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.

The Effect of Reverse Logistics Activities on Brand Equity and Customer Satisfaction

2020 ◽  
pp. 395-414
Author(s):  
Gözde Yanginlar
Keyword(s):  
Customer Satisfaction ◽  
Competitive Advantage ◽  
Brand Equity ◽  
Reverse Logistics ◽  
Rapid Development ◽  
Environmental Issues ◽  
Active Role ◽  
Sustainable Competitive Advantage ◽  
The Relationship

In the last few decades, the rapid development of customer awareness of environmental issues has encouraged many enterprises to adopt reverse logistics activities, which resulted in growing importance among enterprises of enhancing customer satisfaction and improving brand equity. This chapter examines the effect of reverse logistics activities in Turkish firms which are required to act responsibly towards the environment, and explains the relationship between reverse logistics processes and customer satisfaction and brand equity. The findings of this study contribute to understanding that an increasing number of them have integrated reverse logistics practices into their operations to develop a sustainable competitive advantage. The findings also indicate that reverse logistics plays an active role in Turkish enterprises improving brand equity and customer satisfaction while preserving the environment in the local and the global communities.

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.

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 Sustainable Competitive Advantage through Entrepreneurship, Market-Oriented Culture, and Trust

2021 ◽  
Vol 13 (7) ◽  
pp. 3986
Author(s):  
Jun-Chul Ha ◽  
Jun-Woo Lee ◽  
Jee Young Seong
Keyword(s):  
Work Engagement ◽  
Risk Taking ◽  
Choice Theory ◽  
Business Environment ◽  
Positive Influence ◽  
Mediating Effect ◽  
Sustainable Competitive Advantage ◽  
The Relationship ◽  
Positive Effect ◽  
Significant Positive Influence

In a rapidly changing business environment, the entrepreneurship of top management is essential for the survival and sustainable development of the enterprise. Building on the view of the strategic choice theory, this study identifies the relationship between entrepreneurship, market-oriented culture, and work engagement. Data were collected from 493 employees regularly working in small and medium-sized firms in South Korea. The results of this study indicate: (1) entrepreneurship (consisting of innovation, proactiveness, and risk-taking) has a significant positive influence on market-oriented culture, (2) entrepreneurship positively affects work engagement, (3) market-oriented culture has a significant positive effect on work engagement, (4) the effects of innovation and proactiveness on work engagement are significant, controlling for market-oriented culture, showing the partial mediating effect of market-oriented culture on work engagement, and (5) CEO trust moderates the relationship between risk-taking and work engagement. Theoretical and practical implications are suggested.

scholarly journals The Relationship between Reputation, Customer Satisfaction, Trust, and Loyalty

2014 ◽  
Vol 4 (3) ◽  
pp. 368 ◽  
Author(s):  
Roshana Gul
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Relationship ◽  
Positive Sign ◽  
Medical College ◽  
Independent Variable ◽  
Relationship Of ◽  
The Relationship ◽  
Self Administered Questionnaire

Though a lot of studies have been done to conclude customer loyalty as dependent variable but still there is a vast margin of researches to be conducted in future in different spheres of this construct. On the other hand the truth of the importance of customer loyalty as an enduring asset cannot be falsified. It is fundamental for organizations to build up long term and mutual beneficial associations with the customers. The purpose of this research paper is to show the inter relationship of reputation, customer satisfaction and trust on customer loyalty. According to the observations reputation is the major independent variable that has significant relationship with customer satisfaction, customer loyalty, and trust. Data for this research study was taken from the Islamia University, Quaid-e-Azam Medical College, and different banks located at various geographic locations of Bahawalpur region of Pakistan. Data was collected through self administered questionnaire and analyzed by using regression through SPSS. The results have been drawn from 150 users of NISHAT LINEN and it was found that there is positive and significant relationship among reputation, customer satisfaction, trust and customer loyalty. Hence the studies give the positive sign that with the increment of reputation, customer satisfaction and trust the customer loyalty enhances.  

