on customer experience. Method: Due to the purpose of the study qualitative methods were chosen. This phenomenon was studied by a multi-case study as the overall study design. Semi-structured interviews were conducted with respondents from three different online product communities. The material was then analyzed by an abductive method of analysis which is inspired by grounded theory. Results & conclusion: The study shows that the customer experience for members of online product communities primarily is shaped by the pragmatic dimension, content and functionality is thus essential. The results also suggest that there are two groups of users in these communities. One of the groups is more passive and pragmatic, while the other one is more active and entertainment-oriented. Suggestions for further research: Since this study is based on interviews with members of online product communities which can be seen as active and passive members it may be of interest in future research to study the most active members experiences in this context, because it is this core group that generates the largest content. Contribution of the thesis: This study brings together previous research on customer experience and recent research on customer experience in online communities to create an explanatory model. The model describes the dimensions that shape the customer experience in this context and is then tested in three cases. The study contributes to a better understanding of the difference between pragmatic and more entertainment-oriented users. Key Words: Customer experience, experiental marketing, online product communities.
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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 exploring how IKEA Place, an AR-application, influences customer experience. By using a conceptual framework of online customer experience we explore how different antecedents influence the experience with AR. Furthermore, the study also highlight the differences between a website and an AR-application, and thus give a more nuanced understanding about AR. As the majority of the research on AR-technology has a quantitative approach, this study was done through a qualitative study using a quasi-experimental design. The empirical result indicates that aesthetics, ease-of-use, telepresence and assortment influence customer experience extensively. Moreover, the result also suggests that hedonic value influences the augmented experience more than the utilitarian, and thus customers do not perceive the application to fulfil their utility needs.
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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 question: what is the impact of customer experience on customer intentions and actual behaviour in multichannel retail and service settings? The research comprised two successive studies. Study 1 was conducted to identify the elements that encompass customer experience touch points. The study was based on a qualitative research approach, using a sequential incident technique to guide the data collection. A total of 28 customer experience narratives provided by 22 informants was collected through semi-structured interviews. An inductive thematic analysis of the semi-structure interview transcripts was employed to identify distinct elements of customer experience touch points; elements to be used to develop a holistic model of customer experience in Study 2. Study 2 was conducted to investigate empirically the real-time impact of customer experience on customer intentions and actual behaviour in multichannel retail and service settings.
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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 has been displayed as a successful process, however, very little research has gone into showing that it could enable organizational growth.
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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 can improve the customer experience. However, omnichannel marketing makes the customer journey highly individual and more complex to understand. Therefore the purpose of this thesis is to explore how Swedish retailers on a strategic level manage the customer experience and if there are any differences in the strategies between price segments. The empirical findings were conducted using a qualitative multiple case study of five cases in the Swedish retail sector. The data was gathered from semi-structured interviews and was analyzed and compared to existing theory. The conclusion of this thesis shows customer insights as a common theme that emerges frequently throughout the semi-structured interviews. Through customer insight, retail organizations have a chance to meet their customers’ demands and face the complexity that occurs with technology and new channels. In the conclusion, there are also found differences in how to manage customer experiences between price segments. A common factor among the cases within customer experience is quality. Although, quality has a different meaning depending on which price segment. Further, the quality can be staged into three levels connected to each price segment.
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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 & 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 paper: Customer involvement (e.g. von Hippel); experience co-creation (Prahalad & Ramaswamy) Methodology: We conducted in-depth interviews with nine Swedish, Norwegian and Chinese e-commerce companies from different industries to collect data on how they use customer involvement and/or co-creation. The interviews were semi-structured interviews which consisted mostly of open-ended questions. In order to be able to identify patterns and learn about the nature of how companies involve customers, a qualitative multi-case study design was used. Findings: The main findings are that some e-commerce companies have already realized the importance of the customer experience and also already involve their customers in various forms for co-creating experience. However, none of the companies completely fulfils the criteria of experience co-creation as defined in the theoretical articles by Prahalad & Ramaswamy (2000, 2003, 2004). Practical implications: E-commerce companies have many options to provide a better online shopping experience by involving customers as co-creators. Research limitations: Due to the sample size and the fact that a convenience sample was chosen, the results cannot be generalized. Originality/value: This study can provide insights into opportunities for the co-creation of experience in the case of e-commerce companies. Keywords: Customer involvement, Experience co-creation, Experience, E-commerce, Innovation community
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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 provide guesthouse managers in Ghana with information that might assist them in making decisions about the experience they offer. Such knowledge could make this type of accommodation more competitive and eventually help the hospitality sector in Ghana attract tourists and grow. It is imperative that guesthouses focus on the experience they offer, because contemporary tourism and hospitality literature suggest that successful businesses require a shift from functional and financial interests to a more profound focus on total experiences which embody emotional aspects. It is thus argued that, if guesthouse managers in Ghana do not know how their guests perceive their guesthouse experience, they might make costly mistakes and allocate resources to aspects that already provide quality and value in a functional sense, instead of those elements perceived as providing quality and value in the total experience. Two dominating concepts, namely experience quality and experience value, formed the basis of the examination of guests’ experience with the guesthouses in Ghana. In addition, the relationships between the experience and satisfaction were also investigated. Four experience quality dimensions, namely hedonics, peace of mind, involvement, and recognition, and seven value dimensions were examined. The experience value dimensions included atmospherics, enjoyment, entertainment, efficiency, excellence, escape, and economic value. A proportional stratified random sampling procedure was followed to select the guesthouses for the study. Thereafter, a structured questionnaire was distributed to the guesthouse guests selected by means of convenience sampling. Five hundred and forty one useable questionnaires were received. The guesthouse guests formed the primary sampling unit for this study. The results of the empirical study showed a strong positive correlation between all the dimensions of experience quality and experience value, while the factor analysis confirmed that all these dimensions loaded on a single factor. Therefore, experience quality and experience value cannot be separated, and the resulting single multi-dimensional factor was subsequently renamed, overall experience. The results also indicated a positive relationship between hedonics, peace of mind, involvement, recognition, atmospherics, enjoyment, entertainment, efficiency, excellence, escape, economic value, and overall satisfaction. The inferentially established rank-order of the dimensions contributing to satisfaction can guide managers when allocating resources. Overall, atmospherics was ranked first, followed by economic value. Escape was the lowest ranked dimension. In addition, it was found that, except for escape, all the experience dimensions were perceived as basic satisfiers. This implies that guests will be dissatisfied when provision of these dimensions is inadequate. With regard to escape, listed as a performance factor, guests will be satisfied when performance is improved and dissatisfied when performance is low. A positive relationship was also found between overall experience and overall satisfaction. The latter include the likelihood of return and recommending the guesthouse to others. Finally, structural equation modelling confirmed a model representing the 11 experience dimensions (hedonics, peace of mind, involvement, recognition, atmospherics, enjoyment, entertainment, escape, efficiency, excellence, and economic value) and the relationships between overall experience and overall satisfaction pertaining to guesthouses in Ghana.
