Download or read book Antecedents and Consequences of Customer Experience Management A Literature Review and Research Agenda written by Saba Fatma and published by . This book was released on 2017 with total page 18 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Experience Management (CEM) is an emerging field and as companies try new ways of understanding and managing experiences this paper provides an integrative framework of customer experience antecedents and consequences which contributes both to academic research as well as has managerial implications. In this paper, the author critiques and consolidates the existing research on Customer Experience Management and develops a conceptual model of antecedents and consequences of customer experience management through an exhaustive study of literature. Six categories of antecedents namely- brand performance, multichannel interaction, service interface, physical environment, social environment and price and promotions are identified through exhaustive review of existing literature and three direct consequences namely customer satisfaction, customer loyalty and customer equity were also identified. Future directions of research are also discussed. The paper makes contributions towards new knowledge and understanding on customer experience management and can be used for managerial decision making.

Download or read book Antecedents and Consequences of Customer Experience in Beverage Establishments written by Milos Bujisic and published by . This book was released on 2014 with total page 350 pages. Available in PDF, EPUB and Kindle. Book excerpt: This study was conducted in six phases. The first phase was the analysis of previous literature regarding quality attributes, convenience, perceived price fairness, customer experience, customer loyalty, and beverage establishments. The second phase was a development of mixed methodology research design. The third phase was the data collection based on interviews with management of beverage establishments, customer focus groups, and a survey of customers of beverage establishments. The fourth phase was a pilot study that involved a refinement of the study instrument. The fifth phase was a main quantitative study based on the survey design. The results from each qualitative and quantitative phase of the study were integrated and analyzed. The results from the instrument development part of the study identified the following eleven antecedents of customer experience in beverage establishments: (1) service quality, (2) product quality, (3) physical environment design, (4) physical environment layout, (5) music quality, (6) social environment, (7) information convenience, (8) location convenience, (9) parking convenience, (10) entrance fee fairness, and (11) perceived price fairness. Additionally, the second instrument development study was used to recognize different customer experiential state dimensions. The factor structure included two customer experiential states: (1) the affective experiential state and (2) the cognitive experiential state.

Download or read book Managing Customer Experiences in an Omnichannel World written by Taşkın Dirsehan and published by Emerald Group Publishing. This book was released on 2020-11-26 with total page 382 pages. Available in PDF, EPUB and Kindle. Book excerpt: Managing Customer Experiences in an Omnichannel World explores how organizations integrating both the physical and virtual environments for consumers will enable them to effectively manage the customer experience.

Download or read book Managing Quality written by Barrie G. Dale and published by John Wiley & Sons. This book was released on 2016-06-21 with total page 352 pages. Available in PDF, EPUB and Kindle. Book excerpt: An essential quality management resource for students and practitioners alike—now in its sixth edition This popular and highly successful text on Quality Management has been fully revised and updated to reflect recent developments in the field. New to the Sixth Edition is timely coverage of agile development, emerging markets, product research, evidence based decision-making, and quality control. Some of the material has been re-ordered and changes to terminology have been made to bring the book completely up to date. Contributions from new co-author David Bamford offer insights from a veteran teacher and practitioner. A popular resource for students, academics, and business practitioners alike Combines the latest information on quality management system series standards with up-to-date tools, techniques and quality systems Includes insights on quality, operations management, and strategic process improvement Highly relevant for professionals, particularly those involved with reacting to rapid developments in the global market The word "quality" has many definitions, dependent on context and situation. It is often over-used but always in-demand, and it can make or break a business. Quality management is becoming an increasingly vital factor in the success of a product or service, and it requires constant attention and a continuous drive to do better. Managing Quality is a comprehensive resource that helps you ensure – and sustain – high quality standards.

Download or read book Driving Customer Appeal Through the Use of Emotional Branding written by Garg, Ruchi and published by IGI Global. This book was released on 2017-09-13 with total page 385 pages. Available in PDF, EPUB and Kindle. Book excerpt: The value of advertising has always been an effective way to increase consumerism among customers. Through the use of emotional branding, companies and organizations can now target new and old patrons while building a strong relationship with them at the same time, to ensure future sales. Driving Customer Appeal Through the Use of Emotional Branding is a critical scholarly resource that examines the responses consumers have to differing advertising strategies, and how these reactions impact sales. Featuring relevant topics such as multisensory experiences, customer experience management, brand hate, and product innovation, this publication is ideal for CEOs, business managers, academicians, students, and researchers that are interested in discovering more effective and efficient methods for driving business.

