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

The 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

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.

INFLUENCE OF PUBLIC PRIVATE PARTNERSHIPS ON PERFORMANCE OF PROJECTS AMONG STATE CORPORATIONS IN KENYA

Purpose: The purpose of the study was to determine the influence of public private partnerships on performance of projects among state corporations in Kenya with an aim of making recommendations to other institutions. Methodology: The researcher reviewed both theoretical and empirical literature and proposed to use the research methodology that addressed the gaps identified in literature as well as answer the stipulated research questions. This research study adopted a descriptive research design approach. The study prefers this method because it allows an in-depth study of the subject. The study employed stratified random sampling technique in coming up with a sample size of 127 respondents from a total of 187 target population. Structured and semi structured questionnaires were used to collect data. Data gathered from the questionnaires administered was analyzed by the help of Ms Excel and SPSS version 22, while output was presented inform of frequency tables and charts. The study used both descriptive and inferential statistics to show the relationship between variables Results and conclusion: The response rate of the study was 87%.The coefficient of determination also called the R2 was 0.634. R2 value of 0.634 means that 63.4% of the corresponding variation in performance of commercial building projects registered by National Construction Authority in Kenya can be explained or predicted by (information technology adoption, strategic partnerships, customer experience management, team management) which indicated that the model fitted the study data.The findings of the study indicated that information technology adoption, strategic partnerships, customer experience management and team management have a positive relationship with performance of commercial building projects registered by National Construction Authority in Kenya.The findings of the study indicated that legal framework, stakeholder involvement, value for money and risk management have a positive relationship with performance of projects among state corporations in Kenya Policy recommendation: The study recommended that public institutions should embrace public private partnerships so as to improve performance of projects among state corporations and further researches should to be carried out in other public institutions to find out if the same results can be obtained.

INFLUENCE OF PUBLIC PRIVATE PARTNERSHIPS ON PERFORMANCE OF PROJECTS AMONG STATE CORPORATIONS IN KENYA

Purpose: The purpose of the study was to determine the influence of public private partnerships on performance of projects among state corporations in Kenya with an aim of making recommendations to other institutions. Methodology: The researcher reviewed both theoretical and empirical literature and proposed to use the research methodology that addressed the gaps identified in literature as well as answer the stipulated research questions. This research study adopted a descriptive research design approach. The study prefers this method because it allows an in-depth study of the subject. The study employed stratified random sampling technique in coming up with a sample size of 127 respondents from a total of 187 target population. Structured and semi structured questionnaires were used to collect data. Data gathered from the questionnaires administered was analyzed by the help of Ms Excel and SPSS version 22, while output was presented inform of frequency tables and charts. The study used both descriptive and inferential statistics to show the relationship between variables Results and conclusion: The response rate of the study was 87%.The coefficient of determination also called the R2 was 0.634. R2 value of 0.634 means that 63.4% of the corresponding variation in performance of commercial building projects registered by National Construction Authority in Kenya can be explained or predicted by (information technology adoption, strategic partnerships, customer experience management, team management) which indicated that the model fitted the study data.The findings of the study indicated that information technology adoption, strategic partnerships, customer experience management and team management have a positive relationship with performance of commercial building projects registered by National Construction Authority in Kenya.The findings of the study indicated that legal framework, stakeholder involvement, value for money and risk management have a positive relationship with performance of projects among state corporations in Kenya Policy recommendation: The study recommended that public institutions should embrace public private partnerships so as to improve performance of projects among state corporations and further researches should to be carried out in other public institutions to find out if the same results can be obtained.

INFLUENCE OF STRATEGIC MANAGEMENT BEST PRACTICES ON PERFORMANCE OF COMMERCIAL BUILDING PROJECTS REGISTERED BY NATIONAL CONSTRUCTION AUTHORITY IN NAIROBI CITY COUNTY, KENYA

