نتایج جستجو برای: customer experience management

تعداد نتایج: 1225507  

Journal: :تحقیقات بازاریابی نوین 0
behzad hakiminya amirhasan kamali sarvestani mahboobe mahboobe sadeghzadeh tabrizi mojtaba saeidizadeh

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...

Journal: :Management Science 2016
Aparupa Das Gupta Uday S. Karmarkar Guillaume Roels

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...

Journal: :The Journal of Marketing Theory and Practice 2021

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...

Journal: :Global Business and Organizational Excellence 2014

2012
Ina Friedrich Lubov Kosch Michael H. Breitner

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...

Journal: :Journal of Brand Management 2007

2003
Marianna Sigala

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...

بهرامی, محمد امین, عباس زاده, محمد, عسکری, روح اله, علیزاده, مراد,

Background: Customer relationship management is a modern marketing concept which is also considered as a successful business strategy. The present study aimed to design a customer relationship management model in the hospital. Methods: The study is an applied research performed in 2 phases of 1) texts investigation and 2) the experts' opinions to achieve consensus. Data were analyzed using SPS...

Journal: :JTAER 2012
John R. Rossiter

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...

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