Relevant bibliographies by topics / Digital customer relationships

Contents

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

Academic literature on the topic 'Digital customer relationships'

Author: Grafiati
Published: 24 June 2021
Last updated: 29 July 2025

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Journal articles on the topic "Digital customer relationships"

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Mandal, Pratap Chandra. "Shifts in Customer Relationship." International Journal of Applied Management Theory and Research 4, no. 1 (2022): 1–19. http://dx.doi.org/10.4018/ijamtr.2022010102.

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Companies require building and maintaining customer relationships to achieve excellence in the digital age. Companies should be selective and should develop relationships with loyal and profitable customers and discourage unprofitable customers to continue doing business with them. Companies require developing interactive customer relationships which are mutually beneficial and understanding the growing importance of consumer-generated marketing in the digital age and online marketing domains in forming relationships. They should respect public policies like consumer security and privacy, have
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Mandal, Pratap Chandra. "Engaging Customers and Managing Customer Relationships." Journal of Business Ecosystems 4, no. 1 (2023): 1–14. http://dx.doi.org/10.4018/jbe.322405.

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Marketing is about engaging customers and managing profitable customer relationships. Marketers aim to create value for customers in order to capture value from customers in return. The objective of the study is to discuss customer value, customer engagement, building customer relationships, and the various strategies and initiatives adopted by companies. Customer relationship levels and roles of digital and social media in customer engagement are discussed. Customers themselves generate substantial content nowadays. Again, companies should develop relationships not only with customers but als
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Day, George S., and Katrina J. Hubbard. "Customer Relationships go Digital." Business Strategy Review 14, no. 1 (2003): 17–26. http://dx.doi.org/10.1111/1467-8616.00240.

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Nanta, Teuku Muda, Noermijati Noermijati, Fatchur Rohman, and Ananda Sabil Hussein. "The Effect of Digital Touchpoint Usage Experience on Customer Loyalty Mediated by Digital Engagement and Customer Satisfaction." Businesses 5, no. 1 (2025): 3. https://doi.org/10.3390/businesses5010003.

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This study aims to determine the influence of digital touchpoint usage experience, specifically through the myIndiHome application, on customer loyalty, with digital engagement and customer satisfaction as mediating variables. The study used a quantitative method to survey 385 active IndiHome broadband customers in Indonesia. Structural Equation Modelling–Partial Least Square (SEM-PLS) was used to analyze the data. The findings revealed that digital touchpoint usage positively and significantly affected digital engagement, customer satisfaction, and customer loyalty. Additionally, digital enga
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Ezatullah, Saddiqi. "The Effect of Digital Marketing on Customer Relationships in the Capital of Afghanistan (Kabul)." International Journal of Innovative Science and Research Technology 7, no. 5 (2022): 1414–37. https://doi.org/10.5281/zenodo.6735229.

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The Effects of Digital Marketing on Customer Relationships Marketers are discovering about using digital channels including the Internet, email, mobile phones, and digital television to cut costs, reach larger and new consumers, customize, interact, and connect with customers better.The ability to leverage digital platforms to develop long-term client relationships and loyalty has recently gotten a lot of attention. We present a model in this article that demonstrates how brand communication, service, customization, and interaction may assist marketers in improving customer relationships. Digi
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K. Baranidharan and T. Suganya. "Satisfaction of Customers with Digital Marketing Services." December 2023 2, no. 2 (2023): 382–97. http://dx.doi.org/10.36548/rrrj.2023.2.009.

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Customer satisfaction management is a frequently used approach for managing a company's relationships with customers, clients, and sales prospects. It entails utilizing technology to organize, automate, and synchronize company operations, primarily those related to sales, but also those related to marketing, customer care, and technical support. The overarching aims are to locate, attract, and keep new clients while nurturing and retaining those the organization already has; convince former clients to return; and minimize marketing and client service expenditures. Customer satisfaction refers
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Naim, Ifin, Wa Ode Nursaadha Rajuddin, and Ahmad Ansyori. "Customer Relationship Management In The Digital Era To Enhance Customer Experience Through Technology." Transforma Jurnal Manajemen 2, no. 2 (2024): 77–85. http://dx.doi.org/10.56457/tjm.v2i2.131.

