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Journal articles on the topic 'Customer experience'

Author: Grafiati

Published: 4 June 2021

Last updated: 25 July 2025

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1

Pasaribu, Romindo M., Arlina Nurbaity Lubis, Endang Sulistya Rini, and Beby Karina F. Sembiring. "Examining Generation Z Loyalty in Medan's Fashion Sector Omnichannel." Journal of Ecohumanism 3, no. 6 (2024): 562–70. http://dx.doi.org/10.62754/joe.v3i6.4028.

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Generation Z's mobile behavior is a challenge for retailers in the fashion industry to provide and create experiences and engagement that will ultimately form loyalty. create experiences and engagement that will ultimately form customer loyalty. customers. The purpose of this study is to examine and analyze experience, customer engagement, and hedonic cultural value orientation in increasing the loyalty of generation Z customers in Medan City. This research was conducted on Generation Z in Medan City with a sample size of 440 respondents. Data analysis technique data analysis technique using S

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Gao, Wei, and Hua Fan. "Omni-Channel Customer Experience (In)Consistency and Service Success: A Study Based on Polynomial Regression Analysis." Journal of Theoretical and Applied Electronic Commerce Research 16, no. 6 (2021): 1997–2013. http://dx.doi.org/10.3390/jtaer16060112.

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Drawing on expectation disconfirmation theory, this study explores the dyadic nature of omni-channel consistency on customer experience. Specifically, we propose a conceptual model that focuses on a brand’s offline channel customer experience relative to that of its online channel, and test the influences of customer experience (in)consistency on customer satisfaction, which then improves repurchase intention and word-of-mouth. The results of polynomial regressions on 265 survey respondents indicate that given omni-channel customer experience inconsistency, customers prefer consistent online a

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Sultan, Abdullah. "Identifying brand touchpoints to increase switching costs in the banking industry." International Journal of Bank Marketing 38, no. 3 (2019): 718–36. http://dx.doi.org/10.1108/ijbm-07-2019-0255.

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Purpose The purpose of this paper is to study the effect of staged customer experiences on customer switching costs in the banking industry. Design/methodology/approach Brand touchpoints in the banking industry are identified by exploratory research using focus group sessions with bank customers and staff and refined by exploratory factor analysis using an independent sample of bank customers to form the staged customer experience construct. The proposed research model is then validated by confirmatory factor analysis with an independent sample using structural equation modeling. Findings Cust

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Åkesson, Maria, Bo Edvardsson, and Bård Tronvoll. "Customer experience from a self-service system perspective." Journal of Service Management 25, no. 5 (2014): 677–98. http://dx.doi.org/10.1108/josm-01-2013-0016.

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Purpose – A service system, including self-service technologies (SSTs), should facilitate actors’ value co-creation processes to enhance customer experiences. The purpose of this paper is to analyze how customers’ experiences – both favorable and unfavorable – are formed by identifying the underlying drivers when using SSTs in the context of a self-service-based system. The authors also analyze customers’ journeys, which occur before, during, and after their experience with a self-service-based system with SSTs. Design/methodology/approach – An exploratory, inductive study examines customers’

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Samsa, Caglar. "The Mediating Role of Firm Prestige in the Relationship between Perceived Quality and Behaviour Intention in Customer Cafeteria Experiences." Marketing and Management of Innovations 14, no. 2 (2023): 87–100. http://dx.doi.org/10.21272/mmi.2023.2-09.

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Customer experience is viewed from different perspectives as an economic, marketing, management, and competitive strategy. Regardless of the perspective, customer experience is a business strategy and a critical concept that plays a key role in firm success in the 21st century. In recent years, there has been an increasing focus on customer experience as a way for companies to differentiate themselves and build strong relationships with their customers. This approach is based on the idea that companies can build emotional bonds with their customers by providing memorable and positive experienc

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Suja, Suresh, and Krishnaveni Muthiah Dr. "Relationship of Customer Experience with Product-related and Market-related factors in Food Retailing Outlets." RESEARCH REVIEW International Journal of Multidisciplinary 03, no. 09 (2018): 70–74. https://doi.org/10.5281/zenodo.1409147.

