Global ETD Search
Search theses and dissertations gathered from participating repositories worldwide. Every result links back to the library that holds it. No account is needed.
Results
Showing 1 to 20 of 107 for “"Customer experience"”.
-
Digital Technologies, Customer Experience, and Decisions
… how digital technologies have changed customer experience and their decisions. The first chapter investigates market participants’ reactions to predictive algorithms and the effects of this public information source on market outcomes. In particular, I study the extent to which buyers …
-
Digital Customer Experience bei Online-Kaufprozessen – Ansätze für kleine und mittlere Online-Handelsunternehmen zum Management der Digital Customer Experience
This paper explores the Digital Customer Experience within the context of online purchasing processes and offers guidance on how small and medium-sized online retailers can manage it effectively. As a key success factor, the Digital Customer Experience is highly relevant for these retailers, who …
-
Internal Market Orientation and Customer Orientation: Effects on Service Employees and Customer Experience
… between internal market orientation (IMO), customer orientation of service employees (COSE), and customer experience (CX) in the context of hospitality industry. Drawing on social exchange theory and equity theory, this research examines how employee-oriented practices, such as support, …
-
The influence of employee engagement on customer experience in business-to business relationships
A customer's overall experience of interaction with a firm can be influenced by a variety of antecedents including employee behaviour, and can affect a variety of constructs including a customer's intention to remain loyal to a firm. The study contributes to the customer experience literature by …
-
Improving customer experience through advocacy and morphing : a Web application for Suruga Bank
… rise of the internet, the relationship between customer and company has changed so that customer power increased. Companies have had to change their marketing activity from mass media based to internet based. At the same time, if the company successfully established web-based communication with …
-
An integrated model for the measurement of online customer experience. An empirical international study.
… and its impact on the overall role of today¿s customers, existing models for the measurement of perceived quality, satisfaction and loyalty are worth revisiting. This is specifically important in light of the prominent progress of some of the new business concepts, particularly customer …
-
The Impact Of Mobile Banking Customer Experience On Loyalty Among Millennials In South Africa
… makes it important to understand the nature of customer-bank interactions and relationships. Businesses that offer mobile banking are trying to provide their customers with improved customer service and experiences. The objective of this study is to examine how customer experience of mobile …
-
A multi-perspective on the role of customer experience across the hospitality industry in Gozo
… purpose of this study is to identify the role customer experience plays within the hospitality industry in Gozo. The aim is to obtain an overview of the expectations of hotel guests and how various hospitality providers deal with delivering a positive customer experience. Methodological …
-
Achieving excellence in managing customer experience – An exploration of smaller details that make a difference
Established firms acknowledge the importance of a customer experience (CX) as a leading strategic approach but face challenges in managing customer experience compared to digitally born organisations. However, in theory and practice, the concept of customer experience management is fragmented …
-
Customer experience as an antecedent to market orientation: a mixed methods study of postgraduate students
Market Orientation and Customer Experience are both constructs that belong to the world of business. It has now become necessary for universities to also embrace these business concepts in order to remain relevant and competitive, given the vast changes in Higher Education landscapes globally. …
-
The role of customer experience in technology strategy : implications for product adoption in information technology
… research identifies and describes the impact of customer experience on the adoption of information technology products. The research findings are applied to the business case of a global technology firm entering into in the cloud computing space. We chose a customer-centric lens in order to …
-
The Impact of AI on Online Customer Experience and Consumer Behaviour. An Empirical Investigation of the Impact of Artificial Intelligence on Online Customer Experience and Consumer Behaviour in a Digital Marketing and Online Retail Context
… technology has the potential to enhance online customer experience and outcomes of customer experience. However, research relating to the impact of AI is still developing and empirical evidence sparse. Taking a consumercentred approach and by adopting Social Response Theory as theoretical lens, …
-
Redesigning the documentation process to streamline the process flow in the field and improve the overall customer experience
… product robustness and ultimately, improve customer experience. Furthermore, this thesis suggests next steps that Waters can follow in order to pursue this project until complete effectiveness of the proposed software system is achieved.
-
“An Empirical Research on the Impact of Holistic Business Approach on Customer Experience in the UAE Luxury Hospitality Industry”
… of the hospitality industry and their impact on customer experience in the United Arab Emirates (UAE). At present, the luxury hospitality industry exhibits an incomplete picture of holistic business practice by mainly focusing on economic profitability and environmental sustainability. The …
-
Learning in adaptive spaces : how customer experience professionals experience learning during technology-mediated interaction, and implications for organisational learning
This research investigates how customer experience (CX) professionals experience learning through their use of digital technologies in organisations, and considers the implications for organisational learning. A phenomenographic methodology was used to compare the variation in employees’ …
-
The Coordination Imperative: A Comprehensive Approach to Align Customer Demand and Inventory Management for Superior Customer Experience in Retail
The rapid growth of customers traversing different channels during their buying journey presents both opportunities and challenges for organizations. Fragmented decision-making and siloed communication between marketing and supply chain teams can lead to inefficiencies and negatively impact …
-
Optimizing shipping pricing on Dell.com on build to order notebooks to US consumers across customer experience, profitability and working capital
… Dell.com is uniform across products and provides customers with three levels of service Express, Expedited, and Standard. In October 2016, Dell launched a program to give customers more information and better choices when they select their shipping method with the goal of improving the customer …
Page 1 of 6