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Journal articles on the topic 'Customer Journey Map'
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Ugolkov, Ievgenii, and Oleh Karyy. "Supporting the customer journey with digital instruments of marketing communications." Annales Universitatis Mariae Curie-Skłodowska, sectio H – Oeconomia 53, no. 2 (October 25, 2019): 109. http://dx.doi.org/10.17951/h.2019.53.2.109-119.
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<p>This article describes the possibilities of improving customer satisfaction from the company's involvement in every point of interaction via digital marketing communication instruments and the customer's journey map concept. To achieve this goal, the literature on the concept of customer travel was examined, the results from a two-year monitoring of two production companies were selected and the companies' online and offline marketing communication with clients was presented. The findings indicate that the customer experience should be simple and intuitive for the customer's perception. The customer experience is not limited to certain channels of interaction and is not one-time. Rather, it is the sum of the customer's feelings at every point of their interaction with the company that accumulates during the customer's journey. Managers must design and create a customer’s travel map in order to direct their customers to a correct purchase decision, according to the company. The customer journey map includes elements such as staff, instruments and content, each of which influences the final customer experience and together create synergies that give the company the opportunity to maximise customer satisfaction and increase its income. Effective management of the customer's journey map design must be supported by digital means, especially in marketing communication. The customer's journey map should be tailored to the specific industry and this opens up the need for further research in this field.</p>
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Стулова, Елена. "Customer Journey Map: модное веяние или полезный инструмент?" Brand Management 4 (2020): 282–93. http://dx.doi.org/10.36627/2618-8902-2020-4-4-282-293.
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Mele, Cristina, Tiziana Russo-Spena, Marco Tregua, and Cristina Caterina Amitrano. "The millennial customer journey: a Phygital mapping of emotional, behavioural, and social experiences." Journal of Consumer Marketing 38, no. 4 (June 7, 2021): 420–33. http://dx.doi.org/10.1108/jcm-03-2020-3701.
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Purpose The wider possibility of connectivity offers additional opportunities for customers to experience value propositions. The online world is only one side of the customer experience. The integration of digital technologies, social presence and physical elements increases the complexity of customer journey. This paper aims to map the phygital customer journey by focusing on millennials. Design/methodology/approach The study adopted a qualitative methodology to investigate 50 millennials from Italy. Millennials had to describe, in two phases, a journey they had recently made. First, they used sticky notes with no restrictions on expressing their feelings and structuring their CJ. Second, customers transferred the sticky notes’ contents, consider the information provided and map the journey with additional details using the Uxpressia software. Findings This paper frames the Millennials customer journey as a cycle of four moments: connect, explore, buy and use. Each moment enacts the customer experience as a mixture of emotional, behavioural and social responses. Online and offline interactions blur the boundaries between the physical and digital world (i.e. phygital): millennials move back-and-forth or jump from one action to another according to the evolving path of emotions and interactions. Originality/value The phygital customer journey provides an alternative understanding of customer journey occurring as a fuzzy process or loop. A phygital map develops as a circular path of moments seen as phenomenological microworlds of events, interactions, relationships and emotions.
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Arias, Michael, Eric Rojas, Santiago Aguirre, Felipe Cornejo, Jorge Munoz-Gama, Marcos Sepúlveda, and Daniel Capurro. "Mapping the Patient’s Journey in Healthcare through Process Mining." International Journal of Environmental Research and Public Health 17, no. 18 (September 10, 2020): 6586. http://dx.doi.org/10.3390/ijerph17186586.
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Nowadays, assessing and improving customer experience has become a priority, and has emerged as a key differentiator for business and organizations worldwide. A customer journey (CJ) is a strategic tool, a map of the steps customers follow when engaging with a company or organization to obtain a product or service. The increase of the need to obtain knowledge about customers’ perceptions and feelings when interacting with participants, touchpoints, and channels through different stages of the customer life cycle. This study aims to describe the application of process mining techniques in healthcare as a tool to asses customer journeys. The appropriateness of the approach presented is illustrated through a case study of a key healthcare process. Results depict how a healthcare process can be mapped through the CJ components, and its analysis can serve to understand and improve the patient’s experience.
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George, Morris, and Kirk L. Wakefield. "Modeling the consumer journey for membership services." Journal of Services Marketing 32, no. 2 (April 9, 2018): 113–25. http://dx.doi.org/10.1108/jsm-03-2017-0071.
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Purpose The purpose of this study is to model the consumer journey of admission-based membership services from initial purchase to full-season memberships. Particularly, the study pays attention to customer-owned contacts (purchase behavior) and service-owned contacts (salesperson voice- and text-based communications), to examine longitudinal internal data to determine factors which hinder and propel customers toward full memberships. Design/methodology/approach On the basis of big data supplied by a National Hockey League team, the study uses three simultaneous equations in modeling to account for potential endogeneity related to the likelihood that sales and service personnel are more likely to contact frequent customers. The longitudinal data allow us to map the customer journey over the course of multiple years, compared to typical cross-section studies. Findings The findings show that as customers increasingly own committed points of contact, they are prepared to move to the next level – but rarely skip major steps in the relationship journey. The quantity, type and timing of customer contacts by the service firm may hinder or propel the customer down the path to purchase full memberships. Research limitations/implications The prevalence of big data among service firms should allow researchers to better understand how consumers respond to contact strategies over time, as well as fluctuations in firm performance. The research adds to the customer journey research stream, while meeting the call of researchers to bridge the gap between service marketing research priorities and current practice. Practical implications Sales practices and marketing automation tactics may come at the cost of burning leads and alienating future members. Frequent text-based contacts absent voice-based interactions hinder consumer journey and work against relationship building. Service marketers can learn how to better allocate resources, properly manage and motivate contact strategies and target campaigns to send the right message via the right media at the right time. Originality/value This is the first study to map customer journey for admission-based, membership services. The longitudinal approach across multiple years provides a deep understanding of how customers take steps toward loyal membership status, while also pinpointing potential drawbacks of current contact strategies.
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Rosenbaum, Mark S., Mauricio Losada Otalora, and Germán Contreras Ramírez. "How to create a realistic customer journey map." Business Horizons 60, no. 1 (January 2017): 143–50. http://dx.doi.org/10.1016/j.bushor.2016.09.010.
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Tholath, Deepa Ittimani, and Fr Casimirraj S.J. "Customer Journey Maps for Demographic Online Customer Profiles." International Journal of Virtual Communities and Social Networking 8, no. 1 (January 2016): 1–18. http://dx.doi.org/10.4018/ijvcsn.2016010101.
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In the digital landscape where the customer is defining and reveling in his choices each marketer should look at how best to cater to a specific customer so that both sides walks away smiling. In order to do this most product and service companies are currently drawing up their typical customer profiles and takes it to a higher level by giving the customer profile indicative of a particular segment a specific persona. Personas help marketers to think like the character and draw out the reactions of that person to the changes brought by the company. Companies also plot the typical journey of these indicative personas to identify the touch points so as to improve the total experience by information available at these points. The objective of this study is to draw up different personas who engage in online purchasing methods. Further segmentation is targeted using the demographic variables to arrive at different personas depicting the typical generation of online consumers. It also aims at defining the particular features of these outlined personas. In continuation of this process a consumer journey map for each of these personas would be drawn highlighting the touch points or the points of influence which influences their final decision making.
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Cateriano-Arévalo, Erik, Lorena Saavedra-Garcia, Vilarmina Ponce-Lucero, and J. Jaime Miranda. "Applying Customer Journey Mapping in Social Marketing to Understand Salt-Related Behaviors in Cooking. A Case Study." International Journal of Environmental Research and Public Health 18, no. 24 (December 16, 2021): 13262. http://dx.doi.org/10.3390/ijerph182413262.