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Customer experience is significant for every retailer as the strength of their business is dependent on the experiences provided for the customers. Experiences are unique as it varies from customer to customer, so the retailers are supposed to understand the nature of the experiences met by their customers. The article is focusing on the relationship of customer experience with product-related and market-related factors at food retailing outlets. The results have highlighted quality, price and assortment as important product-related factors and atmosphere, convenience and fast check-out as imp

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Nwankwo, Cosmas Anayochukwu, and MacDonald Isaac Kanyangale. "Customer Experience Management: Analysis of Customer Retention in Restaurants in Anambra State, Nigeria." Marketing of Scientific and Research Organizations 49, no. 3 (2023): 1–26. http://dx.doi.org/10.2478/minib-2023-0013.

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Abstract This study examined the effect of customer experience management (CEM) on customer retention in restaurants in Anambra State, Nigeria. Specifically, the study sought to investigate the influence of affective customer experience, cognitive customer experience, physical customer experience and social-identity customer experience on customer retention in restaurants in Anambra State, Nigeria. The study adopted a survey research method. The study found that affective customer experience, cognitive customer experience, physical customer experience and social-identity customer experiences h

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

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

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Hsieh, Yen-Hao, and Soe-Tsyr Yuan. "Using System Dynamics to Analyze Customer Experience Design." International Journal of Service Science, Management, Engineering, and Technology 1, no. 3 (2010): 84–99. http://dx.doi.org/10.4018/jssmet.2010070105.

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Today, customer experience design is an emerging research direction in the experience economy where good customer experiences can lead service providers to achieve their business goals. Customer expectation, another key point for designing service experiences, affects how customers really feel during service experience delivery, while service operation is another important factor must be taken into account. System dynamics, as an analytic tool, can provide designers with a different way of thinking by integrating these factors for customer experience design. Accordingly, this study not only mo

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Ogunnaike, Olaleke Oluseye, Solomon Agada Agada, Ogheneochuko Salome Ighomereho, and Taiye Tairat Borishade. "Social and Cultural Experiences with Loyalty towards Hotel Services: The Mediating Role of Customer Satisfaction." Sustainability 14, no. 14 (2022): 8789. http://dx.doi.org/10.3390/su14148789.

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The increasing role of the customer experience, based on the feelings the customers acquire from the interaction with a firm’s product and services, has been considered an effective influence on customer satisfaction and loyalty. Customer satisfaction also plays a linking role in the performance–loyalty link. This study, therefore, investigated the effect of the social- and cultural-experience dimensions on loyalty towards hotel services, with customer satisfaction playing a mediating role. Based on a cross-sectional survey of 532 customers of three-star hotels in Lagos State, Nigeria, the ana

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Klaus, Philipp ‘Phil’, and Stan Maklan. "Towards a Better Measure of Customer Experience." International Journal of Market Research 55, no. 2 (2013): 227–46. http://dx.doi.org/10.2501/ijmr-2013-021.

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Defining and improving customer experience is a growing priority for market research because experience is replacing quality as the competitive battleground for marketing. Service quality is an outgrowth of the total quality management (TQM) movement of the 1980s and suffers from that movement's focus on the provider rather than the value derived by customers. Researchers today state that customer experience is generated through a longer process of company–customer interaction across multiple channels, generated through both functional and emotional clues. Our research with practitioners indic

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Adit, Masditou. "Pengaruh Experiential Marketing Terhadap Loyalitas Pelanggan Pada Coffee Shop Desa Wisata Tuk Tuk Siadong Kabupaten Samosir." TEHBMJ (Tourism Economics Hospitality and Business Management Journal) 3, no. 1 (2023): 13–23. http://dx.doi.org/10.36983/tehbmj.v3i1.435.

