Customer Experience Management: Analysis of Customer Retention in Restaurants in Anambra State, Nigeria [PDF]
Marketing of Scientific and Research Organizations, 2023 This study examined the effect of customer experience management (CEM) on customer retention in restaurants in Anambra State, Nigeria. Specifically, the study sought to investigate the influence of affective customer experience, cognitive customer ...
Nwankwo Cosmas Anayochukwu +1 more
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The role of immersive technology in Customer Experience Management [PDF]
Journal of Marketing Theory and Practice, 2021 Immersive technologies are redefining and revolutionizing the staging of experiences and co-creation of value, implicating the management of customer experiences.
M. Claudia tom Dieck, Dai‐In Danny Han
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Augmenting customer loyalty through customer experience management in the banking industry [PDF]
Journal of Asian Business and Economic Studies, 2021 Purpose – The purpose of this paper is to analyse and evaluate the effect of customer experience management (virtual interaction, physical interaction and service interaction) on customer loyalty in the banking industry. Design/methodology/approach – The
Forbes Makudza
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Digitization and Lean Customer Experience Management: success factors and conditions, pitfalls and failures [PDF]
International Journal of Industrial Engineering and Management, 2021 In recent years, the use of Lean Customer Experience Management (CEM) by companies and practitioners has been increasingly encountered, but with abstracted and incomprehensible approaches.
Christos G. Chatzopoulos, Marcel Weber
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Customer Experience Management: A Study of Mechanic versus Humanic Clues and Student Loyalty in Nigerian Higher Education Institution [PDF]
Sustainability, 2021 This study surveyed customer experience management (CEM) and student’s loyalty in higher education institution (HEI) sector using a private university in Ogun State, Nigeria as a case study.
Taiye Borishade +4 more
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Customer Experience Management in the Tourism Sector: Insights from a Bibliometric and Thematic Analysis [PDF]
Tourism and HospitalityThe growing importance of customer experience management (CEM) in the tourism sector has led to a proliferation of research interests in satisfaction enhancement, loyalty, and value co-creation.
Mourad Aarabe +3 more
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From IFCX to CXMMI: Validation and Evolution of a Customer Experience Management Maturity Model
IEEE AccessThis study presents the evolution of the IFCX model into the Customer Experience Management Maturity Index (CXMMI), a comprehensive framework for assessing and benchmarking the maturity of customer experience management in organizations, by focusing on ...
Roberto P. Madruga +4 more
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World Electric Vehicle JournalThe electric vehicle (EV) market is expanding rapidly, highlighting the need for enhanced customer perceived value to foster loyalty and competitive differentiation.
Yuanyuan Xu +4 more
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Quality in Sport, 2021 The aim of this study was to investigate the relationship between customer experience management and relationship marketing strength of the economy in private clubs Iran province.
Mohammad Saeid Kiani
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Digitalization of Business Development Marketing Tools in the B2C Market [PDF]
Journal of Information Technology Management, 2023 With the development of a new stage of the industrial revolution, the importance of digitalization of business development tools is growing. The purpose of this article is to study the applied aspects of digital marketing tools usage for business ...
Nataliia Savytska +4 more
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