Does the Quality of Online Customer Experience Create a Sustainable Competitive Advantage for E-commerce Firms?

2000 ◽  
Author(s):  
Shivaram Rajgopal ◽  
Mohan Venkatachalam ◽  
Suresh Kotha
Keyword(s):  
Competitive Advantage ◽  
Customer Experience ◽  
Sustainable Competitive Advantage

scholarly journals Forming the enterprises strategy of focusing as a method of achieving its competitive advantages

2020 ◽  
pp. 16-19
Author(s):  
Oleksandra ROZHENKO
Keyword(s):  
Competitive Advantage ◽  
Competitive Advantages ◽  
Sustainable Competitive Advantage ◽  
Enterprise Development ◽  
Product Price ◽  
Market Growth ◽  
Focus Strategy ◽  
Competitive Forces

The article deepens the theoretical and methodological foundations of strategic management of determining and achieving competitive advantages of the enterprise. To objectify the evaluation parameters of competitive advantages, a technique of competitive advantage analysis is proposed, which includes the following sequence of stages: determination of the basic strategy of enterprise development by the Thompson-Strickland model, determination of the competitive strategy of enterprise development by the Porter model, analysis of the competitive forces of the enterprise by the Porter model, systematization of components strategic potential of the enterprise according to the Borden-McCarry model; and determination of sustainable competitive advantage of the enterprise. According to the proposed method of analysis of competitive advantages of the enterprise, the following components of strategic potential are attributed to the directions of its strategic focus: product, price, promotion, place, people, process, physical environment. Most focus is on sustainable competitive advantage. According to the results of strategic analysis of a subsidiary's enterprise, its stable competitive advantage is formed. The method of analysis of competitive advantages of the enterprise is described. The essence of forming a focus strategy as a way of achieving competitive advantages of the enterprise is revealed. The disclosure of formation of competitive advantages of the investigated enterprise is improved. The technique of the analysis of competitive advantages of the enterprise through the mechanism of focusing on them is offered. The strategy of focusing the enterprise as a way to achieve its competitive advantages has been formed. The strategy of focusing of the conditional enterprise as a way of achieving its competitive advantages is formed. It is determined that the conditional enterprise has a strong competitive position and slow market growth. A competitive product focus strategy means leading the niche in the services provided, focusing all of the conditional enterprise's efforts on the quality of the services provided.

Cultivating Emotional Branding Through Customer Experience Management

2018 ◽  
pp. 55-71
Author(s):  
Shivani Saini ◽  
Jagwinder Singh
Keyword(s):  
Competitive Advantage ◽  
Positive Emotions ◽  
Customer Experience ◽  
Marketing Mix ◽  
Pivotal Role ◽  
Brand Strategy ◽  
Sustainable Competitive Advantage ◽  
Customer Experience Management ◽  
Market Driving ◽  
Holistic Manner

Emotional branding promotes customer's long-lasting psychological attachment to a brand. Customer experiences with products and services trigger emotional responses. Therefore, customer experience management is imperative for generating pleasant emotions. Yet the delivery of customer experiences is viewed in a holistic manner. Customer experience management can be effectively integrated into a brand strategy to drive customers' positive behavioural and attitudinal intentions. The customer experiences play a pivotal role in the generation of positive emotions. Adopting an appropriate combination and priority of experience elements is essential to create customer satisfaction, trust, and commitment in order to develop true loyalty. The traditional tactical approach of marketing-mix elements is purely marketing driven and does not fit well in the CEOs expectations. These experience-mix elements will help the organizations to become market driving, which is even beyond the market-driven approach and thus will generate sustainable competitive advantage.

scholarly journals Some aspects of the investment attractiveness of the Visegrad Group countries 

2012 ◽  
Vol 52 (No. 8) ◽  
pp. 361-367
Author(s):  
P. Bielik ◽  
E. Horská ◽  
M. Dziela
Keyword(s):  
Competitive Advantage ◽  
Regional Level ◽  
Foreign Direct Investments ◽  
Sustainable Competitive Advantage ◽  
Eu Accession ◽  
Foreign Investors ◽  
Visegrad Group ◽  
The Eu

The article stresses the importance of analysing the inflow of foreign direct investments to the countries of the Visegrad Group. In this context, what is shown is the attractiveness of the CEE countries, including the Visegrad Group, in terms of the FDI location; and there are also other factors depicted, which determine the attractiveness of regions for foreign investors. The EU accession gave the Visegrad Group countries new opportunities to attract FDI; the point is to take advantage of these opportunities. Actions at both national and regional level are constantly needed in order to enhance the location attractiveness, since the VG countries need capital to modernize their economies. The quality of the investments attracted is also crucial, as the “modern” ones will create stable bases for the economy modernization and for building of a sustainable competitive advantage. 

scholarly journals The Strategy of Sustainable Competitive Advantage Creation by Make-Up Artists (A Study of Male Make-Up Artists in Greater Malang)

2021 ◽  
Vol 8 (8) ◽  
pp. 410
Author(s):  
Nanja Anggun Angginani ◽  
Rofiaty Rofiaty ◽  
Christin Susilowati
Keyword(s):  
Competitive Advantage ◽  
Phenomenological Approach ◽  
Sustainable Competitive Advantage

Make-up artist is a profession that has long been identified as woman’s job. Now this job also taken by males, who even can survive the competition. The objective of this study is to analyse the strategy of male make-up artists in creating their sustainable competitive advantage.By phenomenological approach the results of this study are male make-up artists in Greater Malang build their sustainable competitive advantage by (1) maintaining the quality of their work, the development of products that suit market’s demand also provide service with better make-up result, (2) keeping the excellence of their service, flexibility in service venue,  furthermore their behavior that easy-going and friendlier, (3) making innovations and branding though attractive portfolio with “before-after” into look differentiation by developing a team of other make-up artists under one name with different specialty.

