Customer experience management in the age of big data analytics: A strategic framework

Does the Effect of Customer Experience on Customer Satisfaction Create a Sustainable Competitive Advantage? A Comparative Study of Different Shopping Situations

“…These findings verify the uniqueness of customer experience in different shopping situations and the different impacts on customer satisfaction. It is consistent with the previous literature, that is, in the context of online shopping and big data, retailers need to focus on the differentiation of customer experience in order to improve customer satisfaction, and then obtain competitive advantage and sustainability [2,3]. Artusi, Bellini, Dell'Era, and Verganti's [27] research also indicated that the relationship between shopping experience and customer satisfaction is significantly different in different shopping situations.…”

“…With the rapid development of online shopping and traditional physical store shopping interweaving to form different shopping situations [1], customer experience has gradually become the main source of retailers' sustainable competitive advantage through differentiation [2]. For example, according to iMedia Research, the amount of global retail sales in 2018 totaled USD 24.86 trillion, of which e-commerce reached USD 284 million, accounting for 11.4% of the total.…”

“…Recent literature conducts a theoretical analysis of the framework of online customer experience and customer experience management in the era of big data [2,3]. It is believed that customer experience in the online shopping context can help retailers win customer satisfaction through the differentiation strategy so as to obtain a competitive advantage and sustainability [4], but there is a lack of sufficient empirical research.…”

An examination of the organizational impact of business intelligence and big data based on management theory

“…Most of the scholars agree on the fact that BD enables organizations to create entirely new innovative products, and new business models. They also agree on the fact that BD helps achieving competitive advantages (Holmlund, Van Vaerenbergh, Ciuchita, Ravald, Sarantopoulos, Villarroel-Ordenes, & Zaki, 2020;Sadovskyi, Engel, Heininger, Böhm, & Krcmar, 2014). BD still represents, for a large number of companies, a tool that can enhance their reporting and monitoring capabilities (Bischof, Gabriel, Rabel, & Wilfinger, 2016).…”

Digital transformation model for the development of tourism companies

“…The purpose is to analyze historical information on consumers, focusing on retaining customers and increasing sales to improve the customer-company relationship. The management of the customer experience helps us to order the cultural mentality towards the user experience, they are strategies and organizational capacities to maintain loyalty (Holmlund et al, 2020). It is the response of consumers to the interrelationships with a company before, during and after making the purchase that produces a competitive differentiation.…”