Measuring customer experience management and its impact on financial performance

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Richard R. Klink ◽  
Jason Q. Zhang ◽  
Gerard A. Athaide
Keyword(s):  
Financial Performance ◽  
Customer Experience ◽  
Equation Modeling ◽  
Outcome Variable ◽  
Content Type ◽  
Financial Outcomes ◽  
Customer Experience Management ◽  
Main Effect ◽  
Market Turbulence ◽  
The Impact

Purpose With the considerable attention given to customer experience (CX) today, customer experience management (CXM) has been touted as one of the most promising management approaches for organizations. The purpose of this paper is threefold: develop a scale to measure the CXM construct, investigate the financial outcomes of CXM and assess the impact of moderator variables (e.g. market turbulence) on these financial outcomes while accounting for the effects of control variables (e.g. firm size). Design/methodology/approach The study involves a survey of 233 firms (across 10 industries) involved in CXM. Confirmatory factor analysis (CFA), structural equation modeling (SEM), instrumental variables and moderated regression analyzes are used to test four hypotheses. Findings The results support treating CXM as a second-order construct comprising three dimensions: cultural mindset toward CXs, strategic directions for designing CXs and firm capabilities of continually renewing CXs. Furthermore, CXM is positively related to financial performance; this effect increases as market turbulence, competitive intensity and technological turbulence increases. Research limitations/implications With our CXM measure, future research can advance CXM theory by examining other outcome variables (e.g. employee satisfaction) and moderators (e.g. culture), as well as introduce antecedents to CXM (e.g. company heritage). Limitations include the concerns normally associated with using self-reported measures of performance, convenience samples and cross-sectional designs. Practical implications This research provides managerial prescriptions of when to invest in CXM initiatives to enhance financial performance. It also provides managers a CXM diagnostic to help assess their level of CXM maturity. Originality/value This paper develops CXM theory by advancing a measure of the CXM construct, relating the construct to an outcome variable (main effect) and introducing moderating variables to shed light on the generalizability of the main effect.

scholarly journals Complexity and the triple bottom line: an information-processing perspective

2017 ◽  
Vol 37 (9) ◽  
pp. 1142-1163 ◽  
Author(s):  
Frank Wiengarten ◽  
Muhammad Usman Ahmed ◽  
Annachiara Longoni ◽  
Mark Pagell ◽  
Brian Fynes
Keyword(s):  
Information Processing ◽  
Financial Performance ◽  
Structural Equation ◽  
Negative Impact ◽  
Triple Bottom Line ◽  
Structural Equations ◽  
Equation Modeling ◽  
Bottom Line ◽  
Content Type ◽  
The Impact

Purpose The purpose of this paper is to empirically investigate the impact of complexity on the triple bottom line by applying information-processing theory. Specifically, the paper assesses the impact of internal manufacturing complexity on environmental, social, and financial performance. Furthermore, the paper assesses the moderating role of connectivity and shared schema in reducing the potential negative impact of complexity on performance. Design/methodology/approach Multi-country survey data collected through the Global Manufacturing Research Group were utilized to test the hypotheses. The authors used structural equation modeling to test the measurement and initial structural model. Furthermore, to test the proposed moderating hypotheses, the authors applied the latent moderated structural equations approach. Findings The results indicate that while complexity has a negative impact on environmental and social performance, it does not significantly affect financial performance. Furthermore, this negative impact can be reduced, to some extent, through connectivity; however, shared schema does not significantly impact on the complexity-performance relationship. Originality/value This study presents a comprehensive analysis of the impact of complexity on sustainability. Furthermore, it provides managerial applications as it proposes specific tools to deal with the potential negative influences of complexity.

Effect of digital banking-related customer experience on banks’ financial performance during Covid-19: a perspective from Vietnam

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Nhung Thi Hong Nguyen ◽  
Nguyen Kim-Duc ◽  
Teresa Lien Freiburghaus
Keyword(s):  
Customer Satisfaction ◽  
Financial Performance ◽  
Positive Impact ◽  
Financial Statements ◽  
Customer Experience ◽  
Moderator Variable ◽  
Content Type ◽  
Considerable Impact ◽  
Intermediate Variables ◽  
The Impact

Purpose This study aims to investigate customer experience (CE) and its relationship with intermediate variables to analyze the impact of digital banking (DB) on banks’ financial performance (FP) before Covid-19 and during the lockdown in Vietnam. Design/methodology/approach These research data are from a survey of Vietnamese customers. The survey was deployed to a sample of 238 and 218 customers of 20 Vietnamese commercial banks via email in 2018Q4 and 2020Q2, respectively. FP is measured using banks’ quarterly financial statements before Covid-19 and during the lockdown. Findings CE with DB had a significant and positive impact on FP via customer satisfaction before Covid-19, while the other two intermediate variables (word-of-mouth [WoM] and trust) had no considerable impact. During the lockdown, only WoM had a positive impact on FP. These findings indicate that before Covid-19, when customers could easily interact with their bank through many touchpoints, customer satisfaction with DB services created higher FP for the bank. However, during the lockdown, DB became the customer’s main touchpoint and WoM mediated the CE–FP relationship. Originality/value During the national lockdown from the beginning of the Covid-19 pandemic in January 2020, customers in Vietnam may have had different experiences with DB when no alternate modes of payment were available. The study uses Covid-19 as a moderator variable to offer different viewpoints and findings related to CE with DB and its impact on FP.