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This study aims to investigate the impact of Experiential Marketing on customer loyalty at a coffee shop located in Tuk Tuk Siadong Tourism Village, Samosir Regency. Experiential Marketing is a marketing approach that aims to create a unique and satisfying experience for customers. In the context of a coffee shop, positive experiences include factors such as a comfortable atmosphere, friendly service, special activities, and a pleasant environment. The research method used was a survey using a questionnaire distributed to coffee shop customers as respondents. The collected data were analyzed u

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Rathee, Ruppa. "MAKING CUSTOMERS HAPPY THROUGH EXPERIENTIAL MARKETING." ICTACT Journal on Management Studies 6, no. 3 (2020): 1283–90. https://doi.org/10.21917/ijms.2020.0180.

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Happiness is an emotional state usually defined by positive emotions and leading to joy. Nowadays, marketers are keenly focused on making customers happy. But this can’t be done by persuasive marketing campaigns or tactics instead what leads to happiness is a positive experience forming an emotional connection. Therefore, the present study was conducted to study the impact of customer experiences on customer loyalty and satisfaction. For this, a sample of 300 customers at various adventure parks was taken. The data was collected through convenience sampling and analyzed using SPSS version 23.

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Кілісва, Ненсі Гатоні, and Шаме Мугова. "Customer Experience and Customer Loyalty in Retail Multichannel Banking: A Mediation Analysis." European Journal of Management Issues 33, no. 1 (2025): 14–22. https://doi.org/10.15421/192502.

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Purpose: This paper examines whether customer experience has an influence on customer loyalty in a multichannel banking environment. Design/Method/Approach: The study used a sample of 466 bank customers in Durban, South Africa. Data from the survey of the bank customers was analysed using Partial Least Squares Structural Equation Modelling (PLS-SEM), and a theoretical model was created and empirically tested. Findings: The study findings indicate that the relationship between customer experience and customer loyalty is mediated by service quality and customer satisfaction. The theoretical mode

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Susanto, Bayu Fajar. "EKSPLORASI STRATEGI PEMASARAN PENGALAMAN DALAM INDUSTRI PARIWISATA: STUDI KUALITATIF PADA HOTEL INHIL PRATAMA TEMBILAHAN." JURNAL ANALISIS MANAJEMEN 9, no. 1 (2023): 24–31. http://dx.doi.org/10.32520/jam.v9i1.3199.

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This research aims to explore the strategies of experience marketing in the tourism industry, focusing on a qualitative study conducted at Hotel Inhil Pratama in Tembilahan. Experience marketing strategies emphasize creating positive and satisfying experiences for customers. Employing a qualitative approach, this study utilizes in-depth interviews and participatory observations to collect data from customers who have stayed at Hotel Inhil Pratama. The findings reveal that Hotel Inhil Pratama implements various experience marketing strategies, including personalized services, sensory elements,

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Aanchal Amitabh. "Leveraging AI to Optimize Customer Experience." Journal of Information Systems Engineering and Management 10, no. 39s (2025): 245–51. https://doi.org/10.52783/jisem.v10i39s.7147.

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Introduction: To act towards the sole objective of attracting customers, a firm must enhance customer service, customer immersive experience, and personalization. In the era of AI and algorithms, customer relationship and communication management have become increasingly interesting and important. Objectives: The present study aims to explore the impact of AI integration on customer experience. Artificial intelligence's impact on enhancing customer service is brought about by the use of chatbots and virtual agents, creating immersive experiences with the help of AR and VR, and improving person

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Kurhayadi, *Kurhayadi, Barkah Rosadi, Muhammad Yusuf, Aep Saepudin, and Tuti Asmala. "The Effect of Company Reputation and Customer Experience on Customer Loyal Behavior Citylink Indonesia." Riwayat: Educational Journal of History and Humanities 5, no. 2 (2022): 416–20. http://dx.doi.org/10.24815/jr.v5i2.28848.

