Customer enquiry management and product customization: an empirical multi-case study analysis in the Italian capital goods sector [PDF]
, 2008 Purpose – The customer enquiry management (CEM) process is of strategic importance in engineer-to-order contexts but existing literature does not adequately describe how firms support delivery date setting and order acceptance decisions in practice. This
POZZETTI, ALESSANDRO +9 more
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Customer satisfaction of dining experience in Malaysian malay restaurants. [PDF]
The subject of this Ph.D. thesis is Customer Satisfaction in Malaysian Malay Restaurants Dining Experience. The research was conducted in three Malay family restaurants in Malaysia by using an inductive Case Study research approach.
Ismail, S.
core +9 more sources
Customer relationship management for brand commitment and brand loyalty [PDF]
, 2015 This article examined the impact of customer relationship management strategy on customers brand commitment and brand loyalty in the Nigeria financial sector.
Wali, Andy Fred +2 more
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Customer Enquiry Management in a Global Competitive Context: A Comparative Multi-Case Study Analysis [PDF]
, 2008 Business-to-Business (B2B) relationships, such as between a manufacturer and a customer, are increasingly important during the Customer Enquiry Management (CEM) process, particularly so for non-Make-To-Stock (non-MTS) companies operating in industrial ...
Zorzini, M, Hendry, L, Stevenson, M
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Customer experience quality: an exploration in business and consumer contexts using repertory grid technique [PDF]
, 2010 This study proposes a conceptual model for customer experience quality and its impact on customer relationship outcomes. Customer experience is conceptualized as the customer’s subjective response to the holistic direct and indirect encounter with the ...
Clark, Moira +6 more
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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
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The customer experience : a road-map for improvement [PDF]
, 2011 Purpose – This paper aims to respond to the call to help organisations to systematically engineer their customer experiences. Its objective is to investigate how organisations actually go about designing and improving their customer experiences ...
Johnston, Robert +3 more
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‘Employees First’: The Relationship between Employee Experience Management Systems and Customer Experience Management [PDF]
, 2021 The purpose of this study is to understand the importance of Employee Experience Management Systems (EEM) in supporting Customer Experience Management initiatives (CEM).
Sanavi, Arsham +3 more
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The role of customer experience in building brand loyalty within the service context [PDF]
, 2008 Customer experience theory, research, and practice represent an evolving area of study within the marketing discipline. Despite its importance, the customer experience concept remains vague and lacks a thorough theoretical foundation.
Melewar, TC, Ismail, AR
core +5 more sources
Customer Experience Management and Persistence using Customers of Electronic Services Persistence [PDF]
مطالعات مدیریت راهبردی, 2016 Not only enhance the attractiveness of e-service quality, and extended free choice, and compare product information display is Safe and secure environment but also enhance customer loyality and customer satisfaction and therefore loyalty is to the ...
Azarnoosh Ansari, Ali Sanayei
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