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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 identification (RFID) technology is helpful for enhancement of customer shopping experience (CSE).
However, current RFID applications for retail business tend to be limited to inventory control and replenishment, with few implementations for CSE enhancement based on collection and analysis of real-time RFID data.
To mitigate these limitations, this research project develops RFID applications for real-time collection and analysis of customer shopping behaviour (CSB) data in retail stores. Artificial intelligence (AI) is incorporated for data analysis to facilitate business decision-making and proactive individual marketing.
Accordingly, an item-level RFID-based customer shopping experience enhancement (IRCSEE) system is developed to provide customers with leisure shopping process, interaction for merchandise information and personalised guidance for enhancement of CSE in apparel retail stores.
The IRCSEE system incorporates RFID hardware devices installed in an apparel retail store to interrogate RFID-tagged apparel items to obtain data for subsequent sales processing and analysis. It is characterised with a programmable data format for unique identification of individual apparel items, together with a suite of software modules to control the RFID hardware devices at different locations of the apparel retail store for real-time collection of product information and CSB data. Moreover, an innovative fuzzy screening (FS) algorithm of AI techniques is developed to analyse the RFID-collected CSB data and the corresponding product information for generation of apparel collocation recommendations to provide customers with intelligent and personalised assistances in product selection. The algorithm considers not only the static fashion expertise, but also the dynamic customer preferences for collocation, such that the recommendations are more effective and adaptive for enhancement of CSE in the fast-changing apparel retail industry.
The IRCSEE system is validated in an emulated RFID-based apparel retail store. Experimental results demonstrate that with appropriate RFID hardware settings, the proposed system is effective to help enhance CSE in apparel retail stores by providing customers with leisure shopping process, interaction for merchandise information and personalised apparel collocations. Furthermore, the approaches for collecting real-time CSB by RFID technology and analysing such data by AI techniques can be conveniently adapted for many other products to improve retail business management in general.published_or_final_version
Industrial and Manufacturing Systems Engineering
Master
Master of Philosophy
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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 är skapad med intentionen att vara lättförståelig för gemene man. För att uppnå syftet och målen har användarcentrad design använts. Personas, kundresor, intervjuer och användartester är några tekniker som har använts under arbetet.
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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 customer experience should be developed to correspond changed digital era customer needs. The goal is to provide deductions related to digital era customer experience for Kesko, Finland’s biggest hardware retailer, to help them to adapt their hardware retail business to digital era requirements. This goal is going to be achieved through a literature review on the customer experience in digital era and by answering following research questions: what are the key practices and concepts that have to be addressed when customer experience is developed in retail environment, what kind of expectations customers have for digital era customer experience in retail environment, and how companies are adapting to digital era customer expectations and evolving competition in retail environment? The literature about customer experience concepts and practices, customers’ digital era needs and companies’ ways to adapt is gathered from organizations’ consulting analysis and essential research papers. Central concepts of customer experience include customer, customer requirement, company, and customer experience touchpoint. Central customer experience practices are connected to maximizing the benefits from customer experience for company through Compatibility Management, Word of Mouth and Self-Service Technologies. From retail hardware stores, digital era customer expects price and availability which are competitive to digital stores, quality products, impeccable customer service, and bonding of digital and retail store functions. Companies adapt to these changed customer expectations by creating clear long-term vision for their digital commerce, by making better use of their collected data, by educating their customers and employees to use digital solutions, and by reaching both individual and large groups of customers efficiently through digital and physical marketing channels. The literature review reveals key requirements that Kesko and other hardware store companies should address to succeed in changed digital era competition. To analyze physical and digital touch points between the customer and the company better, more analytical and powerful data collection and data analyzing tools should be developed. Possibilities to develop current products and services to all-time evolving customer expectation standards should be monitored constantly. Services, channels and benefits of digital tools and retail tools should be combined to mutually supporting and connecting services, products, and experiences, which form better customer service solutions than their parts on their own. Business of the company should be developed to be as adaptable as possible, so that the company can respond in time to fast digital era changes. New hardware store technologies should be made known for all customers and all employees. Finally, company’s Visio and both short- and long-term goals should resemble digital era requirements. Results of this study can be applied to develop Kesko’s, and why not also other companies’ readiness for responding to changes in digital era customer requirements in their retail store business, because the results of study are general recommendations which can be implemented easily to different companies’ retail store businessesVähittäismyynnin digitaalisen aikakauden lähestyessä, asiakkaiden odotukset muuttuvat nopeasti. Tämä kiihtyvä muutos johtaa tilanteeseen, jossa yritysten täytyy sopeutua muutoksiin nopeammin kuin koskaan aiemmin ja toteuttaa muutoksia, joilla on perustavanlaatuisia vaikutuksia yritysten tapaan toteuttaa vähittäiskauppaliiketoimintaa. Monilla rautakauppayrityksillä on suuria ongelmia sopeutua näihin muutoksiin minkä johdosta ne ovat tilanteessa, jossa niillä on riski menettää markkina-asemansa. Jos nämä yritykset haluavat selviytyä digitaalisella aikakaudella, niiden täytyy sopeutua nopeasti näihin meneillä oleviin muutoksiin. Tämän tutkimuksen tarkoituksena on selvittää, miten rautakaupan asiakaskokemusta