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The goal of this study is to see how the VIP customer research object at Citylink Indonesia Airlines affects customer loyalty. So according research on the impact of customer experience on regular customers, patrons who receive a positive ” are more likely to return for another purchase, more likely to recommend the business to friends, and less inclined to shift to competitors. According to the findings of this study, customer experience management factors play an important role in business competitiveness. Emotional experiences, according to the literature, play an important role in customer

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Nielsen, Rikke. "Customer satisfaction: the customer experience through the customer's eyes." Total Quality Management & Business Excellence 21, no. 11 (2010): 1229–30. http://dx.doi.org/10.1080/14783360903332361.

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

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

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Wong, Eugene, and Yan Wei. "Customer online shopping experience data analytics." International Journal of Retail & Distribution Management 46, no. 4 (2018): 406–20. http://dx.doi.org/10.1108/ijrdm-06-2017-0130.

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Purpose The purpose of this paper is to develop a customer online behaviour analysis tool, segment high-value customers, analyse their online purchasing behaviour and predict their next purchases from an online air travel corporation. Design/methodology/approach An operations review of the customer online shopping process of an online travel agency (OTA) is conducted. A customer online shopping behaviour analysis tool is developed. The tool integrates competitors’ pricing data mining, customer segmentation and predictive analysis. The impacts of competitors’ price changes on customer purchasin

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Avdiaj, Gentiana. "FINANCIAL IMPACT OF CUSTOMER EXPERIENCE MANAGEMENT - EVIDENCE FROM KOSOVO BANKING MARKET." Knowledge International Journal 32, no. 1 (2019): 81–85. http://dx.doi.org/10.35120/kij320181a.

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Customers are becoming increasingly sophisticated in their expectations. Customers are seeking engaging experiences that stimulate, entertain, educate and/or challenge. In the minds of customers brands that can provide such experiences are clearly more valuable as compared to brands that don’t was written in the research paper of Schmitt in year 1999.Consistent delivery of outstanding service has become a must for every organization. Customer experience is considered as a key determinant of customer satisfaction and loyalty and with high impact on the financial growth of the organization. With

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

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

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Mishra, Manit. "Customer Experience: Extracting Topics From Tweets." International Journal of Market Research 64, no. 3 (2021): 334–53. http://dx.doi.org/10.1177/14707853211047515.

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The ubiquity of social media platforms facilitates free flow of online chatter related to customer experience. Twitter is a prominent social media platform for sharing experiences, and e-retail firms are rapidly emerging as the preferred shopping destination. This study explores customers’ online shopping experience tweets. Customers tweet about their online shopping experience based on moments of truth shaped by encounters across different touchpoints. We aggregate 25,173 such tweets related to six e-retailers tweeted over a 5-year period. Grounded on agency theory, we extract the topics unde

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Pham, Thu Thuy, and Van Khanh Pham. "Factors affecting customer experience in using digital banking, study in Vietnam." Journal of Economic and Banking Studies 4, no. 1 (2024): 15–26. http://dx.doi.org/10.59276/jebs.2024.06.2666.

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Most of the firms now agree that creating strong customer experience is becoming the most prioritized activity to attract and endure customers (Lemon, 2016). In previous research, the notion of customer experience is commonly mixed with customer satisfaction, customer loyalty, service quality and other related concepts. The study focusses on the root characteristics that distinguish customer experience from other related concepts, which is the customer journey with pre-purchase, purchase, and postpurchase stages. Applied in digital banking services with a survey of 215 retail customers in Viet

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Sheen, Young Seek. "Effect of Customer Engagement on Customer Value Creation and Subjective Well-being." Asian Journal of Beauty and Cosmetology 21, no. 2 (2023): 177–87. http://dx.doi.org/10.20402/ajbc.2022.0027.

