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
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
The role of immersive technology in Customer Experience Management
Sign Up to like & getrecommendations! Published in 2021 at "Journal of Marketing Theory and Practice"
DOI: 10.1080/10696679.2021.1891939
Abstract: ABSTRACT Immersive technologies are redefining and revolutionizing the staging of experiences and co-creation of value, implicating the management of customer experiences. However, limited studies have looked at the role of immersive technologies as part of… read more here.
Keywords: experience management; role immersive; customer; customer experience ... See more keywords
Advancing customer experience practice and strategy in Thailand
Sign Up to like & getrecommendations! Published in 2019 at "Asia Pacific Journal of Marketing and Logistics"
DOI: 10.1108/apjml-09-2017-0220
Abstract: Purpose The purpose of this paper is to provide a broad preliminary overview and critical viewpoint on the current state of customer experience innovation and strategy in Thailand. Design/methodology/approach This paper outlines and critically analyses… read more here.
Keywords: customer; customer experience; strategy thailand; paper ... See more keywords