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Worldwide, salt consumption exceeds the World Health Organization’s recommendation of a daily intake of 5 g. Customer journey mapping is a research method used in market research to understand customer behaviors and experiences and could be useful in social marketing as well. This study aimed to explore the potential of customer journey mapping to better understand salt-related behaviors performed during the preparation of household cooking. We tracked the journey of four women in their kitchens for approximately two hours to observe the preparation of lunch. Individual journey maps were created, one for each woman, that were composited into a single journey map. We found that customer journey mapping was a suitable research method to understand how food preparers made decisions around adding salt and artificial seasonings at each stage of the journey. In contrast to the interviewee’ responses, it was observed that the four women added salt and artificial seasonings consistently and incrementally with little control and without any standard measure. In this study, we demonstrate the utility of customer journey mapping in a novel context and nudge social marketers to include this tool in their repertory of research methods to understand human behavior.
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Ellis, Gary D., Jingxian Jiang, Darlene Locke, Patti A. Freeman, and Kaylee Jorgensen. "Experience Journey Map: A New Experience Design Tool for Structuring Youth Activities." Journal of Youth Development 17, no. 1 (March 28, 2022): 158–74. http://dx.doi.org/10.5195/jyd.2022.988.
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We introduce a new experience design tool, an experience journey map, to assist youth professionals in planning engagement, immersion, and absorption activities. Experience journey maps are based on customer journey maps, which are widely used in business service design. This new approach highlights strategies for engendering deep structured experiences during the activity. An experience journey map is a matrix of columns and rows. Columns represent the sequence of activity stages. Rows are experience-structuring strategies derived from the theory of structured experience. These strategies include service performance strategies, deep structured experience strategies, and engagement, immersion, and absorption strategies. We present a case study showing how the experience journey map can be used to plan impactful youth activities.
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Lin, Mengyi, Fu-Yuan Li, and Zhe Ji. "How to Innovate the Service Design of Leisure Farms: The Innovation of Sustainable Business Models." Journal of Open Innovation: Technology, Market, and Complexity 6, no. 3 (June 29, 2020): 45. http://dx.doi.org/10.3390/joitmc6030045.
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There is extensive academic literature about service satisfaction, business performance analysis, and management research of leisure farms, but there are still many problems and room for development on how to create customer journey maps for diversified leisure farms and also on service innovation opportunities. Leisure agricultural tourism is now facing diversified business challenges, and thoughts on service design as well as methods and tools contribute to the innovation of sustainable business models. By exploring customers’ touchpoints on leisure farms and their core motivations to visit the farm, this paper proposes a method to integrate the application of target tools of touchpoints into the customer journey map and shows the service design framework of leisure farms’ management and organization. Finally, this paper puts forward five key requirements on touchpoints in leisure farms’ service innovation, so as to achieve reasonable resource deployment of marketing mix and promote the sustainable development of leisure farms.
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Kim, YoungHa. "A Study on the Customer Experience Enhancement Business Model Appling Customer Journey Map Analysis in the Tourism Industry." Journal of Tourism and Leisure Research 33, no. 12 (December 31, 2021): 131–45. http://dx.doi.org/10.31336/jtlr.2021.12.33.12.131.
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Jang, Hye-jin and Namchoon Park. "A Study on the Customer Journey Map for the Analysis of Users’ Journey in the Hyper-Connected Society." Journal of Integrated Design Research 16, no. 3 (September 2017): 9–18. http://dx.doi.org/10.21195/jidr.2017.16.3.001.
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Moon, Heekyung, Sung H. Han, Jaemin Chun, and Sang W. Hong. "A Design Process for a Customer Journey Map: A Case Study on Mobile Services." Human Factors and Ergonomics in Manufacturing & Service Industries 26, no. 4 (May 16, 2016): 501–14. http://dx.doi.org/10.1002/hfm.20673.
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Platov, Alexey, Munir Kalemulloev, Shakhlo Zikirova, and Elena Lysoivanenko. "Building the tourist experience of visitors to sustainable smart tourist destinations." SHS Web of Conferences 94 (2021): 04007. http://dx.doi.org/10.1051/shsconf/20219404007.
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The aim of the study is to determine the impact of smart technologies on the formation of a positive experience of visitors to sustainable smart destinations. The aspects of consumer behavior in the context of the "Customer Journey Map" model are considered. A research framework was developed combining three research hypotheses. The proposed model was empirically tested on the basis of quantitative methods. Zaryadye Park in Moscow was chosen as a smart destination for the study. The results obtained demonstrated that smart technologies influence consumer behavior at all three stages of the “Customer Journey”. The strongest influence is manifested in the preliminary and active stages; at the reflexive stage it weakens. This study opens up a new understanding of the impact of smart technologies, its results have theoretical and marketing significance of sustainable smart destinations management systems.
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Horváth, Viola, and Zsófia Kenesei. "Munkavállalói élmény tervezése: új megközelítés a turizmusban a tehetségek bevonzására a Covid19 árnyékában." Turizmus Bulletin 22, no. 1 (April 15, 2022): 47–57. http://dx.doi.org/10.14267/turbull.2022v22n1.5.
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A cikk célja annak szemléltetése, hogy a turizmusspecifikus HR kihívásait figyelembe véve a customer journey mapping módszertana hogyan alkalmazható a munkavállalói élmény tervezésének stratégiai részeként. A cikkben az alapkoncepció ismertetése után egy konkrét példán keresztül szemléltetjük az employee experience journey map elkészítésének lépéseit egy budapesti 5 csillagos szállodára vonatkozóan. A konkrét lépések bemutatásán túl rávilágítunk arra is, hogy a journey mapping hogyan járulhat hozzá a HR-folyamatok javításához a találkozási, illetve a kritikus pontok azonosításával, majd az ezekre adott megoldási javaslatokkal. Mivel a turisztikai szektor rendkívül összetett munkaerő-piaci sajátosságokkal rendelkezik, ezért elengedhetetlen a perszónákra épülő HR-stratégia kidolgozása, míg a marketing és a HR-részlegek esetében a munkavállalói élmény tervezését közös projektként kell kezelniük.
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김영은 and SeungWanRyu. "A Study on Customer Experience Enhancement for the Exhibition Service Process with focusing on Application of the Customer Journey MAP." Journal of Korea Service Management Society 18, no. 3 (September 2017): 23–49. http://dx.doi.org/10.15706/jksms.2017.18.3.002.
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da Costa Fernandes, Sânia, Luiza Diegues Martins, Carina Campese, and Henrique Rozenfeld. "Representing the Value Proposition of Product-Service Systems (PSS) in a Value-Based Perspective." Proceedings of the Design Society: International Conference on Engineering Design 1, no. 1 (July 2019): 3091–100. http://dx.doi.org/10.1017/dsi.2019.316.
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AbstractProduct-service systems (PSS) are being increasingly employed as opportunities to keep innovating. The design of PSS value propositions should focus on the value visualization for stakeholders. However, the PSS representations are still oriented to the customer’ perspective and focus on a process or technological role. This study aims to represent the PSS value proposition in a structured-diagram adapted from the journey map method in combination with the use of the elements of value. A case research was conducted with a high-tech agricultural start-up for representing its value proposition by following a process founded in the practices of journey mapping. Qualitative data analysis was employed to associate the elements of value with the solution, and to verify the consistency of the results. The representation enables the visualization of the stakeholders’ perception regarding the content of the solution as well as the potential value that may be related to it. The experience-centric perspective derived from the journey map associated with the value-related information provides a richer view of the PSS value proposition, which can lead to reflections regarding the solution.