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Purpose: This study analyzes the intermediate effect of customer value creation on the relationship between customer engagement and subjective well-being. It highlights the importance of customer engagement and interest while, validating the impact of customer's psychological happiness and satisfaction through customer value creation.Methods: Using the SPSS Ver.21.0 program as an analysis method, this study performed frequency analysis, factor analysis, reliability analysis, and three-stage mediated multi-regression. The survey included 240 customers who experienced experience and demonstratio

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Calvo-Porral, Cristina, and Jean-Pierre Lévy-Mangin. "An emotion-based segmentation of bank service customers." International Journal of Bank Marketing 38, no. 7 (2020): 1441–63. http://dx.doi.org/10.1108/ijbm-05-2020-0285.

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PurposeEmotional and affective responses are experienced during service use that determine customer behavior; and for this reason, bank services require an better understanding of the emotions customers feel in service experiences. This research aims to examine whether different customer segments exist in the bank services industry, based on the emotions they experience when using the service.Design/methodology/approachThe factors were examined through confirmatory factor analysis (CFA). Then, two-step clustering analysis was developed for customer segmentation on data from 451 bank service cu

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Chen, Tom, Judy Drennan, Lynda Andrews, and Linda D. Hollebeek. "User experience sharing." European Journal of Marketing 52, no. 5/6 (2018): 1154–84. http://dx.doi.org/10.1108/ejm-05-2016-0298.

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PurposeThis paper aims to propose user experience sharing (UES) as a customer-based initiation of value co-creation pertaining to service provision, which represents customers’ level of effort made for the direct benefit of others in their service network. The authors propose and empirically examine a user experience sharing model (UESM) that explicates customer-to-customer (C2C) UES and its impacts on firm-desired customer-based outcomes in online communities.Design/methodology/ApproachBased on an extensive review, the authors conceptualize UES and UESM. By using online survey data collected

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Bonfanti, Angelo, Vania Vigolo, Virginia Vannucci, and Federico Brunetti. "Creating memorable shopping experiences to meet phygital customers' needs: evidence from sporting goods stores." International Journal of Retail & Distribution Management 51, no. 13 (2023): 81–100. http://dx.doi.org/10.1108/ijrdm-12-2021-0588.

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PurposeThis study focuses on memorable customer shopping experience design in the sporting goods retail setting. It aims to identify the phygital customers' needs and expectations that are satisfied through in-store technologies and to detect the in-store strategies that use these technologies to make the store attractive and experiential.Design/methodology/approachThis exploratory study adopted a qualitative research methodology, specifically a multiple-case study, by performing semi-structured interviews with sporting goods store managers.FindingsSporting goods retailers use various in-store

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Resnick, Marc L., and Julian Sanchez. "Internet Usability and Customer Experience." Proceedings of the Human Factors and Ergonomics Society Annual Meeting 46, no. 14 (2002): 1266–70. http://dx.doi.org/10.1177/154193120204601406.

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The boom and bust of the dotcom mania has provided some significant wisdom to the general business community. Many of the now defunct dotcom companies were focused solely on customer acquisition. The more people who visited the site (“eyeballs”), they reasoned, the better their business would fare. This was generally accomplished through sub-cost prices and marketing gimmicks. Unfortunately, this led to a price-sensitive customer for whom the competition was only “a click away.” The failure of these companies, and of the business model they engendered, has led to an increased focus on customer

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Siebert, Anton, Ahir Gopaldas, Andrew Lindridge, and Cláudia Simões. "Customer Experience Journeys: Loyalty Loops Versus Involvement Spirals." Journal of Marketing 84, no. 4 (2020): 45–66. http://dx.doi.org/10.1177/0022242920920262.

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Customer experience management research is increasingly concerned with the long-term evolution of customer experience journeys across multiple service cycles. A dominant smooth journey model makes customers’ lives easier, with a cyclical pattern of predictable experiences that builds customer loyalty over time, also known as a loyalty loop. An alternate sticky journey model makes customers’ lives exciting, with a cyclical pattern of unpredictable experiences that increases customer involvement over time, conceptualized here as an involvement spiral. Whereas the smooth journey model is ideal fo

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Winata, Hendra, Armanu Thoyib, Fatchur Rohman, and Agung Yuniarinto. "The Effect of Perceived Risk and Customer Experience on Loyalty Intention for Mobile Banking: The Moderating Role of Customer Satisfaction." International Journal of Religion 5, no. 10 (2024): 3405–22. http://dx.doi.org/10.61707/yvscxr28.

