Excellent Customer Experience Research Articles

Excellent Customer Experience in the Tertiary Higher Education Sector in Botswana as a Competitive Advantage

This study was aimed at developing a framework for the adoption of social media marketing by Small and Medium Enterprises in the manufacturing sector to improve their sales performance. This study was guided by objectives such as to ascertain how WhatsApp can improve the sales performance of SMEs in Botswana, to assess how Facebook can be used as a tool for increasing SME sales performance, to evaluate how effective LinkedIn is in improving SME sales performance, to determine strategies to implement social media marketing framework for SMEs and to develop a framework for the adoption of social media marketing by small and medium enterprise to improve sales performance. This study adopted pragmatism research philosophy which assisted the researcher in making decisions in regard to what worked best in finding answers for the research objectives mentioned. A sample size of 218 was determined using Taro Yamane sample size determination method. In this study it was established that SMEs have a Facebook page which they use to market its products and communicate with its customers. More so it was established that the majority of SMEs had a limited comprehension of the notion of social media marketing. The notions can be understood in a variety of ways by some. The term social media marketing is frequently used to refer to web-based platforms for engagement that, in addition to facilitating communication, enable users to share content such as photographs, videos, and links to other sites. The study established that WhatsApp has the potential to positively influence consumer purchasing decisions, thereby contributing to the growth of sales for local culinary items. It is important to comprehend the ramifications of Facebook strategies from the customer standpoint, as well as the determinants that contribute to the triumph of brands in the social media realm. It was observed that LinkedIn can assist SMEs to connect with potential customers, enhance brand visibility, and drive sales. The research suggests that policymakers should establish an index on social media marketing to serve as a reference for all small and medium businesses as a way of improving implementation of social media marketing. This research contributes to the academia and industry by identifying some research gaps and providing directions for future researches.

Тhe Positive Customer Experience as a Factor for Guest Satisfaction and Loyalty

In the contemporary hospitality industry, superior customer experiences are essential to gaining customer loyalty and achieving a competitive advantage. The guest experience lies at the heart of hospitality and is a major driver of loyalty and personal recommendations. Guest satisfaction reflects the experience guests have in the hotel establishment. But it also reflects the performance the hotel achieves through the services it offers and the way it differentiates itself from its competitors. That is why it is important that guest satisfaction and experience are at the very heart of a hotel's management strategy. Improving customer satisfaction is a critical component of the hospitality industry’s value proposition to the guests (Siguaw a. Enz,1999). Consequently, the hospitality industry spends millions of dollars per year to better assess guest satisfaction and understand the elements of loyalty. With an understanding of what causes guests to stay and to return, hoteliers can act to increase loyalty. This article aims to provide an overview of what is known so far about customer experience and identifies some emerging issues that play an important role in it. It will also describe ways that create excellent customer experience. This will help practitioners to understand the factors that influence customer experience and thus to choose the right satisfaction effective strategy which will turn their guests into loyal customers.

Transformational Leadership and Emotional Labor: The Mediation Effects of Psychological Empowerment.

In order to survive the fiercer competition, more and more service firms emphasize front-line employees' role of creating excellent customer experience by displaying positive emotions during the service interactions. However, the underlying mechanisms for the relationship between transformational leadership and front-line employees' emotional labor remain unclear. Drawing upon the conservation of resources (COR) theory, this study develops a conceptual model in which transformational leadership influences front-line employees' emotional labor through the mediator of psychological empowerment. By collecting data from 436 employees in five call centers, we tested our model and hypotheses through PROCESS 3.3 macro for SPSS developed by Hayes. The results show that transformational leadership shows positive and negative effects on deep acting and surface acting, respectively. The positive effect on deep acting is partially mediated by psychological empowerment, while the negative effect on surface acting is fully mediated by psychological empowerment. Specifically, two dimensions of psychological empowerment (impact, self-efficacy) play negative mediating roles between transformational leadership and surface acting, while impact, self-determination, and self-efficacy play positive mediating roles of transformational leadership and deep acting. The findings advance our understanding about how transformational leadership influences front-line employees' emotional labor by introducing psychological empowerment as a mediator.

