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Partnership: The Canadian Journal of Library and Information Practice and Research, 2019 This paper presents an overview of the design, implementation, and findings of an exploratory project to evaluate customer experience at Edmonton Public Library (EPL).
David Mucz, Céline Gareau-Brennan
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MARKETING APPROACHES TO CUSTOMER EXPERIENCE MEASUREMENT AND EVALUATION
Вестник университета, 2017 The article shows the variety of existing marketing methods to measure and evaluate the consumer experience. The necessity of creation of a comprehensive Customer Experience Management System on the basis of empirical data in order to create a platform ...
A. Serzhantov, M. Orlova
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The effect of sharia experience quality on customer loyalty [PDF]
Management Science Letters, 2021 This study aims to validate the dimensions of sharia experience quality and to determine the effect of sharia experience quality on customer loyalty by customer satisfaction as mediation variable.
Prastiwi, Estik Hari +3 more
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Call Rating based on Objective Data Extraction [PDF]
Telfor Journal, 2023 Interaction channels are special opportunities to improve customer satisfaction by offering a consistent problem-solving experience. Contact center employees are the link between the company and the customer.
E. Avdagić-Golub +4 more
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A Model to Bank’s Customer Experience Management for Improving Performance Indices [PDF]
کاوشهای مدیریت بازرگانی, 2021 This research proposes a new model for customer experience management and investigates the impact of customer experience management on improving the performance of one of the Iranian banks, mediated by customer satisfaction, loyalty and verbal ...
Karim Atashgar, Fateme Mirshafiei
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Customer Experience of Electronic Services in Information Technology Organizations Based on Digital Developments [PDF]
International Journal of Digital Content Management, 2022 Purpose: Customer experience management is one of the most important activities for managers who are trying to grow and develop to achieve a favorable competitive position. The purpose of this study is to evaluate the dimensions of customer experience in
Fatemeh Saeedi +2 more
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A framework for evaluating the customer wait experience [PDF]
Journal of Service Management, 2010 PurposeThe purpose of this paper is to propose and test a model which defines the psychological processes that mediate the relationship between perceived wait duration (PWD) and satisfaction. This model will provide a framework for evaluating the impact of situational and environmental variables in the servicescape on customer reaction to the wait ...
McGuire, Kelly A. +4 more
openaire +3 more sources
Customer Experience in Fintech
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.
Cătălin Mihail Barbu +3 more
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Developing a Customer Experience Management Framework in Hoteling Industry: A Systematic Review of Theoretical Foundations [PDF]
مدیریت بازرگانی, 2020 Objective Customer experience is considered as a concept that can indicate the organizations performance in the current era. Creating an engaging experience is the distinctive feature for an organization and delivering a great experience is important in ...
Samaneh Rahimian +3 more
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Customer Experience in Retail: A Systematic Literature Review
Applied Sciences, 2020 The customer experience (CX) is a concept that has been closely studied by companies in recent years. This is because it is one of the most important factors in maintaining a competitive advantage.
Camila Bascur, Cristian Rusu
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