Download or read book Integrating New Technologies in International Business written by Gurinder Singh and published by CRC Press. This book was released on 2022-03-10 with total page 319 pages. Available in PDF, EPUB and Kindle. Book excerpt: The international business sector has been completely revolutionized due to shifts in global economy, digitization, and the Internet. Integrating New Technologies in International Business: Opportunities and Challenges explores the rapid changes in technology that have affected businesses and social environments that are offering new challenges and opportunities for small to mid-size enterprises (SMEs) and start-ups. It highlights how businesses in emerging economies are implementing the new technological innovations to compete in the global market. The chapters in the volume provide valuable insight on many cutting-edge topics on new technology in the business environment and the new digital world, or Industry 4.0, including: Internet of Things (IoT) and customer relationship management Cross-cultural management Artificial intelligence Social media advertising Multichannel banking Digital payment technology Blockchain technology Augmented reality Eye-tracking analysis This book will be a valuable resource for business leaders and managers, industry professionals, business scholars, regulatory stakeholders, policymakers, faculty and students, and those who are interested in the current trends in the state of global digitization in industrial markets. The information provided here will help readers find the most appropriate approaches for taking advantage of these new technologies.

Download or read book Hospitality Marketing and Consumer Behavior written by Vinnie Jauhari and published by CRC Press. This book was released on 2017-06-26 with total page 229 pages. Available in PDF, EPUB and Kindle. Book excerpt: Creating memories and joyous experiences for consumers is a key dimension affecting the profitability and growth of a hospitality firm. Drawing on global experiences, this new book looks at the diverse factors that create these positive experiences and provides insight into marketing and consumer behavior in the context of hospitality and tourism. The dynamics of emerging economies has been captured, and some lessons have been drawn from best practices across the globe.

Download or read book Brand Culture and Identity Concepts Methodologies Tools and Applications written by Management Association, Information Resources and published by IGI Global. This book was released on 2018-10-05 with total page 1590 pages. Available in PDF, EPUB and Kindle. Book excerpt: The world of brands is undergoing a sea change in the domain of consumer culture, and it has become a challenge to cater to the taste and needs of audiences. The process of creating iconic brands varies from product to product and market to market. Effective branding strategies are imperative for success in a competitive marketplace. Brand Culture and Identity: Concepts, Methodologies, Tools, and Applications is a vital reference source for the latest research findings on the use of theoretical and applied frameworks of brand awareness and culture. Highlighting a range of topics such as consumer behavior, advertising, and emotional branding, this multi-volume book is ideally designed for business executives, marketing professionals, business managers, academicians, and researchers actively involved in the marketing industry.

Download or read book CUSTOMER EXPERIENCE MANAGEMENT THE EXPERIENTIAL JOURNEY written by James Seligman and published by Lulu.com. This book was released on 2018-09-19 with total page 264 pages. Available in PDF, EPUB and Kindle. Book excerpt: Organizations that want to deliver required outcomes can do so by shifting gears from traditional 'command and control tactics', to a more collaborative way of working with customer interactions, ensuring relevant skills and capabilities are made available. By investing in technology, organizations that support the customer experience can provide accurate forecasting, customer in sight, and the skills and capabilities regardless of their location and time zone. Processes that span the back office to the front office should provide real time insight into the interpersonal experience journeys and enable co-creation of goods and services.

Download or read book Building Great Customer Experiences written by Colin Shaw and published by Springer. This book was released on 2002-09-13 with total page 291 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of customer experiences, companies and brands may ultimately determine customer satisfaction and loyalty and commercial success. With the use of compelling examples and cases the authors show that this is key for all companies and organisations.

Download or read book Antecedents and consequences of employee based brand equity written by Muhammad Waseem Bari and published by Frontiers Media SA. This book was released on 2023-04-06 with total page 281 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book The DNA of Customer Experience written by C. Shaw and published by Springer. This book was released on 2007-05-10 with total page 186 pages. Available in PDF, EPUB and Kindle. Book excerpt: As the World Thought Leaders on Customer Experience, Colin Shaw and the team at Beyond Philosophy have undertaken more than 18 months of groundbreaking research to discover the emotions that drive and destroy value in an organization, and can now disclose the empirical link between evoking these emotions and substantial financial returns.

