To see the other types of publications on this topic, follow the link: Customer experience.
Journal articles on the topic 'Customer experience'
Create a spot-on reference in APA, MLA, Chicago, Harvard, and other styles
Consult the top 50 journal articles for your research on the topic 'Customer experience.'
Next to every source in the list of references, there is an 'Add to bibliography' button. Press on it, and we will generate automatically the bibliographic reference to the chosen work in the citation style you need: APA, MLA, Harvard, Chicago, Vancouver, etc.
You can also download the full text of the academic publication as pdf and read online its abstract whenever available in the metadata.
Browse journal articles on a wide variety of disciplines and organise your bibliography correctly.
1
Åkesson, Maria, Bo Edvardsson, and Bård Tronvoll. "Customer experience from a self-service system perspective." Journal of Service Management 25, no. 5 (October 14, 2014): 677–98. http://dx.doi.org/10.1108/josm-01-2013-0016.
Full textAbstract:
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’ self-service experiences of using an SST. By undertaking 60 customer interviews, an event-based technique identified 200 favorable and unfavorable experienced events, which consist of activities and interactions identified through open coding guided by a theoretical framework. Customers’ experiences form through social norms and rules, referred to here as schemas. The authors sorted the drivers into four main categories of schemas (informational, relational, organizational, and technological) and into three categories: before, during, and after the store visit. Findings – The authors identified 13 favorable and unfavorable customer experience drivers that guide value co-creation and explain how the flow of value co-creation helps form customers’ experiences. Research limitations/implications – The results are limited to one self-service system context and therefore do not provide statistical generalizability. In addition, the examined company already focusses on customer experiences; other organizations may have different experience drivers. Practical implications – The results explain what is important when designing an SST-based service system. Besides, managers can promote the drivers in this research as advantages customers can gain by using self-service. Originality/value – This study offers original contributions by: first, classifying and analyzing 13 experience drivers in four categories grounded in customers’ schemas; and second, offering a new conceptualization that focusses on the formation of customers’ experiences during a value co-creation process – that is, the customer's journey – rather than on the outcome experience only.
2
Sheen, Young Seek. "Effect of Customer Engagement on Customer Value Creation and Subjective Well-being." Asian Journal of Beauty and Cosmetology 21, no. 2 (June 29, 2023): 177–87. http://dx.doi.org/10.20402/ajbc.2022.0027.
Full textAbstract:
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 demonstration services at the cosmetics stores in Seoul and the metropolitan area from December 3 to 31, 2021. For the analysis, 232 samples were used, excluding 8 samples that were deemed unusable.Results: First, customers who experienced experience and demonstration services in cosmetics stores have a positive effect on customer value creation. Furthermore, this positive effect extends to customers' psychological well-being and satisfaction. Second, in the context of the relationship between customer information and subjective well-being, customer value creation has been demonstrated to have a partial mediating effect.Conclusion: Experience and demonstration services offer by cosmetics stores with high-quality content can enhance customer participation and encourage active customer engagement. Consequently, they contribute in, improving functional satisfaction, enjoyment and social value for customers. By efficiently achieving mutual value creation between companies and customers through leveraging such customer information, these services can function as strategic marketing tools. Moreover, they play a crucial role in completing the image improvement of companies and their cosmetic products by projecting customers' happiness on to cosmetics and services offered.
3
B., Kamaladevi, and Vanitha Mani M.R. "e-Shopping Experience in e-Tail Market." International Journal of Information Systems and Social Change 5, no. 2 (April 2014): 13–24. http://dx.doi.org/10.4018/ijissc.2014040102.
Full textAbstract:
Survival of fittest and fastest is the mantra of today's business game. In the modern e-Business era, the retailer must focus on the customer's e-Tailing experience to survive in the e-World. To focus an e-Customer's experience towards e-Tailing, the retailers should understand what “e-Tailing” actually means. e-Retailing is a form of electronic commerce which allows consumers to directly buy goods or services from a seller over the Internet using a web browser. e-Tailing can be referred as e-web store, e-Shop, e-Store, Internet shop, web-shop, web-store, online store, and virtual store. On the other hand, e-Customer Experience Management is a strategy that focuses the operations and processes of an e-Business around the needs of the individual e-Customer. It represents a strategy that results in a win–win value exchange between the e-Tailer and their e-Customers. The goal of e-Customer experience management is to move customers from satisfied to loyal and then from loyal to advocate. This paper focuses on the role of macro factors influencing e-Customers to make e-Shopping and how they can shape e-Customer experiences and behaviors. As a result, e-Store information quality, e-Shopping cost, e-Store design quality, e-Privacy/security, e-Customer service and e-Delivery service quality are found as the macro factors influencing e-Customers towards e-Tailing.
4
Sudiyono, Kristianus Ade, Prio Utomo, and Claudia Severesia. "Effect of Customer Experience and Customer Value Towards Customer Loyalty and Satisfaction on B2B Food and Beverage Sector." Journal of Business and Management Review 3, no. 9 (September 27, 2022): 627–40. http://dx.doi.org/10.47153/jbmr39.4552022.
Full textAbstract:
This study aims to study the effect of customer experience and value on customer loyalty and satisfaction in B2B industry which researchers limitedly discussed. The organization needs to implement customer experience management to create value for customers' purchase intention and win the market competition. One essential key to maintaining customer loyalty is good customer experience management. The elements of customer experience management consist of customer experience, customer value, and purchase intention. The research is cross-sectional quantitative research. An online survey using Google Form was carried out using the purposive sampling technique in 2021 and obtained 85 valid respondents who are corporate customers of a food and beverage manufacturing company located in Tangerang. Respondents were asked 23 closed ended on five scales Likert: strongly disagree to strongly agree. Data were analyzed using PLS-SEM (Partial Least Square – Structural Equation Model. The result shows that customer experience significantly affects customer value, loyalty, and satisfaction. Customer value significantly affects customer loyalty but is not significant to customer satisfaction.
Customer experience involves the customer's response to the customer's journey. However, the nature of customer experience is quite complicated; therefore, measurement of customer satisfaction and customer loyalty is used more often. Customer value is related to the company’s product excellence, which has a long-term effect resulting in customer loyalty. Therefore, organizations need to focus on building customer experience management and long-term customer value.
5
Raju, J. K., and Deepali Walavalkar. "Customer Experience Management - the Mantra for Success." Ushus Journal of Business Management 5, no. 1 (January 10, 2006): 1–8. http://dx.doi.org/10.12725/ujbm.7.1.