tulisi kehittää vastaamaan digitaalisen ajan asiakastarpeisiin. Tavoitteena on esittää päätelmiä digitaalisen aikakauden asiakaskokemuksesta Keskolle, suomen suurimmalle rautakauppatoimijalle, jotta Kesko voi sopeuttaa vähittäiskauppaliiketoimintansa digitaalisen aikakauden vaatimuksiin. Tavoitteeseen pyritään toteuttamalla kirjallisuuskatsaus digitaalisen aikakauden asiakaskokemuksesta vastaamalla seuraaviin tutkimuskysymyksiin: Mitkä ovat keskeisimmät toimintatavat ja käsitteet jotka tulee huomioida, kun asiakaskokemusta kehitetään vähittäiskauppaympäristössä, millaisia odotuksia asiakkailla on digitaalisen ajan asiakaskokemukselle vähittäiskauppaympäristössä ja miten yritykset ovat sopeutumassa digitaalisen aikakauden odotuksiin ja kehittyvään kilpailuun vähittäiskauppaympäristössä? Asiakaskokemuksen käsitteitä ja toimintatapoja, asiakkaiden digitaalisen aikakauden tarpeita sekä yritysten sopeutumistapoja käsitellään organisaatioiden konsultointi analyysien ja olennaisten julkaisujen kautta. Asiakaskokemuksen keskeisimpiä käsitteitä ovat asiakas, asiakasvaatimus, yritys ja asiakaskokemuskosketuspiste. Keskeisimmät toimitavat liittyvät asiakaskokemuksen yrityslähteisten etujen maksimointiin muun muassa yhteensopivuushallinnan, kuulopuheen ja itsepalvelutekniikoiden avulla. Asiakas odottaa digitaalisen aikakauden kivijalkakauppakokemukselta nettikauppaan verrattavaa kilpailukykyistä hintaa ja tuotteiden saatavuutta, laadukkaita tuotteita, moitteetonta asiakaspalvelua sekä digitaalisen ja fyysisen kaupan toimintojen yhdistämistä. Yritykset vastaavat näihin muuttuneisiin asiakasvaatimuksiin hahmottamalla selkeän pitkän aikavälin vision yrityksen digitaalisen kaupankäynnin kehittymiselle, hyödyntämällä kerättyä dataa, kouluttamalla asiakkaitaan ja henkilökuntaansa käyttämään digitaalisia ratkaisuja sekä tavoittamalla yksittäisiä ja isoja ihmisjoukkoja tehokkaasti digitaalisten ja fyysisten mainoskanavien kautta. Kirjallisuuskatsaus paljastaa keskeiset vaatimukset, jotka Keskon ja muiden rautakauppatoimijoiden tulisi huomioida menestyäkseen digitaalisen aikakauden muuttuneessa kilpailussa. Asiakkaan ja yrityksen välisten fyysisten ja digitaalisten kosketuspisteiden analysoimiseksi tulee kehittää yhä analyyttisimpiä ja tehokkaampia datankeruu- ja datankäsittelylaitteistoja. Nykyisten tuotteiden ja palveluiden kehittymismahdollisuuksia alati kehittyviin asiakaskokemusstandardeihin tulee tarkkailla jatkuvasti. Digitaalisten laitteiden ja perinteisen kaupankäynnin palvelut, kanavat ja edut tulee yhdistää toisiaan tukeviksi ja yhdistäviksi palveluiksi, tuotteiksi ja kokemuksiksi, jotka muodostavat osiaan parempia asiakaspalveluratkaisuja. Yrityksen liiketoiminta tulee kehittää mahdollisimman mukautuvaksi, jotta nopeisiin digitaalisen aikakauden muutoksiin voidaan reagoida riittävän nopeasti. Rautakauppaliiketoiminnan uudet teknologiat tulee tehdä tutuksi entistä tehokkaammin sekä kaikille asiakkaille, että myös yrityksen kaikille työntekijöille. Lopuksi, yrityksen vision sekä lyhyeen- ja pitkänaikavälin tavoitteiden tulee vastata digitaalisen aikakauden tarpeita. Tämän tutkimuksen tuloksia voidaan hyödyntää kehittämään Keskon, ja miksipä ei muidenkin yritysten, valmiutta vastata digitaalisen aikakauden asiakastarpeiden muutoksiin kivijalkakauppaliiketoiminnassa, sillä tulokset ovat yleisiä toimintaohjeita, jotka on helppo implementoida erilaisten yritysten kivijalkakauppaliiketoimintoihin
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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, Parasuraman, Roggeveen, Leonard and Schlesinger (2009). In this paper the nature and extent to which the determinants discussed by Verhoef et al. impact on the customer experience is assessed. Using a quantitative method, a survey questionnaire measuring customers’ perceptions about their experiences with the retail banking firms, was distributed to 1043 employees of the air transportation company. The study finds that the past experiences, brand and prices impacts more on customer experience than other determinants identified. The study also evaluates the impact of transformation and Black Economic Empowerment on customer experience. CopyrightDissertation (MBA)--University of Pretoria, 2010.
Gordon Institute of Business Science (GIBS)
unrestricted
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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 the Swedish financial sector today? The purpose of this paper is to gain a deeper understanding of which factors of banking services are considered important by customers today and whether there has been a shift since earlier studies. Thereby, we seek to establish what impacts the customer experience in financial institutions today. To find the answer to the purpose, a qualitative and quantitative study were conducted. The results of the full study show that employees are, as earlier studies have shown, still considered important when conducting a bank errand. However, in what context the employees are important seems to have changed. The results show that the quality that is delivered by the staff is important, while in earlier studies the relational aspect has been more important. Furthermore, the results show that bank offices are no longer considered important for the customer experience. Therefore, a shift can be identified. The study also show that it is important for the customer experience that the banks offer different channels for the customers to reach the bank. Furthermore, having the option to choose whether to resolve the bank errand on your own or obtain help from the bank is important for the customer experience. These two aspects are connected to the digital development of the industry. The results of the earlier research, referred to in this study, has not found these two aspects important. Our study therefore shows a significant shift, compared to earlier studies, in what customers consider important in contact with financial institutions.
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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 value and experience. Purpose: The purpose of conducting this study is to explore how the utilization of IoTs enhance customer value and experience in an equipment manufacturers context and what are the associated opportunities and challenges. The study also aims to contribute to gap identified in the literature about how organizations can utilize IoTs to enhance customer value and experience. Method: The qualitative study utilized a single instrumental case study to explore the research questions. The data is collected by conducting semi-structured in-depth interviews. Conclusion: The study reveals that the utilization of IoTs can significantly improve customer value and experience in many ways. This may involve enabling user to monitor, control and optimally use the equipment, sharing useful information, allowing value co-creation and synergistic values and finally by providing autonomous equipment’s or solutions. However, the study also reveals that the utilization of IoTs also pose certain challenges along with the opportunities which must be carefully evaluated.