Purpose: The purpose of the study was to examine influence of strategic management best practices on performance of commercial building projects registered by national construction authority in Nairobi City County, Kenya Methodology: A descriptive survey design was adopted by the study and a total of 289 commercial building projects registered by National Construction Authority in Nairobi City County was the target population, as shown in NCA (2020) directory. Using Kothari (2014) sample size formula, the study got 167 commercial building projects. This study used simple random sampling to get the firm. A structured questionnaire was used to collect primary data. The questionnaire was set in likert scale format to capture quantitative data. Data analysis entailed descriptive analysis such as means, frequency and percentages. Data was also analyzed through inferential analysis which entails correlation and regression. Statistical tests were conducted at five percent level of significance and the findings were presented through tables and figures. Results and conclusion: The coefficient of determination also called the R2 was 0.634. R2 value of 0.634 means that 63.4% of the corresponding variation in performance of commercial building projects registered by National Construction Authority in Kenya can be explained or predicted by (information technology adoption, strategic partnerships, customer experience management, team management) which indicated that the model fitted the study data.The findings of the study indicated that information technology adoption, strategic partnerships, customer experience management and team management have a positive relationship with performance of commercial building projects registered by National Construction Authority in Kenya. Policy recommendation:the study recommends that companies should embrace strategic management best practices so as to improve performance and further researches should to be carried out in other institutions to find out if the same results can be obtained.

INFLUENCE OF STRATEGIC MANAGEMENT BEST PRACTICES ON PERFORMANCE OF COMMERCIAL BUILDING PROJECTS REGISTERED BY NATIONAL CONSTRUCTION AUTHORITY IN NAIROBI CITY COUNTY, KENYA

Purpose: The purpose of the study was to examine influence of strategic management best practices on performance of commercial building projects registered by national construction authority in Nairobi City County, Kenya Methodology: A descriptive survey design was adopted by the study and a total of 289 commercial building projects registered by National Construction Authority in Nairobi City County was the target population, as shown in NCA (2020) directory. Using Kothari (2014) sample size formula, the study got 167 commercial building projects. This study used simple random sampling to get the firm. A structured questionnaire was used to collect primary data. The questionnaire was set in likert scale format to capture quantitative data. Data analysis entailed descriptive analysis such as means, frequency and percentages. Data was also analyzed through inferential analysis which entails correlation and regression. Statistical tests were conducted at five percent level of significance and the findings were presented through tables and figures. Results and conclusion: The coefficient of determination also called the R2 was 0.634. R2 value of 0.634 means that 63.4% of the corresponding variation in performance of commercial building projects registered by National Construction Authority in Kenya can be explained or predicted by (information technology adoption, strategic partnerships, customer experience management, team management) which indicated that the model fitted the study data.The findings of the study indicated that information technology adoption, strategic partnerships, customer experience management and team management have a positive relationship with performance of commercial building projects registered by National Construction Authority in Kenya. Policy recommendation:the study recommends that companies should embrace strategic management best practices so as to improve performance and further researches should to be carried out in other institutions to find out if the same results can be obtained.

Challenges of customer experience management in social commerce: an application of social network analysis

PurposeAs social media applications have turned into popular platforms for interacting with customers, creation of a consistent customer experience in social commerce has attracted the attention of many practitioners and academics. The migration to create and manage customer experience in social commerce has become an essential issue that will bring new challenges for companies. Despite the increasing investment in this area, few studies have been conducted on the challenges of managing customer experience in social commerce. To fill this theoretical gap, the current study aims at comprehensively exploring the main challenges of customer experience management (CEM) in social commerce and investigating their importance and possible effects in relation to each other.Design/methodology/approachUsing the mixed method, first, the main challenges regarding CEM in social commerce were identified by reviewing the related literature. Then the challenges were enriched and categorized by expert opinions. Next, the challenges and the categorizations were confirmed by conducting a survey analysis applying the t-test and the factor analysis method. Afterwards, the main challenges were identified and weighted. Finally, the Social Network Analysis (SNA) approach was applied to investigate the causal relationship network among the challenges.FindingsThe results indicated that the main challenges of CEM in social commerce can be categorized into eight groups. Their weights and causal effects were calculated to identify the high priority challenges. By calculating the main SNA metrics such as degree and betweenness centralities, the high priority challenges of CEM in social commerce were identified. It was revealed that challenges with high out-degree centrality can create many other challenges and those with high betweenness centrality act as intermediary points, through which cause challenges may create effect challenges.Research limitations/implicationsThe research results can help marketers to get a big picture of the challenges to successfully implement CEM in social commerce and select the appropriate migration strategies more effectively. They are further recommended to pay due attention to customers' issues as well as the organizational challenges of CEM in social commerce.Originality/valueSocial media has become a priority for businesses to create and improve the customer experience; yet there is no tool to identify the challenges of CEM in this context. This study addresses the overlooked but critically important area of social commerce. The most important contribution of this research is an attempt to provide a comprehensive and integrated framework of the challenges in implementing CEM in social commerce and explore the causal effects they may have on creation of other challenges using SNA.