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Jasial, Sumeet Singh, S. S. Pal, and Sanjeev Bansal. "POWERING CUSTOMER CONNECTIVITY OF PRODUCTS WITH LAST MILE SUPPORT SERVICES: EVIDENCES FROM INDIAN PASSENGER CAR MANUFACTURING." Brazilian Journal of Operations & Production Management 14, no. 1 (May 26, 2017): 126. http://dx.doi.org/10.14488/bjopm.2017.v14.n1.a14.
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The paper highlights post-production customer connectivity processes in an automobile manufacturing set-up. Identity of post-production processes has been established as a unique in company service operations or pseudo-manufacturing activities. Consequently this research observes that handling these activities purely with a manufacturing focus or with a pure service focus would not be that effective. This paper in-turn proposes a new approach to powering the customer connectivity process in the last mile of a product’s journey from manufacturing to market. The scenario has been addressed in three domains, viz., Post-Production pre-market functions, Product Installation, and Product Liabilities. Through a composite process map of the post-production situations it captures the order winning elements to pick up opportunities for the possible reinforcement of adding value for money in the last mile activities on the product from company to customer.
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Choi, A. Young, and Jae Hee Chung. "Proposal of an Extended Customer Journey Map for a New Business Creation -Based on Decoupling Theory-." JOURNAL OF THE KOREAN SOCIETY DESIGN CULTURE 28, no. 1 (March 31, 2022): 481–93. http://dx.doi.org/10.18208/ksdc.2022.28.1.481.
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Denning, Stephen. "The ten stages of the Agile transformation journey." Strategy & Leadership 47, no. 1 (January 21, 2019): 3–10. http://dx.doi.org/10.1108/sl-11-2018-0109.
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Purpose Soon leaders in many top-down managed organization may face the necessity of undertaking a company-wide Agile transformation.First adopted by digital innovation teams, the Agile mindset is spreading to middle management operations and top level leadership initiatives in many established organizations. Design/methodology/approach A guide to the ten stages of implementing an Agile mindset and practices through out an organization are detailed. Findings For traditionally managed hierarchical organizations, the transformation will include radical shifts in power, attitudes, values, mindsets, ways of thinking and ways of interacting with stakeholders—customers, employee talent, shareholders and partners. The goal is to enable the organization to generate instant, frictionless, intimate, incremental, risk-free value at scale, and to gain the financial rewards that flow from that capability.In the race for such outcomes, rigidly hierarchical firms are at a disadvantage. Practical implications The idea of Agile itself will continue to evolve as it is adapted by the organization. The process is not a matter of crafting a plan and then rolling it out across the organization. It’s not a mechanical eight-step program. It requires continuously adapting the idea to the circumstances of the organization. As the organization and everyone in it adapts the Agile approach to their own context, each individual needs to own it. Originality/value This map of the Agile implementation process enables top management and Agile champions to envision how to prepare an organization to change to a customer-focused, business that operates with Strategic Agility.
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Ai, Xianfeng, Zhigang Jiang, Kang Hu, Siva Chandrasekaran, and Yan Wang. "Integrating a Cross-Reference List and Customer Journey Map to Improve Industrial Design Teaching and Learning in “Project-Oriented Design Based Learning”." Sustainability 12, no. 11 (June 8, 2020): 4672. http://dx.doi.org/10.3390/su12114672.
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To train students’ practical ability in design, enterprise projects are often introduced into the industrial design courses of Chinese universities. However, such project-oriented learning activity (POA) is often not well designed. This not only makes it difficult to improve learning effectiveness, but also may bring the unpleasant learning experience to students. The learning experience and learning effectiveness are equally important, and they are mutually conditional and complementary. To consider both, POA needs to be elaborately designed. To this end, a variety of mature POA organization forms, such as project-based learning (PBL), design-based learning (DBL), and project-oriented design-based learning (PODBL), are discussed firstly. PODBL integrates and inherits the advantages of other learning models, and it has been preliminarily proved to improve the learning effectiveness of engineering design courses. Therefore, a cross-reference list was proposed for upgrading POA to PODBL. A lamp design course was developed based on this checklist and students were organized to study. The customer journey map tool was used to analyze the learning experience of students in the course journey, and the emotions and pain points were obtained, as well as some critical factors leading to a positive learning experience. Finally, to demonstrate the availability of the cross-reference list and critical factors, a baby strollers design project course was developed and participants were interviewed. The results show that the cross-reference list and critical factors could improve learning effectiveness and enhance the learning experience significantly.
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Alvarez, Juliana, Pierre-Majorique Léger, Marc Fredette, Shang-Lin Chen, Benjamin Maunier, and Sylvain Senecal. "An Enriched Customer Journey Map: How to Construct and Visualize a Global Portrait of Both Lived and Perceived Users’ Experiences?" Designs 4, no. 3 (August 1, 2020): 29. http://dx.doi.org/10.3390/designs4030029.
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Design is about understanding the system and its users. Although User Experience (UX) research methodologies aim to explain the benefits of a holistic measurement approach including explicit (e.g., self-reported) and implicit (e.g., automatic and unconscious biophysiological reactions) data to better understand the global user experience, most of the personas and customer journey maps (CJM) seen in the literature and practice are mainly based on perceived and self-reported users’ responses. This paper aims to answer a call for research by proposing an experimental design based on the collection of both explicit and implicit data in the context of an authentic user experience. Using an inductive clustering approach, we develop a data driven CJM that helps understand, visualize, and communicate insights based on both data typologies. This novel tool enables the design development team the possibility of acquiring a broad portrait of both experienced (implicit) and perceived (explicit) users’ experiences.
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Hadiputri, Syaqila, Totok Pujianto, and Dwi Purnomo. "Analisis Pengaruh Experiential Marketing terhadap Kepuasan Pelanggan di 372 Kopi Setiabudhi Kota Bandung." Jurnal Ekonomi Pertanian dan Agribisnis 6, no. 1 (January 1, 2022): 9–21. http://dx.doi.org/10.21776/ub.jepa.2022.006.01.2.
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Penelitian ini dilakukan untuk menganalisis pengaruh experiential marketing dengan 5 aspek sense (panca indera), feel (perasaan), think (cara berpikir), act (kebiasaan), relate (pertalian) terhadap kepuasan pelanggan di 372 Kopi Setiabudhi yang dianggap sangat penting sebagai contoh dalam penerapan konsep experiential marketing. 372 kopi Setiabudhi melakukan pendekatan pemasaran experiential marketing dengan banyak menyentuh sisi psikologi pelanggan. Penelitian ini merupakan jenis penelitian deskriptif verifikatif dengan responden sebanyak 100 orang. Data dikumpulkan dengan metode observasi yang dibantu oleh alat business model canvas, emphaty map, customer journey dan kuesioner, yang selanjutnya dianalisis menggunakan analisis regresi berganda menggunakan SPSS for windows yang meliputi pengujian hipotesis. Variabel experiential marketing berpengaruh secara signifikan terhadap aspek kepuasan pelanggan di 372 Kopi Setiabudhi dengan nilai F hitung sebesar 31.523 dengan Sig. 000. Nilai sig 0,000 < 0,05 dan memiliki koefisien positif.