Customer experience management in capsule hotels: a content analysis of guest online review

PurposeCapsule hotels are a revolutionary Japanese concept of lodging that dates back over four decades. On the other hand, capsule hotels are a relatively new concept for most travelers outside of Japan. Organizations within this target segment are starting to recognize the critical role that an excellent customer experience management (CEM) strategy offers in improving competitiveness and organizational success. Thus, this research provides scholastic insight into the framework of CEM by evaluating the user-generated content at capsule hotels.Design/methodology/approachThis study inspected 1,304 online user-generated content from the top 10 capsule hotels from Booking.com. Leximancer 4.5 was deployed to analyze the data.FindingsThe analyses revealed nine key themes to CEM of capsule hotels which are “staff,” “hotel,” “area,” “location,” “bed,” “capsule,” “check-in,” “noisy” and “luggage”.Practical implicationsThis research encourages hospitality and tourism executives to develop specific strategies for capsule hotels.Originality/valueThis research differs from previous writings in that it attempts to fill a gap in the research by offering insight into the issue in the low-budget hotel industry and by identifying key indicators that influence customer experience.

Service Quality, Customer Trust, and Company Image on Customer Satisfaction of Indonesian Government Banks

Today, the growth of monetary objects is accelerating. It is really beneficial to understand the characteristics contained inside. The purpose of this study was to find out the effect of Service quality, Customer Trust, and Corporate Image on Customer Satisfaction at Bank Rakyat Indonesia in Samarinda. The study used quantitative approach. Data were obtained through questionnaires and were quantitatively analyzed to test the research hypotheses. The number of research samples was 120 respondents. The approach used in this study is structural equation modeling. Analytical tool used were validity, reliability, autocorrelation test, multiple linear regression analysis, T, F, determination test (R2). The research findings indicated that in order to ensure excellent customer experience, banks must invest in customer education in addition to service enhancements. Additionally, customer commitment will increase as customer education increases, and banks must support growth by communicating the benefits of saving to the public in order to impact consumer interest.

Measuring Overall Customer Experience in a Hospitality Collaborative Consumption Context

Measuring and managing customer experience is increasingly becoming a priority in the experience-laden hospitality context. With the growing desire of consumers for living more authentic experiences, the collaborative consumption (CC) model has gained significant popularity in this industry. However, to date, the underlying structure of customer experience in a hospitality CC context has not been uncovered and a generalizable quantitative measure is yet to be developed. To fill this gap, this research aims to develop and validate a scale for measuring customer experience in a hospitality CC context. Based on a sample collected from Airbnb customers, results yield a 17-item five-dimensional scale (Platform brand experience, Accommodation sensory experience, Social experience with the host, Platform responsive capacity, and Quality of interaction with the host). This work demonstrates that providing an excellent customer experience in a CC context stems from a customer-centred approach from all the involved parties. Theoretical and managerial implications are also presented, along with relevant research avenues.

The Holy Grail of Software Products Success

We can easily misunderstand the prevalence of software products packed with features over the years as an indicator to our success in impressing customers; thinking that we don't need to do something more than just keep shipping features one after another and keep up with competition. We'd better change that misconception before it's too late. The generation that created sustainable existence for some software products today will not be the same as the generations that would make the decision whether these products would continue to exist. For instance, Generation Z, those born mid-to-late 1990 up to early 2010, grew up with tech that they are no longer impressed by the mere notion of Feature. Their lives are so ingrained in utility from day one that software became something they experience rather than use. It is convenience, reliability, security, seamless interactions, performance, speed and all the matters that directly contribute to positive emotional, sensory, or cognitive perception are what's important. Additionally, it's no longer the app or the piece of software alone that matters; it's the entire Brand. This is because such generations have to be acquired before they even hold the product through brand image and maintained by evolving the brand by their ever changing needs. Such perception of the software product formulated by convenience characteristics and a supportive trustable brand is what constitute Customer Experience. In this paper, it is discussed the key elements that are needed by every software company in order to create an excellent Customer Experience to acquire and maintain happy customers.

