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 Managing and measuring customer experience: a literature review

Pressacademia ◽  
2018 ◽  
Vol 5 (1) ◽  
pp. 63-72
Author(s):  
Cem Duran ◽  
Nimet Uray
Keyword(s):  
Literature Review ◽  
Customer Experience

scholarly journals Customer experience management: New game strategy for competitiveness

2014 ◽  
Vol 3 (3) ◽  
pp. 52-60
Author(s):  
Sivave Mashingaidze
Keyword(s):  
Supply Chain ◽  
Supply Chain Management ◽  
Literature Review ◽  
Banking Sector ◽  
Customer Experience ◽  
Brand Experience ◽  
Extensive Literature ◽  
Chain Management ◽  
Customer Experience Management ◽  
The Relationship

The main objective of this article was to do an extensive literature review of articles on customer experience management to explain the relationship between customer experience management and its factors which are supply chain management, location experience, packaging and labeling experience, atmosphere, service mix experience, promotion, customer experience, brand experience, and price experience for recommendation to the banking sector in Zimbabwe. Five modules of customer experience management which are sense, feel, think, act, and relate have also been reviewed and explored in the literature review. Findings showed that customer experience management factors contribute very much as a strategy to competitiveness in business. The article concluded by suggesting and recommending the adopting of customer experience management as a new game strategy

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