Results 1 to 10 of about 12,744 (262)

Design and validation of the scale for the adoption of artificial intelligence in the online shopping experience of Peruvian consumers [PDF]

Frontiers in Artificial Intelligence
Artificial intelligence has become a crucial tool for effective customer management; therefore, this research aims to design and validate a scale measuring the adoption of artificial intelligence in the customer experience.
José Joel Cruz-Tarrillo, Jose Tarrillo-Paredes, Karla Liliana Haro-Zea, Robin Alexander Díaz Díaz Saavedra   +3 more
doaj   +2 more sources

Measuring Customer Experience in AI Contexts: A Scale Development

Journal of Theoretical and Applied Electronic Commerce Research
With the advent of the digital intelligence era and the rapid evolution of emerging technologies, Artificial Intelligence (AI) is fundamentally transforming the way consumers and businesses interact, gradually becoming one of the primary tools for ...
Chunqing Li, Riyan Hao, Ning Li, Chenlu Zhang   +3 more
doaj   +2 more sources

MARKETING APPROACHES TO CUSTOMER EXPERIENCE MEASUREMENT AND EVALUATION

Вестник университета, 2017
The article shows the variety of existing marketing methods to measure and evaluate the consumer experience. The necessity of creation of a comprehensive Customer Experience Management System on the basis of empirical data in order to create a platform ...
A. Serzhantov, M. Orlova
doaj   +2 more sources

Customer Experience: Conceptualization, Measurement, and Application in Omnichannel Environments [PDF]

Journal of Service Research, 2022
Managing customer experiences has become a key strategic priority for service research and management. Yet researchers and managers lack a customer experience (CX) measure that applies to the different experience partners, touchpoints, and journey stages in the omnichannel environments of today’s service industries.
Markus Gahler, Jan F. Klein, Michael Paul   +2 more
openaire   +2 more sources

THE CUSTOMER EXPERIENCE MEASUREMENT SCALE

İstanbul Ticaret Üniversitesi Sosyal Bilimler Dergisi, 2021
By the beginning of the second millennium, the customer experience (CX) concept has emerged to enable companies to achieve a sustainable competitive advantage. This concept has been embraced by both academicians and practitioners but the absence of a reliable and representative measurement instrument in this domain has been as a major concern.
Nihat TAVŞAN, Yusuf Can ERDEM
openaire   +3 more sources

Examining the Mediating Effect of Customer Experience on the Emotions–Behavioral Intentions Relationship: Evidence from the Passenger Transport Sector

Behavioral Sciences, 2022
The aim of this research is to examine the influence of customer experience on the customers’ emotions–customers’ behavioral intentions relationship. Moreover, this study seeks to obtain data that will help to address this research gap in the passenger ...
Anastasia Gerou
doaj   +1 more source

Online Customer Experience Leads to Loyalty via Customer Engagement: Moderating Role of Value Co-creation

Frontiers in Psychology, 2022
With the increasing growth of online shopping, businesses are intertwining to establish new shopping antecedents. Customer experience has steadily become the most important source of retailers’ long-term competitive advantage via difference.
Farooq Ahmad, Farooq Ahmad, Khurram Mustafa, Syed Ali Raza Hamid, Kausar Fiaz Khawaja, Shagufta Zada, Shagufta Zada, Saqib Jamil, Muhammad Nawaz Qaisar, Muhammad Nawaz Qaisar, Alejandro Vega-Muñoz, Nicolás Contreras-Barraza, Naveed Anwer, Naveed Anwer   +13 more
doaj   +1 more source

Customer experience measurement: implications for customer loyalty

, 2022
In the last ten years business has been disrupted by new technologies that allow the collection and analysis of more and better data for decision-making. These new datasets offer the potential to go beyond traditional customer experience (CX) measurements (e.g., customer satisfaction surveys), but little is known concerning the implications of new CX ...
Villarroel Ordenes, Francisco, Diaz Solis, David, Herhausen, Dennis   +2 more
openaire   +3 more sources

Customer experience and determinants of ominichannel banking adoption in Honduras

Journal of Management and Business Studies, 2022
Each technological disruption changes the landscape of banking institutions and forces them to redefine their business strategies to meet customer expectations.
Gracia Andino
doaj   +1 more source

Customer Experience: Are We Measuring the Right Things? [PDF]

International Journal of Market Research, 2011
Marketing theory and practice evolved dramatically through a series of transformations from products to services and, recently, customer experiences. Each stage has its own perspective on marketing's purpose, the nature of customer value, and measurements that calibrate performance and guide managerial decisions. The latter is of particular interest to
Maklan, Stan, Klaus, Philipp \\"Phil\\"
openaire   +2 more sources