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Customer Experience in Fintech [PDF]
Journal of Theoretical and Applied Electronic Commerce Research, 2021 The purpose of this paper is to analyse customer experience (CX) in the fintech sector. Fintech is a dynamic and innovative field that fully benefits from advances in information and communication technology. The concept of customer experience is multidimensional, analysed from various perspectives, and with distinct valences in different industries ...
Catalin Mihail Barbu +2 more
exaly +4 more sources
Fresh perspectives on customer experience [PDF]
Journal of Services Marketing, 2015 Purpose – The purpose of this paper is to provide directions for future research on: broadening the role of customers in customer experience; taking a practice-based approach to customer experience; and recognizing the holistic, dynamic nature of customer experience across all touch points and over time.
Janet R Mccoll-Kennedy +2 more
exaly +7 more sources
Customer experience measurement: implications for customer loyalty
, 2022 In the last ten years business has been disrupted by new technologies that allow the collection and analysis of more and better data for decision-making. These new datasets offer the potential to go beyond traditional customer experience (CX) measurements (e.g., customer satisfaction surveys), but little is known concerning the implications of new CX ...
Villarroel Ordenes, Francisco +2 more
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, 2021 The impact of increasing advancement in digital technologies is driving massive changes in contemporary business enterprises affecting every dimension of society, especially the way individuals buy, research, and interact with one another and with leading brands. This chapter explores case studies of specific leading brands to illustrate this principle
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THE CUSTOMER EXPERIENCE MEASUREMENT SCALE
İstanbul Ticaret Üniversitesi Sosyal Bilimler Dergisi, 2021 By the beginning of the second millennium, the customer experience (CX) concept has emerged to enable companies to achieve a sustainable competitive advantage. This concept has been embraced by both academicians and practitioners but the absence of a reliable and representative measurement instrument in this domain has been as a major concern.
Nihat TAVŞAN, Yusuf Can ERDEM
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The interplay of customer experience and commitment [PDF]
Journal of Services Marketing, 2017 PurposeThis research aims to better understand customer experience, as it relates to customer commitment and provides a framework for future research into the intersection of these emerging streams of research.Design/methodology/approachThis research contributes to theoretical and practical perspectives on customer experience and its measurement by ...
Timothy Keiningham +8 more
openaire +5 more sources
Understanding and Managing Customer Experiences
, 2022 Peer ...
Jaakkola, Elina +2 more
openaire +4 more sources
Jurnal Mebis (Manajemen dan Bisnis), 2023 The researchers wanted to get some evidence to prove the hypotheses of this study. Flow experience, customer satisfaction, customer experience, and customer loyalty are the variables in this study. From the population of online shopping application users in the Special Region of Yogyakarta, a sample was selected using a non-probability sampling ...
Yuli Liestyana, Muhammad Hara
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Customer centricity in mobile banking: a customer experience perspective [PDF]
International Journal of Bank Marketing, 2019 Purpose The purpose of this paper is to increase understanding about how to improve customer value and to make mobile banking services a profitable business for banks and other financial actors. The study explores the user experiences and related value of a new mobile banking service.
Saraniemi Saila, Komulainen Hanna
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, 2014 Internet has become one of the strongest components of commerce. The number of online customers continues to rise day to day and satisfying them is a vital issue in order for online companies to survive. Customer experience is important in e-commerce as well as in traditional commerce.
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