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Author: Daniel Gurski Publisher: Anchor Academic Publishing (aap_verlag) ISBN: 3954896184 Category : Business & Economics Languages : en Pages : 62
Book Description
The study at hand investigates customer experiences at the American coffee company Starbucks and develops a new scale to measure customer experience quality on the basis of four dimensions: Service quality, atmosphere quality, flow quality and learning quality. The study reveals that product quality itself is a separate, but related construct to customer experience quality which alone is not sufficient to create customer loyalty. The effect of customer experience quality and product quality on customer loyalty intentions is found to be fully mediated by perceived value. Moreover, perceived wealth of the customer acts as a moderator and increases the positive effect of customer experience quality on perceived value whereas it weakens the effect of product quality on perceived value. Collectively, the results extend and clarify concepts in the evolving, but inconsistent customer experience management literature. The findings enable managers to stage customer experiences more effectively and more efficiently.
Author: Daniel Gurski Publisher: Anchor Academic Publishing (aap_verlag) ISBN: 3954896184 Category : Business & Economics Languages : en Pages : 62
Book Description
The study at hand investigates customer experiences at the American coffee company Starbucks and develops a new scale to measure customer experience quality on the basis of four dimensions: Service quality, atmosphere quality, flow quality and learning quality. The study reveals that product quality itself is a separate, but related construct to customer experience quality which alone is not sufficient to create customer loyalty. The effect of customer experience quality and product quality on customer loyalty intentions is found to be fully mediated by perceived value. Moreover, perceived wealth of the customer acts as a moderator and increases the positive effect of customer experience quality on perceived value whereas it weakens the effect of product quality on perceived value. Collectively, the results extend and clarify concepts in the evolving, but inconsistent customer experience management literature. The findings enable managers to stage customer experiences more effectively and more efficiently.
Author: Fiona Fui-Hoon Nah Publisher: Springer ISBN: 3030223353 Category : Computers Languages : en Pages : 394
Book Description
This two-volume set LNCS 11588 and 11589 constitutes the refereed proceedings of the 6th International Conference on Business, Government, and Organizations, HCIBGO 2019, held in July 2019 as part of HCI International 2019 in Orlando, FL, USA. HCII 2019 received a total of 5029 submissions, of which 1275 papers and 209 posters were accepted for publication after a careful reviewing process. The 63 papers presented in these two volumes are organized in topical sections named: Electronic, Mobile and Ubiquitous Commerce, eBanking and Digital Money, Consumer Behaviour, Business Information Systems, Dashboards and Visualization, Social Media and Big Data Analytics in B
Author: Rahman, Muhammad Sabbir Publisher: IGI Global ISBN: 1522578927 Category : Business & Economics Languages : en Pages : 171
Book Description
The contribution of small and medium enterprises (SMEs) is acknowledged as an influential engine to economic growth. However, the biggest challenge faced by these SMEs is the lack of competitive service offerings for their target customers due to unstandardized products and a lack of consumer engagement and strategies. Service Marketing Strategies for Small and Medium Enterprises: Emerging Research and Opportunities is an essential reference source that provides guidelines on how SMEs can achieve sustainability through positive marketing outcomes and effective customer services. Featuring research on the assessment of SMEs’ customer service expectation, listening to customers through qualitative research, service quality model and its marketing implications, integrated marketing communications for SME environments, effective service encounters, and relationship developing strategies for SMEs, this publication provides new models for managers, industry professionals, academicians, and researchers.
Author: Szintia Dezsi Publisher: GRIN Verlag ISBN: 3668949123 Category : Business & Economics Languages : en Pages : 51
Book Description
Master's Thesis from the year 2018 in the subject Business economics - Business Management, Corporate Governance, , language: English, abstract: The principal aim of this paper is to analyze the customer experience journey, to evaluate the brand promise versus brand delivery of Starbucks throughout a local survey, in order to determine how well the values presented in the mission statement of the company align with customers' perceptions in Cluj-Napoca, Romania. The choice is not arbitrary, given that it is one of the most popular coffee-shops in the country, which may be attributed not only to the quality of the products and services, but to the sophistication it is associated with as well. Customer experience (CX) has become a buzzword in business management and it can help companies reevaluate and rethink their strategy in order to gain competitive advantage in their market. Organizations are becoming increasingly aware of the need of creating an outstanding and unique customer experience. Leaders have realized that customer satisfaction is no longer enough to ensure customer loyalty and the thriving of a brand in today’s world. In these circumstances, it is no surprise that the topic has been receiving considerable attention over the past years.