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Bernardi, Giacomo <1991>. "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’esperienza come valore aggiunto alla proposta economica dell’azienda, e si cercherà di comprendere i motivi che hanno indotto a parlare di esperienza in economia e le conseguenze che queste teoria hanno avuto sui paradigmi del marketing.
Sarà interessante inoltre capire quali siano i fattori determinanti di un’esperienza positiva di consumo, andando ad evidenziare cosa influenza maggiormente il cliente e quali fattori deve tener presente l’azienda.
Il capitolo iniziale si concluderà con una breve trattazione delle principali innovazioni tecnologiche, internet, i device mobili e i social media, che hanno rivoluzionato i le abitudini delle persone ed i canali di comunicazione e vendita delle aziende negli ultimi decenni.
Vista l’importanza e la centralità del consumatore risulterà interessante poi capire come le aziende cercano di adattare le proprie strategie per catturare l’attenzione delle persone e farsi preferire rispetto ai competitor.
Si evidenzierà l’evoluzione delle strategie aziendali in ottica multicanale e crosscanale fino alla ricerca dell’omnicanalità, intesa come coordinamento dei canali selezionati per le strategie di comunicazione e vendita.
A questo si affiancheranno delle linee guida ritenute utili alla realizzazione di una strategia coerente e integrata e si porrà l’attenzione su cinque particolari strumenti da non sottovalutare.
Gli strumenti digitali sui quali verrà proposto un focus sono: l’e-commerce, le e-mail, i mobile device e alcuni strumenti offline: lo store e la supply chain.
Questa particolare selezione è stata fatta perché si ritiene siano gli strumenti che più facilmente si dà per scontato di conoscere ma spesso sono sottovalutati in termini di potenzialità, importanza e utilizzo.
Prima di passare all’analisi empirica sarà proposto un ulteriore capitolo che offrirà una panoramica sul settore sportswear, sia dal lato del mercato globale ed europeo considerando quindi market share ed altri indicatori economici, sia dal lato del consumatore e delle sue caratteristiche peculiari.
Per concludere si passerà all’analisi della digital customer experience nello spotswear, la quale sarà suddivisa in quattro macro-categorie: website experience, e commerce experience, cross-channel experience e customer engagement experience. Per ogni categoria, attraverso diversi parametri, creati ad hoc, sarà proposta una mappa comparativa di quindici brand operanti nel settore scelto.
Lo studio così effettuato permetterà di avere un quadro generale della situazione del settore in merito alle strategie digitali e offrirà lo spunto per una riflessione più ampia in ottica omnicanale.
Alla luce di questo l’elaborato di tesi si concluderà con un paragrafo riguardante le prospettive future del settore, arricchito dal contributo di manager, operati in aziende analizzate, che proporranno il loro punto di vista sulle tematiche affrontate nel presente lavoro.
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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. This study focused on investigating the customer experience holistically, by using the "Experience Economy 4E construct" together with three dimensions of perceived experiential value as a theoretical framework. The application of this holistic approach to the customer experience has until now been relatively unexplored, which justify the purpose of this thesis. This qualitative study was conducted by using six semi-structured interviews. Furthermore, the emprical data collection was analysed using a thematic analysis. This generated valuable insights to which aspects were considered to create positive as well as negative feelings, which consequently affect customer satisfaction and store attractiveness. The result showed that experiential offerings from brick-and-mortar fashion retailers create perceived experiential value, which in turn leads to customer satisfaction and store attractiveness. Furthermore, the result indicated that educational experiences, esthetic experiences and social interactions are the primary value-creating sources.
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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) when the product is received. The study aim to provide an understanding of how the customer experience can be affected through designed packaging. This study applied a qualitative research method with a deductive approach in order to answer the research questions and the purpose. Semi-structured interviews were conducted with Swedish citizens within Generation Y that have purchased products from neo-luxury brands. The result of the study shows several aspects of how packaging can contribute to better customer experience. When customers’ expectations on packaging are surpassed, the customer experience is affected positively. Packaging containing tissue paper and gifts enhance the unboxing experience. Packaging is a way for companies to create value and affect customers’ attitudes towards brands. Satisfaction is affected by expectations and packaging can contribute to a better overall experience.
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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 a customer service representative, allowing them to personalize the service they provide to an individual customer. My thesis project investigates if loyalty program data can be collected and fed back to a customer-facing employee, allowing them to personalize their performance to an individual customer in a way that both provides value to customers as well as makes the employee feel they are better at performing their job. To arrive at my service design recommendations for customer-employee interactions in in-person settings, I conducted interviews as well as a large online survey to test my design concepts.
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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 attention (Moss, 2010b). For example, previous studies have given little attention to the development of the model that examines the relationships between quality attributes, convenience, perceived price fairness, customer experience, and customer loyalty in beverage establishments. However, current research in other service sectors has showed that quality, pricing and convenience have a strong effect on customer experience and behavioral intentions (Baker & Crompton, 2000; Cronin et al., 2000; Taylor & Baker, 1994; Tian-Cole, Crompton, & Willson, 2002; Woodside et al., 1989). Quality is tightly related to customer experience since it positively affects customer satisfaction and therefore company's profitability (Hallowell, 1996).
This study has the following objectives: (1) to develop an instrument to measure the antecedents of customer experience in beverage establishments; (2) to examine the relative importance of different antecedents of customer experience in different types of beverage establishments; and (3) to build a model of various antecedents of customer experience in beverage establishments.
This study was conducted in six phases. The first phase was the analysis of previous literature regarding quality attributes, convenience, perceived price fairness, customer experience, customer loyalty, and beverage establishments. The second phase was a development of mixed methodology research design. The third phase was the data collection based on interviews with management of beverage establishments, customer focus groups, and a survey of customers of beverage establishments. The fourth phase was a pilot study that involved a refinement of the study instrument. The fifth phase was a main quantitative study based on the survey design. The results from each qualitative and quantitative phase of the study were integrated and analyzed.