Full textAbstract:
The past decade has seen several changes in the business environment and markets are flooded with several me-too brands making the consumer perplexed and further increasing his search time. With new brands encroaching the mind space of the customers and displacing the existing ones, the only differentiator the brands can rely on for lasting advantage is the experience that lingers in the customer's head.
Providing a meaningful experience is a challenging task for companies and they need to incorporate a CEM (customer experience management) culture by managing their customer, brand and their operational processes. CEM would not be possible without managing employee experience because they act as an interface between the company and the customer. It is also important to gain insights regarding perceptions of customers through research, so that changes can be incorporated to improve experiences in the future. In order to achieve strategic advantage organisations need to adopt policies and strategies that promote and enhance the experience environment.
6
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 (July 25, 2021): 1997–2013. http://dx.doi.org/10.3390/jtaer16060112.
Full textAbstract:
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 and offline experiences. For omni-channel consistency at lower levels of customer experience quality, customers prefer consistency at higher levels of quality. For omni-channel inconsistency where offline customer experience quality is lower than that online, customers prefer omni-channel inconsistency, where offline customer experience quality is higher than that online. These findings produce not only theoretical contributions but also insightful suggestions for how customer experience can be taken into consideration in the promotion of a brand’s omni-channel service success.
7
Pasaribu, Romindo M., Juara Simanjuntak, Juliansen Purba, Robi Sembiring, and Vinsensius Matondang. "Stimulus Organism Response Perspective on Understanding Gen Z's Loyalty in Shopping on the TikTok Shop." Jurnal Ilmiah Manajemen dan Bisnis 8, no. 2 (December 25, 2023): 151–65. http://dx.doi.org/10.38043/jimb.v8i2.4621.
Full textAbstract:
This study aims to identify and analyze the direct effect of integration channels on customer affective and cognitive experiences and customer loyalty, as well as an indirect relationship where affective and cognitive experiences mediate between integration channels and customer loyalty Gen Z. This research is quantitative. The population used was Generation Z in Medan City with a sample size of 253 respondents. Sampling was carried out using a non-probability sampling approach using purposive sampling. The results of this study are product integration and price and transactions have a significant effect on customer experience both affectively and cognitively. Integration of promotions and access to information does not significantly affect the customer's experience effectively and cognitively. Customer service integration significantly affects cognitive customer experience but does not affect effective customer experience. The integration of customer service fulfillment has a significant effect on the customer's affective experience and does not affect the cognitive customer experience. Meanwhile, affective and cognitive customer experiences significantly affect Gen Z customer loyalty. In an indirect relationship, affective and cognitive customer experiences can mediate between promotion integration and access to information on customer loyalty. Affective experience cannot mediate between customer service integration on Gen Z loyalty while cognitive customer experience can mediate. Cognitive customer experience cannot mediate between integration of order fulfillment and loyalty, while affective experience can mediate. This research contributes to the omnichannel marketing literature by providing new insights into the importance of affective and cognitive customer experiences in omnichannel shopping.
8
Sultan, Abdullah. "Identifying brand touchpoints to increase switching costs in the banking industry." International Journal of Bank Marketing 38, no. 3 (December 9, 2019): 718–36. http://dx.doi.org/10.1108/ijbm-07-2019-0255.
Full textAbstract:
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 Customer experience in the banking industry consists of four related but distinct stages (i.e. pre-touch, in-touch, post-touch and service failure). The first three stages have direct and indirect effects on switching costs that are partially mediated by relationship quality. Research limitations/implications Customer experience is an industry-specific construct with complicated effects on switching costs. Thus, the staged customer experience construct should be examined in different industries and applications to understand its implications. Practical implications Bank customers demand experiences that achieve desirable results in everyday situations and switch to other service providers easily if this demand is not met. Banks should focus on brand touchpoints that are both important to customers and increase switching costs to keep customers from defecting. Originality/value This research expands upon findings in the customer experience literature by exploring factors that link staged customer experiences with switching costs in the banking industry. In addition, a paradox is identified in the staged customer experience model that requires managers’ attention in order to design an effective customer experience strategy.
9
Sukmawan, Rio, and Zulganef Zulganef. "The Influence Of Insurance Service Reputation, Customer Relationship Management, And Price Attractiveness On Insurance Service Customer Customer Experience: A Literature Review." International Journal of Business, Economics, and Social Development 4, no. 1 (February 2, 2023): 32–37. http://dx.doi.org/10.46336/ijbesd.v4i1.366.
Full textAbstract:
In the service industry, a positive company reputation will influence customers' decisions to choose that business for their insurance needs. This reputation is systematically built by upholding the importance of responsibility and engaging in open dialogue with clients to foster a sense of client loyalty to insurance services. Customer loyalty is significantly influenced by customer relationship management. The most crucial thing for management to do is to uphold trust and service standards so that clients are satisfied with the products and services the business offers. Price is not only significant to customer service but also a key indicator of service quality. Client experience can influence a customer's trust in a company. The purpose of this literature review is to provide an overview of previous research on the impact of insurance service reputation, customer relationship management, and price attractiveness on insurance service customers' experiences. The method used is a literature review, which is a study that collects, comprehends, analyzes, and then concludes national and international journals. The findings of this literature review show that there is a relationship between customer loyalty and customer experience and the reputation of insurance services. Additionally, there is a relationship between customer relationship management and price attractiveness on customer loyalty and customer experience.
10
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.
Full textAbstract:
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 experiences, leading to greater loyalty, repeat business and positive word-of-mouth. To create these experiences, companies adopt a customer-centric approach that involves understanding their customers’ needs, preferences and behaviours and using this information to design and deliver experiences that exceed their expectations. This approach requires moving away from traditional product-centric or sales-oriented strategies and instead places the customer at the centre of the company’s operations and decision-making processes. From a customer-centric perspective, meeting customer expectations in customer experiences is very important in shaping customer perceptions, attitudes and behaviours. From an experience-based perspective, a study was designed by taking into account the expectancy-affirmation theory, which is a psychological model that explains how customers evaluate their satisfaction with a product or service based on their expectations and perceptions of the experience, and a psychological theory that predicts that meeting customers’ expectations from their experiences may lead to a change in customer behaviour. The study examined the mediating role of firm prestige in the relationship between the perceived quality of customer experiences and customer behaviour intention. For this purpose, data were collected from 230 participants who had cafeteria experience through a questionnaire. The collected data were increased to 5000 by bootstrapping (derivative sampling) through the PLS-SEM algorithm. The study found that store prestige partially mediated the relationship between perceived experience quality and behavioural intention (customer satisfaction/loyalty) but did not mediate the relationship between food quality and behavioural intention (customer satisfaction/loyalty). The study also found that store prestige mediated the relationship between atmosphere quality and service quality, and behavioural intention (customer satisfaction/loyalty). Subsequently, cafeteria management policies should prioritise atmosphere and service quality. These factors directly impact the store’s prestige, leading to customer satisfaction and loyalty.
