The perfect combination to win the competition: Bringing sustainability and customer experience together
Sign Up to like & getrecommendations! Published in 2024 at "Business Strategy and the Environment"
DOI: 10.1002/bse.3728
Abstract: Understanding the connection between how consumers perceive sustainability and how they experience the offered products or services can make a big difference for companies to stay ahead of the competition. When companies work to make… read more here.
Keywords: customer experience; perceived benefits; competition; experience ... See more keywords
Online customer experience in e-retailing: implications for web entrepreneurship
Sign Up to like & getrecommendations! Published in 2019 at "International Entrepreneurship and Management Journal"
DOI: 10.1007/s11365-019-00564-x
Abstract: Providing consumers with unique experiences and immersing them in original contexts are the goals of web entrepreneurs. Researchers and web entrepreneurs have expressed a particular interest in the online customer experience, agreeing on its importance… read more here.
Keywords: customer; online customer; customer experience; implications web ... See more keywords
Customer experience orientation: Conceptual model, propositions, and research directions
Sign Up to like & getrecommendations! Published in 2024 at "Journal of the Academy of Marketing Science"
DOI: 10.1007/s11747-024-01031-y
Abstract: Many firms are adopting customer experience management as a route to differentiation, but experience management in practice has only begun to be explored. Using a strategic orientation lens and a theories-in-use approach, a multiple-case study… read more here.
Keywords: experience; customer experience; experience orientation; orientation conceptual ... See more keywords
Airbnb customer experience: Evidence of convergence across three countries
Sign Up to like & getrecommendations! Published in 2017 at "Annals of Tourism Research"
DOI: 10.1016/j.annals.2017.01.001
Abstract: •We test convergence regarding customer experiences in the hospitality realm.•We examine 1,776 Airbnb web reviews across the US, Portugal, and India.•Using thematic analysis, we find support for convergence of consumer experiences.•Our contribution is this analysis… read more here.
Keywords: evidence convergence; customer; experience evidence; customer experience ... See more keywords
Customer experiences in the age of artificial intelligence
Sign Up to like & getrecommendations! Published in 2020 at "Computers in Human Behavior"
DOI: 10.1016/j.chb.2020.106548
Abstract: Artificial intelligence (AI) is revolutionising the way customers interact with brands. There is a lack of empirical research into AI-enabled customer experiences. Hence, this study aims to analyse how the integration of AI in shopping… read more here.
Keywords: customer experiences; enabled customer; customer; customer experience ... See more keywords
“How was your meal?” Examining customer experience using Google maps reviews
Sign Up to like & getrecommendations! Published in 2020 at "International Journal of Hospitality Management"
DOI: 10.1016/j.ijhm.2020.102641
Abstract: Abstract The purpose of this research is to examine the effects of restaurant attributes and the underlying factors impacting overall customer experience within a range of different restaurant types. To understand their experiences, this study… read more here.
Keywords: google maps; customer experience; maps reviews; customer ... See more keywords
What impacts customer experience for B2B enterprises on using AI-enabled chatbots? Insights from Big data analytics
Sign Up to like & getrecommendations! Published in 2021 at "Industrial Marketing Management"
DOI: 10.1016/j.indmarman.2021.08.011
Abstract: Abstract Many B2B firms have widely accepted AI-based chatbots to provide human-like service interaction at different customer touchpoints in recent years. One of the objectives behind introducing this technology is to provide an enhanced, live… read more here.
Keywords: enterprises using; b2b enterprises; customer experience; customer ... See more keywords
Characterizing customer experience management in business markets
Sign Up to like & getrecommendations! Published in 2020 at "Journal of Business Research"
DOI: 10.1016/j.jbusres.2019.08.050
Abstract: Managing the customer experience has become a top priority for marketing managers and researchers. Research on customer experience management (CEM) has traditionally adopted a customer’s viewpoint. Few studies have explicitly embraced an organizational perspective, and… read more here.
Keywords: customer; customer experience; business; experience management ... See more keywords
Customer experience and commitment in retailing: Does customer age matter?
Sign Up to like & getrecommendations! Published in 2020 at "Journal of Retailing and Consumer Services"
DOI: 10.1016/j.jretconser.2020.102219
Abstract: Abstract While the customer experience (CX) concept has rapidly gained traction in recent years, its effect on customer brand commitment and loyalty remains tenuous. Moreover, while customer age has been identified as an influential driver… read more here.
Keywords: commitment; customer experience; customer age; customer ... See more keywords
How customer experience incongruence affects omnichannel customer retention: The moderating role of channel characteristics
Sign Up to like & getrecommendations! Published in 2021 at "Journal of Retailing and Consumer Services"
DOI: 10.1016/j.jretconser.2021.102487
Abstract: Abstract Although a positive customer experience is known to be an important source of competitive advantage, it is unclear how customer experience can be effectively managed in an omnichannel setting. Drawing on goal theory, this… read more here.
Keywords: customer; customer retention; customer experience; channel characteristics ... See more keywords
Towards a better understanding of mobile banking: the impact of customer experience on trust and commitment
Sign Up to like & getrecommendations! Published in 2018 at "Journal of Financial Services Marketing"
DOI: 10.1057/s41264-018-0051-z
Abstract: In the current context of ubiquitous connectedness through portable mobile devices and services, it is important to comprehend more fully the nature of consumer/bank interactions and relationships. At the same time, firms in the service… read more here.
Keywords: impact; trust; banking; customer experience ... See more keywords