Relevant bibliographies by topics / Customer online experience

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'Customer online experience'

Author: Grafiati
Published: 3 June 2025
Last updated: 31 July 2025

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Journal articles on the topic "Customer online experience"

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

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Purpose The purpose of this paper is to develop a customer online behaviour analysis tool, segment high-value customers, analyse their online purchasing behaviour and predict their next purchases from an online air travel corporation. Design/methodology/approach An operations review of the customer online shopping process of an online travel agency (OTA) is conducted. A customer online shopping behaviour analysis tool is developed. The tool integrates competitors’ pricing data mining, customer segmentation and predictive analysis. The impacts of competitors’ price changes on customer purchasin
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Gao, Wei, and Hua Fan. "Omni-Channel Customer Experience (In)Consistency and Service Success: A Study Based on Polynomial Regression Analysis." Journal of Theoretical and Applied Electronic Commerce Research 16, no. 6 (2021): 1997–2013. http://dx.doi.org/10.3390/jtaer16060112.

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Drawing on expectation disconfirmation theory, this study explores the dyadic nature of omni-channel consistency on customer experience. Specifically, we propose a conceptual model that focuses on a brand’s offline channel customer experience relative to that of its online channel, and test the influences of customer experience (in)consistency on customer satisfaction, which then improves repurchase intention and word-of-mouth. The results of polynomial regressions on 265 survey respondents indicate that given omni-channel customer experience inconsistency, customers prefer consistent online a
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Pasaribu, Romindo M., Arlina Nurbaity Lubis, Endang Sulistya Rini, and Beby Karina F. Sembiring. "Examining Generation Z Loyalty in Medan's Fashion Sector Omnichannel." Journal of Ecohumanism 3, no. 6 (2024): 562–70. http://dx.doi.org/10.62754/joe.v3i6.4028.

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Generation Z's mobile behavior is a challenge for retailers in the fashion industry to provide and create experiences and engagement that will ultimately form loyalty. create experiences and engagement that will ultimately form customer loyalty. customers. The purpose of this study is to examine and analyze experience, customer engagement, and hedonic cultural value orientation in increasing the loyalty of generation Z customers in Medan City. This research was conducted on Generation Z in Medan City with a sample size of 440 respondents. Data analysis technique data analysis technique using S
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Jaiswal, Shefali, and Anurag Singh. "Influence of the Determinants of Online Customer Experience on Online Customer Satisfaction." Paradigm 24, no. 1 (2020): 41–55. http://dx.doi.org/10.1177/0971890720914121.

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The role of online retailing is increasing with each passing day for any business and therefore offering value to the customer which in turn also yield benefit to the retailer and differentiate it from the competitors is an important task. By getting an idea of how customer perceive and evaluate the offerings, retailers may be able to influence the customers in that particular direction. This research paper aims in identifying the major factors or attributes that affect the customers, evaluating their overall experience while shopping on the digital platform and also their impact on online cus
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Medenica Mitrović, Dijana, and Milica Raičević. "Concept of Online Customers Experience in Digital Banking." Mednarodno inovativno poslovanje = Journal of Innovative Business and Management 12, no. 2 (2020): 79–86. http://dx.doi.org/10.32015/jibm.2020.12.2.8.79-86.

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Banking operations are increasingly moving from traditional to digital. Special attention of the paper is drawn to the concept of online customer experience. Montenegrin banking sector and customers are not lagging behind the world trends, so the focus of the practical part of research is, through a specially designed questionnaire, online customer experiences, in the opinion of the customers of the bank is ready to provide excellence in the online environment. The aim of this paper is to gain insight into the basic concepts of online customer experiences, which models are used, what are the c
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Mishra, Manit. "Customer Experience: Extracting Topics From Tweets." International Journal of Market Research 64, no. 3 (2021): 334–53. http://dx.doi.org/10.1177/14707853211047515.