Consequences of customer engagement and customer self-brand connection

2018 ◽  
Vol 32 (4) ◽  
pp. 387-399 ◽  
Author(s):  
Miguel Ángel Moliner ◽  
Diego Monferrer-Tirado ◽  
Marta Estrada-Guillén
Keyword(s):  
Financial Performance ◽  
Structural Equation ◽  
Banking Sector ◽  
Physical Contact ◽  
Customer Engagement ◽  
Equation Modeling ◽  
Content Type ◽  
New Information ◽  
Empirical Perspective ◽  
The Impact

Purpose The purpose of this paper is to analyze the impact of the customer engagement and customer self-brand connection on customer advocacy and firms’ financial performance. The research focuses on the financial sector and studies a complex organization with a uniform strategy, but which attends the public in different centers (bank branches). Design/methodology/approach A theoretical model of effects is tested using dyadic methodology, with 225 dyads (bank branch manager – average of five customers). The authors use structural equation modeling (EQS6.1) to test the relationships. Findings The results corroborate the hypotheses, with the exception of the influence of customer self-brand connection on financial performance. These analyses show that in the banking sector, where the intensive use of new information and technologies has led to a reduction in direct physical contact with the customer, the off-line experience continues to have a notable economic impact. Furthermore, investment in the brand from an experiential approach determines customer advocacy. Originality/value The contribution of this paper is twofold. This research analyzes from a theoretical and empirical perspective the impact of the customer engagement and customer self-brand connection on customer advocacy and firms’ financial performance.

scholarly journals Quality ambidexterity, competitive strategies, and financial performance

2017 ◽  
Vol 37 (10) ◽  
pp. 1496-1519 ◽  
Author(s):  
Ahmad Herzallah ◽  
Leopoldo J. Gutierrez-Gutierrez ◽  
Juan Francisco Munoz Rosas
Keyword(s):  
Financial Performance ◽  
Competitive Strategy ◽  
Structural Equation ◽  
West Bank ◽  
Equation Modeling ◽  
Competitive Strategies ◽  
The West ◽  
Content Type ◽  
Study Results ◽  
The Impact

Purpose The purpose of this paper is to examine the relationship between quality ambidexterity (QAMB), competitive strategies (cost leadership, differentiation, and focus), and firm performance in Palestinian industry, and to analyze the combination of quality exploitation (QEI) and quality exploration (QER) (QAMB) associated with the different levels of each competitive strategy. Design/methodology/approach Using data collected through a survey of 205 Palestinian industrial firms, the study conducted structural equation modeling to test the proposed relationships. Additional statistical analyses were applied to the combinations of QEI and QER for each competitive strategy. Findings The results show a positive and significant relationship between QAMB and three competitive strategies, and between competitive strategies and financial performance, focus strategy excepted. Balanced combination with similar levels of QEI and QER is found to be more suitable for higher levels of competitive strategies implementation, whereas an excess of QER over QEI is associated with lower levels of strategies implementation. Research limitations/implications Although Palestine has two regions, the West Bank and the Gaza Strip, all survey respondents were from the West Bank. The data used in this study come from the industrial sector only. Originality/value This study is the first empirical test to examine the impact of QAMB on financial performance through competitive strategies. The study results may help managers to implement QEI and QER practices in order to allocate resources effectively and ultimately improve financial performance.

scholarly journals Customer experience management and business performance

2015 ◽  
Vol 7 (1) ◽  
pp. 90-106 ◽  
Author(s):  
Lars Grønholdt ◽  
Anne Martensen ◽  
Stig Jørgensen ◽  
Peter Jensen
Keyword(s):  
Financial Performance ◽  
Structural Equation ◽  
Business Performance ◽  
Least Squares Method ◽  
Market Performance ◽  
Customer Experience ◽  
Equation Model ◽  
Content Type ◽  
High Performing ◽  
Customer Experience Management

