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.

scholarly journals EFFECT OF CUSTOMER VALUE AND CUSTOMER EXPERIENCE ON CUSTOMER SATISFACTION AND LOYALTY PT MERATUS SAMARINDA

2020 ◽  
Vol 4 (01) ◽  
Author(s):  
Hasfar M ◽  
Theresia Militina ◽  
Gusti Norlitaria Achmad
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Customer Value ◽  
Structural Equation ◽  
Customer Experience ◽  
Statistical Test ◽  
Statistical Hypothesis ◽  
Equation Modeling ◽  
Value Effect ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of customer value and customer experience to customer satisfaction and loyalty PT Meratus. The population in this study are customers of PT Meratus by the number of 80 customers. Methods of data collection is done by providing a list of questions or the questionnaire respondents who are customers of PT Meratus, where questionnaires were distributed to such subscribers. This study uses data analysis tool which Partial Least Square (PLS), then this study using structural equation modeling analysis method or path analysis to determine the causal relationship between the latent variables contained in the structural equation. While testing the hypothesis tested boost strap resampling method developed by Geisser and Stone. Statistical test used statistical test t or t test, with statistical hypothesis. The tools used in processing the data using PLS Smart program. The results of this study indicate that 1) customer experience influence positive and significant to customer satisfaction, 2)) customer experience influence positive and significant customer loyalty, 3) customer value effect on positive and significant to customer satisfaction, 4) customer value effect positive but are not with significant customer loyalty, 5) customer satisfaction and significant positive effect on customer loyalty.

Empowerment in Tourism

2020 ◽  
pp. 55-76
Author(s):  
Güllü Gençer ◽  
Kansu Gençer
Keyword(s):  
Customer Satisfaction ◽  
Literature Review ◽  
Service Quality ◽  
Competitive Advantage ◽  
Direct Relationship ◽  
Management Control ◽  
Employee Empowerment ◽  
Tourism Sector ◽  
Service Presentation ◽  
Customer Satisfaction And Loyalty

Empowerment is an approach that provides employees to participate in the management, control the processes, and decide about the problems by taking initiatives. Employee empowerment is important to develop service quality, respond faster to customer needs, ensure customer satisfaction and loyalty, and provide competitive advantage to the organization. In this context in the tourism sector where service presentation and consumption take place in a direct relationship with the customer, employees should be empowered. In this chapter, definition and importance of employee empowerment, employee empowerment approaches, concepts about the employee empowerment, employee empowerment elements, methods that enable employee empowerment, employee empowerment in tourism organizations, and the benefits of employee empowerment are explained by literature review.

USING OF CUSTOMER EXPERIENCE TO PROTECT THE CONSUMER IN THE BANKING SERVICES MARKET – OPPORTUNITIES AND POSSIBILITIES

2019 ◽  
Vol 20 (1) ◽  
pp. 145-157
Author(s):  
Agnieszka Butor-Keler
Keyword(s):  
Customer Satisfaction ◽  
Competitive Advantage ◽  
Financial Services ◽  
Customer Experience ◽  
Banking Services ◽  
Consumer Interests ◽  
Market Opportunities ◽  
Scope Of Protection

Customer Experiece is the total customer experience in connection with using service or product. Research and analysis regarding this factor is an important element of building a competitive advantage by entrepreneurs. These activities allow to determine the level of customer satisfaction with the services provided or products delivered. Such research is important in particular in the financial services market, which is characterized by high competitiveness, as well as the volatility of the product offer and solutions used, which result in the need to update its policy and solutions on an ongoing basis. The purpose of this publication is to determine whether and if so how the conduct of Customer Experience surveys may affect the scope of protection of consumer interests in the banking services market. This issue is important because the market generates a number of threats to these interests, which will be presented in this article.

