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Customer experiences as drivers of customer satisfaction [PDF]
Gestion 2000, 2015 During the past two decades, customer satisfaction management has emerged as a strategic imperative for many organizations and has become a popular topic for managers, consultants and academics. Customer satisfaction measures the extent to which a product or service has reached expectations or how a product performed compared to an ideal (Johnson and ...
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In this competitive world, companies should sustain good relationships with their consumers. CRM (customer relationship management) program can improve the company’s customer satisfaction; to satisfy customer need different processes and technique are established to make the CRM more effective.
Ram Kumar Dwivedi +4 more
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In this competitive world, companies should sustain good relationships with their consumers. CRM (customer relationship management) program can improve the company’s customer satisfaction; to satisfy customer need different processes and technique are established to make the CRM more effective.
Ram Kumar Dwivedi +4 more
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Customization and the Customer Journey
Journal of MarketingRetailers frequently offer customers the opportunity to customize in addition to buying ready-made products. Although prior research shows that customization can increase product evaluations, purchase intent, and willingness to pay, customers often do not opt into customization.
Suh Yeon Kim +3 more
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An Extension on the Traditional Theory of Customer Discrimination. Customers Versus Customers
American Journal of Economics and Sociology, 2003AbstractThis study provides an extension on the traditional theory of customer discrimination. The traditional theory looks at customer discrimination via a case in which customers discriminate against a certain type of employee. This paper considers a case of customer discrimination in which customers discriminate against another group of customers ...
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Revenue Maximization in Customer-to-Customer Markets
2012Customer-to-customer (C2C) markets, such as eBay, provide a platform allowing customers to engage in business with each other. The success of a C2C market requires an appropriate pricing (i.e., transaction fee charged by the market owner) scheme that can maximize the market owner’s revenue while encouraging customers to participate in the market ...
Shaolei Ren, Mihaela van der Schaar
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The Influence of Customer Engagement and Customer Identification in Customer Satisfaction
JOURNAL OF ASIAN BUSINESS AND ECONOMIC STUDIES, 2023This study explores the impact of customer engagement on customer satisfaction with the coffee products that they are experienced at coffee shops through the mediating variable of customer identification. The survey was conducted with 253 customers in the period from January to March 2023.
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European Journal of Marketing
Purpose This research paper aims to examine the power of customer-to-customer (C2C) oriented self-service technology (SST) in enhancing customers’ perceived C2C interaction qualities in collectively interactive service settings where C2C interactions are crucial for value co-creation.
Hyun Sik Kim, Beomjoon Choi
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Purpose This research paper aims to examine the power of customer-to-customer (C2C) oriented self-service technology (SST) in enhancing customers’ perceived C2C interaction qualities in collectively interactive service settings where C2C interactions are crucial for value co-creation.
Hyun Sik Kim, Beomjoon Choi
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Customer privacy versus customer service
Information Security Technical Report, 1997Abstract This article gives a financial services perspective on data protection legislation from an information security point of view, and discusses the balance between customer privacy and customer service.
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Customer satisfaction: the customer experience through the customer's eyes
Total Quality Management & Business Excellence, 2010Customer satisfaction: the customer experience through the customer's eyes, by Nigel Hill, Greg Roche, and Rachel Allen, London, Cogent Publishing, 2007, vi+314 pp., £27.50 (paperback), ISBN 978-0-...
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