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Kang, A.-Young, heehyun Kim, and SeungWan Ryu. "A Study on UX Design Attributes for Enhancement of Coffee House User Experience : Focusing on the Customer Journey Map based analysis." Korea Institute of Design Research Society 6, no. 2 (June 30, 2021): 271–81. http://dx.doi.org/10.46248/kidrs.2021.2.271.
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Jin, Mao Zhu, Pei Yu Ren, and Bin Wu. "Study on Casual Networks with Value Stream Mapping to Waste Disposal." Advanced Materials Research 573-574 (October 2012): 239–44. http://dx.doi.org/10.4028/www.scientific.net/amr.573-574.239.
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A major activity in the journey towards lean is the effective management of the flow of products and services through the series of the activities involved in providing value to the customer, known as the value stream. Value Stream Mapping is one of the best tools to map complex production processes to identify activities and eliminated the waste. Researches show however non-linear complex systems cannot be dealt with effectively by simply using VSM. As a decision analysis technique, Bayesian Casual networkping solving cases under uncertainty. This paper aims to combine two methods in order to improve efficiency of non-linear production and service systems. Hence, the process complexity will be handled by the casual networks and the results are fed into the VSM, in order to identify the critical paths. By simplifying the complex processes will this study contribute to analysis of the lean Production and service systems.
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Nimusima, Pereez, Nixon Kamukama, Rebecca Kalibwani, and John Rwakihembo. "RELEVANCE OF INTERACTIVE MARKETING PRACTICES FOR ENHANCING MARKET PERFORMANCE: THE CASE OF SOFT DRINK MANUFACTURING ENTERPRISES IN KIGALI CITY." American Journal of Communication 4, no. 1 (March 25, 2022): 21–45. http://dx.doi.org/10.47672/ajc.966.
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Purpose: The digital environment today has presented a great challenge for companies, locally and internationally on how they can leverage interactive marketing practices to maintain a warm relationship with their clients. The endless shifts in the customer journey map have made it, not only hard to manage customer experience, but also become more unpredictable. In due course, the imperative of complying with technology forces, to leverage customer patronage has put marketers to the task. The objective of the study was to establish the effect of interactive marketing practices on market performance of soft drink enterprises in Kigali City.
Methodology: The study implemented a two-phase methodology that converged quantitative and qualitative methods to collect data. Simple random sampling technique was used to select 322 enterprises producing soft drinks in Kigali City which were later investigated using a self-report questionnaire and interview guide. To reduce the effect of the methods, the study collected evidence from both primary and secondary sources. Based on the response rate of 78%, the study carried out a validity and reliability check on 253 responses and used Pearson correlations and AMOS for analysis.
Findings: The study established a positive and significant relationships between interactive marketing practices and market performance (r=.267, p<.01). 6.7% variations in market performance (Adjusted R Square=.067) was explained by interactive marketing practices. This finding shows that interactive marketing practices are relevant for soft drink firms in the region.
Recommendation: On the basis of confirmed relationships, the study recommends that firms disseminate their marketing information using interactive marketing practices, since they cater for individual customer information needs and have multiplier effect on their purchase behaviour. Whereas the mixed conceptual ambiguities that still exist in literature could have affected the conceptualization and therefore results, this study also merely tested direct relationships, future studies may seek to test mechanisms through which specific Interactive Marketing Practices influence performance in a none soft drink sector.
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Danchenok, L. A., and E. Yu Kulakova. "MARKETING APPROACHES TO PROMOTING BUSINESS EDUCATION BASED ON THE APPLICATION OF BEN HUNT's LADDER AND CJM." Bulletin of Udmurt University. Series Economics and Law 32, no. 1 (January 25, 2022): 17–26. http://dx.doi.org/10.35634/2412-9593-2022-32-1-17-26.
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The article considers the possibility of improving marketing approaches to the promotion of business education by the example of the integration of the Ben Hunt Ladder and Customer Journey Map (CJM) techniques. The combination of two approaches (on the part of the consumer and the seller) makes it possible to increase the adaptive properties of marketing solutions to promote BO and maintain a balance between the values of consumers and the interests of sellers. Each stage of the client's passage is analyzed using metrics. This will allow you to update the maps of the client's path, track the dynamics and make adjustments to the promotion program. For the qualitative construction of such a map, data on the audience and its interaction with the site (from analytics systems), feedback indicators from graduates and listeners, information search queries, etc. are required. An educational organization will be able to increase the conversion of the site, expand the market for business education programs, increase loyalty and the number of listeners only if an information field for consumers is created that fully corresponds to their specific requests at each step of the Ben Hunt ladder. Combining two approaches in a single methodology and testing it on the example of business education of Plekhanov Russian University of Economics proved its ability to enhance the adaptive properties of marketing promotion tools. The materials of the article are of practical value for marketers in the field of business education.
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Prakasa, Azmi Iqbal Goldina, and Firman Ardiansyah. "Perancangan User Experience Aplikasi Marketplace Paket Wisata Indonesia untuk Wisatawan Lokal." Jurnal Ilmu Komputer dan Agri-Informatika 5, no. 1 (July 25, 2018): 51. http://dx.doi.org/10.29244/jika.5.1.51-60.
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Pertumbuhan pariwisata Indonesia meningkat berdasarkan jumlah perjalanan wisatawan lokal dari tahun 2010 hingga 2016 dengan rata-rata 2,02%. Hal tersebut diimbangi dengan perkembangan jumlah Usaha Mikro, Kecil, dan Menengah (UMKM) dalam sektor jasa sebesar 6,71%. Hadirnya marketplace paket wisata memudahkan pencarian dan pemesanan paket wisata bagi wisatawan lokal serta pemasaran jasa oleh UMKM penyedia jasa perjalanan wisata di Indonesia. Penelitian ini berfokus pada perancangan user experience (UX) marketplace paket wisata yang berdasarkan pada kemudahan, efisiensi, dan kegunaan untuk pengguna. Perancangan UX menggunakan metode five planes yang terdiri dari lima tahapan yang memiliki keterkaitan antarlapisannya. Hasil penelitian berupa customer journey map, 18 spesifikasi fungsional, low fidelity prototype, dan medium fidelity prototype yang berfokus pada task pemesanan dan pembayaran paket wisata. Evaluasi prototipe menggunakan metode think aloud yang dilakukan terhadap 2 responden. Evaluasi menghasilkan error rate terburuk sebesar 12,5% yaitu pada clickable text. Letak error rate akan dijadikan acuan untuk perbaikan minor pada prototipe. Secara keseluruhan responden berpendapat bahwa prototipe mudah digunakan dalam tahap pemesanan dan pembayaran paket wisata.<br /><br />Kata Kunci: five planes, marketplace, pengalaman pengguna, think aloud, wisatawan lokal
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Park, Ha Eun, Sheau Fen Crystal Yap, and Marian Makkar. "A laddering study of motivational complexities in mobile shopping." Marketing Intelligence & Planning 37, no. 2 (April 1, 2019): 182–96. http://dx.doi.org/10.1108/mip-03-2018-0104.
Full textAbstract:
Purpose The purpose of this paper is to uncover the motivational tensions underlying mobile shopping (m-shopping) behaviours. The authors focus on consumer motivations and the pursuit of life end goals with respect to m-shopping. Design/methodology/approach Based on the means-end chain theory, hard-laddering approach was used to elicit associations between attributes, consequences and values from 251 online participants. Content analysis was used to develop a hierarchical value map “mapping” these associations to uncover underlying values for m-shopping. Findings Mobile shoppers are motivated by their self-actualisation needs (self-focused) and/or social needs (other-focused). Participants’ response contradictions reflected internal complexities and ambivalences during their purchasing decisions. Decisions are based on their concerns around security, time, technological or financial. Practical implications This study provides managerial insights into retail marketing and strategies. Marketers should consider creating user-friendly applications by researching the customer journey experience, heightening security measures and ensuring that added-value offers are clearly communicated to meet consumers’ personal values and motivations. Originality/value The paper presents an original conceptual contribution of personal values related to m-shopping as desires for self-empowerment, altruism and relationships with others, self-fulfilment and hedonism and possible consumer internal conflicts.