Purpose – The purpose of this paper is to examine how essential dimensions of customer experience management (CEM) drive business performance in Danish companies. Design/methodology/approach – An empirical study is conducted to investigate the relationships between seven CEM dimensions, differentiation, market performance and financial performance. The conceptual model is operationalized by a structural equation model, and the model is estimated and tested by using the partial least squares method. A survey among 484 companies in Denmark forms the empirical basis for the study. Findings – The findings provide evidence that the seven CEM dimensions influence differentiation, market performance and financial performance. High-performing companies differ significantly from low-performing companies with regard to how they master the CEM, meaning that those companies which incorporate superior customer experience into their products and service enjoy measurable financial success. Research limitations/implications – This study is limited to the seven identified CEM dimensions in Danish companies. Practical implications – This study has clear implications in terms of identifying and measuring the importance of essential CEM dimensions which influence business performance. The results can help companies to understand CEM and develop CEM strategies. Originality/value – The paper provides a deeper insight into CEM and how CEM works.

The environment-strategy-structure fit and performance of industrial servitized SMEs

2018 ◽  
Vol 29 (2) ◽  
pp. 301-328 ◽  
Author(s):  
Laure Ambroise ◽  
Isabelle Prim-Allaz ◽  
Christine Teyssier ◽  
Sophie Peillon
Keyword(s):  
Environmental Factors ◽  
Financial Performance ◽  
Business Model ◽  
Structural Equation ◽  
Organizational Design ◽  
Primary Data ◽  
Equation Modeling ◽  
Strong Impact ◽  
Content Type ◽  
The Impact

Purpose The purpose of this paper is to examine the environment-strategy-structure fit in the context of industrial servitization and its impact on the profitability of manufacturing SMEs. Design/methodology/approach Data were collected from face-to-face interviews with the CEOs of 184 French manufacturing SMEs. These primary data were complemented by the indicators extracted from a financial database to ensure objective measures of financial performance. Analyses were conducted by means of partial least squares structural equation modeling. Findings The research tests the impact of the organizational design (customer interface, service delivery system and service culture (SC)) on financial performance. It also tests the moderating effect on this relationship of servitization strategies adopted by the firm (added services (AS), activities reconfiguration (AR) and business model reconfiguration (BMR)) and the environment in which the firm is situated (industry dynamism, competitive intensity and industry munificence). Research limitations/implications This study considers the coalescence of the environment-strategy-structure to be a driver of firm performance in the context of industrial firms’ servitization. Three specific servitization strategies (AS, AR and BMR) are suggested based on the service offering’s impact on the customer’s activity chain or business model. Practical implications The research proposes some optimal organizational design depending on servitization strategy and environmental factors; for example, SC has a strong impact on financial performance when BMR is adopted. Originality/value This empirical study is based on an extended sample of 184 SMEs and provides quantitative support for the claim that good alignment between strategy and organizational design based on environmental factors increases profitability.

The impact of multinational corporations’ socially responsible supplier development practices on their corporate reputation and financial performance

2019 ◽  
Vol 50 (1) ◽  
pp. 3-25 ◽  
Author(s):  
Prema Latha Subramaniam ◽  
Mohammad Iranmanesh ◽  
Kavigtha Mohan Kumar ◽  
Behzad Foroughi
Keyword(s):  
Financial Performance ◽  
Multinational Corporations ◽  
Corporate Reputation ◽  
Social Performance ◽  
Equation Modeling ◽  
Supplier Development ◽  
Socially Responsible ◽  
Content Type ◽  
The Impact ◽  
The Relationship

Purpose In the literature on sustainable supply chain management, the social pillar of sustainability has received relatively little attention, especially in developing countries. The purpose of this paper is to test empirically the impacts of supplier development practices on suppliers’ social performance. Furthermore, the impact of suppliers’ social performance on MNCs’ social performance was investigated and corporate reputation was proposed as a potential explanation for the relationship between MNCs’ social and financial performance. Design/methodology/approach Data were obtained from a survey of 141 multinational companies (MNCs) in Malaysia which were listed in the Federation of Malaysia Manufacturers’ directory 2017. Data were analyzed using partial least squares structural equation modeling. Findings The results show that among the four proposed practices, supplier development and supplier collaboration have significant effects on suppliers’ social performance and consequently on the multi-national companies’ social performance. According to these results, multi-national companies’ corporate reputation mediates the relationship between their social and financial performance. Practical implications These results will be useful in helping managers of MNCs to realize that simply monitoring suppliers and giving them incentives are not effective ways of enhancing social responsibility among suppliers; instead, supplier development and collaboration such as technical support and training are needed. Originality/value The results extend the literature on socially responsible supplier development practices by testing empirically the impacts of four popular practices in the literature and showing that supplier monitoring and incentives have no effect.