11
Wang, Xuejun. "STUDY ON CUSTOMER SATISFACTION IN EXPERIENCE MARKETING OF EAST FITNESS CLUB IN WENZHOU." EUrASEANs: journal on global socio-economic dynamics, no. 6(43) (November 30, 2023): 505–14. http://dx.doi.org/10.35678/2539-5645.6(43).2023.505-514.
Full textAbstract:
This paper uses a mixed research method. Questionnaire on Wenzhou East issued questionnaire party fitness club 12 fitness club potential customers as the object of investigation, the article on the club to experience the customer using the occasional sampling method, the questionnaire distribution time is mainly concentrated in September-December 2022, each fitness club to issue 50 questionnaires, questionnaires sent to the customer to fill out the questionnaire and then retrieved, a total of 600 questionnaires issued to ensure that the questionnaire effect, the questionnaire issued after the end of the customer fitness experience, the customer experience, the questionnaire is issued to the customer. The customer's satisfaction with the experience effect of Wenzhou East Fitness Club is high and basically meets the customer's psychological expectations, which indicates that the implementation of the experience marketing strategy of Wenzhou East Fitness Club has been realized in all aspects of the customer experience process.
12
Khodadadi, Pouyan, Farshid Abdi, and Kaveh Khalili-Damghani. "An Integrated Model of Customer Experience, Perceived Value, Satisfaction, and Loyalty in Electronic Stores." International Journal of Enterprise Information Systems 12, no. 4 (October 2016): 31–46. http://dx.doi.org/10.4018/ijeis.2016100103.
Full textAbstract:
The main problem of electronic-stores is to resolve the obstacles of visitors as potential customers. In this paper the relationship between the experience of online customers, perceived value, satisfaction, and the loyalty is investigated. The main hypotheses of this study are analyzed using Structural Equation Modelling (SEM) methodology. The study is conducted in the biggest electronic-store in Iran. The structural model, is developed on the basis of four main hypotheses as follows: H1) Customer purchasing experience has impact on perceived value; H2) Perceived value of customers has impact on satisfaction; H3) Customer satisfaction has an impact on loyalty; H4) Customer purchasing experience has an impact on loyalty. The reliability of questions is checked using opinion of a group of experts who have at least 15 years of related experiences. The hypotheses are tested using data extracted from 396 questionnaires through AMOS software. Results show that customer's experience is influenced by trust, interaction, perceived usefulness, action, information credibility, and relating. Also, the customers' experience in online purchases does not directly influence their loyalty, since experience is a mental concept which has to pass the sequence of “Experience-Perceived Value-Satisfaction-Loyalty” in order to be converted to a behavioral concept.
13
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 (September 1, 2023): 1–26. http://dx.doi.org/10.2478/minib-2023-0013.
Full textAbstract:
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 have a significant effect on customer retention in restaurants in Anambra State, Nigeria. Based on the foregoing, the study concluded that CEM had a significant effect on customer retention in restaurants in Anambra State, Nigeria. The study recommended, amongst others, that management of restaurants should deliberately focus on humanic clues in terms of providing a conducive environment, especially one that is always clean for its customers.
14
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 (October 7, 2023): 743–51. http://dx.doi.org/10.36232/jurnalpendidikanbahasa.v10i2.4897.
Full textAbstract:
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 manage customers in customer experience with a product or service from a company. In this study, the authors discuss "Consumer Perceptions of Think & Act Experience Aspects at the Gacoan Gatot Subroto Noodle Restaurant, Bandung City". This research is quantitative. The data collection method uses a questionnaire with a Likert scale for a sample of 100 respondents. The study results show that customer experience with the Think and Act aspect positively and significantly impacts customer satisfaction and trust in Mie Gacoan Gatot Subroto Bandung City.
15
Klaus, Philipp ‘Phil’, and Stan Maklan. "Towards a Better Measure of Customer Experience." International Journal of Market Research 55, no. 2 (March 2013): 227–46. http://dx.doi.org/10.2501/ijmr-2013-021.
Full textAbstract:
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 indicates that most firms use customer satisfaction, or its derivative the Net Promoter Score, to assess their customers' experiences. We question this practice based on the conceptual gap between these measures and the customer experience. In IJMR 53, 6 (2011), we introduce a new measure appropriate for the modern conceptualisation of customer experience: the customer experience quality (EXQ) scale. In this article we extend that work and compare EXQ's predictive power with that of customer satisfaction. We establish that EXQ better explains and predicts both, loyalty and recommendations, than customer satisfaction.
16
Blasco-Arcas, Lorena, Blanca Hernandez-Ortega, and Julio Jimenez-Martinez. "The online purchase as a context for co-creating experiences. Drivers of and consequences for customer behavior." Internet Research 24, no. 3 (May 27, 2014): 393–412. http://dx.doi.org/10.1108/intr-02-2013-0023.
Full textAbstract:
Purpose – The purpose of this paper is to elaborate on the concept of engagement platforms and the theories of co-creation of value to analyze the purchase as a context for customers to co-create their own experiences. Specifically, the paper proposes that including online cues related to Customer to customer (C2C) interactions and coproduction in the engagement platform determines customer co-creation experiences. Moreover, the paper tests for the relationship between the co-creation experience and customer's purchase intentions. Design/methodology/approach – An online platform was designed and a purchase situation was simulated, in which the participants were asked to buy a pair of sneakers. To make the experience more realistic, participants could navigate and undertake activities related to the available cues, thus obtaining a direct experience of the possibilities of the platform. Structural equation modeling analyses were used to test the hypothesized relationships. Findings – The results confirm the importance of including cues related to C2C interactions and coproduction in order to increase co-creation experience possibilities for the customer during the online purchase. Moreover, if customers perceive that they are co-creating the experience, their purchase intentions increase. Practical implications – This paper addresses the importance of virtual engagement platforms as touch points for interaction and the importance of their characteristics for facilitating co-creation. These platforms provide customers with cues that promote their participation, the establishment of collaborative relationships and the co-creation of the purchase experience. Originality/value – There is a growing interest in understanding how customers interact with firms to co-create experiences and in the influence of IT-related service in this process. Nevertheless, to date, the online purchase experience as a co-creation context has not been fully investigated.