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PAI, Chih-Hung, Kuo-Min KO, and Troy SANTOS. "A Study of the Effect of Service Recovery on Customer Loyalty Based On Marketing Word Of Mouth in Tourism Industry." Revista de Cercetare si Interventie Sociala 64 (March 6, 2019): 74–84. http://dx.doi.org/10.33788/rcis.64.6.
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Akamavi, R K., Mohamed, E., Pellmann, K., & Xu, Y. (2015). Key determinants of passenger loyalty in the low-cost airline business. Tourism Management, 46, 528-545. Baldus, B.J., Voorhees, C., & Calantone, R. (2015). Online brand community engagement: Scale development and validation. Journal of Business Research, 68(5), 978-985. Boo, H.V. (2017). Service Environment of Restaurants: Findings from the youth customers. Journal of Asian Behavioural Studies, 2(2), 67-77. Bowen, T.J., & Chen, S.L. (2015). Transitioning Loyalty Programs: A Commentary on the Relationship Between Customer Loyalty & Customer Satisfaction. International Journal of Contemporary Hospitality Management, 27(3), 415-430. Casidy, R., & Shin, H. (2015). The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions. Journal of Retailing and Consumer Services, 27, 103-112. Chang, J.H. (2017). The role of relationship on time and monetary compensation. The Service Industries Journal, 37, 915-935. Fan, A., Mattila, A.S., & Zhao, X. (2015). How does social distance impact customers’ complaint intentions? A cross-cultural examination. International Journal of Health Policy and Management, 47, 35-42. Gohary, A., Hamzelu, B., & Alizadeh, H. (2016). Please explain why it happened! How perceived justice and customer involvement affect post co-recovery evaluations: a study of Iranian online shoppers. Journal of Retailing and Consumer Services, 31, 127-142. Guo, L., Lotz, S.L., Tang, C., & Gruen, T.W. (2015). The role of perceived control in customer value cocreation and service recovery evaluation. Journal of Service Research, 19(1), 39-56. Heidenreich, S., Wittkowski, K., Handrich, M., & Falk, T. (2015). The dark side of customer co-creation: exploring the consequences of failed co-created services. The Journal of the Academy of Marketing Science, 43(3), 279-296. Hsu, C.L., & Lin, J.C.C. (2016). Effect of perceived value and social influences onmobile app stickiness and in-app purchase intention.Technological Forecasting and Social Change, 108, 42-53. Kashif, M., Zarkada, A., & Ramayah, T. (2016).The impact of attitude, subjective norms, and perceived behavioural control on managers’ intentions to behave ethically. Total Quality Management & Business Excellence, 29(5-6), 1-21. Li, M., Qiu, S.C., & Liu, Z., (2016). The Chinese way of response to hospitality service failure: The effects of face and guanxi. International Journal Hospital Management, 57, 18-29. Liu, S.Q., & Mattila, A.S. (2015). “I Want to Help” versus “I Am Just Mad” how affective commitment influences customer feedback decisions. Cornell Hospitality Quarterly, 56(2), 213-222. Oman, B., Pepur, M., & Arneric, J. (2016). The impact of service quality and sport-team identification on the repurchase intention. Journal of Contemporary Management Issues, 21(1), 19-46. Ozuem, W., Patel, A., Howell, K.E. & Lancaster, G. (2016). An Exploration of Consumers' Response to Online Service Recovery Initiatives. International Journal of Market Research, 59(1), 97-115. Park, J., & Ha, S. (2016). Co-creation of service recovery: Utilitarian and hedonic value and post-recovery responses. Journal of Retailing and Consumer Services, 28, 310-316. Rezaei, S., Shahijan, M.K., Amin, M., & Ismail, W.K.W. (2016). Determinants ofapp stores continuance behavior: A pls path modellingapproach. Journal of Internet Commerce, 15(4), 408-440. Sengupta, S.A., Balaji, M., & Krishnan, B.C. (2015). How customers cope with service failure? A study of brand reputation and customer satisfaction. Journal of Business Research, 68(3), 665-674. Sloan, S., Bodey, K., & Gyrd-Jones, R. (2015). Knowledge sharing in online brand communities. Qualitative Market Research: An International Journal, 18(3), 320-345. Tan, C., Benbasat, I. & Cenfetelli, R.T. (2016). An Exploratory Study of the Formation and Impact of Electronic Service Failures. MIS Quarterly, 40(1), 1-31. Van Vaerenbergh, Y., & Orsingher, C. (2016). Service Recovery: An Integrative Framework and Research Agenda. The Academy of Management Perspectives, 30(3), 328-346. Varela, J.C.S., Svensson, G., Brambilla, F.R., & Oliveros, M.E.G. (2015) Perceived Justice & Emotions in a Negative Service Encounter: A Latin American Perspective. In: Kubacki K. (eds). Ideas in Marketing: Finding the New and Polishing the Old. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Cham: Springer. Vyas, V. & Raitani, S. (2015). A Study of the Impact of Relationship Marketing on Cross-Buying. Journal of Relationship Marketing, 14(2), 79-108. Weber, K., Sparks, B., & Hsu, C.H. (2016). The effects of acculturation, social distinctiveness, and social presence in a service failure situation. International Journal Hospital Management, 56, 44-55. Wu, J., Huang, L., Zhao, J.L., & Hua, Z. (2015).The deeper, the better? Effect of online brand community activity on customer purchase frequency. Information & Management, 52(7), 813-823. Yang, A., Chen, Y., & Huang, Y. (2017). Enhancing customer loyalty in tourism services: the role of customer-company identification and customer participation. Asia Pacific Journal of Tourism Research, 22(7), 735-746. Zhang, H., Zhang, K.Z., Lee, M.K., & Feng, F. (2015). Brand loyalty in enterprise microblogs: Influence of community commitment, IT habit, and participation. Information Technology & People, 28(2), 304-326.
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Lefaan, Yosef, Julius Ary Mollet, and Herbert Innah. "The Sustainable Development in Papua Based on Customary Territories and Human Development Paradigm." International Journal of Social and Administrative Sciences 6, no. 2 (October 12, 2021): 86–96. http://dx.doi.org/10.18488/journal.136.2021.62.86.96.
Full textAbstract:
The National Development Planning Agency of Indonesia has adopted the concept of development based on customary territories in Papua in the 2015-2019 National Midterm Development Plan (RPJMN). This RPJMN aimed to accommodate the mandate of the Special Autonomy Law Number 21 of 2001 regarding Special Autonomy for Papua Province. However, the RPJMN used a top-down development approach that accommodates more national and international interests than local and customary territories' interests. The main objective of this paper is to propose a new concept of sustainable development that uses a bottom-up development approach to reconcile both interests above. The concept is supplemented with the road map and simulation to explore the progress of sustainable development. The modeling and simulation of sustainable development progress consist of the human development index (HDI), human development indicators, and electricity demand using the system dynamics model. In 2050, the lowest HDI is 63.87 in Mappi Regency. Life expectancy is 68.53 years; the schooling expecting years is 12.19 years; the schooling mean years is 6.60 years, and the expenditure per capita is Rp7,599,010, - In 2050, the highest HDI is 94.83 in Sorong Municipality. Life expectancy is 80.73 years; the schooling expecting years is 18.00 years; the schooling mean years is 15.00 years, and the expenditure per capita is Rp19,869,057 – In 2050, the electricity demand in Mappi Regency is 46,032 MWh. Meanwhile, the electricity demand in Sorong Municipality is 1,137,746 MWh.