The impact of lean manufacturing practices on operational and financial performance: the mediating role of agile manufacturing

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Meriem Khalfallah ◽  
Lassaad Lakhal
Keyword(s):  
Financial Performance ◽  
Lean Manufacturing ◽  
Agile Manufacturing ◽  
Operational Performance ◽  
Equation Modeling ◽  
Just In Time ◽  
Content Type ◽  
Time Production ◽  
The Impact

PurposeThis empirical study aims to explore the link between lean manufacturing practices (total quality management, just-in-time production, just-in-time purchasing, total productive/preventive maintenance), agile manufacturing, and operational and financial performance.Design/methodology/approachData were collected from 205 Tunisian manufacturing firms, and the results were analyzed using structural equation modeling.FindingsThe results indicate that (1) lean manufacturing practices have a direct positive relationship with agile manufacturing except for just-in-time production, (2) agile manufacturing has a positive impact on operational performance and (3) lean manufacturing practices did not seem to contribute directly to operational performance. However, this relationship is significant when it is mediated through agile manufacturing.Research limitations/implicationsThis paper shows practitioners the importance of lean manufacturing practices to support agile manufacturing and the key role of agile manufacturing to ensure operational performance.Originality/valueThis paper presents an innovative approach since it studies simultaneously the three dimensions of lean manufacturing and their relationship with agile manufacturing and organizational performance.

Does institutional ownership engagement matter for greater financial performance?

2019 ◽  
Vol 61 (2) ◽  
pp. 359-383
Author(s):  
Brahmadev Panda ◽  
N.M. Leepsa
Keyword(s):  
Panel Data ◽  
Financial Performance ◽  
Developing Economies ◽  
Institutional Ownership ◽  
Equation Modeling ◽  
Data Set ◽  
Content Type ◽  
Listed Firms ◽  
Pressure Sensitive ◽  
The Impact

Purpose Previous empirical evidence scrutinizing the impact of the institutional ownership on the firm performance has produced inconclusive results and mostly concentrated in the developed market. Hence, the purpose of this paper is to assess the impact of the ownership engagement by pressure-resistant, pressure-sensitive and foreign institutions on the corporate financial performance in a developing market like India post US financial crisis. Design/methodology/approach This study considers a panel data set of 361 Indian listed firms from National Stock Exchange (NSE) 500 index for a period of eight years from financial year (FY) 2008-2009 to FY 2015-2016. The panel data regression (pooled ordinary least square [OLS], fixed-effect [FE] and random-effect [RE]) and simultaneous equation modeling are used by considering the institutional ownership engagement as both exogenous and endogenous variable. Findings The test results show that institutional ownership engagement by the pressure-resistant and foreign institution have a robust and positive effect, while ownership engagement by the pressure sensitive institution has an adverse impact on the financial performance of the Indian listed firms. Research limitations/implications The findings will boost the monitoring activities of the institutional owners in the developing markets. The investment from pressure-resistant and foreign institutions needs to be augmented in Indian firms to improvise their governance functions and performance. Originality/value This research will enrich the governance literature of the developing economies as the studies on institutional ownership engagement are limited in the developing world. Further, this study adds value by capturing two emerging institutional ownership category such as the pressure-resistant and pressure-sensitive, which are still untouched in the Indian context. Next, the consideration of the institutional ownership as both exogenous and endogenous is also novel to the Indian literature.

The role of interactive practice in business performance

2020 ◽  
Vol 120 (8) ◽  
pp. 1521-1542 ◽  
Author(s):  
Chao Feng ◽  
Nannan Xi ◽  
Guijun Zhuang ◽  
Juho Hamari
Keyword(s):  
Social Media ◽  
Financial Performance ◽  
Equation Modeling ◽  
Content Type ◽  
It Capability ◽  
Positive Effects ◽  
Marketing Performance ◽  
The Impact ◽  
Positive Effect

PurposeDespite the relatively long research continuum on IT capability and performance, the “IT capability-performance” link has remained hazy especially related to the mediating role of IT-based communication and networking overall. Therefore, this study investigates how IT capability affects Internet interactive practice and how it further affects marketing effectiveness and firm success.Design/methodology/approachThe authors collected the survey data from 504 manufacturers in China, and structural equation modeling is used to test the hypotheses.FindingsThe results indicate that (1) IT capability has positive effects on both interorganizational systems (IOS)-enabled and social media (SM)-enabled interactive practice; (2) IOS-enabled interactive practice has a significant positive effect on both marketing and financial performance while SM-enabled interactive practice has a positive effect on marketing performance but no effect on financial performance; (3) IOS-enabled interactive practice mediates the effect of IT capability on marketing and financial performance while SM-enabled interactive practice only mediates the effect of IT capability on marketing performance; (4) marketing performance mediates the impact of IOS-enabled and SM-enabled interactive practice on financial performance.Originality/valueThis study has highlighted the role of social media practice in the relationship between IT capability and firm performance, which makes certain theoretical contributions to the existing research.

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