scholarly journals Revisiting personalization through customer experience journey

2020 ◽  
Vol 19 (4) ◽  
pp. 430-460
Author(s):  
Megi M. Gogua ◽  
◽  
Maria M. Smirnova ◽  
Keyword(s):  
Customer Experience ◽  
Strong Impact ◽  
Negative Consequences ◽  
Research Directions ◽  
Information Transparency ◽  
Common Path ◽  
The Common ◽  
Customer Trust ◽  
Post Purchase ◽  
The Impact

Firms use personalization in order to influence the customer experience through numerous touch points. This influence has positive and negative consequences, which have further strong impact on the customer responses and overall success of the firm’s communication with the customer. Personalization and customer experience have the common path of their development and share the fields of applications; however, scientific literature is currently fragmented and analyzes the narrow aspects of either personalization or customer experience. This conceptual article investigates personalization with the focus on the overall customer experience journey and its use for the estimation of customer responses and touch points’ utilization. The need for this focus is based on the necessity of the firm to understand customer responses to personalization as well as the factors appearing at pre-purchase, purchase and post-purchase stages of customer decision making. The theoretical novelty of the paper embraces positive and negative consequences of personalization for identification of future empirical research directions. These conclusions include the impact of anthropomorphization through embedded automated interactive messaging, history-based and group-based recommendation systems as well as the impact of increased touch points and influence of informational vulnerability on customer trust, click-through intentions and reactance. Managerial contributions relate to the suggestions on possible actions required to either enforce particular effects with positive outcomes for customer experience or diminish negative ones in terms of technological facilitation, measurement possibilities and enhancement of information transparency.

The Impact of Economic Crisis on Tourism Industry: A Bangladesh Perspective

2016 ◽  
Vol 2 (1) ◽  
Author(s):  
Md. Ziaul Haque
Keyword(s):  
Economic Crisis ◽  
Tourism Industry ◽  
Political Crisis ◽  
Strong Impact ◽  
Negative Consequences ◽  
Policy Makers ◽  
Tourism Product ◽  
International Tourist ◽  
Sustained Recovery ◽  
The Impact

The tourism sector is experiencing numerous challenges as a result of the global economic crisis. After a significant contraction in 2009, tourism rebounded strongly  in  2010  and  in  2011  the  international  tourist  arrivals  and  receipts  are projected to increase substantially. The Tourism industry is expected to show a sustained recovery in 2012. The crisis has particularly strong impact and slightly negative consequences in Bangladesh. The country is undergoing a political crisis, as well, and it seems that the forthcoming elections may be the only solution for the restoration of stability and social peace.  In addition, tourism can be the driving force behind Bangladesh economic recovery. However, for its achievement the country’s policy makers should take several measures towards restructuring and improving the sector. These measures include: enhancement of alternative forms of tourism; environmental protection; creation of quality infrastructure; and boost of competitiveness through a tourism product that offers value for money

The Impact Of Economic Crisis On Tourism Industry: A Bangladesh Perspective

2015 ◽  
Vol 1 (1) ◽  
pp. 15
Author(s):  
Md. Ziaul Haque
Keyword(s):  
Economic Crisis ◽  
Tourism Industry ◽  
Political Crisis ◽  
Strong Impact ◽  
Negative Consequences ◽  
Policy Makers ◽  
Tourism Product ◽  
International Tourist ◽  
Sustained Recovery ◽  
The Impact

The tourism sector is experiencing numerous challenges as a result of the global economic crisis. After a significant contraction in 2009, tourism rebounded strongly  in  2010  and  in  2011  the  international  tourist  arrivals  and  receipts  are projected to increase substantially. The Tourism industry is expected to show a sustained recovery in 2012. The crisis has particularly strong impact and slightly negative consequences in Bangladesh. The country is undergoing a political crisis, as well, and it seems that the forthcoming elections may be the only solution for the restoration of stability and social peace.  In addition, tourism can be the driving force behind Bangladesh economic recovery. However, for its achievement the country’s policy makers should take several measures towards restructuring and improving the sector. These measures include: enhancement of alternative forms of tourism; environmental protection; creation of quality infrastructure; and boost of competitiveness through a tourism product that offers value for money

The effects of user generated content and traditional reference groups on purchase intentions of young consumers: A comparative study on electronic products

