During the last year the Netherlands Institute for Documentation and Filing (N.I.D.E.R.) was reorganized. The new statutes permit specialized sections to be established; the…
Abstract
During the last year the Netherlands Institute for Documentation and Filing (N.I.D.E.R.) was reorganized. The new statutes permit specialized sections to be established; the constantly growing Classification Committee will, therefore, become a section of NIDER.
The papers in this issue were given at the 25th Annual Conference, held at Bristol University from 22nd to 25th September, 1950. Some 230 delegates from the British Isles, the…
Abstract
The papers in this issue were given at the 25th Annual Conference, held at Bristol University from 22nd to 25th September, 1950. Some 230 delegates from the British Isles, the Commonwealth and Europe were welcomed to dinner on Friday evening by Sir Philip Morris, C.B.E., M.A., Vice‐Chancellor of the University, and Lady Morris. No papers were given on Friday evening, Mr. J. E. Wright arranging an informal dance after dinner.
Aarhus Kommunes Biblioteker (Teknisk Bibliotek), Ingerslevs Plads 7, Aarhus, Denmark. Representative: V. NEDERGAARD PEDERSEN (Librarian).
Parisa Mousavi, Mehdi Shamizanjani, Fariborz Rahimnia and Mohammad Mehraeen
Customer experience management (CXM), which aims to achieve and maintain customers' long-term loyalty, has attracted the attention of many organizations. Improving customer…
Abstract
Purpose
Customer experience management (CXM), which aims to achieve and maintain customers' long-term loyalty, has attracted the attention of many organizations. Improving customer experience management in organizations requires that, first, their relevant capabilities be evaluated. The present study aimed to offer a set of key performance indicators for evaluating customer experience management in commercial banks.
Design/methodology/approach
The study, first, attempted to identify the components of evaluating customer experience management by reviewing the related literature and conducting interviews with experts. Then, the extracted components were transformed into assessable metrics using the goal question metric method, and the key performance indicators relevant to customer experience management in commercial banks were selected according to the experts' opinions and the Fuzzy Delphi method.
Findings
According to the findings of the study, 21 key performance indicators were identified for customer experience management in commercial banks, and customer satisfaction, the mean number of calls to resolve an issue in customer journey touchpoints, the NPS, and the ratio of the budget allocated to the CXM department to the budget of the marketing department were found as the most significant performance indicator according to banking experts.
Originality/value
The present study was among the first research projects intended to evaluate CXM and offer key performance indicators that could help the managers of commercial banks assess the maturity levels of their CXM.
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Samaneh Rahimian, Mehdi ShamiZanjani, Amir Manian and Mohammad Rahim Esfidani
Creating an extraordinary and memorable customer experience is the goal of every company seeking to be a market leader. This amplifies the need for customer experience management…
Abstract
Purpose
Creating an extraordinary and memorable customer experience is the goal of every company seeking to be a market leader. This amplifies the need for customer experience management (CEM), particularly in customer-centric industries. Despite the indispensable importance of CEM, studies conducted within this area have been scattered and no agreement has been reached upon its stages. Therefore, this paper aims to identify the main stages and steps for effective and efficient CEM in the hotel industry.
Design/methodology/approach
Considering the variety of approaches in the literature and also the need to explain CEM stages in the hotel industry, a systematic literature review (SLR) has been picked as the first research methodology. It entailed a systematic review of 116 academic and professional studies. Then, the framework was completed by interviewing 19 experts.
Findings
With SLR and complementary interviews, this study obtains a four-stage framework for CEM in the hotel industry, each comprising necessary steps. These four stages are customer identification, customer experience design, customer experience implementation and customer experience measurement, which are all executed through organizational factors such as culture, structure, leadership, human resources and technology.
Research limitations/implications
This study identifies CEM stages in the hotel industry via SLR and interviews. Due to dispersion in customer experience studies, the need for research on CEM in another service- and customer-based industries is apparent.
Practical implications
The suggested framework can help hotel managers enhance the management of their customers’ experience and deliver a superior and memorable experience.
Originality/value
The current study aims to add value to the literature by presenting a framework of CEM in the hotel industry. Through a systematic literature review and interviewing experts, a framework of CEM stages and steps was identified. The proposed framework allows for improving future CEM studies.