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In the digital era, customer relationship management (CRM) has undergone a significant transformation with the advent of advanced technology that facilitates more effective interactions between companies and customers. Digital CRM allows companies to collect, analyze and utilize customer data in real-time, thereby offering a more personalized and relevant experience. Technologies such as artificial intelligence, big data and predictive analytics have played an important role in optimizing CRM strategies. Through the use of chatbots, automated personalization, and data analysis, companies can i
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Berman, Saul J., Peter J. Korsten, and Anthony Marshall. "A four-step blueprint for digital reinvention." Strategy & Leadership 44, no. 4 (2016): 18–25. http://dx.doi.org/10.1108/sl-06-2016-0042.

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Purpose Digital reinvention helps organizations create unique, compelling experiences for their customers, partners, employees and other stakeholders. Design/methodology/approach Digital reinvention combines the capabilities of multiple technologies, including cloud, cognitive, mobile and the Internet of Things (IoT) to rethink customer and partner relationships from a perspective of fundamental customer need, use or aspiration. Findings The most successful digitally reinvented businesses establish a platform of engagement for their customers, with the business acting as enabler, conduit and p
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Susanto, Stefanus Andrew, Michael Valensius Manek, Rheo Alfonso Setiawan, and Faranita Mustikasari. "Customer Experience in Digital Banking: The Influence of Convenience, Security, and Usefulness on Customer Satisfaction and Customer Loyalty in Indonesia." Devotion : Journal of Research and Community Service 4, no. 8 (2023): 1671–85. http://dx.doi.org/10.59188/devotion.v4i8.544.

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The emergence of digital banks in Indonesia, such as Blu by BCA, Bank Jago, Allo Bank, and Bank Neo Commerce has been driven by the positive response from the public and the increasing demand for digital banking services, especially in the Covid-19 pandemic. With the growth of digital banking in Indonesia, it is important to understand the factors that shape customer satisfaction and loyalty. This study aims to examine the influence of customer experience on satisfaction and loyalty in the digital banking industry, with focus in Indonesia (Makassar). Seven hypotheses are proposed to examine th
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Mbama, Cajetan I., and Patrick O. Ezepue. "Digital banking, customer experience and bank financial performance." International Journal of Bank Marketing 36, no. 2 (2018): 230–55. http://dx.doi.org/10.1108/ijbm-11-2016-0181.

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Purpose The purpose of this paper is to examine customers’ perceptions of digital banking (DB), customer experience, satisfaction, loyalty and financial performance (FP) in UK banks. Design/methodology/approach The research consists of a survey of UK bank customers’ perceptions of the above themes; use of banks’ financial reports to obtain FP ratios; multivariate factor analysis; structural equation modelling; and analysis of variance tests to explore research hypotheses on the relationships among the study factors. Findings The main factors which determine customer experience in DB are servic
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Dissertations / Theses on the topic "Digital customer relationships"

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Nilsson, Christine, and Leman Ali. "Blockchain as a Resource in Digital Marketing." Thesis, Malmö universitet, Fakulteten för teknik och samhälle (TS), 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:mau:diva-20903.

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Denna studie syftar till att undersöka hur blockchain, den distribuerade ledger-tekniken, kan påverka arbetssättet för digital marknadsföring. Vårt mål är att besvara hur arbetet i digital marknadsföring ser ut idag och vilka egenskaper blockchain har som kan ändra förutsättningarna för arbetssättet inom digital marknadsföring. Genom intervjuer med tio digitala byråer har vi skapat förståelse för deras arbete och deras roll i relation till kunder och konsumenter. Resultatet från intervjuer och litteratur har visat på att de digitala byråernas arbetssätt kan förändras med blockchain genom förän
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Ekelund, Michaela. "Dagens färgstärka apotek - En kvalitativ studie om hur Apoteket AB arbetar med visuell och digital kommunikation." Thesis, Malmö högskola, Fakulteten för teknik och samhälle (TS), 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:mau:diva-20701.