2021 ◽  
Vol 5 (4) ◽  
pp. 691-702
Author(s):  
Hala O. Al-Rawabdeh ◽  
Hamad Ghadir ◽  
Ghaith Al-Abdallah
Keyword(s):  
Purchase Intentions ◽  
User Generated Content ◽  
Future Research ◽  
Strong Impact ◽  
Reference Groups ◽  
Electronic Products ◽  
Young Consumers ◽  
Survey Strategy ◽  
Post Purchase ◽  
The Impact

This paper investigates the impact of post-purchase user generated content (UGC) and traditional reference groups on the purchase intentions for electronic products (e-products) among young consumers in Jordan. To achieve this, a descriptive methodology was adapted, with a quantitative approach and survey strategy utilizing a five-point Likert scale questionnaire distributed to 450 university and college students in Jordan. 400 filtered and screened copies underwent statistical analyses. SPSS version 21 was utilized to describe and analyze the data. The results revealed a strong impact of post-purchase UGC on purchase intentions of e-products among young consumers. The results also revealed that traditional reference groups have a lower significant impact on the purchase intentions of young consumers, indicating that young consumers rely on online communities more than they rely on family, friends, colleagues, and other social organizations. The findings are discussed with a view to their implications, with recommendations for future research.

Applying the EEE customer mindset in luxury: reevaluating customer experience research and practice during and after corona

2020 ◽  
Vol 31 (6) ◽  
pp. 1175-1183 ◽  
Author(s):  
Philipp ‘Phil' Klaus ◽  
Aikaterini Manthiou
Keyword(s):  
Design Methodology ◽  
Customer Experience ◽  
Service Research ◽  
Research Directions ◽  
Content Type ◽  
Research And Practice ◽  
Related Service ◽  
Luxury Industry ◽  
The Impact ◽  
Review Current

PurposeThis paper’s objective is to raise awareness of how customer experience (CX) research, a key construct of modern-day service research, needs to be revisited in view of the pandemic. Particularly, we examine whether CX-related service research constructs, models and frameworks need to be reevaluated during and after the Corona crisis and if so, how and why? Moreover, this paper contributes to CX research by analyzing the customer mindset from three perspectives: emotions, employment and expectations (EEE).Design/methodology/approachWe critically review current CX practices and investigate the impact on how customers perceive services in this time of crisis.FindingsBased on this critical analysis, we discuss implications for research and practice with reference to the example of the luxury industry with its historical emphasis on the CX. This discussion leads to related propositions and research directions through Corona and beyond.Originality/valueWe investigate the current customer mindset in more detail, which we divide into three main themes: emotions, employment and expectations (EEE).

Impact of the COVID-19 Pandemic on International Negotiations

2021 ◽  
Vol 27 (3) ◽  
pp. 216-226
Author(s):  
D. M. Plotnikov ◽  
E. S. Funikova
Keyword(s):  
Online Communication ◽  
Business Communication ◽  
International Negotiations ◽  
Strong Impact ◽  
Negative Consequences ◽  
Daily Lives ◽  
Factors Affecting ◽  
Current Economic Situation ◽  
The Impact ◽  
The Way

Aim. The presented study aims to analyze factors affecting the way international negotiations are organized and conducted in the context of the COVID-19 pandemic.Tasks. The authors determine the positive and negative consequences of the pandemic for international negotiations and predict further development of the situation in this area.Methods. This study uses general scientific methods of cognition to examine the problem of reorganization of business activity in various aspects and identify characteristic trends in the current economic situation.Results. The coronavirus pandemic has had a strong impact on the daily lives of people, their interactions, and business communication. COVID-19 has led to significant transformations in business communication, emergence and modernization of various services for online interaction, including for conducting business negotiations. It is against this background that the attention to cybersecurity issues as a threat in the transition to online communication has increased.Conclusions. Examination of the impact of the COVID-19 pandemic on the way international negotiations are organized and conducted makes it possible not only to identify factors affect ing the transformation of all activities, but also to assess the consequences of ongoing changes and developments in the field of business communication.

scholarly journals The Impact of Cost, Customer Experience, Ease of Use, and Trust towards Adoption of Online Banking

2016 ◽  
Vol 9 (11) ◽  
pp. 235
Author(s):  
Mahiswaran Selvanathan ◽  
Pei Jun Tan ◽  
Tan Fei Bow ◽  
Mahadevan Supramaniam
Keyword(s):  
Significant Relationship ◽  
Customer Experience ◽  
Internet Banking ◽  
Online Banking ◽  
Ease Of Use ◽  
Customer Trust ◽  
User Friendly ◽  
The Impact