Pengaruh kualitas Pelayanan, Kepercayaan Nasabah dan Teknologi Sstem Informasi Terhadap Kepuasan Nasabah di PT. TASPEN Cabang Padang

2021 ◽  
Vol 5 (1) ◽  
pp. 96-105
Author(s):  
Dewi Zulvia ◽  
Krisvia Krisvia
Keyword(s):  
Information System ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Design Research ◽  
Research Use ◽  
Sustainable Competitive Advantage ◽  
Short Term ◽  
Analysis Techniques

The key competitive advantage in a situation full of competition is the ability of the company in improving customer satisfaction. Customer satisfaction will be the key to success, not only in the short term but sustainable competitive advantage. The purpose of this research is to find out and analyse the influence the service quality, trust and technology information system on customer satisfaction in Taspen (Persero) compayny of Padang. Technique data collecting in this research use the questionnaire.  The sample taken by as much 100 people customers at PT. Taspen (Persero) Branch the Padang by using scale likert. Design research is quantitative with the hypothesis. Data analysis techniques using multiple linear regression using SPSS 25. This result indicates that the variable of 1) service quality have an effect on positive to customer satisfaction 2) trust have an effect on positive to customer satisfaction 3) technology information system have an effect on positive to customer satisfaction

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.

scholarly journals Long-Term Discounting Frameworks: Insights from Multiple Experiments

2020 ◽  
pp. 84-100
Author(s):  
H. R. Ganesh ◽  
P. S. Aithal ◽  
P. Kirubadevi
Keyword(s):  
Competitive Advantage ◽  
Online Retailing ◽  
Sales Promotions ◽  
Online Retailers ◽  
Brick And Mortar ◽  
Consumer Perspective ◽  
Key Drivers ◽  
Online Stores ◽  
The Impact

Ever since the online retailing format has emerged in India, consumers now have wider options available for them to buy a product at a discounted price and notably, as online stores in India are following the product discounting as one of the key drivers for consumer acquisition, consumers’ perspective towards discount at brick-and-mortar store has changed.This change in consumers’ perspective has put the majority of brick-and-mortar retailers in India into a quandary and they are losing out their market share slowly to online retailers. In this research which is based on recommendations of empirical research previously carried out on the impact of changes in retailer and consumer perspective towards discount post emergence of online stores in India, we have carried out multiple experiments on multiple long-term discounting frameworks to investigate and recommend brick-and-mortar retailers on ideal(a) frameworks, (b) duration, (c) types, (d) assortment coverage, and (e) advertising techniques for long-term discounting strategies to enable brick-and-mortar retailers to design appropriate sales promotions to gain a competitive advantage over online retailing on the discount component.

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 Assortment Rotation and the Value of Concealment

2020 ◽  
Author(s):  
Kris Johnson Ferreira ◽  
Joel Goh
Keyword(s):  
Competitive Advantage ◽  
Operations Management ◽  
Structural Difference ◽  
Product Categories ◽  
Multiple Products ◽  
Online Retailers ◽  
Relative Product ◽  
Brick And Mortar ◽  
Context Dependent ◽  
General Conditions

Assortment rotation—the retailing practice of changing the assortment of products offered to customers—has recently been used as a competitive advantage for both brick-and-mortar and online retailers. We focus on product categories where consumers may purchase multiple products during a season and investigate a new reason why frequent assortment rotations can be valuable to a retailer. Namely, by distributing its seasonal catalog of products over multiple assortments rotated throughout the season, as opposed to selling all products in a single, fixed assortment, the retailer effectively conceals a portion of its full product catalog from consumers, injecting uncertainty into the consumer’s relative product valuations. Rationally acting consumers may respond to this structural difference by purchasing more products, thereby generating additional sales for the retailer. We refer to this phenomenon as the value of concealment and show that the retailer enjoys a positive and significant value of concealment under quite general conditions. However, we show that when consumers are forward looking, the value of concealment is context dependent. We present insights and discuss intuition regarding which product categories likely lead to a positive versus negative value of concealment. This paper was accepted by Vishal Gaur, operations management.

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