The results from the instrument development part of the study identified the following eleven antecedents of customer experience in beverage establishments: (1) service quality, (2) product quality, (3) physical environment design, (4) physical environment layout, (5) music quality, (6) social environment, (7) information convenience, (8) location convenience, (9) parking convenience, (10) entrance fee fairness, and (11) perceived price fairness. Additionally, the second instrument development study was used to recognize different customer experiential state dimensions. The factor structure included two customer experiential states: (1) the affective experiential state and (2) the cognitive experiential state.
A comprehensive theoretical model that integrates different dimensions of antecedents of customer experience, customer experiential states, customer loyalty and the moderating affect of the type of the beverage establishment was developed. One of the most important findings of the study is the relationship between the social environment and the affective experiential state. The results of the study indicate that the majority of other antecedents of customer experience did not have a significant effect on two experiential states or that effect was relatively weak. However, social environment was the strongest predictor of customers' positive emotions and therefore customer loyalty and behavioral intentions. Finally, the study results confirmed Oliver's (1997) theory of customer loyalty by providing support for the sequential relationship between cognitive, affective, and conative loyalty.
This study has several important theoretical contributions. Different antecedents of customer experience in beverage establishments were recognized and an instrument that measures these dimensions was developed. To the best of our knowledge, this is the first scale specifically developed to measure experience in beverage establishments. Additionally, the importance of each of the antecedent of customer experience was examined in regards to their effect on customer experience. Additionally, an instrument that measures cognitive and affective experiential states was developed and was a foundation for the study model. Finally, this study integrates different customer experience and customer loyalty dimensions into a comprehensive theoretical model that could be applied and retested in other service settings.Ph.D.
Doctorate
Education and Human Performance
Education; Hospitality Education Track
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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 management, previous studies rarely examined how consumers process and integrate multiple online reviews especially dissatisfied eWOM. Extrapolating from the foregoing, the following research question is posed: “How can online retailers exploit the link between previous shopping experiences and perceived credibility of negative experience reviews (PCoNERs) to enhance consumer-firm relationship quality?” To answer the above research question, an experience-perception-attitude model was built on the foundations of two social cognitive psychology theories (i.e. the schema theory and the elaboration likelihood model (ELM)) and consequently tested through four scenario-based experiments mapped out into one pilot study and two main studies. The pilot study and study 1 utilized a 2 × 2 between-subject factorial design while study 2 employed 2 × 2 × 2 between-subject factorial design. Data was generated from undergraduate and postgraduate students recruited from two universities located in southern Nigeria. Exploratory factor analysis, partial least squares structural equation modelling procedure, independent sample t-test, Chi-square, one-way analysis of variance, and multivariate analysis of variance were the analytical techniques utilized. Five major contributions are made. First, the thesis developed and tested a unique experience-perception-attitude model from the perspective of two social cognitive psychology theories. The experience-perception-attitude model not only portrayed the multi-channel character of online customer experience but also advanced Verhoef et al.’s (2009) holistic and dynamic model of customer experience by demonstrating how consumer-firm relationship quality can be enhanced through a simultaneous consideration of shopping experiences emanating from both company website and social media site. Second, the thesis extends the context-specific nature of customer experience by demonstrating that emotional experience is the most important driver of PCoNERs in a recession-ridden emerging e-retailing market. Third, the study advances the eWOM literature and ELM by drawing on the ELM to demonstrate that PCoNERs have negative effect on consumer-firm relationship quality; while also demonstrating that the effects of the two thresholds of elaboration (i.e. review source credibility and review frequency) become infinitesimal if consumers are exposed to reviews with consistent valence. Fourth, the thesis adds to the experimental design technique utilized by channel integration researchers and previous panel data-based studies by drawing on the netnographic research approach to utilize naturalistic narratives as experimental scenarios. Finally, the findings offer an evidence-based guide on how e-retailers can practically engage in the systematic management of customer clues. The findings will also assist all categories of e-retailers determine the strategic position to pursue based on their resources and capabilities.
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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 of the world. Adopting the Case Study research approach gave an opportunity to collect data that stems from three Malay family restaurants in Malaysia using a wide variety of data collection methods. The findings presented in this thesis were based on an in-depth interview with 108 restaurant customers who dined at the restaurants and 18 restaurant staff, particularly front of house and kitchen staff, besides the owner and manager of each restaurant. Daily participant observation for each restaurant took 5 to 9 hours a day for between 27 and 30 days. The findings were also based on a number of supplementary data from documentary evidence such as staff working timetables, menu cards/ books, staff attendance punch cards, stock check lists, reservation records and restaurant organisational charts. The contributions of this study comprise of six major themes: Firstly, dining experience is a continuous process which starts with the customers’ first engagement with the restaurant at the reservation stage and continues until they leave the restaurant at the departure stage. Therefore, to ensure customers’ loyalty, restaurateurs needed to ensure all tangible and intangible factors that influenced satisfaction at each stage of the dining process (pre-meal experience; antecedent experience; reservation experience and arrival experience; the actual meal experience: seating experience and food experience; and post-meal experience: payment experience and departure experience) were integrated together (they did not work as separate entities and should not be treated individually) to provide valuable, meaningful, memorable and holistic satisfaction to every customer who dined at the restaurant. Secondly, factors influencing customer satisfaction at the pre-meal experience were the availability of a reservation service, both formal and informal, and customers’ phone calls for reservations being answered quickly by restaurants’ polite and professional staff. Meanwhile, at the dining arrival stage, factors influencing customers’ satisfaction were being assisted by a free parking attendant, having a parking area close to the premises, punctuality of restaurant business hours and offering a 24-hour restaurant operation to the public. The meal experience stage was found to be a major stage among seven stages of the dining experience process, with menu variety, and food presentation and display as the core of restaurant service. iv Factors influencing dining satisfaction during the actual meal experience were related to a unique cultural preference concept for Malay restaurants such as private dining space, food quality attribute of authenticity, eating style, restaurant decoration, waiting activities, prayer room, and traditional live band. Satisfaction influence factors for post-meal experience were self service payment, being bid farewell and being escorted to the exit door. Thirdly, this study because it adopted a qualitative research approach, managed to venture the role of Maslow’s Theory in customer satisfaction through the hierarchy of satisfaction of dining experience. The lowest level satisfaction was achieved when the basic needs of the customers’ dining at the restaurant was fulfilled or what restaurants provided to the