Author: Cristina Ziliani Publisher: Routledge ISBN: 0429663420 Category : Business & Economics Languages : en Pages : 256
Book Description
In this insightful new text, Cristina Ziliani and Marco Ieva trace the evolution of thinking and practice in loyalty management. From trading stamps to Amazon Prime and Alibaba 88 Membership, they present a fresh take on the tools, strategies and skills that underpin its key significance in marketing today. Loyalty management is increasingly identified with the design and management of a quality customer experience on the journey across the many touchpoints that connect the customer with the brand. Evaluating the research on best practice and offering concrete examples from industry, the authors argue that existing schemes and systems are not just things of the past but should be the optimal starting point for companies needing to foster customer loyalty in an omnichannel world. Drawing on 20 years of experience in research, consulting and teaching, the authors have compiled a unique research-based practice-oriented text. It will guide marketers, business leaders and students through the changes in marketing thought and practice on loyalty management as well as offering practical guidance on the skills and capabilities that companies need if they want to be successful at delivering essential loyalty-driving customer experiences.
Author: Carlos Velasco Publisher: Frontiers Media SA ISBN: 2889455181 Category : Languages : en Pages : 101
Book Description
Our food experiences can be significantly influenced by both intrinsic and extrinsic multisensory information. Therefore, it is crucial to understand and apply the principles that govern the systematic connections that exist between the senses in the context of Human-Food Interaction (HFI). In our Research Topic, namely Multisensory Human-Food Interaction (MHFI), several studies that consider such connections in the context of HFI are presented. We also have contributions that focus on multisensory technologies that can be used to share and reproduce specific HFIs. This eBook, which resulted from the Research Topic, presents some of the most recent developments in the field of MHFI. In particular, it consists of two main sections and corresponding articles. The eBook begins with the Editorial, which provides an overview of MHFI. Then, it includes six articles that relate to principles in MHFI and three on technologies in MHFI. We hope that the different contributions featured here will support future developments in MHFI research.
Author: Philip Kotler Publisher: Springer Science & Business Media ISBN: 3540447296 Category : Business & Economics Languages : en Pages : 368
Book Description
This is one of the first books to probe deeply into the art and science of branding industrial products. The book comes at a time when more industrial companies need to start using branding in a sophisticated way. It provides the concepts, the theory, and dozens of cases illustrating the successful branding of industrial goods. It offers strategies for a successful development of branding concepts for business markets and explains the benefits and the value a business, product or service provides to industrial customers. As industrial companies are turning to branding this book provides the best practices and hands-on advice for B2B brand management.
Author: María Jesús Yagüe Guillén Publisher: MDPI ISBN: 3039213350 Category : Business & Economics Languages : en Pages : 122
Book Description
Loyalty is one of the main assets of a brand. In today’s markets, achieving and maintaining loyal customers has become an increasingly complex challenge for brands due to the widespread acceptance and adoption of diverse technologies by which customers communicate with brands. Customers use different channels (physical, web, apps, social media) to seek information about a brand, communicate with it, chat about the brand and purchase its products. Firms are thus continuously changing and adapting their processes to provide customers with agile communication channels and coherent, integrated brand experiences through the different channels in which customers are present. In this context, understanding how brand management can improve value co-creation and multichannel experience—among other issues—and contribute to improving a brand’s portfolio of loyal customers constitutes an area of special interest for academics and marketing professionals. This Special Issue explores new areas of customer loyalty and brand management, providing new insights into the field. Both concepts have evolved over the last decade to encompass such concepts and practices as brand image, experiences, multichannel context, multimedia platforms and value co-creation, as well as relational variables such as trust, engagement and identification (among others).
Author: Daniel Gurski
Author: Daniel Gurski
Author: Fiona Fui-Hoon Nah
Author: Rahman, Muhammad Sabbir
Author: group of authors
Author: JOBBER AND ELLI
Author: Szintia Dezsi
Author: Cristina Ziliani
Author: Carlos Velasco
Author: Philip Kotler
Author: María Jesús Yagüe Guillén