Customer eXperience Evaluation Methodologies: A Literature Review

2021 ◽  
Author(s):  
Luis Rojas ◽  
Daniela Quiñones
Keyword(s):  
Literature Review ◽  
Customer Experience ◽  
Evaluation Methodologies

scholarly journals Methods for demonstrating the value of public libraries in the UK: a literature review

2011 ◽  
Vol 35 (109) ◽  
pp. 3-39 ◽  
Author(s):  
Christine Rooney-Browne
Keyword(s):  
Literature Review ◽  
Best Practice ◽  
Public Libraries ◽  
Social Research ◽  
Public Library ◽  
Local Authorities ◽  
Evaluation Methodologies ◽  
Wide Range ◽  
Information Professionals ◽  
The Uk

This paper summarises the findings of a report commissioned by the Chartered Institute of Library and Information Professionals' (CILIP) Library and Information Research Group (LIRG) to produce a comprehensive review of existing quantitative and qualitative evaluation methodologies for demonstrating the value of public libraries in the United Kingdom (UK). A thorough literature review of existing research was carried out and an investigation into best practices for evaluating impact was conducted. A wide range of journals and books published within the fields of library and information science and social research have been consulted. Relevant White Papers and Reviews; such as those published by the Chartered Institute of Library and Information Professionals (CILIP), the Scottish Library and Information Council (SLIC); the Museums, Libraries and Archives Council (MLA), the Department of Culture, Sport and Media (DCMS); and the American Library Association (ALA) have been analysed. Additional online searches helped to identify models of best practice; and the most up to date methods currently in use for measuring value outside of the UK. During the early stages of the literature review it became clear that a limited amount of research has been carried out in the UK field of public library valuation. Although academic researchers at Loughborough, Sheffield and Strathclyde University have published various journal articles and reports on this topic there is a lack of evidence that local authorities have been implementing the methodologies that the academics have recommended. Although it is possible that some local authorities may be working in isolation to implement bespoke evaluation methodologies it has been difficult to uncover examples of best practice in the UK. Therefore, as the literature review progressed the author expanded beyond the UK public library sector, and into the broader areas of economics, sociology and psychology. This enabled a more thorough understanding of the increase in evaluations, incentives, benchmarking, objective setting, accountability; and social and economic auditing. It is anticipated that the findings of this research will help the sector to develop more appropriate models for demonstrating the value of public libraries in the 21st century. The original report was compiled in June 2010.

scholarly journals Omnichannel Customer Experience: A Literature Review

2021 ◽  
Author(s):  
Lisnawati ◽  
Ratih Hurriyati ◽  
Disman ◽  
Vanessa Gaffar
Keyword(s):  
Literature Review ◽  
Customer Experience

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.

Customer experience management in hospitality

2018 ◽  
Vol 30 (1) ◽  
pp. 21-56 ◽  
Author(s):  
Jay Kandampully ◽  
Tingting(Christina) Zhang ◽  
Elina Jaakkola
Keyword(s):  
Literature Review ◽  
Human Resources ◽  
Hospitality Industry ◽  
Customer Experience ◽  
Extensive Literature ◽  
Comprehensive Overview ◽  
Content Type ◽  
Business Context ◽  
Customer Experience Management ◽  
Marketing Operations

Purpose In the contemporary hospitality industry, superior customer experiences are essential in gaining customer loyalty and achieving a competitive advantage. However, limited research addresses this subject. The purpose of this study is to advance scholarly research on customer experience management (CEM) in the hospitality field by providing a comprehensive overview of the key elements of CEM, a framework for managing customer experience and a rich agenda for research. Design/methodology/approach An extensive literature review produces a comprehensive overview of the existing knowledge of CEM. A synthesis of previous literature reveals the need for additional, contemporary information sources. The study is, therefore, supplemented by invited commentaries on CEM from senior scholars and hospitality managers. Findings The proposed model takes a holistic perspective on managing a positive customer experience, through collaboration among marketing, operations, design, human resources and strategy, in association with technology and social media. Research limitations/implications The literature review and commentaries from leading experts reveal six areas for further research on CEM in the hospitality industry. Originality/value This study provides a comprehensive, systematic review of CEM literature and detailed understanding of the mechanisms for managing customer experiences in the hospitality industry. It integrates state-of-the-art CEM knowledge in the generic business context, along with principles of hospitality management, and advances CEM research by emphasizing the need for collaboration among marketing, operations and human resources.