customers was adequate or equal with customers’ expectation. A moderate level of satisfaction was achieved when customers could control their own dining activities. A high level of satisfaction resulted when the restaurants offered something above ordinary or which exceeded customers’ expectation. The highest level of satisfaction was achieved when the restaurants provided something that was outstanding and which surpassed the ordinary needs of the customers. Fourthly, the major way of managing factors influencing customer satisfaction dining experience was based on a systematic restaurant operation system. However, the key element that was responsible for the management of a systematic restaurant operation system depended on human resource management (the restaurant manager, front of house staff and kitchen staff), staff training and development, and restaurant rules. Fifthly, the analyses of customer satisfaction in a new socio-cultural context: Malaysian Malay restaurants provided an opportunity for a cross-comparison of ‘western’ and ‘eastern’ research findings and the identification of what was the same and what was different depending on the cultural context. Sixthly, the development of a conceptual framework had three major concepts: the input for the dining experience satisfaction (which consisted of factors influencing dining satisfaction and ways of managing it); the consumption of dining experience satisfaction at three phases: pre-meal, the actual meal and post-meal experience and the cognitive evaluation process of dining experience that led to satisfaction. And, lastly, the outcomes of dining experience satisfaction (in a form of pleasurable feelings and behavioural changes) which aided the understanding of customer satisfaction with the dining experience and ways managing it. This research suggested future research should consider additional factors to explain the overall satisfaction with the dining experience at Malaysian Malay restaurants (and /including) cross- type of restaurants and demographic profiles of customers; expand this research throughout the country to improve the transferability of the findings to other types of restaurant to assist restaurant managers in better matching the needs of each customer segment; extend the research to different ethnic restaurants that have different characteristics and attributes; undertake a comparative study of factors influencing customer satisfaction in Malay restaurants between two different groups of customers, such as Eastern versus Western; conduct a longitudinal study to compare changes in factors that influence customers’ satisfaction with dining experience at different times; and investigate whether the meal experience stage still plays the most important role in different types of restaurants.
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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 experience has been studied quite extensively before. In recent years the scope in the research has moved more from customer relationship management (CRM) to customer experience management (CEM). Segmentation of the customers origins from the 1950s and it is one of the fundamental concepts of marketing. Also digital marketing and using technology in the marketing has been studied quite a lot in the past decades. However using technology and specially marketing automation as a tool to manage customer experience has not been studied. Since customer experience is seen one of the most important concepts of marketing in the coming years and companies are all the time looking a ways how to enhance their marketing with better use of software these two concepts make an interesting combination.
In this study I have combined the customer experience management with marketing automation. My main research question is how customer experience can be managed with marketing automation. The sub questions are what kind of channels can be used in the digital marketing and how customers can be segmented effectively. I’ll answer these questions by reviewing the research that has already been made in these areas and with a case study of the customer experience and marketing automation in a company called Fintoto. The literature research includes customer experience and it’s management, segmentation, digital marketing channels and use of technology in marketing. Based on this research is built a framework which is used the case study to analyze the customer experience and marketing automation of Fintoto.
Main results were that there is a way how customer experience can be managed with marketing automation. The main argument is that as customer experience happens in the touch-points where customer interacts with the company with the use of marketing automation technology the respond can differ and be most optimal one for each customer. The data gathered from the customers can be used with marketing automation to tailor the right response or message for each customer.
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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 e online, fino ai grandi marketplace. La competitività delle aziende si giocherà sulla loro abilità di integrare e sfruttare gli strumenti digitali nell’intero percorso di interazione brand-cliente. I negozi fisici non scompariranno, ma muteranno le esperienze che lì si potranno vivere. Essi diventeranno spazi osmotici, fluidi, multifunzionali. Saranno integrati sensori e dispositivi multimediali, che li renderanno reattivi e sensibili. Tutte queste tecnologie permetteranno alle aziende di conoscere meglio il proprio cliente e ciò che preferisce o fa in ogni momento del percorso di acquisto. In questo modo esse potranno allineare le esperienze di acquisto nel mondo fisico a quelle digitali, offrendo un’immagine unica e coerente dei propri brand. All’interno di questo quadro nasce e sviluppa il presente lavoro di ricerca, che mira a fornire un contributo innovativo al mondo della Customer Experience (CX) e del Retail, mediante la definizione di un approccio olistico al progetto dell’intera CX e lo sviluppo di un nuovo strumento per l’analisi dei comportamenti ed emozioni dei consumatori nei diversi touchpoint dell’esperienza digitale e fisica per poi adattarla così da ottimizzare il tasso di conversione e aumentare le vendite.The retail world, from large retailers to retail, is now experiencing a digital transformation that has completely revolutionized the ways of supply and purchase, as well as the expectations and habits of customers. Companies no longer sell just one product, but a complete experience (customer experience), engaging, personalized, able to adapt to customer needs and respond to their wishes. This experience unfolds through a complex path of interactions between the customer and the brand on different channels, from social media, to websites, physical and online stores, to large marketplaces. The competitiveness of companies will be based on their ability to integrate and exploit digital tools throughout the brand-customer interaction process. The physical stores will not disappear, but the experiences that will be lived there will change. They will become osmotic, fluid, multifunctional spaces. Sensors and multimedia devices will be integrated, which will make them responsive and sensitive. All these technologies will allow companies to learn more about their customers and what they prefer or do at any time during the purchase process. In this way they will be able to align the purchasing experiences in the physical world with the digital ones, offering a unique and coherent image of their brands. This research project is born and developed within this framework, which aims to provide an innovative contribution to the world of Customer Experience (CX) and Retail, through the definition of a holistic approach to the whole CX project and the development of a new tool for analyzing consumers' behaviors and emotions in the different touchpoints of the digital and physical experience and then adapting it to optimize the conversion rate and increase sales.
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Bernier, Aline <1991>. "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 represent on one side a terrible threat since new online retailers are entering the market and challenging traditional brick and mortar retailers, but on the other side, it can represent a tremendous benefit. Digital gives the opportunity to innovate and enhance the consumer experience both inside and outside the point of sale.
Shops and store experience, despite new trends, remain a key tool for getting in touch with the consumer and especially in Italy it is considered still important the possibility to touch and feel the product before buying it as well as the interaction with shop assistants. Anyway, a redesign is needed to cope with today's context and with the competition of new e-retailer like Amazon.