The Impact of Sensory Experience on the Buying Behavior of Coffee Shop Visitors in Indonesia

Discussions about coffee shops usually concern the visitors, who obtain a sensory experience of the surroundings. Generally, several marketing management activities in these shops focus on the art and science aspects involved in choosing target markets. This research focuses on the factors that influence customers to visit a specific coffee shop based on their sensory experience and emotions. The primary data collection was via distributing structured questionnaires to respondents directly or through online media. The findings indicated that sensory experience influences positive and negative emotions, as well as behavioral intentions. Positive and negative emotions were also shown to affect behavioral intentions. Coffee shop owners must focus on designing every aspect of the sensory atmosphere offered by their business to provide an excellent customer experience. As a result, visitors will be eager to return, their buying behavior will improve, leading to increased consumer loyalty.

Faktor yang Mempegaruhi Perilaku Peralihan Pelanggan: Peran Mediasi Kepuasan dan Kepercayaan Pelanggan

This study aims to examine and discuss the factors that influence customer switching behavior to other products and/or institutions with respondents consisting of customers of Islamic banks in the Surakarta area using the convenience sampling technique. The results are: (1) there is a positive effect between service quality on customer satisfaction and customer trust, between religiosity on customer trust, between customer experience on customer satisfaction and customer trust; (2) customer satisfaction has a negative effect on customer switching behavior; (3) a mediating role of customer satisfaction on the effect of service quality and customer switching behavior. Whatever the outcome, managers and/or employees must periodically expand their efforts to achieve customer satisfaction and customer trust through increased service quality excellence, sharia value conformity, and the excellent customer experience to anticipate possible customer switching behavior. The theoretical and practical implications, as well as the limitations of research, will be later discussed.

Evaluation of Industry 4.0 Applications for Agriculture using AHP Methodology

In today’s world because of increasing competition, shifting customer demands and expectations firms have to shorten their time-to-market, increase their flexibility and efficiency. Industry 4.0 applications as meet these requirements gain popularity. Awareness of the necessity of Industry 4.0 applications for excellent customer experience and great innovation capacity and studies searching advantageous applications for related sectors are increasing day by day. In this context, the agriculture sector, like other sectors, adapts to the changing conditions within the scope of Industry 4.0, and the concept of Agriculture 4.0, which includes digital agricultural technologies, appears. This study provides a detailed framework for the transition from Industry 4.0 to Agriculture 4.0 and digital agricultural tools. In addition, it is aimed to contribute to the literature by choosing the best alternative by evaluating these digital agricultural tools with the Analytical Hierarchy Process method according to cost, income, applicability and practicality criteria.

The framework of the Päijät-Häme Sport, Experiences, and Well-being Road Map 2030

ABSTRACT An inductive, qualitative content approach and participating co-creation were used to establish the Road Map for Sport, Experiences, and Well-being 2030 framework for the Päijät-Häme region of Finland. The themes of development are: With the development of conditions and infrastructure towards versatile and accessible actions; With digitalization towards effective accessibility; With the shared brand message towards an excellent customer experience; and With strong expertise towards seamless cooperation. The framework illustrates business development, sustainable solutions, dissemination and internationalization as cross-cutting perspectives. Furthermore, it provides regional guidelines for long-term collaborative development work; the identification of new synergies; the development of the sport, tourism and well-being business; and the strengthening of systematic and experimental innovation. It is a comprehensive regional plan for social interaction, and political–administrative decision-making and practice in Päijät-Häme. The framework can be used in other regions in a cross-administrative way to identify the specific characteristics of a region, highlight competitive advantages and outline the excellence of stakeholders.