Children as actors of tomorrow’s hypermarket experience

2019 ◽  
Vol 47 (6) ◽  
pp. 699-711
Author(s):  
Maria D. De-Juan-Vigaray ◽  
Monali Hota
Keyword(s):  
Literature Review ◽  
Past Research ◽  
Customer Experience ◽  
Future Research ◽  
Specific Reference ◽  
Content Type ◽  
Independent Variables ◽  
Parents And Children ◽  
Shopping Experience ◽  
The Impact

Purpose The purpose of this paper is to see how children aged 7–11 years can become the actors of tomorrow’s hypermarket experience by providing a review of past research on children as retail consumers, with a specific reference to their customer experience. Design/methodology/approach The literature review will be organised by presenting a “child hypermarket customer experience” model. Finally, a conceptual and methodological critique of past research will be presented followed by the revised model and conclusions. Findings The literature review finds six independent variables presented in the model: customer satisfaction, in-store conflicts, buying intention, purchase basket value, loyalty and average time spent in store measure a positive hypermarket shopping experience for children. There are then six types of mediators presented in the updated model: type of product, product offering, pocket money amount, environment, technology (games, tablets) and experiential marketing that mediate the impact of these independent variables on children as the actors of tomorrow’s hypermarket experience. Research limitations/implications This paper is conceptual in nature. Future research should empirically validate the conceptual model developed in the paper for children 7–11 years of age. Practical implications The conceptual discussion shows that hypermarket managers can use technology such as games and tablets not only to reduce the conflicts between parents and children in hypermarkets but also positively impact on the average time spent in the store. Further, the discussion shows that hypermarket managers can offer children the experience they expect with the use of specific experiential stimuli adapted to children in “children’s aisles” such as toys, children’s clothing, children’s hi-tech and children’s books. They can also theme the experience for children using memorabilia and the engagement of senses. Managerial research should empirically validate this for children 7–11 years of age. Originality/value This is the first study that conceptually creates a model of children as the actors of tomorrow’s hypermarket experience. This is something that empirically researched will enhance the understanding of young consumers’ behaviour in the retail process in this advanced age of retailing.

scholarly journals Analysis of methodologies used to assess bioethanol sustainability

2020 ◽  
Vol 9 (11) ◽  
pp. e2099119794
Author(s):  
Larissa Pedrosa de Melo ◽  
José Jailton Marques ◽  
Inaura Carolina Carneiro da Rocha
Keyword(s):  
Literature Review ◽  
Alternative Energy ◽  
Three Dimensions ◽  
Promising Alternative ◽  
Evaluation Methodologies ◽  
Factors Influencing ◽  
Social Environmental

Considering the importance of the search for sustainability and the growing emphasis given to biofuels, promoted as a promising alternative energy, this study highlights the relevance of research that evaluates sustainability in the bioenergy sector, specifically bioethanol. The present work aims to analyze methodologies aimed at assessing the sustainability of bioethanol using a literature review and, based on this analysis, indicate the most suitable methodology. The most popular methodologies used to assess the sustainability of bioethanol were identified from the bibliographic survey and screened according to pre-established criteria of exclusion, based on keywords, and inclusion, regarding the pillars and biofuel addressed. First, it was found that the studies were conducted in different regional contexts and used different methodologies, which could provide both quantitative and qualitative results. After screening and selection, the evaluation methodologies adopted by each author were analyzed. This analysis made it possible to recognize the factors influencing the choice of methodology, where the suitability of a methodology to the particularities of each case was of great importance. Finally, considering the pre-defined criteria for assessing the sustainability of bioethanol, this paper recommends the GBEP (Global Bioenergy Partnership) methodology as the most appropriate, especially since it was created specifically for the bioenergetic sector and has an accessible application protocol. Lastly, it was also noted that few publications evaluate the sustainability of bioethanol considering its entire three dimensions (social, environmental, and economic), emphasizing the importance of developing more studies with this approach.

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