This thesis aims to analyze the evolution of retail in the current digital context, considering different topics: from new tools to facilitate purchasing processes such as smartphones, to omnichannel strategy as an approach that pushes retailers to use different sales channels to allow the end customer a perfect personalized and seamless experience, up to the analysis of customer experience considering the current context where consumers exploit physical and digital touchpoints to enhance their buying journey.
This thesis wants to focus especially on the grocery retail sector in Italy, analyzing the major players of this market and comparing the level of customer experience provided.
A set of parameters will be selected and measured, connected to the performance and features of both the digital channels and the physical stores.
The thesis aims to provide a classification of the major retail players based on the degree of customer experience provided, as well as some reflections on how the retail sector will evolve and how firms should adapt.
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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 study offers a model to measure and compare the online consumer experience in e-commerce websites, considering eight dimensions that cover recent technological advances. The applicability of the model was verified through a multiple case study that evaluated companies in the footwear industry, taking into consideration two distinct segments, high-price and low-price segment. The data collected by websites’ observation enabled the confirmation of part of the suggested propositions. However, the propositions concerning the use of new technologies were not possible to be confirmed in both segments. Opportunities for improvement were identified, especially for high-price segment companies, since the results showed that these companies provide a less pleasant consumer experience than those of the opposite segment. This study extends the scope of the online consumer experience, by introducing more contemporary dimensions and metrics for its measurement. Additionally, the model allows an evaluation and comparison of the experience delivered by several online retailers, using the Portuguese footwear industry as reference.O comércio eletrónico tornou-se um canal essencial e altamente competitivo para os retalhistas eletrónicos, que sentiram a necessidade de investir na experiência entregue aos consumidores, para se diferenciarem da concorrência. A experiência do consumidor tornou-se um dos determinantes mais críticos para o sucesso de uma empresa online. Contudo, grande parte da literatura existente, concentra-se nas perceções do consumidor e não investigar este conceito do ponto de vista da gestão. Além disso, também não considera os últimos desenvolvimentos tecnológicos como a inteligência artificial, realidade aumentada e realidade virtual. Este estudo oferece um modelo para medir e comparar a experiência online do consumidor em websites de comércio eletrónico, considerando oito dimensões que abrangem os recentes avanços tecnológicos. A aplicabilidade deste modelo verificou-se através de um estudo de caso múltiplo que avaliou empresas da indústria do calçado, tendo em consideração dois segmentos distintos, segmento de preço alto e preço baixo. Os dados coletados por observação dos websites permitiram confirmar parte das proposições sugeridas. No entanto, as proposições referentes ao uso de novas tecnologias não foram possíveis de serem confirmadas em ambos os segmentos. Foram identificadas oportunidades de melhoria, especialmente para as empresas do segmento de preço alto, visto que os resultados demonstraram que estas empresas proporcionam uma experiência de consumo menos agradável do que as do segmento oposto. Este estudo alargar o âmbito da experiência online do consumidor, introduzindo dimensões e métricas mais contemporâneas para a sua medição. Adicionalmente, o modelo permite uma avaliação e comparação da experiência entregue por vários retalhistas online, utilizando a indústria portuguesa de calçado como referência.
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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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碩士大葉大學
人力資源暨公共關係學系
99
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 perspective Qualification process to analyze the consumer being, prone to moving, the SLAVE frustration factor, and finally the positive and negative emotions do in-depth extension of the table Comparison of merger. Expect results of the moving experience, and to explore the customer is willing to re-visit the linked thread, and the continued creation of mission customers a memorable customer experience; in frustration experience, and it is available in the fashion industry to complement the previous defect of further Remedy the failure to do the work; Also in the positive and negative customer experience and Chen, then a tit for tat, that exist between the two factors of the gap between the context and relevance, and then moved to seize the emotions so that customers can continue to move more Reasons and to prevent and reduce the importance of customer emotions frustration and to assist in the fashion industry experience economy is managed well. Key Words: apparel industry, subjective sequential incidents technique, experience economy
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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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碩士大葉大學
管理學院碩士在職專班
100
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 full and detailed communication process and context from the service encounter. Two-factor theory was adopted to generalize the exclusive motivators with positive experiences, the exclusive hygiene factors with negative experiences and the common factors of customer satisfaction / dissatisfaction. A total of thirty-six exclusive motivators with positive experience, sixteen exclusive hygiene factors with negative experience and twenty-two common factors were presented. We hope this study could provide the practical implications for outpatient managers to keep going or improve.
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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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碩士國立中山大學
國際經營管理碩士學程
103
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 Facebook shopping group and intention to make a purchase from Facebook shopping group. Sample consist of 224 active Facebook shoppers provides support for the relationships among constructs. Partial Least Square (PLS) analysis was used to test the proposed model. The study outcome demonstrates the importance of trust in making purchase decision on Facebook shopping group. Furthermore, greater involvement with Facebook shopping group increases the level of trust that leads to purchase intention. Thorough analysis results in theoretical and managerial implications of research model.
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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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碩士國立中山大學
企業管理學系研究所
106
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 Quality significantly mediate the relationship. 2.Service Quality has no great impact on Customer Loyalty, but through Customer Satisfaction of Software facilities, it can positively moderate the relationship. 3.The Customer Satisfaction of marketing strategy can significantly moderate the relationship between Relational Bonds, Relational Quality, Service Quality and Customer Loyalty.
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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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博士國立政治大學
企業管理研究所
94
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. For academic researchers, they view experiences as distinct economic offerings, which are different from goods and services. They believe that the focus of the economy has been transferred into experience (Pine and Gilmore, 1998, 1999; Schmitt, 1999; O’Sullivan and Spangler, 1998) and experience industries are rising (Toffler, 1970, O’Sullivan and Spangler, 1998). This study focuses on exploring the emotional aspects of customers’ experiences underlying the context of deliberately designed service settings. Two research objects are approached in this study. First, this research comprehensively explores the essence of customer experiences from the customer’s perspective. A qualitative study is conducted to find out the elements that constitute customers’ experiences, and a conceptual model that describes what is customer experience is thereby proposed. In this model, customer experience is made up of five elements (dimensions): the customers themselves and customers’ interactions with physical surroundings, service providers, other customers, and companions. Second, this research attempts to probe customers’ emotional perceptions of experience quality and to develop an instrument to measure this construct. This research clarifies the concept of experience quality by reviewing the literature, conducting qualitative studies, performing a procedure of scale development, testing the relative importance of dimensions, and examining the relationship among experience quality, customer satisfaction and loyalty. The findings verify that experience quality, as a higher-order construct, is made up five first-order constructs, which are demonstrated in the result of the qualitative study. The result of this research also reveals that experience quality has positive effect on customer satisfaction and loyalty. Relevant discussion of applications, future research, and limitations are also provided in the conclusion.
