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Journal articles on the topic 'Customer journey mapping'

Author: Grafiati

Published: 4 June 2021

Last updated: 25 July 2025

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1

Sneed, Christopher, Heejin Lim, Michelle Childs, and Megan Leffew. "Customer Journey Mapping: A New Tool in the Extension Educator’s Toolbelt." Journal of Extension 63, no. 1 (2025): 1–8. https://doi.org/10.34068/joe.63.01.04.

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Customer journey mapping can be used to gain a complete understanding of customers by charting touchpoints across pre-purchase, purchase and post-purchase stages. By lifting customer journey mapping out of traditional retail settings and applying it to farm retail enterprises, customer journey mapping can be a powerful tool in the Extension educator toolbelt – a tool that can be utilized when educating producers in group settings or individual consultations. This article offers an introduction to the customer journey mapping tool. A case study and tips for using journey mapping concludes the a

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VASILEVA, Steliana. "Mapping the Customer Journey in Retail." INTERNATIONAL CONFERENCE ON ECONOMICS, BUSINESS & MANAGEMENT 1, no. 1 (2024): 53–66. https://doi.org/10.56065/icebm2024.53.

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Creating a customer journey map has quickly become an interesting and innovative way to understand consumers and their behavior. Over the years, the method gained popularity and established itself by offering a clear way to visualize the company's intangible services. As the importance of customer experiences increases, the mapping of their journeys also expands to encompass not only actions and thoughts, but also feelings that occur along the journey. The aim of this paper is to explore the mapping of the customer experience journey and the process behind its creation. In addition to a framew

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Nnenna Ijeoma Okeke, Olufunke Anne Alabi, Abbey Ngochindo Igwe, Onyeka Chrisanctus Ofodile, and Chikezie Paul-Mikki Ewim. "Customer journey mapping framework for SMES: Enhancing customer satisfaction and business growth." World Journal of Advanced Research and Reviews 24, no. 1 (2024): 2004–18. http://dx.doi.org/10.30574/wjarr.2024.24.1.3206.

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Customer journey mapping (CJM) is an essential tool for small and medium-sized enterprises (SMEs) to understand and optimize their interactions with customers, thereby driving satisfaction and business growth. This review outlines a customer journey mapping framework designed specifically for SMEs, aiming to enhance customer experiences through a structured approach to identifying key touchpoints, pain points, and opportunities for improvement across the customer lifecycle. The proposed framework involves systematically mapping out every stage of the customer journey, from initial awareness to

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Nnenna, Ijeoma Okeke, Anne Alabi Olufunke, Ngochindo Igwe Abbey, Chrisanctus Ofodile Onyeka, and Paul-Mikki Ewim Chikezie. "Customer journey mapping framework for SMES: Enhancing customer satisfaction and business growth." World Journal of Advanced Research and Reviews 24, no. 1 (2024): 2004–18. https://doi.org/10.5281/zenodo.15051381.

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Customer journey mapping (CJM) is an essential tool for small and medium-sized enterprises (SMEs) to understand and optimize their interactions with customers, thereby driving satisfaction and business growth. This review outlines a customer journey mapping framework designed specifically for SMEs, aiming to enhance customer experiences through a structured approach to identifying key touchpoints, pain points, and opportunities for improvement across the customer lifecycle. The proposed framework involves systematically mapping out every stage of the customer journey, from initial awareness to

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Arias, Michael, Eric Rojas, Santiago Aguirre, et al. "Mapping the Patient’s Journey in Healthcare through Process Mining." International Journal of Environmental Research and Public Health 17, no. 18 (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 healt

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Kushwaha, Priyanka. "Analyzing the Customer Journey through Data Analytics." International Journal for Research in Applied Science and Engineering Technology 13, no. 5 (2025): 6046–49. https://doi.org/10.22214/ijraset.2025.71608.

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The quantitative content analysis identified five underlying themes of the customer journey, namely, service satisfaction, failure and recovery, co-creation, customer response, channels and technological disruption. The results section reviewed and discussed each theme and its sub-themes in turn. The review identified important gaps in the literature related to the key stages of a customer journey. Customer Journey Mapping (CJM) is pivotal for understanding and enhancing customer experiences across touchpoints. The integration of real-time data analytics into CJM has transformed this tradition

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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 (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 us

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Koussaifi, Hiba, David John Hart, and Simon Lillystone. "Customer complaint journey mapping: a qualitative approach." British Food Journal 122, no. 12 (2020): 3711–26. http://dx.doi.org/10.1108/bfj-11-2019-0849.

