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.
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Showing 1 to 20 of 24 for “"customer journey"”.
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A Study of Livestream Shopping’s Role in the Customer Journey
… analysis of livestream shopping’s role within a customer journey using the AIDAS model was conducted with case studies. It was found that in pre-purchase stages, when used along with network targeting and multi-channel marketing, shopping livestreams can be extremely effective in spreading …
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Beyond Lifetime Value: A Customer Journey Analysis to Fan Engagement and Spending in Professional Sports
… in a professional sports ecosystem, introducing Customer Journey Analysis (CJA) as a dynamic alternative to traditional customer lifetime value (LTV) models. Through an analysis of over 930,000 net new fans acquired from July 1, 2021, to June 30, 2024, this study identifies critical patterns in …
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Investigacion del concepto Customer Journey, como herramienta contemporánea para la gestión del contacto con los consumidores
… de conocimiento que existe sobre el concepto de Customer Journey en Argentina acompañado de la elaboración de un modelo básico del mismo, el cual permite visualizar las etapas básicas que lo componen y los factores clave del éxito involucrados. Este tópico es un concepto moderno, al cual muchos …
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Improving complex sale cycles and performance by using machine learning and predictive analytics to understand the customer journey
… firms need insight about markets and customers along the entire sales and marketing cycle. This demand is complicated by the inflexibility of legacy systems and growing distributed architectures add even more internal complexity. In addition, gaps and mismatches between strategy and …
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Die Customer Journey im Kongress- und Veranstaltungssektor der Schweiz – Analyse wirtschaftlicher Aspekte und Verbesserung des Touchpoint Managements durch Strategien und Handlungsempfehlungen
… examines how digitization is altering customer behaviors and recommends effective responses. Methodology The dissertation is based on a three-pronged methodology: 1. A comprehensive review of existing research on digitization in the tourism and meetings industry. 2. An empirical …
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Integrale Konzeption zur Lösung der «Flächenfalle» im Schweizer Möbelhandel
… particularly has a significant influence on the customer journey and severely affects brick-andmortar retail, which has largely lost its role as a source of information and inspiration. The innovation activities of retailers in Swiss home furnishings are primarily limited to the goal of …
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Zukunftsorientierte Geschäftsmodelle für die klassische Bäckerei in Österreich – Theoretische Konzeption und empirische Analyse von Szenarien und Geschäftsmodelloptionen
… the company’s existence. Orientation towards customer experience provides a chance to a differentiated positioning by further developing the current business model in a customer-oriented way. Customer experience provides deeper insight into how consumers experience and evaluate a company’s …
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Three Essays on Analyzing and Managing Online Consumer Behavior
… as well as marketing researchers: How do customers of free e-services contribute value without paying? What are the nature and dynamics of nonmonetary value contributions by nonpaying customers? Based on a literature review and depth interviews with senior executives of free e-service …
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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 …
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Omnichannel Retailing and Changing Habits in Consumer Shopping Behavior
… omnichannel retailing. Omnichannel refers to the customer-centric strategy that integrates all available channels to create a seamless shopping experience that increases the convenience for the customer throughout the shopping process. This blurring of the boundaries between the offline and online …
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Investigating the effects of personalisation in email on student choice
… content as grounded in knowledge of student customer journey and its delivery through email can be important for HEI marketers. The current thesis aims to examine this in relation to student enrolment intentions by understanding the student enrolment journey and the variables influencing it. …
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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 …
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E-Commerce Supply Chain Risk Mitigation and Online Sales Performance
… these three service areas, this study employs e-customer journey mapping. The resulting model proposes three major hypotheses, which are empirically tested using hierarchical multiple linear regression and further tested for robustness using binary logistic regression technique. A sample of 398 …
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Beyond the Echo: Exploring Usage, Anthropomorphism and User-Smart Object Relationships in the Age of Amazon Alexa
… However, while poised to revolutionise the customer journey, insight into the successful adoption and usage of VCSA devices, the perception and relationships that emerge as a result of usage, and the influence of such on the use of voice-shopping is limited. This study seeks to address this …
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Desenvolvimento de uma escala teórica multidimensional da interface logística e marketing para avaliação de estratégias omnichannel
… entails a paradigm shift by integrating customer touchpoints, making them complementary and building a fluid, non-linear, and customer-centered purchase journey. Although omnichannel adoption has proven effective in terms of organizational results, it also poses relevant challenges, …
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Improving e-Commerce sales using machine learning
… moving towards digital sales and marketing, the customers are being bombarded with frequent and often irrelevant marketing communication from myriad sources. The thesis proposes understanding the digital purchase journeys of the customers from the lenses of both sellers and customers to make …
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Estrategias integrales de posicionamiento en la Escuela Colombiana de Rehabilitación ECR
… en diseñar un Mapa de Experiencia del Cliente (Customer Journey Map, CJM) que permita identificar los puntos de dolor en las interacciones del estudiante con la ECR y establecer estrategias integrales orientadas a la mejora de su experiencia y a brindar un posicionamiento a la ECR. La …
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Robotics, artificial intelligence and service automation in hotel service process design: can customer dominant logic provide improved value?
The lack of focus on the customers’ ecosystem and service technology (Robotics, AI and Service Automation: RAISA) in current Service Process Design (SPD) models prompted this research, the principal aim of which is to create a refined model (incorporating Customer Dominant Logic; CDL) to better …
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Factors influencing the decision to transition from Multi-Channel to Omni-Channel – A Banking Perspective
… information are shared across cross channels, customers are in control of the channels they wish to use. Factors influencing the organisational decision to transition from Multi-Channel to Omni-Channel hasn't been fully explored. Is this decision responding to internal factors like efficiency …
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