Innovation With Competitive Risk

2021 ◽  
pp. 58-67
Author(s):  
Hergovind Singh
Keyword(s):  
Competitive Advantage ◽  
Value Creation ◽  
Circular Economy ◽  
Business Environment ◽  
Circular Motion ◽  
Spiral Growth ◽  
Sustainable Competitive Advantage ◽  
Value Maximization ◽  
Value Loss

This is the dawn of an innovation and knowledge-driven economy, and the volatile business environment is forcing the industries to undergo a paradigm shift. This is causing volatility of business parameters from value creation to value maximization through reduction of value loss., instead of merely focusing on the value creation. This value maximization gels with quality, binding the end outcomes of enterprise, and quality of these end outcomes cumulatively shows the dependability towards the various inputs like man, money, material, machine, and information to innovate and re-innovate and measure continuously. Without saturation and to create value continuously in circular motion for spiral growth in circular economy all dimensions needs to be innovative to gain sustainable competitive advantage (SCA). The chapter is a study of concepts and models to impel the SCA. It analyzes innovation as a measure driver for SCA with various types of risk associated with it in the context of the circular economy.

Cultivating Emotional Branding Through Customer Experience Management

2019 ◽  
pp. 1346-1361 ◽  
Author(s):  
Shivani Saini ◽  
Jagwinder Singh
Keyword(s):  
Competitive Advantage ◽  
Positive Emotions ◽  
Customer Experience ◽  
Marketing Mix ◽  
Pivotal Role ◽  
Brand Strategy ◽  
Sustainable Competitive Advantage ◽  
Customer Experience Management ◽  
Market Driving ◽  
Holistic Manner

Emotional branding promotes customer's long-lasting psychological attachment to a brand. Customer experiences with products and services trigger emotional responses. Therefore, customer experience management is imperative for generating pleasant emotions. Yet the delivery of customer experiences is viewed in a holistic manner. Customer experience management can be effectively integrated into a brand strategy to drive customers' positive behavioural and attitudinal intentions. The customer experiences play a pivotal role in the generation of positive emotions. Adopting an appropriate combination and priority of experience elements is essential to create customer satisfaction, trust, and commitment in order to develop true loyalty. The traditional tactical approach of marketing-mix elements is purely marketing driven and does not fit well in the CEOs expectations. These experience-mix elements will help the organizations to become market driving, which is even beyond the market-driven approach and thus will generate sustainable competitive advantage.

Online Customer Experience

2014 ◽  
pp. 129-141 ◽  
Author(s):  
Emel Kursunluoglu Yarimoglu
Keyword(s):  
Customer Satisfaction ◽  
Competitive Advantage ◽  
Customer Experience ◽  
Sustainable Competitive Advantage ◽  
Online Retailer ◽  
Online Retailers ◽  
Brick And Mortar ◽  
Customer Satisfaction And Loyalty

Internet has become one of the strongest components of commerce. The number of online customers continues to rise day to day and satisfying them is a vital issue in order for online companies to survive. Customer experience is important in e-commerce as well as in traditional commerce. Online customer experience is a unique subject that should be analyzed for gaining sustainable competitive advantage in e-commerce, since there are more intangible elements for online retailers than brick and mortar retailers. The main aim of this chapter is to identify the formation of online customer experience and to show the importance of online customer experience. If online customer experience is created by online retailer, customer satisfaction and loyalty can be developed later. For such reasons, factors that affect online customer experience and designing a Website for creating online customer experience are discussed in this chapter.

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.

Tingkat Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 34
Author(s):  
Priyo Wismantoro ◽  
Fika Dwiyanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Service ◽  
General Level ◽  
Customer Focus ◽  
Quality Improvements ◽  
Level Of Satisfaction

Business banking is a service business based on principles of trust and t5he customer is a major asset. Under conditions of business competition among banks strict bank that has resulted in only a competitive advantage (compatative advantage as well as a competitive advantage) who can reach the highest position in the eyes of cusmers or the public. Competitive advantage can be obtained from the quality of customer servicr, so the focus on customers (customer focus), responsive to the development of customer desires and continuously innovate is an acitivity that can be done to anticipate the cimpetitive conditions. In this case, the bank should always evaluate the quality of service given to customers and is reflected in the level of customer satisfaction obtained. Rate the quality of service branch of bank syariah mandiri bogor whole is still under service, because it still was below expectations, this is evident also that the general level of service is still not meeting customer expectations, because the level of hope (expectation0 the customer is generally higher than the level of performance (perfromance) or perception(perception)customer.        Empathy dimension of service quality dimensions are most critical or have any impact on the most powerful influence on the level of satisfaction. In this case, the willingness og bank syariah mandiri branch bogor provide individual attention in serving its clients is crucial. Empathy dimension attributes inclide individual attention, operational time , personal attention, giving interests, and understand the needs. These attributes is the main priority of service quality improvements are intensive and comprehensive.           Customer service strategy to be implemented by the management of bank syariah mandiri in perspective five dimensioris of service quality(tangibles, realiability,responsiveness, assurance and empathy) looks not optimal. In an effort to provide the best service (service excellence) and focus to the customer(customer focus), then the customer satisfaction can be obatained with significantly improved and the improvement of quality of serivice aspects and impticalions of the strategy need to be consldered

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