scholarly journals An Empirical Study to Measure Customer Experience for Telecom Operators in Indian Telecom Industry

2015 ◽  
Vol 4 (2) ◽  
Author(s):  
Domb Menachem ◽  
Sujata Joshi ◽  
Sanjay Bhatia ◽  
Arindam Roy ◽  
Jyoti Saini
Keyword(s):  
Empirical Study ◽  
Customer Experience ◽  
Telecom Industry

An Empirical Study to Measure Customer Experience for Telecom Operators in Indian Telecom Industry

2015 ◽  
Author(s):  
Joshi Sujata ◽  
Bhatia Sanjay ◽  
Menachem Domb ◽  
Roy Arindam ◽  
Saini Jyoti
Keyword(s):  
Empirical Study ◽  
Customer Experience ◽  
Telecom Industry

Using fuzzy Indicators in customer experience analytics

2020 ◽  
pp. 1-14
Author(s):  
Carolina Nicolas ◽  
Jaime Gil-Lafuente ◽  
Angélica Urrutia ◽  
Leslier Valenzuela-Fernández
Keyword(s):  
Empirical Study ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Customer Experience ◽  
Model Analysis ◽  
Equation Model ◽  
Online Environment ◽  
Inference Method ◽  
Relevant Today ◽  
Interactive Experience

The aims of this study is to propose a model for managing customer experience analytics focused on value generated in an online market, this study to explore touch points experience, measured with conventional indicators and fuzzy indicators, using to a structural equation model analysis and Mamdani inference method. The investigation has delved deeper into the nature of the value of the experience construct, the results revealed of the empirical study confirm regarding how the experience value is related with the key touch points of the customer/company relationship. Very few studies in the reviewed literature about the conceptualization on customer interactive experience focused on value generated in an online environment. This study becomes more relevant today, where, after the pandemic, the value of the online customer experience becomes more important.

New insights on satisfaction prototypes for segmentation: Focus on customer experience

2021 ◽  
pp. 135676672110605
Author(s):  
Lola C. Duque ◽  
Maria-Carme Riera-Prunera
Keyword(s):  
Empirical Study ◽  
Perceived Value ◽  
Customer Experience ◽  
Theme Park ◽  
Level Of Satisfaction ◽  
Key Drivers ◽  
Service Experiences

This paper tests a conceptual segmentation using a criterion outlined by Oliver based on the satisfaction prototypes customers may follow. The empirical study was conducted with a sample of theme park visitors grouped into four satisfaction prototypes/segments. Results show the presence of important differences by groups in terms of both the effects of perceived value dimensions on satisfaction and the level of satisfaction by segment, supporting the proposed approach. The findings are valuable for a better identification of key drivers of segments’ satisfaction, which will be helpful to redesign service experiences to better fit the varying preferences of modern consumers.

Retrospective: service failure and loyalty: an exploratory empirical study of airline customers

2016 ◽  
Vol 30 (5) ◽  
pp. 480-484 ◽  
Author(s):  
Adrian Palmer ◽  
David Bejou
Keyword(s):  
Empirical Study ◽  
Relationship Marketing ◽  
Service Failure ◽  
Marketing Research ◽  
Customer Experience ◽  
Customer Relationship ◽  
Content Type ◽  
Relationship Expectations ◽  
Customer Experience Management ◽  
Relationship Lifecycle

Purpose This paper aims to reflect on the paper “Service failure and loyalty: an exploratory empirical study of airline customers” published 18 years ago. It positions it in the evolving literature on relationship marketing and suggests directions for further research and developments in the area. Design/methodology/approach A review of key contributions of the paper to the study of relationship marketing and the effects of service failures on relationships identifies emerging strands of research. Findings The concept of a “relationship lifecycle” is now widely used in marketing for identifying customer segments. Different points in the lifecycle are associated with differing sets of relationship expectations and levels of tolerance to service failure. Customer relationship management has tended to morph into customer experience management where principles of relationship lifecycles have been applied to mapping customer “journeys” through a service process. Practical implications The original study informed practices of managing relationship expectations and handling failed expectations, depending on a customer’s length of relationship with a company. Although relationship marketing was originally conceived as an integrator of marketing cues, its emphasis on cognitive evaluations may have been too limiting and customer experience management has since introduced additional affective dimensions. Originality/value The original paper had been widely cited and generated discussion and important further research. It has value as part of the emerging landscape of services marketing research. This retrospective analysis locates this historical development with reference to currently popular issues of customer experience management.

Sign in / Sign up

Export Citation Format

Share Document