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The ubiquity of social media platforms facilitates free flow of online chatter related to customer experience. Twitter is a prominent social media platform for sharing experiences, and e-retail firms are rapidly emerging as the preferred shopping destination. This study explores customers’ online shopping experience tweets. Customers tweet about their online shopping experience based on moments of truth shaped by encounters across different touchpoints. We aggregate 25,173 such tweets related to six e-retailers tweeted over a 5-year period. Grounded on agency theory, we extract the topics unde
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Bilgihan, Anil, Jay Kandampully, and Tingting (Christina) Zhang. "Towards a unified customer experience in online shopping environments." International Journal of Quality and Service Sciences 8, no. 1 (2016): 102–19. http://dx.doi.org/10.1108/ijqss-07-2015-0054.

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Purpose – New developments in e-commerce and m-commerce technologies along with the wide adoption of mobile devices and social media have enabled companies to enhance customers’ shopping experiences and their interaction with brands anytime, anywhere. The purpose of this paper is to develop a theoretical model for a unified online customer experience by drawing from related literature on consumer behavior in the online contexts. Design/methodology/approach – By synthesizing extant consumer behavior and e-commerce literature, this paper seeks further understanding of online customer experience
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Kim, Yae-Ji, and Hak-Seon Kim. "The Impact of Hotel Customer Experience on Customer Satisfaction through Online Reviews." Sustainability 14, no. 2 (2022): 848. http://dx.doi.org/10.3390/su14020848.

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With the growing popularity of the internet, customers can easily share their experiences and information in online reviews. Consumers recognize online reviews as a useful source of information prior to consumption, and many online reviews influence consumer purchasing decisions. Understanding the customer experience in online reviews is thus necessary to maintain customer satisfaction and repurchase intention for the sustainable development of the hotel business. This study assessed the fundamental selection attributes of customers from online reviews reflecting the hotel customer experience,
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Syahnur, Muh Haerdiansyah, Jafar Basalamah, and Ackhriansyah Ahmad Gani. "Customer Experience Factor Analysis Towards Customer Satisfaction Online Shopping." Jurnal Analisis Bisnis Ekonomi 18, no. 2 (2020): 83–94. http://dx.doi.org/10.31603/bisnisekonomi.v18i2.3822.

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Internet based business leads to high intencity of e-commerce usage. One of the strategics that focused on customer service also known by providing WOW Experience can determine satisfaction with service quality. This research was conducted to customers who have made transactions in e-commerce to see how much influence factors of the customer experience towards e-customer satisfaction. The research method was conducted with an explanatory quantitative approach. The results show that the eight dimensions of customer experience that used in this study simultaneously affected 68.7%. The partial te
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Khan, Imran, Zillur Rahman, and Mobin Fatma. "The role of customer brand engagement and brand experience in online banking." International Journal of Bank Marketing 34, no. 7 (2016): 1025–41. http://dx.doi.org/10.1108/ijbm-07-2015-0110.

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Purpose The purpose of this paper is to examine the extent to which the customer-brand engagement influences the brand satisfaction and the brand loyalty in an online banking context. It further explores the role of the online brand experience as a mediating variable amidst the relationship of customer-brand engagement with brand satisfaction and brand loyalty. Design/methodology/approach This study has used 348 responses been collected through an online survey which was conducted among various online bank customers in Delhi, the national capital of India. The responses were analyzed by the me
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Dissertations / Theses on the topic "Customer online experience"

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Mäkinen, H. (Heidi). "Customer experience in online environments." Master's thesis, University of Oulu, 2018. http://urn.fi/URN:NBN:fi:oulu-201806062491.

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Thus far the existing literature regarding customer experience has not examined the concept considering the influence of different online environments. However, this research gap has been addressed from all quarters. Given the ongoing shift from online environments enabled by stationary desktop devices to mobile online environments, it is important to gain understanding about the dynamics between the customer experience and these aforementioned online environments, that are selected under examination in this study. The aim of the study is to strengthen understanding of customer experience i
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Palm, Sofia, and Rasmus Lundborg. "The Customer Experience in Online Product Communities." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-16064.

