This research attempts to examine how customer relationship management and experience influence satisfaction in Lampung Province retail complexes. Data was taken using non-random sampling method with purposive technique used meet the number of samples as many 135 respondents. Validity, reliability, construct variance extraction were evaluate quality data. Prior data analysis, Liliefors normal r...

Customer eXperience is a blue print of customer requirements. In this era of heightened competition and volatile global economy, delivering services originating from diverse sources, without satisfying thorough customer experience practices may increase customer dissatisfaction, and churn rate. In order to guarantee rich customer experience, the service delivery mechanism should shift towards c...

Emphasizes the controllability of customer-to-customer interaction in the higher education environment. Argues that students’ satisfaction or dissatisfaction with their experience of a university may be significantly influenced by their experience of other students. Customer compatibility management supplements other approaches to quality management, such as TQM. Tutors and managers of the educ...

Purpose Customer experience is more critical than ever to firms’ successes and future growth opportunities. Typically measured through aggregate satisfaction scores, businesses have been criticized for oversimplifying what means. The purpose of this study provide a new perspective on management offers novel way forward customer-centric strategizing. Design/methodology/approach Mapping the curre...

Data governance (DG) has emerged as the primary tool for assuring that the information assets of an enterprise are managed in compliance with a uniform set of policies and procedures. DG is still an evolving practice, but several processes and systems are generally regarded as standard components of DG. For example, a business glossary, data dictionaries, a data quality program, and master data...

In this paper, we study the effect of information-technology (IT) investments on firms’ customer-satisfaction performance. Although much of the prior work on the business value of IT at the firm level focused on financial and accounting measures, this paper explores the effect of IT investments on more qualitative outputs, such as improved customization, product variety and customer convenience...

This research advanced the development for a theoretical framework of service experience in Service Science discipline. Service experience is composed of a series of complicated services and influenced by many factors. Customer psychological status is the important one to be investigated. Accordingly, we proposed a theoretical framework of service experience based on the perspectives of custome...