17
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 (July 2010): 84–99. http://dx.doi.org/10.4018/jssmet.2010070105.
Full textAbstract:
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 models the process of customer experience design by using causal loop diagrams and stock and flow diagrams, but also analyzes how the feedback and time delay factors influence customer experience design based on the simulation results of system dynamics. According to the macro viewpoint of system dynamics, this paper analyzes these important factors within customer experience design.
18
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 (July 18, 2022): 8789. http://dx.doi.org/10.3390/su14148789.
Full textAbstract:
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 analysis was carried out with partial least squares structural equation modelling. The results showed that social and cultural experience jointly account for about 38% of the variance in consumer loyalty, customer satisfaction has a moderate impact size on loyalty, and social and cultural experiences have a moderate and low effect size on customer loyalty, respectively. The study further established an indirect and significant effect to show that customer satisfaction partially mediates the association between cultural experience and loyalty and the association between social experience and loyalty. Consequently, since the hotel service environment provides the types of experiences that customers expect, sustainability strategies based on the aspects of the hotel service environment would provide memorable experiences for guests’ satisfaction and loyalty. Furthermore, this study has both theoretical and practical implications for researchers and practitioners, by suggesting additional dimensions to the traditional customer-experience realms.
19
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 (June 26, 2023): 13–23. http://dx.doi.org/10.36983/tehbmj.v3i1.435.
Full textAbstract:
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 using regression analysis techniques to identify the relationship between the positive experience provided by the coffee shop and the level of customer loyalty. The results of the study show that there is a significant relationship between the positive experiences provided by coffee shops and customer loyalty. Customers who experience unique and satisfying positive experiences tend to have higher levels of loyalty to the coffee shop. Factors such as a comfortable atmosphere, friendly service, and special activities contribute to a positive experience and influence customer loyalty. The implication of this study is that coffee shops in Tuk Tuk Siadong Tourism Village need to pay special attention to the positive experiences they provide to customers. They need to create a comfortable atmosphere, improve service quality, and present interesting special activities. By engaging customers in a unique experience, coffee shops can strengthen customer loyalty and create a competitive advantage in the marketplace. This research contributes to the understanding of the importance of Experiential Marketing in creating positive experiences that have an impact on customer loyalty in coffee shops. The results of this study can be the basis for coffee shop business owners to plan marketing strategies that focus on a unique and satisfying customer experience.
20
Samsa, Çağlar, and Alpaslan Yüce. "Understanding customers hospital experience and value co-creation behavior." TQM Journal 34, no. 6 (January 6, 2022): 1860–76. http://dx.doi.org/10.1108/tqm-09-2021-0282.
Full textAbstract:
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 measurements had strong reliability and validity. In addition, PLS-SEM results showed that customer experience value had a positive and significant effect on customer value co-creation behavior. The results of the study have revealed that creating the perception of customer experience value is an important determinant of customer value co-creation behavior (customer citizenship behavior and customer participation behavior) in hospitals.Research limitations/implicationsThe limitation of the study is that the study was conducted only in public hospitals. The application was carried out in only one city and two public hospitals.Practical implicationsIt was concluded that customer experience value is the key factor for co-creation value in hospitals.Originality/valueAchieving co-creation value is considered a key element in the success and competitive advantage of hospitals. In the study, it was seen that the perception of customer experience value is very important in the success of the companies. It is predicted that these results will make significant contributions to firm managers in the design of hospital journeys of customers, service improvement and service excellence efforts.
21
Wong, Eugene, and Yan Wei. "Customer online shopping experience data analytics." International Journal of Retail & Distribution Management 46, no. 4 (April 9, 2018): 406–20. http://dx.doi.org/10.1108/ijrdm-06-2017-0130.
Full textAbstract:
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 purchasing decisions regarding the OTA’s products are evaluated. The integrated model for mining pricing data, identifying potential customers and predicting their next purchases helps the OTA recommend tailored product packages to its individual customers with reference to their travel patterns. Findings In the customer segmentation analysis, 110,840 customers are identified and segmented based on their purchasing behaviour. The relationship between the purchasing behaviour in an OTA and the price changes of different OTAs are analysed. There is a significant relationship between the flight duration time and the purchase lead time. The next travel destinations of segmented high-value customers are predicted with reference to their travel patterns and the significance of the relationships between destination pairs. Practical implications The developed model contributes to pricing evaluation, customer segmentation and package customization for online customers. Originality/value This study provides novel method and insights into customer behaviour towards OTAs through an integrated model of customer segmentation, customer behaviour and prediction analysis.
22
Avdiaj, Gentiana. "FINANCIAL IMPACT OF CUSTOMER EXPERIENCE MANAGEMENT - EVIDENCE FROM KOSOVO BANKING MARKET." Knowledge International Journal 32, no. 1 (July 26, 2019): 81–85. http://dx.doi.org/10.35120/kij320181a.
Full textAbstract:
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 its exceptional impact on customer behavior, companies are utilizing customer experience for gaining market differentiation through superior services and relationship management with their customers.Designing and mapping right customers’ journeys for their key processes and products is enabling companies to improve their market position through better customer experience provided to their customers. Additionally, companies are positively changing customer perception by increasing their product and service value for the price that customers are paying. As a result, this approach is enabling companies to improve their market position by improving their recommendation scores.This research paper showed that financial institutions operating in Kosovo market have a great opportunity in investing in loyalty, better experience management as well as in improving their recommendation score. Findings showed that a customer centric culture within the organization that puts customer at the heart of everything that company is doing is lacking. Customers perception toward banks in Kosovo is negative since there is no value for the money their spent however they strongly believe that a better experience offered from the bank will change banking in Kosovo.
23
Nielsen, Rikke. "Customer satisfaction: the customer experience through the customer's eyes." Total Quality Management & Business Excellence 21, no. 11 (November 2010): 1229–30. http://dx.doi.org/10.1080/14783360903332361.
Full text
24
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 (November 8, 2022): 416–20. http://dx.doi.org/10.24815/jr.v5i2.28848.