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Syfte: Syftet med denna studie är att undersöka hur kundens upplevelse formas i kontexten online product community, utifrån ett multidimensionellt perspektiv på kundupplevelsen.   Metod: Med bakgrund mot studiens syfte var det passande att använda en kvalitativ metod. Detta fenomen studerades genom en flerfallsstudie som den övergripande undersökningsdesignen.  Semi-strukturerade intervjuer har genomförts med respondenter från tre olika online product communities. Materialet har sedan analyserat genom en abduktiv analysmetod som är inspirerad av grounded theory.   Resultat & slutsats: Stud
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Kong, Xiangyu. "Exploring online customer experience : website features, customer activities and repurchase intentions." Thesis, University of Warwick, 2011. http://wrap.warwick.ac.uk/46789/.

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The purpose of this research is to provide a better understanding of customer experience as to how it could be used to contribute to experience-based design in the context of online retail services. The review of literature suggested that a good customer experience may bring various benefits to service organisations. However, many of the existing studies appear to be focused on traditional face-to-face services rather than e-services. Moreover, although it is proposed that services should be designed based on the customer experience, little literature was available to suggest how it could be d
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Izogo, Ernest Emeka. "Online customer experience in an emerging e-retail market." Thesis, University of Hull, 2017. http://hydra.hull.ac.uk/resources/hull:16476.

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Although customer experience has attracted significant attention in marketing theorizing for over three decades, research has barely progressed beyond the traditional conceptualizations of the concept. Specifically, research on multichannel retailing experience is scarce and fragmented despite previous calls to investigate how customer experience can be optimized at different channels. Additionally, although eWOM is fast supplanting traditional WOM as a determinant of consumer behavior whilst Internet platforms have been declared the future fronts for successful customer relationship managemen
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Pettersson, John. "Unifying the offline and online customer experience : An exploratory study of omni channel customer experience in furniture retail industry in Sweden." Thesis, KTH, Skolan för datavetenskap och kommunikation (CSC), 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-171040.

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This study attempts to identify possibilities for creating a unified offline and online customer experience across communication channels in a retail company. With the current technological development and the trend of customers shifting more to the online channel, the customers also expect more from this communication channel. Within the online channel a development into an omni- channel (unified experience across channels) approach is leading to new possibilities, and keeping up with the development will support companies to keep their competitive advantage. The study reviews a case (Mio) wi
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Brakhage, Harold H. "Customer experience in online higher education| A study of adult online college honor students." Thesis, Baker College (Michigan), 2015. http://pqdtopen.proquest.com/#viewpdf?dispub=3738530.

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<p> The researcher explored the lived experience of adult online college honor students (AOCHS) with the goal of describing critical factors that support academic success. The study addressed a gap in the literature concerning how the technology and virtual context of adult online college education are perceived, interpreted, and employed by the most successful students in undergraduate online college degree programs. Participants described how they perceived their online learning experience, what meaning they attribute to this experience, and what strategies they employ to achieve academic su
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Schmitz, Thorsten, Ai Xu, and Zhibing Mo. "Engaging Customers : How e-commerce companies can use customer involvement to create a superior online shopping experience." Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-13022.

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Topic: Co-creation of experience Research gap: The number of papers focusing on customer involvement and customer experience has increased significantly in recent years. However, there is a lack of studies on how companies can use customer involvement for creating a better customer experience jointly with customers, which Prahalad &amp; Ramaswamy (2000, 2003, 2004) refer to as the co-creation of experience. Purpose: By this paper we want to develop an understanding of how e-commerce companies can use customer involvement to create a superior online shopping experience. Theoretical basis of our
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Qu, Mengran, and Luqi Xu. "Have you ever had a terrible online shopping experience?" Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-98331.