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PurposeThis paper aims to extend the customer complaint behaviour (CCB) knowledge by introducing a visual technique called customer complaint journey mapping as a means of capturing and understanding multi-faceted service failures involving multiple actors.Design/methodology/approachResearch participants were trained to record contemporaneous accounts of future dissatisfactory dining experiences. Minimising issues of memory recall whilst faithfully capturing complainants' raw emotions. These recordings formed the basis for follow up interviews, based on the critical incident technique.Findings

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Muhamad Tamyez, Puteri Fadzline, Norhana Mohd Aripin, Muhammad Ashraf Fauzi, and Senthil Kumar. "Mapping the doctoral students’ experiences: A customer journey analysis." Multidisciplinary Science Journal 7, no. 4 (2024): 2025156. http://dx.doi.org/10.31893/multiscience.2025156.

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Customer experience research predominantly anchors the customer journey on a specific offering, implying an inherently customer-centric perspective. To address calls for a more goal-oriented approach, this study aims to develop an educational institutional view of customer journeys from the perspective of doctoral students. In a qualitative study, nineteen doctoral students were interviewed. Two independent researchers used triple coding and thematic analysis to unpack the experiences grounded by the perspective of the self-regulation model of a behaviour feedback loop. The findings suggest tw

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Katkov, Serhii. "Implementation of Customer Journey Mapping in Digital Business Development." International Journal of Science and Research (IJSR) 14, no. 3 (2025): 1125–29. https://doi.org/10.21275/ms25319084103.

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Youssif Shaaban Mohamed, Alaa Eldin Adris, Hebatalla Kaoud. "Enhancing Customer Experience through Implementing Process Mining to Discover and Analyze Customer Journey: The Case of Telecom Egypt." Journal of Information Systems Engineering and Management 10, no. 28s (2025): 810–22. https://doi.org/10.52783/jisem.v10i28s.4410.

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Customer Journey Mapping (CJM) constitutes a cornerstone of Customer Experience (CX) management. It encompasses the totality of interactions between a customer and an organization across the entire customer-company relationship lifecycle. CJM strives to visually represent these interactions, facilitating an in-depth analysis of the customer journey and enabling the design of experiences that optimally align with customer expectations. This study employs a case study approach, utilizing secondary customer data from a telecom company in Egypt. This research explores the application of process mi

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Følstad, Asbjørn, and Knut Kvale. "Customer journeys: a systematic literature review." Journal of Service Theory and Practice 28, no. 2 (2018): 196–227. http://dx.doi.org/10.1108/jstp-11-2014-0261.

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Purpose Customer journeys have become an increasingly important topic in service management and design. The purpose of this paper is to review customer journey terminology and approaches within the research literature prior to 2013, mainly from the fields of design, management, and marketing. Design/methodology/approach The study was conducted as a systematic literature review. Searches in Google Scholar, Scopus, Web of Knowledge, ACM Digital Library, and ScienceDirect identified 45 papers for the analysis. The papers were analyzed with respect to customer journey terminology and approaches, t

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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 (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 creat

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Patti, Charles H., Maria M. van Dessel, and Steven W. Hartley. "Reimagining customer service through journey mapping and measurement." European Journal of Marketing 54, no. 10 (2020): 2387–417. http://dx.doi.org/10.1108/ejm-07-2019-0556.

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Purpose How can customer service be so bad in an era when companies collect endless data on customer interactions? The purpose of this paper is to contribute to the important challenge of elevating customer service delivery by providing guidelines for when and how to select optimal measures of customer service measurement using a new decision framework. Design/methodology/approach The paper uses a comprehensive, multi-dimensional review of extant literature related to customer service, journey mapping and performance measurement and applied a qualitative, taxonomic approach for model developme

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Lim, Heejin, Michelle L. Childs, and Kaitlyn Sifford. "Navigating the dairy aisle: Consumers’ unique shopping journey buying local dairy products, and the implications for a tailored brand marketing strategies." Journal of Brand Strategy 13, no. 3 (2024): 271. http://dx.doi.org/10.69554/jjob6611.

