Results 1 to 10 of about 4,306 (262)

Customer Journey Value: A Conceptual Framework

Journal of Creating Value, 2023
Though firms are making substantial investments in the customer journey (CJ), the return on these investments remains tenuous, yielding a critical need for enhanced CJ-related accountability. Addressing this gap, we develop the concept of ‘customer journey value’ (CJV), defined as the perceived value of a customer’s journey to the customer and the firm,
René Arvola, Linda D Hollebeek, Valdimar Sigurdsson   +2 more
exaly   +4 more sources

Analyzing the digital customer journey: a novel framework for sequential behavior modeling [PDF]

Scientific Reports
In recent years, the growing amount of event-log data collected from websites and mobile applications has provided an opportunity to analyoc2vec to cluster physical ze user-behavior patterns in digital customer systems.
Lihi Bar-El, Hila Chalutz-BenGal, Sivan Gazit, Tal Patalon, Irad Ben-Gal   +4 more
doaj   +2 more sources

Study of Customer Journey Map in Electronic Bookshops [PDF]

تحقیقات کتابداری و اطلاع‌رسانی دانشگاهی, 2021
Purpose: The purpose of this research was to identify the touchpoints in the customer journey map of electronic bookshops.Methodology: This study was an “applied research” and was conducted by analytical-survey method, the statistical population of this ...
Roghayeh Sabzalian, Alireza Noruzi, Mohsen Nazari   +2 more
doaj   +1 more source

The research of the customer journey of users of local treatment facilities made of fiberglass and composite materials using the customer journey map [PDF]

Економічний вісник Державного вищого навчального закладу Український державний хіміко-технологічний університет, 2021
The current conditions for the functioning of enterprises-manufacturers of local treatment facilities made of fiberglass and composite materials have been given, a significant impact on the performance of which is carried out, first of all, by the ...
Vira Zhuravel , Andrii Kutsynskyi , Mariia Kutsynska   +2 more
doaj   +1 more source

The Role of Consumer and Customer Journeys in Customer Experience Driven and Open Innovation

Journal of Open Innovation: Technology, Market and Complexity, 2021
Customer and Consumer Journeys, touchpoints and Consumer Goals have been widely discussed among Customer Experience theorists and practitioners, establishing that a hierarchical relationship between those exist.
Gundars Kokins, Anita Straujuma, Inga Lapiņa   +2 more
doaj   +3 more sources

Customer Experience Management; Trends and Areas in Research [PDF]

‫مدیریت بازرگانی, 2021
Objective Customer experience management has been regarded as a hot topic for managers and marketing researchers recently. The growing interest in the customer experience area is a result of the increasing complexity of channels, interactions, choices ...
Parisa Mousavi, Fariborz Rahimnia, Mohammad Mehraeen, Mehdi Shamizanjani   +3 more
doaj   +1 more source

The Customer Journey as a Source of Information [PDF]

SSRN Electronic Journal, 2023
We introduce a probabilistic machine learning model that fuses customer click-stream data and purchase data within and across journeys. This approach addresses the critical business need for leveraging first-party data (1PD), particularly in environments with infrequent purchases, which are characterized by minimal or no prior purchase history ...
Nicolas Padilla, Eva Ascarza, Oded Netzer   +2 more
openaire   +1 more source

Probabilistic Customer Purchase Evolution Graph

IEEE Access, 2023
Following evolutionary theory, this study defines the commodity consumption gene of the customer journey in retail transactions to discuss the distribution and evolution process of the consumer group.
Yung-Tzu J. Lin, Chuan-Yi Chang, Shein-Yung Cheng, Meng-Yun T. Lin   +3 more
doaj   +1 more source

Exploring Customer Journeys in the Context of Dentistry: A Case Study

Dentistry Journal, 2023
This case study aims to explore how customer journey concepts can apply to a hypothetical scenario, centring on a patient (customer persona) within the dentistry arena, and with a particular focus on special care dentistry.
Bhaven Modha
doaj   +1 more source

The impact of customer experience on the financial performance of enterprises in the service sector

Економіка, управління та адміністрування, 2022
The most significant and actively researched point in marketing and finance is the interaction of the client with the brand / company, which is one of the priority tasks when planning the cost of marketing activities.
N.O.
doaj   +1 more source