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Background: Nowadays, the development of the internet makes online shopping more popularized . The appearance of online shopping brings considerable benefits to customers, however, there are still risks in the area. To maintain good relationship management between customers and companies, it is necessary to understand the online customer experience and its relevant important factors . Purpose: The purpose of this study is to explain the impact of three factors (low-quality delivery, low-quality online customer service, and low-quality website design) on online customer experience. Methodology:
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Hammers, Karin, Almina Herrlin, and Adam Johansson. "Customer experience through packaging in an online context : Creating value to neo-luxury customers in Generation Y." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-96059.

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The development of technology has contributed to a fast-growing market for e- commerce. Through e-commerce, the physical interaction has decreased, and new interaction tools have been implemented to gain competitive advantage. Packaging is one way to communicate with customers and often the first physical contact with brands when purchasing online. Packaging can create value and enhance the customer experience. The purpose of this research, from a business perspective, is to investigate how designed packaging from an online neo-luxury brand affects customers within Generation Y (1980-1994) whe
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Abu, Snieneh Wafa' A. J. "An integrated model for the measurement of online customer experience. An empirical international study." Thesis, University of Bradford, 2009. http://hdl.handle.net/10454/4245.

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With the emergence of the internet as a new business channel and its impact on the overall role of today¿s customers, existing models for the measurement of perceived quality, satisfaction and loyalty are worth revisiting. This is specifically important in light of the prominent progress of some of the new business concepts, particularly customer experience management, and the rising emphasis on customers¿ hedonic and emotional needs. This study attempts to bridge the gap in existing literature by examining the online customer experience in its entirety, attending within the study to both
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Books on the topic "Customer online experience"

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Frohne, Greta. Erfolgsfaktoren von Online Customer Experience. Springer Fachmedien Wiesbaden, 2020. http://dx.doi.org/10.1007/978-3-658-28487-9.

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Waghmare, Charles. Augmenting Customer Experience with SharePoint Online. Apress, 2020. http://dx.doi.org/10.1007/978-1-4842-5534-6.

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Group, Spectrem. The online experience of plan participants and plan sponors. Spectrem Group, 2006.

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Anninou, Ioanna, and Georgia Stavraki. Digital Marketing Analysis: Using Web Analytics and Online Reviews to Track Customer Experience at a New Gym. Edited by Brian A. Vander Schee. SAGE Publications, Inc., 2024. http://dx.doi.org/10.4135/9781071960707.

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Grauer, Robert T. The Pearson custom program for CIS: Exploring getting started with the online experience. Pearson Learning Solutions, 2012.

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Social Customer Experience Engage And Retain Customers Through Social Media. John Wiley & Sons Inc, 2014.

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Randall, Greg. Improve Customer Experiences to Drive Online and in-Store Sales: The 10 Principles to Achieve Customer Experience Success. Independently Published, 2017.

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Kreutzer, Ralf T. Kundendialog - Online und Offline: Kommunikation der Zentrale Treiber der Customer-Experience. Springer Fachmedien Wiesbaden GmbH, 2020.

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Waghmare, Charles. Augmenting Customer Experience with SharePoint Online: Building Portals and Practices to Improve Usability. Apress L. P., 2019.

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Frohne, Greta. Erfolgsfaktoren von Online Customer Experience: Die Gestaltung von internetbasierten Kundenerlebnissen in der Konsumgüterbranche. Springer Gabler, 2019.

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Book chapters on the topic "Customer online experience"

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Mink, Moritz, and Dominik Georgi. "Konzeptualisierung und Messung der Online Customer-to-Customer Experience." In Customer Experience. Gabler Verlag, 2012. http://dx.doi.org/10.1007/978-3-8349-4001-8_8.

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Demmelmair, Marcus F., Fabian Most, and Silke Bartsch. "Customer Experience bei Online Portalen – Erkenntnisse und Beispiele aus der Energieversorgerbranche." In Customer Experience. Gabler Verlag, 2012. http://dx.doi.org/10.1007/978-3-8349-4001-8_21.