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This paper delves into the application of customer journey mapping as a strategic tool for developing brand strategies for local food producers. Focusing on one product category, dairy value-added products, provides an opportunity to examine the dynamic and individual nature of customer experiences. By identifying both physical and online touchpoints, journey mapping enables an in-depth assessment of the multifaceted dimensions of the customer journey. The findings demonstrate distinct shopping patterns among three consumer cases: (a) a stalwart locavore, (b) a pragmatic locavore and (c) a bud

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Fakher, Mehrdad. "Empowering parcel delivery logistics: the role of customer journey mapping in driving innovation and customer-centric solutions." South Florida Journal of Development 6, no. 6 (2025): e5425. https://doi.org/10.46932/sfjdv6n6-022.

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Nowadays, the logistics industry operates in a dynamic and competitive environment where meeting customer expectations and providing exceptional services are vital factors for success. In this regard, the concept of customer journey mapping is considered a powerful tool for understanding, analyzing and optimizing the customer experience throughout the entire parcel delivery process. It has become the main competitive factor in the digital age. This paper presents an initial study conducted for a case study, where an effort was made to model the customer journey for parcel delivery. Subsequentl

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Kreienbrink, Janine. "Customer Journey Mapping trifft auf interne Kunden." Wissensmanagement 2, no. 1 (2020): 34–35. http://dx.doi.org/10.1007/s43443-020-0115-5.

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Crosier, Adam, and Alison Handford. "Customer Journey Mapping as an Advocacy Tool for Disabled People." Social Marketing Quarterly 18, no. 1 (2012): 67–76. http://dx.doi.org/10.1177/1524500411435483.

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Customer journey mapping originated as a market research tool to help commercial businesses understand consumers’ motivations and behaviors. More recently, customer journey mapping has been used by the public sector to identify ways of understanding citizens’ experiences of public services, with the aim of both improving the quality of public services and of enabling ordinary people to engage with the political process. This article reports on the first known use of customer journey mapping by a national charity as an advocacy tool, used as part of a program to campaign for improved access to

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Nadya Kamilia Faiqoh, Jasmine Chiquita Brilliana, Melati Sukma Dewi, Asty Dwinanda Putri, and Asep Taryana. "PENERAPAN DESIGN THINKING DALAM OPTIMALISASI CUSTOMER JOURNEY DI OKE GARDEN." Jurnal Visionida 10, no. 2 (2024): 136–46. https://doi.org/10.30997/jvs.v10i2.15955.

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This study aims to optimize the customer journey at OKE Garden using a Design Thinking approach. The primary issue faced by the company is a decline in revenue in 2024, despite undergoing digital transformation through a website. The approach taken so far has predominantly focused on digitalization without adequately addressing customer needs and challenges throughout their journey. This indicates that the customer journey has not been optimized to deliver a satisfactory experience. The study employs the five stages of Design Thinking (empathize, define, ideate, prototype, and test) to analyze

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Schrijver, Carolijn, and Martijn Rietbergen. "Interactive Customer Journey Maps for Complex Services." Touchpoint 15, no. 2 (2024): 86–91. http://dx.doi.org/10.30819/touchpoint.15-2.16.

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Customer journey maps often assume linear and uniform customer experiences, limiting their effectiveness for complex services. In this article, an interactive customer journey mapping approach is proposed and evaluated in the context of a smart energy sharing platform project.

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Shafeeq, Ur Rahaman. "Real-Time Customer Journey Mapping: Combining AI and Big Data for Precision Marketing." International Journal of Leading Research Publication 5, no. 7 (2024): 1–10. https://doi.org/10.5281/zenodo.14471483.

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The AI and big data have really transformed the way businesses understand and improve customer journeys. This article looks at how AI algorithms and big data analytics are integrated to map real-time customer journeys across touch points like online platforms, retail interactions, and social media engagements. This will enable businesses to draw actionable insights into customer behaviors, preferences, and pain points by applying machine learning models and predictive analytics. These insights provide the possibility of personalized, timely, and impactful interventions to improve customer sati

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Addis, Michela. "Understanding the Customer Journey to Create Excellent Customer Experiences in Bookshops." International Journal of Marketing Studies 8, no. 4 (2016): 20. http://dx.doi.org/10.5539/ijms.v8n4p20.