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In the banking industry, providing a range of conventional and high-tech services is crucial to ensure customer satisfaction. One area that requires attention is mobile banking services, which need to offer an engaging experience to keep customers satisfied and loyal. However, empirically, the evidence regarding the impact of the role of mobile banking customer satisfaction on loyalty intention seems to leave room for improvement. Research indicates that customer experience and the risks involved can have a significant impact on consumer satisfaction and loyalty intention. The study is conduct

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Lee, Minwoo, Seonjeong (Ally) Lee, and Yoon Koh. "Multisensory experience for enhancing hotel guest experience." International Journal of Contemporary Hospitality Management 31, no. 11 (2019): 4313–37. http://dx.doi.org/10.1108/ijchm-03-2018-0263.

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Purpose This study aims to investigate the effect of customers’ multisensory service experience on customer satisfaction with cognitive effort and affective evaluations using big data and business intelligence techniques. Design/methodology/approach Online customer reviews for all New York City hotels were collected from Tripadvisor.com and analyzed through business intelligence and big data analytics techniques including data mining, text analytics, sentiment analysis and regression analysis. Findings The current study identifies the relationship between affective evaluations (i.e. positive a

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Shweta Roy, Himanshu Gulati,. "ANALYSIS OF SENSORY MARKETING ON CONSUMERS AT RETAIL STORES." INFORMATION TECHNOLOGY IN INDUSTRY 9, no. 1 (2021): 736–44. http://dx.doi.org/10.17762/itii.v9i1.194.

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In order to be forever etched in the minds of customers, Retail Store owners use Sensory Marketing techniques to provide a holistic experience to them at stores. How much a product or service is perceived by a customer is referred to as a sensory experience. The experience of a customer in a store has a huge impact on their buying decision and the image that the customer has of the company. In order to provide an experience that stays with the customers, retailers use techniques to influence the sensory experience of customers in a store. These experiences are results of external stimuli to ou

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Saputra, Mohammad Eryan, Sumiati Sumiati, and Agung Yuniarinto. "The effect of customer experience on customer loyalty mediated by customer satisfaction and customer trust." Journal of Economics and Business Letters 3, no. 3 (2023): 27–37. http://dx.doi.org/10.55942/jebl.v3i3.205.

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Customer experience refers to the internal, subjective response to an interaction with a product or service. Customer loyalty demonstrates customers' deep commitment to resubscribe or make consistent and repeated use of a service or product in the future. Mobile applications can integrate elements of customer experience, customer satisfaction, and customer trust to foster customer loyalty. The Mobile Application Customer Experience (MACE) highlights factors that influence customer experience, particularly in mobile application usage, including ease of use, convenience, customization, timelines

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P. Manasa. "Customer Experience using Plutchik’s Wheel of Emotion - A Content Analysis Approach." Journal of Information Systems Engineering and Management 10, no. 14s (2025): 807–19. https://doi.org/10.52783/jisem.v10i14s.2397.

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Purpose: This research examines customer experiences at heritage hotels using Plutchik’s Wheel of Emotion as a framework. The objective is to identify and analyze the emotional responses of guests, offering insights into how these emotions affect perceptions of service quality, ambiance, and overall satisfaction. Design/methodology/approach: The study applies a content analysis methodology, applying sentiment analysis tools to online reviews of heritage hotels. R programming is employed to analyze reviews and categorize emotional expressions according to the eight fundamental emotions delineat

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

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

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Aripin, Zaenal Aripin, Ngurah Made Novianha Pynatih, and Ni Rai Artini. "HOW BANK SERVICE INNOVATION AFFECTS THE VALUE OF CUSTOMER EXPERIENCE AND DECISION TO BE LOYAL." JIS SIWIRABUDA 1, no. 2 (2023): 128–36. https://doi.org/10.58878/jissiwirabuda.v1i2.238.