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Groissberger, Thomas, and René Riedl. "Interaktive Informationsmanagement-Tools in Online Shops: Studienergebnisse und Gestaltungsempfehlungen." In Digital Customer Experience. Springer Fachmedien Wiesbaden, 2018. http://dx.doi.org/10.1007/978-3-658-22542-1_7.

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Waghmare, Charles. "Explore Digital Customer Experience." In Augmenting Customer Experience with SharePoint Online. Apress, 2019. http://dx.doi.org/10.1007/978-1-4842-5534-6_3.

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Frohne, Greta. "Einleitung." In Erfolgsfaktoren von Online Customer Experience. Springer Fachmedien Wiesbaden, 2019. http://dx.doi.org/10.1007/978-3-658-28487-9_1.

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Frohne, Greta. "Theoretische Fundierung." In Erfolgsfaktoren von Online Customer Experience. Springer Fachmedien Wiesbaden, 2019. http://dx.doi.org/10.1007/978-3-658-28487-9_2.

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Frohne, Greta. "Methodik – Empirische Herangehensweise." In Erfolgsfaktoren von Online Customer Experience. Springer Fachmedien Wiesbaden, 2019. http://dx.doi.org/10.1007/978-3-658-28487-9_3.

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Frohne, Greta. "Ergebnispräsentation." In Erfolgsfaktoren von Online Customer Experience. Springer Fachmedien Wiesbaden, 2019. http://dx.doi.org/10.1007/978-3-658-28487-9_4.

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Frohne, Greta. "Abschlussbetrachtung." In Erfolgsfaktoren von Online Customer Experience. Springer Fachmedien Wiesbaden, 2019. http://dx.doi.org/10.1007/978-3-658-28487-9_5.

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Waghmare, Charles. "Introducing SharePoint Online Features." In Augmenting Customer Experience with SharePoint Online. Apress, 2019. http://dx.doi.org/10.1007/978-1-4842-5534-6_1.

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Conference papers on the topic "Customer online experience"

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Ranjan, Arti, Arvind Kumar, and Satyajee Srivastava. "Optimizing Customer Experience in Online Shopping: A Hyperparameter Tuning Approach." In 2024 International Conference on Electrical Electronics and Computing Technologies (ICEECT). IEEE, 2024. http://dx.doi.org/10.1109/iceect61758.2024.10739048.

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Wu, Sichen, Ren Yan, and Yue Dai. "Research on Customer Rating Prediction Model Based on Online Business Experience Data." In 2025 International Conference on Digital Analysis and Processing, Intelligent Computation (DAPIC). IEEE, 2025. https://doi.org/10.1109/dapic66097.2025.00152.

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Eugene, Eisya, and Dicky Hida Syahchari. "Analyzing the Impact of Digital Marketing, Website Design, e-CRM, and Customer Experience on Online Customer Buying Behavior." In 2024 IEEE Technology & Engineering Management Conference - Asia Pacific (TEMSCON-ASPAC). IEEE, 2024. https://doi.org/10.1109/temscon-aspac62480.2024.11024987.

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Sun, Minghao, and Yan Zhang. "Exploring Service Attributes of Hotel Robots from the Perspective of Customer Experience: An Emotional Analysis Based on Customer Online Reviews." In 2024 3rd International Conference on Service Robotics (ICoSR). IEEE, 2024. https://doi.org/10.1109/icosr63848.2024.00052.

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Maier, Alina, Mirabela Ioana Lupu, Cristina Maria Canja, Cristina Padureanu, Vasile Padureanu, and Alex Stefan Olaru. "MANAGE THE CREATION AND PRESENTATION OF BEVERAGE MENUS IN FOODSERVICE OPERATIONS." In 11th SWS International Scientific Conferences on SOCIAL SCIENCES - ISCSS 2024. SGEM WORLD SCIENCE, 2024. https://doi.org/10.35603/sws.iscss.2024/s04/31.

