scholarly journals WeChat mobile-payment-based smart retail customer experience: an integrated framework

2021 ◽  
Author(s):  
Yinglu Sun ◽  
Wei Xue ◽  
Subir Bandyopadhyay ◽  
Dong Cheng
Keyword(s):  
Relationship Quality ◽  
Customer Experience ◽  
Positive Influence ◽  
Mobile Payment ◽  
Communication Effectiveness ◽  
Integrated Framework ◽  
Customer Experience Management ◽  
Customer Lifetime ◽  
Smart Technologies

AbstractThe purpose of this paper is to explore the role of WeChat mobile-payment (m-payment)-based smart technologies in improving the retail customer experience and to develop an integrated framework of the smart retail customer experience including antecedents, consequences, and moderators. Based on the stimulus-organism-response (SOR) paradigm, we investigated the relationships among socio-technical stimuli, the smart retail customer experience, and relationship quality. We also developed hypotheses regarding the moderating role of customer lifetime value (CLV), which is considered an important customer characteristic. The proposed framework was empirically tested based on transaction and survey data of 462 WeChat m-payment retail customers. The results showed the following. (1) WeChat m-payment-based smart retail technology can enhance the customer experience by improving customer-perceived relationship orientation, employee-customer interaction, and communication effectiveness. (2) CLV has a positive moderating effect on the relationship between socio-technical stimuli and the customer experience. (3) The customer experience has a positive influence on relationship quality in the retail industry. Retail managers should make full use of smart retail technologies to improve the customer experience. In addition, they should emphasize the increase in CLV, as this increase enhances the positive relationship between socio-technical stimuli and the customer experience, making customer experience management more efficient.

Selecting which touchpoints to manage for customer loyalty: an empirical analysis in retail banking

2019 ◽  
pp. 39-54
Author(s):  
Marco Ieva ◽  
Cristina Ziliani
Keyword(s):  
Empirical Analysis ◽  
Customer Loyalty ◽  
Online Survey ◽  
Customer Experience ◽  
Retail Banking ◽  
Customer Experience Management ◽  
Moderating Role

Customer Experience develops through a journey of touchpoints. However, little is known on the role of touchpoints in contributing to customer loyalty, which is the final aim of Customer Experience Management. This study provides an examination of the relative and moderating role of frequency and positivity of exposure to more than twenty touchpoints and their interplay in contributing to customer loyalty. An online survey on more than three thousand consumers is run with reference to retail banking. Results show that only a small number of touchpoints is significantly related to customer loyalty. Findings point companies' attention to invest their efforts in managing both the frequency and positivity of specific touchpoints.

Memoryscape: how managers can create lasting customer experiences

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rod McColl ◽  
Jan Mattsson ◽  
Kathleen Charters
Keyword(s):  
Autobiographical Memory ◽  
Design Methodology ◽  
Customer Experience ◽  
Content Type ◽  
Customer Experience Management ◽  
Research Priority ◽  
Managerial Implications ◽  
Service Experiences ◽  
Practical Implications

Purpose A detailed conceptualization of how service experiences are transformed into a memory and the circumstances surrounding a memorable experience is not available in the customer experience literature. This paper aims to address this gap using a multi-dimensional framework (memoryscape) to explain memory processes for service experiences. Design/methodology/approach The paper integrates psychology research, and particularly autobiographical memory, within customer experience management. Findings The paper proposes a comprehensive, multi-dimensional framework (memoryscape) of memory and highlights managerial implications. Research limitations/implications Marketers have yet to fully understand the role of memory in service experience consumption. In today’s service-dominant economy, understanding more about the memoryscape should be a managerial and research priority. Practical implications The authors present four managerial priorities for managing customer experience memories. Originality/value The authors assimilate theories and empirical research in psychology, particularly autobiographical memory, to propose an integrated conceptual framework of the service memory process (memoryscape), to provide insights for managers looking to create memorable customer experiences.

Importance of CEM in CRM-CL framework

2016 ◽  
Vol 11 (1) ◽  
pp. 91-115 ◽  
Author(s):  
Jagwinder Singh ◽  
Shivani Saini
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Business Environment ◽  
Positive Influence ◽  
Customer Relationship ◽  
Content Type ◽  
Business Environments ◽  
Customer Experience Management ◽  
Proposed Model

Purpose – The purpose of this paper is to propose a model to understand the role of customer relationship management efforts in building, sustaining and enhancing customer loyalty (CL). Design/methodology/approach – This paper reviews extant literature in customer relationship management (CRM), customer experience management (CEM) and CL, with a particular emphasis on exploring the relationships between these proposed domains. Findings – The CRM efforts, customer acquisition, retention and experience, are suggested to have positive influence on attitudinal and behavioural loyalty. A model for testing the associations of customer relationship efforts to various forms of CL, including the satisfaction, trust and commitment as mediators in CRM-CL link are proposed. Research limitations/implications – This paper represents a first attempt to build and propose a conceptual framework of CRM–CL. This is an indicative research than a conclusive one. Therefore, research implications are to perform the empirical testing of model in different business environments. Practical implications – This application of proposed model in a business environment will be helpful for the marketing practitioners to well understand the customers’ changing expectations as well as to prioritize the marketing functions. The emphasis and right calculation about the acquisition, retention and experience decisions would be helpful to marketers to know the expected profitability of customers. Originality/value – This is the first paper to provide a comprehensive integrated model of CRM and CL to understand the effects of CRM efforts on various forms of CL.

