scholarly journals Customer Experience Management Practices: A Systematic Literature Review (Abstract)

2017 ◽  
pp. 1361-1361
Author(s):  
Farah Arkadan ◽  
Emma K. Macdonald ◽  
Hugh N. Wilson
Keyword(s):  
Literature Review ◽  
Systematic Literature Review ◽  
Management Practices ◽  
Customer Experience ◽  
Customer Experience Management

A framework of customer experience management for hotel industry

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Samaneh Rahimian ◽  
Mehdi ShamiZanjani ◽  
Amir Manian ◽  
Mohammad Rahim Esfidani
Keyword(s):  
Literature Review ◽  
Systematic Literature Review ◽  
Hotel Industry ◽  
Organizational Factors ◽  
Customer Experience ◽  
Experience Design ◽  
Content Type ◽  
Customer Experience Management ◽  
Customer Identification ◽  
Hotel Managers

Purpose Creating an extraordinary and memorable customer experience is the goal of every company seeking to be a market leader. This amplifies the need for customer experience management (CEM), particularly in customer-centric industries. Despite the indispensable importance of CEM, studies conducted within this area have been scattered and no agreement has been reached upon its stages. Therefore, this paper aims to identify the main stages and steps for effective and efficient CEM in the hotel industry. Design/methodology/approach Considering the variety of approaches in the literature and also the need to explain CEM stages in the hotel industry, a systematic literature review (SLR) has been picked as the first research methodology. It entailed a systematic review of 116 academic and professional studies. Then, the framework was completed by interviewing 19 experts. Findings With SLR and complementary interviews, this study obtains a four-stage framework for CEM in the hotel industry, each comprising necessary steps. These four stages are customer identification, customer experience design, customer experience implementation and customer experience measurement, which are all executed through organizational factors such as culture, structure, leadership, human resources and technology. Research limitations/implications This study identifies CEM stages in the hotel industry via SLR and interviews. Due to dispersion in customer experience studies, the need for research on CEM in another service- and customer-based industries is apparent. Practical implications The suggested framework can help hotel managers enhance the management of their customers’ experience and deliver a superior and memorable experience. Originality/value The current study aims to add value to the literature by presenting a framework of CEM in the hotel industry. Through a systematic literature review and interviewing experts, a framework of CEM stages and steps was identified. The proposed framework allows for improving future CEM studies.

scholarly journals Customer experience management: asking the right questions

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ian R. Hodgkinson ◽  
Thomas W. Jackson ◽  
Andrew A. West
Keyword(s):  
Decision Making ◽  
Business Models ◽  
Management Practices ◽  
Management Practice ◽  
Customer Experience ◽  
Content Type ◽  
Customer Data ◽  
Customer Experience Management ◽  
New Perspective ◽  
The Right

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 experience means. The purpose of this study is to provide a new perspective on experience management and offers a novel way forward for customer-centric strategizing. Design/methodology/approach Mapping the current digital technologies being used across businesses in all sectors to engage and connect with customers more effectively, this paper outlines some of the fundamental challenges of experience management and future opportunities to enhance business practice. Findings Businesses are capturing what they know about customers, rather than what a customer thinks and feels about the firm. Many experience management initiatives create customer pains (not gains), while for businesses, decision-making can be jeopardized by fake customer data. A framework based upon the five experience dimensions is presented for optimal customer-driven decision-making. Practical implications Going beyond aggregate satisfaction scores that serve as an output rather than an input into businesses strategizing, the paper presents an actionable framework for targeted investments and enhanced experience management practices. Originality/value Businesses are seeking to grow intelligent customer experience analysis capabilities to disrupt traditional business models toward greater customer-centricity and to track the digital spread of positive and negative experiences. Examining how this is being done and where the weaknesses lie by bridging management practice and the scientific literature, this paper provides new knowledge to advance customer-centric strategies for growth and profitability.