Download or read book Customer Experience in Modern Marketing written by James Seligman and published by Lulu.com. This book was released on 2012-11-01 with total page 172 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Experience Management in Modern Marketing is a dynamic approach to the co-creation of value through the relationship. The book, chapter by chapter provides information, examples of how to develop and create a lasting experience for your customers

Download or read book Experience Marketing written by Bernd Schmitt and published by Now Publishers Inc. This book was released on 2011 with total page 73 pages. Available in PDF, EPUB and Kindle. Book excerpt: Experience Marketing examines a new and exciting concept that is of interest to academics and marketing practitioners who have come to realize that understanding how consumers experience brands, and how to provide appealing brand experiences for them, is critical for differentiating their offerings in a competitive marketplace. Understanding consumer experiences is a core task for consumer research, but consumer and marketing research on experience is still emerging. Experience Marketing reviews and discusses experience research conducted in various disciplines and in sub-disciplines of marketing. The author begins with an exploration of the experience concept itself. What do we mean by "experience"? What are consumer experiences? How are they different from other established constructs in our field? Next, this monograph reviews the key concepts of experience marketing and provides empirical research findings that shed light on consumer insights on experiences. It also examines the strategic management and marketing literature on customer experience and the practical frameworks for managing experiences. Finally, it explores an exciting emerging area of research-the interface of consumer experience and happiness.

Download or read book Marketing Theory written by Pauline Maclaran and published by SAGE Publications Limited. This book was released on 2008-01-18 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Marketing Theory presents a comprehensive scholarly overview of the development of marketing theory. Drawing on a variety of international sources, the three editors bring together key contributions to the field that reflect both historical and contemporary debates and influences. This major work draws together the many disparate perspectives that have contributed to the development of marketing theory to provide scholars with a substantive reference base from which to further develop the area.

Download or read book Routledge Handbook of the Tourist Experience written by Richard Sharpley and published by Routledge. This book was released on 2021-11-17 with total page 663 pages. Available in PDF, EPUB and Kindle. Book excerpt: Routledge Handbook of the Tourist Experience offers a comprehensive synthesis of contemporary research on the tourist experience. It draws together multidisciplinary perspectives from leading tourism scholars to explore emergent tourist behaviours and motivations. This handbook provides up-to-date, critical discussions of established and emergent themes and issues related to the tourist experience from a primarily socio-cultural perspective. It opens with a detailed introduction which lays down the framework used to examine the dynamic parameters of the tourist experience. Organised into five thematic sections, chapters seek to build and enhance knowledge and understanding of the significance and meaning of diverse elements of the tourist experience. Section 1 conceptualises and understands the tourist experience through an exploration of conventional themes such as tourism as authentic and spiritual experience, as well as emerging themes such as tourism as an embodied experience. Section 2 investigates the new, developing tourist demands and motivations, and a growing interest in the travel career. Section 3 considers the significance, motives, practices and experiences of different types of tourists and their roles such as the tourist as photographer. Section 4 discusses the relevance of ‘place’ to the tourist experience by exploring the relationship between tourism and place. The last section, Section 5, scrutinises the role of the tourist in creating their experiences through themes such as ‘transformations in the tourist role’ from passive receiver of experiences to co-creator of experiences, and ‘external mediators in creating tourist experiences'. This handbook is the first to fill a notable gap in the tourism literature and collate within a single volume critical insights into the diverse elements of the tourist experience today. It will be of key interest to academics and students across the fields of tourism, hospitality management, geography, marketing and consumer behaviour.

Download or read book Service Innovation written by Marja Toivonen and published by Springer. This book was released on 2016-06-09 with total page 293 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is the first book that summarizes the 20-year history of service innovation research and combines it with the future need to adopt a systems view in the field of service research. The book emphasizes that the most urgent issues of today’s economies – the development of welfare and sustainability – cannot be solved with innovations in individual service offerings only, and that innovations of service systems are increasingly needed. Various theoretical approaches and perspectives from different disciplines are included, providing a comprehensive view of the current understanding of the nature of service innovation. The book illustrates the achievements of two research traditions, one based on the general innovation theory and the other based on the service marketing theory. Service innovation is considered from the points of view of drivers, processes, practices, and outcomes. The interrelations between actors and systems are analyzed, and the nature of innovation as a new way to co-create value is highlighted. The book promotes the view that users are an important source of innovative ideas and that openness is an important success factor in innovation processes. In addition to the general nature and management of service innovation, some specific topics are included, exemplified by innovations in public services and in knowledge-intensive business services. This volume is highly recommended to readers who seek a state-of-the-art overview of the area of service innovation and its linkages to systems research.