International Journal of Business, Economics, and Social Development, 2023 In the service industry, a positive company reputation will influence customers' decisions to choose that business for their insurance needs. This reputation is systematically built by upholding the importance of responsibility and engaging in open ...
Rio Sukmawan, Zulganef Zulganef
doaj +1 more source
Developing a Model for Successful Implementation of Customer Experience Management in Organizations: A Qualitative Study [PDF]
مدیریت بازرگانیObjective Building a strong customer experience is currently one of the most important management goals. The explosion of potential touch points and diminishing control over the customer experience requires companies to integrate multiple business ...
Payam Mardazad Navi +3 more
doaj +1 more source
Customer Experience Creation: Determinants, Dynamics and Management Strategies
Journal of Retailing, 2009 A Parasuraman +2 more
exaly +2 more sources
Swiss CRM 2012 : Einsatz und Trends in Schweizer Unternehmen [PDF]
, 2012 StudieDie jährlich und dieses Jahr bereits zum sechsten Mal durchgeführte Trendstudie bietet einen umfassenden Überblick zum Status Quo von Customer Relationship Management (CRM) in der Schweiz und identifiziert die bedeutendsten Trends.
Beerli, Beata +4 more
core +1 more source
How customer experience management reconciles strategy differences between East and West
, 2021 This paper studies how customers of a global firm evaluate their experiences within and across 44 countries. It focuses on customers’ emotional, cognitive, sensory and behavioral responses to the catalog experience.
Ruth N. Bolton +3 more
semanticscholar +1 more source
The Expanding Role of Customer Knowledge Management and Brand Experience during the Pandemic Crisis
Management Dynamics in the Knowledge Economy, 2020 Customer knowledge management has begun to catch momentum due to de fact that companies started to understand the importance of customer knowledge on the overall customer and brand experience even though there is no appreciable consideration in this ...
Rareș MOCANU
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Non-profits and the 'hollowed out' state : the transformation of working conditions through personalising social care services during an era of austerity [PDF]
, 2016 This article explores the impact of state reforms to increase customer authority in social care at a time of public sector austerity in Scotland. The article focuses on the implications of these reforms for state – non-profit relations and the latter’s ...
Cunningham, Ian
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Paradoxes, challenges, and opportunities in the context of ethical customer experience management
Psychology & MarketingThis article examines paradoxes, challenges, and opportunities in the context of ethical customer experience management. Central to this discussion are different stakeholders such as firms, customers, policymakers, regulators, and society at large, as ...
Carlos Velasco +4 more
semanticscholar +1 more source
Customer Experience Management [PDF]
, 2013 Im Zuge der allgemeinen Digitalisierung entwickelt sich das Customer Experience Management (CEM) auf Konsumentenmärkten zu einem zentralen Innovations- und Kundenloyalitätstreiber (e.g.,Eberwein and Luyken 2009; Jaruzelski, Loehr, and Holman 2011 ...
Homburg, Christian +2 more
core
Building a High Customer Experience Management Organization: Toward Customer-Centricity
Jindal Journal of Business Research, 2020 The dynamics involving market competition and the challenges of dealing with empowered customers, mean that creating and delivering relevant customer experience (CX) of service, is as important as creating product or services.
Lamin B. Ceesay
semanticscholar +1 more source