Customer Experience Management Influencing on Human Kansei to MOT

Nagasawa, Shin’ya

doi:10.1007/11893011_124

Cited by 10 publications

(12 citation statements)

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“…Sensory experience has been defined as the perception view of sensory and aesthetic about product, surroundings, and atmosphere by Nagasawa (2008) and Schmitt (1999). Hulten, Broweus and Dijk (2008) argued that for establishing of sensory experience, both primary senses and experience havebeen contributed together.…”

Section: Sensory Experiencementioning

confidence: 99%

Exploring the Relationship between Social Environment and Customer Experience

Nasermoadeli¹,

Ling²,

Severi³

2012

ASS

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The emergence of "experience" as another forms of business offerings (Pine and Gilmore, 1999) and the failure of implementing customer relationship management to create the expected levels of value for customers and profitability for organizations (Palmer, 2010;Barnes, 2002) have prompted the practitioners and academic scholars to explore the successor of customer relationship management, which is known as customer experience. Pine and Gilmore (1999) asserted that companies need to create memorable experiences to each customer for the purpose of generating greater economic value in the experience-based economy, instead of simply making goods and delivering services to the customers (Kim, Cha, Knutson and Beck, 2011). For the purpose of creating differentiated and memorable customer experience, this research paper would like to evaluate the direct and indirect relationship between social environment and customer experience (including sensory experience, emotional experience and social experience). A total of 330 respondents participate in this research. The findings revealed thatsocial environment is related to the sensory experience and emotional experience respectively.Furthermore, the research findings also concluded the interactive relationships between the dimensions of the customer experience: (1) the sensory experience is positively related to the emotional experience; (2) the emotional experience is positively related to the social experience; and (3) the sensory experience is positively related to the social experience.

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Section: Sensory Experiencementioning

confidence: 99%

Exploring the Relationship between Social Environment and Customer Experience

Nasermoadeli¹,

Ling²,

Severi³

2012

ASS

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“…,Nagasawa (2008),Zhang et al (2008),Verhoef et al (2009), Sheu et al (2009), Slatten et al (2009 2. Presence of other customers The perception regarding the presence of other customers varies for different service settings.…”

mentioning

confidence: 99%

Identifying and ranking critical success factors of customer experience in banks

Garg

Rahman²,

Qureshi³

et al. 2012

Journal of Modelling in Management

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PurposeThe purpose of this paper is to identify and evaluate the critical success factors which make the dimensions for measuring customer experience (CE) in banking organizations more effective and purposeful. These critical success factors have been prioritized in order to find out which is more important for the five threshold dimensions to achieve favourable CE.Design/methodology/approachThe paper examines the critical success factors of CE which have been identified from the literature survey and through expert's opinion have finally confirmed in context of this study on banking organizations. Further, analytic hierarchy process (AHP) has been used in order to evaluate the identified 14 critical factors of CE and to find their priorities for success in banking organizations.FindingsOn the basis of the proposed hierarchical model, the findings suggest that the factors such as convenience, employees, online functional elements, and servicescape are critical for measuring CE in banking organizations.Research limitations/implicationsIn the literature, it is assumed that the criteria for measuring CE are mutually exclusive. But it has been found that in the real world these criteria may sometimes depend on one other, particularly in banking organizations. Therefore, in order to resolve such issues it is advised that future research may apply analytic network process (ANP).Practical implicationsThe findings suggest that the managers in banking organizations must ameliorate these critical factors according to their weights, in order to attain favourable CE, sustainable competitive advantage and customer delight.Originality/valueBecause of the subjective nature of CE, AHP serves as an empirical approach in prioritization of critical success factors of CE, which has been a major lacuna in available literature. The results presented in this paper are objective, reliable, and may be generalized for measuring CE in banking organizations.

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“…Experience is the responses generated after the stimulus of invisible events, and often originates from the observation or involvement of individuals and the generation of ideas that the experience is real or imaginary (Nagasawa, 2009). In 1999, Schmitt proposed the concept of experiential marketing consisting of two layers in its framework: the first layer refers to a strategic experiential module, the strategic basis of experiential marketing; the second layer refers to the medium of experience (communication, identification, product, the joint establishment of brands, environment, website and people), the strategic tool of experiential marketing attained through combined strategic modules.…”

Section: Experiencementioning

confidence: 99%