Full textAbstract:
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 loyalty to a company's brand. This finding is in accordance with the study's findings that airline image and service quality have a significant influence on customer behavioral intentions. Because a brand's experience includes a consumer's subjective experience and behavior, customer experience is related to customer loyalty. The airline's image, trust, and additional services all contribute to the overall expertise. Customers who have a happy impression and thus be willing to repurchase the service.
25
Mishra, Manit. "Customer Experience: Extracting Topics From Tweets." International Journal of Market Research 64, no. 3 (September 28, 2021): 334–53. http://dx.doi.org/10.1177/14707853211047515.
Full textAbstract:
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 underlying these customer experience tweets using unsupervised latent Dirichlet allocation. The output reveals five topics which manifest into customer experience tweets related to online shopping—ordering, customer service interaction, entertainment, service outcome failure, and service process failure. Topics extracted are validated through inter-rater agreement with human experts. The study, thus, derives topics from tweets about e-retail customer experience and thereby facilitates prioritization of decision-making pertaining to critical service encounter touchpoints.
26
Gilbert, David, and YingFei Gao. "A Failure of UK Travel Agencies to Strengthen Zones of Tolerance." Tourism and Hospitality Research 5, no. 4 (August 2005): 306–21. http://dx.doi.org/10.1057/palgrave.thr.6040030.
Full textAbstract:
Companies in all industries face problems pertaining to the issue of retaining customers and securing satisfaction through service quality management. The repeat purchasing behaviour at an individual level is affected by the level of a customer's ‘zone of tolerance’; a term not always fully understood. The purpose of this study is to examine the relationships that customer tolerance has with customer experience, brand trust and customer emotions for travel agency businesses. Customers who have had recent experience with the travel agencies were sampled from two UK travel agencies situated in London and Guildford. One hundred and twenty customers were surveyed face to face through means of a questionnaire. The results utilising Spearman Ranked Order correlation showed that there is a relationship between customer tolerance and customer experience. However, it was found there is no relationship between customer tolerance and customer emotion. In addition, the tests revealed that there is no relationship between customer tolerance and brand trust. The conclusion is that travel agencies are failing to keep in mind the importance of carefully handling customer tolerance and understanding the level of customer tolerance and its influence.
27
Resnick, Marc L., and Julian Sanchez. "Internet Usability and Customer Experience." Proceedings of the Human Factors and Ergonomics Society Annual Meeting 46, no. 14 (September 2002): 1266–70. http://dx.doi.org/10.1177/154193120204601406.
Full textAbstract:
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 loyalty. It turns out that developing a core of loyal, long term customers provides a much better return on investment and a sustainable business model. It is far cheaper to retain an existing customer than to acquire a new one and repeat customers spend over twice per year what new customers spend. Customer loyalty evolves as a company meets the short term and long term needs of its customers. Some of these needs may be the overt, explicitly stated needs such as buying a pair of shoes. Other needs may be more intrinsic and emotion-based, such as the need to feel part of a community or to feel safe and protected. Companies that satisfy both kinds of needs stimulate customer loyalty, while those that do not experience significant customer churn. The term that has evolved to denote the degree of satisfaction of these needs is customer experience.
28
Chen, Tom, Judy Drennan, Lynda Andrews, and Linda D. Hollebeek. "User experience sharing." European Journal of Marketing 52, no. 5/6 (May 14, 2018): 1154–84. http://dx.doi.org/10.1108/ejm-05-2016-0298.
Full textAbstract:
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 from mobile app users in organic online communities, the authors performed structural equation modeling analyses by using AMOS 24.FindingsThe results support the proposed UESM, showing that C2C UES acts as a key driver of both firm-desired customer efforts and customer insights. The results also confirmed that service-dominant (S-D) logic-informed motivational drivers exert a significant impact on C2C UES. Importantly, C2C UES mediates the relationship between S-D logic-informed motivational drivers and firm-desired customer-based outcomes.Originality/valueThis study offers a pioneering attempt to develop an overarching concept, UES, which reflects customers’ initiation of value co-creation, and to empirically examine C2C UES. The empirical evidence supports the key contention that firms should proactively facilitate C2C UES.
29
Siebert, Anton, Ahir Gopaldas, Andrew Lindridge, and Cláudia Simões. "Customer Experience Journeys: Loyalty Loops Versus Involvement Spirals." Journal of Marketing 84, no. 4 (May 13, 2020): 45–66. http://dx.doi.org/10.1177/0022242920920262.
Full textAbstract:
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 for instrumental services that facilitate jobs to be done, the sticky journey model is ideal for recreational services that facilitate never-ending adventures. To match the flow of each journey type, firms are advised to encourage purchases during the initial service cycles of smooth journeys, or subsequent service cycles of sticky journeys. In multiservice systems, firms can sustain customer journeys by interlinking loyalty loops and involvement spirals. The article concludes with new journey-centered questions for customer experience management research, as well as branding research, consumer culture theory, consumer psychology, and transformative service research.
30
Calvo-Porral, Cristina, and Jean-Pierre Lévy-Mangin. "An emotion-based segmentation of bank service customers." International Journal of Bank Marketing 38, no. 7 (September 4, 2020): 1441–63. http://dx.doi.org/10.1108/ijbm-05-2020-0285.
Full textAbstract:
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 customers. Finally, an Anova test was conducted to confirm the differences among the obtained customer segments.FindingsOur findings show that the emotion-based segmentation is meaningful in terms of behavioral outcomes in bank services. Further, research findings indicate that bank service customers cannot be perceived as a homogenous group, since four customer clusters emerge from our research namely “angry complainers”, “pragmatic uninvolved”, “emotionally attached customers” and “happy satisfied customers”.Research limitations/implicationsOur findings show that the emotion-based segmentation is meaningful in terms of behavioral outcomes in bank services. Further, research findings indicate that bank service customers cannot be perceived as a homogenous group, since four customer clusters emerge from our research namely “angry complainers”, “pragmatic uninvolved”, “emotionally attached customers” and “happy satisfied customers”, being the “angry complainers” the most challenging customer group.Originality/valueThe study is the first one to specifically segment bank customers based on the emotions they experience when using the service.
31
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 (June 30, 2023): 81–100. http://dx.doi.org/10.1108/ijrdm-12-2021-0588.