CRM/e-CRM Effects on Banks Performance and Customer-Bank Relationship Quality

2014 ◽  
Vol 10 (2) ◽  
pp. 62-80 ◽  
Author(s):  
Abbas Al-Refaie ◽  
Mohammad D. AL Tahat ◽  
Nour Bata
Keyword(s):  
Relationship Quality ◽  
Structural Equation ◽  
Business Performance ◽  
Relationship Management ◽  
Positive Influence ◽  
Customer Relationship ◽  
Internet Service ◽  
Customer Support ◽  
Financial Perspective ◽  
Customer Lifetime

This research aims at examining the effects of customer relationship management (CRM) and electronic CRM (e-CRM) on banks performance in Jordan using structural equation modelling. Two structural models, I, and II are developed. Fourteen reputable Jordanian banks are selected. Results of Model I show that: (1) internet service function and customer support have significant influence on relationship management (RM), (2) marketing support function has insignificant influence on RM, which indicates, and (3) RM has positive influence on business performance; learning and growth, customer satisfaction, internal process, and financial perspective. Results of Model II reveal that: (1) the e-CRM significantly influences customer based-service attributes, (2) the e-CRM directly related with relationship quality (RQ), and indirectly affects RQ through customer based-service attributes, (3) RQ significantly influences customer lifetime value (CLV). In conclusions, although Jordanian banks should direct more marketing support to enable customer communicate with banks using e-CRM in a fast, easy and efficient way.

The Impact of Customer Experience and Relationship Quality on Corporate Reputation in the Hotel Sector

2021 ◽  
Vol 12 (2) ◽  
pp. 53-79
Author(s):  
Elsayed Sobhy Ahmed Mohamed
Keyword(s):  
Relationship Quality ◽  
Corporate Reputation ◽  
Customer Experience ◽  
Mediating Role ◽  
Long Run ◽  
Hotel Sector ◽  
Positive Direct ◽  
Makkah City ◽  
The Impact

Given the intensive competition in the hospitality industry, customer experience has become a vital concern for the hotel sector. This study examines to what extent customer experience (CE) impacts corporate reputation (CR) through the mediating role of relationship quality (RQ). The authors put forward and test a theoretical framework of direct effects of CE on CR and for RQ on CR. Moreover, the research model examined the indirect effects of CE on CR via RQ. Hypothetically, CE together with RQ is likely to influence CR. Empirical results based on a sample of 377 guests from hotels in Makkah city in KSA demonstrated that CE has a positive direct impact on RQ and positive indirect effect on CR which support the hypotheses. Results also indicate that CE provides a foundation for RQ and CR. Thus, they conjecture that CE and RQ enhance CR. Accordingly, they encourage KSA hotel sector to cultivate their CE for harnessing their RQ in order to boost CR in the long run.

scholarly journals Does the Effect of Customer Experience on Customer Satisfaction Create a Sustainable Competitive Advantage? A Comparative Study of Different Shopping Situations

2020 ◽  
Vol 12 (18) ◽  
pp. 7436 ◽  
Author(s):  
Xue-Liang Pei ◽  
Jia-Ning Guo ◽  
Tung-Ju Wu ◽  
Wen-Xin Zhou ◽  
Shang-Pao Yeh
Keyword(s):  
Customer Satisfaction ◽  
Competitive Advantage ◽  
Rapid Development ◽  
Customer Experience ◽  
Positive Influence ◽  
Sustainable Competitive Advantage ◽  
Product Experience ◽  
Customer Experience Management ◽  
The Relationship

With the rapid development of online shopping and traditional physical store shopping interweaving to form different shopping situations, customer experience has gradually become the main source of retailers’ sustainable competitive advantage through differentiation. Retailers need to continuously improve customer experience in different shopping situations to maintain long-term sustainable customer satisfaction and achieve sustainability. The study aims to examine what kind of shopping situations will influence customer experience and customer satisfaction. A total of 288 questionnaires were collected from two different shopping situations (146 questionnaires from physical stores were collected in five cities in China and 142 online questionnaires were collected from 21 provinces in China), and multiple regression analysis was adopted to test the hypotheses. As a result, we found that customer experience with staff service, shopping environment, and shopping procedure has a positive influence on customer satisfaction. Different shopping situations significantly moderate the relationships among customer experience with the shopping environment, product experience, and customer satisfaction but rarely influence customer experience with staff service and service procedures. Finally, gender significantly moderates the relationship between customer experience and customer satisfaction in different shopping situations. This study theoretically reveals the relationship between customer experience and satisfaction in different shopping situations and provides practical suggestions for retailers to form differentiated sustainable competitive advantage through customer experience management.

Sign in / Sign up

Export Citation Format

Share Document