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Rakibul Hasan, Scott Weaven and Park Thaichon
Artificial intelligence (AI) is shifting the way of how customers interact with organisations by blending both physical and digital environments, thereby creating a new paradigm…
Abstract
Artificial intelligence (AI) is shifting the way of how customers interact with organisations by blending both physical and digital environments, thereby creating a new paradigm of customer-organisation relationship. The new relationship boundary driven by AI principally challenges as well as creates opportunities for relationship marketing theories and practices. The main objective of this chapter is to present a framework named ‘physical-digital space’ to demonstrate how AI can merge the physical and digital world. To broaden the understanding, this chapter uses the lens of customer experience in relationship marketing. The framework extends the existing understanding and provides managerial implications on how an organisation can develop strategies so that a customer consciously or subconsciously develops a positive relationship with the organisation.
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Shahrbanoo Yadollahi, Ali Kazemi and Bahram Ranjbarian
Customer-to-customer (C2C) interactions substantially affect the overall service experience. This study attempts to provide a better and deeper understanding of C2C interactions…
Abstract
Purpose
Customer-to-customer (C2C) interactions substantially affect the overall service experience. This study attempts to provide a better and deeper understanding of C2C interactions during the customer journey in the banking industry. The study aims to investigate the complexities of these interactions and to detect their outcomes and further implications in banking services.
Design/methodology/approach
This study used a sequential mixed-method approach. Firstly, semi-structured interviews were conducted to identify the components of C2C interactions during the customer journey. Subsequently, thematic analysis was performed to categorize the data and extract relevant components. Secondly, structural equation modeling was used to investigate the role of C2C interactions in behavioral outcomes.
Findings
The findings reveal that during the customer journey, C2C interactions plays a key role by providing information, managing queuing behavior, providing resources, and addressing issues related to other customers’ misbehavior. Additionally, C2C interactions have a positive direct effect on the customer experience, satisfaction, and loyalty. Customer experience, in turn, affects customer satisfaction and loyalty.
Originality/value
This study highlights the need for academic scholars to prioritize customers’ interaction during the customer journey in financial services, addressing a gap between industry directions and academic research in customer experience. Also, the findings help service providers develop effective strategies to enhance the customer experience by focusing on C2C interactions during the customer journey.
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José Luis Ruiz-Real, Juan Carlos Gázquez-Abad, Irene Esteban-Millat and Francisco J. Martínez-López
The authors analyze the relationship between different consumer attitudinal variables and a number of variables related to consumer perception of the store and purchasing…
Abstract
Purpose
The authors analyze the relationship between different consumer attitudinal variables and a number of variables related to consumer perception of the store and purchasing behavior, in assortments composed exclusively of private labels (PLs).
Design/methodology/approach
The authors developed an experiment based on an online survey to test the hypotheses formulated. The model’s causal relationships are established using structural equations.
Findings
The image of stores that only offer their own brand is mainly configured by price consciousness and the attitude toward the private label. The private label purchase intention is strongly influenced by the store image and a favorable attitude toward the brand, and loyalty strategies should be aimed at securing a clear perception of providing real value.
Practical implications
For retailers who only offer their own brands, an assortment with price-competitive PLs is key to the strategy of differentiating them from other retailers. It is reasonable to assume that, if retailers have a favorable image, customers transfer this brand value to their PLs and trust them. Customer loyalty strategies of these retailers should be aimed at ensuring that consumers clearly perceive that their assortment provides real value and that, although it is limited in terms of number of brands, it can meet all their needs.
Originality/value
This research represents a significant contribution to brand management literature because, includes, together with loyalty to the store, its image and the PL purchase intention as consumer response variables. Another differentiating feature is the methodology used. Estimation of the structural equation model permits the simultaneous estimation of the relationships between the variables.
Objetivos
Analizamos la relación entre diferentes variables actitudinales de los consumidores y un número de variables relativas a la percepción de los consumidores con respecto al establecimiento y el comportamiento de compra, todo ello en surtidos compuestos exclusivamente por marcas de distribuidor.
Metodología
Desarrollamos un experimento online, basado en una encuesta, para testar las hipótesis planteadas. Utilizamos ecuaciones estructurales para determiner las relaciones causales del modelo.
Resultados
La imagen de los establecimientos que ofrecen exclusivamente su propia marca se configura, principalmente, por la conciencia de precio y por la actitud de los consumidores hacia la marca privada. La intención de compra de la marca de distribuidor está fuertemente influenciada por la imagen del establecimiento y por una actitud favorable hacia dicha marca, por lo que las estrategias de fidelización de clientes deberían estar orientadas a asegurar una clara percepción de proporcionar valor real a los consumidores.