De relatie tussen herstel, werkdruk en slaap: een dagboekstudie

2010 ◽  
Vol 23 (4) ◽  
Author(s):  
Alicia L.T. Walkowiak ◽  
Ute R. Hülsheger ◽  
Fred R.H. Zijlstra
Keyword(s):  
Sleep Quality ◽  
Positive Influence ◽  
Mediating Effect ◽  
Mediation Effect ◽  
Diary Study ◽  
Work Pressure ◽  
Negative Effect ◽  
The Relationship ◽  
High Work

The relationship between recovery, work pressure and sleep quality: A diary study The relationship between recovery, work pressure and sleep quality: A diary study Alicia L.T. Walkowiak, Ute R.Hülsheger & Fred R.H. Zijlstra, Gedrag & Organisatie, volume 23, December 2010, nr. 4, pp. 316-332. Previous research showed that the experience of high work pressure can lead to fatigue and even to health complaints on the long term. This makes it very important, especially for people who experience high work pressure, to take sufficient time to recover after work. Sleep quality has a positive influence on recovery. The aim of this diary study was to investigate whether sleep quality has a mediating effect on the relationship between work pressure and recovery. Seventy-six people took part in the study and answered questions about work, recovery and sleep for 14 days. Results showed that work pressure indeed had a negative effect on recovery and sleep quality. Furthermore, we found a partial mediation effect: sleep quality mediated the relationship between work pressure and recovery. These results stress the importance of recovery and sleep quality, especially for people who experience high work pressure.

scholarly journals Distrust And Dominance In Managing Alternative Work Arrangements: A Micro-Analytic Test Of Transaction Cost Theory

2011 ◽  
Vol 22 (3) ◽  
Author(s):  
Terry R. Adler ◽  
Gabriel D. Isaacs ◽  
Robert L. Steiner
Keyword(s):  
Competitive Advantage ◽  
Transaction Cost ◽  
Value Creation ◽  
Transaction Cost Theory ◽  
Sustainable Competitive Advantage ◽  
Font Size ◽  
Alternative Work Arrangements ◽  
Work Arrangements ◽  
Alternative Work ◽  
The Relationship

<p class="MsoNormal" style="text-align: justify; margin: 0in 34.2pt 0pt 0.5in;"><span style="font-size: x-small;"><span style="font-family: Times New Roman;"><span style="mso-bidi-font-size: 10.0pt; mso-bidi-font-weight: bold;">Organizations that successfully outsource may see better value-creation in creating a sustainable competitive advantage.<span style="mso-spacerun: yes;">&nbsp; </span>The objectives of this study were threefold:<span style="mso-spacerun: yes;">&nbsp; </span>a) provide a framework for studying the effects of perceived distrust that leads to dominance, b) analyze how opportunism parlays into the concept of dominance, and c) determine if the relationship between outsource partners varies by analyzing transaction characteristics.<span style="mso-spacerun: yes;">&nbsp; </span></span><span style="mso-bidi-font-size: 10.0pt;">Our research shows that firms should take caution to fully understand the effects that contract size has on a firm&rsquo;s resources.<span style="mso-spacerun: yes;">&nbsp; </span><span style="mso-bidi-font-weight: bold;"></span></span></span></span></p>

scholarly journals THE RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND INTERNAL SERVICE QUALITY FROM AN INTERNAL MARKETING PERSPECTIVE AND AN APPLICATION IN THE BANKING SECTOR

2016 ◽  
Vol 4 (2) ◽  
pp. 159-178
Author(s):  
Özlen Onurlu ◽  
Suna Karataş
Keyword(s):  
Customer Satisfaction ◽  
Competitive Advantage ◽  
Employee Satisfaction ◽  
Banking Sector ◽  
Internal Marketing ◽  
Competitive Environment ◽  
Long Run ◽  
Marketing Activities ◽  
The Relationship

In a highly competitive environment, the meeting of customer demands and expectations in an effective way is highly crucial for companies that want to have a competitive advantage and to keep on existing in the long run. The main objective of companies is making profit in a sustainable way and this is possible by assuring customer satisfaction. The quality of the services that companies offer their customers is closely related with the performance of the employees. This has made it necessary that marketing activities for employee satisfaction be developed prior to customer satisfaction. Feeling more motivated, workers start working more eagerly as a result of these marketing activities which are called internal marketing. So, companies make their profitability sustainable by means of keeping their customers satisfied and loyal. The aim of this paper is to investigate the relationship between internal marketing activities applied to employees and employee motivations.

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