the increasing growth and development of communications technology has created a major change indifferent aspects of human life and organizational performance. new technologies have changed function and attitudes of individuals and organizations and have become an important aspect in creating new jobs and innovation in organizations. development of new phenomena such as electronic business, ele...

For many consumer-intensive (B2C) services, delivering memorable customer experiences is a source of competitive advantage. Yet, there are few guidelines available for designing service encounters with a focus on customer satisfaction. In this paper, we show how experiential services should be sequenced and timed to maximize satisfaction of customers who are subject to memory decay and acclimat...

Immersive technologies are redefining and revolutionizing the staging of experiences co-creation value, implicating management customer experiences. However, limited studies have looked at role immersive as part experience (CXM) process. Incorporating concepts economy value co-creation, this study proposes a dynamic CXM framework that highlights emerging field like augmented virtual reality bus...

Selecting suitable customer relationship management systems (CRM) is a decision problem with economic, behavioural, technical and functional implications. It is important to methodically identify an appropriate solution with regard to the various aspects of the decision. In this paper, a practical test of the previously developed customer relationship management system selection (CRMSS) process...

Travellers are becoming more price sensitive, less brand loyal and more sophisticated. To enhance guest loyalty, hotels must focus on developing Customer Relationship Management (CRM) strategies that aim to seek, gather, store and share guest information throughout the entire organisation for creating personalised, unique guests experiences. Although CRM in the hospitality industry has been def...

E-service questionnaires must be content-aligned with the company or organization’s customer relationship management system (CRM). Four phases of qualitative research will ensure this alignment. The first phase is a qualitatively evaluative search of the practitioner literature on e-retailing, both B2B and B2C, and on CRM so as to capture evolving knowledge in both fields. The second phase is i...