scholarly journals The Role of Knowledge Management in Enhancing Customer Experience Management - Field study: Private Hospitals in Amman, Jordan

2019 ◽  
Vol 178 (27) ◽  
pp. 9-16
Author(s):  
Manar Reyad
Keyword(s):  
Knowledge Management ◽  
Field Study ◽  
Customer Experience ◽  
Private Hospitals ◽  
Customer Experience Management

Selecting which touchpoints to manage for customer loyalty: an empirical analysis in retail banking

2019 ◽  
pp. 39-54
Author(s):  
Marco Ieva ◽  
Cristina Ziliani
Keyword(s):  
Empirical Analysis ◽  
Customer Loyalty ◽  
Online Survey ◽  
Customer Experience ◽  
Retail Banking ◽  
Customer Experience Management ◽  
Moderating Role

Customer Experience develops through a journey of touchpoints. However, little is known on the role of touchpoints in contributing to customer loyalty, which is the final aim of Customer Experience Management. This study provides an examination of the relative and moderating role of frequency and positivity of exposure to more than twenty touchpoints and their interplay in contributing to customer loyalty. An online survey on more than three thousand consumers is run with reference to retail banking. Results show that only a small number of touchpoints is significantly related to customer loyalty. Findings point companies' attention to invest their efforts in managing both the frequency and positivity of specific touchpoints.

scholarly journals WeChat mobile-payment-based smart retail customer experience: an integrated framework

2021 ◽  
Author(s):  
Yinglu Sun ◽  
Wei Xue ◽  
Subir Bandyopadhyay ◽  
Dong Cheng
Keyword(s):  
Relationship Quality ◽  
Customer Experience ◽  
Positive Influence ◽  
Mobile Payment ◽  
Communication Effectiveness ◽  
Integrated Framework ◽  
Customer Experience Management ◽  
Customer Lifetime ◽  
Smart Technologies

AbstractThe purpose of this paper is to explore the role of WeChat mobile-payment (m-payment)-based smart technologies in improving the retail customer experience and to develop an integrated framework of the smart retail customer experience including antecedents, consequences, and moderators. Based on the stimulus-organism-response (SOR) paradigm, we investigated the relationships among socio-technical stimuli, the smart retail customer experience, and relationship quality. We also developed hypotheses regarding the moderating role of customer lifetime value (CLV), which is considered an important customer characteristic. The proposed framework was empirically tested based on transaction and survey data of 462 WeChat m-payment retail customers. The results showed the following. (1) WeChat m-payment-based smart retail technology can enhance the customer experience by improving customer-perceived relationship orientation, employee-customer interaction, and communication effectiveness. (2) CLV has a positive moderating effect on the relationship between socio-technical stimuli and the customer experience. (3) The customer experience has a positive influence on relationship quality in the retail industry. Retail managers should make full use of smart retail technologies to improve the customer experience. In addition, they should emphasize the increase in CLV, as this increase enhances the positive relationship between socio-technical stimuli and the customer experience, making customer experience management more efficient.

Memoryscape: how managers can create lasting customer experiences

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rod McColl ◽  
Jan Mattsson ◽  
Kathleen Charters
Keyword(s):  
Autobiographical Memory ◽  
Design Methodology ◽  
Customer Experience ◽  
Content Type ◽  
Customer Experience Management ◽  
Research Priority ◽  
Managerial Implications ◽  
Service Experiences ◽  
Practical Implications

Purpose A detailed conceptualization of how service experiences are transformed into a memory and the circumstances surrounding a memorable experience is not available in the customer experience literature. This paper aims to address this gap using a multi-dimensional framework (memoryscape) to explain memory processes for service experiences. Design/methodology/approach The paper integrates psychology research, and particularly autobiographical memory, within customer experience management. Findings The paper proposes a comprehensive, multi-dimensional framework (memoryscape) of memory and highlights managerial implications. Research limitations/implications Marketers have yet to fully understand the role of memory in service experience consumption. In today’s service-dominant economy, understanding more about the memoryscape should be a managerial and research priority. Practical implications The authors present four managerial priorities for managing customer experience memories. Originality/value The authors assimilate theories and empirical research in psychology, particularly autobiographical memory, to propose an integrated conceptual framework of the service memory process (memoryscape), to provide insights for managers looking to create memorable customer experiences.

scholarly journals How Customer Experience Quality affects Customer Satisfaction-Loyalty with Moderating role of Competitive Choices and Familiarity: Assessment of Private Hospitals in Pakistan.

2020 ◽  
Vol 7 (1) ◽  
pp. 75
Author(s):  
Kashif Abrar ◽  
Muhammad Ali Saeed ◽  
Israr Ahmad ◽  
Sabir Ali
Keyword(s):  
Customer Satisfaction ◽  
Sampling Technique ◽  
Customer Experience ◽  
Peer To Peer ◽  
Quality Factors ◽  
Cross Sectional ◽  
Private Hospitals ◽  
Moderating Role ◽  
Customer Satisfaction And Loyalty

The present study has focused on determining loyalty for private hospitals in Pakistan while considering several customer experience quality factors. Customer satisfaction, familiarity and competitive choices have also been analyzed to intensify the significance of this study. The association among loyalty, satisfaction and peer to peer quality has also been investigated which has largely been ignored in prior studies despite having considerable significance. Cross sectional data was gathered using convenience sampling technique by distributing self-administered questionnaires in 15 major private hospitals. 493 correctly and completely filled questionnaires, out of 530, were returned back indicating that the response rate for this study was 93%. SPSS-25 and AMOS-22 were used for analyzing the collected data by executing different tests i.e. reliability, correlation, multiple regression, moderated regression and bootstrapping for mediation. The findings of the study demonstrate significant and positive associations of outcome quality, peer to peer quality and interaction quality with customer satisfaction which also has a strong influence over customer loyalty as well. Additionally, this research has also evidenced significant moderating role of familiarity with the three facets of customer experience quality on customer satisfaction. However, the association among customer satisfaction and loyalty has not been moderated by competitive choices.

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