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<p>This study investigates the customer journey and identifies the drivers of excellent customer experience in bookshops. Five research methods—in-depth interview, focus group, participant observation, Zaltman metaphors elicitation technique, and collective stereographic photo essay—were run on eleven Italian bookshops involving more than 1 100 individuals overall. The contribution of this study is twofold. First, it illustrates the process to adopt when mapping the customer journey and analyzing the customer experience. Specifically, it proposes that customer experience can be deeply un

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Razum, Jochen. "Customer Journey Mapping: Mehr Wissen über den Kunden." Wissensmanagement 1, no. 5 (2019): 16–19. http://dx.doi.org/10.1007/s43443-019-0072-z.

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Kotapati, Sonu Pradheen. "Enhancing Customer Experience through AI-Enabled Journey Mapping in Luxury Travel Enterprises." Asian Journal of Research in Computer Science 18, no. 6 (2025): 267–77. https://doi.org/10.9734/ajrcos/2025/v18i6697.

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Currently, the trend within the luxury travel market is to be client-focused by offering a quality and unique experience. As more and more clients’ demand personalization investing in customer journey mapping and tailor-made travel experiences while growing competition in the luxury travel market more travel agencies turn to artificial intelligence. This research focus on the uses of AI to monitor and analyze customers throughout the travel processes and to provide them with personalized solutions. The study aims are as follows: The first is the determination of the role AI can play in the rec

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D'Arco, Mario, Letizia Lo Presti, Vittoria Marino, and Riccardo Resciniti. "Embracing AI and Big Data in customer journey mapping: from literature review to a theoretical framework." Innovative Marketing 15, no. 4 (2019): 102–15. http://dx.doi.org/10.21511/im.15(4).2019.09.

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Nowadays, Big Data and Artificial Intelligence (AI) play an important role in different functional areas of marketing. Starting from this assumption, the main objective of this theoretical paper is to better understand the relationship between Big Data, AI, and customer journey mapping. For this purpose, the authors revised the extant literature on the impact of Big Data and AI on marketing practices to illustrate how such data analytics tools can increase the marketing performance and reduce the complexity of the pattern of consumer activity. The results of this research offer some interestin

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Паньків, Марія, та Денис Липовий. "МЕТОДИКА КАРТОГРАФУВАННЯ КЛІЄНТСЬКОГО ДОСВІДУ В ІНДУСТРІЇ ГОСТИННОСТІ". Grail of Science, № 27 (23 травня 2023): 58–63. http://dx.doi.org/10.36074/grail-of-science.12.05.2023.005.

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У статті розглядається методика «Customer experience mapping» як маркетинговий інструмент моделювання та аналізу клієнтського досвіду споживачів готельних послуг. Наводяться основні рекомендації щодо складання «Карти подорожі споживача» («Customer Journey Mapping») для підприємств індустрії гостинності та ключові етапи роботи з даною технологією.

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Shafeeq, Ur Rahaman. "Predictive Customer Journeys: Leveraging Data Analytics to Map and Influence Digital Touch points." International Journal of Innovative Research in Engineering & Multidisciplinary Physical Sciences 9, no. 5 (2021): 1–10. https://doi.org/10.5281/zenodo.14352146.

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The Predictive customer journeys map and shape key points in contact throughout the lifecycle of a customer with a brand, using data analytics. These businesses can identify patterns within significant amounts of customer information that reveal what future behaviors will be like and proactively frame marketing strategies based on where and when they are most apt to execute. This not only enhances the personalization of content within the customer experience but also engagement, satisfaction, and loyalty. Predictive analytics tools harness machine learning, artificial intelligence, and big dat

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Hu, Xinyuan. "Individual Case Study & Report: Spotify." International Journal of Global Economics and Management 4, no. 1 (2024): 424–37. http://dx.doi.org/10.62051/ijgem.v4n1.51.

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This article conducts market trend analysis on Spotify's mission statement, company profile, marketing orientation evaluation, and proposes Spotify's suggestions on segmentation, goals, positioning, marketing mix, customer journey mapping analysis, and detailed presentation of customer journey maps. I hope it can be helpful for Spotify's company marketing.