Findings of quality management studies in primary and secondary education: a systematic literature review

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Nancy Bouranta ◽  
Evangelos Psomas ◽  
Jiju Antony
Keyword(s):  
Secondary Education ◽  
Quality Management ◽  
Literature Review ◽  
Systematic Literature Review ◽  
Management Practices ◽  
Content Type ◽  
Primary And Secondary Education ◽  
Review Study ◽  
Implementation Plans ◽  
Practical Implications

PurposeThe aim of this paper is to present the main findings of the studies in the field of quality management (QM) in primary and secondary education. Grouping these findings into themes and these themes, in turn, into broad categories as well as prioritizing the themes of findings are also aims of the present study.Design/methodology/approachA systematic literature review (SLR) of articles focusing on QM in primary and secondary education was carried out based on major publishers, namely Emerald Online, Taylor and Francis, Elsevier/Science Direct, Springer Link, Sage Publishing and Online. In total, 133 articles published in 62 journals during 1983–2019 were collected. The affinity diagram was applied in order to group the findings of the QM studies into logical themes and these themes into broad categories. Moreover, the Pareto diagram was applied to prioritize the themes revealed.FindingsA plethora of articles focusing on QM in primary and secondary education have been published in the last decades. The findings of the QM studies presented in the 133 reviewed articles are grouped into 43 themes and these themes, in turn, into 6 broad categories, namely management practices, school characteristics, teachers, stakeholders, government and pupils. The analysis also reveals themes that can be characterized as “vital” and “useful.”Practical implicationsResearchers and school managers can take into consideration the findings of the QM studies in primary and secondary education as well as the themes of high priority for the design of future studies and QM implementation plans, respectively.Originality/valueThis is the first literature review study which presents analytically the findings of the QM studies in primary and secondary education. This study also contributes to the literature by formulating meaningful themes of these findings and broad categories of these themes and by prioritizing the themes revealed.

scholarly journals LEAN MANUFACTURING ADOPTION IN MALAYSIA: A SYSTEMATIC LITERATURE REVIEW

2020 ◽  
Vol 1 (1) ◽  
pp. 01-35
Author(s):  
Azim Azuan Osman ◽  
Abdul Aziz Othman ◽  
Mohd Kamarul Irwan Abdul Rahim
Keyword(s):  
Literature Review ◽  
Systematic Literature Review ◽  
Lean Manufacturing ◽  
Success Factors ◽  
Management Practices ◽  
Implementation Strategies ◽  
Implementation Barriers ◽  
Lean Implementation ◽  
Research Themes

The purpose of this paper is to perform a systematic literature review (SLR) on lean manufacturing (LM) adoption in Malaysia while highlighting research trends and gaps from this literature. The SLR involved analysing 163 scholarly articles from international journals and conference proceedings published between the year 2005 to 2019. The articles are classified as literature review, conceptual paper, case study, and survey research. These articles were also grouped into nine meaningful research themes, named: (1) lean definitions, (2) sustaining lean adoption, (3) motivations to adopt lean, (4) lean benefits, (5) results from lean adoption, (6) lean implementation barriers, (7) lean success factors, (8) lean implementation/ assessment models, and (9) lean integration with other management practices. The review findings shall help scholars and practitioners to identify research opportunities, design their future studies and/or implementation strategies, accordingly.

scholarly journals Best practices in implementing a project management office: a systematic review of the literature

2020 ◽  
Vol 14 (4) ◽  
pp. 448-463
Author(s):  
Gustavo Oliveira Pinto ◽  
Luiz Carlos Brasil de Brito Mello ◽  
Thaís Spiegel
Keyword(s):  
Project Management ◽  
Literature Review ◽  
Best Practices ◽  
Systematic Literature Review ◽  
Management Practices ◽  
Review Of The Literature ◽  
Project Management Office ◽  
Strategic Objectives ◽  
Organizational Variables ◽  
Implementation Challenges