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År 2009 upphörde apoteksmonpolet i Sverige och Apoteket AB blev därmed mer konkurrensutsatt än någonsin. Det resulterade även i att deras behov av att särskilja sig från de nystartade kedjorna och butikerna ökade rejält och därför fick företagets varumärke, kommunikationsstrategier och val av kommunikationskanaler mycket stor betydelse. Syftet med denna studie har varit att undersöka hur Apoteket AB arbetar med visuell och digital kommunikation i butik och på webben för att stärka kundens uppfattning om företaget och varumärket. Studien ämnar även att undersöka hur Apote
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Finnhult, Emma, and Emelie Fernholm. "Storbankernas digitala kundrelationer : - en kvalitativ studie om digitaliseringens påverkan på kundrelationer inom banksektorn." Thesis, Högskolan i Halmstad, Akademin för företagande, innovation och hållbarhet, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-44683.

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Title: The major banks digital customer relationships - a qualitative study of the impact of  digitalization on customer relationships in the banking sector.  Author: Emelie Fernholm and Emma Finnhult.  Keywords: Swedish banks, digitalization in the banking sector, digital customer relationships.  Aim: The aim of this study is to describe how banking clerks experience the impact of digitalization on customer relationships. Furthermore, the study aims to investigate whether the older generation has been affected harder by increased digitalization in the banking sector comparison with the younge
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Lange, Sara, and Charlotta Hägerström. "Involvera mera!" Thesis, Högskolan i Borås, Institutionen Textilhögskolan, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-16830.

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På dagens hårt konkurrensutsatt marknad är inte bara priset en viktig konkurrenskraft, även relationen mellan kund och leverantör kan spela en avgörande roll för om det blir en affär eller inte. Möjligheten att låta kunden vara delaktig i produktutvecklingsprocessen är även ett sätt att stärka kundrelationerna. Uppsatsens syfte har därför varit att undersöka kundrelationerna både från leverantörens och kundens perspektiv. Avsikten med uppsatsen var även att undersöka hur kundrelationer och kundinvolverad produktutveckling kan användas för att skapa konkurrensfördelar inom Business-to-Business.
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Brandt, Juliana. "Förändringsarbete av informationsflöden i en interorganisatorisk samverkan." Thesis, Linköpings universitet, Projekt, innovationer och entreprenörskap, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-158712.

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In recent years, the train's punctuality, Sweden's ranking in the European Railway Performance Index and the train industry's customer satisfaction have decreased. The largest and most influential players in the train industry are Trafikverket and SJ AB, which are two state-owned organizations. The low customer satisfaction in the train industry is based on SJ AB’s failure to deliver the latest traffic information in case of delay. Since Trafikverket manages the majority of the railway network and SJ AB is Sweden's largest train operator, there is a high degree of mutual dependence between the
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Teker, Sinem, and Nicole Demir. "Kundrelationer inom banksektorn : En studie om hur banker arbetar med att upprätthålla goda kundrelationer med hänsyn till den teknologiska utvecklingen." Thesis, Södertörns högskola, Institutionen för samhällsvetenskaper, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-30540.

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The banking sector has undergone major changes as a result of the technological development. The emergence of digital services in the banking sector has led to that the customers are able to manage their errands on their own. As a natural consequence, the physical contact between the bank and customer has reduced. The purpose of the study is to improve the understanding of what aspects that are important for banks to work with in order to maintain good customer relationship considering the technological developments. A qualitative method was used in the study through personal interviews with o
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Atapattu, Maura R. "Customer agility, smart shopping apps and their implications: Customer relationship management systems in the digital age." Thesis, Queensland University of Technology, 2015. https://eprints.qut.edu.au/84866/1/Maura_Atapattu_Thesis.pdf.

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This thesis examines the complementarities and vulnerabilities of customer connectivity that contemporary firms achieved through ubiquitous digital technologies. Taking the example of deployment of smart shopping apps to connect with consumers in the context of Australian retail, the study examines how such customer connectivity positively influences firm performances through firm's customer agility whilst creating implications for firms' digital business strategy through altered customer cognitions. Employing Oliver's (1977) Expectation Confirmation Theory, this study empirically tests a conc
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Dimitrova, Polina, and Isa Sin. "Digital Marketing in Start-Ups : The role of digital marketing in acquiring and maintaining business relationships." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-76330.

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This study aims to explore the usage of the digital marketing to acquire and maintain business relationships, or more specifically, digital marketing in B2B start-ups within the Swedish market. Digital marketing is essential for businesses nowadays and has become a significant factor for business companies for improving and implementing their marketing strategies. Furthermore, business relationships have always taken an essential role among companies especially today due to the heightened level of digitalization. This case study attempts to answer two main research questions which this paper i
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Saqib, Muhammad. "Social media marketing : Acquiring customer loyalty and relationship management using social media as a marketing channel." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Informatik, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-31811.