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Firmando, Harisan Boni. "STRATEGI ADAPTASI PEMASARAN KERAJINAN TENUN ULOS PADA PASAR TRADISIONAL, MODERN DAN ON LINE DI TAPANULI UTARA (Studi di Kota Tarutung)." AT-TAWASSUTH: Jurnal Ekonomi Islam 5, no. 1 (June 1, 2020): 23. http://dx.doi.org/10.30829/ajei.v5i1.7674.
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The writing of journal entitled “Strategy of Marketing Adaptation for Ulos (woven cloth) at Tradisional, Modern and On Line Market in North Tapanuli (Study in Tarutung City)” was begin on the increasing of the number of Ulos merchant at traditional, modern and on line market in North Tapanuli. Merchant the advanced age had change the competition map by build a new marketing strategy. By the entering of the new competitors in the business encourage the entrepreneurs or merchant to have optimal thinking to achieve goal namely to seek and maintain the existence of the customer who has an important rule in the survive of market circulation. The approach method applied in this research is descriptive method by qualitative approach. The data was collected by observation and interview. The analysis unit and information in this research is the merchant and customer of ulos at Tarutung City. The data is interpreted by using the field record. The results of research indicates that the higher of market competition in the area, either in Tarutung or out of Tarutung encourage the merchant of ulos assure the customer through creativity or product innovation.
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Velazco Gonzales, Alfredo Ruitval, Susan Marlen Flores Chavez, Kristhian Pattrick Medina Gamez, and Luz Gabriela Cuba Pacheco. "Models and determinant variables of innovation to improve quality and customer satisfaction in service companies." Universidad Ciencia y Tecnología 25, no. 111 (December 5, 2021): 23–32. http://dx.doi.org/10.47460/uct.v25i111.512.
Full textAbstract:
The multiple factors that define and relate service quality and customer or consumer satisfaction have served as the basis for the development of several multidimensional models that have allowed the study of this important issue. The level of research that will be used in this work is the explanatory levelbecause it is intended to evaluate the role of innovation in the design of the service quality improvement plan and its impact on customer satisfaction. As a case study, the M7D model was applied to two national banks. Among other results, national banks obtained 83.5% compliance with the M7D model, the dimensions with the best performance are customer satisfaction, organization, processes and social responsibility. While, medium-sized banks have a compliance level of 62.7% with the M7D model, the dimensions with the best performance are customer satisfaction, Social responsibility and leadership. It is concluded that banks must innovate at the level of preparation and training of human resources and adequacy.
Keywords: quality of service, customer satisfaction, models, innovation
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Kruggel, Alexander, Victor Tiberius, and Manuela Fabro. "Corporate Citizenship: Structuring the Research Field." Sustainability 12, no. 13 (June 30, 2020): 5289. http://dx.doi.org/10.3390/su12135289.
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Corporate citizenship, which is firms’ societal engagement beyond customer and shareholder interests, is a prominent topic in management practice and has led to extensive research. This increased interest resulted in a complex and fragmented scholarly literature. In order to structure and map the field quantitatively, we conducted a temporal analysis of publications and citations, an analysis of the productivity of involved disciplines, an analysis of the productivity of publication forms including journal impact factors, an author productivity and citation analysis, a co-author analysis, an article citation analysis, an article co-citation analysis, and a keyword co-occurrence analysis. Results of these bibliometric analyses show that corporate citizenship research seems to have been in a phase of stagnation since 2014 and shows a rather low degree of interdisciplinarity. Papers are predominantly published in high impact journals. Authors show little collaboration with other researchers. Current research relates to other business ethics topics, addresses philosophical foundations, and starts to relate to human resource management and organization studies.
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Leung, Xi Yu, Lan Xue, and Billy Bai. "Internet marketing research in hospitality and tourism: a review and journal preferences." International Journal of Contemporary Hospitality Management 27, no. 7 (October 12, 2015): 1556–72. http://dx.doi.org/10.1108/ijchm-05-2014-0268.
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Purpose – The purpose of this study is to provide a progress review of published Internet marketing research within the top eight hospitality and tourism journals and to provide suggestions on future research directions. Design/methodology/approach – The study collected 331 Internet marketing-related articles published in the top eight hospitality and tourism journals during the period of 1996-2013. Using content analysis, the study analyzed and discussed research topics, research methods and industry sectors of selected articles. The study period was broken into three sub-periods and used correspondence analysis (CA) to examine the significant changes of topical areas over time. A follow-up CA was conducted to compare the topical and methodological preferences of the selected eight journals. Findings – In all, 5-category and 27-subcategory classifications of research topics were identified in the study. The two-dimensional perceptual map indicates that Internet marketing research in the hospitality and tourism fields experienced introduction, growth and maturity stages. The research focus changed from business perspective to customer perspective and then to both business and customer perspectives. The eight top hospitality and tourism journals were grouped into four journal sets that share similar article characteristics and preferences. Research limitations/implications – Due to the sample size, the classifications and trends generated in this study may not be generalized to all Internet marketing research in hospitality and tourism disciplines. The process of identifying topic and method categories might be biased, especially in identifying new topics. Future research may apply CA method in literature review studies on other research topics. Practical implications – The study analyzed published research in Internet marketing in the hospitality and tourism fields and provided topical and methodological recommendations to academia for future research. This study may also give hospitality managers new insights into Internet marketing applications in the industry. Originality/value – This study is one of the few attempts to provide a comprehensive review of Internet marketing research in the hospitality and tourism fields. This study uses CA in literature review study, opening up a new way to easily analyze and visually display the literature trends. This study also creatively compared the publication preferences among eight top-tier hospitality and tourism journals using correspondence analysis.
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Yeoman, Ian Seymour, and Una McMahon-Beattie. "The turning points of revenue management: a brief history of future evolution." Journal of Tourism Futures 3, no. 1 (April 3, 2017): 66–72. http://dx.doi.org/10.1108/jtf-11-2016-0040.
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Purpose The primary aim of revenue management (RM) is to sell the right product to the right customer at the right time for the right price. Ever since the deregulation of US airline industry, and the emergence of the internet as a distribution channel, RM has come of age. The purpose of this paper is to map out ten turning points in the evolution of Revenue Management taking an historical perspective. Design/methodology/approach The paper is a chronological account based upon published research and literature fundamentally drawn from the Journal of Revenue and Pricing Management. Findings The significance and success to RM is attributed to the following turning points: Littlewood’s rule, Expected Marginal Seat Revenue, deregulation of the US air industry, single leg to origin and destination RM, the use of family fares, technological advancement, low-cost carriers, dynamic pricing, consumer and price transparency and pricing capabilities in organizations. Originality/value The originality of the paper lies in identifying the core trends or turning points that have shaped the development of RM thus assisting futurists or forecasters to shape the future.
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Palácios, Hugo, Helena de Almeida, and Maria José Sousa. "A Bibliometric Analysis of Service Climate as a Sustainable Competitive Advantage in Hospitality." Sustainability 13, no. 21 (November 5, 2021): 12214. http://dx.doi.org/10.3390/su132112214.