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In light of technological advancements and heightened competition in banking, institutions are adopting service innovations to retain clientele. Yet, the impact of such innovations on customer experience value and loyalty remains underexplored. This study aims to scrutinize the relationship between bank service innovation, customer experience value, and loyalty decisions. Additionally, it seeks to identify pivotal factors within service innovation that shape customer experience value and loyalty choices. Employing a literature study encompassing previous research, articles, and books on bank s

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Oh, Mi-Ok, and Jong-Kuk Shin. "Effects of customer value co-creation behavior on customer experience and customer loyalty." Korean Data Analysis Society 24, no. 5 (2022): 1745–62. http://dx.doi.org/10.37727/jkdas.2022.24.5.1745.

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This study is to investigate the mechanism that value co-creation customer behavior consisting of customer participation behavior and customer citizenship behavior affects customer loyalty through customer experience. For this purpose, this study classifies customer participation behavior into information sharing and responsible behavior, customer citizenship behavior into feedback and helping, and analyzes the influence of each on economic, hedonic, symbolic, and relational customer experience. And it analyzes the influence of each customer experience on customer loyalty. As a result of analy

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

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

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Komulainen, Hanna, and Saila Saraniemi. "Customer centricity in mobile banking: a customer experience perspective." International Journal of Bank Marketing 37, no. 5 (2019): 1082–102. http://dx.doi.org/10.1108/ijbm-11-2017-0245.

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Purpose The purpose of this paper is to increase understanding about how to improve customer value and to make mobile banking services a profitable business for banks and other financial actors. The study explores the user experiences and related value of a new mobile banking service. Design/methodology/approach The study is implemented as a case study that is phenomenological in nature and linked to an interpretive consumer study. Empirical data were collected through 14 semi-structured theme interviews and a diary method. The data were analysed by using a content analysis method. Findings Th

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Asyhari, Muhammad Daffa, and Rizky Dermawan. "The Influence of Experiential Marketing and Emotional Marketing on Customer Loyalty at Starbucks Jemursari." International Journal of Economics (IJEC) 3, no. 1 (2024): 251–59. http://dx.doi.org/10.55299/ijec.v3i1.727.

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Experiential Marketing is a way of providing customers with experience regarding the services or products they use so as to influence customer loyalty. Emotional Marketing aspects build emotional relationships beyond the experiences experienced by customers, warm emotional relationships build customer attachment to products or services. This research aims to determine the influence of Experiential Marketing and Emotional Marketing on customer loyalty at Starbucks Jemursari. This research method uses quantitative research. The population in this research is Starbucks Jemursari customers with a

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Keiningham, Timothy, Joan Ball, Sabine Benoit (née Moeller), et al. "The interplay of customer experience and commitment." Journal of Services Marketing 31, no. 2 (2017): 148–60. http://dx.doi.org/10.1108/jsm-09-2016-0337.

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Purpose This research aims to better understand customer experience, as it relates to customer commitment and provides a framework for future research into the intersection of these emerging streams of research. Design/methodology/approach This research contributes to theoretical and practical perspectives on customer experience and its measurement by integrating extant literature with customer commitment and customer satisfaction literature. Findings The breadth of the domains that encompass customer experience – cognitive, emotional, physical, sensorial and social – makes simplistic metrics

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Hokonya, Sham. "Artificial Intelligence and Customer Experience: Key Takeouts From Telecoms Sector in Zimbabwe." Texila International Journal of Management 10, no. 1 (2024): 105–15. http://dx.doi.org/10.21522/tijmg.2015.10.01.art011.