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Abstract Social media is a marketing phenomenon that is growing very fast. Social media helps creating value for customers in broadcasting the advertising among social networks. Blog posts, videos, pictures, reviews and ratings all have a significant impact on marketing. The purpose of the thesis is to investigate how companies can achieve customer loyalty and customer relationship management using social media marketing and if companies can target new customers by social media. An inductive research approach was used in the study. Semi-structured interviews were performed with interviewees fr
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Portes, Audrey. "La transparence numérique : rôle du client et conséquences sur la relation à la marque." Thesis, Montpellier, 2018. http://www.theses.fr/2018MONTD002/document.

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La révolution numérique se fait dans un climat de défiance latente des clients et des citoyens envers les pratiques digitales (collecte et exploitation de données, etc.). Nombre de responsables appellent de leurs vœux à davantage de transparence afin de sortir de la crise de confiance actuelle. Mais ce principe de transparence serait-il suffisant pour restaurer la confiance dans l’environnement digital ? La question de la transparence se pose aujourd’hui de manière prégnante en raison des risques de dérive et de manipulation des clients, mais elle se pose aussi de manière différente, tant les
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Books on the topic "Digital customer relationships"

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Board, Conference, ed. Branding on site: Customer relationships in the digital marketplace. Conference Board, 2001.

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Belleghem, Steven Van. When Digital Becomes Human: The Transformation of Customer Relationships. Kogan Page, Limited, 2015.

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Belleghem, Steven Van. When Digital Becomes Human: The Transformation of Customer Relationships. Kogan Page, 2016.

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When digital becomes human: The transformation of customer relationships. 2015.

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Customer relationship management strategies in the digital era. Business Science Reference, An Imprint of IGI Global, 2015.

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Joao Heitor De Avila Santos. Customer Relationship Management: Strategic Approaches in Digital Era. Arcler Education Inc, 2018.

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Joao Heitor De Avila Santos. Customer Relationship Management: Strategic Approaches in Digital Era. Arcler Education Inc, 2019.

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Palmatier, Robert W., and Lena Steinhoff. Relationship Marketing in the Digital Age. Taylor & Francis Group, 2019.

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Bardicchia, Marco. Digital CRM : Strategies and Emerging Trends: Building Customer Relationship in the Digital Era. Independently Published, 2020.

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Palmatier, Robert W., and Lena Steinhoff. Relationship Marketing in the Digital Age. Taylor & Francis Group, 2019.

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Book chapters on the topic "Digital customer relationships"

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Shainesh, G., Jagdish N. Sheth, and Varsha Jain. "Building Customer Relationships." In Customer Relationship Management in the Digital Age. Routledge, 2025. https://doi.org/10.4324/9781003518174-4.

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Chattell, Alf. "Shaping Markets and Customer Relationships." In Creating Value in the Digital Era. Palgrave Macmillan UK, 1998. http://dx.doi.org/10.1007/978-1-349-14711-3_5.

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Julienne, Eric, Maud Damperat, and Romain Franck. "Customer Relationships and Digital Technologies: What Place and Role for Sales Representatives?" In Augmented Customer Strategy. John Wiley & Sons, Inc., 2019. http://dx.doi.org/10.1002/9781119618324.ch9.

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Cherkasova, E. V., and M. R. Zainullina. "Digital Assistants in Managing Customer Relationships in Modern Companies." In Engineering Economics: Decisions and Solutions from Eurasian Perspective. Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-030-53277-2_64.

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Moorthy, Janakiraman, and Atul Parvatiyar. "Co-creating Aftermarket Value in the Digital Era: Managing Transformative Customer Relationships through Stakeholder Engagement." In Customer Centric Support Services in the Digital Age. Springer International Publishing, 2023. http://dx.doi.org/10.1007/978-3-031-37097-7_8.

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Dąbrowska, Anna, Irena Ozimek, and Iryna Hrabynska. "Trust in the digital age as the basis for building customer relationships." In Trust in Social and Business Relations. Routledge, 2024. http://dx.doi.org/10.4324/9781032633749-13.