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Aluwala, Aakash. "Leveraging AI to Enhance Customer Journey Mapping and Insights." Journal of Artificial Intelligence, Machine Learning and Data Science 1, no. 1 (2023): 1317–22. http://dx.doi.org/10.51219/jaimld/aakash-aluwala/301.

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Lahadcni, Realita, Syerie Zulkifli, and Teara Noviyani Sekar. "The Development of Customer Journey Mapping in Digital-Based Start-up Businesses." Innovation, Technology, and Entrepreneurship Journal 1, no. 1 (2024): 1–12. http://dx.doi.org/10.31603/itej.10704.

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    This research is motivated by the large number of developments in digital start-ups and large digital-based companies that are starting to understand customers. This research aims to analyze Customer Journey Mapping (CJM) and examine what instruments are involved in digital-based start-up companies to finally develop a process model for CJM in digital-based start-up businesses. This study uses the qualitative case study method on digital-based start-up companies in Magelang and Yogyakarta, Indonesia by conducting in-depth interviews with 5 start-up owners/CEOs. The

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Fallast, Mario, and Stefan Vorbach. "The Entrepreneurial Student's Experience Journey Through Engineering Education." International Journal of Engineering Pedagogy (iJEP) 9, no. 4 (2019): 121. http://dx.doi.org/10.3991/ijep.v9i4.10216.

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The goal of this paper is to present a new perspective on how to design entrepre-neurial education in a wider sense. By applying the method of “customer journey mapping”, which is widely used in the field of marketing, the perspective of the student (“customer”) is put into the centre of attention. It intends to raise aware-ness for a more holistic and customer-centric view of the entrepreneurship-related “customer experience”.  The paper shows the limitations of existing tools and procedures and gives an outlook on possible tools to describe customer experience journey in entrepre-neurs

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Barbosa, Priscila Pasti, Felipe Facco Mendes Ferreira, and Evandro Bezerra Soares. "Design thinking in the customer journey in a sports center." Revista de Gestão e Secretariado (Management and Administrative Professional Review) 14, no. 11 (2023): 19353–66. http://dx.doi.org/10.7769/gesec.v14i11.3121.

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Design thinking and the customer journey play a fundamental role in improving service in sports centers. By adopting user-centered approaches, sports facilities can better understand patrons' needs, wants and experiences. Design thinking allows managers of these centers to identify opportunities for innovation, develop creative solutions to improve facilities and services, and test these ideas in collaboration with users. By mapping the customer journey, from the first interaction to the post-experience, it is possible to identify critical touchpoints and areas for possible improvements. This

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Nyoman, Chitta Mahayanti, and Furinto Asnan. "Developing a New Customer Journey Path: Case Study on a Fixed Broadband ISP Company." International Journal of Current Science Research and Review 05, no. 04 (2022): 1204–10. https://doi.org/10.5281/zenodo.6482571.

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  <strong>ABSTRACT: </strong>The need for internet connectivity use has grown to the point that it can be considered a primary need that cannot be separated from the support of many needs and sectors of life. This momentum has attracted InterHome as one of the providers of fixed broadband Internet Service Providers (ISP) to meet these needs. As a result, the value of the engagement rate, which increased significantly in 2021 compared to the previous year but this thing is inversely proportional to the InterHome brand's sentiment, which fluctuated every month in 2021 and, on average, r

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Micheaux, Andrea, and Birgit Bosio. "Customer Journey Mapping as a New Way to Teach Data-Driven Marketing as a Service." Journal of Marketing Education 41, no. 2 (2018): 127–40. http://dx.doi.org/10.1177/0273475318812551.

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As firms gather increasing amounts of data, the question of how future marketers can use these data to make their marketing more relevant and to make a strategic difference remains. However, students may feel uncomfortable about information systems and database technology, which they may perceive as complex and dry. This case describes how the development of a course on data-driven marketing makes use of service design methods. The experiential learning innovation is based on the optimization of customer journey mapping, which encompasses theoretical marketing concepts, modern database archite

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Lynch, Samantha, and Liz Barnes. "Omnichannel fashion retailing: examining the customer decision-making journey." Journal of Fashion Marketing and Management: An International Journal 24, no. 3 (2020): 471–93. http://dx.doi.org/10.1108/jfmm-09-2019-0192.

