Developing a Planned Journey Map of Banking Mobile Services Users (Case Study: Mellat Bank) [PDF]
مدیریت بازرگانی, 2020 Objective Given that the customers’ experience in each industry, service and communication channel is unique and special, this study aims at identifying and examining the strengths and weaknesses of the existing models in the developing customers ...
Gholamreza Jandaghi +4 more
doaj +1 more source
Building the tourist experience of visitors to sustainable smart tourist destinations [PDF]
SHS Web of Conferences, 2021 The aim of the study is to determine the impact of smart technologies on the formation of a positive experience of visitors to sustainable smart destinations.
Platov Alexey +3 more
doaj +1 more source
Customer complaint journey mapping: a qualitative approach [PDF]
British Food Journal, 2020 PurposeThis paper aims to extend the customer complaint behaviour (CCB) knowledge by introducing a visual technique called customer complaint journey mapping as a means of capturing and understanding multi-faceted service failures involving multiple actors.Design/methodology/approachResearch participants were trained to record contemporaneous accounts ...
Koussaif, Hiba +2 more
openaire +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
Tourism and Hospitality Management, 2023 Purpose – While customer experience management has become an essential practice for service businesses, employee experience management is a less frequently used tool.
Viola HORVÁTH, Zsófia Kenesei
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
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Social Customer Journey Map: A Research on Communication Agencies
Türkiye İletişim Araştırmaları Dergisi, 2023 The aim of this study is to obtain in-depth information about the knowledge and experience of communication agencies regarding the concept of social customer journey. Based on a phenomenological research pattern, semi-structured interviews were conducted
Işık Özkan, Cudi Kaan Okmeydan
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Explainable Model Fusion for Customer Journey Mapping
Frontiers in Artificial Intelligence, 2022 Due to advances in computing power and internet technology, various industrial sectors are adopting IT infrastructure and artificial intelligence (AI) technologies. Recently, data-driven predictions have attracted interest in high-stakes decision-making. Despite this, advanced AI methods are less often used for such tasks. This is because AI technology
Kotaro Okazaki +3 more
openaire +3 more sources
Pairing of applicants’ CJM with university profile in digital environment as a management task
E-Management, 2022 The work is devoted to the application of the Customer Journey Map (CJM) for university applicants and managerial tasks of adapting the profile of the university in the digital environment to the trajectories of the consumer.
N. I. Arkhipova +3 more
doaj +1 more source
The effectiveness of virtual reality-based advertising in creating a customer empathy map using the video hermeneutic method: A case study of Ramak Company [PDF]
کاوشهای مدیریت بازرگانی, 2022 Introduction: The dairy industry, with its long chain of values and numerous links, is an effective and efficient industry in the Iranian economy.
Davood Feiz +3 more
doaj +1 more source