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Slama, Dirk. "Co-Creation and Sourcing Intro." In The Digital Playbook. Springer International Publishing, 2023. http://dx.doi.org/10.1007/978-3-030-88221-1_14.

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AbstractAIoT-enabling a product or solution usually requires quite a number of different technical components, infrastructures and resources. Very few companies will be able to source all of this completely internally, so naturally sourcing plays an important role in most AIoT initiatives. Furthermore, there is often an opportunity to partner with other companies, e.g., because of complementary market access, brands, or product components and capabilities. Going from traditional customer/supplier relationships towards a partnership can have many benefits but obviously many risks as well. In ma
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AlSalman, Dhuha, and Rania Nafea. "Examining the Relationships Among Service Quality Dimensions, Customer Loyalty, and Customer Satisfaction Towards Third-P arty Online Food Delivery Apps in Kuwait." In Sustainable Innovations in Management in the Digital Transformation Era. Routledge, 2024. http://dx.doi.org/10.4324/9781003450238-11.

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"Customer Experience and Relationships." In Digital Disciplines. John Wiley & Sons, Inc, 2015. http://dx.doi.org/10.1002/9781119039730.ch11.

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Merisavo, Marko. "The Effects of Digital Marketing on Customer Relationships." In Electronic Business. IGI Global, 2009. http://dx.doi.org/10.4018/978-1-60566-056-1.ch088.

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Viewing the use of digital channels in marketing from a customer relationship perspective offers several benefits to a marketer. Brand communication can be frequent and personalized, and different options for a dialogue exist. The benefits of dialogue include learning from and about customers, revealing their needs and interests, and being able to provide them with better and more personal service. From a customer perspective, the Internet has given power to get up-to-date information, to compare products and services more easily, and to get in touch with marketers. In a digital environment, c
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Conference papers on the topic "Digital customer relationships"

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Jankova, Liga, and Andrejs Lazdins. "CUSTOMER RELATIONSHIP MANAGEMENT IN LATVIA." In 24th SGEM International Multidisciplinary Scientific GeoConference 2024. STEF92 Technology, 2024. https://doi.org/10.5593/sgem2024/5.1/s21.58.

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Understanding the nature and role of customer relationship management (hereinafter CRM) is an important prerequisite for business success. A customer requires the company to adhere to certain quality standards as well as affects the performance and management of the company. Customer relationships could be managed and developed to attract new customers and increase business profitability and customer loyalty. The customer is the most valuable asset of a company that helps to achieve goals set by the company. In Latvia, the need to view customer relationships as important in business management
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Eisenhauer, Nicci. "Industrial Marketing & Sales in a Digital Age." In SSPC 2012 Greencoat. SSPC, 2012. https://doi.org/10.5006/s2012-00012.

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Abstract The participation of sales, technical and marketing personnel in the development and implementation of an internet-based communications strategy that represents the company’s expertise in the format of education and information-sharing via various web-based tools will yield brand awareness, brand credibility and brand loyalty, while potentially shortening sales cycles. Using a balanced mix of traditional marketing tactics employed more effectively to drive traffic to informational venues such as blogs, forums and the corporate website for information in the spirit of furthering the in
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Kharisma, Fresha, Ika Diyah Candra Arifah, Achmad Kautsar, and Renny Sari Dewi. "Digital Marketing, Brand Awareness and Customer Relationship Management on Repurchase Intention in E-Commerce Marketplace." In 2024 9th International Conference on Business and Industrial Research (ICBIR). IEEE, 2024. https://doi.org/10.1109/icbir61386.2024.10875931.

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Usman, Mohammed, S. Gangadharan, Muralidhar L B, M. K. Murugesh, Isac Gunday, and Mohit Tiwari. "Utilising the Internet of Things to Enhance Customer Relationship Management in the field of Digital Marketing." In 2024 International Conference on Trends in Quantum Computing and Emerging Business Technologies (TQCEBT). IEEE, 2024. http://dx.doi.org/10.1109/tqcebt59414.2024.10545230.

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Paananen, Tiina, Lauri Frank, and Tiina Kemppainen. "Customer-Brand Relationships in the Context of Digital Brands." In Digital Restructuring and Human (Re)action. University of Maribor Press, 2022. http://dx.doi.org/10.18690/um.fov.4.2022.31.