Full textAbstract:
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 technologies to create a phygital customer shopping experience, including devices, mobile apps, wireless communication technologies, in-store activations, support devices, intelligent stations, and sensors. To improve the phygital customer journey and the phygital shopping experience, retailers meet customers' needs for utilitarian, hedonic, social, and playfulness experiences. Purely physical or digital strategies, as well as phygital strategies, are identified. This research also proposes a model of in-store phygital customer shopping experience design for sporting goods retailers.Practical implicationsSporting goods managers can invest in multiple technologies by designing a physical environment according to the customers' needs for utilitarian, hedonic, social, and playful experiences. In addition, they can improve the phygital customer shopping experience with specific push strategies that increase customer engagement and, in turn, brand and store loyalty.Originality/valueThis study highlights how the phygital customer experiential journey can be created through new technologies and improved with specific reference to the sporting goods stores.
32
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 (June 30, 2023): 27–37. http://dx.doi.org/10.55942/jebl.v3i3.205.
Full textAbstract:
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, timeliness, and enjoyment. In this study, customer experience and customer loyalty are the independent and dependent variables, respectively, with customer satisfaction and customer trust acting as mediating variables. Employing a quantitative approach with explanatory research methods, the study is located at PLN UP3 Malang, and focuses on PLN UP3 Malang customers who have used the PLN Mobile application, with a total of 130 respondents. The results revealed that the variables of customer experience, customer satisfaction, and customer trust have a positive and significant impact on customer loyalty, both directly and indirectly. The mediating variables, customer satisfaction and customer trust, have a positive and significant influence on customer loyalty, as confirmed by mediation tests conducted.
33
Wikarma, Gabrielle Sylviera, and Dergibson Siagian. "Apakah Layanan Digital Memuaskan Konsumen: Studi Empirik pada Bank BCA." Jurnal Manajemen 12, no. 2 (May 20, 2023): 40–51. http://dx.doi.org/10.46806/jman.v12i2.973.
Full textAbstract:
The covid-19 pandemic reduces face-to-face customer service and forces banks to initiate digital-based banking services. Gradually the traditional activities of banks are switching to digital banking, and banks are starting to compete to create digital banking that is easily accessible to customers. That practice is now growing rapidly. However, the customer's response to this new approach is not fully understood. Therefore, the authors detect customers' responses in the form of customer satisfaction and use customer experience and ease of use of digital customer service tools as presumed determinants. Using judgmental sampling to prove this notion, the authors recruited 113 customers as respondents. Structural equation modelling with WarPLS reveals that customer experience has no significant effect on customer satisfaction, while ease of use has. This study suggests the direction for further research based on the conclusion.
34
Lee, Minwoo, Seonjeong (Ally) Lee, and Yoon Koh. "Multisensory experience for enhancing hotel guest experience." International Journal of Contemporary Hospitality Management 31, no. 11 (November 11, 2019): 4313–37. http://dx.doi.org/10.1108/ijchm-03-2018-0263.
Full textAbstract:
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 affect and negative affect) and customer satisfaction. Research findings also find the negative effect of reviewer’s cognitive effort on satisfaction rating. More importantly, this study demonstrates the moderating role of multisensory experience as an innovative marketing tool on the relationship between affect/cognitive evaluation and customer satisfaction in the hospitality setting. Originality/value This study is the first study to explore the critical role of sensory marketing on hotel guest experience in the context of hotel customer experience and service innovation, based on big data and business intelligence techniques.
35
Komulainen, Hanna, and Saila Saraniemi. "Customer centricity in mobile banking: a customer experience perspective." International Journal of Bank Marketing 37, no. 5 (July 1, 2019): 1082–102. http://dx.doi.org/10.1108/ijbm-11-2017-0245.
Full textAbstract:
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 The findings illustrate the importance of customer centricity in the mobile banking context by identifying customer experience and related value in a new mobile banking service. The study extends current understanding of customer experience as a complex and multifaceted phenomenon by including value related to process, the use situation and the outcome, and it identifies temporality as influencing and connecting all these aspects. The study identifies several aspects that help us to understand what creates value for the customer while using mobile banking services. Research limitations/implications As one limitation, this study was conducted in a developed country and the findings could be different in an emerging market context. Another limitation relates to the data, as the interviewees’ age range is quite limited, ranging between 20 and 40 years. However, they represent the consumers who normally use mobile services well and thus provide reliable data about their use experiences. Practical implications As the banking industry is currently experiencing rapid and widespread changes and customers become more demanding, it is crucial for banks and other mobile service providers to understand the everyday lives of their customers and to integrate their future services into the customers’ value creation processes as smoothly and inseparably as possible. The findings of this study will help banks and other financial institutions to develop their strategies and operations in regard to customer-oriented thinking, which will further help them to create long-term, profitable customer relationships and improve future viability. Originality/value The study contributes to bank marketing research and extends previous research on customer-centred service marketing by providing a framework that identifies the value related to customer experience in a new mobile banking service. It explores the experiences of actual mobile banking service customers’ and the related value, and thus provides original implications for both theory and practice.
36
S, Kavitha, and Haritha P. "Building customer loyalty through customer experience management." Journal of Management and Science 6, no. 3 (December 31, 2016): 288–94. http://dx.doi.org/10.26524/jms.2016.28.
Full textAbstract:
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 based differentiation in every stage of customer interaction. This paper focuses on the various aspects that impact customer experience and its impact on customer loyalty.
37
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 (November 1, 2023): 109–25. http://dx.doi.org/10.53640/jemi.v23i1.1393.
Full textAbstract:
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 customer bonding variables have a positive effect on customer loyalty because the calculation results show that t count > t table. Meanwhile, the variable customer intimacy and customer satisfaction partially do not have a significant effect on customer loyalty at the H. Cilik Shop in Tenggarong so that the second and fourth hypotheses are rejected. Furthermore, the research results also show that customer bonding is the variable that has the most dominant influence on customer loyalty. Customer bonding is one of the strategies that H. Cilik has to maintain long-term relationships with customers, namely a strategy that not only tries to satisfy its customers but also keeps them from turning to other companies by carrying out certain activities to bind their customers.
38
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 (November 1, 2023): 109–25. http://dx.doi.org/10.53640/jemi.v23i1.1392.
Full textAbstract:
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 customer bonding variables have a positive effect on customer loyalty because the calculation results show that t count > t table. Meanwhile, the variable customer intimacy and customer satisfaction partially do not have a significant effect on customer loyalty at the H. Cilik Shop in Tenggarong so that the second and fourth hypotheses are rejected. Furthermore, the research results also show that customer bonding is the variable that has the most dominant influence on customer loyalty. Customer bonding is one of the strategies that H. Cilik has to maintain long-term relationships with customers, namely a strategy that not only tries to satisfy its customers but also keeps them from turning to other companies by carrying out certain activities to bind their customers.