Implicaciones prácticas
Para los minoristas que ofertan exclusivamente sus propias marcas, un surtido con marcas de distribuidor muy competitivas en precio es fundamental en su estrategia de diferenciación de sus competidores. Además, es razonable suponer que si los minoristas cuentan con una imagen favorable, los consumidores trasladarán este valor de marca a sus propias marcas propias y confiarán en ellas. Las estrategias de fidelización de este tipo de minoristas deberían ir enfocadas a asegurarse de que los consumidores perciben claramente el valor real que aporta su surtido y que, aunque limitado en términos de número de marcas y alternativas, les permite cubrir todas sus necesidades.
Originalidad/valor
Esta investigación supone una significativa contribución a la literatura sobre gestión de marcas al incluir, conjuntamente con la lealtad al establecimiento, su imagen y la intención de compra de la marca de distribuidor como variables respuesta del consumidor. Otro elemento diferenciador es la metodología empleada, ya que la estimación del modelo de ecuaciones estructurales permite la estimación simultánea de las relaciones entre las distintas variables.
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Mina Khoshroo and Mohammad Talari
With the advent of transformational and digital technologies, companies are striving to integrate digital transformation strategy (DTS) into their business models to stay…
Abstract
Purpose
With the advent of transformational and digital technologies, companies are striving to integrate digital transformation strategy (DTS) into their business models to stay competitive. However, in many cases, the implementation of DTS fails because managers lack knowledge about the opportunities and challenges associated with this strategy.
Design/methodology/approach
First, a bibliometric analysis was conducted with data related to DTS from the Scopus database for the period 2011–2023 to identify scientific trends in the field of DTS. Subsequently, 2,363 documents were collected and analyzed using Vosviewer software. Finally, the opportunities and challenges within the field of DTS were identified as one of the latest trends through a meta-synthesis method.
Findings
The findings of this research highlight the current scientific trends in the field of DTS. Also, the challenges of implementing the DTS are lack of instructions and rules, financial weakness, lack of alignment, inappropriate organizational structure, lack of digital organizational culture, challenges related to employees, lack of a digital leader and cyber threats. In addition, DTS implementation opportunities can be divided into three groups: improving customer experience, improving business processes and strategic renewal and creation of new business models.
Originality/value
The present research introduces two key innovations. The first is to offer a summary of prior research in the field of DTS. The second is identifying the opportunities and challenges associated with adopting this strategy, which is one of the latest trends.
Details
Keywords
Mina Khoshroo and Mohammad Talari
Today, the rapid development and expansion of advanced technologies have created many changes in society and industry and motivate businesses to use digital transformation…
Abstract
Purpose
Today, the rapid development and expansion of advanced technologies have created many changes in society and industry and motivate businesses to use digital transformation strategy (DTS) to create significant changes in the business environment. Therefore, it is necessary to define a roadmap and a vision that will determine the steps forward in this direction. In line with this, the purpose of this study is a comprehensive review of past and present studies in this field to identify future research guidelines and gaps related to the implementation of this concept.
Design/methodology/approach
This study is a bibliometric analysis using VOSviewer software for all documents published in the Scopus database in the field of DTS from 2011 (the emergence of Industry 4.0) to 2021. It should also be noted that the data for this study have been collected and analyzed in September 2021.
Findings
The current study presents the basic bibliometric results for DTS, and it focuses on DTS performance analysis and its science mapping during the past 10 years. This study first shows the publication process, types and languages of published documents, and the most influential authors, institutions, sources and countries in terms of publishing documents and receiving citations in the field of DTS. Then, by using the VOSviewer software, it shows the bibliographic coupling of top authors, institutions, sources and countries. Finally, it reports the co-occurrence of authors’ frequently occurring keywords and the timeline of their publications.
Originality/value
The study presents the results of the first attempt to conduct a comprehensive bibliometric analysis of DTS-related documents. Its contribution lies in the fact that it has categorized the most frequently co-occurring keywords into specific clusters so that researchers will know which keywords have co-occurred with each other the most. Also, the most influential keywords in each cluster in terms of having total link strength and the number of its co-occurrence with others were identified. Finally, it became clear that the process of publishing documents over time has been concentrated on topics such as acceptance of digital culture, strategic renewal and digital transformation of business models, as well as presentation of a research agenda on the applications and barriers of DTS in critical situations such as COVID-19, which leads researchers to some awareness and insights for conducting new research.