Building a Total Customer Experience Model: Applications for the Travel Experiences in Taiwan’s Creative Life Industry

Chang, Shu-Hua; Lin, Rungtai

doi:10.1080/10548408.2014.908158

Cited by 42 publications

(40 citation statements)

References 36 publications

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“…There are studies in customer experience, satisfaction and loyalty in contact service marketing (Klaus and Maklan, 2013 The 'Perceived Value' result extends service marketing theory and Dootson et al's (2016) finding that expected value draws customers towards products, and the interplay between managers' actions and customer value. It influences customers' behaviour in Greek banks (Keisidou et al, 2013), the Taiwanese leisure sector (Chang and Lin, 2015), and in Indian e-commerce (Piyathasanan et al, 2015) respectively. As customers derive value from DB they drift towards it, hence clarifying why banks are closing branches and contributing knowledge to studies (Stone and Laughlin, 2016).…”

Section: Theoretical and Managerial Implications Of Resultsmentioning

confidence: 99%

Digital banking, customer experience and financial performance

Mbama

Ezepue

Alboul

et al. 2018

JRIM

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Purpose -The study examines managers' perceptions of digital banking's effect on customer experience and banks' financial performance.Design/methodology/approach -The research uses interviews from senior UK Bank managers to gather their views on digital banking impact on customer experience and financial performance. The interviews were thematically analysed to produce results and a model. Findings -The attributes affecting digital banking experience are: service quality, functional quality, perceived value, service customisation, service speed, employee-customer engagement, brand trust, digital banking innovation, perceived usability and perceived risk. They affect customer experience, satisfaction and loyalty, and financial performance. The research revealed relationships amongst these attributes (e.g. brand trust and loyalty).Research limitations/Implications -The study is UK bank specific and can be replicated in other developed countries' banks, helping in further comparison. However, digital banking is conducted globally, which implies that the findings are robust enough to be potentially applied in other countries. The proposed model shows customer experience drivers and outcomes through managers' views, which can be theoretically tested.Practical implications -The findings suggest important attributes (as above) for consideration to improve digital banking customer experience and financial performance. They show the relevance of employee-customer interaction, service personalisation, value proposition, quality service offering and digital banking experience, which have useful implications for improving digital banking design and interactive marketing.Originality/value -Gauging digital banking customer experience as perceived by bank managers has not been studied in this way, highlighting digital banking effectiveness, which is important for multi-channel marketing and banks' financial performance, and advances theory.

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Section: Theoretical and Managerial Implications Of Resultsmentioning

confidence: 99%

Digital banking, customer experience and financial performance

Mbama

Ezepue

Alboul

et al. 2018

JRIM

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show abstract

“…Methodologically, some of the above measures are not commensurate across the banks when they are not stated in percentages, which is a limitation; therefore, this study uses percentage measures of ROE, Net Interest Margin (NIM) and Cost-to-Income ratio. Chang and Lin (2015) developed a customer experience framework in the Taiwanese leisure industry, using experiential value which customers derive from services. This study incorporates perceived value in the analysis of customer perceptions of UK DB.…”

Section: Measuring Customer Experience and Financial Performancementioning

confidence: 99%

“…Perceived Value: Perceived value is defined as the trade-off between costs and benefits of performing a behaviour (Dootson et al, 2016). It is an important determinant of behavioural intentions to use e-commerce (Ko et al, 2009;Piyathasanan et al, 2015), and a key factor for banks (Keisidou et al, 2013;Liang et al, 2009;Garg et al, 2014;Fathollahzadeh et al, 2011), and the leisure industry (Chang and Lin, 2015). However, limited attention has been given to it in UK DB.…”