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PurposeThe purpose of this paper is to examine the customer decision-making journey of high involvement female fashion consumers in the context of omnichannel fashion retailing.Design/methodology/approachThe research is qualitative in nature, using a multi-method approach consisting of focus groups, semi-structured interviews, online diaries and follow-up interviews, with grounded theory applied to analyse the data.FindingsThe results of the study include a framework to outline the stages of the omnichannel customer decision-making journey for young high involvement female fashion consumers. T

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van der Veen, Gerrita, and Robert van Ossenbruggen. "Mapping Out the Customer's Journey: Customer Search Strategy as a Basis for Channel Management." Journal of Marketing Channels 22, no. 3 (2015): 202–13. http://dx.doi.org/10.1080/1046669x.2015.1071589.

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Ludwiczak, Anna. "Using customer journey mapping to improve public services: A critical analysis of the literature." Management 25, no. 2 (2021): 22–35. http://dx.doi.org/10.2478/manment-2019-0071.

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Abstract Providing clients with public services that will meet their needs and expectations requires not only testing their satisfaction. In order to better improve service processes in the context of customer orientation, customer experiences should be identified and taken into account in the process of continuous improvement. A tool that can be used for this purpose is Customer Journey Mapping (CJM). The purpose of this article is to lay the foundations for a better understanding of customer experience mapping in public services, and to identify and evaluate examples of its use in the public

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Horváth, Viola, and Zsófia Kenesei. "Employee experience journey mapping: a new approach to attracting talent in the tourism sector in the shadows of covid-19." Tourism and hospitality management 29, no. 2 (2023): 207–17. http://dx.doi.org/10.20867/thm.29.2.5.

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Purpose – While customer experience management has become an essential practice for service businesses, employee experience management is a less frequently used tool. This research aims to illustrate how the customer experience mapping approach can be applied as a strategic part of employee experience planning, taking into account tourism-specific HR challenges. Design – Despite the increasing attention given to employee experience in academia, there is a lack of research extending journey mapping to employees and a clear understanding and implementation of the concept in relation to hospitali

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Müller Csernetzky, Petra, Felix Keiderling, Christian Kowalkowski, Marika Østerlund, Shaun West, and Oliver Stoll. "Adjusting customer journey mapping for application in industrial product-service systems." International Journal of Business Environment 11, no. 3 (2020): 275. http://dx.doi.org/10.1504/ijbe.2020.10032987.

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West, Shaun, Oliver Stoll, Marika Østerlund, Petra Müller Csernetzky, Felix Keiderling, and Christian Kowalkowski. "Adjusting customer journey mapping for application in industrial product-service systems." International Journal of Business Environment 11, no. 3 (2020): 275. http://dx.doi.org/10.1504/ijbe.2020.110911.

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Harsono, Iwan, and Mutia Nasution. "Implementation of Customer Journey Mapping in Indonesia’s Tourism Industry to Enhance Tourist Satisfaction." Eastasouth Management and Business 3, no. 03 (2025): 529–36. https://doi.org/10.58812/esmb.v3i03.560.

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This study explores the implementation of Customer Journey Mapping (CJM) within the Indonesian tourism industry and its impact on enhancing tourist satisfaction. Utilizing qualitative analysis with six key informants representing diverse roles in the industry, the research investigates the level of awareness, challenges, and opportunities associated with CJM practices. The findings reveal that while larger organizations employ CJM to streamline customer experiences, smaller operators face significant barriers such as resource limitations and fragmented collaboration. Key factors influencing to

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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 (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 eze

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Rahman, Arif, Lidya Nur Hayya, Euis Ayu Indah P, and Finny Redjeki. "Adopting Omnichannel Strategies for Enhanced Customer Experience in E-Business." RIGGS: Journal of Artificial Intelligence and Digital Business 4, no. 2 (2025): 4432–37. https://doi.org/10.31004/riggs.v4i2.1248.

