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Managing customer experience to foster customer loyalty
2019This chapter aims to provide a review of the main studies on customer experience and its role in developing customer loyalty. Customer experience is a multidimensional concept that has been studied for over 20 years by academics and practitioners. While customer experience measures are still under development, it is key to adopt customer experience ...
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Customer Experience Management in Retailing [PDF]
Romanian Economic Journal, 2009 Survival of fittest & fastest is the mantra of today’s business game. To compete successfully in this business era, the retailer must focus on the customer’s buying experience. To manage a customer’s experience, retailers should understand what “customer experience” actually means.
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Factors influencing customer experience management and customer experience value
Experience economy has changed the way firms conduct business. Firms need to provide a superior and memorable experience to sustain a competitive advantage. This study examines underlying factors affecting customer experience value in hotel industry context.openaire +1 more source
An Ecosystem for Customer Experience Management
2014This chapter proposes an ecosystem that allows the management of customer experience to guarantee the quality levels delivered to end users, which has been defined into the Eureka Celtic internet protocol network monitoring for quality of service intelligent support (IPNQSIS) project and is adapted for over-the-top (OTT) services inside the Eureka ...
Cuadra-Sanchez, A. +11 more
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Customer experience management in capsule hotels: a content analysis of guest online review
Journal of Hospitality and Tourism Insights, 2023VÍCTOR Olorunsola +2 more
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Essays on Customer Experience Management
Over the past two decades, Customer Experience (CX) has become a central focus for most firms across multiple industries. The two essays in this dissertation take a managerial perspective to examine possible avenues to advance knowledge in customer experience management research.openaire +1 more source
There is a secret to success: Linking customer experience management practices to profitability
Journal of Retailing and Consumer Services, 2023Martin Wetzels, Philipp Klaus
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Characterizing customer experience management in business markets
Journal of Business Research, 2020Ornella Giuseppina Benedettini +1 more
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Measuring customer experience management and its impact on financial performance
European Journal of Marketing, 2021Jason Q Zhang, Gérard A Athaíde
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