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Creating a beverage menu requires a meticulous approach based on a solid understanding of customer preferences, current industry trends and the operational capabilities of the foodservice establishment. Menu presentation should be clear, concise and attractive to facilitate quick understanding of available options and to promote sales. One of the key points emphasized is that beverage menus are not just product listings, but true communication and marketing tools. They must reflect the identity and concept of the establishment, respond to the needs and preferences of customers, but also inspir
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Lam, Hoi Yan, and Lap Wong. "Metaverse-enabled Responsive Data Analytics Model for Enhancing Customers’ Online Experience in Luxury Retail." In 2024 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM). IEEE, 2024. https://doi.org/10.1109/ieem62345.2024.10857056.

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Holkkola, Matilda, Tiina Paananen, Lauri Frank, Tiina Kemppainen, and Markus Makkonen. "How Do QR Codes Enhance Customer Experience? Omnichannel Customer Experiences in a Brick-and-Mortar Fashion Store." In 36th Bled eConference – Digital Economy and Society: The Balancing Act for Digital Innovation in Times of Instability. University of Maribor Press, 2023. http://dx.doi.org/10.18690/um.fov.6.2023.20.

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In this qualitative study, we investigate how customers perceive QR codes enhancing their customer experience (CX) in the brick-and-mortar (B&amp;M) store environment. Introducing QR codes to B&amp;M stores is a part of the larger phenomenon of retailers creating omnichannel CXs by utilizing digital and cyber-physical elements in B&amp;M stores. To collect data from real customers’ CXs, we displayed QR codes in a Finnish fashion brand’s B&amp;M store and interviewed customers who had authentically visited the store. The QR codes displayed in the store were linked to a product information page
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Kemppainen, Tiina, Markus Makkonen, and Lauri Frank. "Exploring Online Customer Experience Formation:How do Customers Explain Negative Emotions during Online Shopping Encounters?" In 32nd Bled eConference Humanizing Technology for a Sustainable Society, Bled, Slovenia, Conference Proceedings. University of Maribor Press, 2019. http://dx.doi.org/10.18690/978-961-286-280-0.35.

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Marković, Suzana, Jelena Dorčić, Dora Rašan, Bruna Bucić, and Marko Blažić. "CONTENT ANALYSIS OF MICHELIN RESTAURANTS ONLINE REVIEWS IN CROATIA." In 5th International Scientific Conference – EMAN 2021 – Economics and Management: How to Cope With Disrupted Times. Association of Economists and Managers of the Balkans, Belgrade, Serbia, 2021. http://dx.doi.org/10.31410/eman.2021.381.

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The Michelin Guide is considered by many to be the hallmark of global fine dining and quality cuisine. For five years now, renowned and selected Croatian restaurants have been included in the worldwide Michelin Guide. In the latest edition of Michelin Guide, seventy Croatian restaurants were included. Nowadays, to find the ideal restaurant, diners are increasingly using TripAdvisor and reviews on social media. Online reviews are a great source for capturing unique customer experiences. The purpose of this study is to gain insight into the components of restaurant guest experiences. The most re
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Canós Darós, Lourdes, Mais Hamdan, and Ester Guijarro. "Factors that influence the people to provide an online review." In INNODOCT 2022. Editorial Universitat Politècnica de València, 2023. http://dx.doi.org/10.4995/inn2022.2022.15714.

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Understanding the market in which companies operate is important for all business activities. Social media facilitate the customers to comment, create and share their opinions across online networks and exchange information, in addition to the ease of direct access to the companies, marketers, and brands. In marketing, social media plays an important role in achieving the company’s business goals and reputation besides it’s an integral part of our daily life. Social media make it easier for companies and businesses to contact their customers and know more about customers’ needs. Therefore, soc
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Reports on the topic "Customer online experience"

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OShaughnessy, Eric J., Robert M. Margolis, Benjamin Leibowicz, and Kunal Punjabi. Effects of Platform Design on the Customer Experience in an Online Solar PV Marketplace. Office of Scientific and Technical Information (OSTI), 2018. http://dx.doi.org/10.2172/1437223.

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