scholarly journals Bankacılıkta Müşteri Deneyimine Yönelik Bibliyometrik Analiz:1991-2020 Dönemine Ait Temaların ve İlişki Ağlarının Belirlenmesi (Bibliometric Analysis of Customer Experience in Banking: Determining The Themes and Relationship Networks of the Period 1991-2020)

2021 ◽  
Vol 13 (2) ◽  
pp. 1856-1871
Author(s):  
Gülsen ALKAÇ ÖZDEMİR ◽  
Murat Hakan Altıntaş
Keyword(s):  
Bibliometric Analysis ◽  
Customer Experience ◽  
Relationship Networks

scholarly journals Applications of Blockchain Technology to Higher Education Arena: A Bibliometric Analysis

2021 ◽  
Vol 11 (4) ◽  
pp. 1406-1421
Author(s):  
Carlos Reis-Marques ◽  
Ronnie Figueiredo ◽  
Miguel de Castro Neto
Keyword(s):  
Artificial Intelligence ◽  
Higher Education ◽  
Bibliometric Analysis ◽  
Customer Experience ◽  
Scientific Investigation ◽  
Digital Innovation ◽  
Blockchain Technology ◽  
The World ◽  
The Subject ◽  
Scopus Database

Research related to blockchain is rapidly gaining importance in the higher education. This opportunity collaborates with a proposal for a review of papers on the main blockchain topic. The bibliometric analysis included 61 peer-reviewed articles published in the Scopus database during the period of 2016 to 2021. This paper offers the identification of gaps in the literature enabling studies on the subject in higher education. The article identifies the main applications of blockchain technology in higher education around the world, as well as suggests future investigations. For further scientific investigation, we propose the operationalization of each of the researched approaches, especially combining the blockchain relationship, artificial intelligence, digital innovation, digital maturity, and customer experience in higher education.

scholarly journals Mapping Research on Customer Centricity and Sustainable Organizations

2020 ◽  
Author(s):  
Sergio Pardo-Jaramillo ◽  
Andres Muñoz-Villamizar ◽  
Ignacio Osuna ◽  
Rolando Roncancio
Keyword(s):  
Sustainable Development ◽  
Bibliometric Analysis ◽  
Customer Experience ◽  
Current State ◽  
New Concepts ◽  
Bibliometric Methodology ◽  
Sustainable Organizations ◽  
Customer Centricity

Firms are increasingly organized around the client. At the same time, there is customer pressure on green and sustainable organizations. The purpose of this paper is to map the current state of the research in the domain of customer-centric organizations from a sustainable perspective. We conducted a bibliometric analysis from published documents between 1990 and 2020. Key findings indicate that research on customer centricity and sustainability has increased in recent years and that the topic is structured into 3 clusters: (1) Sustainability; (2) Customer-Centric Perspective, and Sustainable Development; and (3) Customer Experience and Sales. Moreover, new concepts and technologies have been introduced during the last three years. The implementation of a bibliometric methodology and the focus given to the definition, the relationships, and the evolution of the three main clusters within the topic are the characteristics that differentiate our study from other publications or reviews in the field of research. This paper is beneficial for practitioners who aim to deploy the customer centricity approach in their firms from a sustainable perspective.

Omnichannel Customer Experience Measure

2020 ◽  
Author(s):  
Si Shi ◽  
Yi Wang ◽  
Xuanzhu Chen ◽  
Qian Zhang
Keyword(s):  
Customer Experience ◽  
Experience Measure

A managerial perspective on omnichannel e-customer

2020 ◽  
pp. 5-17
Author(s):  
Maria Teresa Cuomo ◽  
Francesca Ceruti ◽  
Alice Mazzucchelli ◽  
Alex Giordano ◽  
Debora Tortora
Keyword(s):  
Social Networks ◽  
Social Media ◽  
Empirical Analysis ◽  
Customer Experience ◽  
Tourism Industry ◽  
Point Of View ◽  
Social Commerce ◽  
Social Dimensions ◽  
Offline Channels ◽  
Managerial Perspective

The actual omnichannel customer uses indifferently both online and offline channels to express himself through consumption, which increasingly blends personal, cultural and social dimensions. In this perspective social media and social networks are able to assist e-retailers in their effort of creating a total e-customer experience, especially in the tourism industry, trying to satisfy their clients from the relational and commercial point of view. By means of an empirical analysis where managers were interviewed on the topic and its degree of application in the firms, the paper underlines how from the managerial point of view, that represents a new prospect on the topic, the expected shift from e-commerce to social commerce paradigm, facilitating the selling and buying of products and services by using various internet features, is nowadays not completely understood and realized.

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.

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