Results 21 to 30 of about 9,685,990 (275)

Evaluation of customer experience in the high-income segment of banking services

ReMark - Revista Brasileira de Marketing, 2023
Objective: The objective of this research is to evaluate the financial services customer experience, in the high-income segment of the financial industry. Methodology/Approach: Based on the fundamental concepts considered in the literature review, a customer experience assessment model was proposed, establishing five relationship hypotheses between the
Bento Alves Costa Filho, Marcus Vinicius Rodrigues Bezerra, Paulo Cesar Bontempo   +2 more
openaire   +1 more source

Towards a Better Measure of Customer Experience [PDF]

, 2013
Defining and improving customer experience is a growing priority for market research because experience is replacing quality as the competitive battleground for marketing.
Maklan, Stan, Klaus, P
core   +1 more source

Customer Experience Design for Smart Product-Service Systems Based on the Iterations of Experience–Evaluate–Engage Using Customer Experience Data

Sustainability, 2022
Data about customer experiences are important in smart product-service systems. It is desired to establish a framework for customer experience data so that smart customer experiences can be designed based on customer data. Particularly such a framework should support determining what kinds of customer data are needed and how these data are effectively ...
openaire   +1 more source

Customer journeys and process mining – challenges and opportunities [PDF]

ITM Web of Conferences
Recently, there has been increased awareness about the importance of data derived from actual customer journeys, including the subjective customer experience, in the analysis and evaluation of service quality.
Halvorsrud Ragnhild, Mannhardt Felix, Prillard Ophelia, Boletsis Costas   +3 more
doaj   +1 more source

Presenting and perceiving humour in Estonian tourism settings

The European Journal of Humour Research, 2021
Humour plays a significant role in everyday interactions. Individuals perceive humour differently and experience various emotions, from exaltation to umbrage. Therefore, providing humorous communication in customer service is challenging. The aim of this
Marit Piirman, Katrin Saks
doaj   +1 more source

Evaluating the Impacts of Customer Experience on Purchase Intention

International Journal of Business and Management, 2013
With the emerging of experience economy, more and more scholars start to put more effort in exploring the knowledge of experiential marketing. As one of the core concepts in the experiential marketing, customer experience has been used as a base to predict the customer purchase intention.
Amir Nasermoadeli, Kwek Choon Ling, Farshad Maghnati   +2 more
openaire   +2 more sources

PENGARUH DIMENSI CUSTOMER EXPERIENCE TERHADAP REVISIT INTENTION DI BALI ZOO PADA MASA NEW NORMAL

Jurnal IPTA, 2023
This study aims to determine the effect of customer experience dimensions in terms of sense, feel, think, act, and relate to revisit intention at Bali Zoo during the new normal period. Determination of the sample used is through purposive sampling method
Natasya Friseyla, LGLK. Dewi, I Nyoman Sudiarta   +2 more
doaj   +1 more source

Role of consumer personality and involvement in understanding customer experience [PDF]

Innovative Marketing, 2016
The objective of this study is to understand customer experience which is a construct made up of experiential elements created by the organization such as product, service scape, and brand and that of consumer’s personal values and preferences.
Jyoti Rawat, Bikram Jit Singh Mann
doaj   +1 more source

Evaluating a model for analyzing methods used for measuring customer experience [PDF]

Journal of Database Marketing & Customer Strategy Management, 2010
Several scholars have defined ‘experience’ in customer-centric approaches, varying in perception and measurement techniques, yet this appellation is undermined in terms of its definition and measurement methodologies. In this article, we have analyzed the possible known methods of customer experience measurement, and then identified three major ...
Ruchi Garg, Zillur Rahman, Ishwar Kumar
openaire   +1 more source

Assessment of Shopping Mall Customers’ Experience through Criteria of Attractiveness in Tier-II and Tier-III Cities of India: An Exploratory Study

American Business Review, 2020
The present research attempts to develop a theoretical framework for the assessment of shopping mall customer experience dimensions. It further classifies the variables associated with retail experiences that may attract customers in Tier-II and Tier ...
Ashish Gupta, Vaibhav Mishra, Anushree Tandon   +2 more
doaj   +1 more source