Service Innovation for Customer Satisfaction of Telecommunication Companies

Customer perception is important in the company's business sustainability. In today's competitive global market situation, customers are always looking for services that have more value to meet their needs. Innovation becomes important to differentiate service values ​​in customer perceptions. This paper presents several survey papers which state the significant relationship between the innovation of telecommunications companies and their customers' satisfaction and loyalty. The influence factors considered by customers and aggressively affect their satisfaction also explained in previous surveys. Several innovations have also been carried out by various researchers to improve customer perceptions through excellent customer experience when interacting with customer relationship management. This paper also presents the novel method of developing value-added services for telecommunications companies and the development service roadmap that accurately predicts the successful implementation of an innovation into the market. Further research can utilize the above studies to develop services in other aspects of customer experience on telecommunications services.

A comprehensive study on customer experience using theme analysis: How to create excellent customer experience?

تمرکز بر تمایز رقابتی بین سازمان‏ها همواره مطرح بوده است. در عصر امروز، ایجاد تجربه خاص برای مشتری منبع ایجاد این مزیت رقابتی است. هدف این تحقیق دستیابی به مدلی است که با تکیه بر مدیریت جامع تجربه مشتری در سازمان، مزیت رقابتی بلندمدت را در فضای رقابتی تضمین کند. این تحقیق با مطالعه جامع بیش از 30 کتاب، 48 مقاله، 15 مقاله اینترنتی و بیش از 20 مدل در حوزه تجربه مشتری انجام شده است. با استفاده از روش کیفی تحلیل مضمون، مدل نهایی شامل سه لایه 1) طراحی و اجرا، 2) ارزیابی (کمی و کیفی) و 3) سطح بلوغ طراحی شد. در هر لایه، دو سطح (شامل سطح کلان و سطح جزئیات) مستخرج از مضامین شناسایی‏شده تعیین شدند. فرآیند پیشنهادی برخلاف عموم مدل‏های موجود، شامل چرخه کامل مدیریت تجربه است؛ شامل توجه همزمان به پیش‏نیازها، فرآیند اجرا و دستاوردهای مورد انتظار. همچنین ارزیابی در تمامی مراحل فرآیند انجام می‏شود و صرفاً محدود به اندازه‏گیری نتایج نیست. به این مساله در هیچ مدلی تاکنون توجه نشده است. برای اولین بار، منطق کیفی اندازه‏گیری سفارشی‏سازی شده برای تجربه مشتری طراحی شد. از جمله کلیدی‏ترین یافته‏های تحقیق شامل اهمیت دیجیتالی کردن سفر مشتری، نیاز به پایش کیفی و کمی کل فرآیند و طراحی از نگاه مشتری (بیرون به داخل) است.

Predicting the Quality of Service Experienced By the Users Based on the Measurement History of the Network

Growing from one generation to the following, wireless networks have frequently been enhancing their efficiency in various methods and also for varied purposes. The increase in the usage of different mobile phone world broad web functions may result in degeneration in the mobile network performance. Such destruction often drops the efficiency of the mobile network solutions that can influence the mobile World broad web consumer's experience, which can create the world wide web individuals switch between different mobile network operators to get excellent customer experience. In this particular situation, the effectiveness of mobile phone network operators primarily relies on the capability to make a certain top quality of experience (QoE), which is a procedure of consumers' identified quality of mobile Internet company. The goal is actually to exploit the information made by and already accessible in the network to appropriately release, set up, and optimize network nodules.

Model of "short cycles" as innovative product development

The fourth industrial revolution is a phenomenon that is actively becoming a reality and that initiates a change in the strategic guidelines of industrial enterprises. The previous strategic indicators such as scale of production, cost and quality have been replaced by a value system such as rapid response, flexibility, disruptive innovation and speed. Organization of production in today's reality has an important characteristic, reflecting the concentration at the stage of product development. Therefore, the purpose of the study is to offer effective product development concept in the context of reducing time to market. The concept of the model of «short cycles» is considered. The example of implementing this model in PJSC Severstal, which is the flagship of the Russian industry, is analyzed. The company has launched a global transformation, one of the points of which is the provision of excellent customer experience. Its implementation requires innovative and effective product development models, such as the model of "short cycles", which has already brought initial success to the company.