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The purpose of this study was to glean key learnings from the use of artificial intelligence on customer experience with emphasis on Zimbabwean telecoms companies. The study employed qualitative research design, using semi structured interviews with customers, staff, and management of the telecoms companies in Zimbabwe. To unearth the key themes and trends and insights between artificial intelligence and customer experience thematic analysis was applied. The research evaluated the models employed by the Zimbabwean telecoms companies in transforming the customer experience landscape and hurdles

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Abubakar, Ruqayyah Abdullahi, Ahmed Abubakar Aliyu, Zahra B. Yashe, et al. "Enhanced AI-Powered Customer Experience Model." Science World Journal 20, no. 1 (2025): 17–21. https://doi.org/10.4314/swj.v20i1.3.

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This journal will focus on the intersection of artificial intelligence (AI) and customer experience (CX), highlighting how emerging technologies enhance customer interactions, personalization and satisfaction.AI- powered customer experience models are revolutionizing how business interact with customers by offering real-time, personalized and data-driven interactions. Today’s customers expect brands to anticipate their needs, resolve issues instantly, and provide seamless interactions across all channels. The enhanced AI- powered customer experience model aims to transform traditional customer

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Budhi Danurdara, Ananta, and Anwari Masatif. "Assessing the customer experience quality and customer loyalty: The mediating role of customer satisfaction." Innovative Marketing 21, no. 2 (2025): 248–59. https://doi.org/10.21511/im.21(2).2025.20.

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Customer loyalty must be maintained and improved by the firm, including the hospitality sector. Customers determine the sustainability and the firm success. The research aims to examine the mediating role of customer satisfaction in the relationship between customer experience quality and customer loyalty in the Indonesian hospitality industry. Customer satisfaction is the variable that will be assessed as an intervening variable. The research method uses a quantitative approach. Respondents in this study were customers who had ever stayed at hotels, both 1, 2, 3, 4, 5 star hotels and non-star

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Jlassi, Emna, Amel Chaabouni, and Molka Triki. "Impact of Recommendation Systems on AI-enabled Customer Experience." Journal of Telecommunications and the Digital Economy 13, no. 1 (2025): 160–91. https://doi.org/10.18080/jtde.v13n1.1137.

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Artificial intelligence (AI) is revolutionising the way customers interact with brands. AI-based customer experiences lack empirical research. This study aims to analyse how and to what extent integrating AI through recommendation systems in online purchases can lead to better AI-based customer experiences. We propose a theoretical model based on the theory of trust and commitment and the technology acceptance model. We conducted an online survey with customers who have experience with AI-powered online recommendation ads. We analysed 220 responses using PLS-SEM. The results of this research s

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

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

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

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

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Yoo, Hwa-Sook. "Effect of Consumer Shopping Value on Recognition of the Importance of Customer Experience in Sportswear Stores." Family and Environment Research 60, no. 4 (2022): 521–33. http://dx.doi.org/10.6115/fer.2022.035.

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Using Bernd H. Schmitt’s experiential modules, this study investigated the effect of shopping value on recognizing the importance of customer experience. A survey was conducted with 400 adults aged in their 20s to 50s. To analyze the data, factor analysis, a reliability test, cluster analysis, and ANOVA were conducted. The results were as follows. First, the shopping values exhibited by sportswear consumers were a utilitarian shopping value and a hedonic shopping value. Through these, consumers were classified into four groups: a shopping value-oriented group, a utilitarian shopping value grou

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Ta, An Hai, Leena Aarikka-Stenroos, and Lauri Litovuo. "Customer Experience in Circular Economy: Experiential Dimensions among Consumers of Reused and Recycled Clothes." Sustainability 14, no. 1 (2022): 509. http://dx.doi.org/10.3390/su14010509.

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The textile and clothing industry is undergoing a sustainability transition, pushing related businesses to adapt to circular economy (CE) models, such as recycling and reuse. This shift has been extensively studied from industry and business model perspectives, but we lack an understanding of the customer perspective, i.e., how circulated products, such as reused and recycled clothes are experienced among consumers. This understanding is crucial, as customer experience plays a significant role in the adoption of CE products. Therefore, we conducted a qualitative interview study to explore how

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