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The purpose of this study is to carry out a systematic literature review and map the service climate in hospitality to discuss the future of the construct as a sustainable competitive advantage. A bibliometric (Bibliometrix) and network (VOSviewer) analysis were conducted in order to review the literature of 63 hospitality service climate articles published between 2005 and 2021, covering 167 authors, 30 journals, 17 countries, and indexed with 241 authors keywords. The “International Journal of Contemporary Hospitality Management” presents the most considerable accumulated growth of the hospitality service climate articles. The content analysis showed a total sample with 3519 customers and 23,068 employees, and all include women and men. The studies were carried out mainly in Asia. The research trend topics revealed that performance is one of the most crucial link factors, and keywords such as service climate, performance, antecedents, and perceptions are closely related. Finally, it is essential to highlight that the new trends are related to technology, industrial revolution 4.0, big data, and HR analytics.
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Sapkota, Ram Kumar, and Ganesh Prasad Bhatta. "Technical Aspects of Digitization of Cadastral Maps." Journal on Geoinformatics, Nepal 13 (March 13, 2017): 42–50. http://dx.doi.org/10.3126/njg.v13i0.16936.
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Mankinds of the 21st century are seeking for qualitative matters. They can't be satisfied only with the normal service; they expect value added service i.e. qualitative service. To cope the customer's satisfaction, almost all sectors are enhancing their performance and service delivery system using the information technology. Digitization of cadastral map is very essential for providing effective, reliable and qualitative cadastral services. Having the digitized cadastral maps and GIS database we can have a lot of advantages related to storage, management, retrieval, analysis, dissemination, update as well as IT enabled effective and reliable cadastral service delivery. In the present context of being scarcity of conventional instruments, ammonia paper and other accessories, it is crucial to enroll into this process and modernize land information in order to run with time, technology and international community.Nepalese Journal on Geoinformatics -13, 2014, Page: 42-50
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Nasrullah, Nasrullah, Elfira Maya Adiba, and Talitha Rahma Diar. "KEENGGANAN UMKM DI SEKITAR WISATA RELIGI DALAM MENGAMBIL PEMBIAYAAN BANK SYARIAH: SEBUAH STUDI DI MADURA." Jurnal Ekonomi Syariah Teori dan Terapan 9, no. 1 (January 30, 2022): 34. http://dx.doi.org/10.20473/vol9iss20221pp34-46.
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ABSTRAKPangsa pasar perbankan Syariah di Indonesia masih rendah. Penelitian ini bertujuan untuk mengetahui pengaruh variabel pengetahuan, motivasi, dan marketing terhadap keengganan minat UMKM di sekitar wisata religi di Madura untuk mempunyai produk pembiayaan di bank syariah. Jenis data pada penelitian merupakan data primer yang didapatkan melalui penyebaran kuesioner pada pemiliki UMKM pada kawasan wisata religi di Madura dan tidak memiliki produk pembiayaan di bank syariah. Regresi liniear berganda digunakan untuk mengolah data penelitian ini. Hasil dari penelitian ini yaitu pengetahuan dan motivasi berpengaruh signifikan terhadap keengganan minat UMKM mengambil pembiayaan pada bank syariah. Variabel marketing tidak berpengaruh signifikan terhadap keengganan minat mengambil pembiayaan pada bank syariah. Berdasarkan hasil tersebut maka perlu dilakukan penelitian lebih lanjut untuk mengidentifikasi faktor lain yang akan mendorong minat UMKM untuk mengambil pembiyaan pada bank syariah.Kata Kunci: Bank syariah, Pariwisata Syariah, Keengganan Minat, UMKM. ABSTRACTThe market share of Islamic banking in Indonesia is still low. his study aims to determine the effect of knowledge, motivation, and marketing variables on the reluctance of MSME interest in religious tourism in Madura to have financing products in Islamic banks. The type of data in this study is primary data obtained through distributing questionnaires to MSME owners in religious tourism areas in Madura and not having financing products at Islamic banks. Multiple linear regression was used to process the research data. The results of this study are knowledge and motivation have a significant effect on the reluctance of MSMEs to take financing at Islamic banks. 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Larkin, John A. "The Philippines: History, Geography, Customs, Agriculture, Industry, and Commerce of the Spanish Colonies in Oceania. By Jean Mallat. Translated by Pura Santillan-Castrance. Manila: National Historical Commission, 1983. (French original published in 1846.) xiv, 528 pp. Tables, Index. N.p. (paper). - Journey to Majayjay. By Paul de la Gironière. Translated by E. Aguilar Cruz. Manila: National Historical Commission, 1983. (French original published in 1862.) iii, 60 pp. Illustrations. N.p. - Recollections of a Voyage to the Philippines. By J. de Man. Translated by E. Aguilar Cruz. Manila: National Historical Commission, 1984. (French original published in 1875.) xii, 116 pp. Illustrations. N.p." Journal of Asian Studies 45, no. 2 (February 1986): 456–58. http://dx.doi.org/10.2307/2055908.
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Pendrill, L. R., A. Allard, N. Fischer, P. M. Harris, J. Nguyen, and I. M. Smith. "Software to Maximize End-User Uptake of Conformity Assessment With Measurement Uncertainty, Including Bivariate Cases. The European EMPIR CASoft Project." NCSL International Measure 13, no. 1 (February 2021): 58–69. http://dx.doi.org/10.51843/measure.13.1.6.
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Facilitating the uptake of established methodologies for risk-based decision-making in product conformity assessment taking into account measurement uncertainty by providing dedicated software is the aim of the European project EMPIR CASoft(2018–2020), involving the National Measurement Institutes from France, Sweden and the UK, and industrial partner Trescal (FR) as primary supporter. The freely available software helps end-users perform the required risk calculations in accordance with current practice and regulations and extends that current practice to include bivariate cases. The software is also aimed at supporting testing and calibration laboratories in the application of the latest version of the ISO/IEC 17025:2017 standard, which requires that“…the laboratory shall document the decision rule employed, taking into account the level of risk […] associated with the decision rule and apply the decision rule.” Initial experiences following launch of the new software in Spring 2020 are reported.
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Venkatesan, Rajkumar, and Tami Kim. "Customer Journey Map." SSRN Electronic Journal, 2021. http://dx.doi.org/10.2139/ssrn.3942695.
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IHAMÄKI, Pirita, and Katriin HELJAKKA. "Gamification of the Customer Journey at a Ski Resort." Conference Proceedings of the Academy for Design Innovation Management 1, no. 1 (December 3, 2019). http://dx.doi.org/10.33114/adim.2017.118.
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This paper explores the enhancement of the customer journey at a Finnish ski resort and aims to create a theoretical framework for using gamification in the service design process. We have used the service design method and design tool Comicubes as a solution prototype, which ski resort workers engaged with to create a new gamified concept for its target consumers. The customer journey map provides a structured visualisation of a user’s experience at a ski resort. The customer journey enhanced through gamification creates a value-creating system for the ski resort, which presents the network of actors and their relationships that jointly create an offering. This study presents the results of a service design process for a customer journey, which goes through four stages presented in new play theory, namely wow, flow, double-flow and glow. These stages guide the designers and developers using gamification to give customers an overall more interactive and engaging experience in a real ski resort context.
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Lee, Ching-Hung, Qiye Li, Yu-Chi Lee, and Chih-Wen Shih. "Service design for intelligent exhibition guidance service based on dynamic customer experience." Industrial Management & Data Systems ahead-of-print, ahead-of-print (November 24, 2020). http://dx.doi.org/10.1108/imds-06-2020-0356.