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This qualitative study investigates customer-brand relationships between customers and digital brands. This study aims to describe different digital brand relationship types, and their manifestations among young adult customers. The data collection was conducted in 2021 by interviewing fourteen Finnish adults aged 22-31 years. The findings categorize the customer-brand relationships into four relationship types, according to the relationship strength from weak to strong. Brand liking lacks emotions and is characterized by low commitment towards a digital brand. Brand attachment includes having
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Tan, Wai Beng, and Tong Ming Lim. "A Critical Review on Engagement Rate and Pattern on Social Media Sites." In International Conference on Digital Transformation and Applications (ICDXA 2020). Tunku Abdul Rahman University College, 2020. http://dx.doi.org/10.56453/icdxa.2020.1002.

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Popular social media sites such as Facebook, Instagram and Twitter have become important tools in fostering relationships between companies and customers. When using social media sites, organisations are often keen to maximise engagements from their target audiences. Companies tend to create posts to which their audience will reply, retweet, comment, share and like. However, different types of contents from posts can impact on three interaction metrics: likes, comments and shares. In this paper, we investigate the factors that characterise the posts with which an audience engages. The results
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Yow, Leong Wai, Kong Hua Lim, Yee Mei Lim, and Tong Ming Lim. "Multi-Emotion Detection in Social Media Post using Lexicon-Driven Approach." In International Conference on Digital Transformation and Applications (ICDXA 2020). Tunku Abdul Rahman University College, 2020. http://dx.doi.org/10.56453/icdxa.2020.1008.

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Popular social media sites such as Facebook, Instagram and Twitter have become important tools in fostering relationships between companies and customers. When using social media sites, organisations are often keen to maximise engagements from their target audiences. Companies tend to create posts to which their audience will reply, retweet, comment, share and like. However, different types of contents from posts can impact on three interaction metrics: likes, comments and shares. In this paper, we investigate the factors that characterise the posts with which an audience engages. The results
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Holubcik, Martin, Jakub Soviar, Frantisek Pollak, Jarmila Strakova, and Petra Partlova. "Strategic Management and Logistic Operations of the Alliance of Airlines: Oneworld Case study." In Organizations at Innovation and Digital Transformation Roundabout: Conference Proceedings. University of Maribor Press, 2020. http://dx.doi.org/10.18690/978961-286-388-3.18.

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t Strategic business management extends significantly into the logistics processes. Global companies need to maintain their competitive advantage through cooperative activities. This often means collaboration between companies which are in normal conditions, direct competitors. This paper examines and presents the situation of airlines in the United States of Amerika that have created a strategic alliance to expand the potential market for all customers of individual companies. The use of strategic management in similar competitive/cooperative relationships helps to create synergies. From the
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Chaturvedi, Dr Pritha, and Prof Sumit Kumar Sinha. "CUSTOMER-CENTRIC MANAGEMENT: INNOVATIONS IN THE BANKING INDUSTRY." In Transforming Knowledge: A Multidisciplinary Research on Integrative Learning Across Disciplines. The Bhopal School of Social Sciences, 2025. https://doi.org/10.51767/ic250103.

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Customer-centric management is a vital approach in the banking industry, where customer expectations and technological advancements are constantly evolving. Effective Customer Relationship Management (CRM) systems empower banks to enhance customer engagement, streamline operations, and build long-term loyalty. This article explores innovations in CRM that have revolutionized banking services, focusing on AI-driven chatbots, predictive analytics, hyper-personalization, and omnichannel integration. AI-powered virtual assistants, such as HDFC Bank’s EVA and Bank of America’s Erica, provide 24/7 s
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Bozhenko, Ekaterina S., Elena Yu Polyakova, and Mariya A. Dubinina. "Customer experience in the formation of a value proposition in a digital environment." In Sustainable and Innovative Development in the Global Digital Age. Dela Press Publishing House, 2022. http://dx.doi.org/10.56199/dpcsebm.eiob7820.

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Abstract:
The most important problem of the Russian tourism industry is the lack of consumer interest in domestic tourism services due to the existing negative customer experience and the lack of a value proposition that meets the real needs of consumers. The purpose of the study is to substantiate the importance of customer experience and the formation of a value proposition in the digital environment, to strengthen domestic tourism in Russia based on the results of a field study. To achieve this goal, the article presents the results of a selective marketing research by the survey method, which reveal
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