Highlights: Project management office (PMO) is structurally configured in a particular way to adapt to the peculiarities of each organization and its strategic objectives, in order to promote project management practices. The purpose of this article is to explore the best practices for project management office implementation. A systematic literature review was conducted using 104 documents published between 2000 and 2018. The research allowed the identification of PMO's data, such as functions, models, best practices in implementation, challenges to implementation, and success factors.Goal: The purpose of this article is to explore the best practices for project management office implementation.Design/Methodology/Approach: A systematic literature review was conducted using 104 documents published between 2000 and 2018.Results: The research allowed the identification of PMO's data, such as functions, models, best practices in implementation, challenges to implementation, and success factors.Limitations of the investigation: Other factors related to PMO, such as the implementation phases, maturity models, process groups, and organizational variables that affect PMO.Practical implications: It is observed that there are relevant issues in PMO implementation structuring that are not consolidated, making it difficult for organizations to base their implementation on the available theoretical frameworks.Originality/value: As a result, it became evident that there is a lack of standardization of those characteristics related to the PMO; and that the so-called "best practices" require more academic studies before they can be established.

A systematic literature review on research data management practices and services

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Murtaza Ashiq ◽  
Muhammad Haroon Usmani ◽  
Muhammad Naeem
Keyword(s):  
Literature Review ◽  
Data Management ◽  
Systematic Literature Review ◽  
Academic Libraries ◽  
Management Practices ◽  
Developed Countries ◽  
Research Data ◽  
Open Access Publishing ◽  
Content Type ◽  
Research Data Management

Purpose Research data management (RDM) has been called a “ground-breaking” area for research libraries and it is among the top future trends for academic libraries. Hence, this study aims to systematically review RDM practices and services primarily focusing on the challenges, services and skills along with motivational factors associated with it. Design/methodology/approach A systematic literature review method was used focusing on literature produced between 2016–2020 to understand the latest trends. An extensive research strategy was framed and 15,206 results appeared. Finally, 19 studies have fulfilled the criteria to be included in the study following preferred reporting items for systematic reviews and meta-analysis. Findings RDM is gradually gaining importance among researchers and academic libraries; however, it is still poorly practiced by researchers and academic libraries. Albeit, it is better observed in developed countries over developing countries, however, there are lots of challenges associated with RDM practices by researchers and services by libraries. These challenges demand certain sets of skills to be developed for better practices and services. An active collaboration is required among stakeholders and university services departments to figure out the challenges and issues. Research limitations/implications The implications of policy and practical point-of-view present how research data can be better managed in the future by researchers and library professionals. The expected/desired role of key stockholders in this regard is also highlighted. Originality/value RDM is an important and emerging area. Researchers and Library and Information Science professionals are not comprehensively managing research data as it involves complex cooperation among various stakeholders. A combination of measures is required to better manage research data that would ultimately move forward for open access publishing.

scholarly journals Customer Experience in Retail: A Systematic Literature Review

2020 ◽  
Vol 10 (21) ◽  
pp. 7644
Author(s):  
Camila Bascur ◽  
Cristian Rusu
Keyword(s):  
Literature Review ◽  
Competitive Advantage ◽  
Systematic Literature Review ◽  
Customer Experience ◽  
Evaluation Methods ◽  
Definition Of

The customer experience (CX) is a concept that has been closely studied by companies in recent years. This is because it is one of the most important factors in maintaining a competitive advantage. In addition, it is customers who seek to create an experience that goes beyond the acquisition of a product. In this article, we present a systematic literature review of the CX in retail. We reviewed articles published over the last ten years related to (1) the definition of the CX; (2) dimensions, attributes, and factors that influence the CX in retail; (3) methods used to evaluate the CX in retail; and (4) potential heuristics to evaluate the CX in general and, in particular, in retail. We analyzed 67 articles, and the obtained result shows that (1) multiple definitions exist in different contexts; (2) the dimensions, such as the conceptualization of the CX, vary depending on the context; (3) the evaluation methods found do not comprehensively evaluate the CX; (4) there is no evidence of heuristics used to evaluate the CX.

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