Serving the customer better by understanding their top tasks

The biggest influence on the customer experience, particularly in digital, is the experience customers have as they seek to complete their top tasks. Digital tends to be a very functional, utilitarian environment. Even in social spaces, people are very active. People may not mind wasting time on Facebook with their friends. However, Facebook would not survive long if people felt they were wasting time uploading pictures or trying to figure out how to tag those pictures. Time is a brutal determiner of success, and digital leaders measure customer time in milliseconds, not seconds. Digital is an explosion of possibilities — an almost unlimited world of content and tools. Yet, what truly matters to people when making a decision remains very small and concise. ‘Top tasks’ are those things that matter most to someone when they are deciding to buy a car, choose a university, or select another product or service. By contrast, ‘tiny tasks’ are those kinds of organisation-centric tasks that explode with content, often severely disrupting customers’ top tasks journey. Thus, an important step in delivering excellent customer experience is to remove or mitigate the influence of tiny tasks. This paper aims to explain how the Top Tasks methods work and how you can apply them to develop a better understanding of what matters most to your customers.

Developing a Mobile Applications Customer Experience Model (MACE)- Implications for Retailers

This paper examines the customer experience in relation to retailers' m-commerce mobile applications. The research aims to understand the variables capable of influencing the customer experience during use of retailers' m-commerce mobile applications, resulting in the development of a Mobile Application Customer Experience Model (MACE). Through the use of structural equation modelling on a sample of 1024 consumers, the findings of the research highlight the importance of utilitarian factors in driving an effective customer experience. In contrast to the e-commerce environment with regard to flow theory, this research highlights that customers are conscious of the length of time spent completing an activity on an m-commerce mobile application, thus should customers perceive to spend longer than necessary using the application, it will result in a negative customer experience. Additionally, the findings illustrate that gender and smartphone screen-size play a moderating role on the customer experience. The findings provide key managerial implications for retailers on how to provide an excellent customer experience through mobile applications as a service delivery channel.

Customer care excellence in the new product development process: a case study

Excellence in product development can be achieved by integrating various stakeholders' requirements into a winning offering. After-market services have become increasingly important for companies, as digitalisation enables new business models and revenue streams. The integration of customer care must be performed in the product development (PD) process in the early concepting and development phases in order to ensure an excellent customer experience. The traditional elements of care - spare parts, service tools, and support - must be coupled with new services. Future cutting-edge products demand new self-support, repair, and upgrade capabilities that are enabled by the digitalisation of product-service assets and low-cost distribution platforms. This study aims to increase knowledge on how care capabilities can be created in the PD by analysing the critical care inputs and their effects in the product concepting phase. In addition, the critical care outputs in the case company's product development process in the main phases are presented.

Student Engagement Towards HEIs: Relationship Marketing Perspective

To effectively retain high quality students, it is critical for the HEIs to provide an excellent customer experience across the student lifecycle. Thus, adopting the relationship marketing perspective, this study extends the Relationship Investment Model in order to identify the determinants student engagement with the institutions. Specifically, this study attempts to examine the effect of satisfaction, dimensions of relationship investment and alternative attractiveness on commitment, and consequently on the student engagement towards HEIs. The findings of this study are expected to reveal the significant predictors of student commitment and consequently on student engagement. The findings may as well provide the foundation that fit the HEIs to design an effective program that will engage the students and consequently ensure their relevance in the competitive educational world.

A New Healthcare Alliance: Consumer Engagement in the New Healthcare Economy

A New Healthcare Alliance: Consumer Engagement in the New Healthcare Economy