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The rapid advancement of digital technologies has reshaped consumer behavior and expectations in the realm of e-business. Customers today seek seamless and consistent experiences across various channels—online and offline. Omnichannel strategies have emerged as a comprehensive approach that integrates these channels to provide a unified and personalized customer experience. This paper explores the adoption of omnichannel strategies and their impact on enhancing customer experience in e-business.This study uses a qualitative-descriptive method with literature review and case analysis as its bas

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Anderl, Eva, Ingo Becker, Florian von Wangenheim, and Jan Hendrik Schumann. "Mapping the customer journey: Lessons learned from graph-based online attribution modeling." International Journal of Research in Marketing 33, no. 3 (2016): 457–74. http://dx.doi.org/10.1016/j.ijresmar.2016.03.001.

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Rahmani, Vania Taufik, Nadia Wasta Utami, and Ibnu Darmawan. "Analysis of e-customer relationship management BPJS in maintaining customer loyalty." Jurnal Komunikasi 19, no. 2 (2025): 297–312. https://doi.org/10.20885/komunikasi.vol19.iss2.art7.

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This research aims to investigate the e-CRM strategies employed by BPJS to sustain customer loyalty. A qualitative descriptive method is utilized in this study. Data gathered through interviews and observations conducted at the BPJS. The research framework is informed by Francis Buttle's Customer Relationship Management theory, which has been adapted to the context of electronic technology in CRM implementation. The findings indicate that BPJS's e-CRM strategy can be categorized into three levels: strategic, operational, and analytical. At the strategic level, BPJS implements a high-level cult

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Jantan, Ramlan, Khairol Ezedy Abd. Rahman, Afeez Nawfal Mohd Isa, and Mohd Farizal Bin Puadi. "CO-CREATION VALUE AS A TOOLS TO FACILITATE AND A GUIDELINES TO ENHANCE INNOVATION DESIGN LEARNING THROUGH CLASSROOM TEACHING AND LEARNING." International Journal of Advanced Research 12, no. 10 (2024): 1094–103. http://dx.doi.org/10.21474/ijar01/19731.

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This research conducted to explore and understand more about involvement of co-creation value approach towards innovation learning process. Though, teaching and learning conducted with effective pedagogy, however co-creation value have been introduced to enhance student capacity towards innovation design process. Alternatively, a few known techniques have been introduced to students, which further theyre capability to create innovative template. The techniques mentioned above borrowed from service design method which included User Journey Mapping and User persona. Though, co-creation technique

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Sanders, Tiffany, Samantha Flores, and Melissa Hoelting. "A data-driven approach to elevating airport experiences: Insights from Ontario International Airport’s journey mapping analysis." Journal of Airport Management 19, no. 1 (2024): 33. https://doi.org/10.69554/nney9080.

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At Ontario International Airport (ONT), elevating the customer experience goes beyond increasing operational efficiency. By using a comprehensive, data-driven approach to creating a customer journey map, ONT gains a clear and comprehensive understanding of a passenger’s experience throughout the airport. This paper identifies key problems, areas of success and opportunities for improvement, leading to informed decision making and strategic investments that elevate overall customer satisfaction. Readers will learn the purpose and application of a customer journey map, including how to identify

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Panda, Bijaya Kumar. "Application of business model innovation for new enterprises." Journal of Management Development 39, no. 4 (2019): 517–24. http://dx.doi.org/10.1108/jmd-11-2018-0314.

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Purpose The purpose of this paper is to study the details of new age digital business using a freemium business model. Design/methodology/approach Study of the various prospects of various digital business firms like revenues, customer base, share price, ranks. Uses of freemium business model to hold on to existing customers and attract new customers. Findings Innovative service or product offerings and growth strategy is the base of this business model. So businesses must assess innovation strategy before deciding whether to opt the freemium business model or not. Retaining the existing user

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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 (2019): 388–402. http://dx.doi.org/10.1177/0361198118823196.

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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 tr

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Arnold Mages, Michael, and Stephen Neely. "Mapping Temporal Experience: accounting for felt time in service design." Strategic Design Research Journal 16, no. 1 (2024): 126–40. http://dx.doi.org/10.4013/sdrj.2023.161.10.

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A key aspect of service design practice is the utilization of diverse mapping methods to comprehend and depict service architectures. While a consensus exists regarding the importance of considering temporal experience as an aspect of service designing, the prevalent methods—customer journey maps, service blueprints, and system diagrams—fall short in capturing vital temporal dimensions. Contemporary tools spotlight physical touchpoints rather than address intricate narratives of more spontaneous customer/provider interactions. The task of documenting evolving temporal experiences necessitates

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