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PurposeA good customer experience means meeting the customer expectation. Thus, unexpected customer experience is usually a good point to initiate improvement or innovation for product or service design. Attempting to enhance the customer experience in the customer journey, this study aims to demonstrate a customer journey centred service design approach to receive the design requirements based on customers' needs and to use a systematic approach to generate solutions.Design/methodology/approachA holistic service design method named 3E model was proposed. It integrates customer experience journey map (CXJM), the theory of inventive problem solving (TRIZ) and service assembly and service replacement mechanism into three design stages. In stage 1, CXJM is enhanced with emotional range analysis to identify the customer pain points as well as customers' requirements (CRs) in exhibition, tourism and hotel sectors for initializing service design. Stage 2 investigates the specific design requirements (DRs) of the smart exhibition system and the contradictions. Then, the innovative principles were analyzed. In Stage 3, expected exhibition service system was designed.FindingsThe new service system which named the smart expo system based on information and communication technology (ICT) is proposed. It consists of “Tourism Link assists”, “i-Kaohsiung hotel service center”, “Smart AEC” and “O2O e-tickets”.Originality/valueThe proposed 3E model builds a systematic and coherent design method for the smart exhibition service area. It provides the linkage and action-oriented guidance from customer pain points, service parameters, innovative principles to solutions.
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Archawaporn, Laksamon, and Adisorn Leelasantitham. "Managing Factors to Stages of the Online Customer Journey Influence on Brand Trust." Journal of Web Engineering, July 19, 2021. http://dx.doi.org/10.13052/jwe1540-9589.2056.
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This study examines the possibilities of enhancing relationship between external factors and five main steps of the customer journey influence on brand trust. Our aim is to fill a gap of empirical studies on the online channel in Thailand. We identify four external factors that contribute to each step of customer journey base on customer journey map theory. Data collected from 400 respondents was tested against the research model using a partial least squares (PLS) approach. Our hypotheses testing the determinants set of the customer journey with a statistical inferential analysis that, show the results support 7 of the 9 hypotheses, with a significant relationship between analysed constructs (Social influencer, eWom, and Marketing campaign) which are the factors that might contribute to online customer journey at the present.
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Gilliam, David A., Teresa Preston, Casey C. Rockwell, and John R. Hall. "Comparative Analysis of Attributions From Customer Experiences and Journeys." International Journal of Market Research, December 28, 2021, 147078532110602. http://dx.doi.org/10.1177/14707853211060262.
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This study developed a Comparative Analysis of Attributions method to explore sensemaking after customer experiences and journeys. Its foundation rests on the constructs of attribution theory by which actors make sense of the causes of events. Customer experiences and journeys involve both consumers and the firm’s employees interacting at touchpoints in a value co-creation attempt; each actor then makes attributions about the exchange experience. The qualitative inquiry compared attributions across actors after value co-creation (co-destruction) in a banking services context during the financial crisis. This showed how misunderstandings of one’s own and others’ sensemaking attributions can affect value co-creation during the customer experience and journey. The analysis thus offered managerially actionable information. Marketers may then improve internal and external messaging, touchpoints, and operations for better customer journeys. Academic researchers may use this method to map the continuum of attributional biases, errors, and styles across actors, industries, and contexts.
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Argadian, Arief Fathoni. "Social Media Marketing Strategy for a Leisure Hotel Using Digital Customer Experience Journey Approach: A Study on Innside by Melia Yogyakarta." Journal of Economics, Finance And Management Studies 04, no. 08 (August 18, 2021). http://dx.doi.org/10.47191/jefms/v4-i8-20.
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Innside by Melia Yogyakarta is a 4-star business and leisure hotel owned by PT. Saraswanti Indoland Development. In 2018-2019, Innside by Melia Yogyakarta experienced a relatively rapid increase in revenue. However, the Directors of PT Saraswanti Indoland Development are still not satisfied with the hotel's current performance. To improve hotel performance, the target market will be focused on leisure travelers. However, the social media platform owned by Innside by Melia Yogyakarta, which will attract leisure travelers, also does not have a good performance. To overcome this issue, several analyzes and findings are conducted. External analysis is determined by PESTEL and Competitor Analysis. Internal analysis is determined by VRIO and Segmentation, Targeting, and Positioning (STP). Then, a survey was carried out to find out the preferences of leisure travelers. The survey was made based on the customer experience's digital journey while staying at Innside by Melia Yogyakarta and hotels in the Yogyakarta. There are six stages of the customer experience journey: the awareness/inspiration stage; research/consideration stage; decision-making stage; preparation stage; in-hotel experience stage; and loyalty advocacy stage. The survey results were processed quantitatively and analyzed descriptively. Based on the survey results, the root of the problem lies in customers' low awareness/inspiration towards Innside by Melia Yogyakarta's social media. The solution to this problem is sought by using the Repositioning and New Wave Marketing strategy to create a horizontal marketing system on Innside by Melia Yogyakarta's social media. Each alternative solution is systematically compiled on the customer journey map. then recommendations for social media content were made to implement the formulated strategy.
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Ajriya Shaffa Amalia, Azzam A., and Dina Dellyana. "User Acceptance Test for Kaaba Buku Saku Application." KnE Social Sciences, March 23, 2020. http://dx.doi.org/10.18502/kss.v4i6.6629.
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As one of the countries with a big Muslim population in the world, opportunity of growing an Islamic business in Indonesia has swiftly gained. It is proved by the growth of 95% market share in manufacture, service, and technology areas. This will give a chance for entrepreneurs to follow the wave. One of the entrepreneurs that utilized the opportunity is the developer of Kaaba Buku Saku application. They are releasing solutions for Muslims in a form of mobile applications. Since the launching of this application, Kaaba Buku Saku generates only 30% active user from the total downloader. By using Binary Logistic Regression, it is known that Facilitating Conditions was a significant variable that means the customer would prefer to adopt the application when they have a sufficient resources and knowledge to adopt it. From the customer journey map, it is known that the improvements that should be made by the developer are equipped the prayer time feature with automatically locate feature, adjust the highlight content to be more understandable, launch live location feature for Hajj and Umrah users, give a step by step guidance for the first use, give notification to calibrate the phone for Qibla feature, and the last is launch their iOS version application.
Keywords: Muslim-based mobile application, Kaaba buku saku, binary logistic regression, customer journey map
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"Application of Multichannel Access and Customer Journey Map in the Context of Innovative Business Projects." Journal of Service, Innovation and Sustainable Development, December 20, 2021. http://dx.doi.org/10.33168/sisd.2021.0109.
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Torres-Velasco, Eric, Ana Lilia Laureano-Cruces, Gustavo De La Cruz-Martínez, and Lourdes Sánchez-Guerrero. "The Importance of the Journey Map in the Design of a Playful Interactive-Interface." Global Journal of Management and Business Research, January 4, 2022, 9–17. http://dx.doi.org/10.34257/gjmbrgvol21is4pg9.
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This article presents the importance of using the customer journey map (CJM) as a tool for managing new information technologies. The case study presents the use of the CJM to indicate the experiences that people have when using a playful interactive-interface, where the causal relationship between the brightness and the distance of the stars is visualized. The CJM is the result of a quantitative and qualitative study about user experience (UX) or UX research. Where you can use: 1) observation techniques, 2) interviews, 3) questionnaires, 4) a review of the domain literature about the phenomenon, archetypal descriptions, 5) diagrams of mental models; also known as thought schemes, or cognitive maps, among others. This research focuses the development of the interface in the design of archetypal profiles and mental models to generate the CJM, in the domain of the specific phenomenon.