39
Shweta Roy, Himanshu Gulati,. "ANALYSIS OF SENSORY MARKETING ON CONSUMERS AT RETAIL STORES." INFORMATION TECHNOLOGY IN INDUSTRY 9, no. 1 (March 10, 2021): 736–44. http://dx.doi.org/10.17762/itii.v9i1.194.
Full textAbstract:
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 our senses of touch, taste, sight, smell and hearing. This paper aims to study the factors that impact the holistic experience of consumers at a store. It aims to understand which sensory experience is of utmost importance to a customer in terms of providing a holistic sensory experience. An effort is also done to identify and assess the holistic sensory experience of Indian retail industry customers, as well as to determine their understanding of sensory marketing strategies used in such retail shops.
40
Verleye, Katrien. "The co-creation experience from the customer perspective: its measurement and determinants." Journal of Service Management 26, no. 2 (April 20, 2015): 321–42. http://dx.doi.org/10.1108/josm-09-2014-0254.
Full textAbstract:
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 experience scale (n=66). Next, the author employs an experiment to test the hypotheses (n=180). Findings – Higher levels of customer role readiness, technologization, and connectivity positively affect different co-creation experience dimensions. The impact of these dimensions on the overall co-creation experience, however, differs according to customers’ expectations in terms of co-creation benefits. Therefore, the author concludes that the expected co-creation benefits determine the importance of the level of customer role readiness, technologization, and connectivity for the co-creation experience. Originality/value – This research generates a better understanding of the co-creation experience by providing insight into the co-creation experience dimensions and their relative importance for customers with different expectations in terms of co-creation benefits. Additionally, this research addresses the implications of customer heterogeneity in terms of expected co-creation benefits for designing co-creation environments, thereby helping managers to generate more rewarding co-creation experiences for their customers.
41
Sahhar, Yasin, Raymond Loohuis, and Jörg Henseler. "GraphEx: visualizing and managing customer experience in its multidimensionality." Journal of Service Theory and Practice 33, no. 7 (November 8, 2023): 94–115. http://dx.doi.org/10.1108/jstp-03-2023-0077.
Full textAbstract:
PurposeCustomer experience has become a vital premise in service theory and practice. Despite researchers' and managers' growing interest, the customer experience remains a complex and multidimensional concept that is challenging for service providers to understand. This study aims to graph the experience in its multidimensionality by categorizing and proposing matching practices for service marketing managers to channel and foster customer experiences in customer journeys.Design/methodology/approachTo support the predominantly conceptual nature of the study, an abductive approach underpinned by the authors' vast experience in academia and practice, real-life autohermeneutic phenomenological experience tales and theory on customer experience and its management by providers is deployed to craft a model that addresses and highlights the multidimensionality of experience.FindingsThis study introduces the “GraphEx” (Graph Experience) hip-pocket model, which expresses customer experience in a simple yet multidimensional fashion and offers managerial practices to foster the customer's experience. The model contains three dimensions (valence, type of experience and visceral intensity) and five managerial practices (urgent patchwork, restoring, activating and stimulating desire, bolstering and safeguarding appreciation).Originality/valueThis study contributes to the service literature by creating granularity in the multidimensionality of customer experience. This study advances customer experience management in practice by providing service managers with novel possibilities for understanding and managing customer experiences intelligently. This can help service providers streamline and innovate customer experience strategies during customer journeys and foster customer loyalty.
42
Keiningham, Timothy, Joan Ball, Sabine Benoit (née Moeller), Helen L. Bruce, Alexander Buoye, Julija Dzenkovska, Linda Nasr, Yi-Chun Ou, and Mohamed Zaki. "The interplay of customer experience and commitment." Journal of Services Marketing 31, no. 2 (April 10, 2017): 148–60. http://dx.doi.org/10.1108/jsm-09-2016-0337.
Full textAbstract:
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 impossible for gauging the entirety of customers’ experiences. These findings provide strong support of the need for new research into customer experience and customer commitment. Practical implications Given the complexity of customer experience, managers are unlikely to track and manage all relevant elements of the concept. This research provides a framework identifying empirically the most salient attributes of customer experience with particular emphasis on those elements that enhance commitment. This offers insight into service design to correspond with specific commitment and experience dimensions. Originality/value This research is the first to examine the customer experience as it relates to customer commitment – a key factor in customer loyalty, positive word of mouth and other desired outcomes for managers and marketers. This paper provides a framework for future research into these emerging topics.
43
Yolandari, Ni Luh Dian, and Ni Made Wulandari Kusumadewi. "PENGARUH PENGALAMAN PELANGGAN DAN KEPERCAYAAN TERHADAP NIAT BELI ULANG SECARA ONLINE MELALUI KEPUASAN PELANGGAN (Studi Pada Situs Online Berrybenka.com)." E-Jurnal Manajemen Universitas Udayana 7, no. 10 (July 30, 2018): 5343. http://dx.doi.org/10.24843/ejmunud.2018.v07.i10.p06.
Full textAbstract:
The purpose of this study to determine the effect of customer experience, trust, customer satisfaction and re-purchase intention at online shopping site Berrybenka.com. The study was conducted in Denpasar City, using sample size of 112 people. Data were obtained by distributing questionnaires measured by Likert Scale. Data analysis techniques used in the form of classical assumption test, path analysis and equipped with test sobel. The results of this study indicate that customer experience and trust have a positive and significant effect on customer satisfaction. Customer experience and trust have a positive and significant impact on repurchase intentions. Customer satisfaction is able to positively mediate and significantly impact the customer's experience on repurchase intentions. Customer satisfaction is able to positively and positively mediate the effect of trust on repurchase intentions. Berrybenka.com is expected to maintain and even increase customer satisfaction so that it will impact on the intention to buy back. With the intention of buy back can affect the quality of online shopping site Berrybenka.com.
Keywords : customers experience, trust, customer satisfaction, and repurchase intention
44
Gao, Lily (Xuehui), Iguácel Melero-Polo, and F. Javier Sese. "Customer Equity Drivers, Customer Experience Quality, and Customer Profitability in Banking Services: The Moderating Role of Social Influence." Journal of Service Research 23, no. 2 (June 13, 2019): 174–93. http://dx.doi.org/10.1177/1094670519856119.