<p>The purpose of this study is to examine the factors that influence the adoption of online banking in Malaysia, particularly trust, customers’ experience, cost, and ease of use. Questionnaire was distributed to 120 online banking users in Kota Damansara, Selangor, Malaysia. Results showed that customer trust and experience have significant relationship towards adoption of online banking. Nonetheless, cost and ease of use was found to be insignificant in this study. The results provide important information for bank providers in designing a mass-oriented or user-friendly internet banking that would attract people to adopt online banking.</p>

Direct disagreement in Vietnamese students’ EFL group work discussion

2019 ◽  
Vol 42 (1) ◽  
pp. 59-83
Author(s):  
Thi Hanh Hoang ◽  
Juliana De Nooy
Keyword(s):  
Group Work ◽  
Indirect Communication ◽  
Negative Consequences ◽  
Appropriate Use ◽  
Collaborative Task ◽  
High Incidence ◽  
Efl Students ◽  
The Common ◽  
The Impact

Abstract Disagreement has been traditionally viewed as a dispreferred response, which speakers tend to avoid or mitigate due to its presumed face threatening effects. However, more recent studies argue that disagreement is not inherently dispreferred or marked, but needs to be contextualized. This article examines the interactions of Vietnamese EFL students in the context of a collaborative task in English. Somewhat surprisingly, given the common portrayal of the Vietnamese as favoring indirect communication, it finds a high incidence of direct disagreement, characterized by the use of ‘no’. The study explores how direct ‘no’ is used in disagreement and the impact it has on the sequence of the interaction as well as the harmony of the group. In the majority of cases, and in contrast with the stated beliefs of the participants regarding disagreement, almost none of the direct uses of ‘no’ have negative consequences on the interaction. The analysis of instances of ‘no’ that impact negatively on the interaction suggests contextually interactional rules underlying its appropriate use. Group work in EFL among Vietnamese students, therefore, is another context in which disagreement is expected and does not necessarily detract from the harmony of the group.

When Do Psychopathic Traits Affect Cooperative Behavior?: An Iterated Prisoner's Dilemma Experimental Study

2020 ◽  
Author(s):  
M Testori ◽  
M Kempf ◽  
RB Hoyle ◽  
Hedwig Eisenbarth
Keyword(s):  
Prisoner's Dilemma ◽  
Cooperative Behavior ◽  
Prisoner’S Dilemma ◽  
Selection Procedure ◽  
Psychopathic Traits ◽  
Strong Impact ◽  
Iterated Prisoner's Dilemma ◽  
Human Decision ◽  
The Impact ◽  
Iterated Prisoner’S Dilemma

© 2019 Hogrefe Publishing. Personality traits have been long recognized to have a strong impact on human decision-making. In this study, a sample of 314 participants took part in an online game to investigate the impact of psychopathic traits on cooperative behavior in an iterated Prisoner's dilemma game. We found that disinhibition decreased the maintenance of cooperation in successive plays, but had no effect on moving toward cooperation after a previous defection or on the overall level of cooperation over rounds. Furthermore, our results underline the crucial importance of a good model selection procedure, showing how a poor choice of statistical model can provide misleading results.

Conflicts in Biafra, Katanga and Cabinda as a result of the geopolitical legacy of colonialism

2020 ◽  
Vol 2020 (10-3) ◽  
pp. 238-246
Author(s):  
Olga Dzhenchakova
Keyword(s):  
Democratic Republic ◽  
Economic Factor ◽  
Colonial Period ◽  
Sub Saharan Africa ◽  
Negative Consequences ◽  
Post Colonial ◽  
Republic Of The Congo ◽  
Sub Saharan ◽  
The Republic ◽  
The Impact

The article considers the impact of the colonial past of some countries in sub-Saharan Africa and its effect on their development during the post-colonial period. The negative consequences of the geopolitical legacy of colonialism are shown on the example of three countries: Nigeria, the Democratic Republic of the Congo and the Republic of Angola, expressed in the emergence of conflicts in these countries based on ethno-cultural, religious and socio-economic contradictions. At the same time, the focus is made on the economic factor and the consequences of the consumer policy of the former metropolises pursuing their mercantile interests were mixed.

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