Section: Research Hypotheses Developmentmentioning

confidence: 99%

Digital banking, customer experience and bank financial performance

Mbama

Ezepue

2018

IJBM

222

167

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Purpose The purpose of this paper is to examine customers’ perceptions of digital banking (DB), customer experience, satisfaction, loyalty and financial performance (FP) in UK banks. Design/methodology/approach The research consists of a survey of UK bank customers’ perceptions of the above themes; use of banks’ financial reports to obtain FP ratios; multivariate factor analysis; structural equation modelling; and analysis of variance tests to explore research hypotheses on the relationships among the study factors. Findings The main factors which determine customer experience in DB are service quality, functional quality, perceived value (PV), employee-customer engagement, perceived usability and perceived risk. There is a significant relationship among customer experience, satisfaction and loyalty, which is related to FP. Research limitations/implications This study concentrates on UK bank customers which limits its generalisability to other banks globally. However, the fact that banks typically adopt common standards in bank financial management implies that the findings are potentially robust for global bank management. Replicating the study in banks in other countries will further enhance this robustness. Practical implications Some significant effects of customer characteristics on the study factors were observed, which have useful implications for DB, bank marketing services and bank FP. Originality/value Unlike previous studies, this study uses both Net Promoter Score and financial ratios as dependent variables, to provide a combined study of the relationships among 14 study factors, with implications for bank marketing and FP.

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“…Other research which have used experience economy realm in tourism and hospitality context are (Radder & Han, 2015) in museum, (Ali, Hussain & Ragavan, 2014) in a resort, (Singh-Manhas & Ramjit, 2013) in chain hotels, (Park, Oh & Park, 2010) for film festival participant and visitors, (Lo, Qu & Wetprasit, 2013) in spa tourism, (Manthiou, Lee, Tang & Chiang, 2014) in festival (as a segment of tourism industry), (Song, Lee, Park, Hwang & Reisinger, 2014) in temple stay (cultural tourism), (Chang & Lin, 2015) in creative life industry, (Jurowski, 2009) in tourist destination, (Suntikul & Jachna, 2015) in heritage site (historic center), (Willard, Frost & Lade, 2012) in battlefield (dark tourism context) and (Hwand & Lyu, 2015) in golf tournament tourist as part of sports tourism.…”

Section: Reflections From Related Studiesmentioning

confidence: 99%

Prospects of Creating Memorable Experience in Nepalese Tourism and Hospitality Industry

Rijal¹,

Ghimire²

2016

J. Tourism & Hospitality Educ.

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This paper contributes to explore the concept of experience economy theory of Pine and Gilmore (1998) as a basis for measuring the prospects of creating memorable experience in Nepalese tourism and hospitality industry identifying the key elements of Nepalese tourism and hospitality industry and its dimension based on the four realms of experience as proposed by the author of experience economy theory. For assessing this result, an ethnographic study based on semi-structured interview were conducted with leading professional of Nepalese tourism and hospitality field and also with a visitor. The result of the study has clearly depicted and further elaborated the Nepalese key elements of tourism and hospitality experience, present status, major attributes, underlying anticipation of the industry, illustrating the implication while focused on the various core elements and the indigenous attributes of Nepalese tourism and hospitality industry. However, the results are confined only with the prospects based on the confirmation of the scope in experience economy for this industry with very little focus on the prospects for designing further experience or staging the experience. It has also served as a basis for understanding the emergent theory in experiential consumption of tourism and hospitality services in Nepalese sector that can be applied to the varying stage of development in the promotion and marketing of tourism and hospitality service offering. Consequently, it has also offered a new theoretical direction for tourism and hospitality policy makers, planners as well as a practical insight for the contemporary application of the findings for marketers and decision makers.Journal of Tourism and Hospitality Education (Vol. 6) Page: 40-66

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Building a Total Customer Experience Model: Applications for the Travel Experiences in Taiwan’s Creative Life Industry

Cited by 42 publications

References 36 publications

Digital banking, customer experience and financial performance

Digital banking, customer experience and financial performance

Digital banking, customer experience and bank financial performance

Prospects of Creating Memorable Experience in Nepalese Tourism and Hospitality Industry

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