Full textAbstract:
Financial service organizations are increasingly interested in ways to improve the service experience quality for customers, while customers progressively perceive the commoditization of banking services. This is no easy task, as factors outside the control of the service firm can influence customers’ perceptions of their experience. This study builds on the customer equity framework to understand the linkages between what the firm does (customer equity drivers: value equity, brand equity, and relationship equity), the social environment (social influence), the customer experience quality, and its ultimate impact on profitability. Using perceptual and transactional data for a sample of customers of financial services, we demonstrate the central role played by factors under the control of the firm (value, brand, and relationship equity) and those outside its control (social influence) in shaping customers’ perceptions of the quality of their experience. We offer new insights into the moderating role of social influence in the linkages between the customer equity drivers and the customer experience quality. The managerial takeaway is that the impact of customer equity drivers on the customer experience quality is contingent on the influence exerted by other people and that enhancing customer experience quality can be a way to increase monetary returns.
45
Klopfer, Lisa-Marie. "Evaluating Customer Experience Management in the Insurance Industry - Empirical Studies of Company and Customer Perspectives." Marketing ZFP 46, no. 1 (2024): 20–39. http://dx.doi.org/10.15358/0344-1369-2024-1-20.
Full textAbstract:
Customer experience management has become a widely discussed topic within the insurance industry, with a growing number of insurers adopting the customer-oriented management approach to meet the challenges of today’s highly competitive market. As research and practice lack a comprehensive understanding of both the company and customer perspectives, this article contrasts insurers’ current efforts regarding the management approach with customers’ perceptions of their experiences. The results of an online survey among insurance companies show that insurers are in the midst of implementing the management approach, evaluating ist success using customer satisfaction and loyalty indicators. The proposed four-stage maturity model, which is developed on the basis of the survey data, can serve insurers as a decision-making tool to prioritize investments and activities regarding customer experience management. In a second online survey, insurance customers evaluate their experiences with their insurance provider. Structural equation modeling reveals that an effective customer journey design positively affects customer satisfaction and subsequently customer loyalty.
46
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 (October 31, 2022): 1745–62. http://dx.doi.org/10.37727/jkdas.2022.24.5.1745.
Full textAbstract:
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 analyzing the data collected by allocating 320 consumers who have experience in using retail services by gender and age, information sharing has a positive effect on economic and hedonic customer experience, but does not have a significant effect on symbolic and relational experience, and responsible behavior has a positive effect on economic, hedonic, and symbolic experience, but does not have a significant effect on relational experience. In addition, both the feedback and helping are found to have a positive effect on economic, hedonic, symbolic, and relational experiences. And economic, symbolic, and relational experiences have a positive effect on customer loyalty. Based on the results of the study, implications for establishing customer experience marketing strategies by encouraging value co-creating customer behavior are presented.
47
Hokonya, Sham. "Artificial Intelligence and Customer Experience: Key Takeouts From Telecoms Sector in Zimbabwe." Texila International Journal of Management 10, no. 1 (February 29, 2024): 105–15. http://dx.doi.org/10.21522/tijmg.2015.10.01.art011.
Full textAbstract:
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 they face in moving customers to the new channels. The challenges experienced in the new trajectory were explicitly highlighted. Case studies of other telecoms companies who explored the same avenue were chronicled. The various merits and skepticism of artificial intelligence on customer experience were clearly evacuated paving way for future research areas to completely harness the potential in the discipline of customer experience and its contribution to competitiveness.
48
Ryder, Ian. "Customer experience." Journal of Brand Management 15, no. 2 (October 19, 2007): 85–88. http://dx.doi.org/10.1057/palgrave.bm.2550127.
Full text
49
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 (January 4, 2022): 509. http://dx.doi.org/10.3390/su14010509.
Full textAbstract:
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 consumer-customers experience recycled textiles and reused clothes. We used an established experience dimension model and mapped how the five dimensions of customer experience—sensory, affective, behavioral, cognitive, and social—present themselves in the sustainable clothing industry. The data comprised 16 qualitative semi-structured interviews analyzed with a coding framework built on the basis of customer experiences, customer values, and the CE business model literature. The results revealed that diverse sensory (e.g., scent), affective (e.g., pride and shame), behavioral (e.g., developing new decision-making rules), cognitive (e.g., learning and unlearning), and social (e.g., getting feedback from others and manifesting own values) aspects shape how consumers experience reused and recycled clothes. We also compared and analyzed the results of the reuse and redistribute model and the recycle model. Our study contributes to the literature of CE business models and customer experience by providing a structured map of diverse experiential triggers and outcomes from the five experiential dimensions, which together reveal how consumers experience circulated products of the clothing industry. These findings enhance our understanding of customers’ motivation to use recycled and reused products and adoption of CE products.
50
van Lierop, Dea, Jasmine Eftekhari, Aislin O’Hara, and Yuval Grinspun. "Humanizing Transit Data: Connecting Customer Experience Statistics to Individuals’ Unique Transit Stories." Transportation Research Record: Journal of the Transportation Research Board 2673, no. 1 (January 2019): 388–402. http://dx.doi.org/10.1177/0361198118823196.
Full textAbstract:
Transit agencies often collect valuable information about their customers, through opinion and behavior surveys that assess travel experience and customer needs. The results of these questionnaires can be used to gain a representative snapshot of the behavior and opinions of a transit agency’s customer base. These assessments are often based on large sample sizes and are therefore useful for understanding broad trends related to users’ overall travel experience. However, these large-scale analyses generally do not capture the important and rich nuances that individuals experience while in a transit station, or on-board a train, conventional bus, streetcar, light rail, subway, or a paratransit vehicle. The purpose of this paper is to demonstrate how transit agencies can gain a better understanding of paratransit customers’ experiences during their interactions with paratransit and conventional transit services. Using data from the Toronto Transit Commissions’ paratransit division and the results of in-person customer interviews, a five-step mixed-method approach for mapping paratransit customers’ travel experiences is developed. Specifically, the aggregate analyses of customers’ experiences and opinions which are derived from agency-wide customer satisfaction surveys are combined with the information obtained through in-person discussions. Four example customer journey maps (CJMs) are presented, and findings demonstrate that by using CJMs, transit agencies can gain a broad understanding of their customer base while also understanding the emotions, needs, desires, and stories of individual transit users.