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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 consórcio dos projetos, permitirá ainda à comunidade em geral ver todo o desenrolar de um projeto financiado pela União Europeia.
A definição de Comunicação e Disseminação trata-se de um processo extremamente planeado que mostra informações sobre resultados e ocorre durante um projeto. Um plano de Comunicação e Disseminação define a estratégia de comunicação a utilizar para a divulgação dos projetos que, neste caso, é primordialmente feita com uma boa gestão das redes sociais. As atividades de Disseminação e Comunicação diferem de projeto para projeto, consoante o seu tema e a sua atividade. Nos dias de hoje, a maneira como as empresas trabalham as redes sociais tem bastante impacto nos clientes, nos negócios e nos consumidores e isto refletido nos Projetos Europeus, não se torna exceção.
Por de trás de toda esta Comunicação e Disseminação, tem que existir uma gestão de projeto bem-sucedida. A gestão de projeto trata-se de um conjunto de técnicas e metodologias para se conseguir atingir um determinado objetivo. Passa por um processo de planeamento, para depois executar da melhor forma e, após isto, o acompanhamento e monitorização do mesmo. Gestão de projeto passa principalmente por liderar um projeto de forma a entregar os melhores resultados possíveis às partes interessadas.
Assim, surge este relatório, no seguimento do Estágio Curricular integrado na componente não letiva do Mestrado em Marketing e Negócios Internacionais, realizado na LOBA – Costumer Experience Design, no departamento de Projetos Europeus. Além da descrição das atividades realizadas, que começaram por ser a gestão de redes sociais e ainda, posteriormente, a gestão dos projetos, o objetivo passa por abordar as estratégias onde as tarefas acima descritas estão inseridas, na Comunicação e Disseminação dos Projetos Europeus.
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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 recreate the “neighborhood bakery”.
The aim of this thesis is to understand how A Padaria, without creating a new concept, managed to achieve awareness that makes clients line up at each store.
During the case, the key success factors of A Padaria are explained with special emphasis on their communication and integrated value chain. The outcome of a cared publicity in the media is also discussed as well as the efforts made so the people knew a new bakery was coming to town: the word-of-mouth effect.
Now with Lisbon served by 14 stores, comes the time to go further and reach other locations and the challenge arises: how should A Padaria expand? Franchising or wholly owned stores make the alternatives.
In actual stores, sales are not bumping as before and Carvalho knows he needs to retain customers as A Padaria lost part of its novelty effect.
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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.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 sources to understand and discuss the economical benefits that can be derived from a customer centric business model and customer experiences. • To review customer attrition and acquisition data in contrast to customer management strategies in order to understand the economical benefit related to strategy. • To conduct an informal study using existing and proposed experiences and interactions by a variety of consumers in order to assist with the development of a customer centric business model and understand the benefits various experiences may have on the economical value to the organization.
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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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碩士大葉大學
管理學院碩士在職專班
100
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.
49
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.
Full textAbstract:
碩士崇右影藝科技大學
經營管理系
106
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 customer experience on customer satisfaction, the effect of leisure agriculture area customer experience on revisit intention, and the effect of leisure agriculture area customer satisfaction on revisit intention. This study conducts a questionnaire survey to collect data of customers that experience Maling Leisure Agriculture Area, and uses regression analysis to analyze data. Research results are as follows: 1. Customer experience has a positive effect on customer satisfaction: Feeling, thinking, action, and relation experiences had a significant effect. 2. Customer experience has a positive effect on revisit intention: Feeling, thinking, action, and relation experiences had a significant effect. 3. Customer satisfaction has a positive effect on revisit intention: There was a significant effect.
50
Liao, Yi-Ting, and 廖宜庭. "A study of customer experience and customer journey to contact lenses." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/e8624w.
Full textAbstract:
碩士國立政治大學
企業管理研究所(MBA學位學程)
107
In recent years, many Taiwanese companies, especially technology companies have created contact lens brands or manufactured for other OEM brands. As many key patents for contact lenses have expired, there are more and more emerging contact lens brands, and the channels for consumers to obtain contact lenses are becoming more and more diverse. Therefore, the contact lenses market in Taiwan is quite fierce now. This study explores how can the leader of the industry respond to this highly competitive market. This study adopts a semi-structured depth interview method for users that have two years of wearing contact lenses and brands switching experience. The main findings are as follows: 1. The awareness and correct concept of contact lenses needs to be awakened by brands. For example, what’s the minimum amount of astigmatism that should be corrected? What’s the meaning and importance of the water content and the oxygen permeability rate. 2. If the brand wants to help new wearer by making contents, the brand needs to ensure that the contents are related to its own products and can be found immediately in the search results. 3. Pre-purchase: Trial activities are important and helpful to consumers to realize a brand or product. 4. Purchase: New type of channels(such as drugstores and online shopping) are not the key factor of attracting consumers, but the rapid change of products. 5. Post-purchase: Most of users rely on their own judgment to solve problems on wearing contact lenses, which may cause some bad consumer experience and leave a bad impression on the brand sometimes. Based on conducted interviews, several suggestions for the case brand include the following：1. The study showed that consumers understand the product more easily and have great consumer experience through staff’s explanation. In addition to communication with consumers, the brand A needs to get channel’s attention for the knowledge of products. 2. The brand A can store the optometry information into apps or website which enhance the connection between optometry and brand. 3. The brand A could create a function of ordering online which just like online shopping. In this way, the brand A can lower the possibility of out of stock. 4. The brand A could create a communication channel for consumers to consult their problem on wearing contact lenses. Meanwhile, the brand A could post some tips to deal with those problems actively. The findings from this study can assist all the contact lenses company.